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 concerns about staff conduct; Response to the resident’s reports of antisocial behaviour (ASB) from her neighbour; This report also considers: The landlord’s handling of the resident’s request to install closed circuit television (CCTV); The landlord’s complaint handling.
The complaint is about the landlord’s: Handling of fire safety works. Response to the resident’s concerns about the condition of communal areas of the building. Response to the resident’s concerns about reports of problems with the back door at the property. Response to the resident’s queries concerning installing CCTV cameras …
The complaint is regarding the landlord’s response to the resident’s concerns about a contractor’s misuse of communal parking facilities and damage caused. This Service has also made a separate finding regarding the landlord’s handling of the resident’s complaint.
The complaint concerns: The cost of the communal district heating renewal to leaseholders. The landlord’s response to concerns raised regarding the communal district heating renewal. The related complaint.
The resident has complained about the landlord’s: Handling of noise nuisance from a flat on the floor above. Communication with the resident in relation to the issue. Handling of the associated formal complaint.
This complaint is about: The resident’s request to be rehoused; The landlord’s response to the resident’s disrepair concerns, including: a roof leak, damp and mould; The landlord’s complaint handling; The landlord’s record keeping.
This complaint is about: The landlord’s handling of repair work to the communal front door. The landlord’s handling of repair work to the resident’s letterbox.
The landlord’s handling of reports of: Defective heating in the property. Damp and mould in the property. Repairs needed to the property. A rodent problem in the property. The related complaint.
This complaint is about the landlord’s: Response to the resident’s reports of leaks, damp and mould; Response to the resident’s request for a replacement kitchen and bathroom; Response to various other repairs, including a defective gulley; Complaint handling; Record keeping.
The complaint is about: The landlord’s handling of repairs to the resident’s toilet. The landlord’s response to the resident’s reports of poor conduct from its staff and contractors. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of a pest infestation in her former property. The associated complaint.
The complaint is about the landlord’s: Offer of reimbursement (amount) to the resident for the service charge of the communal light and power. Response to the resident’s request that the landlord reimburse her for the communal electricity charges she had incurred since 2006.
The complaint is about: The landlord’s response to the resident’s concerns regarding the standard of caretaking. The landlord’s response to the resident’s report of a missed repair appointment and concerns raised about lighting repair works. The landlord’s handling of the resident’s complaint about the conduct of a call handler.
The complaint is about: The landlord’s response to the resident’s reports of her wet room being defective. The landlord’s handling of the associated complaint. The landlord’s response to the resident’s report of damp and mould.
The complaint is about: The landlord’s response to concerns about the suitability of the resident’s former property. The landlord’s refusal to grant the resident access to view CCTV footage. The landlord’s assertion that the resident was in rent arrears. The resident’s concerns that the landlord told other parties he had …
REPORT COMPLAINT 202110505 Arun District Council 26 January 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 is […]
The complaint is about: The landlord’s response to the resident’s request to be reimbursed for food that was spoilt due to electrical faults in the property. The delays in the landlord onboarding the energy hub at the property, and providing the information needed to the energy company.
The complaint is about the landlord’s handling of: The resident’s enquiries about service charges for communal electricity. The resident’s complaint.
The complaint is about the landlord’s: response to the resident’s reports about a communal wall; complaints handling.
The complaint is about: The landlord’s response to the resident’s concerns about the condition of the property at the start of her tenancy. The landlord’s response to the resident’s reports of damp and mould throughout the property and its handling of repairs. The landlord’s response to the resident’s request for …
The complaint is about the landlord’s: Handling of repairs to the ventilation system in the resident’s bathroom. Response to the resident’s request to be reimbursed for renovation works to her bathroom that she completed independently. Response to the resident’s concerns about the conduct of a staff member.
The complaint is about the landlord’s: Response to the resident’s concerns that the property was unhabitable. Handling of repairs that the resident reported on the start date of his tenancy. Complaint handling. Record keeping.
The complaint is about the landlord's handling of: The resident’s request for the kitchen to be adapted to allow for the installation of a dishwasher. The resident’s reports of cracks behind the boiler.
The complaint is about: The landlord’s response to the resident’s concerns about the hedge at the rear of her property. The landlord’s response to the resident’s report of staff conduct. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of flooding at his property and the associated damage. Complaint handling.
The complaint is about the landlord’s handling of: the resident’s request to be rehoused. the resident’s complaint.
The complaint is about the landlord’s: Response to concerns raised by the resident about repairs to the bathroom in 2018. Complaint handling.
The complaint is about the landlord’s: handling of the kitchen replacement. handling of repairs to the toilet flush. response to the resident’s concerns about contaminated drinking water. communication, complaint handling and offer of compensation.
The complaint is about the landlord’s response to the resident’s reports regarding her: toilet (including the quality of repair works, record keeping, communication, and level of compensation); windows.
The complaint is about: the landlord’s handling of the resident’s request for large print communications from its contractors; the landlord’s handling of the complaint.
The complaint is about: How the landlord handled the resident’s management transfer, specifically the reciprocal transfer through the local authority. The handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in her property. The associated complaint.
The complaint concerns how the landlord handled: The resident’s reports of fly tipping and rubbish being dumped at the rear of the building. The resident’s request to have CCTV installed. Repairs to the lock of the rear gate.
The complaint is about the landlord’s handling of: Toilet repairs and the bathroom adaptation. The resident’s reports of issues with the repair contractor’s conduct. The associated complaint. A reported data breach due to the resident’s personal information being shared with the local authority.
The complaint concerns the landlord’s response to: ASB reports and the request for hotel costs. Concerns regarding the level of support provided. Reports of damage to the bedroom and kitchen ceilings due to a leak. The related complaint.
REPORT COMPLAINT 202004589 Ealing Council 11 January 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 is set […]
The complaint is about the landlord’s response to the resident’s reports about: the immersion heater and loss of hot water. mice issues in the property. a kitchen upgrade.
The complaint is about the landlord’s: Decision to recharge the resident for a door replacement. Handling of the resident’s complaint.
The complaint is about the landlord’s handling of: Repairs to the guttering at the property; and The complaint.
The complaint is regarding how the landlord handled the resident’s reports of a leak into his property. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: the resident's reports of repairs to the kitchen and windows in her property; the resident’s reports of antisocial behaviour (ASB), and; the resident’s formal complaint.
The complaint is about the landlord’s: response to the resident’s reports about her neighbour and their dog’s behaviour; complaints handling.
The complaint concerns: The landlord’s response to concerns from the resident about the cause of fire in the property. The landlord’s handling of repairs following the fire. The level of support and financial assistance from the landlord. The landlord’s complaints handling. The landlord’s decision that it was not liable for …
The complaint is about the landlord’s handling of: The resident’s request for service charge information. The resident’s reports that they had been overcharged. The resident’s concerns about whether the lease allows the landlord to charge an administration fee.
The complaint is about: The landlord’s handling of damage caused by a leak from the property above; The landlord’s handling of repairs needed to windows; and The landlord’s handling of the formal complaint.
This complaint is about the resident’s reports of the landlord’s handling of: Replacement of the shed roof. The resident’s roof and chimney repair. The resident’s concerns regarding the conduct of an operative.
The complaint is about: The landlord’s response to the resident’s reports of leaks into the property. The landlord’s response to the resident’s reports of a neighbouring property being sub-let.
The resident complains about: the landlord’s handling of the removal of her car; the landlord’s handling of her subsequent formal complaint, and; the landlord’s handling of her formal complaint about harassment and discrimination.
The complaint is about the landlord’s: Handling of the resident’s antisocial behaviour (ASB) case. Response to reports that the fence had been removed.
The complaint is about the landlord’s response to the residents’ reports of: asbestos in the property. the air quality and lack of sufficient ventilation. priority for transfer based on overcrowding and an undersized bedroom.
| 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 |