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 concerns the landlord’s: response to the resident’s complaint about the level of and an increase to their service charges. handling of queries regarding the rent account. request for a breakdown of the service charge. complaint handling.
The resident’s complaint is about: The landlord’s response to the resident’s reports of: The resident’s intercom being intentionally switched off by staff. Concierge staff leaving bins in communal areas and blocking access. Emails from concierge staff to residents that the resident found threatening. An incident of a loss of electric …
The complaint is about: The landlord’s response to the resident’s request to be transferred to another property. The landlord’s handling of the resident’s request for adaptations. The landlord’s response to the resident’s request for mobility scooter storage. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports about: Repairs in the property. Communal maintenance. Communal parking. Communal antisocial behaviour (‘ASB’).
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance.
REPORT COMPLAINT 202118975 Notting Hill Genesis 20 May 2022 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 housing application.
The complaint is about the landlord’s handling of: repairs following a water leak. the resident’s stay in temporary accommodation following a leak. The resident’s reports about the behaviour of its 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 |