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 report that its operatives attended the property without prior notice; handling of the resident’s report that its operatives attended without appropriate personal protective equipment (PPE) and did not maintain social distancing and; removal of waste items left outside the resident’s …
The complaint is about the landlord’s handling of an anti-social behaviour report made against the resident.
The complaint is about: The landlord’s handling of the resident's reports of a cockroach infestation in her block; and The reasonableness of the landlord’s proposal to increase the resident’s service charge. The Ombudsman has also considered the landlord’s handling of the resident's complaint.
The complaint is about: The landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB) in and around her building. The landlord’s response to the resident’s concerns about the communal doors, car park gate and the building’s ventilation system.
The complaint concerns the landlord’s handling of repairs required to fix a leak in the resident’s property.
REPORT COMPLAINT 202006852 Waltham Forest Council 30 March 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 […]
This complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbours (Ms Y and Ms Z) after 16 September 2020. The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbours (Ms X and Ms Y) between 18 March 2019 …
The complaint is about the landlord’s: Handling of the annual gas safety inspection at the resident’s property during the Covid-19 pandemic; Handling of an asbestos survey at the resident’s property during the Covid-19 pandemic; Complaint handling.
REPORT COMPLAINT 202005551 Haringey Council 29 March 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 set […]
The complaint is about the landlord’s response to the resident’s requests about: Additional security, lighting and CCTV following a burglary. Repairs to a window following a burglary.
This complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
The complaint is about the landlord’s decision to not carry out additional repairs to a bike shed door.
In their form and email to the Housing Ombudsman Service, the resident has complained: The landlord has not compensated the resident for damages caused by a boiler leak in January 2019. The resident is charged a different amount to other residents of similar properties on the same road. The landlord …
The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour (ASB). The landlord’s complaint handling.
This complaint is about the landlord’s response to the resident’s concerns regarding the following issues: The compensation offered for belongings damaged by damp and mould at her previous property. Duplication of rent resulting in rent arrears in 2019. The additional cleaning and decorating required at her new property prior to …
This complaint is about the landlord’s response to the resident’s concerns about asbestos at her property.
The complaint concerns the landlord’s handling of the resident’s reports of noise coming from neighbouring properties.
The complaint is about the landlord’s response to the resident’s request for repairs to her door, oven, and balcony.
The complaint is about the landlord's response to the resident's request to replace the kitchen.
The complaint is about: The landlord’s handling of repairs due to leaks which affected the leasehold property. The level of redress offered by the landlord for the delay, distress and inconvenience caused. The landlord’s response to the request for redress for damage to the resident and his tenant’s personal belongings. …
The complaint is regarding the landlord’s handling of: The resident’s reports of damp and mould and other repairs required in the property. The resident’s request to be rehoused due to the issues and overcrowding in the property.
The complaint is about the landlord’s response to concerns raised by the resident about: The upgrade works to the heating system. The upgrade work to the electrics. The asbestos removal. The handling of a decant. The lack of a damp-proof course in the property. Complaint handling.
The complaint is about the landlords handling of: The resident's request to be rehoused, following the birth of her children. The resident's reports of a faulty lift.
The complaint is about the landlord’s: Handling of repairs to the soffit and fascia boards, guttering and alteration work to the property’s car port roof. Handling of complaints raised about behaviour of contractors when attending repairs. Delay in holding the stage two complaint panel hearing.
The complaint concerns the landlord’s decision to not reimburse the resident for the costs incurred when carrying out improvement works to the property.
The complaint concerns the landlord’s handling of the resident’s reports of water leaks from the properties above hers.
REPORT COMPLAINT 202005257 Waltham Forest Council 22 March 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 the resident’s request to have mixer taps fitted to her kitchen and bathroom sinks.
The complaint is about: The landlord’s handling of repairs to the resident’s property. The landlord’s response to the resident’s reports of poor communication and staff conduct. The landlord’s complaints handling.
The complaint concerns the landlord’s handling of:
The complaint is about the landlord’s handling of a blocked drain, specifically, the length of time it took to resolve the issue and its decision not to compensate the resident for damage caused to the property.
The complaint is about the landlord’s response to the resident’s request for compensation for her electricity bills and damaged goods following a leak.
The resident has complained that the landlord has failed to resolve their reports of noise nuisance from a neighbour
This complaint concerns the landlord’s handling of the residents’ reports of antisocial behaviour (ASB) by their neighbour, including the conduct of its staff.
The complaint concerns: How the landlord handled repairs to kitchen drawers in the resident’s property. The landlord’s decision about the kitchen layout in relation to the resident’s request to install a fridge/freezer.
The complaint is about: the landlord's work on the driveway and the drainage system at the property; and the landlord's handling of the resident’s complaint.
The complaint is about the landlord’s handling of a complaint made about her by its Property Management Agent (PMA).
The complaint is about the landlord’s handling of the resident’s: concerns about the condition and suitability of her bathroom; associated formal complaints.
The complaint is about: the landlord’s response to concerns raised by the resident about breaches of health and safety protocol whilst work was being undertaken at the property. the completion of bathroom works at the property.
The complaint is about the landlord’s response to the resident’s reports about: Flooding and water ingress at the property. The cooker at the property. The electrics at the property. The permanence of her occupation at the property. Water ingress at her previous property. Complaints handling.
The complaint is about the landlord’s: response to the resident’s reports about anti-social behaviour (ASB) noise nuisance caused by her neighbour; and complaints handling.
The complaint is about how the landlord handled repairs to the resident’s path and subsequent flooding.
The complaint is about the landlord’s handling of: the allocation of the resident’s parking space. the resident’s reports of antisocial behaviour (“ASB”) by her neighbours. the resident’s concerns regarding the conduct of the landlord’s staff.
The complaint is about:
The complaint is about the landlord’s decision to re-charge the resident for the cost of a door due to the installation of a cat flap.
The complaint is about the landlord’s response to the resident’s: Reports of the conduct of a member of staff. Request to keep a pet. Report of outstanding repairs.
The complaint is about the landlord’s handling of the resident’s mutual exchange.
The complaint is about the landlord’s:
The complaint is about the landlord’s response to reports of pest infestation.
REPORT COMPLAINT 202006409 Birmingham City Council 3 March 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 […]
| 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 |