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 antisocial behaviour (ASB) from a neighbour. The landlord’s handling of the installation of a trellis on the resident’s fence. The landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of uneven flooring at the property. The landlord’s handling of adaptations to the resident’s front door. The landlord’s handling of repairs to a blocked drain in the wet room at the property and to the boiler. The landlord’s complaints …
The complaint is about the landlord’s handling of: The resident’s reports of the poor condition of her bathroom. The associated complaint handling.
The complaint is about the landlord’s response to the resident’s reports about repairs.
The complaint is about the landlord’s handling of: A request from the resident. The formal complaint.
The complaint is about the landlord's: Handling of the resident’s request for a new kitchen. Response to the resident’s concerns about asbestos.
This complaint is about the landlord’s handling of
REPORT COMPLAINT 202017036 Thames Valley Housing Association Limited 14 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. […]
The complaint concerns the landlord’s: response to the resident’s reports of neighbours incorrectly storing their bins. response to reports of wider anti-social behaviour in the estate. handling of repairs to the guttering.
This complaint is about the landlord’s handling of: the resident’s reports of water ingress to his living room; the related complaint.
The complaint is regarding the resident’s: Request to be rehoused. Reports of noise nuisance and anti-social behaviour (ASB). This investigation has also considered: The landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s reports about: Painting works to the exterior of the property. A roof leak. Garden works. The height of his kitchen unit.
The complaint is about: The landlord’s handling of issues with the drainage system at the resident’s property. The landlord’s complaints handling.
This complaint is about the landlord’s: Response to a rat infestation at the property; Response to the resident’s related request to cover the property’s garden with flagstones; complaint handling.
The complaint is about the landlord’s response to the resident’s: reports of a boiler leak; request for a combination (combi) boiler.
The complaint is about: The landlord’s administration of the resident’s rent account including arrears The landlord’s decision to offset his compensation against his rent account
The complaint is about: the amount of compensation offered by the landlord in relation to repair works following the resident’s reports of a leak; delays to the landlord reinstating the resident’s lighting following the repair works.
The resident’s complaint is about the landlord’s handling of: Various repairs to the communal areas, in particular to the lobby door, windows and the lift. Delays responding and its level of care and service.
The complaint is about: the landlord’s handling of the resident’s reports of repairs required to the bathroom, including its decision not to replace the bathroom following the Right to Buy (RTB) application. the landlord’s handling of the formal complaint.
The complaint is about the landlord’s handling of:
The complaint is about the landlord's handling of: The resident’s reports of noise nuisance. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s report of pest infestation in her property. The landlord’s handling of proofing works to her property. The landlord’s complaint handling.
The complaint concerns: The landlord’s handling of a leak into the property from upstairs. The landlord’s handling of the related complaint.
The complaint is about: The landlord’s handling of repairs to the resident’s property. The landlord’s handling of the resident’s reports of inadequate heating and insulation at the property. The landlord’s handling of the resident’s report of damp at the property. The landlord’s handling of the resident’s concerns about fire safety. …
The resident has complained about: The landlord’s handling of repairs to her property, in particular repairs to the intercom / buzzer, a leak through the skylight window, a faulty shower, and the heating system. The landlord’s Covid-19 ‘No Visitor’ policy which prevented access to her support bubble. The conduct of …
The complaint is about the landlord’s handling of the resident’s reports of flooding in the property.
The complaint concerns: How the landlord responded to the resident’s reports of noise nuisance and antisocial behaviour (ASB). The associated formal complaint into these matters.
The complaint is about the landlord’s response to: A rat infestation at the resident’s property and her request for compensation. The replacement of loft insulation affected by rat droppings and urine. The replacement of a drain due to age. Repairs to holes in the roof. Repairs to paving leading from …
The complaint is about: The landlord’s handling of the resident’s reports of defects within the property. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance and aggressive behaviour by his neighbour’s dog. The associated complaint handling.
The complaint is about the landlord’s response to the resident’s: reports of a roof leak; request for a replacement door. The Ombudsman has also identified the landlord’s complaints handling as an area for investigation.
The complaint is about: The landlord's handling of the resident's reports of antisocial behaviour (ASB) in a multi-use games area. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of: Mould. Window repairs. A crack in the ceiling.
The complaint is about the landlord’s response to the resident’s: Reports of antisocial behaviour. Request to install a security gate. Formal complaint about these matters.
This complaint is about the landlord’s handling of: the resident’s request for an EWS1 form; the related complaint.
The complaint is about the landlord’s: Handling of repairs to the resident’s shower. Complaint handling.
The complaint is about - The landlord's response to the res ident’s report of a leak . The landlord's response to the resident’s reports of damp and mould in her property. The landlord's response to the resident’s request for dehumidifiers. The landlord's handling of its provision of loft re-insultation. The …
REPORT COMPLAINT 202100167 Wandle Housing Association Limited 23 June 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 […]
This complaint is about: The landlord’s response to the resident’s concerns about the condition of the garden; The landlord’s response to resident’s reports of a leaking bath; The landlord’s response to resident’s reports of various repairs to the building’s communal areas; The landlord’s response to resident’s concerns about external appliances …
The complaint is about: The landlord’s response to a leak into the communal toilet that was believed to have come from the resident’s property. The landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s request to remain in his grandmother’s property following the termination of the tenancy. The landlord’s handling of the resident’s enquiry about purchasing the property via the Right to Buy (RTB) scheme. The landlord’s complaints handling.
The complaint is about the landlord’s handling of: A neighbour dispute. Works at the property following an occupational therapy recommendation. Management of the scheme since it changed from sheltered accommodation to general needs accommodation. The Ombudsman has also assessed the landlord’s complaint handling.
This complaint is about the landlord’s handling of: the resident’s reports of illegal parking on his estate; the related complaint.
The complaint is about: The landlord’s handling of repairs to the resident’s property following a leak from the property above. The landlord’s complaints handling.
The complaint is about the landlord’s response to: the resident’s reports of ASB from February 2020 to April 2021. the resident’s reports of antisocial behaviour (ASB) between October 2017 and February 2020. the resident’s wish to be compensated for a loss of earnings and stress caused by the ASB. The …
The complaint is about the landlord’s: Response to concerns raised about the condition of the property at mutual exchange. Handling of repairs raised by the resident on moving into the property, her request for a decant and the level of compensation offered.
The complaint is about: The landlord’s response to the resident’s reports of repairs to the heating system from January 2021. The landlord’s response to the resident’s reports of repairs to the heating system from 2017. The landlord’s complaint handling.
The complaint is about the landlord’s: Handling of flooring repairs to the property. Response to the resident’s request for a new kitchen and bathroom. Complaint handling.
The complaint is about the landlord’s response to the resident’s concerns regarding: repainting her bin cupboard storage door; its programme of planned works, including repainting her property; its call handler’s behaviour.
The complaint is about the landlord’s response to the resident’s reports about: Communal lighting. An intercom system.
| 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 |