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 repeated leaks affecting the property. The resident’s reports of damage to her belongings. The resident’s request to be rehoused. The associated complaint.
The complaint is about the landlord's: Response to the resident’s subject access request (SAR). Handling of the resident’s concerns of a neighbour’s Right to Buy (RTB) purchase of a property. Handling of the resident’s reports of antisocial behaviour by a neighbour. Handling of the resident's reports of leaks at the …
The complaint is about: The landlord's handling of the resident’s personal belongings in his former property following a fire. The landlord's decision to restrict the resident's access to his former property following a fire.
The complaint is about: The conduct of the landlord’s staff. A repair to the front door and boiler. The Ombudsman has also considered the landlord’s record keeping and complaint handling.
The complaint is about the landlord’s: Response to a leak and subsequent collapsed ceilings at the property. Complaint handling.
The complaint is about the landlord’s: Decision to no longer communicate with the resident’s chosen representative . Decision to carry out visits to the property in pairs. Level of customer service received from a landlord staff member .
This complaint is about the landlord’s response to the resident’s: Report of a leak. Concerns around damp and mould. Concerns around pipework blockages. Concerns around rodents in the property. The Ombudsman also considered the landlord’s complaint handling.
This complaint is about the landlord’s response to the resident’s concerns around: Damaged personal belongings. Outstanding repairs. Damp and mould. Fencing renewal works. The Ombudsman also considered the landlord’s: Response to the resident’s various health and welfare concerns. Complaint handling.
The complaint is about the landlord’s: handling of reports of damp and mould in the resident’s property. complaint handling.
The complaint is about the landlord’s handling of the resident’s reports concerning: Antisocial behaviour (ASB) by a neighbour. Damp and mould. The standard of communal cleaning. Leaking gutters. The Maintenance of trees and pigeons. The Service has also considered the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s handling of the resident’s report of: A broken window. Staff conduct. The associated complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of multiple repairs, including damp and mould. The resident’s reported delays in being rehoused.
The complaint is about the landlord’s handling of: Reports of anti-social behaviour (ASB). The resident’s request for rehousing. Concerns about staff conduct. The associated complaint.
The resident’s complaint is about: The landlord's response to the resident’s application for a transfer. The landlord’s response to the resident’s reports of damp and mould. The Ombudsman will consider the landlord’s complaint handling. The Ombudsman will consider the landlord’s record keeping.
REPORT COMPLAINT 202333724 Broxtowe Borough Council 27 June 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. […]
The complaint is about the landlord’s handling of the residents concerns about: antisocial behaviour (ASB) in her block. the security and condition of the communal fire doors in her block. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about: The landlord’s response to the resident’s report that a caretaker contacted him about rubbish in the communal area. The landlord’s response to the resident’s report that the landlord was obstructive and refused to accept his complaint by phone. The landlord’s response to the resident’s reports that …
The complaint is about the landlord’s handling of the installation of a new kitchen. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s response to the resident’s: Reports of damp, and cold air transference from a neighbouring property; Complaint. This report will also assess the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s: reports of a crack, damp and mould in the bedroom; reports of repairs to the hallway cupboard; reports of repairs to the kitchen and bathroom; request for window replacement to be completed; request for an uneven floor to be levelled; …
The complaint is about: The reasonableness of the District Service Charge. The landlord’s handling of repairs to the heating system. The landlord’s invoices to the resident for repairs carried out to the heating system. The Ombudsman has also investigated the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s reports of damp and mould within his property and the damage caused to his belongings. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about: Overcrowding and her housing application to move. Repairs to the property, including: Damp in the bathroom and the property being cold. Repairs to the lighting. Rats in the garden. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s right to buy (RTB) application. The landlord’s response to the resident’s erection of a garden fence. The landlord’s response to the residents erection of an outhouse and its use as a business premises.
The complaint concerns the landlord’s handling of the resident’s reporting of a mice infestation to her property as well as to the wider block. This report has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB), including concerns about her neighbour’s closed-circuit television (CCTV).
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Request for non-damp and mould related repairs. Reports of a ticking noise. Request for adaptations to her bathroom. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB). Reports of harassment by noise nuisance. Request to be rehoused. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of leaks from the upstairs flat. The landlord’s response to the resident’s reports of noise transfer from the upstairs flat. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s reports of no gas or heating. The landlord’s handling of the resident’s request for a new kitchen and bathroom. The landlord’s decision to place contact restrictions on the resident. The landlord’s decision to take the resident to court for the …
The complaint is about the landlord’s handling of the resident’s: Reports of repairs. Request for a refund of council tax. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Response to the resident’s concerns about the condition of the property when let. Handling of the resident’s requests for various repairs needed in the property. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of a roof leak. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the gas leak. Handling of concerns about the conduct of the contractors during a subsequent visit. This report has also taken into consideration the landlord’s handling of the associated complaints.
The complaint is about the landlord’s response to the resident’s: Concerns about its request for rent in advance of a property viewing. Request for decoration vouchers. Request to repair shelving. Reports of an issue with the flooring. Request for redress of council tax. The Ombudsman has also considered the landlord’s …
The complaint is about the landlord’s response to the resident’s reports of a contaminated water supply. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: handling of the resident’s application for a housing transfer; record keeping; handling of the resident’s concerns about the structural safety of his property; handling of the resident’s associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of repeated flooding at his property. Claim for compensation for damage to his possessions. Complaint.
The complaint is about the landlord’s response to the resident’s concerns about: Having to pay rent whilst the disrepair was fixed. Damp and mould around windows in his property. The number of times the elevator broke down. Debris falling from the above balcony. The standard of painting at the property. …
The complaint is about the landlord’s handling of: Reports of damp and mould at the resident’s property and her damaged belongings. A leak at the resident’s property.
The complaint is about: The landlords handling of reports of damp and mould in the residents property. This service has also considered whether the landlord took into account its duties under the Equality Act 2010. The landlords handling of the residents complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould including associated repairs to air vents. Associated formal complaint.
The complaint is about the landlord’s: handling of a flood from a neighbouring property; response to the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Decision to recharge the resident for repairs to the toilet in her home. Handling of repairs to the toilet. The Ombudsman has also considered the landlord’s complaint handling and communication with the resident.
The complaint is about the landlord’s: response to reports of damp and mould. response to reports about a loss of heating and hot water. complaint handling.
The complaint is about the landlord’s handling of: Repairs to the boiler. Repairs to the property. Damp and mould in the living room. The complaint.
The complaint is about the landlord’s: Response to the resident’s: Reports of flooding caused by his shower pump. Request that the landlord pay his insurance excess. Handling of the resident’s complaint.
The complaint is about the landlord’s decision to repair the windows in the resident’s property instead of upgrading them. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to: The resident’s concerns regarding the fire alarm in the property. Communication about the fire evacuation plan. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of a repair to the property roof leading to damp. Reports of repairs to the windows. 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 |