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.
This complaint is about the landlord’s: response to the resident’s: request for alternative accommodation; reports of anti-social behaviour (ASB); reports of cockroaches; concerns about balcony issues and parking; reports of various repair and maintenance issues; Complaint handling.
The complaint is about the landlord’s: Handling of the sale of the resident’s interest in her shared ownership property. Response to the resident’s request that it buy back her share of the property. Complaints handling.
The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance from his and a neighbour’s light switches. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s concerns regarding its grounds maintenance with regards to weeds. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s management of the resident’s rent account and her dissatisfaction with the credit reimbursed by the landlord. The landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: The resident’s concerns about cyclical works to steps at the rear of her property and installation of new stones. The resident’s concerns about the conduct of operatives and staff. The associated complaint.
The complaint is about the landlord’s: Handling of the resident’s concerns regarding the CCTV at the property prior to 2021. Response to the resident’s concerns that the CCTV at the property had not been upgraded as agreed in 2021. Handling of the resident’s complaint and its record keeping.
The complaint is about:
REPORT COMPLAINT 202200713 Great Places Housing Association 2 March 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: providing incorrect information to the resident to arrange a gas safety check; declining to disclose full names of staff members. The complaint is also about the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of a leak to the communal area of their block. Handling of required actions identified during a Fire Risk Assessment (FRA). Adherence to Section 20 consultation requirements. Complaint handling and communication. Record keeping.
REPORT COMPLAINT 202205550 Bournemouth Churches Housing Association Ltd 1 March 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The complaint is regarding the landlord’s: Response to the resident’s concerns about the suitability of his property. Response to the resident’s reports of anti-social behaviour (ASB). Handling of the resident’s mutual exchange application. Response to the resident’s repair reports, including with regard to the heating and damp and mould. This …
The complaint is about: The landlord’s decision not to remove charges for repair works for leaks from the resident’s service charges. The landlord’s administration of the service charge account. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s: Requests for sound insulation to be installed in the property. Reports of repairs to the property. The Ombudsman had also considered the landlord’s handling of the related complaint.
The complaint is about: The level of rent charged by the landlord for the property. The landlord’s response to the resident’s request to be rehoused or to buy her home. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports about damp and mould including its handling of the resident’s repair requests, including roof, window, brickwork, and extractor fan repairs. The landlord’s response to the resident’s request to be compensated for the damage caused to their possessions by damp. …
The complaint is about: The landlord’s handling of the resident’s reports that there was no hot water in the property. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of tiling repairs in her kitchen and bathroom. The associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of outstanding repairs at the property. Complaint handling.
The complaint concerns the landlord’s handling of reports of water ingress into the resident’s property and the level of compensation it offered. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202114590 Yorkshire Housing Limited 1 March 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 case. […]
The complaint is about the landlord’s handling of the resident’s reports about: the signup process. the condition of the flooring at the start of the tenancy. the heating. the door entry system. electrics comprising the oven and hob, external lights, and extractor fans. The Ombudsman has also considered the landlord’s …
The complaint was about: The landlord’s response to the resident’s reports of antisocial behaviour.(ASB) The resident’s request to install sound-proofing insulation. The landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of an alleged illegal structure built by the neighbour in the back garden and associated staff conduct. Response to the resident’s reports of an insecure fence. Response to the resident’s reports of outstanding repairs at the property. Complaint handling.
The complaint is about: The landlord’s handling of repairs to the resident’s property. The landlord’s handling of the process of moving the resident to a new property. The Ombudsman has also considered the landlord’s consideration of the resident’s disability, health and wellbeing.
The complaint is about the landlord’s: Response to the resident’s concern’s over the accuracy and transparency of service charge billing. Response to the resident’s request for her rent increase letter regarding the 2022/23 period. Handling of the resident’s complaint. Response to the resident’s concerns that it had overcharged her in …
The complaint is about the landlord’s response to the resident’s reports of: Excessive noise and anti-social behaviour from a neighbour. Drainage problems at the rear of the property. A tree in a neighbouring garden that overhangs the resident’s property.
The resident complained about the landlord’s handling of: Repairs to the property reported in August 2021. Their request for a management transfer.
The complaint is about the landlord’s handling of the resident’s reports of noise disturbance from Flat A. The landlord’s response to the related complaint
This complaint is about the landlord’s: Response to various issues including: leaks, damp, asbestos and a defective boiler; Handling of the resident’s vulnerabilities, health and welfare concerns; Complaint handling;
This complaint is about the landlord’s handling and response to the: issue of an eviction notice; resident’s reports of noise disturbance and ASB; resident’s report of an incident with a warden; disposal of items following the resident’s eviction; reports of repairs including to the intercom system; related complaints.
The complaint is about the landlord’s handling of: Major works to the property and the necessary decants for the works to be carried out. The conduct of the contractors carrying out the work at the property. The level of compensation offered by the landlord. This Service has also considered the …
This complaint is about the landlord’s response to: The resident’s concerns about the condition of the property when let. The resident’s request for an eye level oven in her kitchen.
The complaint concerns: The landlord’s handling of the resident’s application for a disability adaption to the property. The related complaint.
The complaint is about: The landlord’s response to the resident’s reports of damage to his mirror. The landlord’s response to the resident’s requests for storage whilst external works were carried out to the building. The landlord’s management of external works to the building.
The complaint is about the landlord’s handling of: The resident’s reports of a neighbour’s CCTV installation. The residents reports of ASB by a neighbour. The Complaint handling.
The complaint is about the landlord’s: handling of the resident’s report of antisocial behaviour (ASB); handling of the resident’s associated complaint.
REPORT COMPLAINT 202125333 Hightown Housing Association Limited 26 June 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 handling of: The resident’s reports of anti-social behaviour (ASB) from a neighbour. Repairs to the resident’s bathroom following leaks. The subsequent complaint.
The complaint is about the landlord’s: Response to the resident’s report of an oil leak and the level of compensation offered by the landlord. Complaint handling.
The complaint is about: the landlord’s response to the resident’s reports of repairs to the bathroom. an injury which the resident sustained when using the bathroom. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s: response to the resident’s request for information regarding its contractor’s reports; response to the resident’s request for information regarding her neighbour’s reports; complaints handling.
The complaint is about the landlord’s: Response to its contracted parking company wrongly issuing parking tickets to the resident. Complaint handling.
The complaint is about: The repairs service provided by the landlord. The landlord’s actions in response to Occupational Therapist adaptations to the property. The landlord’s response to the resident’s request for a decant. The landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports that her neighbour had removed her washing line from a communal area. Response to the resident’s reports of alleged anti-social behaviour by her neighbour. This investigation has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of regeneration works to the building and estate including: The provision of information about and notice of the works. The loss of allocated disabled parking bays. The commencement of works to construct a new block prior to the works being completed to the …
The complaint is about: the level of service charges compared with other properties on the development. the landlord’s response to the resident’s concerns and queries in relation to service charges and the service provided.
The complaint is about the landlord’s response to: The resident’s reports about a member of staff. The related complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Response to the resident’s concerns about staff conduct. Handling of the resident’s 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 |