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 response to the resident’s concerns regarding: repainting her bin cupboard storage door; its programme of planned works, including repainting her property; its call handler’s behaviour.
The complaint is about the landlord’s handling of Reports of damage, noise and repairs following the neighbour’s loft extension work. Allegations of anti-social behaviour (ASB) made about the resident. Staff related complaints including an incident when the resident was asked to remove her T-shirt in a public reception.
REPORT COMPLAINT 202108318 Wealden District Council 10 June 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 is […]
The complaint is about the landlord’s handling of: The resident’s personal information A leak into the resident’s kitchen and his request for compensation for the damage caused The associated formal complaint.
The complaint is about: The landlord’s response to the resident’s concerns about the length of time he was without heating and hot water at the start of his tenancy and the level of compensation offered. The landlord’s handling of the associated complaint and its record keeping.
The complaint is about the landlord’s: Response to the resident’s reports of a leak into her property and the subsequent repairs. Response to the resident's request for compensation for items damaged and the resident’s request to be relocated. Handling of the associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s response to the resident’s request for reimbursement of costs related to his garden, travel, rent and council tax. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of allegations of antisocial behaviour (ASB) made against the resident. The landlord’s handling of the associated complaint.
The resident’s complaint is about the landlord’s handling of issues of water ingress to the property. The landlord’s complaint handling has also been considered.
The complaint concerns the landlord’s: Handling of the residents’ reports of antisocial behaviour from their neighbour. Handling of the residents’ request for a management move. Related complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of repairs to the communal parts of the block. Reports of repairs to the property. Reports of antisocial behaviour (ASB). Request for an allocated parking space.
The complaint is about the landlord’s response to: The resident’s reports of repairs (windows, damp and mould) while residing in temporary accommodation. The resident’s reports about the repairs at the start of the tenancy. The resident’s reports about flooding of the back garden and pathway. The resident’s reports about cracks …
This complaint is about the landlord’s handling of: an increase in the resident’s service charges; the related complaint.
The complaint is about: The landlord’s response to the resident’s concerns over smells and fumes entering her property. The landlord’s response to the resident’s concerns over security related to a key safe at the property. The landlord’s response to the resident’s request for the landlord to remove decking from her …
The complaint is about the landlord’s responses to the resident’s: request for evidence of its findings following its investigation into a leak. queries about the building insurance.
This complaint is about the landlord’s handling of: the residents’ reports of an electrical fault in the property; the residents’ reports of mould growth in the bathroom; its decision to place the residents on a register for potentially aggressive customers; the residents’ concerns about estate service charges.
The complaint concerns how the landlord handled: Repairs to the property’s wetroom. The resident’s reports of damage to fencing. The resident’s request to transfer to another property.
The complaint is about the landlord’s: response to the resident’s reports of Anti-Social Behaviour (ASB). handling of the complaint.
This complaint is about the landlord’s handling of: the resident’s reports of damaged flooring in her bathroom and hallway; the resident’s reports of a loss of heating; the resident’s concerns about scaffolding being left up in her garden; the resident’s anti-social behaviour reports; the related complaints.
The complaint is about the landlord’s: Handling of the resident’s housing register application. Handling of the recovery of the resident’s former tenancy arrears. Handling of the resident’s mutual exchange.
This complaint is about: The landlord’s handling of persistent damp and mould issues at the property; The landlord’s handling of various other repairs to the property; The landlord’s complaint handling.
The complaint was about: The landlord’s response to the resident’s reports of a blockage in the wet-room drainage. The landlord’s response to the resident’s reports in relation to the standard of decorative works in her property. The landlord's complaint handling.
The complaint is about the landlord’s handling in respect to: The resident’s reports about the current property condition and repairs. The resident’s request for compensation for items affected by her move and leaks at the property, and for delays and distress and inconvenience. The resident’s complaint.
This complaint is about the landlord’s handling of: the repairs to resolve an ongoing leak from the resident’s property into property below the repairs required to the bathroom and kitchen. the resident’s subject access request.
This complaint is about: The level of redress the landlord awarded in respect of repair issues the resident reported while she was moving into the property; The landlord’s response to reported anti-social behaviour (ASB) from the resident’s neighbour; The landlord’s complaint handling.
This complaint is about the:
The complaint is about the landlord’s handling of: the resident’s reports of damp in her property caused by a leak in her bathroom. the resident’s reports of repairs needed to her back door. the resident’s request for an adapted bath. its plan to renew the resident’s bathroom.
The complaint is about: The landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB) by her neighbour. The landlord’s complaints handling.
The complaint is about the landlord’s response to the resident’s concerns regarding: The installation of storage heaters in his property The installation of fire alarms in his property. the increase in service charges due to the changes to the heating system and fire alarms.
The complaint is about: The landlord’s handling of the resident’s housing transfer application. The landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB) and noise nuisance. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The resident has complained about the landlord’s response to her reports of a dark patch on her property. The resident has also complained about the landlord’s response to her request for compensation for injuries she reported sustaining while attempting to clean the dark patch. The Ombudsman has also considered the …
The complaints are about the landlord’s response to the resident’s concerns: About the process it followed when changing rent collection and calculation periods; and that it had relied on a clause that was not included in his tenancy agreement when making changes to the rent periods. That it had failed …
The resident is complaining about: The landlord’s response to his reports of scaffolding being erected outside and causing damage to his property. The related complaint handling.
REPORT COMPLAINT 202105495 Kingston upon Hull City Council 30 March 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. […]
The complaint is about: The landlord’s response to a leak that occurred during works to the resident’s kitchen. The landlord’s response to the resident’s reports of damage to her belongings. The landlord’s response to the original works to the kitchen. The landlord’s associated complaint handling.
The complaint is about the landlord's handling of the resident’s: reports of damage caused by its contractors. reports of inadequate heating and hot water in the property. associated complaint.
The complaint is about the landlord’s: Handling of the resident’s housing transfer application. Response to the resident’s reports of anti social behaviour (ASB). Response to the resident’s enquiries concerning dog ownership. Response to the resident’s reports of draughts coming through the windows and doors at the property. Response to the …
This complaint is about the landlord’s response to: The resident’s reports of anti-social behaviour (ASB) by her neighbours. The resident's request to be rehoused.
REPORT COMPLAINT 202104237 South Holland District Council 15 March 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 […]
This complaint is about the landlord’s handling of: the resident’s reports of a leak from above into her bathroom; the resident’s request for a property transfer.
The complaint is about the landlord’s handling of: The resident’s report of a leak. The subsequent complaint.
The complaint is about: The landlord’s response to the resident’s concerns about fire safety works at her property. The landlord’s complaints handling.
The resident’s complaint was about: The landlord’s response to the resident’s request for redecoration following a leak into her property. The landlord’s response to the presence of asbestos in her property. The landlord’s response to the resident’s request for a transfer. The landlord’s complaint handling.
The complaint is about the landlords handling of: The resident’s reports concerning anti-social behaviour. The installation of soundproofing. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about: The resident’s request to be rehoused; The landlord’s response to the resident’s concerns around the condition of the property; The landlord’s response to the resident’s concerns around rent arrears; The landlord’s complaint handling.
This complaint is about: The landlord’s response to the resident’s reports of water and vegetation ingress at the property’s garage following a refurbishment project; The landlord’s response to the resident’s concerns about being charged for services that were not received during the project.
The complaint concerns the landlord’s: response to the resident’s reports of an operative causing damage to her property. response to the resident’s reports of operatives attending without prior notice, having a master key to the property and gaining access when the resident was not there. Complaint handling.
The complaint is about: The landlord’s response to the resident’s queries about service charges for the financial year 2019/20, including his request to inspect supporting information and documents. The landlord’s complaints handling.
This complaint is about: The landlord’s handling of the resident’s reports of two roof leaks at the building; The landlord’s response to the resident’s concerns about leaking asbestos; The landlord’s refusal to provide a proportionate refund of service charges for the period the resident was decanted; The landlord’s complaint handling.
The complaint concerns the landlord’s handling of: repairs to the bathroom window of the property. The associated formal complaint into this matter.
| 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 |