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 handling of the resident’s: Reports of water ingress which caused damp and mould and damage to the bedroom carpet. Reports of subsidence affecting the kitchen floor. Reports of a rodent infestation. Request to be moved to another property. Reports of antisocial behaviour (ASB). This …
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 of anti-social behaviour (ASB). Request for rehousing. Associated formal complaint.
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: breach of a disrepair settlement agreement. handling of temporary accommodation for the resident. The Ombudsman has also taken the decision to investigate the landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s management of the resident’s ASB reports. The landlord’s handling of a report that one of its employees assaulted the resident. The landlord’s management of the resident’s complaint.
The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB). the resident’s complaint.
The complaint is about the landlord’s handling of: Void checks and the resident’s reports of heating repairs following the start of the tenancy. The associated complaint. The Ombudsman has also considered the landlord’s record keeping.
The complaint concerns the landlord’s response to the resident’s reports of: His neighbour’s cannabis use. Antisocial behaviour (ASB) from his neighbour including the use of a tumble dryer in the communal area.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. Repairs in the property. The resident’s complaints.
The complaint is about the landlord’s handling of: Plastering repairs. Reports of damp. Reports about the boiler, radiator and shower repairs. The associated formal complaints.
REPORT COMPLAINT 202319943 Sovereign Network Homes 29 August 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. […]
The complaint is about the landlord’s handling of: the resident’s reports of noise and noise transference. the resident’s complaint.
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: Response to reports of antisocial behaviour (ASB) and noise nuisance by the residents’ neighbour. Handling of reports about the condition of the residents’ garden. Handling of the residents’ reports of a rodent infestation. Response to concerns about the conduct of a member of its …
The complaint is about: The landlord’s handling of a leak and associated damp and mould report. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord's handling of the resident's repair reports The landlord's complaint handling.
The complaint is about: The landlord’s response to the resident's reports of damp and mould. The landlord’s handling of requested improvements. The landlord’s handling of the resident’s complaint. This Service has also considered the landlord’s knowledge and information management.
The complaint is about: The landlord’s response to: The resident's reports about heating and hot water. The resident's reports about a patio door and windows. The landlord's complaint handling
The complaint is about: the landlord’s handling of damp and mould at the property. the level of compensation it offered to the resident in its response to her 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.
The complaint is about the landlord's handling of: Repairs to the heating and hot water system. Reports of pests in the property. Reports of antisocial behaviour (ASB). Reports of damp and mould. The maintenance of communal areas.
The landlord's handling of the resident's: Request to assign her tenancy. Associated complaint.
This complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Reports of pests. Concerns about the property’s water tank. Concerns about the property’s windows. Vulnerabilities, health, and welfare concerns. The Ombudsman also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s report of a defective hot tap in the bathroom and the amount of compensation it offered after repairing the tap. The landlord’s handling of the associated complaints.
The complaint is about: The landlord’s handling of various repairs caused by a leak. The associated complaint handling.
The complaint is regarding the lift at the resident’s property being out of service and the landlord’s response to his related concerns. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: The resident’s concerns about the landlord’s housing points allocation for rehousing. The resident’s reports of antisocial behaviour (ASB) and harassment on his estate. The resident’s reports of noise nuisance from his neighbour. The resident’s reports of a leak and issues with heating …
The complaint is about the landlord’s response to the resident’s concerns about the: Level of service charges for the inspection of the communal emergency installations; Testing of the emergency lighting; This report will also assess the landlord’s complaint handling.
The complaint is about: The landlord's handling of the resident's reports about damp and mould. The landlord's handling of the repair to the resident's shower. The landlord's response to the resident's reports about the conduct of a member of its staff. The landlord's complaint handling and the amount of compensation …
The complaint is about the landlord’s handling of the resident’s concerns about the accessibility of an exit barrier to his estate. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of persistent leaks into the resident’s flat from the roof and upper balcony area. This Service has also investigated the landlord’s handling of the resident’s complaints.
The complaint is about the landlord’s handling of: Heating repairs. Bedroom window repairs. The resident’s formal complaint.
The complaint is about: The landlord’s handling of the resident’s reports of no heating and hot water. The landlord’s handling of the associated complaints.
This complaint is about the landlord’s handling of: Outstanding repairs, including damp and mould in the property. Reports of no heating and hot water in the property. The associated complaint.
The resident’s complaint is about the landlord’s decision not to install solar panels at the property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A bathroom leak resolved in January 2022. A request to replace the bathroom floor.
The complaint is about the landlord’s response to the resident’s: Reports of noise disturbances. Reports of unauthorised alterations to the property below hers. Request for a new shower head. Reports of a blocked sink. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s: Reports of noise from a communal gate. Reports of disturbance caused by a balcony blind in a neighbouring property. Reports of antisocial behaviour (ASB). Concerns about staffing and support. This report also looks at the landlord’s: Complaint handling. Knowledge and …
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.
REPORT COMPLAINT 202342331 Royal Borough of Kensington and Chelsea 22 August 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 landlord’s handling of: The resident’s request for compensation. The resident’s request to move.
The complaint is about the landlord’s handling of: The resident’s reports of leaks and associated damp and mould affecting her property. The resident’s reports of an inefficient heating system. The Ombudsman has decided to consider the landlord’s complaint handling.
The complaint is about: The level of the service charge and the quality of the communal services paid for through the service charge. The landlord’s handling of reports of leaks causing a lack of heating and hot water and the associated repairs. The landlord’s handling of the related 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 window defects. Response to the resident’s reports of noise from building works. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in her property. Repairs to a garage door. The resident’s reports about outstanding repairs to windows and doors. The resident’s reports about outstanding repairs to the hallway.
| 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 |