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: response to concerns about the standard of workmanship following repairs to kitchen and living room floor; response to the resident’s reports of issues with the side path; handling of repairs to the garden fence; and response to the resident’s concerns about discrimination and equality.
The complaint is about the landlord’s handling of the resident’s: reports of her neighbours’ smoke entering her home; reports of various repairs and historical anti-social behaviour; the associated complaint.
The complaint is about the landlord’s handling of the resident’s antisocial behaviour (ASB) reports about his neighbours.
The complaint is about the landlord’s handling of the resident’s reports of repairs, including the presence of mould and a drain replacement.
The complaint is about the landlord’s handling of the resident’s concerns about: cleaning of communal areas at the resident’s property. access to an electrical cupboard. an intercom system.
The complaint is about: the resident’s reports of being offered an unsuitable property, including the assessment carried out by the occupational therapist; the resident’s concerns about her housing register banding; the resident’s request for a refund of her rent and other charges stipulated under the tenancy agreement for the duration …
The complaint is about the landlord’s handling of the resident’s report of noise nuisance and anti-social behaviour.
The complaint concerns the information given by the landlord relating to the administration of the service charge.
This complaint is about the landlord’s handling of refurbishment work at the resident’s property.
This complaint is about the landlord’s handling of: Repairs to the intercom system. Repairs to a kitchen tap. The resident’s complaints about external works.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould within the property. Decision to install cavity wall insulation (CWI) in 2018.
The complaint is about the landlord’s handling of the resident’s request for cleaning and resurfacing of the front garden communal area.
The complaint is about: the landlord’s delays in replacing the resident’s window, and; the landlord’s response to the resident’s concerns about the standard of workmanship on the replacement window.
The complaint is about the landlord’s handling of the resident’s concerns regarding: the conifers her neighbour planted on the boundary of their gardens; the landlord’s installation of a fence panel between the two gardens.
The complaint is about the landlord’s response to the resident’s reports of damage to their garage including exposed asbestos.
The complaint is about the landlord’s: Response to the resident’s request for a repeat asbestos survey of the communal hallway. Handling of remedial work to the communal hallway following asbestos removal works.
The complaint is about the landlord's decision not to investigate the historic damp and mould experienced by the resident.
The complaint is about the landlord’s handling of the resident’s reports of a rat infestation.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
This is about the resident’s complaint of unprofessional behaviour from the landlord’s housing officer.
The complaint is about the landlord’s handling of the resident’s reports of verbal abuse and antisocial behaviour (ASB) from a neighbour. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s request for compensation for damage to her decorations from various leaks in the property . Handling of the associated complaint.
The complaint is about: The landlord's handling of the resident's request for replacement fencing. The landlord's complaint handling.
The complaint is about the landlord’s response to the resident’s report of staff misconduct.
The complaint is about the landlord’s handling of the resident’s: complaint concerning damp and mould and repairs needed in his property; requests to be moved to another property.
REPORT COMPLAINT 202220645 East Devon District Council 14 June 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
The complaint concerns the landlord’s response to the resident’s request for compensation due to an issue with mice.
The complaint is about the landlord's response to a meeting being rearranged without providing notice to the resident.
The complaint is about the landlord’s handling of the resident’s reports of pests (bed bugs) in her property.
The complaint is about the landlord’s response to the report that it caused damage to the resident’s front door, window and car.
The resident has complained about the following: The landlord’s management of asbestos in the property A. The landlord’s decision not to allow the resident to remain in the decant accommodation.
The complaint is about the landlord’s handling of the resident’s reports of noise transference and the request for soundproofing in the property.
The complaint is about the landlord’s response to the resident’s noise reports about a neighbour.
The resident complains about the landlord’s handling of anti-social behaviour reports made about her, including its decision to issue her with a warning letter.
The complaint is about the landlord’s handling of the resident’s request: To repair a broken window in the outbuilding; and To set up a direct debit for his rent payments.
The complaint is about the landlord’s handling of: Maintenance to a hedge in the resident’s back garden. The associated complaint.
The complaint is about the landlord’s response to the resident’s concerns regarding a carpet it installed in her home.
The complaint is about the landlord’s: Decision not to renew the resident’s kitchen. Handling of the resident’s reports of poor behaviour by its contractors.
The complaint is about the landlord’s handling of dog fouling in the resident’s shared garden.
The complaint is about the landlord’s handling of the resident’s reports of pests in his property and the communal areas.
The complaint is about the landlord’s handling of the resident’s reports of damp and condensation in the property.
This complaint is about: the landlord’s handling of the resident’s reports of animal cruelty by a neighbour; the landlord’s decision not to open an antisocial behaviour case regarding the resident’s neighbour; the landlord’s handling of allegations of staff misconduct; the landlord’s complaint handling.
The complaint is about the time taken to complete the sale of the resident's property.
The complaint is about the landlord’s handling of: Adaptations following occupational therapist (OT) assessments; A rehousing request.
The complaint is about the landlord’s handling of the resident’s: Request for the landlord to carry out works to her garden. Reports of anti-social behaviour.
The complaint concerns the landlord’s decision to decline the resident’s request for a parking space.
The resident’s complaint is about the landlord’s handling of: the resident’s concerns about its effective management of water tanks (including maintenance and whether an alternative supply should be provided); the resident’s queries about the service charges for the water tanks; communication and complaints handling related to the above two issues.
The complaint is about the landlord’s handling of the resident’s reports of: Noise from the pipes in the property. Defects to the door entry system and the rear communal door. Cleaning issues in relation to the communal areas. Other defects to the communal areas of the block. The removal of …
The complaint is about: The resident’s husband being added to the tenancy agreement. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s request for a replacement bathroom.
| 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 |