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 resident’s queries regarding: Her request for it to provide a double oven in the property. The landlord installing some kitchen units which did not match the existing units. The length of time taken for the landlord to paint the kitchen wall. …
The complaint is about the landlord’s decision not to escalate the resident’s complaint to stage two of its complaints process.
The complaint relates to the landlord’s: Response to the resident’s enquiries and concerns about charges. Response to the resident’s concerns about staff conduct. Handling of the resident’s complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of discrimination. Communication about an issue with the energy meter. Handling of the complaint.
The complaint concerns: The landlord’s decision not to replace the bathroom and the kitchen in the resident’s property. The associated formal complaint into this matter.
The complaint concerns the landlord’s response to the resident about: The cleaning of the communal areas. The rent and service charges increase.
The complaint is about the landlord’s handling of the resident’s: application for housing; concerns that he had been discriminated against during the housing application process.
The complaint is about the landlord’s handling of, and response to, the resident’s application for a mutual exchange.
The complaint is about the landlord’s handling of the resident’s reports of fly-tipping.
The complaint is about the landlord's handling of: the resident’s request to be rehomed due to overcrowding and medical needs; and the landlord’s offers of accommodation in December 2021.
The complaint is about the landlord's handling of the resident's concerns about the neighbour’s use of the parking spaces outside their property.
The complaint is about the landlord’s response to the resident’s request for it to replace her heating system. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the way the landlord handled the resident’s reports of drug- and tobacco-related antisocial behaviour and harassment.
The complaint is about: The landlord’s response to the resident’s concerns about the condition of the property; The landlord’s response to the resident’s request for reasonable adjustments due to his medical conditions; The landlord’s handling of the resident’s rent arrears; and The landlord’s decision to rescind the property offer.
The complaint is about the landlord: Failing to advise the resident that he was signing a tenancy agreement. Failing to inform the resident of anti-social behaviour at the property.
The complaint is about the landlord’s handling of repairs concerning the kitchen, bathroom and front door.
The complaint is about the landlord’s handling of the resident’s reports that the white goods in their property were faulty when he moved in.
REPORT COMPLAINT 202123560 Stockport Homes Limited 19 April 2023 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 decision not to grant permission for the resident to keep his dog at the property.
The complaint is about the landlord’s communication about the leaseholder’s buildings insurance policy terms and the claim process. The leaseholder is also dissatisfied with the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: The resident’s telephone calls which were disconnected. The associated complaint.
The complaint is about the landlord’s response to the resident’s request to reclassify her property from a three-bedroom to a two-bedroom property.
The complaint is about: The landlord’s handling and response to the resident’s request to remove redundant piping, boxing in, and a false wall in the living room. The landlord’s handling of boxing in of a live gas pipe. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s response to the resident’s request for permission to erect fencing, due to his concerns about antisocial behaviour.
The complaint is about the landlord’s response when the resident asked the landlord to explain the difference in rent paid by the resident and a neighbour.
This complaint is about the landlord’s: Decision not to install a particular style of fence. Response to the resident’s concerns about the boundary line. Response to the resident’s concerns that he had been discriminated against.
The complaint is about the landlord’s handling of the resident’s request for a management move.
The complaint is about: The landlord’s response to a complaint about communal cleaning provision. The landlord not providing a breakdown of service charges.
The complaint is about: The landlord’s handling of the resident’s reports of blocked drains outside her property. The landlord’s complaints handling.
The complaint is about: The landlord’s response to the resident’s concerns about it referring her to a mental health agency. The landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The complaint is about the landlord’s handling of rent arrears accrued at a previous address.
The complaint is about: The landlord’s decision to remove the communal porch doors to the resident’s property. its associated complaint handling.
This complaint is about the landlord’s handling of: The resident’s reports concerning antisocial behaviour. The resident’s request for a management transfer. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about an external management fee that forms part of the annual service charge costs.
The complaint is about the landlord's handling of the resident’s reports of antisocial behaviour (ASB) from a neighbour from August 2021 to May 2022.
The complaint is about: The landlord’s maintenance of communal grounds; The landlord’s handling of reports of poor staff conduct toward the resident.
The complaint is about the landlord’s handling of the resident’s: Request for the balcony at the property to be painted. Reports of mould around the seal of the bath and hand basin. Request for a bedroom window to be replaced by a door.
The complaint is about the landlord’s: handling of the resident’s reports of anti-social behaviour (ASB); handling of the resident’s request to be moved to a suitable property.
The complaint is about the landlord’s: handling of reports of anti-social behaviour, and ; complaint handling.
This complaint is about the landlord’s handling of items left in the communal areas.
This complaint is about the resident’s reports of the landlord’s handling of: The level of service charge. The standard of the ground maintenance service paid for by way of service charge. The administration of service charge account. Non-residents parking on the estate. The formal complaint throughout its internal complaints procedure.
The complaint is about the landlord’s handling of repairs to the resident’s toilet and its subsequent offer of compensation.
The complaint is about the landlord’s handling of the resident’s request to replace the wire fencing and his subsequent request to be compensated following the removal of the old fence panelling.
The complaint is about the landlord’s handling of: The valuation of the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of banging pipe noises and electrical issues within the property.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB) and his request for a management transfer.
The complaint is about the landlord's handling of the resident's reports of condensation, damp and mould and the resulting repairs undertaken.
The complaint is about the landlord’s decision not to remove the steps at the front of the resident’s building.
The complaint is about the landlord’s handling of the consultation process with residents, prior to the 2021 partnership between the landlord and another housing association. The Service has also considered any associated complaint handling.
The resident has complained about the landlord’s management of the gardening contract and its decision not to refund her service charge.
| 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 |