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 202103329 Watford Community Housing Trust 24 November 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This […]
This complaint is about the landlord’s decision to change the energy supplier for the provision of communal heating in the building.
The complaint concerns the landlord’s response to enquiries the resident has made about their liability to pay a service charge for a fire risk assessment.
The complaint is about: The resident’s dissatisfaction with the level of redress made by the landlord in its response to an earlier complaint. Their request to transfer properties.
The complaint is about the level of rent the resident is being charged.
The complaint concerns the landlord's response to the resident’s request to amend the terms of their tenancy concerning succession rights.
The complaint concerns the resident’s liability to pay Trustcare charges.
The resident is complaining about the landlord’s handling of repairs in their property.
The complaint is about the level of rent at the property.
The resident complained that they pay an ‘affordable rent’ under their tenancy, rather than a ‘social rent’
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 …
The complaint concerns the landlord’s response to reports of repairs to the resident’s garage.
The complaint is about the landlord’s response to the resident’s reports of repairs following major gas works in 2019.
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 the payability and reasonableness of the service charges at the property.
The complaint is about the landlords handling of the residents reports concerning the maintenance of roads outside the property.
The resident’s complaints are about:
The complaint is about the terms of a new tenancy agreement offered by the landlord.
The resident complains about the level of tenancy support he has received from his support provider.
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 relates to the landlords handling of a heating dis-repair issue.
| 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 |