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 leaseholder’s reports of a leak into the ceiling of her storage area. response to the leaseholder’s request for repairs or compensation to cover the resulting damage to her property.
The complaint is about the landlord’s response to the resident’s reports of: Anti-social behaviour (ASB) at the property. The landlord’s complaint handling.
This complaint is about an email the landlord sent to the resident on 12 May 2020 regarding allegations about her causing noise nuisance. This complaint is also about the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s report of a water leak into his property. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour (ASB) and request for anti-ASB measures. The landlord’s response to the resident’s reports in relation to the management of communal areas, including cleanliness, mould and the front door. The amount of compensation offered to the resident …
The complaint is about the landlord’s response to the resident’s concerns about the installation of a children’s play area outside of his property.
This complaint is about the landlord’s handling of the resident’s reports of overgrown hedges from a neighbouring property.
The complaint is about: The level of compensation offered by the landlord in relation to its handling of roof repairs and water leaking into the resident’s property. The landlord’s investigation into the conduct of a member of its staff. The landlord’s associated complaint handling.
The complaint concerns the landlord’s handling of the resident’s reports of cracks in her home.
The complaint is about the landlord’s response to the resident’s request for the replacement of window vents.
The complaint is about: The landlord’s response to the resident’s reports of damp and mould in her property. The landlord’s handling of the associated complaint.
The complaints are about: the landlord’s response to the resident’s report of an incident involving an operative working at a neighbouring property. the landlord’s response to the resident’s report of an incident involving the operative’s wife at a local school; and the vandalism of cars belonging to her and her …
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of the resident’s request to be rehoused.
The complaint is about the landlord’s response to the resident's reports about: the condition of the property at the start of his tenancy repairs.
The complaint is about the landlord’s handling of: Structural issues within the property. Drainage issues on the property. Repairs to the resident’s boiler. Repairs to the resident’s kitchen. Repairs to the resident’s door and the landlord’s decision not to raise a complaint about the issue. Rent arrears on the resident’s …
The complaint is about the landlord’s request for the resident to remove the security gate/grill from her front door.
The complaint is about the landlord’s handling of the resident’s reports of blocked toilets.
The complaint is about the landlord’s response to the resident’s reports of: Anti-social behaviour (ASB) at the property. The condition of the neighbour’s trees and vegetation.
The complaint is about the landlord’s response to the resident’s: request for a housing transfer; reports of antisocial behaviour (ASB).
The complaint concerns: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbour. The landlord’s handling of the resident’s request for her housing band to be changed.
The complaint is about the landlord’s response to the resident’s concerns about a lack of lintels at the property, and her request to install these and replace the windows.
The complaint is about the landlord’s response to the resident’s reports of: Mould and damp at the property. The landlord’s complaint handling. A request for rehousing.
The complaint refers to: The landlord’s handling of the resident’s reports of a collapsed ceiling at her property. The landlord’s response to the resident’s request for compensation for items damaged by the ceiling collapse and loss of earnings to attend repair appointments.
The complaint is about the landlord’s response to the applicant’s request to be added to his parent’s tenancy agreement. The complaint is about the applicant’s housing applications to the local authority’s housing register.
The complaint concerns how the landlord handled reports of: noise and vibration from the water pipes in the resident’s property. noise and vibration from the water pipes in the property historically.
The complaint is about the landlord’s response to the resident’s suggestions in relation to the antisocial behaviour (ASB) he experienced from a neighbour.
The complaint is about the landlord’s response to the resident’s reports of noise nuisance and Anti-Social Behaviour (ASB).
The complaint is about the landlord’s response to the resident’s: reports of a leak and subsequent repair and redecoration works. request for compensation for damage to her property and personal belongings.
The complaint is about the landlord’s handling of the resident’s reports of his neighbour’s barking dog.
The complaint is about the landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB), namely, the use of cannabis by her neighbours.
REPORT COMPLAINT 202012337 Birmingham City Council 15 July 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. This […]
The complaint is about the landlord’s: Original decision to restrict the resident’s access to a single point of contact. Decision in December 2020 to retain the single point of contact. Handling of a communal repair.
The complaint is about: the level of compensation offered to the resident further to his reports of water ingress, damp and mould. the landlord’s response to the resident’s complaint about the “One-Stop-Shop.”
The complaint is about the landlord’s decision not to compensate the resident for damage to the flooring and walls, caused by a leak at the property. The complaint is also about the landlord’s communication and complaint handling.
The complaint concerns the landlord’s response to the resident’s reports of noise emanating from the water tanks in their building.
The complaint is about the landlord’s response to the residents reports of: Mould and damp within the property and the installation of extraction fans. Damage to the resident’s belongings from mould and damp. Its complaints handling. The effects of the mould on the resident’s physical and mental health.
The complaint concerns the landlord’s: Handling of repairs following a leak from a radiator. Decision not to replace the living room flooring damaged by the leak. Insurance provider declining the resident’s request for compensation for damage to her possessions caused by the leak.
The complaint is about the landlord’s response to the resident’s: Reports of anti-social behaviour (ASB). Request for soundproofing in the property. Complaint handling.
The complaint is about: The time taken to arrange/undertake the repairs reported, following the installation of the resident’s new boiler. The landlord's handling of the resident’s reports of a chip in the edge of the kitchen table. The landlord's operative arriving at the resident’s property earlier than expected. The landlord's …
The complaint is about the landlord’s handling of attempts to access the resident’s property to resolve an issue with the fire panel, and its response to his subsequent formal complaint.
The complaint is about the landlord’s decision to decline the resident’s request to install fencing outside his property.
The complaint is about: the landlord’s response to resident’s complaint about its handling of repairs to resolve damp and mould. events after the final complaint response of 16 October 2020.
The resident has complained that: The landlord’s management of parking by the leaseholders’ contractors is unfair in comparison to the landlord’s own contractor’s parking. The resulting formal complaint was not handled correctly.
The complaint is about: The condition of the property following a mutual exchange. The landlord’s response to reports of a missing window following the mutual exchange. The landlord’s response to the resident’s reports of mice infestation, missed bin collections, and ASB.
The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from her neighbour. The resident’s concerns about the landlord’s handling of her Freedom of Information request.
The complaint is about the landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB).
The complaint concerns the landlord’s handling of repairs to the resident’s stairs.
The complaint is about the landlord’s response to the resident’s: Reports of antisocial behaviour. Formal complaint.
The complaint is about the landlord’s: Response to the resident’s request to adapt the property by adding a second rear door to the bedroom. Complaints handling.
The complaint is about the landlord’s response to the resident’s reports of repair issues in the 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 |