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 reports of antisocial behaviour (ASB) and noise disturbance. The landlord’s handling of the resident’s concerns about soundproofing. The landlord’s handling of the resident’s request for a garden screen.
The complaint is about: The landlord’s response to the resident’s queries regarding service and management charges, including its communication on upcoming costs. The landlord’s handling of the resident’s request to deal directly with the freeholder/managing agent. Its handling of the associated complaint on the issues.
The complaint concerns: The landlord’s response to the resident’s reports of the poor condition of the balcony doors when the property was let. The associated formal complaint into this matter.
This complaint is about: The landlord’s response to the resident’s concerns about its management of a sinking fund; The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: transfer request; reports about repair issues, including: draughts from her windows; her kitchen units; garden maintenance; her boiler; request for assistance with her mobility issues; reports about discrimination.
The complaint is about the landlord’s response to the resident’s request for it to remove a tree in her front garden. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to: Reports of antisocial behaviour by the resident’s neighbours. The resident’s request to be re-housed.
The complaint is about the landlord’s handling of: The resident’s reports of noise transference from a neighbouring property. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of a flood in the property; the associated request for compensation for damaged belongings, and; the formal complaint.
The complaint concerns: The landlord’s response to reports of repairs needed relating to: A Blockage to the toilet system. An insect infestation. A leak and lack of access to kitchen facilities. Other repairs. The landlord’s response to reports of a Gas leak in April 2020. The related complaint.
The complaint is about: The landlord’s handling of a gas safety inspection at the resident’s property. The landlord’s handling of repairs to the Emergency Control Valve (ECV) on the resident’s gas meter. The landlord’s communication and the level of support provided to the resident by the landlord’s staff. The landlord’s …
The complaint is about the landlord’s response to the resident’s concerns about: his rent increase; building insurance being included in his service charge; the landlord’s communication in relation to the rent and service charge.
The complaint is about the landlord’s handling of: The resident’s correspondence sent on 17 May 2021. The associated formal complaint.
The complaint is about the landlord’s handling of: The resident’s report of damp and mould and his subsequent request for compensation. The formal complaint into this matter. The resident’s reports of cracks and poor insulation in the property.
The complaint is about: The landlord’s handling of repairs to the resident’s electric heaters. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of repair issues to the roof and the associated squirrel infestation. The resident’s request for the compensation offered by the landlord to be donated to charity.
The complaint is about: The landlord’s response to the reports of anti-social behaviour (ASB) and its handling of the relevant documentation. The landlord’s response to the resident’s request to be rehoused due to the impact of the ASB on the resident.
The complaint is about: The landlord’s handling of the resident’s reports of Anti-Social Behaviour and noise nuisance by their neighbour. The landlord’s handling of the resident’s request for a management transfer. The landlord’s complaints handling.
REPORT COMPLAINT 202202296 Southwark Council 1 November 2022 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 landlord’s response to the resident’s concerns regarding the security of the communal bike store following the theft of two bikes. The landlord’s handling of the associated complaint.
The complaint is about: The landlords handling of multiple repair issues reported by the resident including leaks in the living room and kitchen, draughts from the windows and front door; heating in the property, broken floorboards, and electrics. The landlord's response to the resident’s concerns about grounds maintenance and gardening.
This complaint is about: The validity of the landlord’s Section 20 process in respect of major works; The landlord’s response to the resident’s concerns about the major works and related consultation process; The landlord’s response to the resident’s reports of repairs to communal areas; The landlord’s complaint handling.
The complaint is about: The landlord’s handling of the repairs carried out to the bathroom tiling within the property. The landlord’s associated complaint handling.
This complaint is about the landlord’s response to the resident’s complaints about: anti-social behaviour (ASB) repairs to the bedroom window repairs to the aerial.
The complaint is about the landlord’s response to the resident’s reports of: an external wall requiring repair following a roof leak. faulty CCTV. anti-social behaviour including drug dealing and prostitution. damaged and dirty communal carpets. a delay in providing information about her rent and service charge. poor complaints handling
The complaint is about: The landlord’s handling of the resident’s concerns about the condition of the property when it was let to her. The landlord’s handling of the resident’s reports of a mouldy kitchen. The landlord’s handling of the resident’s request for pipes in the kitchen to be boxed-in. The …
The complaint is about the landlord’s handling of the resident’s: Reports of noise nuisance from his upstairs neighbour. Request for soundproofing in the property. Reports of inadequate heating in the property. Associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) and noise disturbance. The landlord’s handling of counter allegations made against the resident. The landlord’s handling of the resident’s request to be transferred.
The complaint is about the landlord’s: Handling of the resident’s reports of anti-social behaviour (ASB). Handling of the resident’s request to be moved to a new property. Complaints handling.
The complaint is about: The works the landlord completed to the loft space. The landlord’s handling of works to the radiators in the property. The landlord’s response to the representative’s request to be added as either a joint tenant or, assigned the tenancy.
The resident complains about: The landlord’s position on removal of items from communal areas; The landlord’s position on the use of a rooftop garden; The landlord’s handling of reports of bullying; The landlord’s handling of reports of contractors attending to carry out removal not complying with Covid-19 precautions, and not …
The complaint is about the landlord’s handling of: The resident’s reports of the repair issues to the guttering and downpipe. The associated complaint.
The complaint is regarding: The landlord’s handling of the resident’s eviction. The landlord’s response to the resident’s concerns about staff conduct and the level of support offered. The landlord’s response to the resident’s request for compensation. The landlord’s handling of concerns raised regarding information security and confidentiality. This Service has …
The complaint is about the landlord’s handling of: The resident’s reports of Anti-Social Behaviour (ASB) perpetrated by a neighbour, specifically, noise nuisance. The resident’s reports of an extensively overgrown garden. The resident’s reports of an issue with a drain at the property. The resident’s complaint.
The complaint is about the landlord’s: response to the resident’s reports of repair issues with her rear gate and her request to replace the dividing link fence with a wooden fence; complaints handling.
The complaint is about The level of redress provided by the landlord following acknowledged delay and failure to repair a roof leak. The associated complaints handling.
This complaint is about the landlord’s handling of the: Resident’s request to move permanently to alternative accommodation rather than on a temporary basis. Resident’s transfer application. The related complaint.
This complaint is about the landlord’s response to the resident’s concerns regarding:
The complaint is about the landlord’s response to: The resident’s reports of antisocial behaviour (ASB) and noise disturbance. The priority awarded to the resident’s housing register application. The landlord’s handling of the resident’s request to be transferred.
The complaint is about the landlord’s response to the resident’s: Concerns about the condition of the property at the start of the tenancy. Reports of repairs.
The complaint is about the landlord’s handling of: Repairs to the resident’s shower. The associated complaint.
The complaint is about: The landlord’s handling of repairs to the resident’s window. The landlord’s handling of the associated complaint.
REPORT COMPLAINT 202100661 Stockport Homes Limited 15 March 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in […]
The complaint is about: The landlord’s offer of compensation in relation to the replacement of the kitchen. The handling of the associated formal complaint.
The complaint is about the landlord’s: response to the resident’s concerns about missed appointments and poor contractor behaviour; response to the resident’s request for a new radiator; complaints handling.
The complaint is about the landlord’s handling of: Repairs to the resident’s heating system. The resident’s request for her kitchen to be replaced. Repairs to the resident’s guttering. The associated complaint.
The complaint concerns: How the landlord handled the resident’s reports of a pest infestation at the property. Complaint handling.
The complaint concerns the landlord’s: decision to decline the resident’s request for a priority move. communication and complaint-handling.
The complaint is about the landlord’s response to the resident’s reports about: The increase in service charges for the property. The time taken to deliver and the information contained within the landlord’s service charge invoices. The landlord’s handling of the option for a ‘deed of covenant’ to transfer the service …
The complaint is about the landlord’s response to: Reports of refuse and fly tipping. The storage of the resident’s bike.
| 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 |