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 report of damp and mould issues throughout the property including issues related to the condition of the windows and doors. the resident's report of repairs to heating and hot water system. the resident's report of repairs to bathroom. the resident's …
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 concerns about his neighbour’s video doorbell. The landlord’s complaint handling.
The complaint is about the landlord’s response to concerns about: the suitability of a new hand wash basin installed in the property; water damage caused by a slow leak resulting from the hand wash basin installation, and; complaint handling.
The complaint is about the landlord’s: response to the resident’s report of a fire safety incident; handling of the resident’s associated complaint.
REPORT COMPLAINT 202200114 Peabody Trust 15 August 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 landlord’s handling of a property transfer and the size of the second bedroom at the property. The Ombudsman has also looked at the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s concerns about noise from the flat above. The landlord’s handling of reported damage to the ceiling of the property. The landlord’s handling of repairs to the wet room to prevent flooding. The landlord’s handling of the resident’s concerns about the …
The complaint is about the landlord’s handling of: Repairs to the front door. Repairs to the skirting board. Re-sealing the windows. The replacement of fencing. Damp and mould treatment within the property. Rent arrears on the resident’s rent account. The associated complaints.
The complaint is about the landlord’s response to: The resident’s reports of a leak in the property and the subsequent reimbursement request. The resident’s reports of damp and mould following the leak. The related 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 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 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 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 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 response to: The resident’s request for replacement windows and front door with a letterbox. The resident’s request for fencing repairs. The resident’s request for the landlord to install bollards to the rear of the property. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns about information it shared with a third party. Response to the resident’s request for reasonable adjustments. Complaints handling.
The complaint is about: The landlord’s handling of the resident’s reports of noise disturbance from the ball cage. The landlord’s handling of the resident's reports of noise from a neighbour. The landlord’s handling of the resident’s reports of anti-social behaviour from a neighbour. The landlord’s complaint handling.
The complaint is about:
The complaint is about the landlord’s response to: The resident’s reports of anti-social behaviour (ASB). Counter allegation of noise nuisance made about the resident. Staff behaviour.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould Response to the resident’s reports of repairs. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s: Response to the resident’s dissatisfaction with the major works (external paintwork). Decision to offset the credit on the resident’s service charge account against outstanding major works charges without informing the resident. Handling of the roof replacement. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Request to have her tenancy changed so she could be rehoused via a mutual exchange or house swap. Reports of anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to the resident’s property following a leak/flood. The resident’s claim for compensation for damaged belongings. The resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s reports of leaks. The associated damp and mould in their home. Reports of blockages to the kitchen and bathroom sinks. Complaint.
The complaint is about the landlord’s response to: The resident’s reports of ASB from a neighbour. The resident’s queries regarding the allowance for the communal electricity supply. The resident’s injury and the associated insurance claim. The resident’s formal complaint.
The complaint is about: The landlord’s handling of the resident’s reports of noise disturbance from the property above. The landlord’s complaint handling.
The complaint is regarding the landlord’s: Handling of several repair issues, including reported damp and mould. Response to the resident’s concerns regarding staff conduct. This Service has also considered the landlord’s handling of the resident’s complaint.
The complaint is about: The landlord's response to repairs to the property. The landlord's response to pest control issues. Complaint handling.
The complaint is about the landlord’s: response to the resident’s reports about multiple disrepair issues at his property; the amount of compensation offered by the landlord for the loss of cooking facilities; complaints handling.
The complaint is about the landlord’s: Response to the resident’s concerns about the materials to be used to carry out remedial works. Response to the resident’s request that it buy back his 30% share in the property.
REPORT COMPLAINT 202201126 London & Quadrant Housing Trust 03 May 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. […]
The complaint is about the landlord’s response to: The resident’s reports of a rodent infestation. The resident’s application for re-housing due to medical grounds. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s request for compensation following his reports of leaks. Complaint handling.
The complaint is about: The landlord’s response to the resident’s request for an EWS1 form. The landlord’s communication regarding the cladding. The landlord’s complaints handling.
The complaint is about: The level of service charges. The landlord’s handling of the resident’s service charge queries. The landlord’s complaint handling.
The complaint is about: The landlord's administration of the service charge account. The level and reasonableness of service charges. The landlord's response to parking space issues.
The complaint is about the landlord’s response to: The resident’s enquiries about the reasonableness of service charges. The resident’s request to be refunded for service charges. The resident’s enquiries about service charges. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of a leak from a vent in the bedroom; Handling of a leak from above into the bedroom and hall; Response to the resident’s request for compensation for water damaged items; Complaints handling.
The complaint is about the landlord’s: Handling of the resident’s request for information on service charges. Complaint handling.
The complaint is about: The landlord’s handling of the resident’s report of repairs to the shower. This report also considers: The landlord’s handling of the resident’s report of a leak to the bedroom from the shower. The landlord’s complaints handling. The landlord’s record keeping. The landlord’s offer of compensation.
The complaint is about the landlord’s response to the resident’s enquiries about: The increase in level, apportionment and reasonableness of service charges. Estimated service charges for the year 2021 to 2022. The landlord’s handling of the complaint.
The complaint is about the landlord’s response to the resident’s enquiries about: The level and liability of service charges. Service charge accounts for the year 2019 to 2020. Complaint handling.
The complaint is about the landlord’s handling of: - The resident's decant from her property following the collapse of upstairs flooring. The landlord's handling of repairs to the floor. The resident's request that she be reimbursed her expenses during the decant period. The resident’s complaint.
The complaint is about the landlord’s: Handling of the resident’s request not to return to her property following a decant and later request for a transferred to a different property ; Handling of the resident’s concerns about the condition of her property and the associated repair works, including the removal …
The complaint is about the landlord’s: Decision making around a store cupboard in a communal area. Level of communication. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns about damaged internal doors; Response to the resident’s reports of defective windows; Handling of hallway decorating works; Response to issues raised at the start of the tenancy; Complaint handling.
The complaint is about: The level of compensation offered by the landlord in relation to the toilet repairs. The landlord’s handling of multiple repairs (including windows, front and rear doors, subsidence concerns and external cracks in the property). The landlord’s communication and handling of asbestos concerns. The landlord’s communication about …
The complaint is about the landlord’s: decision making around a storage cupboard n a communal area. level of communication. complaint handling.
This complaint is about: The leaseholder’s assertion the landlord breached its legal obligations around handling service charge funds. The landlord’s: Section 20 notices; Handling of a balcony design fault; Preparation for compliance with upcoming safety legislation; Response to a heat network consultation; Complaint handling.
The complaint is about the landlord’s response to: The resident’s report of noise from her upstairs neighbour. Reports about outstanding repairs following several leaks. Complaint handling.
| 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 |