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 how the landlord has handled the following: Request to be rehoused. Reports of discrimination by the landlord. Reports of anti-social behaviour, specifically sexual harassment Reports of damp and mould in the property.
The resident’s complaint is about: The handling of the resident’s request to be transferred to suitable alternative accommodation. The landlord’s handling of requests for repairs following flooding from a neighbouring property. The landlord’s handling of the removal of asbestos from the resident’s property. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports regarding: Flooding in the property and the subsequent damage. The suitability of the temporary accommodation provided. The neighbour breaking into the property and theft of mail. Damage caused to possessions while transported by the landlord’s removals contractor. A mice …
The complaint is about the landlord’s: Handling of the resident’s reports of a leak in the bathroom and follow‑on works Handling of the resident’s concerns about the window replacement and window repairs. Response to the resident’s reports of repair to the bath overflow and mixer taps. Response to the resident’s …
The complaint is about the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB). Reports of harassment by noise nuisance. Request to be rehoused. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of leaks from the upstairs flat. The landlord’s response to the resident’s reports of noise transfer from the upstairs flat. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to: The resident’s concerns about the level of increase in service charges. The resident’s request for information about a service charge increase. The resident’s request for a management pack. The resident’s complaint.
The complaint is about the landlord's handling of the resident's reports of: A leak and the associated damp and mould. Pests. Repairs to the front door and kitchen. The Ombudsman will also investigate the landlord’s complaints handling.
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Complaint about its contractor. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of no gas or heating. The landlord’s handling of the resident’s request for a new kitchen and bathroom. The landlord’s decision to place contact restrictions on the resident. The landlord’s decision to take the resident to court for the …
The complaint is about the resident’s reports of: Repairs required to the property following a fire. Antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs. Request for a refund of council tax. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Response to the resident’s concerns about the condition of the property when let. Handling of the resident’s requests for various repairs needed in the property. This Service has also considered the landlord’s handling of the complaint.
This complaint is about the landlord’s handling of the resident’s concerns about the temperature of her property and a front door replacement. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of defects . The landlord’s handling of the resident’s request for compensation for the damage to her possessions. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: The reported damp and mould issues. The resident’s request for compensation for damage to furniture. The associated complaint.
The complaint is about the landlord’s handling of a roof leak. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of subsidence at the property. The associated complaint.
The complaint is about the landlord’s: Handling of the gas leak. Handling of concerns about the conduct of the contractors during a subsequent visit. This report has also taken into consideration the landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of: a boundary dispute with a neighbouring property. the resident’s reports of anti social behaviour (ASB) by the neighbour. the complaint.
The complaint is about the landlord’s: Response to the resident's queries regarding the reasonableness of service charges paid. Response to the resident’s concerns about internal fire compartmentation in the building. Handling of the resident’s concerns about the delays to cladding remediation works. This investigation also considers the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Reports of damaged belongings. Concerns regarding her and her family’s health and wellbeing. Complaint about the level of compensation.
The complaint is about the landlord’s: Handling of allegations of anti-social behaviour (ASB) about the resident. Handling of the resident’s reports of harassment. Complaint handling.
REPORT COMPLAINT 202115852 Home Group Limited 15 May 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. […]
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould, and the associated repairs. The resident’s reports of anti social behaviour (ASB). Allegations of ASB made against the resident. The investigation into an alleged incident between the resident and a member of its staff. The …
The complaint is about: The landlord’s handling of reports of antisocial behaviour (ASB) about the resident. The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) about his neighbour.
This complaint is about the landlord’s response to: The resident’s concerns about the frequency of lift breakdowns at his block and the time taken for repairs to be completed. The resident’s concerns about the impact the lift outages were having on him given his vulnerabilities. This complaint is also about …
The complaint is about the landlord’s handling of: The resident’s reports of heat loss and repairs to the lounge window and back door. The complaint.
The complaint is about the landlord’s response to the resident’s: Concerns about its request for rent in advance of a property viewing. Request for decoration vouchers. Request to repair shelving. Reports of an issue with the flooring. Request for redress of council tax. The Ombudsman has also considered the landlord’s …
The complaint is about the landlord’s response to the resident’s reports of a contaminated water supply. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s request to sell her shared ownership property. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s: Response to the resident’s request to buy the property’s freehold. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s report of a roof leak and other outstanding repairs. Response to the resident’s rent query. Complaint handling.
The complaint is about: The landlord’s handling of the resident’s request for a kitchen and bathroom replacement. The landlord’s handling of outstanding repairs to the property.
The complaint is about the landlord’s handling of: Repairs required to the resident’s window following a leak. The associated complaint.
The complaint is about the landlord’s handling of: Administration of service charges and rent account. Reports of disrepair and provision of cyclical works. The complaint.
The complaint is about the landlord’s: handling of the resident’s application for a housing transfer; record keeping; handling of the resident’s concerns about the structural safety of his property; handling of the resident’s associated complaint.
The complaint is about the landlord’s handling of: Plastering repairs to the resident’s bedroom and living room. Repairs reported by the resident including repairs to the floorboards in the living room due to a woodworm infestation, repairs to the bathroom, repairs to the gutters and subsequent reports of damp and …
The complaint is about the landlord’s handling of the resident’s: Reports about the security of her bedroom windows and door. Formal complaint.
The complaint is about: The landlord’s handling of the rent account. The installation of solar panels and provision of certification. The landlord's handling of concerns regarding the efficiency and cost of the heating system. The landlord's handling of reports of damp and mould. The landlord's handling of the complaint.
The complaint is about the landlord’s: Response to repair issues. Response to the resident’s request to be rehoused.
The complaint is about the landlord’s handling of: The resident’s report of a water leak from an upstairs property into her bathroom and the associated repairs. The planned kitchen replacement. The resident’s concerns regarding staff conduct. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A leak in the resident’s home, and the resulting damp and mould. The associated complaint.
The complaint is about the landlord’s response to the resident’s: Request for a lift repair. Request for a window repair. Reports of antisocial behaviour in the communal bin shed. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to the patio doors and bedroom window. Repairs to the bathroom extractor fan. Repairs to the front and back doors.
The complaint is about the landlord’s handling of the resident’s: Reports of repeated flooding at his property. Claim for compensation for damage to his possessions. Complaint.
The complaint is about the landlord’s handling of: Issues with the resident’s gas appliances and roof. Repairs to the resident’s kitchen, taps and boiler following a leak in the property. The associated complaint.
The complaint is about the landlord’s handling of: Reports of uncovered wiring. Repairs to the bathroom wall. Repairs to the balcony door. Repairs to the bedroom window. The resident’s complaint.
The complaint is about: The landlord’s decision to restrict the resident’s contact. The landlord’s response to the resident’s request for the landlord to apply a £400 rebate to his electricity account. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about a right to buy (RTB) application. This Service has also considered the landlord’s handling of the complaint.
| 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 |