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.
REPORT COMPLAINT 202102563 Camden Council 17 September 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 complaint is about service charges for sheltered housing support and alarm costs
The complaint is about the Council’s handling of the resident’s application for housing, and its handling of the resident’s queries about rent arrears.
It has been difficult to engage with the resident to clarify the issues which they wish to bring as part of this complaint. Since January 2021, in their contact with this Service, the resident has referred to the following complaints: A dispute about the boundary between their garden and their …
The complaint is about the landlord’s decision to decline a request for reimbursement of costs for fencing works.
REPORT COMPLAINT 202012859 Hackney Council 16 August 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 complaint concerns liability to pay service charges for heating.
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 complaint is about the landlord’s response to the resident’s request for a permanent decant.
The complaint concerns the resident’s application for housing, including a separate application for his son.
The complaint concerns:
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 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.
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 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 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.
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 complaint is about the level of compensation awarded by the local authority for how a Right to Buy application was handled in 2013.
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 landlord’s handling of repairs to the communal lift at the 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.
The complaint is about the resident’s reports of noise nuisance.
REPORT COMPLAINT 202010450 Lambeth Council 20 May 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 complaint concerns:
The complaint concerns the landlord’s handling of: The resident’s reports of water leaks in the property. The resident’s request for information from the landlord relating to repairs of leaks at the property. ongoing repairs required to the pipework at the property following the leaks.
The complaint concerns the Council’s assessment of the residents housing needs and banding allocation.
The complaint concerns the council’s response to reports of disrepair, a bug infestation, a smell in the property and antisocial behaviour.
The complaint is about the landlord’s proposed decision to install a particular type of sprinkler system in sheltered accommodation in the borough.
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 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 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.
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 completion of major works in 2014 and subsequent recharging in 2020.
The resident alleges that damage was caused to his belongings during replacement flooring works organised by the council.
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.
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.
| 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 |