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.
REPORT COMPLAINT 202121737 Hyde Housing Association Limited 9 September 2022 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 handling of the resident’s reports about excessive noise from the boiler.
The complaint is about the landlord’s response to the resident about: the building maintenance and fire safety. the service charges and a request for a refund.
This compliant is about: The landlord’s tailored policy for visits to the property; The landlord’s agent not wearing a face mask during a repair; The landlord’s response to the resident’s reports of a marked window and curtains at the property; The landlord’s response to the resident’s reported communal repairs; The …
The complaint is about the tone and content of the landlord’s warning letter to the resident, and an associated email.
The complaint is about the landlord’s handling of the resident’s request for her toilet seat to be replaced by it.
The complaint concerns: The landlord visiting the resident without making a prior appointment. Whether a landlord staff member wore the appropriate PPE when entering the property.
The complaint concerns the landlord’s: handling of and response to the resident’s reports about damp. communication and complaint handling.
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 response to the resident’s reports about a flea infestation and door gaps he said led to their spread.
The complaint is about the landlord’s response to the resident’s request to replace the fence in the communal garden outside his flat, with a wall.
The resident’s complaint was about: The landlord’s response to the handling of the resident’s reports of: Repair issues, including her TV aerial, lack of utilities and drainage. Anti-social behaviour. A pest infestation. Staff conduct including the level of support and reports to the police and interference with her benefits. The …
The complaint is about the landlord's response to the resident’s queries about rent arrears on her account.
The complaint is about the landlord’s response to the resident’s compensation claim about leaks which resulted in a decant.
The complaint concerns how the landlord allocated the parking bays for the resident’s property.
The landlord’s handling of the resident’s concerns over other residents’ use of her housing scheme’s communal drying/garden area.
The complaint is about the landlords handling of the resident’s request for compensation for damaged flooring and increased energy bills.
The complaint is about the landlord’s handling of the resident’s rehousing application and its response to her concerns about its allocation process.
Complaint is about the landlord’s decision to recharge the resident for proposed works to a shed roof.
This complaint is about: The resident’s request to be rehoused; The landlord’s response to the resident’s concerns about the condition of the property.
The resident’s complaint is about the landlord’s handling of her reports of Anti Social Behaviour (“ASB”) by a neighbour.
The complaint is about landlord's response to the resident’s request: to run a business from her property; for the landlord to waive its fees for the sale of the property.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance by a neighbour.
The complaint is about the landlord’s handling of repairs to the resident’s bedroom window and balcony door due to leaks
The complaint is about the landlord’s handling of the resident’s reports of: Concerns about Covid-19 advice and safety. Concerns about fire safety due to fire doors being left propped open. Concerns about the costs of a handy person service.
The complaint is about the landlord’s response to the resident’s reports of repairs relating to her shed.
This complaint is about how the landlord responded to the resident’s concerns about the roofing works to her building, including: The removal of asbestos roof tiles and damage to potentially asbestos containing materials in her ceiling. Her request that the landlord cover her accommodation costs if she vacated the property …
This complaint is about the landlord’s response to the resident’s request to purchase her home under the Right to Buy scheme (RTB).
The complaint is about the landlord’s request for the resident to rehouse her pet cat.
The resident complains about the level of redress offered by the landlord in relation to a fly infestation in his property.
The complaint is about the landlord's handling of repairs to the external rendering of the resident’s property.
The complaint is about the landlord’s handling of the resident’s report of pests in her home.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB) from a neighbour.
The complaint is about the landlord’s response to the resident’s request for her front door to be replaced and her request for compensation.
The complaint is regarding the landlord’s: Handling of the resident’s anti-social behaviour (ASB) reports, and allegations made against him. Response to the resident’s previous concerns over staff conduct. Decision not to consider various new complaints. Decision to impose contact restrictions on the resident.
The complaint is about the landlord’s response to the resident’s: reports of disrepair issues, including (but not limited to): a rodent infestation; a blocked drain; lighting in kitchen and bathroom; request for a property transfer.
The complaint concerns how the landlord handled repairs to the ceilings in the property.
The complaint is about: The landlord’s decision to increase the service charges. The landlord’s response to the resident’s reports about the standard and frequency of its communal service provision.
The complaint is about the landlord’s response to the resident’s request for it to reimburse the cost of a private contractor the resident hired to repair a faulty aerial.
The complaint is about the landlord’s handling of the resident’s reports of mould in her toilet bowl.
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 complaint is about the landlord’s: Decision not to add the resident’s two children as members of the household on the tenancy. Response to a report of mice in the property.
The complaint is about the landlord's handling of: The resident's application to buy her home via the right to buy (RTB) scheme. The resident’s reports of electrical repairs in the property. The resident’s reports of damp and mould in the property. The associated complaint.
The complaint was about: The landlord’s response to the resident’s reports of anti-social behaviour (ASB) including the request for a management move. T he landlord’s decision to send the resident a warning letter. The landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of her reports of noise nuisance from neighbouring properties.
The complaint is about the landlord’s response to the resident’s reports about: Repairs in the property. Communal maintenance. Communal parking. Communal antisocial behaviour (‘ASB’).
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance from his upstairs neighbours’ property.
The complaint concerns: Historical reports made by the resident of subsidence in the property. Repair work done to the property once it became vacant.
The complaint is about the landlord’s: response to the resident’s reports of damage to the bedroom window; complaints handling.
The complaint is about: The landlord’s handling of the resident’s reports concerning the condition of the kitchen at her property. The landlord’s response to the resident’s request for the kitchen to be replaced.
| 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 |