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 decision to issue a notice to the resident to remove items that he had stored in the communal cupboard when he previously had been permitted to use this, and its enforcement of this policy across all of the communal areas.
The complaint is about the landlord’s: Response to a leak at the resident’s property. Handling of remedial works following the leak. The Ombudsman has also investigated: the landlord’s complaint handling. the landlord’s record keeping.
The complaints are about the landlord’s: Handling of repairs to the communal water supply pipe valves. Response to the resident’s reports of repair following an escape of water. Response to leaks within the resident’s block. The Ombudsman has also investigated the landlord’s complaint handling.
This complaint is about: The level of a service charge, following the time taken to set up a service charge account. The redress offered to the resident, following a complaint about the time taken to set up the service charge account.
This complaint is about the landlord’s decision to withdraw its discretionary offer to the resident of a management transfer to another property.
REPORT COMPLAINT 202100650 London & Quadrant Housing Trust 11 November 2021 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 repairs to her front garden brick wall. The landlord’s handling of the associated complaint.
This complaint is about the landlord’s handling of the resident’s request for a reimbursement of inaccurate service charges she paid in 2016/17 and 2017/18.
The complaint is about the landlord’s: Response to the resident’s concerns regarding service charges applied to her account. Complaint handling.
The complaint concerns the landlord’s handling of the resident’s reports of fumes from the vehicle garage below her home.
The complaint is about: the landlord's response to the resident’s reports of cracks and subsidence at the property and the back door not closing properly. The landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns that it removed her bikes from the bike shed without her consent or notice. Complaint handling.
The resident has complained that the landlord has offered insufficient compensation after upholding their complaint about the condition of the property when let, and about the handling of the resulting repairs.
The resident has complained about: the landlord’s response to reports of a gas leak from a neighbouring property and its handling of remedial works relating to the leak; the landlord’s complaint handling and the level of compensation offered.
REPORT COMPLAINT 201915921 London and Quadrant Housing Trust 23 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]
The complaint is about the landlord’s response to the resident’s request for information to enable her to complete the sale of her shared-ownership home, including information about the cladding on the building she resides in.
The complaint concerns: The landlord’s decision to replace a double-glazed bedroom window, that it had installed at the resident’s property, with a single-glazed window following planning permission issues with the local authority. The landlord’s communication and complaint handling.
The complaint is about the landlord’s:
The complaint is about the lack of rent abatement for the period that the resident was temporarily decanted from her home.
| 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 |