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 resident’s reports of anti-social behaviour (ASB). The resident’s reports of discrimination by the landlord against him. The resident’s reports of discrimination by the landlord in relation to the garden maintenance. The landlord’s complaint handling.
The complaint concerns the landlord’s handling of the resident’s report of a water leak in his property.
The complaint is about: The landlord’s management of the allocation of the property to the resident and its suitability. The resident’s allegation that the landlord disclosed personal information to his sister. The landlord’s handling of the connection and testing of the resident’s gas supply. The landlord’s advice given to the …
The resident complained about the landlord's response to his: repair requests for water leaks, damp, lack of ventilation and uneven flooring. housing transfer application.
The complaint is about the landlord’s assertion that the resident is in rent arrears and the resulting deductions from her benefits, with the landlord having informed the Department of Work and Pensions (DWP) that rent money is owed.
REPORT COMPLAINT 202012909 Birmingham City Council 11 May 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 is […]
The complaint is about the landlord’s: Response to the resident’s request for fence repairs in his back garden. Associated complaint handling.
The complaint is about: The landlord’s handling of repairs to the resident’s kitchen. Complaint handling.
The resident has complained that: They have been charged too much for the cost of major works (a roof replacement) at their building. The cost is too high because the landlord has not maintained the roof appropriately in previous years.
The complaint is about the landlord’s handling of repairs to the resident’s garden.
The complaints are about the landlord’s response to: Concerns raised by the resident about a historic bed bug infestation. The resident’s request for compensation.
REPORT COMPLAINT 202009109 Southwark Council 29 April 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 is […]
The complaint concerns the landlord’s handling of the resident’s reports of noise disturbances from his neighbour’s property.
The complaint is about the landlord’s response to reports of leaks from the resident’s toilet. The complaint is about the landlord’s response to the resident’s request for the installation of a new toilet.
The complaint is about the landlord’s response to the resident’s reports of noise nuisance from his upstairs neighbour.
The complaint is about the landlord’s response to the resident’s: reports of multiple repair issues at her property, including: skirting boards; bedroom door; bedroom ceiling; asbestos; mould; external guttering; kitchen electrical wiring; kitchen cupboards; bathroom window handle; request for information about the allocation of property to another tenant.
This complaint is about the landlord response to: The resident’s request for compensation for damage to his carpet following a leak from a radiator in his hallway. The resident’s complaint that he was unable to return to his property for a period of three days after his decant ended and …
The complaint concerns: The landlord’s response to reports of a water leak into the resident’s property. The landlord’s refusal to provide the resident with detailed information concerning the source of the leak and what repairs it undertook to resolve the issue. The landlord’s decision to only consider events 12 months …
The resident complains about the landlord’s response to the concerns he raised about various repair issues at his property.
The complaint is about the landlord’s response to the resident’s reports about: Rehousing requests. Anti-social behaviour from an upstairs neighbour. Standard of the property after multiple leaks.
The complaint refers to: The landlord’s response to the resident’s concerns related to staff conduct. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s reports of mould at her property.
The complaint concerns how the landlord handled the resident’s reports of antisocial behaviour (ASB) by a neighbour.
The complaint is about the landlord’s: handling of damage to the bathroom door; decision not to install/replace bedroom doors in the property.
The complaint was about the landlord's response to the resident's:
The complaint is about: The landlord’s decision to close the communal areas due to the Covid-19 pandemic, particularly the communal lounge and balcony. The presence and availability of the landlord’s staff during the Covid-19 pandemic. The landlord’s response to health and safety during the Covid-19 pandemic. The landlord’s handling of …
The complaint is about the landlord’s response to the resident’s concerns about the accuracy of the landlord’s contractor’s account of a repair visit at the property.
The complaint is about: The landlord’s handling of the resident's application for succession of tenancy and the quality of customer service provided by the landlord. The landlord’s handling of a gas safety check. The landlord’s handling of the resident's complaint.
The complaint is about the cost of removing and reinstalling a satellite dish from the outside of the property, which was required as part of major works.
The complaint refers to the landlord’s handling of: The outstanding major works to the resident’s kitchen. The replacement of the resident’s carpets following a water leak. The resident’s concerns related to the condition of the property. The resident’s request for a rent and service charge refund for the period when …
The complaint is about the landlord’s response to the resident’s reports of noise nuisance.
The complaint is about the landlord’s response to: The resident’s request for it to repair her garden paving slabs. The resident’s report of her sound insulation being inadequate.
REPORT COMPLAINT 202006581 Hackney Council 31 March 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 is set […]
This complaint is about: The landlord’s response to the resident’s complaint about noise from taps and creaking floorboards in her neighbours flat prior to June 2016. The landlord’s response to the resident’s reports in September 2020 of issues arising with her neighbour regarding the maintenance and sharing of the front …
The complaint concerns the landlord’s handling of repairs required to fix a leak in the resident’s property.
REPORT COMPLAINT 202006852 Waltham Forest Council 30 March 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 is […]
REPORT COMPLAINT 202005551 Haringey Council 29 March 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 is set […]
This complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
This complaint is about the landlord’s response to the resident’s concerns about asbestos at her property.
The complaint is about the landlord's response to the resident's request to replace the kitchen.
The complaint is about: The landlord’s handling of repairs due to leaks which affected the leasehold property. The level of redress offered by the landlord for the delay, distress and inconvenience caused. The landlord’s response to the request for redress for damage to the resident and his tenant’s personal belongings. …
The complaint concerns the landlord’s decision to not reimburse the resident for the costs incurred when carrying out improvement works to the property.
The complaint concerns the landlord’s handling of the resident’s reports of water leaks from the properties above hers.
REPORT COMPLAINT 202005257 Waltham Forest Council 22 March 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 is […]
The complaint is about: The landlord’s handling of repairs to the resident’s property. The landlord’s response to the resident’s reports of poor communication and staff conduct. The landlord’s complaints handling.
The complaint is about the landlord’s handling of a blocked drain, specifically, the length of time it took to resolve the issue and its decision not to compensate the resident for damage caused to the property.
The complaint concerns: How the landlord handled repairs to kitchen drawers in the resident’s property. The landlord’s decision about the kitchen layout in relation to the resident’s request to install a fridge/freezer.
The complaint is about: the landlord's work on the driveway and the drainage system at the property; and the landlord's handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s: Reports of the conduct of a member of staff. Request to keep a pet. Report of outstanding repairs.
REPORT COMPLAINT 202006409 Birmingham City Council 3 March 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 is […]
| 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 |