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.
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 …
The complaint is about the landlord’s handling of: The resident’s reports of damage caused by its contractors. The associated complaint.
The complaint is about: The landlord’s decision to replace the warm air unit (WAU) in the resident’s property; The landlord’s handling of the installation of a new central heating system; The landlord’s handling of asbestos found in the property; Injury to the resident’s health caused by the installation of unsuitable …
The complaint is about: The landlord’s response to the resident’s request for reimbursement of her expenses when experiencing a backflow of waste in June 2020. The landlord’s handling of external repairs to a hole outside the property. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of reports of antisocial behaviour (ASB). The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of repairs to the heating system. The Ombudsman has also considered the landlord’s complaint handling and communication with the resident.
The complaint is about the landlord’s response to the resident’s: Rehousing request; Reports of repairs required at the property; Request to be decanted while the repairs were carried out.
The complaint is about the landlord’s handling of: The resident’s request to assign her tenancy to her son. The associated complaint.
The complaint is about the landlord’s response to the resident’s reports of obstructions to his storage unit. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the conduct of landlord staff during the resident’s application for rehousing and the associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of a leak into the property. Request for reimbursement for damage to his personal items due to the leak. The Ombudsman has also considered the landlord’s complaint handling as part of the assessment.
The complaint is about the landlord’s response to the resident’s reports about repairs to: the roof; her bathroom; a garden fence.
The complaint is about the landlord’s response to address the resident’s reports of: Interference with the water supply into the property. Anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling as part of the assessment.
The complaint is about the landlord’s handling of: Repairs to the resident’s bath mixer tap. The associated complaint.
The resident’s complaint is about: The landlord’s response to the resident’s queries about whether the rear garden is a communal space and who is responsible for its maintenance. The landlord’s response to the resident’s queries about the horticulture payment. The level of customer service provided. The landlord’s complaints handling.
The complaint is about: the landlord’s compliance with a court judgement from 2015. the landlord’s handling of a boiler repair and replacement. the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s enquiries about: invoicing; grounds maintenance and outstanding repairs. The report will also investigate the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of poor staff conduct. Medical evidence to support the resident’s re-housing application.
The complaint is about: The repairs service provided by the landlord following a burst pipe in the property. The suitability of the temporary accommodation offered by the landlord. The landlord’s response to the resident’s request for reimbursement for damage to her personal belongings as a result of the burst pipe. …
The complaint is about: The landlord’s response to the resident’s request to extend her property. The landlord’s decision to refuse consent for the extension.
The complaint is about the landlord’s: Response to and handling of a leak into the resident’s property. Handling of the resident’s request for a property transfer. Response to the resident’s reports of damaged and stolen items. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's: Handling of adaptation works carried out to the resident’s bathroom. Response to the resident’s concerns about the toilet flush and size of the wash basin. Response to the resident’s reports of poor staff conduct. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns about ad-hoc visits and the conduct of a member of its staff. Response to the resident’s concerns about their garden. Complaint handling.
The complaint concerns: How the landlord handled the replacement of the boiler in the resident’s property. The associated formal complaint into this matter.
The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance from his and a neighbour’s light switches. The associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of damage to his mirror. The landlord’s response to the resident’s requests for storage whilst external works were carried out to the building. The landlord’s management of external works to the building.
The complaint is about the landlord’s: Response to the resident’s reports that her neighbour had removed her washing line from a communal area. Response to the resident’s reports of alleged anti-social behaviour by her neighbour. This investigation has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: The delays to repair the resident’s front and back doors. The resident’s reports of a faulty boiler and his concerns about carbon monoxide emissions. The associated complaint.
The complaint is about: The landlord’s response to the resident’s concerns regarding the standard of caretaking. The landlord’s response to the resident’s report of a missed repair appointment and concerns raised about lighting repair works. The landlord’s handling of the resident’s complaint about the conduct of a call handler.
The complaint is about: The landlord’s response to the resident’s concerns about the condition of the property at the start of her tenancy. The landlord’s response to the resident’s reports of damp and mould throughout the property and its handling of repairs. The landlord’s response to the resident’s request for …
The complaint is about the landlord’s: Handling of repairs to the ventilation system in the resident’s bathroom. Response to the resident’s request to be reimbursed for renovation works to her bathroom that she completed independently. Response to the resident’s concerns about the conduct of a staff member.
REPORT COMPLAINT 202004589 Ealing Council 11 January 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 is set […]
The complaint is about the landlord’s: Decision to recharge the resident for a door replacement. Handling of the resident’s complaint.
The complaint is about the landlord’s: Handling of the resident’s antisocial behaviour (ASB) case. Response to reports that the fence had been removed.
The complaint is about the landlord’s response to the residents’ reports of: asbestos in the property. the air quality and lack of sufficient ventilation. priority for transfer based on overcrowding and an undersized bedroom.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Response to reports of leaks from the property above. Complaint handling.
The complaint is about the landlord’s: decision to recharge the resident for the front door lock replacement. Record keeping in relation to repairs to the front door . handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance. The resident’s request for a management transfer.
The complaint is about: The landlord’s handling of a gas safety inspection at the resident’s property. The landlord’s handling of repairs to the Emergency Control Valve (ECV) on the resident’s gas meter. The landlord’s communication and the level of support provided to the resident by the landlord’s staff. The landlord’s …
The complaint is about the landlord’s: response to the resident’s reports of repair issues with her rear gate and her request to replace the dividing link fence with a wooden fence; complaints handling.
The complaint was about: The landlord’s response to the resident’s reports of remedial works following a leak to the boiler. The landlord’s response to the resident’s reports of a faulty boiler. The landlord’s response to the resident’s reports of overflowing guttering. The landlord’s response to the resident’s reports of damage …
The resident complains about the landlord’s handling of:
The complaint is about:
The resident’s complaint is about the landlord’s handling of repairs and his complaint.
The complaint is about: The landlord’s handling of repairs to the guttering at the resident’s property and its response to the resident’s reports of damp and mould. The landlord’s handling of the installation of a kitchen extractor fan. The landlord’s complaints handling.
The complaint is about: The action taken by the landlord in response to reports of Anti-Social Behaviour (ASB), including the proposed installation of a gate and CCTV. The landlord’s handling of reports of noise, smoke, and odours from neighbouring commercial premises. The landlord’s handling and enforcement of waste management on …
The complaint is about the landlord’s response to: The resident’s concerns about the state of repair and security of communal doors, the resident’s reports of fly tipping and to the resident’s concerns regarding communal cleaning. The resident’s request for information regarding service charges. The resident’s concern about asbestos .
The complaint is about the landlord’s response to: A rat infestation at the resident’s property and her request for compensation. The replacement of loft insulation affected by rat droppings and urine. The replacement of a drain due to age. Repairs to holes in the roof. Repairs to paving leading from …
The complaint is about the landlord’s: Handling of repairs to the resident’s shower. Complaint handling.
The complaint is about: The landlord’s response to a leak into the communal toilet that was believed to have come from the resident’s property. The landlord’s 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 |