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 resident’s reports that he was harassed by his neighbour. the landlord’s handling of the resident’s concerns about staff conduct and a lack of safeguarding provision. the landlord’s handling of the resident’s concerns about theft from his room. the landlord’s response to …
The complaint is about the landlord’s handling of: The decant process, including the offer of alternative permanent accommodation and its offer of compensation. The resident’s associated formal complaint.
The complaint is about the landlord’s handling of the resident's reports about grounds maintenance and an associated service charge refund.
The complaint is about: The landlords handling of the defects to the residents property. The landlords handling of the defects to the residents boiler. The handling of the resident’s complaint and the amount of compensation offered.
The complaint is about the landlord’s handling of the resident’s reports of: Shed repairs. Front porch repairs. Tree and grass cutting. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Attempts to carry out a gas safety inspection. Repairs to the property.
The complaint is about the landlord’s refusal to install the resident’s preferred choice of flooring.
The complaint is about: The landlord’s handling of the resident’s reports of various repairs, including a leaking stop tap, damp and mould. The landlord’s response to the resident’s request for the bathroom to be replaced.
This complaint is about the landlord’s: Handling of the resident’s decant following a fire in her home. Response to the resident’s concerns about smoke alarms in her home and communal areas.
The landlord’s handling of the resident’s reports regarding: the garden drainage; replacement of the garden fence; damp and mould in the property; a request for the installation of windows.
The complaint is about the landlord's handling of the resident’s request for adaptations to their property.
The complaint is about the landlord’s response to: The resident’s concerns about winter gritting. The related complaint handling.
The complaint concerns the landlord’s handling of the resident’s reporting of anti-social behaviour (ASB) from her neighbour. This report has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (‘ASB’). The Ombudsman has also considered the landlord’s complaint handling.
The landlord’s response to the resident’s request for soundproofing to be installed in her property.
This complaint is about: The landlord’s handling of the resident’s request to pave the remaining area of her garden. The landlord’s response to the resident’s concerns following the installation of a door mechanism by the local authority.
The complaint is about the landlord’s response to the resident’s reports of a leak.
This complaint is about the landlord’s handling of: The resident’s concerns about her boiler. The associated complaint.
The complaint is about the landlord’s handling of removal of the resident’s vehicle and its contents.
The complaint is about: The landlord’s response to the resident’s concerns of a lack of security lighting. The landlord’s response to the resident’s report of paint damage to the property.
The complaint is about: The information provided by the landlord when the property was offered and whether there was a supply of gas to the property. The landlord’s response to concerns about gas safety and its handling of reports of a gas leak in the building. The landlord’s handling of …
This complaint is about the landlord’s handling of the resident’s: Concerns about CCTV installed on the premises The associated complaint.
The complaint is about the landlord’s handling of and response to: the resident’s reports of antisocial behaviour (ASB). the resident's installation of CCTV cameras. the resident’s management transfer application. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns regarding notice of cyclical works to her building, and related charges.
The complaint is about the landlord’s: handling of reports of noise nuisance. complaint handling.
The complaint is about the landlord’s: Handling of reports of anti-social behaviour (ASB). Response to the resident’s complaint about staff conduct. Handling of the formal complaint.
This complaint is about the landlord’s handling of: Reports of anti-social behaviour (ASB). Reports of damage to the balcony floor.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour. The resident’s request to be rehoused under a management transfer.
The complaint is about the landlord’s handling of the resident’s requests for it to: Maintain the grass in his front garden. Maintain or cut back the trees overhanging his property. Increase the visibility of its staff in the vicinity of his property.
The complaint is about the landlord’s response to replace an internal door. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of noise nuisance from a neighbour’s property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of noise disturbance and antisocial behaviour (ASB).
The complaint is about: The landlord’s handling of damp and mould. The landlord’s decision not to award compensation for damaged goods.
The complaint is about the information provided by the landlord in relation to parking at the resident’s property.
REPORT COMPLAINT 202204056 Clarion Housing Association Limited 18 October 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 […]
The complaint is about the landlord’s response to the request for an allocated disabled parking space.
REPORT COMPLAINT 202215486 Clarion Housing Association Limited 6 October 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 case. This […]
The complaint is about the landlord’s: response to the resident’s report of a leak; complaints handling.
The complaint is about: The landlord's handling of repairs to the resident’s solar panels. The landlord’s handling of the resident’s complaint about its disposal of her belongings, following a fire in the property.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) and request for compensation.
The complaint is about the landlord's handling of the resident’s request to: Install solar panels at the property. Move to a property that had solar panels or a property where he would be allowed to install solar panels.
The complaint is about the landlord’s: Response to the resident’s reports of staff conduct. Communication about keeping dogs at the property.
The complaint is about the landlord’s handling of repairs to the resident’s boiler.
The complaint is about the landlord’s response to: The resident’s reports about communal lighting. The resident’s reports about the intercom system. The resident’s reports about the CCTV system. The formal complaint.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The complaint is about: The landlord’s handling of concerns about the quality of the estate management services provided by the landlord; The landlord’s handling of reports of staff conduct; The landlord’s complaint handling, and; The landlord’s decision not to investigate the resolutions offered in respect of previous complaints.
The complaint is about the landlord’s response to the resident’s request for the installation of a shower.
The complaint is about the landlord’s response to the resident’s request for underfloor insulation.
The complaint is about how the landlord handled the resident’s concerns about a security gate installation. The Ombudsman has also considered the landlord’s complaint handling.
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.
| 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 |