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 level and reasonableness of service charges at the property, including, and in particular, in relation to fire and safety charges and the landlord’s administration of the service charge account overall, including it charging for services not received and making errors in its calculations and charging …
The complaint is about the resident’s concerns regarding the costs of the catering service provided within his accommodation.
The complaint is about the Council’s handling of a Right to Buy (RTB) application; including its failure to disclose the Pre-Cast Reinforced Concrete (PRC) construction of the building in the early stage of the RTB process.
The resident is complaining about the landlord’s handling of repairs in their property.
The complaint is about the landlord’s response to the resident’s concerns with her service charge increase.
The complaint is about the landlord’s response to the resident’s request for a permanent decant.
The complaint concerns the level of service charges.
The complaint is about the level of rent at the property.
The complaint concerns the resident’s application for housing, including a separate application for his son.
The complaint concerns:
The resident complained that they pay an ‘affordable rent’ under their tenancy, rather than a ‘social rent’
The complaint is about the landlord’s handling of the resident’s transfer application.
The complaint is about The handling of the resident’s request for compensation for damage to their possessions The handling of the resident’s application for housing following a fire at their previous property.
The complaint concerns the Council’s handling of reports of repair required to the resident’s garage roof.
The complaint is about the landlord’s handling of the resident’s anti-social behaviour (ASB) reports between 2017 and 2019.
The complaint is about the landlords handling of the resident’s request for compensation following a decant from her property.
The complaint concerns reports of an abandoned vehicle in a parking bay opposite the resident’s property.
The complaint concerns the level and reasonableness of the service charges.
The complaint refers to: The landlord’s introduction of a communal caretaking service and service charge for this. The resident’s concerns about the level of service charge and her request for this to be removed. The resident’s concerns about the frequency and standard of service received. The landlord’s handling of the …
REPORT COMPLAINT 202002206 Newham Council 20 July 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 whether a […]
The resident’s complaint is about the level of rent they are being charged.
The complaint is about the landlord’s response to the resident’s reports that the landlord’s contractor damaged their car.
The resident complains about how the landlord has responded to his reports of structural issues and cracks in the property.
The complaint concerns the landlord’s response to reports of repairs to the resident’s garage.
The complaint is about the Council disposing of items it was storing for the resident.
The complaint is about the landlord’s response to the resident’s reports of repairs following major gas works in 2019.
The complaint is about the landlords response to the resident’s concerns regarding a data breach.
The resident is unhappy that a parking space was not included within the purchase of their property. The resident is unhappy that the landlord has not subsequently agreed to sell them a parking space.
The complaint is about the landlord's response to the resident’s request for compensation for personal injury and damage to personal items resulting from a leak caused by roof works.
The complaint is about the landlord’s decision not to reimburse the resident for money he spent on private accommodation while works to the property were being carried out.
The complaint is about advice given by a council officer to a councillor about the council’s contact restrictions relating to the resident.
The complaint is about the landlord’s response to the resident’s reports of damage to her car window.
The complaint is about the landlord’s handling of reports of a leak in the bathroom at the property.
This complaint is about the managing agent’s response to the resident’s request that his Thames Water, Watersure Plus, discount be backdated to 2015.
The resident has complained about the following issues: That service charges for maintaining and operating a door entry system are too high. That the landlord cannot, or should not, recharge her for the full cost of this item.
The complaint is about charges in respect of major works, specifically, the landlord’s ability to recover these costs having not set up a sinking fund for such purposes.
The complaint is about the level of compensation awarded by the local authority for how a Right to Buy application was handled in 2013.
The complaint concerns the assessment of the resident’s housing needs
The complaint is about the landlord’s response to the resident’s concerns about whether their service charges are apportioned in accordance with their lease and the reasonableness of these charges.
The resident is unhappy with the Council’s handling of a consultation process when reviewing independent living schemes in the area.
The complaint is about the payability and reasonableness of the service charges at the property.
The complaint concerns the landlord’s response to reports of staff conduct.
The resident complained about: The division of the rear garden to the property. The landlord’s response to their request that they be granted possession of thier neighbour’s garden.
The complaint is about the landlord’s handling of repairs to the communal lift at the property.
The complaint is about the level of compensation offered by the landlord’s insurer in relation to the resident’s claim for property damage and loss of rental income following a leak from a neighbouring property.
REPORT COMPLAINT 202104519 Clarion Housing Association Limited 8 June 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 landlord’s handling of reports of pipe blockages and leaks into the Resident’s property.
The complaint is about the landlord’s demand for a charge prior to sale of the property, for the Renewable Heat Incentive Scheme (RHIS) payments it would not receive following the resident becoming legal owner.
The leaseholder complained about the following issues: That the landlord did not provide information explaining that the property had no television aerial during the sales process. That they should not be liable for service charges for a television aerial.
The complaint is about the landlord’s response to the resident’s request for information regarding an incident that occurred in 2016 at his building.
| 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 |