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 handling of: the allocation of the resident’s parking space. the resident’s reports of antisocial behaviour (“ASB”) by her neighbours. the resident’s concerns regarding the conduct of the landlord’s staff.
The complaint is about:
The complaint is about the landlord’s decision to re-charge the resident for the cost of a door due to the installation of a cat flap.
The complaint is about the landlord’s response to the resident’s: Reports of the conduct of a member of staff. Request to keep a pet. Report of outstanding repairs.
The complaint is about the landlord’s handling of the resident’s mutual exchange.
The complaint is about the landlord’s:
The complaint is about the landlord’s response to reports of pest infestation.
REPORT COMPLAINT 202006409 Birmingham City Council 3 March 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: allegations made about the resident by his neighbours and the landlord’s staff; the resident’s reports of harassment and discrimination by its staff.
The complaint is about the landlord’s handling of an annual gas safety check at the resident’s property, in particular: the issuing of a final warning letter; a missed appointment; the landlord’s communication with the resident.
The complaint is about the landlord’s: offers of alternative properties made to the resident; handling of the associated formal complaint.
REPORT COMPLAINT 202000896 Notting Hill Genesis 28 February 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 decision not to carry out requested adaptations to the chimney. The landlord’s response to the reports about the servicing of the boiler. The landlord’s response to the reports of repair issues at the property. The landlord’s response to the reports about the neighbour’s behaviour. …
REPORT COMPLAINT 201912691 LiveWest Homes Limited 1 March 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 […]
REPORT COMPLAINT 202001943 One Housing Group Limited 26 February 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 […]
This complaint is about: The landlord’s handling of the resident’s reports of Anti-social behaviour by his neighbour and their partner. The landlord’s response to the resident’s request for a housing transfer. The resident’s request for compensation for redirection of post and for additional locks he fitted to his front door.
The complaint is about: the landlord’s response to the resident’s request for information about the cladding on the building she owns a property in, in order to progress the sale of the property the handling of a safeguarding referral
REPORT Complaint 202004838 Blackpool Coastal Housing 26 February 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 complaint is about the landlord’s response to the resident’s reports about: The landlord’s response to requests for adaptations. Animal excrement at the property. The resident’s tenancy being transferred from one housing provider to another without his knowledge. The landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s request to maintain, and remove invasive plants from, a boundary wall separated in the middle by an electric substation The landlord’s response to the resident’s request for works to the right section of the wall to be completed in the …
The complaint is about the landlord’s response to the resident's report of being stuck in the lift at her property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint concerns the landlord’s response to the resident’s complaint and request for compensation for an increased water bill.
The complaint is about:
This complaint is about:
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbours.
REPORT COMPLAINT 201915229 Sheffield City Council 24 February 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 resident complains about the landlord’s decision to refuse her request for the notice period for the property to be reduced to two weeks, following her reports of ASB and communal repairs.
The complaint concerns: The landlord’s handling of the resident’s rent account. The level of advice and support provided by the landlord to the resident while problems with his rent account were resolved.
The complaint is about the landlord’s response to the resident’s request for it to carry out a roof repair.
The complaint concerns: The landlord’s decision not to progress the resident’s Right to Acquire (RTA) application. The level of compensation awarded by the landlord.
The complaint is about the landlord’s response to the resident’s request to be allowed to retain CCTV he had installed prior to seeking its permission.
The complaint is about the landlord’s: response to the resident’s concerns about plans for electrical works at her property; response to the resident’s reports about anti-social behaviour (ASB) from her neighbour, including: noise nuisance; cigarette smoke entering her property; response to the resident’s reports about the conduct of its contractor’s …
The complaint is regarding the landlord’s handling of: The resident’s reports of Anti-Social Behaviour and harassment from a neighbour.
The complaint concerns: The landlord’s handling of the resident’s reports of a leak into his property. The landlord’s decision not to investigate this complaint at stage two.
The complaint is about the landlord’s response to: the resident’s reports of damp and mould between 2015 and June 2019 the resident’s reports of damp and mould from June 2019.
The complaint is about: The landlord’s response to the resident’s requests for adaptations to the property. Her reports of repairs required to the property. The landlord’s handling of her complaint.
The complaint is about the landlord’s response to the resident’s request for installation of CCTV.
The complaint is about the landlord: providing inaccurate information to the resident about the number of years remaining on the lease; making a decision about which potential buyer to sell the property to; charging the resident an administration charge; charging the resident for the survey for the lease extension.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance from a neighbour.
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 response to the resident’s report of an unauthorised person living in the neighbouring property.
The complaint concerns: the landlord’s decision regarding its liability and responsibility for repairs to the downstairs toilet and the conservatory the landlord’s response to the residents’ complaint about the customer service they received.
The complaint is about: The landlord’s response to two leaks in the property including the length of time taken by it to resolve these matters. The landlord’s response to the resident’s request for compensation for the damage to his personal belongings, distress and inconvenience. The landlord’s handling of the decant …
The complaint is about the landlord’s: consultation about, and installation of, a mobility scooter storage unit (the store). handling of the associated formal complaint.
The complaint is about how the landlord had responded to the resident’s reports of issues with the satellite signal serving his property.
The complaint is about the landlord’s decision to remove the resident’s light and fan fitting to resolve issues with the property’s electrical supply.
The complaint is about the landlord’s: refusal to repair a dividing fence at the resident’s property; handling of the associated formal complaint.
The complaint is about the landlord’s handling of the resident’s rehousing application.
The complaint is about the landlord’s decision not to allow partition of the rear garden at the property.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour.
| 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 |