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 concerns regarding defects which she had reported in respect of the property. Response to the resident’s concerns regarding high energy costs. Response to the resident’s concerns regarding staff conduct. Complaint handling.
The complaint is regarding: The landlord’s handling of repairs to the resident’s underfloor heating system and its subsequent offer of compensation. The landlord’s decision to offset some of the compensation awarded to the resident against her rent arrears. The landlord’s complaint handling.
The complaint is about: The contents of a warning letter sent to the resident in March 2019. The landlord’s response to the resident’s reports of noise nuisance. The landlord’s complaint-handling.
The complaint is about: The landlord’s response to the resident’s reports of ASB. The landlord’s response to the resident’s reports of repairs required to a fence. The landlord’s response to the resident’s reports of an uninhabited neighbouring building and its condition. The landlord’s response to the resident’s requests for fire …
The complaint is about the landlord’s handling of and responses to the resident’s: Reports of anti-social behaviour (ASB). Request that it repairs a blocked and overflowing drain. Reports concerning the cleaning of communal areas. Complaint handling.
The resident has complained about: The time taken by the landlord to process their mutual exchange application. The way their reports of anti-social behaviour were used in terms of the mutual exchange application.
The complaint is about the landlord’s: Decision to relocate the communal bins for the building to directly outside the resident’s property. Associated complaint handling.
The leaseholder has complained about: the landlord’s handling of major works related to the roof, the flooring in the communal area, and the proposed re-surfacing of the car park; and the costs of these works and its impact on the service charge; the landlord’s handling of his request for audited …
The complaint is about: The landlord’s response to the resident’s concerns about the quality of the communal area cleaning. The landlord’s handling of the resident’s complaint on the matter.
REPORT COMPLAINT 202010454 Thames Valley Housing Association Limited 25 June 2021 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:
This complaint is about the landlord’s handling of: the removal of plants from a neighbouring garden; the procurement of a new estate gardening contract; the related complaint.
The complaint is about: The landlord’s handling of the resident’s reports of knotweed in her garden. The condition of the kitchen when the resident moved into the property, and the landlord’s response to the resident’s request to renew it. The landlord’s handling of repairs to the resident’s kitchen. The landlord’s …
The complaint is regarding: The landlord’s response to the resident’s reports of damp and mould in her property. The landlord’s response to the resident’s reports of a mouse infestation in her property. The landlord’s response to the resident’s reports of Anti-Social Behaviour (ASB). The landlord’s response to the resident’s reports …
The complaints are about the landlord’s response to the resident’s: Reports of antisocial behaviour (ASB) prior to March 2020. Concerns that landlord staff had behaved in a racially motivated manner. Reports of ASB from March 2020 onwards. Formal complaint.
The complaint concerns: The advice given to the resident by the landlord about his suitability for a property. The impact the landlord’s handling of the resident’s housing application had on his health.
REPORT COMPLAINT 202010455 Tandridge District Council 21 June 2021 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 handling of the resident’s service charge account. The landlord’s handling of the resident’s request for a credit in relation to charges for scaffolding. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s reports about: his neighbour’s antisocial behaviour (ASB), including: noise nuisance; aggressive behaviour; using the resident’s bin; leaving litter in communal areas; keeping an unauthorised dog; noise caused by their faulty door; subsidence at the property; its employee breaching its data …
The complaint is about: The landlord’s handling of reports of a defective boiler. Complaint Handling.
The complaint is about: The landlord’s handling of the resident’s requests for repairs to the floorboards in his property prior to July 2020. The effect that the condition of the floorboards had on the resident’s health. The resident’s concerns regarding the energy performance certificate for the property. The landlord’s handling …
The complaint is about the: Landlord’s handling of the resident’s reports of noise nuisance from her neighbour. Landlord’s record keeping and complaint handling. Effect of noise nuisance on the health of the resident’s family.
The complaint is about the landlord’s response to: The resident’s concerns about the condition of the property when the tenancy began. The resident’s concerns about the condition of the property and outstanding repairs from 2020 onwards. Pest infestations at the property. The resident’s request to be transferred to a two-bedroom …
The complaint concerns: The landlord’s handling of the resident’s historical reports of antisocial behaviour. The landlord’s handling of the resident’s reports of antisocial behaviour from mid-2020 onwards. The impact the antisocial behaviour had on the resident and her partner’s health.
REPORT COMPLAINT 202010475 Hammersmith and Fulham Council 14 June 2021 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 handling of: the resident’s reports that the property had not met lettable standards; the resident’s reports of repairs needed to her property; kitchen upgrade works; the resident’s requests for it to consider her circumstances and offer appropriate support.
The complaint is about: the advice given to the resident concerning the Home Choice Scheme. how the landlord handled the resident’s reports of ASB including how staff communicated with her.
The complaints are about the landlord’s:
The complaint is about: The level and reasonableness of the service charges paid by the resident. The landlord’s response to the resident’s queries regarding service charges. The landlord’s response to the resident’s request for information concerning cladding on the building which the property is situated in, including the production of …
The complaint refers to the landlord’s response to the resident’s concerns about: The grounds maintenance provided at the property. The service charge associated with grounds maintenance at the property.
The resident complains: That she and her late husband were not informed and consulted before a development project commenced. About the landlord’s response to reports of noise disturbance and vibration from construction work at an adjacent development site, and the level of support provided. That allocated parking was not provided …
The complaint is about the landlord’s handling of the residents reports of: Repairs to a communal gate. Leaks in the guttering at the property. Repairs to windows at the property and subsequent delays. Reports of anti-social behaviour (ASB) at the estate.
The complaint is about the: Level of increase in the resident’s service charges. Landlord’s response to the resident’s complaint about missed garden maintenance appointments. Landlord’s response to the resident’s query about fire equipment service charges.
The complaint is regarding: The landlord’s handling of repairs to the resident’s pathway and manhole covers on his property. The landlord’s handling of repairs to the resident’s guttering. The landlord’s complaint handling.
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 request that the landlord repair a communal fence. The landlord’s handling of the resident’s report of mould, including in relation to the installation of an extractor fan. The …
REPORT COMPLAINT 201910580 London & Quadrant H T 19 May 2021 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 complaint is about the landlord’s response to: The resident’s complaint about its administration of his service charges, its maintenance and repair of his block, grounds maintenance and cleaning, and his reports of ASB, for which the landlord issued its final response on 2 September 2019. The resident’s complaint that …
The resident has complained that the landlord has offered insufficient compensation in response to their complaint about the works to their kitchen and bathroom. The landlord’s complaint handling has also been assessed in this report.
The complaint is about the landlord’s response to the resident’s: reports regarding the conduct of the landlord’s employee; reports regarding parking enforcement and works; reports regarding repairs to a communal door; request for information regarding her service charge; request for the window cleaning schedule, lift maintenance schedule, and for grounds …
The complaint is about:
The complaint is about: The landlord’s response to the resident’s reports of damp and mould in the property. The landlord’s response to the resident’s request to be permanently decanted to a three-bedroomed property. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s request for a new front door. Response to the resident’s request to replace the gas fire. Complaint handling.
The complaint is about: The landlord’s unannounced visits to the property on 29 July 2019; The unannounced visit to the property on 4 September 2020 and; Complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB). Response to the resident’s request for a property transfer. Response to the resident’s reports of mould in the property. Complaint handling.
The complaint concerns the landlord’s handling of the resident’s: reports of loud noise from the water pipework. reports of a leak from a bathroom tap. request to reimburse their water bill. The associated formal complaint.
The resident has complained about: the local authority Environmental Health team’s decision not to take enforcement action against his neighbour for alleged statutory noise nuisance. the landlord’s response to the resident’s reports of noise-related anti-social behaviour (‘ASB’) by his neighbour. the landlord’s handling of the associated complaint.
REPORT COMPLAINT 202014309 Nottingham Community Housing Association Limited 18 May 2021 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 refers to: The landlord’s response to the resident’s requests for a breakdown of the service charges for the 2018-19 and 2019-20 periods. The resident’s concern that the landlord has not acted in line with its legal obligations regarding her request for information. The landlord’s handling of the associated …
The complaint is about the landlord’s handling of the resident’s: Request to move to another property Repairs and adaptations to the property Reports of Anti-Social Behaviour (ASB) The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
This complaint is about the landlord’s handling of: the resident’s reports of drainage repairs needed outside his property; the resident’s pest control reports; the related complaint.
| 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 |