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 202324646 Flagship Housing Group Limited 12 March 2025 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 handling of the resident’s concerns about the positioning of the carbon monoxide detector.
The complaint is about the landlord's: Response to the resident’s reports of damp and mould in the property. Complaint handling.
The complaint is about the landlord’s response to the resident’s requests for replacement garden fencing.
The complaint is about the landlord’s response to the resident’s complaint that his neighbour had cut down trees in a communal garden.
The complaint is about the landlord’s handling of the resident’s enquiries about an increase in utility charges and the administration of the Energy Bill Relief Scheme (EBRS) and the Energy Bill Discount Scheme (EBDS).
The complaint is about: The landlord’s response to the resident’s concerns about staff conduct. The associated complaint handling.
The complaint is about the landlord’s handling of the resident’s rent account and associated arrears.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) from her neighbour. Request for a management transfer. Request for a breakdown of service charges and reimbursement of her rent and expenses.
The complaint is about the landlord's response to the resident's reports about low boiler and water pressure in the property.
The complaint is about the landlord’s handling of the residents: Concerns regarding appointments. Reports of being harassed by the landlord.
The complaint is about the landlord’s response to: The resident’s reports of: Drainage issues. Cracks in her property walls. Staff misconduct The resident’s concerns about: The standard of replacement of communal flooring. Charges for remedial work to the communal flooring. The costs of the management of the block of flats.
The complaint is about the landlord’s handling of: The resident’s reports of repairs in her property. The resident’s reports of a data breach. Changes to the energy billing system and to the energy supplier.
The complaint is about the landlord’s handling of a roof replacement and its request that the resident paid a contribution towards this. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s actions in recovering rent arrears from the resident.
The complaint is about the landlord’s response to the resident’s request for a transfer.
The complaint is about the landlord’s handling of: The resident’s reports of noise disturbance. The resident’s request for repairs. Reports of ants at the property.
The complaint is about the landlord’s handling of reports of inappropriate parking.
The complaint is about the landlord’s response to the resident’s complaint about his rent accounts and arrears.
The complaint is about: The landlord's handling of the resident’s reports of anti-social behaviour (ASB). The landlord's handling of the resident’s concerns about the standard of communal cleaning. The landlord’s handling of the resident’s request to move.
The complaint is about: The landlord’s handling of the resident’s request for a management move or a decant following his reports of a leaking soil pipe in the property. The landlord’s response to a letter from the resident’s specialist nurse regarding the condition of the property. The landlord’s handling of …
The complaint is about: The landlord’s handling of the repairs to the resident’s front door and the replacement of the door. The landlord’s response to the resident’s request for reimbursement of the rent and energy bills for the period he was not occupying the property. The landlord’s handling of the …
The complaint is about the landlord’s handling of the resident’s concerns regarding the removal of ivy and fencing work.
This complaint is about the landlord’s handling of: The resident's reports that scaffolding, window design and inadequate radiators caused ventilation and heating problems and contributed to mould. The resident's health and safety concerns in returning to her property from temporary accommodation. The resident’s concerns that exposure to dust on items …
The complaint is about the landlord’s handling of the resident’s concerns about a neighbour’s dog.
REPORT COMPLAINT 202316362 TBG Open Door Limited 19 February 2025 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 handling of the resident’s reports of noise nuisance.
The complaint is about the landlord’s handling of the resident’s transfer application.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Request for a management transfer. Associated complaint.
The complaint is about the landlord’s handling of: The resident’s personal information. This includes the associated complaint handling. Reports of antisocial behaviour (ASB).
The complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB) by the resident relating to dog noise. Reports of ASB by a neighbour towards the resident. The related complaint.
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: The resident’s reports of antisocial behaviour (ASB). The associated complaint.
The complaint is about the landlord’s handling of the resident’s requests for: An inspection of the property. A management transfer.
The complaint is about the landlord’s handling of the resident's: Request for a managed housing transfer. Reports of noise nuisance.
The complaint is about the landlord’s handling of the resident’s request for redecoration following the landlord’s kitchen repair.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s handling of: Reports of noise nuisance. Request for improved soundproofing.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) relating to noise and leaks. Repairs to the resident’s property following leaks and reports of damp and mould. The resident’s request for a management transfer.
The complaint is about the landlord’s handling of the resident’s reports of staff conduct. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s response to: the resident’s reports of ASB and odours affecting the property. the resident’s request for assistance with moving to a new property.
The complaint is about: The landlord’s response to the resident’s reports of defective drainage in the resident’s garden. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Reports of outstanding and poor-quality repairs.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour by her neighbour.
The complaint is about how the landlord handled the resident’s : Mutual exchange. Reports of damp, mould and outstanding repairs. Complaint.
The complaint is about the landlord’s: handling of the resident’s arrears. handling of the resident’s rechargeable repairs . response to reports of damp and mould. response to reports of poor staff conduct. response to reports of property damage.
The complaint is about the landlord’s: Response to the resident’s request for a reasonable adjustment. Response to the resident's reports of door repairs at the property. Handling of the residents reports of a faulty smoke alarm at the property. Response to the resident's reports of noise caused by contractors and …
The complaint is about the landlord’s handling of: Repairs to the shower. The associated formal complaint.
The complaint is about the landlord’s response to the resident’s concerns about replacement items provided after damage during a decant .
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould. A leak from a neighbouring property. Discrimination by a member of staff.
| 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 |