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 query about the amount of service charge payable, and the associated costs due service charge arrears. The administration of the resident’s service charge account, and the associated communication. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of a pest infestation at the resident’s property. The landlord’s complaint handling has also been investigated.
The complaint is about: The landlord’s response to the resident’s concerns about fire safety of the communal maintenance cupboard door. The landlord’s handling of major works to replace the communal maintenance cupboard door. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports that a repair was required to his toilet. The Ombudsman has also considered the landlords complaint handling.
The complaint is about: The landlord’s response to reports of noise caused by building works. The landlord’s handling of the resident’s request for rehousing. The associated complaint handling.
The complaint is about the landlord’s handling of replacement heating pipework. The landlord’s record keeping has been investigated. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks and related damp and mould repairs. Request for a rent adjustment. Formal complaints.
The complaint is about the landlord’s handling of the resident’s: Personal data and subject access request (SAR). Concerns about the installation of a replacement kitchen at her property. Request for an adaptation to her property. Associated complaint.
The complaint is about the landlord’s response to: The resident’s concerns about the conduct of its contractor’s operatives. The resident’s concerns about various repairs. The resident’s concerns about the water pressure. The resident’s request for reimbursement for costs which include: The cost of a wardrobe which was damaged. The cost …
The complaint is about: The landlord’s handling of requests to install additional security measures following a data breach. The landlord’s handling of aids and adaptations to provide extra bedrooms. The landlord’s handling of aids and adaptations to provide a sensory alarm system. The landlord’s failure to consider medical evidence concerning …
The complaint is about the landlord’s: Response to the resident’s request for leaseholder forum meetings to be reinstated. Delay in providing copies of building insurance policy and painting contract. Delay in providing contact details for tenant board members. Complaint handling.
This complaint is about the landlord’s handling of: The resident’s report of mould on 6 January 2022, and the associated complaint. An emergency request for repair following a water leak on 17 January 2022.
The complaint is about the landlord’s response to:
The complaint is about the landlord’s handling of: repairs to a radiator. reports of a pest infestation. the resident’s request to be rehoused. the associated complaint.
This complaint is about: The landlord’s handling of reports of a leak and water damage in the property. The landlord’s administration of the resident’s request for rehousing. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about: the landlord’s handling of the resident’s reports of noise from a neighbouring property. the landlord’s handling of arrangements for asbestos removal in the resident’s property. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of: Reports of pests in the property. The resident’s concerns about the condition of the property following a mutual exchange. The associated complaint.
This complaint is about the landlord’s handling of: The resident's reports of antisocial behaviour (ASB) by her neighbour. The resident’s rehousing request. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of noise nuisance and antisocial behaviour (ASB). Formal complaint.
This complaint is about the landlord’s handling of the resident’s: Reports about outstanding repairs in her property. Reports about damp and mould in her property. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s report of repairs to the kitchen and bathroom. The resident’s report of the contractor’s conduct. Reports of the resident’s behaviour. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Rent account, and the associated arrears. Rehousing application. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports about the condition of the property following the landlord’s acknowledgement of damp, mould and pest infestation issues. Consideration of compensation for personal injury. Complaint handling.
The resident’s complaint is about the landlords handling of the resident’s requests for: Rehousing. Adaptations following occupational therapist assessments.
The complaint is about the landlord’s handling of the resident’s: Reports of threatening behaviour, harassment, and anti-social behaviour (ASB). Request for a priority management transfer and its decision to remove her priority banding from its bidding process. Formal complaint. The Ombudsman has also considered the landlord’s knowledge and information management.
The complaint is about: the landlord’s response to the leaseholder’s concerns about parking restrictions in the designated car park. the landlord’s response to the leaseholder’s concerns about roadside parking restrictions. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s: Handling of the resident’s reports about the condition of the property after void. Handling of the resident’s reports of repairs at the property. Complaint handling.
The complaint is about: the landlord’s decision to issue the resident with a Notice to Quit. the landlord’s handling of the resident’s personal data. The Ombudsman has also considered the landlord’s complaint handling.
The complaint concerns the landlord’s: Response to the concern raised about the electrics at the property. Handling of the decant process and transfer request following a fire at the property.
The complaint is about: The landlord’s handling of the resident’s concerns about the condition of the property when it was first let. The landlord’s response to the resident’s concerns about the conduct of its staff. The landlord’s handling of the complaint.
The resident’s complaint is about the landlord’s handling of the: property condition at the time of being let; rent charged.
The complaint is about the ALMO’s: Response to the resident’s reports of ASB. Response to the resident’s request for adaptations to the property. Response to the resident’s query about the front garden. Consideration of the resident’s reports about a staff member. Complaint handling.
This complaint is about the landlord’s handling of: The resident’s application for rehousing. Reports of damp, mould, draughts, and lack of insulation within the property. Reports of pests within the property.
The complaint is about the landlords: Response to the resident’s concerns about its management of access to the car park. Response to the resident’s concerns about the impact of neighbouring building works. Response to the resident’s concerns about its management of refurbishment works including works it agreed to do and …
This complaint is about the landlord’s: Response to the resident’s concerns around “victimization”. Response to the resident’s concerns around leaks, damp and mould; Response to the resident’s concerns about works to a neighbouring property; Response to the resident’s vulnerabilities, health and welfare concerns; Handling of various repairs including a replacement …
The complaint is about the landlord’s handling of: Repairs to the property, including damp and mould; Alterations made to the property by the resident; The resident’s reports of neighbour issues; The resident’s concerns about the conduct and communication of individual staff members; Overcrowding in the property. The Ombudsman has also …
The complaint is about: The landlord’s decision not to allow amendments to the planned design of the resident’s replacement kitchen. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Handling of repairs to resolve water ingress at the property. Handling of reports of mould. Communication with the resident. Complaint Handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in the bathroom. The landlord’s handling of the resident’s concerns about the asbestos tiles under the lounge flooring. The landlord’s handling of the kitchen replacement. The associated complaint handling.
The complaint is about: The landlord’s handling of the resident’s request for compensation following a power cut in the property. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Request to disconnect his property from the communal heating system. Request for it to waive heating charges. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s : Insurance claim; Subject access request (SAR); Reports of damp, mould and associated outstanding repairs; Complaint.
REPORT COMPLAINT 202213098 Exeter City Council 19 February 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 concerns the landlord’s handling of: The resident’s concerns over the internal communal cleaning. The resident’s request to prune the trees at the property. The resident’s request for the front communal door to be replaced. The repairs to the exterior wall vent. The one-off arrangement to maintain the front …
The complaint is regarding the landlord’s: Handling of the resident’s concerns about the maintenance of communal and grassy areas in and around his block. Response to your reports of anti-social behaviour (ASB).
The complaint is about the landlord’s handling of the resident’s: Concerns about the security of the building following her reports of unknown persons in the communal garden. Claims of harassment following the landlord’s decision to issue a conditions of tenancy letter. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s reports about: Outstanding repairs to the kitchen units. The replacement bath and taps. Repairs to the glass in the rear door. Missed appointments. Staff conduct, accusation of lying, and being in breach of the tenancy agreement. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s: Concerns about works to the bin store cupboard commencing without a Section 20 consultation. Reports of dissatisfaction with the works to the bin store. Reports of being without heating or hot water. Associated formal complaint.
The complaint is about: The landlord’s handling of repairs at the resident’s property and repairs to communal areas of the building. The resident’s reports of antisocial behaviour (ASB) and noise nuisance. The landlord’s response to disrepair in the resident’s previous property. The landlord’s response to a tenancy succession/addition complaint. The …
The complaint is about the landlord’s handling of the resident’s: Reports of noise disturbance. Rehousing application. The Ombudsman has also considered 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 |