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 202233915 Welwyn Hatfield Borough Council 28 November 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
The complaint is about the resident’s report that the landlord arranged a meeting of the local tenants and residents’ association (TRA) and did not offer a facility for residents to participate online.
The complaint is about the landlord’s response to the resident’s concerns about fire doors.
The complaint is about the landlord's handling of the resident's reports of damp and mould.
The complaint is about the landlord’s refusal to replace the front door of the property.
REPORT COMPLAINT 202232323 Norwich City Council 30 August 2024 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 […]
The complaint is about the landlord’s handling of the pre-action protocol and specifically not having given the resident notice of eviction.
This complaint is about the Council’s handling of disabled adaptations to the resident’s property.
The complaint is about the landlord’s response to the resident’s reports about: antisocial behaviour (ASB); repairs following a leak into her property.
The resident’s complaint is about: The landlord’s decision not to reclassify her property as having two bedrooms rather than three; The landlord’s associated response to her request that it increase the priority banding it had awarded her application for rehousing.
The complaint is about the landlord’s response to the resident’s concerns about the ongoing refurbishment works to the property adjoining the resident’s home.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
The complaint is about the landlord's handling of the resident's reports of intimidation by its rent collection officer.
The complaint concerns: The landlord’s response to the resident’s reports of damp in the property. The landlord’s handling of repairs required to resolve a leak in the property.
The complaint is about the landlord’s response to the resident’s concerns about the condition of the property at the start of the tenancy and subsequent repairs.
The complaint concerns: The Council’s response to reports of antisocial behaviour. The level of cleanliness and maintenance in communal areas.
The complaint is about the landlord’s handling of the resident’s rent account.
This complaint is about the landlord’s: Handling of repairs at the resident’s property. The level of compensation offered.
This complaint is about the landlord’s handling of its request that the resident remove a sign in his garden, and his subsequent complaints.
The complaint is regarding the landlord’s: Handling of the resident’s Right to Buy application. Response to enquiries regarding planned improvement works. Response to repair reports. Handling of the resident’s personal information. Complaint handling and communication.
| 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 |