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 decant process, including the offer of alternative permanent accommodation and its offer of compensation. The resident’s associated formal complaint.
The complaint is about the landlord’s handling of the resident's reports about grounds maintenance and an associated service charge refund.
The complaint is about the landlord’s handling of the resident’s: concerns about the block refurbishment project, and associated communications; concerns about his decant; reports of garage area parking issues; concerns regarding its contractor’s disclosure barring service (DBS) checks; associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
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 mutual exchange and the associated issues regarding the condition on the property following the exchange.
The complaint is about the landlords handling of: The residents report of damp and mould in the property. The residents report of outstanding repairs to the bathroom.
The complaint is about the landlord’s handling of the resident’s rent account, including arrears.
The complaint is about the landlord’s handling of the resident’s request for replacement internal doors.
The complaint concerns the landlord’s handling of: The resident’s reporting of anti-social behaviour (ASB). The resident’s request to move by means of a mutual exchange.
The complaint is about the landlord’s handling of the resident’s reports of garden overgrowth from a rear adjoining property.
The complaint is about: The landlords handling of the defects to the residents property. The landlords handling of the defects to the residents boiler. The handling of the resident’s complaint and the amount of compensation offered.
This complaint is about: The landlord’s handling of multiple repairs in the resident’s home. The level of communication and support from the landlord’s staff.
The complaint is about the landlord’s handling of the resident’s reports of: Antisocial behaviour prior to October 2023. Antisocial behaviour after October 2023.
The complaint is about: The landlord's handling of the resident’s reports of damp and mould. The landlord's handling of the resident’s request for a new front door. The landlord's handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s report of a theft from his property.
The complaint is about: The landlord’s response to the resident’s report that the contractor did not take adequate measures to cover and protect her flooring and belongings during the repair works. The landlord’s response to the resident’s report that her front door was left open and unattended by the contractor …
The complaint is about: The increase in the resident’s rent and service charges. The landlord’s response to the resident’s request for information regarding the service charges. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s response to the resident’s reported concerns about his new kitchen flooring.
This complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour regarding their neighbour and their dog. The landlord’s lack of response to emails the resident sent on 27 July, 28 July, and 16 September 2022.
This complaint is about: The landlord’s response to reports of disrepair including damp, mould and asbestos at property A, and the resident’s associated request for compensation. The landlord’s response to the resident’s reports of issues in property B. The landlord’s proposal to permanently move the resident to property C.
The complaint is about: The landlord’s handling of reports of noise nuisance. The associated complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Shed repairs. Front porch repairs. Tree and grass cutting. The Ombudsman has also considered the landlord’s complaint handling.
This investigation is about: The condition of the resident’s home when he started his tenancy. The landlord’s response to the resident’s complaint that its actions caused the death of his pets and the loss of frozen food.
This complaint is about the landlord’s handling of the resident’s noise nuisance reports.
The complaint is about the landlord’s response to: The resident’s concerns about staff conduct, including fraud and racism. The resident’s reports of repairs, including repairs to the heating system after it had been replaced and reports of damp and mould.
The complaint is about the landlord’s handling of the resident’s concerns regarding: Staff conduct. Emergency repairs and the process to report emergencies. The associated complaint.
The resident’s complaint is about how the landlord has handled its offer of independent mediation. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of a dispute around the communal garden. The landlord’s handling of ASB reports.
The complaint is about the landlord's handling of the resident’s reports of noise nuisance.
The complaint is about the landlord’s: Handling of reported damp and mould at the property. Handling of the resident’s request to be rehomed
The complaint is about the landlord’s handling of the resident’s: Reports of repairs following a leak to the bedroom. Reports of repairs to the windows. Reports of recurring boiler failures resulting in loss of heating and hot water. Reports of pest infestations. Concerns about bare concrete floors in the property. …
The complaint is about the landlord’s response to reports of damage to flooring. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Attempts to carry out a gas safety inspection. Repairs to the property.
The complaint is about the landlord’s refusal to install the resident’s preferred choice of flooring.
The complaint is about: The landlord’s handling of the resident’s reports of various repairs, including a leaking stop tap, damp and mould. The landlord’s response to the resident’s request for the bathroom to be replaced.
This complaint is about the landlord’s: Handling of the resident’s decant following a fire in her home. Response to the resident’s concerns about smoke alarms in her home and communal areas.
This complaint is about the landlord’s handling of the resident’s queries about his rent account.
The complaint is about: The landlord’s handling of the resident’s reports of a bed bug infestation in the property. The landlord’s response to the resident’s request for reimbursement of costs incurred during the bed bug infestation.
The complaint is about the landlord’s response to the resident’s concerns about the maintenance and servicing of the ventilation unit in her property.
The complaint is about the landlord’s response to the resident’s request for urgent rehousing on medical grounds.
The landlord’s handling of the resident’s reports regarding: the garden drainage; replacement of the garden fence; damp and mould in the property; a request for the installation of windows.
The complaint is about the landlord's handling of the resident’s request for adaptations to their property.
The complaint is about the landlord’s handling of the resident’s report about the conduct of its staff member. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s response to: The resident’s concerns about winter gritting. The related complaint handling.
The complaint is about the landlord’s response to the resident’s reports of items being disposed of during a deep clean.
REPORT COMPLAINT 202304913 One Housing Group Limited 31 May 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 concerns the landlord’s handling of the resident’s reporting of anti-social behaviour (ASB) from her neighbour. This report has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (‘ASB’). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of the implementation of a pre-payment meter for heat and hot water in the property, and the associated costs.
| 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 |