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 report that a staff member closed her complaint with the Ombudsman untruthfully. The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from her neighbour.
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 concerns regarding delays in the sales process to sell the property. Response to a leak into the property. Complaint handling.
The complaint is about the landlord’s response to the resident’s reports about damp, mould and repairs issues and her request to be rehoused.
The complaint is about the landlord’s response to the resident’s reports of noise from a neighbour.
The complaint is about the landlord’s handling of the resident’s request for a new kitchen.
This complaint is about the landlord’s response to the resident’s report of a leak from the flat upstairs.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The complaint refers to: The landlord’s handling of the resident’s reports of noise nuisance from his neighbour’s property.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour and illegal activity in the communal areas.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
The resident complains about the landlord’s response to her reports of repairs required at the property.
The complaint concerns the landlord’s handling of electric works at the property. The complaint is also about the landlord’s complaints handling.
The complaint concerns the landlord’s decision regarding the closure of the guest room in the resident’s building.
The complaint is about the landlord’s response to the resident’s: concerns over the condition of the property. concerns relating to the Energy Performance Certificate (EPC). request for a property transfer.
The complaint is about the landlord’s response to the resident’s requests for a vehicle to be prevented from parking in front of his window.
The complaint is about: The amount that the landlord charged the resident for cyclical painting and decoration to the communal areas of his building. The landlord’s response to the resident’s reports about the standard of the cyclical painting and decoration to his building’s communal areas. The landlord’s response to the …
The complaint is about the landlord’s response to the resident’s report of his electrical storage heater causing high heating costs for his property.
The complaint concerns how the landlord handled the resident’s: housing application formal complaint into this matter. allegations of discrimination by its staff members.
The complaint is about the landlord’s handling of the resident’s request for wooden fencing in her rear garden.
The complaint is about the landlord’s: Administration of the resident’s rent account. Handling of an anti-social behaviour (ASB) allegation about the resident. Response to the resident’s ASB allegation reported on 3 July 2019.
The complaint concerns the landlord’s response to: The residents’ request for an independent surveyor assessment. The residents’ reports of defects to the communal areas. The residents’ complaint about its poor communication and management of the property. The residents’ concerns raised about the NHBC warranty.
The complaint is about: The landlord’s handling of the resident’s application for a mutual exchange. The landlord’s decision to not allocate the proposed property to the resident following the collapse of the mutual exchange.
The complaint is about the landlord’s handling of the resident’s request for rehousing, property adaptations and support for medical needs. This Service has also assessed the landlord’s complaint handling.
REPORT COMPLAINT 202001978 Chelmer Housing Partnership Limited 29 September 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 resident has complained about the landlord’s handling of requests that it carry out work to remedy various faults found when he moved into his shared ownership property in November 2019. The resident has complained about the landlord’s handling of his report of a leak in his bathroom. The resident …
REPORT COMPLAINT 202012509 The Riverside Group Limited 29 September 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 […]
This complaint is about:
The resident complained that the landlord: Had failed to provide proof that she had an affordable rent tenancy. Had responded unreasonably to her rent arrears. Had unreasonably increased her rent.
The complaint is about: the landlord’s handling of the resident’s reports of noise nuisance from his neighbour. The effect on the resident’s health and wellbeing.
The complaint refers to: The landlord’s handling of the letting of the property to the resident in October 2019. The landlord’s response to the resident’s concern that the feedback survey he had completed in November 2019 had been altered by a member of the landlord’s staff. The resident’s concern about …
The complaint is about the landlord’s: Handling of a leak and the associated remedial repairs. Response to the resident’s request for compensation for the carpet, which was damaged by the leak.
The complaint refers to: The landlord’s response to the resident’s concerns about the administration of her rent account in 2019 and 2020. The resident’s concerns about the administration of her rent account in 2015-16. The resident’s request for a rent refund. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of:
The complaint concerns how the landlord: Responded to the resident’s report of antisocial behaviour (ASB). Managed its correspondence with the resident during the complaint.
The complaint is about: The level of rent charged by the landlord to the resident based on the number of bedrooms in the property. The landlord’s response to the resident’s concerns over the number and size of the bedrooms in the property.
The complaint is about the landlord’s: Response to the resident’s concerns regarding the administration of service charges. Response to the resident’s concerns regarding the Neighbourhood Officer. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance and her request for a management transfer for this and for medical reasons.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The amount of service charge the resident had to pay during the covid-19 lockdown when he says services were not provided. The landlord’s response to the resident’s concerns about grounds maintenance and pest control services. …
The complaint is about the landlord’s response to the resident’s: reports about maintenance issues at her property, including: mould; electrical safety; concerns about the investigation and removal of asbestos at her property.
The complaint concerns the landlord’s handling of repairs to the resident’s heating system.
The complaint is regarding: The landlord’s handling of the resident’s reports of a leak in his property. The landlord’s response to the resident’s claim for the cost of new carpets following the water leak.
The complaint is about: the landlord’s response to a faulty door mechanism in the main entrance and the resident’s fire safety concerns. information provided to the resident around the uncapping of gas and electricity. antisocial behaviour (ASB). the resident not being provided with decoration vouchers. parking and ASB issues affecting …
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 …
The complaint concerns the landlord’s handling of works needed to the resident’s boiler.
The complaint is about the landlord’s response to the resident’s reports of repair issues with cracks in his walls and ceiling.
The complaint is about the landlord’s handling of the resident’s reports of: A silverfish infestation. Boiler repairs and a bathroom leak.
The complaint is about the landlord’s: Handling of the resident’s request for the data it held about him. Response to the resident’s concerns about the heating system in his home. Response to the resident’s concerns about the conduct of the operatives visiting his property.
The complaint is about the landlord’s handling of the resident’s tenancy sign-up.
| 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 |