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 202224334 London Borough of Ealing 24 April 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 […]
The complaint is about the landlord’s handling of the resident’s reports of defective windows. The Ombudsman has also investigated the landlord’s: Communication. Complaint handling.
This complaint is about the landlord’s response to the resident’s concerns about the standard of the grounds maintenance service at his block.
The complaint is regarding the landlord’s response to reports of a leak. This investigation has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s noise reports. The Ombudsman will also investigate: The landlord’s handling of the resident’s complaint. The landlord’s knowledge and information management.
The complaint is about: The landlords handling of the residents reports of noise nuisance. The landlords handling of the residents reports of poor staff conduct.
The complaint is about the landlord’s handling of structural repairs to the resident’s property, and claimed financial losses incurred by the resident.
The complaint is about the landlord’s: Response to the resident’s reports about damp and mould. Complaint handing.
The complaint is about the landlord’s handling of plastering works in the resident’s property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of lack of heating, hot water, and water ingress though the boiler when it rained.
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and homophobic harassment. The landlord’s response to the resident’s request to be rehoused. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s requests for a refund of credit in respect of service charges on his former property. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of a fly infestation.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Decisions to issue the resident with tenancy warnings. Handling of his associated complaints.
This complaint is about the landlord's response to the resident’s concerns about: The standard of the communal cleaning at his scheme. A rodent infestation at his scheme.
The complaint is about the resident’s reports of leaks in the property, causing damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Disrepair in the resident’s home, including an ongoing roof leak, and damp and mould. The associated complaint.
The complaint is about the landlord’s handling of the resident’s request for a hedge to be replaced. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of repairs to the resident’s property following a fire, including repairs relating to damp. The landlord’s complaint handling.
This complaint is about the landlord’s: Response to the resident’s concerns about a service charge refund. Complaint handling.
The complaint is about the level of compensation offered by the landlord for its handling of a sewage leak in the property.
The complaint is about the landlord’s handling of the resident’s: reports of mice and bedbug infestations in his property; reports of antisocial behaviour (ASB); associated complaint.
The complaint is about the landlord’s handling of: Repairs following a leak from the hot water cylinder. The associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of antisocial behaviour caused by a neighbour. Allegations regarding the conduct of a member of staff.
The complaint is about the landlord’s: response to the resident’s reports of a faulty heating system and its subsequent handling of repairs; complaint handling, including the level of compensation offered.
The complaint is about the landlord’s handling of repairs at the property.
The complaint is about the landlord’s response to the resident’s: Request for a window repair. Reports of damp and mould. Complaint.
The complaint is about: The landlord’s administration of the resident’s rent account and the build-up of rent arrears.
The complaint is about: The landlord’s handling of the resident’s reports of repairs and a pest infestation. The landlord’s handling of the resident’s decant. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports about his water supply. Formal complaint.
The complaint is about: The resident’s reports of issues with: The windows and front door. The storage heaters. The bathroom. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the applicant’s: Application for a property. Associated complaints.
The complaint is about the landlord’s handling of the resident’s reports about damage to a window by its contractor.
The complaint is about: The landlord’s handling of the resident’s boiler repairs. The landlord’s engagement with the resident regarding his concerns around vulnerability.
The complaint is about: The landlord’s handling of the resident’s reports of a leak in an ensuite bathroom. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s response to the resident’s reports that the side access walkway is overgrown and blocked. This Service will also consider the landlord’s handling of the complaint.
The complaint is about the landlord’s response to the resident’s reports of a leaking toilet. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of noise disturbance. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Associated complaint.
The complaint is about the landlord’s response to the resident’s reports of anti social behaviour (ASB).
The complaint is about the landlord’s handling of the annual gas safety check of the property.
The complaint is about the landlord’s handling of the resident’s requests for repairs to a rear boundary wall. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of loss of heating and hot water. Offer of compensation and its complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of a lack of heating and hot water at the property. The landlord’s handling of the resident's request to relocate the gas meter at the property. The associated complaint handling.
The complaint is about the landlord’s: Handling of repairs to the resident’s boiler. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s request for a transfer. The resident’s reports about their neighbour’s conduct. The resident’s reports of other local anti-social behaviour (ASB) and harassment. Safety concerns raised by the resident. The resident’s complaint.
The complaint is regarding the landlord’s handling of: The resident’s request for a disabled parking bay. The resident’s anti-social behaviour (ASB) reports. This investigation has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp, mould, and the associated repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Anti-social behaviour (ASB) reports made by the resident about his neighbour. The associated complaint.
The complaint is about the landlord’s handling of a water leak into the property. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
| 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 |