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 response to the resident’s request for information about her service charges. The landlord’s response to the resident’s concerns about the frequency and standard of cleaning in the communal areas of the property. The landlord’s complaints handling.
The resident’s complaint is about the landlord’s handling of: The resident’s Subject Access Request. His reports of pests and requests for associated works. His temporary decant request. Its communication during handover of cases between staff. This service has also considered the landlord’s complaint handling.
The complaint is about: The theft of the resident’s bicycle from a shared bicycle store in 2017. The landlord’s response to the resident about his service charge arrears. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the: Installation of the shower chair in the resident’s bathroom. Related complaint:
The complaint is about the landlord’s handling of the resident’s request for cleaning and resurfacing of the front garden communal area.
The complaint is about the landlord’s: Response to the resident’s request for a repeat asbestos survey of the communal hallway. Handling of remedial work to the communal hallway following asbestos removal works.
The complaint is about: The landlord’s handling of the resident’s reports of a faulty intercom system and concerns about the procedure for visitor’s access to his property The landlord's complaint handling
The complaint is about: The landlord’s handling of a shared ownership purchase, including the advertisement of the property on the landlord’s resale website. The level of communication and information provided by the landlord on payments and costs if the property was sold on the open market.
The complaint concerns: The information provided by the landlord relating to the resident’s request to be rehoused. The delay in the payment of compensation.
The complaint is about the landlord’s handling of the resident’s reports of her bicycle being stolen from a communal bicycle shed.
The resident has complained about the landlord’s handling of his application to staircase. A further complaint was made regarding the landlord’s customer service.
The resident has complained about: the length of time scaffolding was in place at her property; the landlord’s communication with her regarding cyclical maintenance work; and the landlord’s handling of the complaint.
| 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 |