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 resident complains about: How the landlord handled her request for rehousing on medical grounds, including its communication and the time taken for her to be rehoused. How the landlord responded to her reports that dust from a neighbouring development was entering the property and affecting the health of her …
The complaint is about the landlord’s proposed decision to install a particular type of sprinkler system in sheltered accommodation in the borough.
This complaint is about the resident’s former landlord’s handling her reports of Anti-social Behaviour (ASB) by her neighbour (Ms Y) prior to her tenancy being transferred to a different social housing landlord on 13 May 2019.
The complaint is about the quality of home repairs and renovations, staff conduct, and the outcome of the resident’s insurance claim.
The complaint concerns the landlord’s response to the resident’s concerns about consultation over planned maintenance and rent increases for garages.
The resident feels that the Council did not handle his insurance claim appropriately, causing delays in the process.
The complaint is about the landlord’s calculation of rent under the social rent reduction.
The complaint is about the increase of service charges.
The complaint concerns the landlord’s handing of the resident’s rehousing application.
The complaint is about the landlord’s handling of reports of lead in the water supply and the effects this has had on the health of the resident’s child.
The complaint is about the level of rent at the property.
The complaint concerns the landlord’s response to the instatement of service charges for garden maintenance.
REPORT COMPLAINT 202005579 Clarion Housing Association Limited 6 April 2021 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman Scheme. The Ombudsman must determine […]
The complaint is about the condition of the property when the resident moved in and the landlord’s subsequent failure to carry out required repairs.
The complaint concerns the council’s handling of an application for a parking space
The resident is unhappy with the landlord’s division of service charges in relation to major works.
The resident’s complaints are about:
This complaint is about the landlord’s handling of the resident’s requests to: keep a pet at the property in 2016, and to rent a garage in 2018.
The complaint is about the landlord’s handling of antisocial behaviour (ASB) perpetrated by its residents.
The complaint is about the landlord's completion of major works in 2014 and subsequent recharging in 2020.
The complaint is about the terms of a new tenancy agreement offered by the landlord.
The complaint is about the placement of the landlord’s skip which the resident reports damaged their car.
The complaint concerns the landlord’s response to the resident’s reports that damage was caused to their possessions during repairs to their garage. Determination (jurisdictional decision) When a complaint is brought to the Ombudsman, we must consider all the circumstances of the case as there are sometimes reasons why a complaint …
The complaint is about the landlord's handling of repairs at the resident's property.
The complaint is about the landlord’s response to concerns the resident raised about a sales clause in their lease.
The resident alleges that damage was caused to his belongings during replacement flooring works organised by the council.
The complaint concerns the resident’s reports of social nuisance and antisocial behaviour and the handling of those reports by their landlord. The complaint concerns the landlord’s handling of repairs and damp issues in the property.
The complaint concerns the resident’s liability for major work charges for replacing the metal roof to their property and the estate at large. The resident asserts that the landlord failed in its design, installation and maintenance of the metal roofs on the estate, as well as not maintaining warranties.
REPORT COMPLAINT 202004136 Plus Dane Housing Group Limited 25 February 2021 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman Scheme. The Ombudsman must […]
The resident is unhappy about delays to the completion of the Right To Buy process caused by a historical boundary error – resulting in extra costs to the resident.
This complaint is about the landlord’s handling of the resident’s concerns about her rent arrears following her decision to relinquish her tenancy.
The complaint is about the landlord’s response to the resident’s reports of repair in her temporary accommodation to the lift and the heating and hot water system. The complaint is about the landlord’s response to the resident’s requests to change her housing status on the local authority’s choice based letting …
The complaint concerns the Council’s response to the resident’s request that it include a performance bond for tendered contracts.
This complaint is about: The resident’s liability to pay costs relating to repairs to his porch roof, included in his 2018-2019 service charges. The standard of the works carried out to the resident’s porch roof under a major works programme in 2018-2019.
This complaint is about: The landlord’s handling of the resident’s application for housing in an extra care property in 2016. The landlord’s response to the resident’s request for compensation for the costs he incurred in preparing to move into the property.
The complaint concerns a dispute about the area allocated to the resident as their garden and how this is defined in associated paperwork.
The complaint is about the landlord’s handling of the resident’s reports of a leak through their bathroom ceiling.
The resident complained about the landlord’s: handling of a staircasing transaction in 2012. response to their request for the registration certificate for the solar panels at the property.
The complaint is about the landlord’s decision not to change the resident’s housing transfer band.
The complaint is about the landlord’s response to the resident’s reports about: Historic kitchen works and contractor behaviour Missed appointments Loss of hot water and gas Use of Personal Data Current kitchen condition
The complaint is about the landlord increasing the resident’s service charge.
The complaint concerns the level of compensation offered by the landlord, in response to her request for compensation for the impact of ASB on her health, wellbeing, and life.
REPORT COMPLAINT 202004865 LiveWest Homes Limited 5 February 2021 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman […]
The resident complains that the landlord failed to handle her complaints in accordance with its complaints procedure in that:
REPORT COMPLAINT 202002192 Karbon Homes Limited 29 January 2021 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman […]
The resident complains about the level of tenancy support he has received from his support provider.
REPORT COMPLAINT 202001648 Moat Housing Group Limited 27 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The resident complains about how the landlord handled her reports of anti-social behaviour by her neighbours, in particular: the landlord’s decision in January 2019 to seek an injunction against one neighbour rather than a possession order; and how the landlord handled her reports that another neighbour had stolen letters belonging …
The complaint is about:
The complaint is about:
| 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 |