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 201910641 Places for People Group Limited 11 January 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
The complaint is about the landlord’s response to the resident’s reports about the bedroom wall at the property.
The complaint concerns how the landlord handled the resident’s reports of fumes from the heating flue in the property below.
The complaint concerns: How the landlord handled the resident’s concerns relating to the conduct of its staff. The level of support offered to the resident by the landlord with managing his tenancy. The landlord’s decision to increase the resident’s rent.
The leaseholder complains about the landlord’s response to his concerns about a staff member.
The complaint is regarding: The landlord’s administration of the resident’s service charge and rent account. The reasonableness and level of the resident’s service charges.
The complaint is about the landlord’s response to the resident’s reports of Anti-Social Behaviour (ASB).
The complaint is about the landlord’s handling of a meeting with the resident.
The complaint concerns the landlord’s decision to decline the resident’s request to replace the garden fence.
The complaint is about the landlord’s handling of the resident’s Right to Buy application.
The complaint is about the: Landlord’s handling of repairs to the communal gate. Landlord’s handling of an infestation of rodents. Level of support that the landlord provided to the resident in bidding for another property.
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
This complaint is about: a. the level of transparency shown by the landlord in relation to an increase in its service charges; b. the landlord’s response to ongoing cleaning issues at the property and its complaint handling.
The complaint is about the landlord’s response to the resident’s reports of ASB (noise) from a neighbour.
The complaint is about the landlord’s response to the resident’s complaint about its handling of her property transfer.
The complaint is about the landlord’s handling of antisocial behaviour (ASB).
The landlord’s decision to restrict contact with the resident.
The complaint is about the landlord’s response to: The resident’s reports of boundaries issues between hers and the neighbouring property. The resident’s concerns about being advised to reinstate her garden and her request for the landlord to undertake the works to install a driveway. Since completing the complaints procedure, the …
The complaint is about: The landlord’s handling of the resident’s reports of ASB (antisocial behaviour) and noise disturbance from January 2020 until June 2021. The landlord’s handling of the resident’s reports of ASB (antisocial behaviour) and noise disturbance from June 2021 onwards. The landlord’s issuing of a warning to the …
The complaint is about the landlord’s handling of the resident’s complaint about a leak in her home and her request for compensation for the damage it caused.
REPORT COMPLAINT 202013454 The Riverside Group Limited 20 December 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 response to the resident’s reports about:
The complaint is about the landlord's decision not to replace the resident’s living room and kitchen flooring damaged by flooding.
The complaint is about: The landlord’s handling of the resident’s reports of noise nuisance and antisocial behaviour (ASB) from his neighbour. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s report of a broken shower. The resident’s report of a broken bathroom door handle and latch. The associated formal complaint.
The complaint is about: The landlord’s handling of the resident’s transfer application. The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s response to the resident’s request for a management move. The landlord’s response to the resident’s reports of rats in her garden.
The resident is complaining about the landlord’s handling of antisocial behaviour by her neighbour.
The complaint concerns: The landlord's handling of repairs to the bathroom ceiling, floor, and shower screen. The landlord's handling of repairs to the kitchen ceiling.
The complaint is about the landlord’s response to the resident’s concerns regarding: contractors attending during the COVID-19 pandemic. the level of contact from its contractors. Her personal information being shared.
The complaint concerns how the landlord handled the resident’s reports of antisocial behaviour (ASB).
This complaint is about the landlord’s handling of: the resident’s reports of mould in the property; the resident’s reports of anti-social behaviour (ASB); the resident’s request for a property transfer; a notice to quit it issued to the resident.
The complaint is about: The conduct of a member of the landlord’s staff during a phone call on 24 August 2020. The landlord’s communication with the resident about her reports of issues with her neighbours.
The complaint is about: The comments made by the landlord’s staff, about the resident, to the occupiers of the property next door.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from a neighbour.
The resident complains about: the landlord refusing her father access into her property during the covid pandemic. the landlord’s failure to act accordingly in line with the Equality Act 2010. the landlord’s handling of her complaint.
The complaint concerns the landlord’s handling of:
This complaint is about the landlord's response to the resident’s reports of Anti-social behaviour (ASB) and his request for a management transfer.
The complaint is about the landlord’s: Handling of the resident’s management move. Response to the resident’s concerns about the cost of heating at the property. Response to the resident’s concerns about a safeguarding matter being raised. Response to the resident’s concerns about a contact restriction.
The complaint is about the landlord’s response to the installation of a trellis on a neighbouring property.
The resident has complaint about the landlord’s handling of a pigeon infestation and related works to his roof.
The complaint is about the landlord’s response to the resident’s reports that the property is too cold – due to the location and operation of the Auto Opening Vent (AOV) system.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
This complaint is about the landlord's refusal of the resident’s request to either succeed to, or transfer into, her late mother's property.
The complaint concerns: The condition of the property at the start of the resident’s tenancy. How the landlord handled the resident’s reports of repairs required to the walls and a boundary fence. The landlord’s decision not to reimburse the resident for work to replaster the walls and replace the doors …
The complaint is about the landlord’s handling of repairs following leaks in the resident’s home.
The complaint is about the landlord's response to the resident’s concerns regarding the condition of the property’s back door and the landlord’s handling of the associated formal complaint.
The complaint refers to: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from her neighbour. The landlord’s handling of the associated complaint.
The complaint is about the way the landlord considered the complainant’s application for housing and its handling of the complaint.
The complaint is about: The local authority’s decision to allocate the property to the resident and the conduct of the Allocations Officer. The landlord’s response to the resident’s concerns regarding the safety of the electrical, water, drainage, and heating systems. The Ombudsman has also considered the landlord’s handling of the …
The complaint is about the landlord’s response to the resident’s reports of overcrowding and difficulties experienced with the bidding process.
| 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 |