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 condition of the property when the resident moved in. The information provided about the property. The landlord's handling of repairs to the property. The landlord’s response to the resident’s request for costs incurred.
The complaint is about: The landlord’s handling of the resident’s reports of repairs to: Plumbing – Water tank/boiler, shower, taps and drainage; Roof leak and ceiling damage; Window; Garage door. The landlord’s complaint handling .
The complaint is about the landlord’s handling of the resident’s concerns about: The level of insulation in the property. The condition of the external brickwork. The condition of the heating system. This Service will also assess the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of repairs to the bathroom. The Ombudsman has also considered the landlord’s complaint handling in this case.
The complaint is about the landlord’s response to the resident’s: Request for a hardstanding driveway to be installed to her property. Concerns about the installation of the driveway. Associated complaint.
This complaint is about the landlord’s: Handling of major adaptations to the property; Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Neighbours littering. A fence needing repair. Issues with her rent account. A noise nuisance.
The complaint is about the landlord’s handling of the resident’s: Reports of smells from the bin store located beneath her flat. Request to be moved. Request for a rent reduction.
The complaint is about the landlord’s handling of: The resident’s reports about the condition of the property at the start of his tenancy. The resident’s reports of repairs required to: The boiler – heating and hot water. The kitchen flooring. The windows. The kitchen units. The resident’s reports of a …
The complaint is about the landlord’s handling of: outstanding repairs to the property. a telephone call on 26 and 28 April 2022 regarding the rent account. The landlord’s complaint handling has also been investigated. The landlord’s knowledge and information management has also been investigated.
The resident has complained about: the landlord’s handling of reports of issues with estate waste management, including its handling of littering and fly tipping. the landlord’s handling of her reports of washed laundry on balconies and walkways. the landlord’s handling of her request that all lease and tenancy agreements have …
The complaint is about the landlord’s handling of: The administration of the resident’s service charge account after he staircased to 100% ownership of the property. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to the mains water pipe. Water quality concerns. Application of its permissions policy.
The complaint is about the landlord’s handling of: the resident’s reports of damp and humidity; other repairs to the property, and the resident’s associated concerns; the resident’s reports of pest control issues; the resident’s complaint.
The complaint is about the landlord’s: Handling of the resident’s reports about antisocial behaviour (ASB). Handling of the resident’s reports about its officers’ conduct and behaviour. Implementation of its unreasonable behaviour policy. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about:
The complaint is about the landlord’s: Handling of void repairs at the property. Handling of a deep clean before the property was let to the resident. Handling of offers of accommodation in 2018 and the level of priority banding allocated to the resident in 2021. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s concerns about the glass balconies near his home. The subsequent complaint.
REPORT COMPLAINT 202204996 Metropolitan Thames Valley Housing (MTV) 23 November 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 resident’s complaint is about the landlord’s: Enforcement of its tenancy terms regarding: Dogs; Items left in communal areas; Use of the car park; Antisocial behaviour (ASB); Delivery of gardening services and its handling of the service charge dispute that arose from this; Increase to the service charge level; Response …
The complaint is about: The landlord’s response to the resident’s reports of leaks within the bathroom. The landlord’s response to the resident’s complaint.
The complaint is about: The landlord’s response to the resident’s report of faulty wiring in the property at the time the electrical installation certificate was signed off. The landlord’s handling of the resident’s complaint.
The complaint concerns the landlord’s handling of: Repairs to the resident’s property’s sash windows. Damp and mould in the bathroom. The resident’s concerns about the heating control electrical cable. The resident’s complaint.
The complaint is about: The landlord’s handling of, and response to, the resident’s reports of an infestation of cockroaches. The landlord’s response to the resident’s request that it repair a shower hose. The landlord not reviewing the contact agreement it had in place since December 2019. The landlord’s complaint handling …
The complaint is about: The landlord's handling of the resident's enquiries regarding damage to a property within the building. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Handling of a waste pipe leak and follow-on works. Customer service and staff conduct. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s request for repairs to the property. The associated delays.
The complaint is about the landlord’s; handling of the resident’s reports of antisocial behaviour (ASB). response to the resident’s reports about the conduct of its staff. complaint handling.
The complaint is about the landlord’s handling of the resident’s: Rehousing application. Reports of anti social behaviour (ASB). Formal complaint.
The complaint is about: The landlord’s response to the resident’s concerns about the temperature of the water and the water pressure. The associated complaint.
The complaint is about the landlord’s: Handling of repairs including damp and mould throughout the resident’s property. Response to the damage caused to household items at the property, the impact on her health and an injury sustained. Response to reports of fly-tipping and pest infestations at the property. The Ombudsman …
The complaint is about the landlord’s handling of: the resident’s reports of racial anti-social behaviour (‘ASB’) from her neighbours. the resident’s concerns about racist language used in documents submitted to court. The Ombudsman also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of: the repairs to the guttering the subsequent complaint.
The complaint is about the landlord’s handling of: Overgrown trees located at the front and rear of the resident’s property. A leak at the property. The replacement of the resident’s kitchen. The associated complaint.
This is about the landlord’s response to the resident’s reports of: Communal repairs. A notice put up by a member of the landlord’s staff. Antisocial behaviour (ASB).
The complaint concerns the following: The support provided to the resident as part of the licence agreement. The landlord’s response to the resident’s reports about staff behaviour. The landlord’s response to the resident’s anti-social behaviour reports. The landlord’s decision to permanently ban the resident’s partner from visiting the scheme. The …
The complaint is about the landlord’s response to the resident’s reports of: Outstanding ‘void’ repairs at the property (pre-occupancy). Poor workmanship related to the installation of a new kitchen. An unfulfilled subject access request (SAR). Outstanding repairs at the property which it had assessed in March 2021. This report also …
The complaint is about the landlord’s: Response to the resident’s reports of water ingress from her roof and resulting damage to her ceiling, damp and mould. Handling of the resident’s reports of a faulty oven. Response to the resident’s report that she had experienced racism from its staff. Complaint handling.
The complaint is about the landlord’s response to the residents reports about: antisocial behaviour. a leak at an upstairs property a neighbour’s subletting. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord's handling of the resident's concerns about works following a mutual exchange. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s: Responses to the resident’s concerns about the cost of running his electric shower. Handling of repairs to the resident’s radiators, boiler, and toilet, and a bathroom leak. Response to the resident’s service complaint about a repair operative. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s reports of leaking taps. The decant process. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Anti social behaviour (ASB). Noise nuisance. The Ombudsman will also consider the landlord’s handling of the resident’s related complaint.
The complaint is about the landlord’s handling of: The resident’s request for it to replace flooring in her bathroom. The resident’s request for her bathroom to be renewed. The resident’s reports of anti-social behaviour (ASB). The resident’s transfer request. The associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about: Missing belongings from her previous property following an emergency transfer and related staff conduct. Its refusal to replace a blind at her current property. Complaints handling.
The complaint is about the landlord’s response to: The resident’s reports of outstanding repairs in the property. The resident’s reports of antisocial behaviour (ASB) about her neighbour. Reports of ASB it received about the resident. The resident’s request to be rehoused. The resident’s MP about her housing circumstances. This report …
The complaint is about the landlord’s handling of: The condition of the property when it was let. The resident’s report of repairs to the ceilings as well as damp and mould.
The complaint is about the landlord’s handling of the resident’s: Reports of noise by her neighbours and antisocial behaviour (ASB). Request to install CCTV in the communal kitchen. Request to move to another room. Associated formal complaint.
The complaint concerns: The resident’s allegation that his share in the property was mis-sold due to the defect. The landlord’s handling of remedial works and the resident’s temporary move into alternative accommodation. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: its subcontractor removing and disposing of her furniture and personal belongings; repairs. The Ombudsman has also considered the landlord’s: complaint handling; record keeping.
| 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 |