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 of repairs to his property. The landlord’s response to the resident’s reports of excessive heating costs at the property. The landlord’s handling of the resident’s request to move.
REPORT COMPLAINT 202311541 Thrive Homes Limited 7 January 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 case. […]
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Concerns about being recharged for a bathroom sink. Reports of damp and mould.
The complaint is about the landlord’s response to the resident’s reports that her kitchen extractor was not working effectively.
The complaint is about: The landlord’s response to the resident’s concerns about the administration of her rent account and the calculation of her monthly direct debit. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of: Concerns raised about staff conduct. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s concerns about the water tanks and water quality. External redecoration of the block. The communal garden. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s response to the resident’s report of a broken fence.
REPORT COMPLAINT 202308173 Home Group Limited 19 December 2024 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. […]
The complaint is about the landlord’s handling of the resident’s concerns regarding: Gas safety checks at the property. Payment of court fees in relation to an injunction for gas safety checks. The landlord’s mergers from 2016. The amount of rent charged. Queries relating to her tenancy agreement. Repair requests. Her …
The resident’s complaint is about the landlord’s decision to warn him about what it considered to be unreasonable behaviour from him during a phone call.
The complaint is about the landlord’s handling of the resident’s concerns about: His requests for a detailed breakdown of service charges. Charges for the replacement of a warden call system. Communal ground maintenance. Maintenance issues. Parking arrangements for residents.
The complaint is about the landlord’s response to the resident’s reports of pests within the property.
The complaint is about the landlord’s handling of the resident’s concerns about staff conduct during a telephone call.
The complaint is about the landlord's handling of: Repairs to the door entry system during and after a power cut. Concerns about fire safety and whether the landlord provided a service in return for the fire safety service charge.
The complaint is about: The landlord’s handling of the resident’s request to have their name removed from a tenancy. The resident’s priority for social housing.
This complaint is about the landlord’s handling of a gas leak at the property.
The resident’s complaint is about the landlord’s response to: The resident’s reports of noise nuisance from her neighbour (“N”). The resident’s request for a move. In 2022, the resident had made a number of reports about noise from her neighbour. She made an application to the Environmental Health team (EHO) …
The complaint is about the landlord’s handling of antisocial behaviour (ASB) reports made against the resident.
The complaint is about the landlord’s response to the resident’s request for compensation for: Additional heating costs due to a lack of insulation to the top bedroom. Potential health and safety risks due to a lack of fire-stopping. The reported disruption caused to the resident’s household during the insulation remedial …
The complaint is about the landlord's handling of the resident's request to: Unblock drain and gutters. Maintain and clean the roof. Replace an outside light at the property. Install a back gate. Maintain an alleyway directly behind his property.
The complaint is about the landlord’s handling of the resident’s: Pursuance of monies due to him under a court order. Concerns about a standing order on the rent account.
The complaint is about: The landlord’s response to reports of leaks, damp, and mould. The landlord’s response to reports of pests in the property.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour. Associated formal complaint.
REPORT COMPLAINT 202310188 Midland Heart Limited 14 November 2024 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. […]
The complaint is about the landlord’s handling of the resident’s reports about an ongoing rat infestation.
The complaint is about the landlord’s handling of the resident’s reports about an ongoing rat infestation.
The complaint is about the landlord’s response to the applicant’s concerns about its handling of its sales process. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s report of cracked ceilings in her property and the associated compensation awarded.
The complaint is about: The landlord’s handling of the resident’s request to move to a new property. The landlord handling of reports about staff conduct.
The complaint is about the landlord’s: Handling of a leak from the resident’s radiator. Decision not to replace the resident’s carpet. Complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about the condition of the rear garden.
The complaint is about the landlord’s handling of the resident’s request to purchase her property using the Right To Buy scheme.
The complaint is about how the landlord handled the resident's reports of drug use and noise nuisance.
The complaint is about the landlord’s response to reports of antisocial behaviour.
The complaint is about: The landlord’s handling of reports of toxic fumes in the property. The landlord’s handling of the resident’s request for a property transfer.
The complaint is about the landlord’s response to the resident’s reports about anti social behaviour (ASB) from neighbours.
The complaint is about the landlord’s: Handling of reports of antisocial behaviour (ASB). Decision to remove a padlock on a communal gate.
The complaint is about the landlord’s response to the resident’s reports of toxic fumes in the property.
The complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB). the resident’s reports of inconsiderate parking. the associated complaint.
This complaint is about the landlord’s handling of the resident’s reports of pests in the loft of the property.
The complaint is about the landlord’s handling of repairs. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s consultation with the resident relating to: A change in service delivery partner. Cyclical external painting works.
The complaint is about the landlord’s handling of the resident’s request for a housing transfer.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property.
The complaint is about the landlord’s handling of the resident’s report of: A flea infestation. Damp and mould.
The complaint is about: The support put in place for the resident whilst fire safety works were being carried out in the property. The landlord’s consideration of the resident’s vulnerabilities when arranging fire safety works in the property.
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 landlord’s response to the resident’s reports about antisocial behaviour (ASB) from her neighbour.
| 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 |