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.
The complaint is about the landlord’s handling of: The resident’s reports of damp/mould and structural damage within his property. The resident’s concerns relating to asbestos within his property. This Service has also investigated the landlord’s handling of the associated complaint.
The complaint is about: the landlord’s handling of the resident’s temporary decant. the landlord’s handling of the associated complaint.
The complaint is about: the landlord’s handling of the resident’s concerns about security issues, including the use of CCTV and the attendance of the landlord’s security contractors. the landlord’s handling of the resident’s reports of communal repairs and maintenance. the landlord’s handling of the resident’s service charge queries. the landlord’s …
The complaint is about the landlord’s handling of the resident’s reports of damp and mould.
The complaint concerns the landlord’s: Handling of the resident’s reports of a defective roof. Handling of the related complaint.
The resident’s complaint is about the landlord’s handling of the loss of gas supply to the property. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about: The landlord’s management of the kitchen works. The landlord’s record keeping. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: response to the resident’s concerns about repair issues at the property, including damp and mould; complaints handling and offer of compensation.
The complaint is about the landlord’s handling of: reports of issues with the hot water system. reports of a leak in the bathroom. requests for reasonable adjustments. the associated complaint.
The complaint is about the landlord’s handling of the resident’s report of a leak from the water tank in her home.
The complaint is about the landlord’s handling of: The resident’s reports about the condition of the garden. The resident’s complaint.
The complaint is about the landlord's handling of reports of noise nuisance from a neighbouring property. The landlord’s complaints handling has also been investigated.
The complaint is about how the landlord handled the resident’s report of noise from his neighbour . The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Cyclical redecoration and maintenance including its communication with the resident. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of: The contractor causing damage to the windows. The contractor accessing the property without prior notice. Damage to her belongings and garden. Debris and rubbish being left in the garden by the contractor. Concerns about the associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of a leak at her property. The landlord’s record keeping. The landlord’s complaint handling.
The complaint is about: the landlord’s handling of the resident’s reports of repairs to the toilets in the property, the landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of the reports of emergency repairs due to lack of heating and hot water at the property. The landlord’s handling of a complaint about an out of hours call to its repairs service.
The complaint is about the condition of the property at the time of letting, and the landlord’s handling of the subsequent repairs. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of the property being excessively cold.
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s complaint handling.
The complaint is about: The landlord’s handling of works to replace the resident’s front entrance door. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of: Repairs in the resident’s home following a leak. The associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of noise nuisance from a neighbour below. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould in the property. Handling of the subsequent temporary decant of the resident. This investigation also considers the landlord’s complaint handling and record keeping.
The complaint is about the landlord’s handling of the resident’s: Reports of defects and a door repair. Associated formal complaint.
The complaint is about the landlord’s response to the resident’s reports of noise disturbance, and the associated repairs.
The complaint is about the landlord’s: record keeping; handling of the resident’s reports of heating issues.
The complaint is about: The landlord’s handling of the resident’s reports of repairs following a sewage leak. The landlord’s handling of the resident’s temporary decant. The landlord’s associated complaint handling.
REPORT COMPLAINT 202321467 Places for People Group Limited 3 June 2024 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. […]
The complaint is about the landlord’s handling of the resident’s reports of leaks from the roof and interior mould. The Ombudsman has also investigated the landlord's complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of a leak from the roof at her property. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to: The resident’s reports that the property was unsuitable and needed adaptations. The resident’s request for a discretionary housing allocation. The resident’s reports concerning her mental health. The resident’s complaints.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs needed to the roof and guttering. Complaint.
The complaint is about the landlord’s handling of the resident’s: concerns about its administration of the service charge accounts; concerns about the standard of services received for which they were charged; concerns about the communication and completion of its action plan, including usage of the guest room; associated complaint.
The complaint is about the landlord’s handling of the resident’s: Request for repairs to the communal front entrance door. Complaint about the repair and maintenance of the communal area of her building. Request that her windows were upgraded. The associated complaint.
The complaint is about: The landlord’s handling of Remedial works following a leak. Its handling of asbestos removal at the resident’s property. The Ombudsman will consider the landlord’s complaint handling. The Ombudsman will consider the landlord’s record keeping.
The complaint is about; The landlord’s handling of the resident’s reports of a leak in the property. The associated complaint handling.
The resident’s complaint is about the landlord’s response to his request for a dedicated disabled parking bay.
The complaint is about the landlord’s handling of the resident’s concern that her communal electricity charge included the cost of a tumble dryer she had not been able to use. We have also considered the landlord’s complaint handling.
The complaint is about the landlord's response to various reports of repairs within the property, including damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) by a neighbour. The landlord’s handling of parking issues reported by the resident. The landlord’s complaints handling has also been investigated.
The resident’s complaint is about: The landlord’s handling of remedial works following a leak and its response to the resident’s reports of a rodent infestation. The Ombudsman will consider the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of flooding in his garden and the side of the property. The landlord’s handling of the complaint has also been considered.
The complaint is about: The landlord’s handling of damp and drainage repairs at the resident’s property. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the applicant’s application to succeed her deceased grandmother’s property and whether it should have advised her of her rights earlier. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to reports of rubbish accumulation in the resident’s garden and associated staff behaviour. Response to the resident’s request for a sole tenancy and associated universal credit (UC) claim. Complaint handling .
The complaint is about the landlord’s handling of the resident’s reports of a fly infestation. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of: Repairs to the resident’s boiler, a leak from a pipe, and damage to a ceiling. The resident’s concerns about damage caused to her carpet by the leak. The Ombudsman has also considered the landlord’s complaint handling as part of this investigation.
The complaint is about: The landlord’s handling of the resident’s reports of upsurges in water into her property. The landlord’s handling of the resident’s reports of a leak from her neighbour’s property above. The landlord’s complaint handling has also been investigated.
| 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 |