Formal casework decisions from the Housing Ombudsman Service on complaints against social landlords in England. Decisions include maladministration findings, reasonable redress, and cases outside jurisdiction.
REPORT COMPLAINT 202122271 Greenwich Council 1 June 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This is set […]
The resident complains about: The landlord’s approach to repairs during Covid-19 (complaint A). The handling of complaint A (complaint B). A warning the landlord gave about unreasonable behaviour (complaint C). Overall complaint handling and adherence to the Ombudsman’s Complaint Handling Code. The landlord’s unreasonable behaviour policy.
The complaint is about the landlords handling of the resident’s reports of damp and mould in her property.
The complaint is about the landlord’s response to the residents’ request to change the tenancy from a joint tenancy to a sole tenancy and refund the deposit.
The complaint is about the landlord’s handling of the replacement of the resident’s floor.
The complaint is about the landlord’s: Handling of the resident’s reports about the condition of the windows in his property. Communication with the resident about the replacement windows.
The complaint is about the landlord’s handling of the resident’s reports of an overheating problem with the communal heating system.
The complaint is about the landlord’s handling of the resident’s reports of damp in 2021. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s response to the resident’s: application for a property transfer; request for temporary accommodation due to ongoing antisocial behaviour (ASB); request for a management transfer. The Ombudsman has also investigated the landlord’s complaints handling as part of the complaint.
The complaint is about the landlord’s response to the resident’s reports of a leak.
This complaint is about: The level of redress the landlord offered the resident in response to delays and failures linked to damp and mould repairs and a related decant; The landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s reports of damp and mould in his property.
The complaint is about the landlord’s handling of repairs to the resident’s windows, rear door, and outhouse roof.
The complaint is about the landlord’s response to the resident’s queries regarding the service charge and standard of services provided.
The complaint is about the landlord’s response to the resident’s reports about her application for a mutual exchange.
The complaint is about the landlord’s handling of repairs to the exterior of the property including to the windows, paintwork, front door and bin storage.
REPORT COMPLAINT 202016312 Metropolitan Thames Valley Trust 25 May 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The complaint is about the landlord’s: Handling of the resident’s reports of a noise nuisance by her neighbour. Complaint handling.
The complaint is about the landlord's handling of the resident’s report of a leak from the property above and the subsequent damage caused to her property.
The complaint is about the landlord’s handling of a refund into the resident’s rent account.
This complaint is about: The landlord’s handling of deficient insulation around the property’s extension; The landlord’s handling of upgrades and repairs to the property’s central heating; The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s report of a repair needed to the driveway.
The complaint concerns: the landlord's response to the resident’s reports of an issue with the upstairs neighbour’s floorboards and associated noise nuisance.
The complaint is about the landlord’s handling of the resident’s reports of the kitchen being in disrepair.
This complaint is about: The landlord’s response to the resident’s concerns around the condition of the property’s rear garden; The landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of repairs required to the windows at the property. Response to the resident’s reports of repairs required to the roof at the property. Complaints handling.
The complaint is about the landlord response to the resident’s reports of: The misuse of parking bays. Noise nuisance and antisocial behaviour (ASB).
This complaint is about the landlord’s handling of: the resident’s reports of damp in his property; the resident’s request to be re-housed; the related complaint.
The complaint is about: The landlord's handling of reports of cold and draughty rooms. The landlord's handling of reports of other defects. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202104074 Croydon Council 13 May 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This is set […]
The complaint is about: The level of compensation offered by the landlord for its handling of a water leak into the resident’s property. The landlord’s record keeping and complaint handling.
The complaint is about: The landlord’s response to the resident’s reports about a leak in the property. The landlord’s complaints handling.
This complaint is about the landlord’s handling of: the resident’s reports of mould growth in her property; the related complaint.
The complaint is about the landlord’s: Handling of a repair to the resident’s toilet. Complaint handling; specifically how long it took to respond at stage two of the complaints procedure.
The resident complained of delay and poor-quality work by the landlord in its installation of a level access shower.
The complaint is about the landlord’s handling of the resident’s concerns about garden maintenance.
The complaint is about the landlord's handling of the resident's concerns about the safety of her garden.
The complaint is about the landlord’s response to a contaminated water tank. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the resident’s balcony window.
The complaint concerns: The landlord's response to the resident's reports of banging and dripping noises from the pipework in the property. The associated formal complaint into the matter.
The complaint is about the landlord’s handling of the resident’s concerns with a gas safety certificate.
The complaint is about the landlord’s management organisation’s handling of the resident’s complaint about repairs to the gutters in her property.
The complaint is about: The landlord’s decision not to provide the resident with a designated parking space, following its error in advising that the property came with designated parking. The landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of damage to kitchen flooring and cold draughts from the kitchen and the bedroom windows.
The complaint is about the landlord’s handling of: Window repairs. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports regarding noise nuisance and trip hazards from its lack of repairs and maintenance to communal guttering. The landlord’s handling of the associated complaint and record keeping.
The complaint concerns: The landlord’s handling of the resident’s reports of anti-social behaviour from his neighbour. The landlord’s handling of counter-allegations of anti-social behaviour against the resident. The landlord’s complaint handling.
The complaint is about the landlord’s handling of:
The complaint is about the landlord’s response to the resident’s reports of: Water ingress to the front of the property via the roof. Water ingress to the rear of the property via a window.
The complaint is about the landlord’s response to the resident’s reports regarding its contractor’s attendance at his property. The complaint is also about the landlord’s complaints handling, in particular its response times.
| Decision year | Maladministration | No maladministration | Other |
|---|---|---|---|
| 2019 | 1 | 0 | 0 |
| 2020 | 60 | 42 | 35 |
| 2021 | 875 | 557 | 544 |
| 2022 | 1,092 | 468 | 400 |
| 2023 | 2,222 | 384 | 269 |
| 2024 | 3,021 | 247 | 272 |
| 2025 | 4,469 | 512 | 708 |
| 2026 | 1,513 | 197 | 215 |