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 202218635 Brighton and Hove City Council 11 August 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 is about the landlord’s handling of the resident’s concerns regarding subsidence and the request for a full structural survey to be completed.
The complaint concerns the landlord’s request for the resident to remove a wood burner they had installed in the property.
The complaint is about the landlord's handling of the resident’s reports of repair issues to the floorboards and ceiling.
The complaint is about the landlord’s handling of the resident’s request for a management transfer to a four-bedroom property.
The complaint is about the landlord’s handling of the resident’s:
The complaint is about the landlord’s handling of a service charge cost for communal redecorations completed within the resident’s block of flats.
The complaint is about the landlord’s: request for the resident to install carpets in the property. handling of the resident's management transfer.
This complaint is about the landlord’s handling of the resident’s request for the gas pipes to be relocated.
The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour, and; response to reports regarding staff conduct.
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 concerns about: cleaning of communal areas at the resident’s property. access to an electrical cupboard. an intercom system.
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.
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 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.
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 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 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 handling of the resident’s reports of damp and condensation in the property.
The complaint is about the landlord’s handling of: Adaptations following occupational therapist (OT) assessments; A rehousing request.
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 response to the resident’s request for a replacement bathroom.
The resident’s complaint is about the landlord’s handling of reported repairs including reports of damp, and issues with the front door. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s decision not to award a home loss payment.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
The complaint is about the landlord’s handling of reports from the resident of anti-social behaviour.
The complaint is about the landlord’s decision not to replace a hedge at the back of the resident’s property with a boundary fence.
The complaint concerns: The landlord’s decision not to compensate the resident for plastering work she carried out in the property. The associated formal complaint.
The complaint is about the landlord’s: Decision to remove bollards installed by the resident and her husband at the end of her driveway. Communication with the resident and her husband in dealing with this matter.
The complaint is about the landlord’s handling of: Reports of leaks into the resident’s property. The associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of a broken shower. Reports of damp and mould.
The complaint is about: the landlord's response to the resident’s request for it to remove the asbestos from his meter cupboard. the landlord’s response to the resident’s request for it to install an electric isolation switch in his property.
The complaint is about the landlord’s handling of several outstanding repairs to the property, including leaks from the bathroom and kitchen.
The complaint is about the landlord’s handling of: The resident’s reports about a neighbour’s cat entering her home and garden. The resident’s reports about a neighbour’s garden overgrowing onto her walkway.
The complaint is about the landlord's response to the resident's reports about the CCTV his neighbour installed in the communal area.
The complaint is about: The landlord’s handling of repairs for water ingress at the resident's property. The landlord’s response to the resident’s concerns about the responsibility for the waste pipe that services the property. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s communication with the leaseholder about its insurance cover. The landlord’s response to the leaseholder’s request that he be reimbursed by the landlord for loss of rental income and the cost of re-installation of the property’s electrical supply.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour.
The complaint is about: The landlord’s response to allegations of anti-social behaviour (ASB) made about the resident by her neighbour. The landlord’s handling of reports of harassment and racial abuse made by the resident about her neighbour. The landlord’s alleged breach of the General Data Protection Regulations (GDPR) and the …
The complaint is about the landlord's decision to refuse the resident’s request for his daughter to be added to the tenancy agreement.
REPORT COMPLAINT 202127422 North West Leicestershire District Council 13 April 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair […]
The complaint is about: The landlord’s decision to send a letter to the resident about his behaviour and handling of the associated complaint. The landlord’s introduction of a contact arrangement for the resident.
The complaint is about the landlord’s response to the resident’s request for heating to be installed in the porch of his property.
The complaint is about the landlord’s response to the resident about damaged door handles and its obligation to repair or replace them.
| 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 |