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: Response to the resident’s reports of antisocial behaviour (ASB) directed against her. Response to the resident’s reports of damp and mould at the property. Response to the resident’s reports of a spider infestation at the property. Response to the resident’s request for reimbursement of …
The complaint is about: the landlord’s administration of the service charge account and its response to the resident’s enquiries. the landlord’s response to the resident’s concerns about fire safety and the EWS1 form. the landlord’s response to the resident’s reports of outstanding defects in the property. the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s request to be rehoused on medical grounds. The landlord’s complaint handling.
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 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 reports of a pest infestation in her property. Reports of ASB by the resident. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s report of damaged cladding. The associated complaint.
The complaint is about the landlord’s: response to the resident’s reports of damp and mould in her property. response to the presence of asbestos in the property. response to the resident’s request to be moved to another property. Complaint handling.
The complaint is about: the landlord’s handling of a request to level and floor part of their property; and the associated complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB). Request to be rehoused.
The complaint is about the landlord’s response to the resident’s reports about: outstanding repairs required to her taps; damp and mould in the bathroom. The report will also consider the landlord’s complaints handling.
The complaint is regarding: the landlord’s handling of the resident’s request for a walk-in shower to be installed in the property’s bathroom. The installation of the walk-in shower.
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 concerns: The landlord’s handling of data sent to it by the resident which was shared without the resident’s consent. The landlord’s handling to the resident’s reporting of the neighbour’s dog barking. This report has also considered the landlord’s record keeping and complaints handling.
The complaint is about the landlord’s response to: The resident’s reports of anti-social behaviour (ASB). The resident’s request to be re-housed. The resident has also complained that her neighbour was re-housed despite being a perpetrator of ASB. The Ombudsman has also considered the landlord’s: Complaint handling and; Record keeping.
This is about the landlords handling of: Antisocial behaviour reports and an associated transfer offer. The associated complaint.
REPORT COMPLAINT 202116990 Sovereign Housing Association Limited 26 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 […]
The complaint is about the landlord’s response to: the resident’s reports of anti social behaviour, and; requests for additional security measures. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord's handling of the resident’s reports of vibrations and cracking noises in the property. The landlord's handling of the complaint.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). This Service has also considered the landlord’s complaint handling.
The landlord’s handling of reports of: A pest infestation at the neighbour’s property. Antisocial behaviour from the neighbour. The related complaint.
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 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 handling of: The resident’s reports of noise nuisance. The resident’s request to be rehoused.
The complaint is about the conduct of landlord staff during the resident’s application for rehousing and the associated complaint.
The complaint is regarding: The landlord’s response to repairs required to the property following a water leak. The landlord’s handling of the associated formal complaint.
The complaint concerns: How the landlord handled repairs to the heating system when the resident moved into the property. The landlord’s decision to decline the resident’s requests to repair a fence and remove a tree stump from the property’s gardens. The associated formal complaint into these matters.
The complaint is about the landlord’s response to the resident’s reports of a electrical failure in the property on 19 December 2021, a rat infestation, repairs including to his fence, gate, drains and gutters, and the landlord’s response to the resident’s request for an insurance claim form and “environmentally-friendly” additions. …
The complaint is about the landlord’s management and handing of: The resident’s request to repair four windows in the resident’s property. The resident’s complaints and the level of compensation it offered for heating costs due to the delay in completing window repairs. The resident’s request for reimbursement of court costs …
The complaint is about the landlord’s handling of: The resident’s concerns about the scope and standard of cyclical redecoration works. The resident’s concerns about the method of costing and reasonableness of costs of cyclical redecorating works. 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 time taken by the landlord to start a Japanese knotweed treatment plan in the garden. The landlord’s decision not to maintain the garden, or to replace the lawn once treatment was complete. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB). Response to the resident’s requests to be rehoused. Handling of the complaint.
The complaint is about the landlord’s response to the resident’s reports about: A downpipe. The communal doors to the bin store. A car park light. The landlord’s complaints handling has also been investigated.
The complaint is about the landlord’s response to the resident’s reports about tiling repairs to the kitchen at the property. The landlord’s complaints handling has also been investigated.
The complaint is about: The landlord’s response to issues with heating the property. The landlord’s complaint handling and communication.
The complaint is about the landlord’s: Handling of the resident’s reports of repeated faults with the communal entry door. Response to the resident’s request for a reduction in the communal door entry element of the service charge. Handling of the resident’s complaint.
This complaint is regarding the landlord’s handling of: repairs to the communal door entry system; the resident’s request for a refund of this element of his service charge, and; the associated complaint handling.
The complaint is about: The landlord’s handling of repairs to the resident’s heating system. The landlord’s handling of repairs to the resident’s bathroom window. The Ombudsman has also considered the landlord’s complaints handling.
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 handling of the resident’s: reports of noise nuisance; request for a move. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about:
The complaint is about the landlord’s response to: The resident’s request for a replacement radiator. The resident’s reports of works required to the garden of the property. The resident’s request for works to the fencing.
The complaint is about the landlord’s response to the resident’s:
The complaint concerns how the landlord handled the resident’s reports of noise nuisance and his request to improve the soundproofing in the building.
This complaint is about the landlord’s: Response to various repair issues; Handling of the resident’s vulnerabilities and discrimination concerns; Response to the resident’s request for compensation from the Highways Agency; Complaint handling.
The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour (ASB), and; handling of the associated complaint.
The complaint is about: The landlord’s handling of reports of a faulty shower. The landlord’s handling of the subsequent complaints.
| 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 |