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.
REPORT COMPLAINT 202325734 Lewisham Council 21 August 2024 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 […]
REPORT COMPLAINT 202316059 London & Quadrant Housing Trust (L&Q) 21 August 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The complaint is about the landlord’s handling of: A request to rewire the property. Repairs to a footpath. A request for a wet room. A request to replace storage heaters. The Ombudsman has also decided to investigate the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of repairs to the bath panel. The resident’s reports of repairs to the back door, soffits and facias, damp proof course, shower isolation switch and drains. The resident’s reports of other repairs. Its conduct and communication with the resident. …
The complaint is about the landlord’s handling of: The resident’s reports about support services it provided during her tenancy. The resident’s complaint.
The complaint is about the residents’ reports about the landlord’s handling of; A leak in the bathroom and remedial works (including damp and mould within the cloakroom toilet). The associated recharges. Staff conduct. The Ombudsman has also considered the handling of this complaint.
The complaint is about the landlord’s handling of: The resident’s rehousing application. Repairs to the communal heating system. Reports of antisocial behaviour (ASB). Reports of rodents in the property. The associated complaint.
The complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB). The associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about: A damp and mould problem. Adequacy of the heating system. Accuracy of information about the property including an oven and hob.
The complaint is about the landlord’s handling of: repairs to the roof and guttering, and subsequent damp and mould in the property. the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of window repairs and queries relating to replacement windows. Reports of antisocial behaviour (ASB). Complaints. The Ombudsman has also assessed the landlord’s record keeping.
The complaint is about the landlord’s response to: The resident’s requests for updates regarding repairs. Reports of a leak into the bedroom and associated damp and mould. Reports of repairs to the front door and external fixtures.
This complaint is about: The Council’s decision to end the resident’s previous accommodation and offer him his current property. The landlord’s handling of adaptation works at the resident’s property. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Concern about the condition of the property when it was let to him in 2014. Reports of repairs, including his concerns about subsidence and contamination in the garden. Concern it committed disability discrimination against him. Concern that the electric meter …
The complaint is about the landlord’s handling of: The resident’s reports of a mite infestation in her property. The resident’s reports of damp and mould and the associated repairs. The associated complaints.
The complaint is about the landlord’s handling of the resident’s concerns regarding shrubs planted in her front garden and its communication. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of damp and mould and various works to the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of its decision to place the resident on a contact restriction and to only visit the resident in pairs. Response to the resident’s concerns about conduct of its staff. Response to the resident’s concerns about missed appointments by the landlord. Response to the …
The complaint is about the landlord’s handling of: Damp and mould in the property. A leak into the property from upstairs. A radiator repair. A replacement bath. The Ombudsman has also considered the landlord’s record keeping and complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of a repair to the hot water system. Transfer request.
The complaint is about the landlord’s handling of the resident’s: Request that it fund external mediation. Associated formal complaint.
The complaint is about the landlord’s: Response to the resident’s concerns about the condition of the walls when the property was let. Handling of repairs to accommodate a washing machine in the kitchen. This report also looks at the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of delays in repairing and replacing the gas boiler. Associated formal complaint.
The complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB) including noise nuisance and the use of cannabis. Response to the resident’s requests for soundproofing adaptations. Response to the resident’s health conditions and its provision of reasonable adjustments. Response to the resident’s request for rehousing. …
REPORT COMPLAINT 202226196 Hyde Housing Association Limited 15 August 2024 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 handling of the resident’s reports of: Damp and mould. A faulty window. A sewage leak. A leak in the communal area. The resident’s request for rehousing. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord’s handling of: The resident’s concern that she should not have been moved to a property with anti-social behaviour (ASB) from neighbours in 2021. The resident’s request to be rehoused. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Response to reports of anti-social behaviour (ASB). Response to reports of damp and mould at the property. Handling of reports of blocked drains/toilet. Complaint handling.
The complaint is about the landlord’s: Handling of reports of overflowing bins and fly tipping. Handling of reports of a missing bin store lock. Handling of repairs to the car park gate. Complaint handling.
The complaint is about the landlord’s response to the resident’s: concerns about a stopcock valve request for replacement of windows. This Service has also considered the landlord’s complaint handling and record keeping.
The complaint is about: The landlord’s handling of the resident’s housing application. The landlord’s handling of a kitchen renewal and rewire. The time taken to repair a front door. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of outstanding works relating to subsidence of the property. Request for permanent rehousing instead of a temporary decant. Reports of a roof leak and associated damp and mould. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs to communal areas. Concerns about the cleanliness of the building, and fly tipping. Reports of Antisocial behaviour (ASB) in the communal areas of the property. Reports of ASB from a neighbour. Concerns about a shipping container in …
The complaint is about: The landlord's handling of repairs to the roof. The landlord's response to the resident's concerns about the consultation process for the roof repair work. The landlord's complaint handling.
The complaint is about the landlord’s response to the resident’s: Report of a leak. Report of damp, mould and condensation. Complaint and request for compensation. The Ombudsman has also assessed the landlord’s record keeping.
The complaint is about the landlord’s: Handling of a roof leak at the resident’s property. Provision of grounds maintenance which the resident pays a service charge. Response to the resident’s reports of bulk waste being left in the grounds of the property. Handling of the attendance and behaviour of contractors …
The complaint is about: The landlord’s handling of the reports that she had to pay council tax on 2 properties. The landlord’s response to the resident’s report that it had her incorrect phone number. The landlord’s handling of the resident’s reports that it had provided incorrect information. The landlord’s response …
The complaint is about the landlord’s: Handling of the resident’s request for it to remove a water butt from the property’s garden. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs to the communal areas of the property. Concerns about its management of the communal areas of the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in the property. Request for replastering and repairs to walls and ceilings. Reports of damage to internal door frames. Associated formal complaint.
The complaint is about the landlord’s: Handling of the resident’s concerns about the standards of grounds maintenance. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Drainage issues causing flooding, gurgling noises, and smells. Damp and mould. Damage to personal possessions. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of reports of anti-social behaviour (ASB), including noise nuisance and threatening behaviour by a neighbour. The landlord’s handling of the resident’s management move.
The complaint is about the landlord's handling of: Repairs to the front metal gate obstructing access to and from the property. A request to install a stair banister and a wheelchair ramp. Reports of a pest infestation. A leak from the water tank, remedial works following leaks including to plasterwork …
The complaint is about the landlord’s handling of the resident’s reports of: Repairs Damp and mould The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repeated repairs to the heating and hot water system. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour from a neighbour. The resident’s request for a handrail to be installed for the communal staircase. The resident’s request to be moved to alternative accommodation. The Ombudsman has decided to consider the landlord’s complaint handling.
This complaint is about: The landlord’s management of patio door repairs. The landlord’s response to reports of an ongoing sewage leak.
The complaint is about the landlord’s handling of the resident’s concerns about: The conduct of a staff member handling her reports of antisocial behaviour (ASB). The conduct of a staff member handling her complaint. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak, and the associated repairs. Request to be reimbursed for replacement carpets.
| 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 |