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 handling of the resident’s: reports of antisocial behaviour (ASB), and the counter allegations of ASB made against her; concerns regarding her shared driveway and garden.
The complaint is about the landlord’s handling of: Repairs to the resident’s property including: The removal of a wire fence from the garden. Repairs to the drainage in the garden. Repairs to the driveway and path. The resident’s reports of leaks in the wet room. The resident’s reports of damage …
The complaint is about the landlord’s response to the resident’s: Request for an investigation and review of the landlord’s letter dated 31 March 2022 in relation to his queries. Disrepair and damage to the ceiling caused by water from a flood in 2003. Queries about Insurance for water damage. Concerns …
The complaint is about the landlord’s response of the resident’s reports of: Mechanical ventilation issues. Various repairs. Staff conduct. Allegations of antisocial behaviour (ASB) This Service has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202202399 Hornsey Housing Trust Limited 9 January 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 […]
The complaint is about the landlord’s handling of the boiler and thermostat.
The complaint is about the landlord’s response to the resident about: its handling of her ASB reports. its decision to extend the introductory tenancy.
The complaint is about the landlord’s handling of the resident’s: Request for reimbursement of her service charge. Concerns regarding gas safety at the property. Snagging reports.
The complaint is about the landlord’s response to the resident’s concerns that: She has been overcharged rent. She has been charged grounds maintenance for services not received. Her signature was forged on her tenancy agreements.
This complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The resident’s request to be rehoused.
The complaint is about the landlord’s response to the resident’s queries about his service charges. This Service has also investigated the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s request for a transfer.
The resident’s complaint is about the landlord’s response to: The resident’s reports of issues with bin store maintenance. The resident’s reports of drug dealing from a neighbouring property. The resident’s concerns about communal window cleaning and grounds maintenance. The resident’s request that the landlord remove signage from the building and …
The complaint is about the landlord’s response to the resident’s reports of structural noise issues with the property.
The complaint is about the landlord’s handling of the resident’s: Request to be re-housed. concerns about staff conduct . reported repairs and the condition of the property at the time it was let to the resident. associated complaints.
The complaint is about the landlord’s handling of the resident’s: Request to be re-housed. Concerns about staff conduct . Reported repairs and the condition of the property at the time it was let to the resident. Associated complaints.
The complaint is about: the landlord’s handling of the decision to decommission the resident’s property; the landlord’s handling of the resident’s rehousing concerns.
The complaint is regarding the landlord’s; Handling of the repair of a leak. Handling of the repair of the communal entrance door. Handling of the resident’s reports about antisocial behaviour. Communication with the resident regarding rent arrears.
The complaint is about the landlord’s response to the resident’s request to install a solid fuel heating system and a pizza oven with associated covering structure.
The complaint is about the landlord’s handling of: Repairs to the kitchen flooring leading to a leak from within the property. A pest infestation within the property. The resident being moved into temporary accommodation. Reports by the resident that his fridge was broken, and carpets stained.
The complaint is about the landlord’s handling of: The resident’s reports of excess cold in a single-storey side extension. The resident’s mutual exchange application. Reports of antisocial behaviour (ASB) made by the resident.
The complaint is about the landlords handling of the resident’s reports of antisocial behaviour (ASB).
This complaint is about the landlord’s: Decision to seek possession of the resident’s home. Handling of a Right to Buy application. Decision to continue to charge rent while seeking possession of the property .
The complaint was about: The landlord's response to the resident’s concerns about the use of a stair lift in the property. The landlord's response to the resident’s concerns about emergency fire escape lighting being left on permanently. The landlord's response to the resident’s reports that a member of staff had …
The complaint is about the landlord’s communication in relation to the resident’s fire safety concerns within the building. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s response to the resident’s privacy concerns and his request that it increase the height of the boundary fence.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from his neighbour.
The complaint is about the landlord’s handling of the resident’s decision to terminate his tenancy due to concerns about antisocial behaviour (ASB) and damp and mould at the property.
The complaint is about the landlord’s handling of the resident’s queries about service charges.
The complaint is about the landlord’s handling of the resident's reports of noise nuisance from his neighbour’s property.
This complaint is about: The landlord’s management of repairs within the property including cancelled repair requests, damp remedial works, and a replacement kitchen. The landlord’s handling of reports of staff misconduct.
The complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB). the associated complaint.
The complaint is about the landlord’s handling of The resident’s reports of a foul smell in the property. The associated complaint.
The complaint is about the landlord’s handling of noise disturbance and antisocial behaviour (ASB).
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from neighbours. The landlord’s response to the resident’s concerns about the conduct of her housing officer. This Service has decided to consider the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about parking arrangements.
The complaint is about: The landlord’s handling of damp and mould. The landlord’s decision not to award compensation for damaged goods.
REPORT COMPLAINT 202220930 Origin Housing Limited 30 October 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 response to the resident’s concerns with the proposed heating system replacement.
The complaint is about the information provided by the landlord in relation to parking at the resident’s property.
The complaint is about the landlord’s response to the resident’s request for it to replace his floor covering and underlay.
This complaint is about: The landlord’s handling of damp and mould problems in parts of the resident’s home. The landlord’s contractors not taking covid precautions.
The complaint is about the landlord’s handling of: The resident’s concerns about how the viewing for her property was arranged. The resident’s concerns about the condition of her windows and French doors and her request to the landlord to have these repaired or replaced .
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Response to the resident’s concerns about staff conduct. Handling of the associated complaint.
REPORT COMPLAINT 202204056 Clarion Housing Association Limited 18 October 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 […]
The complaint is about the landlord’s response to the request for an allocated disabled parking space.
The complaint is about the landlord’s handling of the resident’s request for better communal lighting and the current communal door to be replaced by a metal door and a fob entry system. This Service will also look at the landlord’s complaint handling.
The landlords: Decision not to further investigate the resident’s complaint from November 2018. The associated complaint.
The complaint is about: Components of the resident’s service charge. The landlord’s conduct towards the resident in carrying out its housing management functions.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance from his neighbour, and; the resident’s reports of antisocial behaviour from 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 |