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 follow-on works from its previous gas safety service in January 2020. The landlord’s handling of the resident’s annual gas safety service. The landlord’s handling of the associated complaint.
The complaint refers to: The landlord’s handling of the resident’s reports of repairs needed to the external doors of the property, the wooden external panels and her concerns about pests in the property. The resident’s further concerns related to new repair issues, including a leak into her shower room and …
The complaint is about the landlord’s: response to the resident’s reports of a leak in her bathroom; response to the resident’s request that it refund the cost of her emergency builder; communication following the resident's request for the release of its call recordings; decision to only allow its staff to …
The complaint is about the length of time taken by the landlord to complete restorative repairs at the resident’s property. 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 allegations of non-compliance with policies set out by the Department for Levelling Up, Housing and Communities (DLUHC) and the Regulator of Social Housing (RSH), as well as guidance from HouseMark. The process by which the landlord calculated its service charge …
The complaint is about the landlord’s response in respect of: The resident’s reports about delays in completing repairs in the property (including the kitchen floor repairs). The resident’s request to be moved to a suitable property in a suitable location through the local authority through the landlord The landlord’s complaint …
The resident complains about: The time taken for the landlord to complete a repair to the kitchen door. How the landlord handled his complaint about the kitchen door repair. The time taken for the landlord to complete plastering work to the bathroom. How the landlord handled his complaint about the …
The complaint is about the landlord’s response to the resident’s reports of: A leak from a neighbouring property and compensation for damaged goods and decorations. Anti-social behaviour (ASB) including noise and nuisance. Fly tipping at the property. The landlord’s complaint’s handling.
The complaint is about: The landlord’s response to the resident’s report of a rat infestation. The landlord’s delays in its complaint handling.
The resident complains about the landlords handling of:
The complaint is regarding the landlord’s: Handling of a repair following a reported leak. Response to the resident’s request for replacement flooring damaged by the leak. This Service has also considered how the landlord managed the resident’s complaint through its complaint procedures.
NOTE: AMENDED INVESTIGATION REPORT Case Ref: 202016889 Created by Gillian Lowdon on 15/12/2021 10:45:24 Title: NOTE: AMENDED INVESTIGATION REPORT Category: Case Notes Activity Date: 15/12/2021 Body:
The complaint refers to: The landlord’s handling of the repairs needed to the resident’s front and back doors, windows and cupboard door in her bedroom. The resident’s concerns about repairs needed to her kitchen and plastering . The landlord’s handling of the associated complaint.
The complaint refers to: The landlord’s response to the resident’s reports of a leak at the property. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s response to the resident’s concerns about defects in her property. The landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns about the removal of the communal fire alarm at the property. Response to the resident’s reports of repairs required at the property following the installation of the communal fire alarm. Decision to include charges for the maintenance of the …
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour consisting of neighbours leaving rubbish and personal items in communal areas. The landlord’s complaint handling.
The complaint is about the landlord’s response to: Repairs within the resident’s property and within her block prior to July 2017. Concerns raised about renovation works to the resident’s block of flats between 2003 and 2005. The resident’s concerns that there was no caretaker for the building, and that the …
This complaint is about how the landlord handled: The resident’s report of fly-tipping outside her property following a mutual exchange. A report that the resident had disposed of rubbish in bins allocated to other properties. This complaint is also about the landlord’s complaint handling.
The complaint is about:
REPORT COMPLAINT 202108509 Longhurst Group Limited 18 November 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. This […]
The complaint is about: The repairs service provided by the landlord. The landlord’s response to concerns regarding staff conduct. The landlord’s complaint handling.
The complaint concerns the landlord’s: handling of the resident's anti-social behaviour reports concerning a neighbour. handling of the resident’s request for a management move. handling of repairs and maintenance issues. response to her complaint about staff conduct.
The complaint is regarding: The tone of the landlord’s communication. How the landlord sought to arrange an electrical test at the resident’s property. The landlord allegedly victimising the resident.
The complaint refers to: The landlord’s handling of the resident’s reports of a lack of hot water in his property and the compensation offered. The resident’s concern regarding the landlord’s comments about his behaviour and issues accessing the property to carry out repairs. The landlord’s handling of the associated complaint.
The resident complains about:
REPORT COMPLAINT 202010775 Lambeth Council 23 November 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. This is set […]
The complaint is about: The landlord’s handling of toilet repairs at the property. The landlord’s communication regarding rent payments. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s concerns about a repairs visit to his property on 24 November 2020. Delays in the landlord’s complaint responses.
The complaint is about the landlord’s response to the resident’s reports of repair issues with her bathroom and kitchen, and the amount of compensation subsequently offered. The Ombudsman has also considered the landlord’s complaint handling in this investigation.
The complaint is about the landlord’s response to the resident’s reports of damage to her property caused by a defective external wastepipe. The report will also address the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s reports of antisocial behaviour (ASB).
This complaint is about: The level and reasonableness of the resident’s service charges. The landlord’s handling of the resident’s concerns regarding: Roof repairs. External painting of the block. The standard of the grounds maintenance service. Car parking.
The complaint is about the landlord’s response to the resident’s: report of a water leak into her property. associated complaint.
The complaint is about the landlord’s response to the resident’s reports of: The quality of cleaning to the windows at the property. The contractor's conduct and use of PPE. The landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s complaint about the administration of his service charge/rent account. The level and reasonableness of the resident’s service charges.
The complaint is about the landlord’s handling of: - The resident’s report of a flood in her bathroom. The resident’s reports of consequential damage to the bathroom and kitchen. The resident’s complaint.
REPORT COMPLAINT 202112196 London & Quadrant Housing Trust 19 November 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 handling of a toilet blockage from 2019 – 2020. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of:
The complaint is about the landlord’s: response to the resident’s reports of a leak at his property and the amount of compensation subsequently offered; complaints handling.
The complaint is about: The height of trees in a neighbouring garden. The landlord’s response to the resident’s concerns about the above.
The complaint is about: The landlord’s handling of the resident’s reports of a range of different repairs, including leaks, damp and mould. The landlord’s complaint handling. The impact the condition of the resident’s property had on her family’s health.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Response to the concerns raised by the resident about subletting. Decision to issue the resident with an acceptable behaviour contract. Response to the resident’s concerns about the number of visitors to the upstairs flat. Response …
The complaint is about the landlord’s response to the resident’s reports about:
The complaint is about:
The complaint is about the landlord’s response to the resident’s reports about:
REPORT COMPLAINT 202016004 Southwark Council 16 November 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. This is set […]
The complaint is about the landlord’s: Response to the resident’s reports of damage to the property’s front door. Delay in setting up the resident’s rent and service charge account. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: reports of boiler repairs prior to September 2020. reports of boiler repairs in September 2020. complaint that the landlord’s contractor damaged her flooring. subsequent formal 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 |