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 202002469 Notting Hill Genesis 21 April 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 handling of internal repairs to the property, including delays in completing repairs, poor communication with its contractor about the works required and the extent of the works the landlord is prepared to undertake; and The landlord’s communication with the resident in relation to the …
The complaint is about the landlord’s response to: repairs at the property; cigarette smoke entering the property.
The complaints are about: How the landlord responded to concerns raised about the attitude of its staff. The landlord’s decision not to treat the resident’s request to astro turf the rear garden as an aid and adaptation under its policy; and the landlord’s decision not to reimburse the resident the …
The complaint is about: the landlord’s handling of the resident’s reports of repairs needed to the rear door, kitchen, window sealant and fences of her property the landlord’s response to the resident’s complaint about the conduct of a staff member
The complaint is about the landlord’s response to information provided by the resident about her right to buy request.
The complaint refers to:
The complaint refers to the Landlord’s handling of the Resident’s reports of antisocial behaviour (ASB), drug use and drug distribution by his neighbour.
REPORT COMPLAINT 202002223 Vivid Housing Limited 13 January 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 is about the landlord’s response to the resident’s report of missing belongings.
The complaint is about the landlord’s response to the resident’s reports of a leak coming from the property above her own.
The complaint is about the landlord’s: Response to the leaseholder’s concerns regarding its communication Response to the leaseholder’s concerns regarding its management of anti-social behaviour (ASB) Response to a pest infestation Response to the leaseholder’s concerns regarding the standard of cleaning in the communal areas Handling of repairs to the …
The complaint is about how the landlord: Responded to reports of anti social behaviour (ASB) Handled an emergency rehousing request
The complaint is about the landlord’s response to the resident’s reports regarding: multiple instances of water ingress at his property between August and December 2019; and the identity of the person occupying the residence above him.
The complaint is about the landlord’s handling of the residents: reports of anti-social behaviour (ASB); request to transfer to an alternative property.
The resident complains about:
The complaint is about the landlord’s response to the resident’s application for disability adaptations to her property.
The complaint is about the landlord’s response to the resident’s reports of boundary issues between the resident’s and her neighbour’s properties.
The complaint is about the landlord’s response to the resident’s request to be reimbursed for personal possessions which were damaged following a burst pipe at the property.
The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour by a neighbour.
The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour by his neighbour.
The complaint is about the landlord’s: response to the resident’s reports about damage to the bin storeroom shutter; response to the resident’s reports about rats in the building; response to the resident’s reports about antisocial behaviour (ASB) from his neighbours; complaints handling, including its decision not to open multiple complaints …
The complaint concerns the landlord’s responses to the resident’s reports of leaks from the building’s roof.
The complaint refers to:
The complaint is about the landlord’s response to the resident’s reports about the cost and efficiency of the heating system within the property.
The complaint is about: The landlord’s response to resident’s reports of noise and heating issues; the landlord’s response to the resident’s request for compensation, following his reports about the condition of the second property and his termination of the tenancy.
The complaint is regarding: The landlord’s handling of the resident’s application under its mutual exchange process Its decision not to allow the mutual exchange to proceed, following the exchange partner of the other property passing away.
The complaint concerns the landlord’s decision not to award the resident priority status on its rehousing waiting list.
The complaint concerns: Information provided by the landlord about the electric meter of the property. The landlord’s handling of an electric bill for the void period. The landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (‘ASB’) from her neighbour.
This complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (ASB) from his neighbour.
The complaint is about the landlord’s response to the resident’s reports regarding: the general public using pathways on the resident’s estate.
The complaint is about the landlord’s response to the resident’s concerns about the deterioration of the garden at the property.
The resident complains about: How the landlord handled the sale of a shared ownership lease, including the time taken and communication in relation to the sale of the property and information given to prospective buyers about the valuation. The relevance of improvements that had been made to the property in …
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. …
The complaint is about the landlord’s response to: The resident’s reports of decant works not being resolved when she returned to her property. The resident’s claim for £4000 for emotional distress, the inconvenience and the implications of the mould on her health. The resident’s concerns about an unknown person gaining …
The resident complains about: the landlord's communication and explanation in relation to an adjustment to the water charges on her rent account; how the landlord handled an overcharge it identified on her rent account from 2017/18 and its explanation relating to this; and how the landlord handled her formal complaint.
The complaint is about the landlord’s handling of repairs to a heating system.
The complaint is about the landlord’s response to the resident’s: concerns about the gradient of his garden and the need for it to be levelled; request for a reimbursement of flooring costs;
The complaint is about the landlord’s response to the residents’ reports about: The landlord’s response to the resident’s request to repair the shower rail and the operative’s behaviour. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s request for succession of her late mother’s tenancy.
The complaints are about the landlord’s: Response to reports that the boiler at the property was not working. Decision not to reimburse the resident for costs they incurred staying at a hotel whilst the boiler was not working.
The tenant has complained: About the number of bins provided. About how the landlord responded to their concerns about the management of satellite dishes on the building. That the landlord has not replaced the patio doors. About the handling of the bathroom upgrade. About the landlord’s response to reports of …
The complaint is about how the landlord responded to the resident’s concerns about the security of the fencing at his property.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The resident is represented by her partner in relation to this complaint. For the sake of clarity and brevity, both the resident and the representative are referred to jointly in this report as ‘the resident’.
The complaint is about the landlord’s: Response to and handling of the resident’s anti-social behaviour (ASB) allegations Response to the resident’s request for a management transfer due to ASB Complaint handling
The complaint is about the way the landlord dealt with the resident’s: report of a leak in his property in 2018. request for compensation for the 2018 leak. associated complaint.
The resident complains about the landlord’s response to her concerns about the fire exit door at the property.
REPORT COMPLAINT 202002902 Midland Heart Limited 8 December 2020 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 request for reimbursement of costs for property improvements at his previous property. The resident’s reports about external works to the property. The resident’s reports about staff conduct.
| 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 |