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.
REPORT COMPLAINT 202000689 Magenta Living 3 February 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 […]
The complaint is about: The landlord’s handling of credits and compensation payments due to the resident following a substantial leak at the property in July 2018 and its overall administration of her rent account; and The landlord’s handling of the resident’s request for copies of insurance documents relating to the …
The complaint is about the landlord’s response of reports of smells coming into the property from a neighbouring property.
The complaint is about the landlord’s decision to allow contractors to carry out works at an empty property in the block and letting of a property during the Covid-19 pandemic. The complaint is also about the landlord’s complaints handling.
REPORT COMPLAINT 202000248 Wakefield And District Housing Limited 31 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all […]
REPORT COMPLAINT 201914633 Yorkshire Housing Limited 30 January 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 […]
The complaint is about the landlord’s response to the resident’s reports concerning: misuse of the leaseholder carparking bays; misuse of the fire doors; antisocial behaviour (ASB), including: vandalism of the fire doors; unauthorised visitors using the building for the use/supply of illicit substances; and keeping pets in the building.
The complaint is about: The resident’s liability to pay the service charge for the mobile support service (the MSS) during the Covid-19 pandemic. The landlord’s response to the resident’s concerns regarding the delivery and provision of the MSS during the Covid-19 pandemic. The landlord’s complaint handling.
The complaint concerns the landlord’s handling of the resident’s reports of unauthorised items being stored in communal areas.
The complaint regards the landlord’s handling of issues reported by the resident relating the implementation of an intergenerational living project (the project) jointly managed by the landlord, the local council and a charity and the impact it has had on him.
REPORT COMPLAINT 202000921 London Borough of Islington 29 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
This complaint is about: The landlord’s response to the resident’s concerns about the property above being used as temporary accommodation. The landlord’s response the resident’s reports of noise nuisance from her upstairs neighbour.
The complaint is regarding the landlord’s handling of: Works required to the windows in the property Repairs to a back door and the surrounding flooring Renewal of the kitchen units The resident’s formal complaint on the issues.
The complaint concerns the landlord’s responses to the resident’s complaints about the quality and management of the estate car park and parking facilities.
REPORT COMPLAINT 201912355 Paragon Asra Housing Limited 29 January 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 compensation, following reported damage to his car tyres from the landlord’s refurbishment works on the street.
The complaint is about the landlord’s handling of the resident’s reports about: supply of new communal bins. removal of a door mat and staff conduct. complaint handling.
The complaint is about the landlord’s response to: The resident’s request for compensation for purchased floor stickers and her labour in repairing the holes in the vinyl flooring; and The landlord’s complaints handling.
The complaint concerns the landlord’s response to the resident’s: Reports of antisocial behavior (ASB). Request to increase the height of the garden fence.
The complaint is about the landlord’s decision to restrict the resident’s contact with it in November 2018.
The resident complains about: The information provided by the landlord in response to her Right to Acquire application. The landlord’s communication in relation to a Voluntary Right to Buy scheme, specifically, the steps it took to make tenants aware of the scheme. How the landlord handled the complaint.
The complaint is about: The landlord’s response to the complainant’s concerns about the administration of his father’s (the resident’s) rent account. The landlord’s refusal to provide a copy of the resident’s tenancy agreement to the complainant. The level of customer service received by the complainant.
The complaint is about the landlord’s response to the resident’s reports of a Japanese Knotweed infestation in her garden. This includes her request for reimbursement for costs she states she incurred removing this.
The complaint is about: the landlord’s handling of repairs to the communal areas of the building the property is situated in, specifically whether repairs were being carried out properly and/or were necessary; the level of service charge increases.
The complaint is about the landlord’s handling of reports of it removing vegetation from the garden of the resident’s property without her permission.
This complaint is about the landlord’s response to the resident’s reports and concerns about: Noise-related anti-social behaviour (‘ASB’) by a neighbour. Use of chemicals by the neighbour when cleaning in the communal hallway.
This complaint is about the landlord’s handling of the leaseholder’s concerns about: squirrels accessing his balcony via the internet cabling that had been laid by the landlord at the side of the building. the cost of remedial actions to tackle the problem being passed on to leaseholders via an increase …
The complaint is about the landlord’s response to concerns raised by the resident about major works, in particular: The amount of service charge. The length of time taken to complete the works. The quality of the decorating work. Complaint handling.
REPORT COMPLAINT 202001964 Hounslow Council 25 January 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 […]
This complaint is about the landlord’s response to the resident’s request to bring forward the installation of double glazing to her property.
The resident has complained about: The landlord’s response to her reports of a leak in her property, specifically that the leak was caused by defects in her property. The landlord’s response to her request for her rent liability to be suspended whilst she was not living at the property. The …
The complaint is about the landlord’s response to: A fire in the resident’s property The resident’s request for re-housing
The complaint is about the landlord's handling of the resident’s reports about: antisocial behaviour from neighbours a data breach and a data request complaint handling
The complaint is about the landlord's handling of the resident’s reports concerning: noise related ASB issues with the neighbours. the handling of her request to be transferred to another property.
REPORT COMPLAINT 201915048 Saxon Weald 20 January 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 […]
The complaint is about the landlord’s decision not to replace the resident’s carpet.
The complaint concerns how the landlord responded to the resident’s repair report for a communal light.
This complaint is about the landlord’s handling of the resident’s concerns about the information he was given about the Right to Acquire (RTA) the property when he accepted the tenancy.
REPORT COMPLAINT 201913423 One Vision Housing Limited 19 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The complaint refers to: The Landlord’s decision not to allow the Resident’s daughter to succeed the tenancy. The Landlord’s handling of the Resident’s reports that her husband had been given Incorrect information in 2016 regarding the assignment of the tenancy.
The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour including its communication with the resident.
REPORT COMPLAINT 201806741 Metropolitan Housing Trust Limited 18 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
REPORT COMPLAINT 202002469 Notting Hill Genesis 21 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 is about: The landlord’s handling of internal repairs to the property, including delays in completing repairs, poor communication with its contractor about the works required and the extent of the works the landlord is prepared to undertake; and The landlord’s communication with the resident in relation to the …
The complaint is about the landlord’s response to: repairs at the property; cigarette smoke entering the property.
The complaints are about: How the landlord responded to concerns raised about the attitude of its staff. The landlord’s decision not to treat the resident’s request to astro turf the rear garden as an aid and adaptation under its policy; and the landlord’s decision not to reimburse the resident the …
The complaint is about: the landlord’s handling of the resident’s reports of repairs needed to the rear door, kitchen, window sealant and fences of her property the landlord’s response to the resident’s complaint about the conduct of a staff member
The complaint is about the landlord’s response to information provided by the resident about her right to buy request.
The complaint refers to:
The complaint refers to the Landlord’s handling of the Resident’s reports of antisocial behaviour (ASB), drug use and drug distribution by his neighbour.
| 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 |