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 landlord's response to: Reports of staff misconduct and communication regarding belongings in the property. A request for an adaptation. The resident’s request for permissions for a shed. Reports of repairs within the property. The report has also taken the landlord’s handling of the associated complaint …
The complaint is about: The landlord’s administration of the service charge account, including the bank account arrangements. The landlord’s handling of the programme for replacing residents’ front doors. The landlord’s handling of repairs and maintenance on the estate prior to the transfer of management, including the resident’s reports of fire …
The complaint is about the landlord’s handling of the resident’s reports of overgrown trees. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about its handling of: His reports of antisocial behaviour (ASB) from his neighbours. The associated complaint.
The complaint is about the resident’s reports of: A request for a refund for stolen parcels. The level of security provided by the landlord’s concierge office. The landlord’s communication regarding its concierge office closures.
The complaint is about: The length of time the landlord’s insurer took to process the subsidence insurance claim, assess the property and instruct the works to commence. The landlord’s response to the resident’s concerns about subsidence.
The complaint is about the landlord’s handling of the resident’s reports and concerns about: responsibilities under the tenancy agreement. rodents at the property, removal of ivy, pointing, doorstep repairs and fly-tipping. removal of concrete planters. damage to cables. graffiti, gate and letter box repairs. complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of outstanding repairs following a fire in 2019. Reports of damp and mould following a leak. Reports about restricted accessibility to the communal driveway. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s concerns about: The level of service charges. Cracks in the brickwork of the property. The upkeep of communal benches.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB), by her upstairs neighbour. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about: Delays in repairs to the resident’s property following a fire, and the length of time the resident and her family had been in temporary accommodation. The resident’s request for compensation for her belongings which were damaged due to the fire. The landlord’s handling of the associated …
The complaint is about the landlord’s handling of: Repairs to the property. The removal of rubble from the garden. The resident’s reports she was told the front garden was for her exclusive use. The resident’s reports of belongings damaged by removal contractors. The resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour by a neighbour. Repairs to the property, including damp and mould. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: reports of garden fence repairs; reports of kitchen floor repairs; asbestos concerns; staff conduct concerns; associated complaint.
The complaint is about the landlord’s handling of: A request to rewire the property. Repairs to a footpath. A request for a wet room. A request to replace storage heaters. The Ombudsman has also decided to investigate the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns regarding shrubs planted in her front garden and its communication. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of a repair to the hot water system. Transfer request.
The complaint is about the landlord’s handling of the resident’s: Reports of delays in repairing and replacing the gas boiler. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs to the communal areas of the property. Concerns about its management of the communal areas of the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak, and the associated repairs. Request to be reimbursed for replacement carpets.
This complaint is about the landlord’s response to the resident’s complaints about: Repairs to her kitchen. Repairs to her bathroom. Its online repair portal.
The complaint is about the landlord’s response to: The resident’s reports of damp and mould at the property. The associated formal complaint.
The complaint is regarding the landlord’s response to: the resident’s dissatisfaction with the duration of the landlord’s defect liability period, the resident’s reports of defects in the property.
The complaint is about the landlord’s handling of: The repair and replacement of the resident’s boiler and gas fire. The resident’s reports of mould and damp. The resident’s complaints about the conduct of their staff. The rent arrears on the resident’s account. The resident’s reports about the landlord’s unannounced visits …
The complaint is about the landlord’s response to the resident’s request to remove woodchip wallpaper from the living room ceiling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s: Temporary decant. Report of a burst water tank and associated repairs. Request for compensation for damaged possessions, loss of earnings and associated losses. Liability insurance claim.
The complaint is about the landlord’s handling of the resident’s concerns regarding: Antisocial behaviour (ASB). Her information request relating to the infrastructure of the block/estate. Access to her medical records. A referral to mental health services. Staff conduct. The Ombudsman has also addressed the landlord’s record keeping.
The complaint was about: The landlords handling of sewage smells from the residents shower-room. The landlords handling of other repairs needed to the resident’s property. The landlords handling of the residents complaint and level of compensation offered.
The complaint is about: The landlord’s response to the resident’s reports of damp and mould. The landlord’s response to the resident’s reports of repairs to the front door. The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s response to the resident’s reports of a blocked toilet …
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB) and hate crime. The resident’s concerns about reasonable adjustments. The associated complaints.
REPORT COMPLAINT 202337969 The Riverside Group Limited 29 July 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 case. This […]
The complaint is about the landlord's handling of major repairs due at the resident’s property, including: The time taken to start the work. The landlord’s decision to decline the resident’s request for replacement like-for-like laminate flooring and to fully re-skim the walls. The Ombudsman has also considered the landlord’s complaint …
The complaint is about the landlord’s handling of: The information within the Subject Access Request (SAR) and the data stored on the resident’s record. The resident’s concerns about staff conduct. Outstanding defects. The Ombudsman will also investigate the landlord’s complaint handling.
This complaint is about the landlord’s handling of: Front door repairs. The associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of drafts coming in from the windows. Request for the windows to be replaced earlier than planned. This Service has also considered the landlord’s handling of the complaint.
The complaint is about: The landlord’s handling of reports of a faulty oven. The landlord’s record keeping. The associated complaint handling.
This complaint is about: The level of compensation offered to the resident by the landlord following its handling of leak repairs. The landlord’s response to the resident’s complaint about its handling of antisocial behaviour (ASB).
The complaint concerns the landlord’s handling of the resident’s concerns about the air source heating pump (ASHP) in her home. This investigation has also considered the landlord’s complaints handling.
The complaint is about the landlord’s response to reports about: Pests (pigeons and associated debris). Communal cleaning and maintenance including fly tipping. Urine on the carpet. Electric wires hanging from the ceiling in the communal area. Damp and mould. Flooding downstairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Concerns about the safety of the boiler and gas pipework, including its handling of the installation of a gas meter at the property. Concerns that the property was let without a valid Energy Performance Certificate (EPC). Concerns about the conduct …
The complaint is about the landlord’s response to the resident’s: Reports of a leak from the bathroom and requests for associated repairs. Reports about the conduct of an operative who attended the property. Request for compensation for damage caused. The Ombudsman has also considered the landlord’s complaint handling.
The resident’s complaint is about: The landlord’s handling of a leak at the resident’s property, including its communication. The landlord’s handling of reports of damp and mould at the property. The Ombudsman will consider the landlord’s complaint handling.
The complaint is about: The amount of compensation offered by the landlord to replace damaged items. The landlord’s handling of repairs at the property to rectify the damp issue reported by the resident. The landlords decision to place a staff safety alert on the resident’s account. The Ombudsman has also …
The complaint is about the landlord’s handling of: Construction works near to the property and the impact these had on the resident. Reports of damp and mould in the property. The resident’s request for rehousing. The resident's concerns about communal cleaning services. Complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports about the condition of her former property when the tenancy commenced and the resident’s disrepair reports. The landlord’s handling of the resident’s complaint including the amount of compensation offered.
The complaint is about the landlord’s handling of: the resident’s request for repairs; the resident’s reports of a pest infestation; the resident’s decant; and the resident’s request for reimbursement for her costs and damaged belongings. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint concerns the landlord’s: Response to reports of damp, mould, and leaks. Handling of repairs reported after the resident moved into the property. Response to a concern raised regarding the fence boundary. Handling of the related complaint.
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Complaint about its contractor. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of subsidence at the property. The associated complaint.
REPORT COMPLAINT 202115852 Home Group Limited 15 May 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 case. […]
| 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 |