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 response to the resident’s request for information about her service charges. The landlord’s handling of the resident’s property sale. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of: a water pipe repair; a repair to the resident’s bedroom window; the resident’s reports of antisocial behaviour (ASB) and noise nuisance by a neighbour; the resident’s complaint.
The complaint is about the landlord’s response to: The residents report of disturbance from delivery men ringing his doorbell. The residents’ concerns in relation to the introduction of parking management. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Outstanding repairs within the property. Antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports concerning: The lettings process including the viewing and sign-up process. The condition of the property when let, including outstanding repairs and the condition of the garden and overgrown trees. Repairs required at the property. The associated complaint.
REPORT COMPLAINT 202207661 Clarion Housing Association Limited 24 January 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. This […]
The complaint is about the landlord’s handling of the resident’s reports concerning: Outstanding repairs required to address damp and mould in the property. The level of service and conduct of a member of staff. Queries in relation to a possible temporary or permanent move from the property. The associated complaint.
The complaint is about: The landlord’s handling of repair works following burst pipes and flooding. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: Defect repairs to the resident’s property. The associated complaint.
The resident’s complaint is about the landlord’s: Handling of repairs: Arising from a leak in the bathroom, and the subsequent associated repairs she requested to floorboards, flooring (including carpets), the bath, ceilings and a cupboard on the floor below; To the back doors; To a bedroom window; To her garden …
The landlord’s handling of the resident’s reports of outstanding repairs. The landlord’s record keeping has also been investigated.
The complaint is about the landlord’s handling of: Reports of disrepair to the windows and condensation causing mould growth and high internal temperatures. The resident’s associated complaint.
REPORT COMPLAINT 202211795 East Midlands Housing Group Limited 26 January 2024 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: Repairs to the bathroom, kitchen, plastering and intercom. The associated complaint and request for compensation.
The complaint is about: The landlord’s handling of reports of an overhanging tree blocking the communal light sensor. The associated complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of a leak. The landlord’s complaint handling.
This complaint is about the landlord’s: Handling of various energy efficiency works to the property; Response to the resident’s reports of damp and mould; Complaint handling.
The complaint is about the landlord’s handling of: 2 leaks at the resident’s property which resulted in damp and mould in the bathroom, kitchen and one of the bedrooms. Repair works to the bathroom door, shower rail, bath panels and light in the bathroom. The associated complaint.
The complaint is about the landlords handling of Water ingress to the property. Communication about the complaint.
The complaint is about the landlord’s handling of: The resident’s concerns about the communal lighting being connected to her energy supply. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of Antisocial Behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: reports of an intermittent heating and hot water supply within her property. request for it to refit laminate flooring within the hallway of her property. associated complaint.
The complaint is about the landlord’s handling of the resident’s request for: Quarterly rent statements. Her account to be reviewed for fraudulent activity. The Ombudsman has also looked at the landlord’s complaint handling.
The complaint is about the landlord’s handling of an interruption to its provision of communal laundry facilities during major work. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Concerns about leaks, damp and mould, and the associated repairs. Request to move the radiators in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damage to the perimeter wall. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of no gas supply in the property to enable the resident to use her cooker. Reported damage to the resident’s furniture during the move to her current property. Reported repairs including damaged kitchen cupboards and worktops and a damaged …
The complaint is about the landlord's response to the resident’s request for a parking space. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s request for boundary fencing to be reinstated.
This complaint is about the landlord’s handling of: Kitchen and bathroom repairs. The associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of cracks in his property and the communal areas. Concerns about the structural integrity of major components within the building. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about the standard of cleaning in the communal areas. The Ombudsman has also investigated the landlord's complaint handling.
The complaint is about: The landlord’s handling of repairs. The landlord’s response to the resident’s request for adaptations. The landlord’s response to the resident’s request for reasonable adjustments. How the landlord responded to the resident’s concerns about the Tenancy Management Organisation (TMO) and the landlord’s monitoring. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about the suitability of her kitchen. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. Works to insulate the porch area.
The complaint is about the landlord’s handling of: Reports of an ongoing leak. The resident’s complaint. The investigation also considers the landlord’s: Communication with the resident. Record keeping.
The complaint is about the landlord’s handling of: The resident’s requests for it to remove and reimburse her service charges for water storage tanks. The resident’s requests for it to restore her independent mains water supply. Its complaint handling.
The complaint is about: The landlord’s handling of toilet and kitchen adaptations and repairs at the resident’s property. The landlord’s complaint handling and communication.
The complaint is about delays in the landlord installing a fan in the bathroom. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the resident’s reports concerning the landlord’s handling of: Repairs required at the property including cracks in the walls and ceilings, asbestos removal works required at the property and reported snagging issues in relation to flooring, skirting boards, the bath panel, gaps around the doorstep and skirting, …
The complaint is about the landlord’s handling of the resident’s request to succeed to her mother’s tenancy.
The complaint is about; The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The associated complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of repairs required to communal steps. Reports of a leak into the meter cupboard. Associated complaints.
The complaint is about the landlord’s: Handling of the resident’s reports of trees and shrubs overhanging into his garden. Handling of the resident’s reports that common areas including an access footpath were not being maintained. Complaint handling.
The complaint is about the landlord’s handling of: Remedial works in April 2021. The resident’s complaint.
The complaint is about the landlord’s handling of: Reports of noise nuisance from a neighbouring property. The associated complaint
The complaint is about the landlord’s handling of: The resident’s queries about the administration and breakdown of her service charges; and The subsequent complaint.
The complaint is about the landlords handling of: The resident’s reports of damp and mould. Asbestos in the property. The residents associated complaint.
The complaint is about the landlord’s handling of reports from the resident of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling in this case.
The complaint is about: The landlord’s handling of shed, pointing, glazing, and electrical repairs at the resident’s property. The landlord’s complaint handling.
| 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 |