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 a cockroach infestation in her block; and The reasonableness of the landlord’s proposal to increase the resident’s service charge. The Ombudsman has also considered the landlord’s handling of the resident's complaint.
The complaint is about: The landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB) in and around her building. The landlord’s response to the resident’s concerns about the communal doors, car park gate and the building’s ventilation system.
The complaint is about the landlord’s: Handling of the annual gas safety inspection at the resident’s property during the Covid-19 pandemic; Handling of an asbestos survey at the resident’s property during the Covid-19 pandemic; Complaint handling.
In their form and email to the Housing Ombudsman Service, the resident has complained: The landlord has not compensated the resident for damages caused by a boiler leak in January 2019. The resident is charged a different amount to other residents of similar properties on the same road. The landlord …
The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour (ASB). The landlord’s complaint handling.
This complaint is about the landlord’s response to the resident’s concerns regarding the following issues: The compensation offered for belongings damaged by damp and mould at her previous property. Duplication of rent resulting in rent arrears in 2019. The additional cleaning and decorating required at her new property prior to …
The complaint concerns the landlord’s handling of the resident’s reports of noise coming from neighbouring properties.
The complaint is about the landlord’s response to concerns raised by the resident about: The upgrade works to the heating system. The upgrade work to the electrics. The asbestos removal. The handling of a decant. The lack of a damp-proof course in the property. Complaint handling.
The complaint is about the landlords handling of: The resident's request to be rehoused, following the birth of her children. The resident's reports of a faulty lift.
The complaint is about the landlord’s: Handling of repairs to the soffit and fascia boards, guttering and alteration work to the property’s car port roof. Handling of complaints raised about behaviour of contractors when attending repairs. Delay in holding the stage two complaint panel hearing.
The complaint is about the landlord’s handling of the resident’s request to have mixer taps fitted to her kitchen and bathroom sinks.
The complaint concerns the landlord’s handling of:
The resident has complained that the landlord has failed to resolve their reports of noise nuisance from a neighbour
This complaint concerns the landlord’s handling of the residents’ reports of antisocial behaviour (ASB) by their neighbour, including the conduct of its staff.
The complaint is about the landlord’s response to the resident’s reports about: Flooding and water ingress at the property. The cooker at the property. The electrics at the property. The permanence of her occupation at the property. Water ingress at her previous property. Complaints handling.
The complaint is about the landlord’s: response to the resident’s reports about anti-social behaviour (ASB) noise nuisance caused by her neighbour; and complaints handling.
The complaint is about how the landlord handled repairs to the resident’s path and subsequent flooding.
The complaint is about the landlord’s handling of: the allocation of the resident’s parking space. the resident’s reports of antisocial behaviour (“ASB”) by her neighbours. the resident’s concerns regarding the conduct of the landlord’s staff.
The complaint is about:
The complaint is about the landlord’s decision to re-charge the resident for the cost of a door due to the installation of a cat flap.
The complaint is about the landlord’s response to reports of pest infestation.
The complaint is about the landlord’s: offers of alternative properties made to the resident; handling of the associated formal complaint.
REPORT COMPLAINT 201912691 LiveWest Homes Limited 1 March 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 […]
REPORT COMPLAINT 202001943 One Housing Group Limited 26 February 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 request for information about the cladding on the building she owns a property in, in order to progress the sale of the property the handling of a safeguarding referral
The complaint is about the landlord’s response to the resident’s reports about: The landlord’s response to requests for adaptations. Animal excrement at the property. The resident’s tenancy being transferred from one housing provider to another without his knowledge. The landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s request to maintain, and remove invasive plants from, a boundary wall separated in the middle by an electric substation The landlord’s response to the resident’s request for works to the right section of the wall to be completed in the …
The complaint is about:
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbours.
The resident complains about the landlord’s decision to refuse her request for the notice period for the property to be reduced to two weeks, following her reports of ASB and communal repairs.
The complaint concerns: The landlord’s handling of the resident’s rent account. The level of advice and support provided by the landlord to the resident while problems with his rent account were resolved.
The complaint is about the landlord’s response to the resident’s request for it to carry out a roof repair.
The complaint concerns: The landlord’s decision not to progress the resident’s Right to Acquire (RTA) application. The level of compensation awarded by the landlord.
The complaint is about the landlord’s response to the resident’s request to be allowed to retain CCTV he had installed prior to seeking its permission.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance from a neighbour.
The complaint is about the landlord’s response to the resident’s report of an unauthorised person living in the neighbouring property.
The complaint concerns: the landlord’s decision regarding its liability and responsibility for repairs to the downstairs toilet and the conservatory the landlord’s response to the residents’ complaint about the customer service they received.
The complaint is about: The landlord’s response to two leaks in the property including the length of time taken by it to resolve these matters. The landlord’s response to the resident’s request for compensation for the damage to his personal belongings, distress and inconvenience. The landlord’s handling of the decant …
The complaint is about the landlord’s decision to remove the resident’s light and fan fitting to resolve issues with the property’s electrical supply.
The complaint is about the landlord’s: refusal to repair a dividing fence at the resident’s property; handling of the associated formal complaint.
The complaint is about the landlord’s handling of the resident’s rehousing application.
The complaint is about the landlord’s decision not to allow partition of the rear garden at the property.
The complaint refers to: The Landlord’s handling of a repair to the drain of the Resident’s property. The Landlord’s communication with the Resident. The Landlord’s response to the Resident’s concerns about the storage and removal of his personal data. The Landlord’s complaint handling of these matters.
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) from a neighbour. The landlord’s response to the resident’s reports about the conduct of its staff.
REPORT COMPLAINT 202005614 Vivid Housing Limited 5 February 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 complaint is about the landlord’s response of reports of smells coming into the property from a neighbouring property.
REPORT COMPLAINT 202000248 Wakefield And District Housing Limited 31 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all […]
REPORT COMPLAINT 201914633 Yorkshire Housing Limited 30 January 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 is about the landlord’s response to the resident’s reports concerning: misuse of the leaseholder carparking bays; misuse of the fire doors; antisocial behaviour (ASB), including: vandalism of the fire doors; unauthorised visitors using the building for the use/supply of illicit substances; and keeping pets in the building.
REPORT COMPLAINT 201912355 Paragon Asra Housing Limited 29 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]
| 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 |