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 fire safety works. Response to the resident’s concerns about the condition of communal areas of the building. Response to the resident’s concerns about reports of problems with the back door at the property. Response to the resident’s queries concerning installing CCTV cameras …
The complaint is about: The landlord’s handling of repairs to the resident’s toilet. The landlord’s response to the resident’s reports of poor conduct from its staff and contractors. The landlord’s complaint handling.
The complaint is about the landlord’s: Offer of reimbursement (amount) to the resident for the service charge of the communal light and power. Response to the resident’s request that the landlord reimburse her for the communal electricity charges she had incurred since 2006.
The complaint is about: The landlord’s response to concerns about the suitability of the resident’s former property. The landlord’s refusal to grant the resident access to view CCTV footage. The landlord’s assertion that the resident was in rent arrears. The resident’s concerns that the landlord told other parties he had …
The complaint is about: The landlord’s response to the resident’s concerns about the hedge at the rear of her property. The landlord’s response to the resident’s report of staff conduct. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s: handling of the kitchen replacement. handling of repairs to the toilet flush. response to the resident’s concerns about contaminated drinking water. communication, complaint handling and offer of compensation.
The complaint concerns how the landlord handled: The resident’s reports of fly tipping and rubbish being dumped at the rear of the building. The resident’s request to have CCTV installed. Repairs to the lock of the rear gate.
The complaint is about the landlord’s handling of: The resident’s request for service charge information. The resident’s reports that they had been overcharged. The resident’s concerns about whether the lease allows the landlord to charge an administration fee.
The resident complains about: the landlord’s handling of the removal of her car; the landlord’s handling of her subsequent formal complaint, and; the landlord’s handling of her formal complaint about harassment and discrimination.
This complaint is about the landlord’s response to the resident’s concerns regarding the: reports of anti-social behaviour (ASB) from Neighbour A. landlord’s communication about the parking bay. the related complaint.
The complaint is about The level of service charge for the year 2021/22. Failure to provide a resident warden. The administration of a surplus in the service charge accounts. Complaints handling.
The complaint is about the landlord’s response to the resident’s: transfer request; reports about repair issues, including: draughts from her windows; her kitchen units; garden maintenance; her boiler; request for assistance with her mobility issues; reports about discrimination.
The complaint is about the landlord’s handling of: The resident’s reports of a flood in the property; the associated request for compensation for damaged belongings, and; the formal complaint.
The complaint is about the landlord’s handling of: The resident’s report of damp and mould and his subsequent request for compensation. The formal complaint into this matter. The resident’s reports of cracks and poor insulation in the property.
The complaint is about: The landlord’s handling of the repairs carried out to the bathroom tiling within the property. The landlord’s associated complaint handling.
The complaint is about: The works the landlord completed to the loft space. The landlord’s handling of works to the radiators in the property. The landlord’s response to the representative’s request to be added as either a joint tenant or, assigned the tenancy.
The complaint is about the landlord’s handling of: The resident’s reports of the repair issues to the guttering and downpipe. The associated complaint.
The complaint is about: The landlord’s offer of compensation in relation to the replacement of the kitchen. The handling of the associated formal complaint.
The complaint concerns the landlord’s: decision to decline the resident’s request for a priority move. communication and complaint-handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The resident’s reports about the heating at the property. The resident’s request for a decant (temporary move). The resident’s application for a property transfer.
The complaint concerns the landlord’s handling of: Reports of faulty electrics at the property. Reports regarding the communal and bin doors being broken and accessed by non-residents. The related complaint.
The complaint is about the landlord’s handling of the resident’s reports of: The smell of petrol fumes from his neighbour’s property. Noise nuisance.
The complaint is about the landlord’s handling of: Report of repair issues to the roof. Report of repair issues to patio doors. Report of repair issues to windows. The resident’s request for compensation for redecoration following fire place removal. The resident’s report of damage to the fencing. The formal complaint.
The complaint is about: The landlord’s response to the resident’s request to be reimbursed for increased water bills following a leak. The landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s annual gas service. The landlord’s handling of radiator repairs. The landlord’s administration of the resident’s rent account. The landlord’s communication and complaint handling. Staff entering the resident’s home without permission. The landlord’s handling of and response to the resident’s request …
The complaint concerns how the landlord: responded to the resident’s reports of a leak in the property. how it handled the associated repairs.
The complaint is about: the compensation offered to the resident by the landlord for the loss of heating and hot water. the landlord’s handling of the resident’s complaint.
This complaint is about the landlord’s handling of the resident’s reports of: repairs required to the electrics in the property including the associated removal of asbestos material. clearance of rubbish from the garden the related complaint.
The complaint is about: The landlord’s response to the resident’s reports about its responsibility for repairs and maintenance in the grounds of his estate under the terms of his lease. The landlord’s handling of the resident’s reports of communal repairs to his building. The landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of a leak in her bathroom Complaint handling (including the level of compensation it awarded)
This complaint is about the landlord’s handling of: the resident’s attempt to sell his property; the resident’s fire safety concerns; its buy back of the resident’s property; the related complaint.
This complaint is about the landlord’s response to: the resident’s report of human waste coming through the ventilation unit in the bathroom. the related complaint
The complaint is about the landlord’s handling of the resident’s reports about a leak. The landlord’s associated complaints handling has also been investigated.
The complaint is about: The landlord’s handling of issues with the drainage system at the resident’s property. The landlord’s complaints handling.
This complaint is about the landlord’s: Response to a rat infestation at the property; Response to the resident’s related request to cover the property’s garden with flagstones; complaint handling.
The resident’s complaint is about the landlord’s handling of: Various repairs to the communal areas, in particular to the lobby door, windows and the lift. Delays responding and its level of care and service.
The resident has complained about: The landlord’s handling of repairs to her property, in particular repairs to the intercom / buzzer, a leak through the skylight window, a faulty shower, and the heating system. The landlord’s Covid-19 ‘No Visitor’ policy which prevented access to her support bubble. The conduct of …
The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance and aggressive behaviour by his neighbour’s dog. The associated complaint handling.
The complaint is about the landlord’s response to the resident’s reports about: Communal lighting. An intercom system.
The complaint is about the landlord’s: Handling of the resident’s gas safety concerns. Complaint handling.
The complaint is about: The landlord’s handling of repairs to the resident’s shower following a leak. The landlord’s handling of the associated complaint.
This complaint is about the landlord’s handling of the resident’s reports of: Anti-social behaviour (ASB) by his neighbours. Repairs to the TV aerial and paving slabs. The related handling of the complaint.
The complaint is about: The landlord’s response to the resident’s reports of a leak in the storage cupboard at her property and the handling of the repairs. The landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s report of noise disturbance the resident’s request for sound proofing the related complaint.
The complaint is about the landlord’s handling of: Guttering repairs for the resident’s building. Communal grounds maintenance. Restrictions placed on the resident’s contact with the landlord. The resident’s concerns about the level of the service charge.
The complaint is about: The landlord’s handling of repairs to a vent and the heating system at the resident’s property. The landlord’s complaints handling and its decision to apply compensation awarded during the complaints process to the resident’s rent arrears.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould. The landlord’s complaints handling.
The complaint is about: The landlord’s administration of the resident’s service charge, including its decision to change the service charge invoicing date. The standard of services provided in respect of which a service charge is levied. An increase in the cost of the resident’s service charge. The landlord’s handling of …
The complaint is about the: Support given by the landlord to the resident following her giving notice to quit the tenancy and the landlord’s application of its breach of tenancy policy. Level of redress offered by the landlord in relation to: The shrubs destroyed by the neighbour. Its response to …
The complaint is about the landlord’s response to the resident’s reports about: The front gate. The heating system.
| 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 |