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 the resident’s requests for a breakdown of the service charge spend for the financial year 2018/19. The proportion of the service charges paid by the resident and the level of the landlord’s management fee. The landlord’s handling of the formal complaint.
This complaint is about the landlord’s handling of the: resident’s reports of the outstanding repairs required to the property resident’s request to be transferred. the related complaint.
This complaint is about: How the landlord handled the resident’s personal data. The landlord’s response to: The resident’s reports of ASB by her neighbours. Allegations of ASB made about the resident by her neighbours. The landlord’s handling of the associated complaint.
This complaint is about the landlord’s handling of: the resident’s anti-social behaviour (ASB) reports; adaptations to the resident’s property; the related complaint.
This complaint is about the landlord’s handling of the resident’s reports of: repairs required to the electrics in the property including the associated removal of asbestos material. clearance of rubbish from the garden the related complaint.
The complaint is about: The landlord’s response to the resident’s reports about its responsibility for repairs and maintenance in the grounds of his estate under the terms of his lease. The landlord’s handling of the resident’s reports of communal repairs to his building. The landlord’s complaint handling.
This complaint is about: Whether the resident was given the opportunity to postpone the works to her bathroom in January 2021. A discrepancy between the Risk Assessment and Method Statement for those works. Rubbish being left in the resident’s property once the works had been completed and the associated clearance …
The resident has complained about: The landlord’s response to reports of ASB and counter allegations. The landlord’s handling of his concerns about staff conduct.
The resident has complained about: The landlord’s response to the complaint about the incorrectly registered gas meters. The landlord’s response to the complaint about the management of the building. The landlord’s response to the questions about the service charges. The landlord’s handling of the formal complaint.
The complaint concerns: The landlord’s response to the resident’s reports of noise nuisance from the neighbour in the upstairs flat. The related complaint handling.
The complaint is about the landlord’s response to the resident’s: reports of rubble in her rear garden; concerns about the landlord’s operatives attending unannounced; reports of a rodent infestation; request to for a property transfer. The complaint is also about the landlord’s complaints handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould within the property. Repairs needed to the communal lifts within the building and the support offered to the resident. The resident’s request for a management transfer.
The complaint is about the landlord’s: Handling of the resident’s concerns regarding the temperature in one of the bedrooms in the property. Complaint handling.
The complaints referred to this Service are about: Rent and service charge increases since the start of the resident’s tenancy and the landlord’s administration of the resident’s rent account. The landlord’s decision to serve a Notice of Seeking Possession (NOSP) on the resident due to rent arrears. The landlord’s handling …
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The resident’s reports of being exposed to Covid-19 by a contractor . Repairs required in the resident’s former property. The associated complaint.
The resident complains about the landlord’s handling of: Repairs to the lino flooring in the shower room. Repairs to the communal main entrance door. Their concerns about the condition of the bin store and communal areas. Reports of a mouse infestation. Reports of anti-social behaviour and associated request for a …
This complaint is about the landlord’s: handling of a rat infestation; response to the resident’s request for garden works; handling of various reported repairs to the property’s plumbing and heating systems; handling of the resident’s concerns around anti-social behaviour (ASB); handling of repairs to the property’s windows and doors; complaint …
The complaint is about the landlord’s handling of: Repairs to the resident’s heating and hot water system and the level of compensation offered. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of damage to her belongings. The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of rubbish removal.
The complaint concerns the landlord’s handling of: A leak into the property and the resident’s request for compensation for the damage this caused. The resident’s reports of anti-social behaviour (ASB). The associated formal complaint.
The complaint is regarding the landlord’s: Response to the resident’s reports of a mouse infestation. Handling of repair reports, including relating to damp and mould in the property and a faulty kitchen light. Handling of the resident’s complaint and its offer of compensation.
The complaint is regarding the landlord’s response to the resident’s: request for a replacement door; reports of heating issues in the property.
The complaint is about: The landlord’s handling of the resident’s reports of damp and repairs required to fencing and windows at the property. The landlord’s handling of the resident’s concerns about the condition of a vacant, neighbouring property. The landlord’s decision to replace a communal lock at the property, including …
The complaint is about: The action taken by the landlord in response to reports of Anti-Social Behaviour (ASB), including the proposed installation of a gate and CCTV. The landlord’s handling of reports of noise, smoke, and odours from neighbouring commercial premises. The landlord’s handling and enforcement of waste management on …
The complaint is about the landlord’s: Response to the resident’s reports of a leak in her bathroom Complaint handling (including the level of compensation it awarded)
REPORT COMPLAINT 202116746 Kingston upon Thames Council 4 August 2022 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 response to: The resident’s concerns about the state of repair and security of communal doors, the resident’s reports of fly tipping and to the resident’s concerns regarding communal cleaning. The resident’s request for information regarding service charges. The resident’s concern about asbestos .
The complaint is about: The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (‘ASB’) and noise reports. The landlord’s complaint handling.
This complaint is about the landlord’s handling of: the resident’s reports of damp to his bedroom and living room; drainage repairs reported by the resident; the resident’s reports of window and door repairs needed to improve his security; the resident’s concerns about high electricity charges.
The complaint is about: The landlord’s handling of the resident’s request for a replacement front door and frame. A welfare check. Information held on file The landlord’s complaint handling.
The complaint is about: The landlord’s handling of repairs at the resident’s property. The landlord's response to the resident’s assertion that his property was illegal and in breach of the Decent Homes Standard, the Building Act 1984, and unsafe in accordance with the Housing Health and Safety Rating System (HHSRS). …
The complaint is about the landlord’s response to: The resident’s report of a leak at her property. The associated complaint.
The complaint is about the landlord’s response to the resident’s reports about: Cleaning services not received. Repairs to the ventilation system. ASB in the communal areas. The complaint handling.
REPORT COMPLAINT 202014809 Newlon Housing Trust 29 July 2022 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 […]
This complaint is about the landlord’s handling of: the resident’s attempt to sell his property; the resident’s fire safety concerns; its buy back of the resident’s property; the related complaint.
The complaint is about:
This complaint is about the landlord’s response to: the resident’s report of human waste coming through the ventilation unit in the bathroom. the related complaint
The complaint is about: The landlord’s handling of the resident’s reports concerning anti-social behaviour.(ASB) The landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports of a repair to the boiler following a leak in February 2021. Handling of the resident’s reports of a repair to the boiler in October 2020. Handling of the resident’s reports of condensation issues in the loft. Complaint handling.
This complaint is about the landlord’s response to the resident’s concerns: regarding the registration of the building as a safe house regarding her reports of anti-social behaviour regarding her request for a property transfer the related complaint
The complaint is about the landlord’s: response to the resident’s queries regarding the level of his rent; request that the resident remove a fence at his property; complaints handling.
The complaint is about the landlord’s response to the resident about: The concerns about fire safety and the removal of fire extinguishers. The completion of a person-centred fire risk assessment. The request for a copy of a fire risk assessment. The deep cleans and the provision of hand sanitiser units …
This complaint is about the landlord’s handling of: the resident’s anti-social behaviour (ASB) reports; a warning letter it sent to the resident; the related complaint.
The complaint is about: The landlord’s handling of the resident’s reports of an overflow pipe leak. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports about a leak. The landlord’s associated complaints handling has also been investigated.
The complaint is about the landlord’s: response to the resident’s enquiry regarding service charge invoices; complaints handling.
The resident’s complaint is about: The landlord’s pursuit of service charges to be paid in accordance with the lease; The landlord’s handling of capital works to the property, including the appointment and management of the contractor; and The landlord’s handling of its communications with the resident.
The resident complains about the landlord's handling of: Their reports of an unsecure satellite dish in 2015, reports of damage to the conservatory roof related to this in 2016, and a subsequent claim for compensation. A leak from the conservatory roof in August 2021, the handling of the complaint about …
The complaint concerns: the conduct of the landlord’s staff in relation to the resident’s request to move to another property. The associated formal complaint into this matter
The complaint is about the landlord’s handling of: Reports of damp and mould in the resident’s property. Repairs to a leak in the resident’s property.
| 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 |