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 how the landlord handled the resident’s reports of: A bat infestation in the loft of the property. Water damaged plasterboard across the gable end of the house from July 2022 to January 2023. Repairs of the ceilings and works to address mould during her decant from …
The complaint it about the landlord’s handling of the resident’s concerns about cavity wall insulation.
The complaint is about the landlord’s response to the resident’s: Reports of flies and odour in the property, including associated repairs. Reports of damp and mould. Request for additional electrical sockets. Concerns about council tax payments. Dissatisfaction with being allocated the property. Report of a rodent infestation.
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould. A leak from a neighbouring property. Discrimination by a member of staff.
The complaint is about the landlord's handling of the resident's reports of a leak and remedial works. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s reports of: Leaks within the property. Damp and mould within the property.
The complaint is about: The landlord’s handling of the resident’s reports of repairs to his property. The landlord’s response to the resident’s reports of excessive heating costs at the property. The landlord’s handling of the resident’s request to move.
The complaint is about the landlord’s response to requests to install a fence in the resident’s garden .
REPORT COMPLAINT 202311541 Thrive Homes Limited 7 January 2025 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 handling of the resident’s: Reports of antisocial behaviour (ASB). Concerns about being recharged for a bathroom sink. Reports of damp and mould.
The complaint is about the landlord’s response to the resident’s reports that her kitchen extractor was not working effectively.
The complaint is about: The landlord’s response to the resident’s concerns about the administration of her rent account and the calculation of her monthly direct debit. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of: Concerns raised about staff conduct. The associated complaint.
The complaint is about the landlord’s response to the resident about: A pest infestation. Works being done to the flat below without notice. His concerns that problems with the property cause him health issues.
The complaint is about the landlord’s handling of: The resident’s concerns about the water tanks and water quality. External redecoration of the block. The communal garden. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s response to the resident’s report of a broken fence.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
REPORT COMPLAINT 202308173 Home Group Limited 19 December 2024 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 response to the resident's request for a refund of his service charge. The landlord's response to the resident’s report of faulty lighting in the communal areas of his block. The landlord's complaint handling.
The complaint is about the landlord’s: Handling of the major works at the property. Calculation of the disruption payment offered to the resident in relation to his temporary move.
The complaint is about the landlord’s handling of the resident’s: Concerns about the condition of the garden. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s concerns regarding: Gas safety checks at the property. Payment of court fees in relation to an injunction for gas safety checks. The landlord’s mergers from 2016. The amount of rent charged. Queries relating to her tenancy agreement. Repair requests. Her …
The complaint is about the landlord’s response to the resident’s request for concrete in the garden to be re-laid.
The resident’s complaint is about the landlord’s decision to warn him about what it considered to be unreasonable behaviour from him during a phone call.
The complaint is about the landlord’s response to the resident’s concerns about the security and facilities provided at his retirement village.
The complaint is about the landlord’s response to the resident’s: Report of a water leak under the kitchen sink. Request to replace flooring in the kitchen.
The complaint is about the landlord’s handling of the resident’s concerns about: His requests for a detailed breakdown of service charges. Charges for the replacement of a warden call system. Communal ground maintenance. Maintenance issues. Parking arrangements for residents.
REPORT COMPLAINT 202223158 Peabody Trust 9 December 2024 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 response to the resident’s reports of pests within the property.
The complaint is about the landlord’s handling of: The resident’s reports that the landlord’s actions resulted in a Data Protection Act (DPA) breach. The resident’s concerns about the landlord’s administration of their rental account.
The complaint is about the landlord’s handling of: The resident’s reports of the neighbours feeding the birds. Measures to prevent birds sitting on the resident’s roof, causing excrement and damage. Delays in providing a copy of an Environmental Health report.
The complaint is about the landlord’s handling of the resident’s concerns about staff conduct during a telephone call.
The complaint is about the landlord’s: Decision to issue a notice of seeking possession (NOSP). Handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of odours.
The complaint is about the landlord’s response to the resident’s request to retain her CCTV security system.
The complaint is about the landlord's handling of: Repairs to the door entry system during and after a power cut. Concerns about fire safety and whether the landlord provided a service in return for the fire safety service charge.
The complaint is about: The landlord’s handling of the resident’s request to have their name removed from a tenancy. The resident’s priority for social housing.
This complaint is about the landlord’s handling of a gas leak at the property.
The complaint is about how the landlord responded to the resident’s report about interference with his gas meter. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Concerns about the concierge not providing visitor access to the carpark. Associated formal complaint.
The complaint is about the landlord’s response to: the resident’s reports of repairs in the property. the resident’s request for adaptations to be made to the property.
The complaint is about: The landlord’s response to the resident’s report that the communal door lock had been changed to one with a latch, which had led to residents latching the door open. The landlord’s handling of the associated complaints.
The resident’s complaint is about the landlord’s response to: The resident’s reports of noise nuisance from her neighbour (“N”). The resident’s request for a move. In 2022, the resident had made a number of reports about noise from her neighbour. She made an application to the Environmental Health team (EHO) …
The complaint is about the landlord’s: Decision to demolish the resident’s block of flats. Handling of the resident’s concerns relating to the property’s energy performance certificate (EPC). Response to the resident’s report of poor staff conduct. Handling of the resident’s reports of noise nuisance at the property. Handling of the …
The complaint is about: The landlord’s response to the resident’s request for cyclical decoration works. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of antisocial behaviour (ASB) reports made against the resident.
The complaint is about the landlord’s: response to the resident’s reports about: antisocial behaviour (ASB); repair issues following a leak; complaints handling.
The complaint is about the landlord’s handling of: Strong cooking odours from the resident’s neighbour’s property. Smoking in the communal parts of the building.
The complaint is about the landlord’s response to the resident’s request for compensation for: Additional heating costs due to a lack of insulation to the top bedroom. Potential health and safety risks due to a lack of fire-stopping. The reported disruption caused to the resident’s household during the insulation remedial …
The resident’s complaint is about the landlord’s handling of: Reports of repairs needed to the communal drainage. Requests for reimbursement of costs.
| 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 |