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 202015791 Citizen Housing 5 November 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 set […]
The complaint is about: The local authority’s decision to allocate the property to the resident and the conduct of the Allocations Officer. The landlord’s response to the resident’s concerns regarding the safety of the electrical, water, drainage, and heating systems. The Ombudsman has also considered the landlord’s handling of the …
The complaint is about: The landlord’s response to the resident’s reports of no heating and hot water in the property. The landlord’s associated complaint handling.
The complaint is about the landlord’s response to the resident’s reports of overcrowding and difficulties experienced with the bidding process.
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 refers to: The landlord’s handling of the resident’s reports that one of the bedrooms in her property was too small to be classed as a bedroom. The level of rent charged by the landlord to the resident based on the number of bedrooms in the property. The resident’s …
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 request for compensation for damage to her laptop computer following electrical work in the property.
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 response to the resident’s request for repairs to the windows and kitchen flooring at her property.
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.
REPORT COMPLAINT 202106285 Notting Hill Genesis 26 October 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 concerns the landlord's handling of the resident’s reports of noise nuisance.
The complaint is about: The level and reasonableness of service charges for the financial year 2019/20. The landlord’s response to the resident’s concerns regarding service charges for the financial year 2019/20. The landlord’s complaint handling.
This complaint is about the landlord’s refusal to provide the resident with access to allow them to park in their garden.
The complaint is about the landlord’s response to the resident’s reports of noise nuisance from her neighbour.
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 complaint is about: the landlord’s decision not to allow a mutual exchange until the resident undertook a tree removal. the landlord’s decision not to reimburse the cost of the tree removal.
The complaint concerns how the landlord handled: The resident’s concerns that her personal information had been shared with a third party. The resident’s request to be rehoused. The resident’s reports of antisocial behaviour (ASB) and noise nuisance. The resident’s reports of poor service from its staff member. The resident’s formal …
The complaint is about the landlord’s: response to the resident’s reports of leaks at her property from July 2021; response to the resident’s reports of leaks at her property from October 2019; response to the resident’s request to implement a maintenance programme; offer of compensation in relation to the leaks; …
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 handling of the resident’s reports of concerns over the conduct of a member of its staff. The landlord’s response to the resident’s request to transfer to another property.
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 landlord’s handling of the re-turfing of the resident’s garden lawn.
The complaint is about the landlord’s response to: The resident’s reports of an infestation of bed bugs. The resident’s request for compensation.
This complaint is about how the landlord responded to a request to renew a parking permit.
The complaint concerns the landlord’s decision not to renew the resident’s kitchen.
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 is about the landlord’s response to the resident's request for a reduction in rent due to the removal of a garage within the boundary of his property.
REPORT COMPLAINT 202100770 Notting Hill Genesis 30 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 is […]
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 complaint is about: The landlord’s response to the resident’s report of an aerial being installed without her knowledge. The landlord’s response to the resident’s reports of staff conduct. The landlord’s handling of the installation of a shower and floor coverings.
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 […]
| 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 |