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 refers to: The landlord’s response to the resident’s reports of a water leak into her property. The resident’s concern that she should be paying her service charge directly to the managing agent of the building instead of the landlord. The resident’s concerns about the level of her service …
The complaint is about the landlord’s: Response to the resident’s concerns regarding the requirement to carry out fire safety remedial works in the building which he owns a property in. Response to the resident’s concerns that it was not responsible for works to upgrade or renew the front entrance door …
The complaint is about the landlord’s handling of the leaseholder’s complaint about: His reports of a leak outside his property. His request for information on making an insurance claim. Events that occurred after the final complaint response of 7 December 2020.
The complaint is regarding: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of ASB reports made against the resident. The landlord’s complaint handling.
The complaint concerns: The landlord’s response to the resident’s reports of the condition of the communal bin store serving her property; it’s decision to decline the resident’s request for a management transfer; the effect the situation has had on her family’s health; how the resident’s request to be rehoused on …
The complaint is regarding: The landlord’s handling of repairs to the resident’s underfloor heating system and its subsequent offer of compensation. The landlord’s decision to offset some of the compensation awarded to the resident against her rent arrears. The landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s service charge account. The landlord’s handling of the resident’s request for a credit in relation to charges for scaffolding. The landlord’s handling of the resident’s complaint.
The complaint refers to the landlord’s response to the resident’s concerns about: The grounds maintenance provided at the property. The service charge associated with grounds maintenance at the property.
The resident complains: That she and her late husband were not informed and consulted before a development project commenced. About the landlord’s response to reports of noise disturbance and vibration from construction work at an adjacent development site, and the level of support provided. That allocated parking was not provided …
REPORT COMPLAINT 201910580 London & Quadrant H T 19 May 2021 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 is about the landlord’s response to the resident’s: reports regarding the conduct of the landlord’s employee; reports regarding parking enforcement and works; reports regarding repairs to a communal door; request for information regarding her service charge; request for the window cleaning schedule, lift maintenance schedule, and for grounds …
The complaint is about the landlord’s: Response to the resident’s reports of repair to an aerial. Response to reports from the landlord’s contractor of abusive behaviour by the resident. Complaint handling.
The complaint is about: The landlord’s offer of redress in relation to the repairs service it provided to the resident between 2015 and 2017. The landlord’s response to remove rent arrears on the resident’s rent account. The landlord’s response to the resident’s request for a management move. The landlord’s complaint …
The complaint is about: The landlord’s handling of the resident’s repair request The compensation offered by the landlord for a lack of heating The process and condition of the property at the start of the resident’s tenancy; and The landlord’s decision to increase the rent. The Ombudsman has also considered …
The complaint is regarding landlord’s response to the resident’s concerns about: a faulty boiler at her property. her succession application. her Subject Access Request. the issues with her boiler affecting her health. the associated complaint.
This complaint is about: The landlord’s handling of the resident’s concerns following a fire in his building. The landlord’s handling of the resident’s request to move. The landlord’s handling of, and response to, the findings of the building’s 2018 Fire Safety Assessment.
The complaint concerns: the landlord’s handling of the resident’s reports of excessive heat and cold in the property. the landlord’s complaint handling. the landlord’s handling of the resident’s reports of mould and condensation in the property. the impact the condition of the property had on the resident and her family’s …
The complaint is about the landlord’s handling of the resident’s: request for CCTV to be installed; requests for repairs to the communal door; reports of littering around the property; associated formal complaint.
The resident complains about the landlord’s handling of the reported electromagnetic field (EMF) disturbance in her flat. This Service will also consider the landlord’s complaints handling.
The complaint is about the landlord’s: response to the resident’s concerns regarding the parking at the property, response to the resident’s reports of antisocial behaviour (asb) at the property, complaint handling.
The complaint is about the landlord’s handling of:
The complaint is about the landlord’s: Response to the resident’s report about a fault with the boiler. Complaint handling.
The complaint is about the landlord’s: response to the resident’s reports of no heating in her property, response to the resident’s report of damp and mould in the bathroom of the property, handling of the associated complaint.
The complaint is about the landlord’s handling of: repair work in respect of mould and damp in the resident’s property. the associated formal complaint.
This complaint is about: The landlord’s response to the resident’s reports of issues with parking at this property. The landlord’s response to the resident’s request that the windows in his bathroom and kitchen be replaced. The landlord’s response to the recommendations made in an inspection of mould in the resident’s …
The complaint is about the landlord’s: Response to the resident’s concerns regarding fire safety Response to the resident’s concerns regarding service charges for fire safety and maintenance Complaint handling
The tenant has complained that: The landlord took too long to refund a service charge credit The landlord took too long to respond to concerns about fire safety; including repairs to smoke/heat detectors and an emergency light The cyclical decorating works to the communal areas were overdue The landlord took …
The complaint is about the landlord’s response to the resident’s: allegations of not maintaining the drainage system at the property; request to make a claim for damages; associated formal complaint.
The complaint is about: the administration of service charges the landlord’s handling of the associated formal complaint.
The complaint is about: The accuracy of the fire safety assessment completed by the landlord in relation to the building which the resident owns a property in. The landlord’s response to Government guidance on fire safety and cladding in relation to the building which the resident owns a property in.
REPORT COMPLAINT 201916043 London & Quadrant H T 21 January 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all […]
The complaint is about the landlord’s: Response to Government guidance on fire safety and cladding in relation to the building which the resident owns a property in. Request for the resident to pay its legal fees in relation to her application to sub-let the property. Complaint handling.
The complaint is about: The landlord’s administration of the resident’s rent account The landlord’s complaint handling
The complaint is about: The condition of the property when the resident moved in; The landlord’s handling of the subsequent repair works; The level of compensation offered.
| 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 |