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 level of compensation offered by the landlord following acknowledged service failures in relation to roof repairs at the resident’s property. The landlord’s response to the resident’s reports about a tap repair has also been investigated.
The complaint refers to: The landlord’s handling of the resident’s reports of damp and mould in the property. The landlord’s handling of the resident’s concerns regarding overcrowding and her request to be transferred.
The complaint concerns the landlord’s handling of: the resident’s reports concerning multiple outstanding repair issues at the property prior to April 2021.
The complaint concerns how the landlord handled: The resident’s reports of antisocial behaviour (ASB) by her neighbour. The formal complaint into the matter.
The complaint is about the landlord’s response to the resident’s: request to succeed her late father’s tenancy. concerns about the condition of her late father’s property. concerns about repairs at her property including damp and mould.
The complaint is about: The landlord’s handling of the resident’s application for re-housing. The landlord’s associated complaint handling. The landlord changing its housing allocation policy.
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 handling of the resident’s reports of antisocial behaviour (ASB).
The complaint concerns the landlord's handling of the resident’s reports of noise nuisance.
This complaint is about the landlord’s refusal to provide the resident with access to allow them to park in their garden.
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 complaint is about the landlord’s handling of the re-turfing of the resident’s garden lawn.
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.
This complaint is about:
The complaint concerns the landlord’s response to the resident’s requests for it to replace her poorly performing heating system.
REPORT COMPLAINT 202011249 London & Quadrant Housing Trust 2 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. […]
The complaint is about the landlord’s: Response to the resident’s concerns over fire safety in her property. Response to the resident’s reports of antisocial behaviour (ASB) from her neighbours. Associated complaint handling.
The complaint concerns the landlord’s handling of works needed to the resident’s boiler.
The complaint is about the landlord’s response to the resident’s request that it install extractor fans in the resident’s bungalow at its cost.
The complaint is about the landlord’s decision to decant (move) the resident from her current property to an alternative property owned by the landlord.
The complaint is about the landlord’s handling of the resident’s complaint about his housing transfer application.
The complaint is about the landlord’s response to reports of a boiler leak.
The resident has complained about: The landlord’s response to their reports of antisocial behaviour, including noise nuisance and bad odours. The standard of service in the handling of their complaints.
The resident complained about the landlord's response to: his report of flooding at the property. his concern that the flooding was the result of the property’s flawed development / construction. his request for compensation.
The complaint refers to: The landlord’s handling of repairs following a leak from the roof of the resident’s building. The landlord’s response to the resident’s request for compensation for distress and inconvenience and costs incurred as a result of the leak. The resident’s request for his rent to be reimbursed …
The Complaint is about the landlord’s response to residents’ reports about: Repairs to the kitchen at the property including cupboards, mixer tap and linoleum flooring. Repairs to the electric cooker. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s complaint about the advice and support it gave her in relation to the sale of her property.
The complaint is about the landlord’s response to the resident’s requests for cyclical works and maintenance to the property.
The complaint is about the landlord’s:
The complaint is about the landlord's response to the resident's request to be reimbursed for a parking fine.
The complaint is about the landlord’s handling of the resident’s dissatisfaction with: the water rate charges; and the availability of parking and the restrictions preventing her from obtaining a permit. The Ombudsman has also considered the landlord’s handling of the complaint.
The complaint concerns the level of compensation offered by the landlord, in response to the resident’s reports of an odour from nearby communal bins.
The complaint is about the landlord’s response to the resident’s reports about the water installation at the property.
The complaint is regarding: the landlord’s handling of the resident’s request to be compensated for a damaged tyre. the landlord’s decision not to offer compensation for this damage. The resident also complained about the landlord’s handling of her reports of anti-social behaviour (ASB). her Subject Access Request.
This complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
This complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbours (Ms Y and Ms Z) after 16 September 2020. The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbours (Ms X and Ms Y) between 18 March 2019 …
The complaint is about the landlord’s response to the resident’s requests about: Additional security, lighting and CCTV following a burglary. Repairs to a window following a burglary.
The complaint is about the landlord’s decision to not carry out additional repairs to a bike shed door.
The complaint is about the landlord’s response to the resident’s request for repairs to her door, oven, and balcony.
The complaint is about the landlord’s handling of the resident’s: concerns about the condition and suitability of her bathroom; associated formal complaints.
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 the landlord’s handling of the resident’s mutual exchange.
REPORT COMPLAINT 201915731 Cheshire Peaks & Plains Housing Trust 13 November 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide […]
The complaint is about: the landlord’s handling of repairs to the communal areas of the building the property is situated in, specifically whether repairs were being carried out properly and/or were necessary; the level of service charge increases.
The complaint is about the landlord’s handling of reports of it removing vegetation from the garden of the resident’s property without her permission.
REPORT COMPLAINT 201806741 Metropolitan Housing Trust Limited 18 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
This complaint is about: The landlord’s response to the resident’s concerns about its handling of her personal data in relation to a GP letter. The landlord’s response to the resident’s concerns regarding a verbal warning she received from the Police about an ASB incident in August 2019 involving her neighbour. …
| 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 |