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: The residents’ historic concerns about various issues including: The landlord’s handling of anti-social behaviour (ASB) and criminal damage to the property. The landlord’s handling of subsequent repairs to the property’s windows. The landlord’s notice of tenancy action against the residents. the conduct of the landlord’s previous …
The complaint is about: The landlord’s decision not to install double glazed windows at the property. The associated complaints handing.
The complaint is about the landlord’s handling of Reports of damage, noise and repairs following the neighbour’s loft extension work. Allegations of anti-social behaviour (ASB) made about the resident. Staff related complaints including an incident when the resident was asked to remove her T-shirt in a public reception.
REPORT COMPLAINT 202108318 Wealden District Council 10 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 is […]
The complaint is about: The landlord’s response to the resident’s reports that bamboo was encroaching their garden from a neighbouring property. The related handling of the complaint.
The complaint is about the landlord’s handling of: The resident’s personal information A leak into the resident’s kitchen and his request for compensation for the damage caused The associated formal complaint.
The complaint is about: The landlord’s response to a roof leak at the resident’s property, including its handling of the repairs and request for compensation. The landlord’s response to the resident’s request for reimbursement for a private plumbing bill from 2019. The action taken by the landlord to recover rent …
The complaint is about: The landlord’s response to the resident’s concerns about the length of time he was without heating and hot water at the start of his tenancy and the level of compensation offered. The landlord’s handling of the associated complaint and its record keeping.
The complaint is about: The landlord’s response to the resident’s concerns about the relocation of the gas meter. The landlord’s response to the resident’s reports about the conduct of a member of the landlord’s staff. The landlord’s complaint handling.
The complaint is about the landlord’s: Installation of gas central heating at the resident’s property. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of a leak into her property and the subsequent repairs. Response to the resident's request for compensation for items damaged and the resident’s request to be relocated. Handling of the associated complaint.
The complaint is about the landlord’s handling of: the resident’s reports of bed bugs in his flat. the alleged antisocial behaviour by the resident.
The complaint is about the landlord’s response to the resident’s concerns regarding: its decision to implement contact restrictions; its request for service charge arrears; taking into account her disability when providing services. The Ombudsman has also considered the landlord’s complaints handling, specifically its decision to provide a single response to …
This complaint is about: The residents’ allegation their share in the property was mis-sold; The landlord’s response to the residents’ reports that build quality issues caused ongoing damp and mould at the property; The landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of outstanding repairs remaining after its contractor’s works at her property. The landlord’s complaint handling.
The complaint is about: The landlord’s handling of repairs to the resident’s former property, including a decant. The landlord’s handling of repairs to the property the resident was transferred to. The landlord’s handling of repairs to the property the resident was transferred to that were reported after completion of the …
This complaint is about the properties offered by the landlord via its management transfer process. The related complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s response to the resident’s request for reimbursement of costs related to his garden, travel, rent and council tax. The landlord’s handling of the associated complaint.
REPORT COMPLAINT 202108843 London & Quadrant Housing Trust 30 May 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 is about the landlord’s: Handling of the resident’s gas safety concerns. Complaint handling.
The complaint is about: The landlord’s handling of allegations of antisocial behaviour (ASB) made against the resident. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Handling of the resident’s concerns about other residents smoking outside the communal entrance. Handling of the resident’s concerns about communal parking. Complaint handling.
The resident’s complaint is about the landlord’s handling of issues of water ingress to the property. The landlord’s complaint handling has also been considered.
The complaint concerns the landlord’s: Handling of the residents’ reports of antisocial behaviour from their neighbour. Handling of the residents’ request for a management move. Related complaint handling.
This complaint is about the landlord’s handling of: the resident’s request for her internal doors to be adapted; the resident’s report of an unsafe driveway; the resident’s reports of internal repairs needed to the property; the related complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s wet-room. The resident’s request for the wet-room to be changed to a standard bathroom. The associated complaint.
The complaint is about the landlord’s: Response to the resident’s fire safety enquiries. Complaints handling.
The complaint is about: The landlord’s handling of repairs to the resident’s shower following a leak. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of repairs to the residents’ window. The landlord’s complaint handling.
The complaint is about how the landlord handled: Repairs to the valve in the living room radiator. Repositioning the isolation valve for the resident’s heating system. The resident’s concerns relating to cracks in the property’s ceilings. The resident’s concerns relating to the condition of the electrics in the property.
The complaint is about the landlord’s response to the resident’s: Reports of repairs to the communal parts of the block. Reports of repairs to the property. Reports of antisocial behaviour (ASB). Request for an allocated parking space.
This complaint is about the landlord’s handling of the resident’s reports of: Anti-social behaviour (ASB) by his neighbours. Repairs to the TV aerial and paving slabs. The related handling of the complaint.
The complaint is about the amount the landlord’s response to the resident’s reports of a leak entering his property, and the subsequent amount of compensation offered. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about: The landlord’s response to the resident’s reports of a leak in the storage cupboard at her property and the handling of the repairs. The landlord’s complaint handling.
The leaseholder complains about the landlord’s handling of their reports of the following defects at the property: Front door seal. Gas meter box. Insulation/sound proofing. Internal doors and doorframes. The leaseholder complains about the landlord's overall handling of the formal complaint. The leaseholder also complains about the handling of other …
The complaint is about the landlord’s response to: The resident’s reports of repairs (windows, damp and mould) while residing in temporary accommodation. The resident’s reports about the repairs at the start of the tenancy. The resident’s reports about flooding of the back garden and pathway. The resident’s reports about cracks …
The complaint is about the landlord’s response to: The resident’s request for reimbursement of costs for repair works he had undertaken. The resident’s queries about its repairs processes, specifically during periods of lockdown as a result of Covid-19. Repairs to the resident’s bathroom in 2019. The associated complaint.
This complaint is about the landlord’s handling of: an increase in the resident’s service charges; the related complaint.
The complaint is about: The landlord’s response to the resident’s concerns over smells and fumes entering her property. The landlord’s response to the resident’s concerns over security related to a key safe at the property. The landlord’s response to the resident’s request for the landlord to remove decking from her …
This complaint is about the landlord’s handling of the resident’s report of noise disturbance the resident’s request for sound proofing the related complaint.
The complaint is about the landlord’s responses to the resident’s: request for evidence of its findings following its investigation into a leak. queries about the building insurance.
The complaint is about the landlord’s delay in providing the resident with a move-in date to the property and its communication around this. The complaint is also about the associated handling of the complaint.
This complaint is about the landlord’s handling of: the residents’ reports of an electrical fault in the property; the residents’ reports of mould growth in the bathroom; its decision to place the residents on a register for potentially aggressive customers; the residents’ concerns about estate service charges.
The complaint is about the landlord’s handling of: Guttering repairs for the resident’s building. Communal grounds maintenance. Restrictions placed on the resident’s contact with the landlord. The resident’s concerns about the level of the service charge.
The complaint concerns how the landlord handled: Repairs to the property’s wetroom. The resident’s reports of damage to fencing. The resident’s request to transfer to another property.
The complaint concerns the landlord’s handling of: Damage caused by leaks from the upstairs flat and a decant. Reports of damage caused by operatives to flooring whilst relocating an electrical socket. Reports of staff not wearing face masks. The related complaint.
The resident’s complaint is about the landlord’s handling of repairs following issues of water ingress and problems with the front door. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s handling of: Work to the resident’s heating system. The resident’s concerns about staff conduct.
The complaint is about the landlord’s handling of: Bathroom repair works. The resident’s request for compensation for the bathroom improvements. The associated complaint.
REPORT COMPLAINT 202119068 The Guinness Partnership Limited 11 May 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 […]
| 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 |