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: A mutual exchange. Repairs to the property and a pest infestation. The resident’s request for a management transfer to another property. The resident’s reports of anti-social behaviour. The resident’s complaint.
The complaint is about the landlord’s response to the resident’s: Report of damp and mould in the property on becoming the tenant. Concerns regarding an electrical inspection. Request for a copy of the tenancy agreement for the property. The Ombudsman has also considered the landlord’s complaint handling as part of …
REPORT COMPLAINT 202106834 Clarion Housing Association Limited 29 June 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 complaint is about the landlord’s handling of: The resident’s concerns about the fire remediation works, including how long the works took to complete. The resident’s request for an EWS1 form. The resident’s concerns about the level of service charges. The landlord’s complaints handling.
The complaint is about: The landlord’s handling of repairs to a fence. The landlord’s response to the resident’s concerns about staff. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: the resident’s report of a sewage leak into her home and her concern that it did not adequately investigate the cause. the resident’s report of items disposed of after the leak. the installation of extra radiators in the resident’s home. the resident’s …
The complaint is about the landlord’s handling of: Repairs to the resident’s kitchen. Repairs to the resident’s fencing. The associated complaint.
The complaint is about the landlord’s response to: Reports of damp and mould. Vibrations the resident reported. Handling of the complaint.
The complaint is about the landlord’s response to the: Reports of noise disturbance and anti-social behaviour (ASB) at the resident’s previous property. Request for assistance towards removal costs. Request for repairs to the front door at the current property. Reports of damp and mould in the current property. Related complaint.
The complaint is about the freeholder’s handling of: repairs to the patio doors. reported heating issues in the property.
REPORT COMPLAINT 202121759 Guinness Housing Association Limited 28 June 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 […]
The complaint is about the landlords: Handling of the residents reports of defects at his property. Handling of the residents reports of the lack of communal maintenance at his property. Communication and complaint handling.
The complaint is about the landlord’s handling of: Repairs, in particular: Replacement windows. A blocked toilet. A boiler repair. A fire alarm repair. A communal door repair. The resident’s request for replacement flooring after a leak. A boundary fence repair. Paintwork on the exterior of the building. The resident’s reports …
The complaint is about: The landlord’s handling of repairs to the roof of the building. The landlord’s response to the resident’s reports about the standard of workmanship provided by the landlord. The landlord’s complaint handling. The landlord’s handling of repairs to the roof of the building in 2009. The level …
The landlord’s response to the resident’s complaint about the consent that was granted for works affecting the communal area of her building.
The complaint is about the landlord’s: Response to the resident’s claim that the property did not meet her disability needs when let to her. Handling of the resident’s request for adaptation works and repairs . Complaints handling.
This complaint is about: The condition of the property and the standard of checks undertaken by the landlord at the time of the resident’s mutual exchange. The landlord’s response to the resident’s repair requests, including the electrics, window restrictors, a leak in the kitchen, and a broken back door lock. …
The complaint is about the landlord’s handling of: Damp and mould in the property. Reports of antisocial behaviour. The associated complaint.
The complaint is about the landlord’s handling of: Responsibility for the maintenance of a drain. Moving of a boundary fence. The associated complaint.
The complaint is about the landlord’s: Handling of the resident’s request to transfer. Complaints handling.
The complaint is about the landlord’s handling of: reports of increased energy bills and insufficient hot water availability, since the landlord completed an electrical rewire and modernisation works at the resident’s property. the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in her property. Request for additional rehousing priority due to overcrowding and for medical reasons.
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of the resident’s reports of repairs required to the roof and bathroom.
The resident’s complaint was about: The landlord’s response to the resident’s request for a “EWS1” and her concerns about fire safety. The landlord’s level of communication. The landlord’s response to the resident’s request to buy back the property. The Ombudsman has investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of reports that the resident had been injured due to the condition of the kitchen worktop; Handling of the resident’s request to have his carpet cleaned or replaced after paint or sealant was spilt on it; Handling of the replacement of the kitchen …
The complaint is about the landlord’s: Role in the decision to serve the resident with a Community Protection Warning Notice. Response to the resident’s concerns about her neighbour’s closed-circuit television (CCTV). Response to the resident’s request to be reimbursed for altering her CCTV. Decision not to investigate the resident’s complaint.
The complaint is about the landlord’s response to the resident’s concerns and requests for information regarding fire safety in the building in which he owns a property. The Ombudsman has also considered the landlord’s complaint handling and record keeping as part of the assessment.
The complaint is about the landlord’s handling of: Noise from a water pump. The associated complaint.
This complaint is about the landlord’s handling of: reports of subsidence at the leaseholder’s property, and; the associated complaint handling.
The complaint is about the landlord's handling of: Reported fragments and dust particles in the property . Repairs to the extractor fan. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Concerns about the condition of the property when she moved in and the landlord’s response to reported repairs. damaged cooker. associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of noise disturbance. The subsequent complaint.
The complaint is about the landlord’s response to the resident’s concerns regarding: The condition of the property when it was let to her. The offer of a temporary decant while works were being carried out. The personal items that were damaged while the work was taking place. The related complaint.
The complaint is about: The level of compensation offered by the landlord following the resident’s reports of damp in his bathroom and ongoing leak issues. The landlord’s handling of the related complaint. The resident’s concerns about the level of service charges for major works and the quality of this work. …
The complaint is about the landlord’s response to the resident’s reports about: Issues with his boiler and flooding Service charges The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s: Handling of repairs to the communal front entrance door lock. Complaint handling.
The complaint is about: the landlord’s handling of the resident as a perpetrator of antisocial behaviour (ASB); an alleged data breach, and; the landlord’s complaint handling.
The complaint is about: the landlord’s decision to dispose of the resident’s personal belongings; the level of compensation offered by the landlord’s insurers.
The complaint concerns how the landlord responded to the resident’s reports of: Leaks into the wet room of his property. Damp and mould in the property’s wet room and hallway.
The complaint is about the landlord’s response to the resident's reports of: Damp and mould in the property. A rodent infestation in the communal areas. Repeated boiler repairs. This report will also look at the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s requests for a renewal of her kitchen. This investigation has also considered the landlord’s handling of the associated complaint.
REPORT COMPLAINT 202122162 West Kent Housing Association 23 June 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 […]
The complaint is about the landlord’s handling of: The resident’s report of antisocial behaviour (ASB). The allocation of Flat 278. The resident’s associated complaint.
The landlord’s response to reports of damp and mould within the resident’s property. The landlord’s response to the resident’s request to be rehoused on medical grounds. The Ombudsman has also looked at the handling of the associated complaint.
The resident has complained about: the landlord’s handling of her request for repairs to: a leak from bathroom, in particular from her toilet and shower into the living room. windows in her property. remedy garden drainage issues causing rainwater to enter the property and the shed. her toilet. The landlord’s …
This complaint is about: The resident’s transfer request and the Council’s assessment of the resident’s housing need and banding. The resident’s request for a designated disabled parking bay. The landlord’s response to the resident’s reports of ASB and noise disturbance by his neighbours. The landlord’s handling of allegations of ASB …
This complaint is about the landlord’s: Response to the resident’s concerns about issues predating his tenancy. Handling of various repairs between mid-February and late November 2021. Handling of related decants. Complaint handling.
The complaint is about: The landlord’s response to the resident’s concerns about its handling of a roof renewal and the conduct of its operatives. Complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about communal landscaping. In particular: The size of the designated “dog area”. Fencing which is restricting access to some areas. The use of “shingle” when replacing an area of grass. This Service has also considered the landlord’s associated complaint …
The complaint is about the landlord’s: Handling of the resident’s subject access request and freedom of information request. Response to the resident’s concerns about the solar panels at his property. Response to the resident’s reports of his storage heaters not heating his home. Response to the resident’s request for the …
| 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 |