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 the resident’s: Request for a new kitchen. Concerns about the condition of the bathroom flooring. Reports of a faulty electric shower. Concerns about window cleaning. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of a roof leak and the associated damp and mould. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of: Reports of repairs to the property. Requests for recycling services.
This complaint is about: The landlord’s decision not to upgrade the back door of the property. The landlord’s handling of repairs to the back door. We have also considered how the landlord handled the complaint.
The complaint is about the landlord’s handling of the resident’s queries about service charges. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Fire alarm tests in the block. The resident’s reports of pests. The resident’s reports of damp, mould and foul-smelling odour.
The complaint is about the landlord’s handling of: The sale of the resident’s property. The associated complaint.
The complaint is about the landlord’s: Decision to issue the resident with a letter concerning her conduct towards a member of staff in September 2022. Handling of a telephone conversation with the resident in November 2022. Handling of the resident’s reports of anti-social behaviour. Handling of the resident’s subject access …
The complaint is about the landlord’s handling of the resident’s: Reports of safety issues in the kitchen. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of an electrical house fire. Associated complaint.
The complaint is about the landlord’s handling of the: Resident’s concerns about the neighbour’s closed circuit television (CCTV). Resident’s reports of antisocial behaviour (ASB) and noise nuisance. The complaint.
The complaint is about the landlord’s handling of: The sale of the resident’s shared ownership property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about their privacy. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s request for a video doorbell. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of water ingress in the bedroom. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: A missed appointment on 3 October 2022. Contractors attending the property on 7 October 2022 and not completing repair works. Discrimination towards himself. Repairs to plastering within the property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of multiple outstanding repairs to the property including damp and mould. Associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Administration of the resident’s service charge account. Response to the resident’s request for a leaseholder panel. Complaint handling.
The complaint is about how the landlord has handled the resident’s management move. We have also considered how the landlord handled the resident’s complaint.
The complaint is about the landlord’s handling of: Sewage leaking into the resident’s property, and the associated repairs. The associated complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of damage caused to a neighbour’s garage. Response to the resident’s concerns about the landlord’s redecoration of the property’s external and communal areas. Response to the resident’s concerns that an allocated visitor parking space at the block was taken …
The complaint concerns the landlord’s handling of the resident’s concerns about outstanding repairs to his doors and fence. This report has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s: Reports of multiple longstanding and recent repairs required to the property. Associated formal complaint.
The complaint is about the landlord’s handling of the appointment of a single point of contact for the resident. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's response to the resident's: Reports of a smell coming from her sink and washing machine; Reports of damage caused by a leak from a neighbouring property; Request for new key fobs; Concerns about grounds maintenance and communal cleaning; This report has also assessed the …
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 reports of condensation, damp, and mould. The resident’s reports of noise from the bedroom floorboards. The associated complaint. The landlord’s communication with the resident.
The complaint is about the landlord’s: investigation of the resident’s reports about vibration noise; complaints handling.
REPORT COMPLAINT 202303418 The Guinness Partnership Limited 28 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 […]
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 handling of the resident’s request to sell her shared ownership property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: handling of the resident’s request for a bathroom adaptation, including its requirement for her to sign paperwork in relation to funding of the adaptation; response to the resident’s reports of holes in the bathroom following an asbestos survey.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB) due to noise. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s report of a roof leak and its communication with the resident. The landlord’s response to the resident’s request for compensation for damage to her belongings and the kitchen flooring. The landlord’s handling of the associated complaints.
The complaint is about: The landlord’s decision to upgrade the warden call system. The conduct of the landlord’s staff. The landlord’s complaint handling. The resident also raised complaints about: the landlord appointing a different contractor to install the upgrade the contractor doing the installation driving dangerously on the estate and …
The complaint is about: The landlord's handling of repairs following water ingress. The landlord’s response to the resident's concerns about the bin store. The landlord's response to the resident's reports of stolen post. The landlord's handling of the resident's service charge accounts.
The complaint is about the landlord's handling of: The kitchen replacement works. The resident’s reports of damaged flooring. The resident’s request for a kitchen extension. The associated complaint.
The complaint is about: The landlord’s response to the resident’s concerns about the standard to which tarmacking repairs have been completed. The landlord’s response to the resident’s service charge enquires, particularly concerning the service charges for external estate lights, playground repair/maintenance and air conditioning. The Service has also considered the …
The complaint is about the landlord’s: Response to the resident’s reports of ASB. Response to the residents reports of services paid for via the service charge. Increase of the service charge. Complaint handling.
The complaint is about the landlord’s response to: The resident’s reports of a bed bug infestation ; Concerns the resident raised about the housing scheme’s letting criteria; The resident’s reports of antisocial behaviour (ASB). This report will also look at the landlord’s: Complaint handling; Record keeping.
The complaint is about: The landlord's handling of the resident's service charge account and request for service charge breakdowns. The increase in service charges and their reasonableness, including communal water and management fees. The landlord’s response to the resident’s complaint about the standard of cleaning services provided. Complaints handling.
The complaint is about the landlord’s: Handling of, and communication about, the repairs at the property. Response to the resident’s request of a goodwill payment. This Service has also considered the landlord’s: Complaint handling Record keeping.
The complaint is about the landlord’s: response to the resident’s request for it to renew her windows and external doors. response to the resident’s concerns regarding the cyclical decoration of the exterior of the property. complaints handling.
The complaint is about the landlord’s handling of: The resident’s report of window repair issues. The resident’s request for window adaptations to be completed.
The complaint is about the landlord’s: handling of repairs to the property; response to the resident’s reports regarding staff conduct; communication and complaint handling, including the level of compensation offered.
The complaint concerns: The standard of garden maintenance on the resident’s estate The condition of the estate’s signage. The associated formal complaint into these issues.
The complaint is about the landlord’s: Response to the report that the gas supply had been capped since the resident moved in. Communication in relation to the consent given for the resident’s dog to live in the property. Administration of the rent and service charge account. Response to the repairs …
The complaint is about: The landlord’s handling of the resident’s rent account. The landlord’s use of a third party rent payment system. The landlord’s handling of the resident’s complaint.
The complaint is about: the landlord’s handling of a skirting repair and associated offer of compensation; the resident’s concerns that the skirting repair had been outstanding for five years; the resident’s view that the landlord discriminated against him; and the landlord’s handing 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 |