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 resident’s complaint is about: The landlord’s response to the resident’s reports of flooding of the car park. The landlord’s response to the resident’s request to use the sinking fund to pay for remedial works to a car park pump and redecoration. The Ombudsman will also consider the landlord’s complaint …
The complaint is about the landlord’s: handling of repairs following the resident moving into a mutual exchange property; response to the resident’s concerns of alterations made to the outhouse by the previous tenant; handling of drainage and groundworks; communication with the resident regarding repairs; handling of the resident’s formal complaint.
The complaint is about: The landlord’s handling of the sale process of the resident’s property. The resident’s claim that the landlord’s handling of the sale process resulted her suffering a financial loss. The landlord’s handling of the resident’s complaint.
The complaint is around: The landlord’s communication around service charges. The landlord’s proposed increase to service charges and levels of those charges. The landlord’s management of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of roof leaks affecting the property and associated damage caused. Request for a service charge refund due to lack of service. Request for compensation relating to boiler damage/new boiler. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about the landlord’s: response to the resident’s reports about the condition of the property at the start of the tenancy. handling of repairs to the resident’s property. handling of roof repairs to the resident’s property. complaints handling.
The complaint is regarding the landlord’s response to concerns raised regarding: Grounds maintenance and the maintenance of communal areas. Electricity charges relating to bollard lights.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in the property. Concern that damp and mould issues had impacted on the health of her household. Reports of silverfish in the property, as a result of damp and mould. Reports of a blocked toilet. …
The complaint is about the landlord’s handling of: The installation of solar panels at the resident’s property in 2016. Issuing a lease for the solar panels resulted in the resident suffering a financial loss. Issuing a lease for the solar panels at the resident’s property. The Ombudsman has also considered …
This complaint is about: The landlord’s handling of the resident’s reports of noise, harassment and antisocial behaviour by neighbours; The landlord’s handling of reports that the resident was engaging in antisocial behaviour; The conduct of the landlord’s staff; The landlord’s handling of the associated complaints.
The complaint is about:
The complaint concerns: The landlord’s decision to recharge the resident to repair the toilet in the property. The conduct of a staff member during the repairs process.
The complaint is about the landlord’s: response to the resident’s concerns regarding cyclical works. complaint handling.
The complaint is about the landlord’s handling of: Leaks in the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Request for a copy of an EWS1, External Wall System fire review certificate. Request to provide evidence of fire safety. Complaint.
The complaint is about: The landlord’s response to the resident’s reports about leaking and drafty windows causing damp and mould in the property. The landlord’s response to the resident’s request for a management move.
The complaint is about the landlord’s: Response to the resident’s reports that the property was too hot. Response to the resident’s reports of traffic noise from outside the property. Response to the resident’s request for a priority transfer to a ground floor flat at the rear of the property. Complaint …
The complaint is about: how the landlord responded to the resident’s reports of antisocial behaviour. the landlord’s decision to change the age restrictions on the scheme.
The complaint is about the landlord’s handling of the: Resident’s reports of problems with the heating and hot water system. Replacement fire door at the resident’s property. Repair of floor tiles in the resident’s bathroom. This Service has also considered the landlord’s complaint handling
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Reports of damage caused by rats. Complaints. The investigation has also considered the landlord’s information management in respect of this complaint.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in the property, and the associated repairs. The resident’s concern that damp and mould in the property had an adverse effect on his health and caused injury. The amount of compensation offered by the landlord’s …
The complaint is about the landlord’s handling of: the resident’s request for adaptations to the doors in communal areas of her building. the associated complaint.
The complaint is about the landlord’s response to the resident's concerns relating to: parking issues and information relating to parking, and; parking fines.
The complaint is about: The landlord’s handling and communication in relation to fire safety works and the provision of EWS1. The landlord’s handling of the resident’s concerns about building security. The landlord’s response to the resident’s queries about subletting. The landlord's response to the resident’s concerns about an increase in …
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB), including noise nuisance. The associated complaint.
This complaint is about the managing agent’s response to: Damage caused by a pigeon infestation. Reports of inconsiderate use of the communal car park. Reports of insufficient cleaning of the communal bin area. Requests for a refund of service charges. This Service has also decided to investigate the managing agent’s …
The complaint is about: The landlord’s handling of repairs to the communal electric car park gates. The level of the service charge raised by the landlord in respect of the electric car park gate repair. The landlord’s handling of the section 20 consultation process. The landlord’s handling of the complaint.
The complaint is about the landlord’s: Handling of reports of damp and mould. Decision not to insulate the property. This Service has also considered the landlord’s complaint handling and record keeping.
The complaint relates to: The landlord’s response to the resident’s concerns over its handling of service charges. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of the sale of the resident’s shared ownership property; The resident’s claim that the landlord is liable for his loss of £11,000 through delays in the sales process; The landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s kitchen renewal and subsequent compensation offer. The landlord’s handling of the associated complaint.
The complaint is about: the landlord’s response to the resident’s reports about garden maintenance and the associated service charge. the landlord’s response to the resident’s reports about communal cleaning and the associated service charge. the landlord’s response to the resident’s reports about the standard of maintenance of the communal areas. …
The complaint is about the landlord’s: Handling of repairs to a toilet at the property. Handling of the associated complaint. Record keeping.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. Repairs to the plumbing in the property. The resident’s requests for new storage heaters. Window repairs. The associated complaint.
The complaint is about: The landlord’s response to the resident’s report of a faulty fridge-freezer. The landlord’s handling of the associated complaint.
REPORT COMPLAINT 202207360 Flagship Housing Group Limited 6 November 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 […]
The complaint is about the landlord’s response to the resident’s: Concerns about communal cleaning, repairs, and garden maintenance. Associated complaint.
REPORT COMPLAINT 2022015799 Southern Housing Group Limited 30 June 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 […]
The complaint concerns the landlord’s handling of: The resident’s reports of damp and mould in her previous property. The resident’s reports about the felling of a tree and the subsequent damage caused to the property. The resident’s concerns about the electrics at the property. The resident’s reports of issues with …
The complaint is about: The landlord's handling of the resident's decant. The landlord's handling of the resident's request to access her belongings in storage.
The complaint concerns: The landlord’s handling of the resident’s report of damp and mould in her bathroom. Complaint Handling.
The complaint is about the landlords: Handling of the residents reports of defects at his property. Handling of the residents reports of the lack of communal maintenance at his property. Communication and complaint handling.
The complaint is about the landlord’s: Role in the decision to serve the resident with a Community Protection Warning Notice. Response to the resident’s concerns about her neighbour’s closed-circuit television (CCTV). Response to the resident’s request to be reimbursed for altering her CCTV. Decision not to investigate the resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s reports of noise disturbance. The subsequent complaint.
The complaint is about: The landlord’s response to the resident’s concerns about its handling of a roof renewal and the conduct of its operatives. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of a neighbour dispute regarding her right of access. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: handling of the replacement of the fence adjacent to a neighbouring property, and; complaint handling.
The complaint is about the landlord’s response to: The resident’s concerns about the layout of the neighbouring property. The resident’s request for sound proofing. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s pruning of trees in communal areas during the summer. The landlord’s complaint handling.
This complaint is about the landlord’s response to reports of defects in the doors and windows of a new build house. The Ombudsman has also decided to consider the landlord’s complaint handling as part of this complaint. Although this was not addressed directly in the landlord’s internal complaint procedure, paragraph …
| 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 |