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 refers to: The landlord’s handling of the letting of the property to the resident in October 2019. The landlord’s response to the resident’s concern that the feedback survey he had completed in November 2019 had been altered by a member of the landlord’s staff. The resident’s concern about …
The complaint is about the landlord’s response to:
The complaint is about the landlord’s: Handling of a leak and the associated remedial repairs. Response to the resident’s request for compensation for the carpet, which was damaged by the leak.
The complaint refers to: The landlord’s response to the resident’s concerns about the administration of her rent account in 2019 and 2020. The resident’s concerns about the administration of her rent account in 2015-16. The resident’s request for a rent refund. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of:
The complaint concerns how the landlord: Responded to the resident’s report of antisocial behaviour (ASB). Managed its correspondence with the resident during the complaint.
The complaint is about the landlord’s response to the resident’s concerns about the installation of a children’s play area outside of his property.
The complaint is about: The level of rent charged by the landlord to the resident based on the number of bedrooms in the property. The landlord’s response to the resident’s concerns over the number and size of the bedrooms in the property.
This complaint is about the landlord’s handling of the resident’s reports of overgrown hedges from a neighbouring property.
The complaint is about the landlord’s: Response to the resident’s concerns regarding the administration of service charges. Response to the resident’s concerns regarding the Neighbourhood Officer. Complaint handling.
The complaint concerns the landlord’s response to the resident’s requests for it to replace her poorly performing heating system.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance and her request for a management transfer for this and for medical reasons.
The complaint is about: The level of compensation offered by the landlord in relation to its handling of roof repairs and water leaking into the resident’s property. The landlord’s investigation into the conduct of a member of its staff. The landlord’s associated complaint handling.
The complaint concerns the landlord’s handling of the resident’s reports of cracks in her home.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The amount of service charge the resident had to pay during the covid-19 lockdown when he says services were not provided. The landlord’s response to the resident’s concerns about grounds maintenance and pest control services. …
The complaint is about the landlord’s response to the resident’s: reports about maintenance issues at her property, including: mould; electrical safety; concerns about the investigation and removal of asbestos at her property.
The complaint concerns the landlord’s handling of repairs to the resident’s heating system.
The complaint is regarding: The landlord’s handling of the resident’s reports of a leak in his property. The landlord’s response to the resident’s claim for the cost of new carpets following the water leak.
The complaint is about: the landlord’s response to a faulty door mechanism in the main entrance and the resident’s fire safety concerns. information provided to the resident around the uncapping of gas and electricity. antisocial behaviour (ASB). the resident not being provided with decoration vouchers. parking and ASB issues affecting …
The complaint is about the landlord’s response to the resident’s request for the replacement of window vents.
The complaint is about the landlord’s response to the resident’s dispute about the allegation that he had been rude and aggressive towards staff.
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. […]
REPORT COMPLAINT 202015054 Sanctuary Housing Association 3 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 is about: The landlord’s response to the resident’s request for it to replaster her property. The landlord’s handling complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of damp and mould in her property. The landlord’s handling of the associated complaint.
The complaints are about: the landlord’s response to the resident’s report of an incident involving an operative working at a neighbouring property. the landlord’s response to the resident’s report of an incident involving the operative’s wife at a local school; and the vandalism of cars belonging to her and her …
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 is about the landlord’s response to the resident’s reports about: handling of a boiler installation, moving a carbon monoxide detector, replacement of a rusty radiator, bathroom wall cracks, replacement of a towel handle, and replacement of a vacuum cleaner. holes around the boiler. This Service has also investigated …
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of the resident’s request to be rehoused.
The complaint is about the landlord’s response to the resident's reports about: the condition of the property at the start of his tenancy repairs.
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 reports of issues with noise transference at the property. Response to the resident’s reports of issues with the bathroom at the property. Complaints handling.
The complaint is about the landlord’s response to the resident’s reports of repair issues with cracks in his walls and ceiling.
The complaint is about the landlord’s handling of: Structural issues within the property. Drainage issues on the property. Repairs to the resident’s boiler. Repairs to the resident’s kitchen. Repairs to the resident’s door and the landlord’s decision not to raise a complaint about the issue. Rent arrears on the resident’s …
The complaint is about the landlord’s handling of the resident’s reports of: A silverfish infestation. Boiler repairs and a bathroom leak.
The complaint is about the landlord’s request for the resident to remove the security gate/grill from her front door.
The complaint is about the landlord’s: Handling of the resident’s request for the data it held about him. Response to the resident’s concerns about the heating system in his home. Response to the resident’s concerns about the conduct of the operatives visiting his property.
The complaint is about the landlord’s handling of the resident’s reports of blocked toilets.
The complaint is about the landlord’s handling of the resident’s tenancy sign-up.
The complaint is about the landlord’s response to the resident’s reports of: Anti-social behaviour (ASB) at the property. The condition of the neighbour’s trees and vegetation.
The complaint is about the landlord’s: response to the resident’s request that it assign full ownership of the property to him; complaints handling.
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 response to the resident’s reports of antisocial behaviour (ASB).
The complaint concerns how the landlord handled the resident’s:
The complaint is about the landlord’s response to the resident’s: request for a housing transfer; reports of antisocial behaviour (ASB).
The complaint concerns: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbour. The landlord’s handling of the resident’s request for her housing band to be changed.
The resident complains about: The landlord’s failure to respond to an email about a rent payment. The landlord’s handling of an insurance claim for damage to carpets and
REPORT COMPLAINT 202106023 Clarion Housing Association Limited 16 August 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 concerns about a lack of lintels at the property, and her request to install these and replace the windows.
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.
| 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 |