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 202012977 Paradigm Housing Group Limited 6 June 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 […]
The complaint concerns the landlord’s handling of repairs to the resident’s stairs.
The complaint refers to: The landlord’s response to the resident’s Right-to-Buy application (RTB).
The complaint concerns: The landlord’s handling of charges associated with the car park. The landlord’s decision to withhold information from the resident’s subject access request. The level of rent charged to the resident.
The complaint is about the landlord’s response to the resident’s: Reports of antisocial behaviour. Formal complaint.
The complaint is about the landlord’s: Response to the resident’s request to adapt the property by adding a second rear door to the bedroom. Complaints handling.
The complaint is about the landlord’s response to the resident’s reports of ASB.
The complaint is about the landlord’s response to the resident’s reports of repair issues in the property.
The resident complains about the landlord’s offer of compensation in response to concerns about damp and a leak at the property.
The complaint is about the landlord’s response to the resident’s reports about: Anti-social behaviour (‘ASB’). Complaints handling.
The complaint is about the landlord’s response to the resident’s reports of noise and anti-social behaviour (ASB) at the property including cigarette smoke from the property below.
This complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB); the resident’s request for a rent account refund; the resident’s allegations that staff members breached confidentiality.
The complaint is about the landlord's response to the resident's request to be reimbursed for a parking fine.
The complaint concerns: the condition of the property at the start of the resident’s tenancy. The effect that this matter has had on the resident’s existing medical conditions.
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The resident’s reports of discrimination by the landlord against him. The resident’s reports of discrimination by the landlord in relation to the garden maintenance. The landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s report of an obstruction on her driveway. Complaint handling.
The complaint concerns the landlord’s handling of the resident’s report of a water leak in his property.
The complaint is about the landlord’s handling of: the resident’s antisocial behaviour reports concerning two neighbouring properties. the resident’s concerns about asbestos in the property she resides in.
The complaint is about to the landlord’s response to the resident’s: Reports of anti-social behaviour (ASB) relating to vehicles parking in disabled bays. Reports of dogs fouling on pavements. Concerns about the condition of the pavements.
REPORT COMPLAINT 202000884 Network Homes Limited 26 May 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 reports about antisocial behaviour (ASB) from her neighbour.
The complaint is about: The landlord’s handling of the resident’s proposed sale of her property. The landlord’s handling of the associated complaint.
The resident has complained that the landlord has not refunded the cost of a repair to their boiler.
The complaint concerns the landlord’s handling of the resident’s reports of an offensive odour in her kitchen.
The complaint concerns the landlord’s handling of the resident’s request for a second parking permit.
The complaint is about: The landlord’s management of the allocation of the property to the resident and its suitability. The resident’s allegation that the landlord disclosed personal information to his sister. The landlord’s handling of the connection and testing of the resident’s gas supply. The landlord’s advice given to the …
The resident complains about the landlord’s response to his concerns about: The condition of the garden at the property, and his requests for compensation in relation to this. A tree within the garden that he would like to remove. Replacement of the kitchen.
The resident complained about the landlord's response to his: repair requests for water leaks, damp, lack of ventilation and uneven flooring. housing transfer application.
The complaint is about the landlord’s response to the resident’s reports of: Subletting; and Noise nuisance.
The complaint is about the landlord’s response to the resident’s requests for compensation following damage to her property caused by mould.
The complaint is about the landlord’s response to reports of damp.
The complaint is about the landlord’s communication to the resident about her rent arrears and rent increase.
This complaint is about the landlord’s handling of: the resident’s pest control reports at her previous address; the resident’s request for a bath to be installed at her previous address; the resident’s request to be re-housed; the resident’s reports of repairs needed at her current address.
The complaint concerns: the landlord’s response to the resident’s complaint about its communication with her during her adaptation building works. the landlord’s decision not to reimburse the resident for any costs she incurred during the adaptation works. the landlord’s request for the resident to pause building work to her home.
The complaint is about the landlord’s assertion that the resident is in rent arrears and the resulting deductions from her benefits, with the landlord having informed the Department of Work and Pensions (DWP) that rent money is owed.
The complaint is about the landlord’s response to the resident’s reports about:
The complaint is about: The landlord's handling of the resident’s reports of antisocial behaviour (ASB). The resident’s request for a housing transfer.
The resident complained: About repairs to resolve damp and mould in her property; That she should be allowed to move property.
The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (ASB) noise nuisance.
REPORT COMPLAINT 202012909 Birmingham City Council 11 May 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 report of a fault to the communal fire alarm on 8 May 2020. Response to the resident’s concerns regarding fire safety in the building which the property is situated in. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s request for fence repairs in his back garden. Associated complaint handling.
The complaint is about: The landlord’s handling of repairs to the resident’s kitchen. Complaint handling.
The resident has complained that: They have been charged too much for the cost of major works (a roof replacement) at their building. The cost is too high because the landlord has not maintained the roof appropriately in previous years.
The complaint is about the landlord’s handling of repairs to the resident’s garden.
The complaint is about: The landlord’s response to the resident’s report of scaffolding remaining in place for an extended period. The landlord’s response to the resident’s report of a leak. The landlord’s handling of the associated complaint.
The complaint concerns: The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The length of the notice period required by the landlord before the resident left the property, as well as the rent payable during this period. The landlord’s handling of the associated formal complaint.
REPORT COMPLAINT 202010520 Clarion Housing Association Limited 7 May 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 resident complained about the property the landlord offered following their transfer request. Specifically, they complained about:
The complaints are about the landlord’s response to: Concerns raised by the resident about a historic bed bug infestation. The resident’s request for compensation.
| 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 |