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.
This complaint is about: How the landlord handled the resident’s permanent move. How the landlord handled estate and building management. How the landlord supported the resident during her move. How the landlord dealt with reports of staff misconduct.
The complaint is about the landlord’s handling of: The mutual exchange and associated issues regarding the condition of the property (garden, flooring in the hallway) following the exchange. Its communication regarding the resident’s rent increase. The complaint handling.
The complaint is about the landlord’s: management of the resident’s rent; handling of soundproofing works and other repairs to the property, including temporary rehousing of the resident; response to the resident’s request for double glazed windows. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: handling of the resident’s reports of leaks from the property above, and; complaint handling.
The complaint is about the landlord’s: Handling of reports of damp and mould. Decision not to insulate the property. This Service has also considered the landlord’s complaint handling and record keeping.
REPORT COMPLAINT 202216141 Islington Council 19 July 2023 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 complaint is about: The landlord’s Noise Pollution Team’s response to the resident’s reports of noise nuisance. The landlord’s response to the resident’s reports of antisocial behaviour (ASB).
The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB); reports of her difficulties in making contact with it; request to move property and the associated record keeping; associated complaint.
The complaint is about the landlord’s handling of: Repairs to the bathroom floor. A sewage leak in the garden.
The complaint is about the landlord’s handling of the resident’s: Use of a communal garden. Associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in her property. The landlord’s handling of the resident’s report of a defect in her bathroom. The landlord’s handling of the resident’s formal complaint.
The complaint is about: The resident’s request for a suitability review of the property. The state of repair of the property at the start of the tenancy. The landlord’s response to the resident’s concerns about the condition of communal areas at the property. The landlord’s handling of the resident’s complaint.
The complaint relates to: The landlord’s response to the resident’s concerns over its handling of service charges. The landlord’s handling of the resident’s complaint.
The complaint relates to: The landlords handling of the flooring repairs. The landlords handling of the resident’s request for the installation of an accessible kitchen. The landlord forcing entry to the property and changing the locks. The landlord’s record keeping. The landlord’s complaint handling and the level of compensation offered.
The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB) and noise nuisance; the resident’s associated complaint.
The complaint is about the landlord’s: Decision to grant permission for the installation of storage cabinets in the communal area. Response to the resident’s concerns about items being removed from the communal area and disposed of. Complaint handling.
The complaint is about: The landlord’s handling of the sale of the resident’s shared ownership property; The resident’s claim that the landlord is liable for his loss of £11,000 through delays in the sales process; The landlord’s complaint handling.
REPORT COMPLAINT 202126632 Network Homes Limited 12 July 2023 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. […]
The complaint is about: The landlord’s response to the resident’s concerns about its management of the sinking fund and repairs at the property. The landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns regarding the windows in the communal area. Response to the resident’s reports of anti-social behaviour (ASB). Handling of the resident’s transfer request. The Ombudsman has also considered the landlord’s handling of the resident’s complaint as part of the assessment.
The complaint is about the landlord’s response to: The resident’s reports of a leak in the property and the subsequent reimbursement request. The resident’s reports of damp and mould following the leak. The related complaint.
The complaint is about: The landlord’s handling of the resident’s kitchen renewal and subsequent compensation offer. The landlord’s handling of the associated complaint.
The complaint relates to: The landlord’s management of the mutual exchange process. The landlord’s management of the major works transfer process. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of an ongoing leak caused by outstanding roof repairs. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about: the landlord’s response to the resident’s reports about garden maintenance and the associated service charge. the landlord’s response to the resident’s reports about communal cleaning and the associated service charge. the landlord’s response to the resident’s reports about the standard of maintenance of the communal areas. …
The complaint is about the landlord’s: Handling of repairs to a toilet at the property. Handling of the associated complaint. Record keeping.
The complaint is about the landlord’s: handling of repairs to the property’s boiler; complaints handling.
The complaint relates to the landlord’s handling of birds nesting and defecating on the resident’s balcony. This Service has also considered the associated complaint handling and offer of compensation.
The complaint is about the landlord’s repair of the resident’s heating system and an insulation upgrade which was due at the property. This Service has also considered the landlord's handling of the resident's complaint.
The complaint is about: The landlord’s handling of the resident’s mutual exchange application. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. Repairs to the plumbing in the property. The resident’s requests for new storage heaters. Window repairs. The associated complaint.
The complaint is about: The landlord’s response to the resident’s report of a faulty fridge-freezer. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: the resident’s concern that the age of his neighbours is a breach of their tenancy agreement; the resident’s associated complaint.
The complaint is about: The accuracy of the landlord’s advertisement for the property. The landlord’s response to the resident’s request to be rehoused. The landlord’s handling of the associated complaint.
REPORT COMPLAINT 202207360 Flagship Housing Group Limited 6 November 2023 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 landlord’s: Response to the resident’s claim for a personal injury. Response to the resident’s request to replace bathroom fixtures to match. Communications regarding cyclical bathroom improvements. Response to the resident’s request to remove a disused fireplace, skirting boards and floor beading which contained asbestos. Response …
The complaint is about the landlord’s response to: the resident’s reports of water ingress from the balcony and within the property. the resident’s reports of antisocial behaviour (ASB), particularly noise transference. the resident’s complaint and request for compensation due to stress, inconvenience, and service failure. This investigation and report also …
The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance and anti-social behaviour (ASB) against her neighbour and the neighbour’s counter allegations made against her. The resident’s request for permanent rehousing. Complaint handling.
The complaint is about the landlord’s response to the resident’s: Concerns about communal cleaning, repairs, and garden maintenance. Associated complaint.
The resident’s complaint is about: The landlord’s handling of external maintenance and major works. The landlord’s response to the resident’s request for financial statements in relation to the works. The landlord’s complaint handling. The Ombudsman will consider the landlord’s record keeping.
The complaint is about: the landlord’s handling of the resident’s reports about noise nuisance, anti-social and threatening behaviour from their neighbour. this investigation has also considered the landlord’s record keeping in this complaint.
The complaint is about; The landlord’s handling of an emergency property transfer and the resident’s access to temporary accommodation due to a serious incident of gang-related violence. The landlord’s complaint handling approaches and the level of redress offered to the resident.
The complaint is about the landlord’s: Response to the Covid pandemic. Presence of staff onsite during the pandemic. Handling of the resident’s transfer application. Handling of the video taken of the resident. Handling of the complaint.
REPORT COMPLAINT 2022015799 Southern Housing Group Limited 30 June 2023 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 landlord’s: response to the resident’s: Subject Access Request (SAR); concerns about her service charge; concerns about its communications with her GP; response to the resident’s reports about various repair issues in her kitchen, including the: units extractor fan; paint; window; complaints handling.
The complaint concerns the landlord’s handling of: The resident’s reports of damp and mould in her previous property. The resident’s reports about the felling of a tree and the subsequent damage caused to the property. The resident’s concerns about the electrics at the property. The resident’s reports of issues with …
The complaint is about: The landlord's handling of the resident's decant. The landlord's handling of the resident's request to access her belongings in storage.
The complaint concerns: The landlord’s handling of the resident’s report of damp and mould in her bathroom. Complaint Handling.
The complaint is about: A dispute over the responsibility for repairs to resolve water ingress at the resident’s property. How the landlord managed the resident’s associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour and harassment. The landlord’s handling of the resident’s concerns about the CCTV cameras attached to the block. The landlord’s complaints handling.
| 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 |