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 damp and mould. The landlord’s response to the resident’s reports of repairs to the front door. The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s response to the resident’s reports of a blocked toilet …
The complaint is about: The landlord's response to the resident’s reports of repairs and request for compensation. The landlord's response to the resident’s request for adaptations and to make reasonable adjustments. The landlord’s response to the resident’s reports of discrimination and concerns about the conduct of staff. The landlord's response …
The complaint is about: The landlord acting in a way that breached general data protection regulation (GDPR). The landlord’s handling of the resident’s request to change the anti-social behaviour (ASB) officer. The landlord’s handling of requests for reasonable adjustments. The landlord providing a notice of seeking possession. The landlord’s handling …
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB) and hate crime. The resident’s concerns about reasonable adjustments. The associated complaints.
The complaint is about the: Landlord’s handling of various repairs to the property, including damp and mould. Level of the rent increase.
The complaint is about the landlord’s handling of the resident’s reports of: Damp in the communal area and her kitchen. Noise transference. The Ombudsman has also considered the landlord’s: Complaint handling. Knowledge and information management.
The complaint is about the landlords handling of the resident’s reports of: noise coming from the soil stack. repairs required to his balcony windows and doors. other defects within his property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: response to the resident’s reports about repair issues at her property, including; gas; electrical wiring; asbestos; complaints handling.
The complaint is about the landlord’s handling of: The resident’s reports of repairs required in the property’s kitchen. The resident’s reports of a rodent infestation. The associated formal complaint.
The complaint is about the landlord’s handling of: Reports of draughts from the bedroom windows. The complaint.
The complaint is about the landlord’s response to: The resident’s concerns about the condition of the windows. The resident’s concerns about the condition of the garden. The Ombudsman has also investigated the landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak from the roof resulting in damp and mould in the property. Associated formal complaint.
The complaint is about: The landlord's decision that the resident cannot store her electric wheelchair (the wheelchair) in the communal corridor due to fire safety concerns. The associated complaint.
REPORT COMPLAINT 202337969 The Riverside Group Limited 29 July 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. This […]
The complaint is about: The landlord’s handling of the resident’s reports of repairs. The landlord’s handling of the resident’s reports of damp and mould.
The complaint is about the landlord’s: Response to the resident’s reports of dog fouling in communal areas of the property. Handling of the resident’s subject access request (SAR). Response to the resident’s reports about the condition of the kitchen walls when she moved in to the property. Handling of a …
The complaint is about the landlord's handling of major repairs due at the resident’s property, including: The time taken to start the work. The landlord’s decision to decline the resident’s request for replacement like-for-like laminate flooring and to fully re-skim the walls. The Ombudsman has also considered the landlord’s complaint …
The complaint is about how the landlord handled: The resident’s reports of the heating and hot water system not working properly. The resident’s reports of a pest infestation which she believed was also causing damage to electric cables and her kitchen. The resident’s reports of damp and mould in the …
The complaint is about the landlord’s handling of the resident’s: Reports about damp and mould throughout the property. Reports about leaks into the bathroom and under the sink. Concerns about asbestos disturbance due to the leaks. Formal complaint.
The complaint is about the landlord’s: Handling of the resident’s concerns about the installation of communal CCTV and window cleaning at the property. Response to the resident’s reports that her neighbour was obstructing access to clean the windows. Response to the resident’s concerns that a good neighbourhood agreement had not …
The complaint is about the landlord’s response to the resident’s reports about: His request to have a water meter. His request to have laminate flooring. Anti-social behaviour. The communal front door. The smell of cigarettes at the property. Staff conduct. In addition, the Ombudsman has also investigated: The landlords knowledge …
The complaint is about: the landlord’s response to the resident’s reports of damp and mould. the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of anti-social behaviour (ASB) reported by the resident. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: request to be rehoused. reports of damp and mould. We have also considered the landlord’s: record keeping. complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of Antisocial Behaviour (ASB). Request to be rehoused.
The complaint is about the landlord’s handling of the resident’s: reports of a leak in his kitchen; reports of communal loft hatch repairs; associated complaint.
REPORT COMPLAINT 202309736 The Guinness Partnership Limited 29 November 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 […]
The complaint is about the landlord’s handling of the resident’s: Concerns about wheelchair accessibility and request for adaptations. Reports of delays in repairing a gate. Associated formal complaint.
The complaint is about the landlord’s response to the resident’s: Requests for information about a housing application. Reports of required repairs in the property’s kitchen.
The complaint is about the landlord’s handling of: The resident’s request to transfer to a more suitable property on medical grounds. Reports of antisocial behaviour. Reports of a leak in the roof affecting the communal stairs. The resident’s health and safety concerns and request for a fire risk assessment. The …
The complaint is about the landlord’s response to the resident’s request for a permanent housing move. The Ombudsman also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The information within the Subject Access Request (SAR) and the data stored on the resident’s record. The resident’s concerns about staff conduct. Outstanding defects. The Ombudsman will also investigate the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns regarding staff conduct between January 2023 and February 2024. Response to the resident’s request for reasonable adjustments. Handling of restrictions on the resident’s contact between January 2023 and February 2024. Handling of repairs reported by the resident between January …
The complaint is about the landlord’s handling of: The resident’s reports of repeated leaks affecting the property. The resident’s reports of damage to her belongings. The resident’s request to be rehoused. The associated complaint.
The complaint is about the landlord's: Response to the resident’s subject access request (SAR). Handling of the resident’s concerns of a neighbour’s Right to Buy (RTB) purchase of a property. Handling of the resident’s reports of antisocial behaviour by a neighbour. Handling of the resident's reports of leaks at the …
The complaint is about: The landlord's handling of the resident’s personal belongings in his former property following a fire. The landlord's decision to restrict the resident's access to his former property following a fire.
The complaint is about the landlord’s handling of: Repairs to: Doors. A leak under the kitchen sink. A gap in a kitchen wall. A crack in the external wall next to the french doors. A damaged glass panel in the bedroom. Three airbrick vents with green discharge. A hollow wall …
This complaint is about the landlord’s handling of: Front door repairs. The associated complaint.
The resident’s complaint is about the landlord’s handling of: Squirrels in the loft of the property and repairs to associated damage. His complaint.
The complaint is about: The conduct of the landlord’s staff. A repair to the front door and boiler. The Ombudsman has also considered the landlord’s record keeping and complaint handling.
The complaint is about the landlord’s: Response to a leak and subsequent collapsed ceilings at the property. Complaint handling.
The complaint is about the landlord’s response to: the resident’s reports of a leak and associated repairs in her bedroom. the resident’s reports of damage caused to her belongings from the leak. The Ombudsman has decided to consider the landlord’s complaint handling.
The complaint is about the landlord’s: Response to damp and mould. Response to repair issues including the condition of the property at the beginning of the tenancy. Response to the resident’s concerns about the landlord’s staff and its contractors including discrimination and contact restrictions. Complaint handling.
The complaint is about the landlord’s response to the resident’s reports about: A pest infestation; An outstanding repair; Staff conduct.
The complaint is about the landlord’s response to the resident’s: Reports of drafts coming in from the windows. Request for the windows to be replaced earlier than planned. This Service has also considered the landlord’s handling of the complaint.
REPORT COMPLAINT 202230503 Magenta Living 12 July 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. This […]
The complaint is about the landlord’s response to the resident’s concerns: That a gas hob had been installed incorrectly. That its staff member had advised that the hob was safe. This Service has also considered the landlord’s handling of the resident’s complaint.
This complaint is about: The landlord’s handling of the resident’s reports of defects in their newly built property. The delay installing an electric vehicle (“EV”) charger. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Decision to no longer communicate with the resident’s chosen representative . Decision to carry out visits to the property in pairs. Level of customer service received from a landlord staff member .
The complaint is regarding the landlord’s handling of a reported noise nuisance. The landlord’s complaint handling has also been investigated.
| 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 |