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 refers to: The landlord’s handling of the major adaptations to the resident’s property. The resident’s concerns about delays caused by the local authority and its appointed contractor in completing the adaptations.
REPORT COMPLAINT 202012977 Paradigm Housing Group Limited 6 June 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 […]
The complaint refers to: The landlord’s response to the resident’s Right-to-Buy application (RTB).
The complaint concerns: The landlord’s handling of charges associated with the car park. The landlord’s decision to withhold information from the resident’s subject access request. The level of rent charged to the resident.
The complaint is about the landlord’s response to the resident’s reports of ASB.
The resident complains about the landlord’s offer of compensation in response to concerns about damp and a leak at the property.
The complaint is about the landlord’s response to the resident’s reports about: Anti-social behaviour (‘ASB’). Complaints handling.
The complaint is about the landlord’s response to the resident’s reports of noise and anti-social behaviour (ASB) at the property including cigarette smoke from the property below.
The complaint is about the landlord's response to the resident's request to be reimbursed for a parking fine.
The complaint concerns: the condition of the property at the start of the resident’s tenancy. The effect that this matter has had on the resident’s existing medical conditions.
The complaint is about the landlord’s handling of: the resident’s antisocial behaviour reports concerning two neighbouring properties. the resident’s concerns about asbestos in the property she resides in.
The complaint is about to the landlord’s response to the resident’s: Reports of anti-social behaviour (ASB) relating to vehicles parking in disabled bays. Reports of dogs fouling on pavements. Concerns about the condition of the pavements.
REPORT COMPLAINT 202000884 Network Homes Limited 26 May 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 is […]
The complaint is about the landlord’s response to the resident’s reports about antisocial behaviour (ASB) from her neighbour.
The complaint is about: The landlord’s handling of the resident’s proposed sale of her property. The landlord’s handling of the associated complaint.
The complaint concerns the landlord’s handling of the resident’s request for a second parking permit.
The resident complains about the landlord’s response to his concerns about: The condition of the garden at the property, and his requests for compensation in relation to this. A tree within the garden that he would like to remove. Replacement of the kitchen.
The complaint is about the landlord’s response to the resident’s reports of: Subletting; and Noise nuisance.
The complaint is about the landlord’s communication to the resident about her rent arrears and rent increase.
This complaint is about the landlord’s handling of: the resident’s pest control reports at her previous address; the resident’s request for a bath to be installed at her previous address; the resident’s request to be re-housed; the resident’s reports of repairs needed at her current address.
The complaint concerns: the landlord’s response to the resident’s complaint about its communication with her during her adaptation building works. the landlord’s decision not to reimburse the resident for any costs she incurred during the adaptation works. the landlord’s request for the resident to pause building work to her home.
The complaint is about the landlord’s response to the resident’s reports about:
The resident complained: About repairs to resolve damp and mould in her property; That she should be allowed to move property.
The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (ASB) noise nuisance.
The complaint is about: The landlord’s response to the resident’s report of scaffolding remaining in place for an extended period. The landlord’s response to the resident’s report of a leak. The landlord’s handling of the associated complaint.
The complaint concerns: The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The length of the notice period required by the landlord before the resident left the property, as well as the rent payable during this period. The landlord’s handling of the associated formal complaint.
REPORT COMPLAINT 202010520 Clarion Housing Association Limited 7 May 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: The landlord’s handling of refurbishment work at the resident’s property in 2016 and his claims for damaged goods that resulted from this. Outstanding repairs to the bathroom extractor fan and living room/bedroom window opening system in the resident’s property. The landlord’s handling of the resident’s reports of …
The complaint concerns: the landlord’s response to the resident’s reports of a water leak in her property. the landlord’s handling of historical issues to the resident’s property. the impact the condition of the property had on the resident’s health.
The complaint concerns: the landlord’s response to the resident’s questions concerning the communal garden. the landlord’s response to the resident’s historical concerns with the communal garden.
The complaint is about:
The complaint is about the landlord’s decision not to compensate the resident for works he said he carried out to the kitchen, at his own expense, due to the poor quality of workmanship of the landlord.
The complaint concerns: the landlord’s handling of the resident’s eviction. the landlord’s complaint handling. the landlord’s response to concerns raised by the resident that were not addressed as a formal complaint through the landlord’s complaints procedure.
The complaint is about the landlord’s response to the resident’s reports about: handling of outstanding repairs to the heating and hot water system. level of cleaning and maintenance in the communal areas. administration of service charges and requests for information relating to costs.
The complaint refers to: The landlord’s response to the resident’s reports of repairs needed to his radiators, flooring, and boiler. The resident’s concerns that the landlord has labelled him as ‘dangerous’. The resident’s concerns related to the landlord’s use of his data and an alleged data protection breach.
The complaint is about the landlord’s handling of the resident’s housing transfer application and his reports of overcrowding.
The complaint is about the landlord’s response to the resident’s request to purchase her property:
The complaint is about the landlord’s response to the resident's concerns about low water pressure being supplied to her property.
The complaint is about the landlord’s response to the resident’s reports about: handling of service charge queries customer service and staff conduct complaint handling
The complaint concerns the landlord’s handling of the resident’s outstanding arears.
The complaint is about the landlord’s decision not to level the garden at the resident’s property.
The complaint is about the landlord’s handling of reports of Anti-Social Behaviour (ASB).
The complaint is about:
The landlord’s response to the resident’s reports of anti-social behaviour. The landlord’s complaint handling.
REPORT COMPLAINT 202004595 Clarion Housing Association Limited 14 April 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 provision of services by the landlord during the Covid-19 pandemic, specifically the scheme manager service and access to communal areas; The landlord’s response to the resident’s request for a service charge refund in relation to the scheme manager service and access to communal areas.
This complaint is about:
The complaint concerns the landlord’s handling of the resident’s report of a pest problem in her property.
The complaint is about the landlord’s: handling of the resident’s report that its operatives attended the property without prior notice; handling of the resident’s report that its operatives attended without appropriate personal protective equipment (PPE) and did not maintain social distancing and; removal of waste items left outside the resident’s …
The complaint is about the landlord’s handling of an anti-social behaviour report made against the resident.
| 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 |