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 reports about communal lighting. The resident’s reports about the intercom system. The resident’s reports about the CCTV system. The formal complaint.
The complaint is about how the landlord handled the resident’s concerns about a security gate installation. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s request for compensation for damage to her decorations from various leaks in the property . Handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of pests in his property and the communal areas.
The landlords handling of:
The complaint concerns the landlord’s response to the resident about: The cleaning of the communal areas. The rent and service charges increase.
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.
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 response to the resident’s concerns related to staff conduct. The landlord’s complaint handling.
The resident’s complaint is about the landlord's handling of external redecoration works to the property. The landlord’s complaint handling has also been considered.
The complaint is about the resident’s concerns that that the landlord has withheld consent for adaptations works to be carried out.
The complaint is about the landlord’s handling of the resident’s request for succession to the tenancy at the property.
The complaint is about the landlord’s response to the resident’s concerns about the quality of the carpet in the property.
The complaint is about the landlord’s refusal of a request for a management transfer.
The complaint is about the landlord’s response to the resident’s request for a bathroom replacement.
This complaint is about the landlord’s response: to the resident’s report of anti- social behaviour (ASB) from her neighbours. to the resident’s report of staff conduct. to the related complaint.
The complaint is about the landlord’s response to the resident’s compensation request in respect to structural works, for which she was decanted from her property for seven weeks.
The complaint is about the landlord’s handling of the resident’s: Request for a refund of the service charges and details of the costs. The landlord’s management of the resident’s rent account. The Ombudsman has also considered the landlord’s complaint handling and compensation offered.
The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s response to the resident’s request to be re-housed under the management transfer process.
The complaint is about the landlord’s handling of the resident’s request for rehousing.
The resident complains about the landlord’s handling of: repairs to the main entrance door/intercom and the request for compensation for this, and; the formal complaint.
The complaint is about the landlord’s handling of: The issuing of a final warning letter to the resident following her anti-social behaviour (‘ASB’) reports and counter allegations. The resident’s request to be rehoused.
This complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB) the resident’s reports of noise disturbance the resident’s reports of the lack of maintenance of the neighbour’s garden including dog fouling the related complaint
The complaint is about the landlord’s handling of the residents reports of Anti-Social Behaviour (ASB) and inadequate sound insulation at his property.
The complaint is about: The information provided by the landlord about the property and the tenancy type during the tenancy offer process in 2019. The landlord sending the resident details about another tenant during the stage one complaint response. The landlord’s decision to not to allow the resident to purchase …
The complaint concerns the landlord’s response to the resident’s reports about the dividing fence in her garden. The landlord’s complaints handling has also been investigated.
This complaint is about: The level of redress the landlord offered in respect of its acknowledged delays and failures whilst handling a loss of hot water to the property, the resident’s transfer of ownership and her subsequent complaint; The landlord’s handling of repairs to the building’s entry system, along with …
The complaint is about: The landlord’s response to the resident’s concerns about its handling of her personal data and her concerns about data breaches. The landlord’s response to the resident’s concerns, following the breakdown of her relationship and the subsequent Family Court proceedings, about her occupation of the property.
The complaint is about the landlord’s response to the resident’s reports that two of her bicycles had been stolen from a communal bicycle shed. The complaint is also about the landlord’s response to the resident’s reports regarding: ongoing antisocial behaviour (ASB) in the communal areas at the estate; a flood …
The resident complains about: The landlord’s response to his reports of damp and mould in his property from 2017 to 2019, a complaint about which was escalated through the landlord’s complaint procedure in 2019. The landlord’s response to his reports of damp and mould in his property, a complaint about …
This complaint is about: The landlord’s response to the resident’s request for reimbursement of plumbing costs and repairs to damage following a toilet leak. The landlord’s handling of the resident’s reports of damp and mould in the communal area of the property.
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 handling of the resident’s complaint about a leak in her home and her request for compensation for the damage it caused.
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 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 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 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 is about: The landlord’s response to the resident’s reports of staff conduct during a telephone call in May 2020. The landlord’s response to the resident’s reports of staff conduct during an inspection on 13 January 2021. The landlord’s response to the resident’s reports of a contractor attending her …
The complaint is about the landlord’s response to the resident’s reports of noise from a neighbour.
The resident complains about the landlord’s response to her reports of repairs required at the property.
The complaint is about: The landlord’s response to the resident’s request for it to replaster her property. The landlord’s handling complaint handling.
The complaint is about the landlord’s response to the resident’s reports about: handling of a boiler installation, moving a carbon monoxide detector, replacement of a rusty radiator, bathroom wall cracks, replacement of a towel handle, and replacement of a vacuum cleaner. holes around the boiler. This Service has also investigated …
REPORT COMPLAINT 202106023 Clarion Housing Association Limited 16 August 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 concerns how the landlord handled repairs to fix water leaks in the property.
REPORT COMPLAINT 202004901 Clarion Housing Association Limited 14 July 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. […]
The complaint concerns how the landlord responded to the resident’s reports of antisocial behaviour (ASB).
The complaint refers to: The landlord’s handling of the resident’s reports of antisocial behaviour and noise nuisance.
The complaint concerns the landlord’s response to the resident’s reports of condensation on her windows.
| 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 |