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 residents reports of a leak in the bathroom and its handling of the associated repairs. How the landlord dealt with repairs to the internal kitchen fire door. The landlord's response to outstanding repairs to the front door. The landlord’s handling of …
The complaint is about information the landlord provided about the applicant’s right to a mutual exchange. The Ombudsman has also considered the landlord’s knowledge and information management. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: reports of anti-social behaviour (ASB). queries about the back garden boundary. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of ASB between May 2022 and August 2022. Response to the resident’s reports of noise nuisance from the property above. Complaint handling.
The complaint is about: The landlord’s response to the resident’s reports that she was experiencing noise nuisance and antisocial behaviour (ASB) from her upstairs neighbour. The landlord’s handling of the resident’s transfer request. The landlord’s complaint handling.
The complaint is about the landlord's handling of: The resident's reports of a toilet leak, and the subsequent damage to the kitchen. The resident's reports of damp and mould and the associated repairs. The resident's complaint and request for compensation.
The complaint is about the landlords’ handling of: repairs to the guttering, and internal remedial works and damage to the resident’s belongings. The Ombudsman has also considered the associated complaint handling.
This complaint is about the landlord’s: Response to the resident’s concerns about the property’s condition on letting. Complaint handling.
The complaint is about the landlord’s: Handling of the repair of leaks from the property above the resident. Handling of the repair of the resident’s bathroom and hallway ceilings damaged by the leaks.
REPORT COMPLAINT 202224181 Royal Borough of Kensington and Chelsea 5 December 2023 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 an application for help with water rates, including its communication. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: reports of repairs. complaint.
The complaint is about the landlord’s handling of: The resident’s reports of floods and concerns about drainage. The resident’s concerns about electrical faults. The resident’s complaints.
This complaint is about the landlord’s handling of the resident’s reports of water ingress at his property. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident's: Requests for major works information. Concerns about workmanship quality.
The complaint is about the landlord’s: Handling of repairs to fix a leaking roof. Complaints handling. Knowledge and information management.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The associated formal complaint.
The complaint is about: The landlord’s handling of the resident’s reports of damaged windows. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) and noise. The associated complaint.
The landlord’s handling of: Reports of a leak coming from the property above, damp and mould in the property. The associated complaint.
The complaint is about the landlord’s handling of: A roof leak and the associated repair works. The associated complaint.
The complaint is regarding the landlord’s handling of: The resident’s reports of leaks into his property and resultant damage. A decant application. This investigation has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of repairs and information the landlord provided from the start of the tenancy. The associated complaint.
The complaint is about: The landlord's handling of proposed actions from multi agency meeting to address reported antisocial behaviour. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s reports of a water leak into the property and the maintenance of the roof. The landlord’s complaint handling.
The complaint is about the landlord’s: Handling of repairs to the resident’s property. Complaint handling.
This complaint is about the landlord’s handling of reports of poor workmanship relating to balcony repairs.
The complaint is about the landlord’s handling of repairs to the resident’s property, including: damp in the bedroom, loose windows, cracks to the outside of the property, and, mice. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould.
The complaint is about the landlord’s handling of: a request that it provide a service charge refund; the associated complaint.
The complaint is about: The resident’s request for a new bathroom and a new front door. The landlord’s response to the resident’s reports of mould in her bathroom. The Ombudsman will consider the landlord’s complaint handling.
The complaint is about the landlords handling of the residents reports of noise nuisance. This investigation has also considered the landlords complaint management.
The complaint is about the landlord’s handling of the resident’s reports of hot water and heating loss.
The complaint is about the landlord’s response to the resident’s: reports of a broken communal main entrance door, to the building of her property. associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property.
The complaint is about the landlord’s handling of repairs to the resident’s bathroom, including reports of damp and mould, and repairs to the bath panel, the seal round the wash basin, and the extractor fan.
The complaint is about the landlord’s handling of the resident's reports of anti-social behaviour (ASB).
The complaint is about the landlord’s handling of the resident’s reports that it had blocked the resident’s access to her electricity meter. The Ombudsman has also considered the landlord’s record keeping, and; Complaint handling.
The complaint is about the landlord’s handling of requests for repairs to windows in the property, as well as the landlord’s response to requests for replacement of the kitchen and bathroom. The Ombudsman has decided to consider the landlord’s handling of the complaint as part of this investigation.
The complaint is about the landlord’s handling of: Repairs following a water leak affecting the resident’s property. Communication and the associated complaint.
The complaint is about the landlord’s response to the resident’s report of its contractors entering her property unannounced.
The complaint concerns the landlord’s handling of the resident’s reporting of anti-social behaviour (ASB). This report has also considered: The landlord’s complaints handling. The landlord’s record keeping.
The landlord’s response to the resident’s reports of antisocial behaviour. The Ombudsman has also considered the landlord’s complaint handling.
The complaint concerns: The landlord’s handling of the replacement of the property’s front door. The associated formal complaint into the issue.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The complaint is about the landlord’s response to the resident’s: Reports of a leak, damage to the property and subsequent request for a decant. Related complaint.
The complaint is about: The landlord's handling of the replacement of the resident's windows. The landlord's complaint handling.
The complaint is about: the landlord’s handling the resident’s reports of leaks, damp and mould at the property; the landlord’s response to the resident’s reports of damage to her belongings and flooring because of the leak, damp, mould and associated repairs. This investigation also considers the landlord’s complaint handling.
The complaint is about the landlord’s handling of: a request for retrospective consent for building works; and the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of a leak and resulting damage affecting her property.
| 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 |