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 resident complains about: The length of time scaffolding was erected at her property. The landlord’s response to her concerns about this. Having sustained an injury, which she attributes to the presence of the scaffolding.
REPORT COMPLAINT 201912592 Welwyn Hatfield Borough Council 13 May 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: Implementation of reasonable adjustments. Handling of the resident's reports of antisocial behaviour (ASB). Communication with the resident. Handling of the associated complaint.
The complaint concerns: the landlord’s handling of the resident’s reports of outstanding repairs in her property. the impact the condition of the property had on the resident’s health.
The complaint is about the landlord’s: decision to withdraw its offer of damages and reasonable legal costs, complaints handling.
The complaint is about:
The complaint is about the landlord’s handling of the resident’s: Reports of leaks to his garage roof and shed downpipe. Reports of overflowing gutters, and the wrong repair to his balcony. Subsequent complaint handling.
The complaint is about the landlord’s handling of a complaint made against him about anti-social behaviour (ASB). The complaint is also about the landlord’s complaint handling.
The complaint is about: The conduct of a local ward member in respect of a planning application. The allocation of the property to the resident without adaptations. The landlord’s handling of adaptations at the property. The landlord’s handling of the associated complaint.
The resident has complained about: The landlord's handling of her reports of leaks in the bathroom and the kitchen of the property, and the level of compensation offered to her. The landlord’s complaints handling.
The complaint is about: The managing agent’s communication with the resident after he informed it in February 2018 he was no longer living at the property. The managing agent’s request to the resident concerning charges at the end of the tenancy. The managing agent’s handling of the associated complaint.
This complaint is about the landlord’s handling of the following issues: the resident’s application for rehousing on medical grounds; the resident’s reports of anti-social behaviour (ASB) by her neighbour. The report will also address the landlord’s handling of the complaint.
The Complaint is about the landlord’s response to residents’ reports about: The drainage at the property and standing water in the garden. Works to the kitchen floor and doors and the fitting of radiators at the property. The contractor attending the property without prior notification and breaching health and safety …
The complaint is about: the landlord’s response to the resident’s report about the communal front door, this was raised in February/March 2020. the landlord’s delay in logging the complaint. the way the landlord handled the second complaint about the communal front door, which was raised in July 2020.
The complaint is about the landlord’s: response to the resident’s reports that her property was not suitable for her needs when initially allocated to her; response to the resident’s request to be rehoused through the local authority’s choice based letting system/direct let scheme; communication regarding soundproofing works to her property …
The Complaint is about the landlord’s response to resident’s reports about: The administration of the service charge at the property. The issuing of arrears letters and invoices by the landlord. The landlord’s complaint handling. The cost and level of service charge for works carried out at the property and the …
This complaint is about: The landlord’s handling of the resident’s reports of sound transference from the flat above. The landlord’s complaint handling.
The complaint is about the landlord’s: handling of repairs to remedy damp in the resident’s property, response to the resident’s report of his new toilet being unsuitable, complaint handling
The complaint refers to: The landlord’s response to the resident’s reports of a broken boundary fence. The landlord’s handling of the associated complaint.
REPORT COMPLAINT 202002857 Camden Council 10 March 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 the resident’s reports of antisocial behaviour. handling of antisocial behaviour reports against the resident. complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of noise nuisance coming from the floorboards of the property above his own. The landlord’s response to the resident’s reports that unauthorised vehicles were parked in the car park of his property. The landlord’s handling of the complaint.
The complaint is about: The reasonableness of the service charges for the major works. The number of Section 20 notices issued by the landlord in respect of the major works. The landlord’s response to the leaseholder’s concerns that it instructed a bailiff to attend the property. The landlord’s complaint handling.
REPORT COMPLAINT 202001723 Islington Council 28 February 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 resident complains about: How the landlord handled the mutual exchange in August 2016. How the landlord handled repairs needed at the property including dampness, from the start of the tenancy to date. The effect of the living conditions on her health. How the landlord handled her housing transfer application …
The complaint is about the landlord’s response to the resident’s reports about: the consultation process for major works, the amount of the service charges and liability to pay them. the administration of the service charge account and issues surrounding a Section 20 notice.
REPORT COMPLAINT 202000337 Oadby and Wigston Borough Council 26 February 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. […]
REPORT COMPLAINT 202007918 Sandwell Metropolitan Borough Council 26 February 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 landlord’s response to reports of an infestation; The landlord’s response to reports of Antisocial Behaviour (ASB), specifically in terms of the dumping of rubbish in communal areas and noise nuisance, and; The landlord’s priority banding of the resident, in respect of an application for a …
The complaint is about: the landlord’s handling of rent arrears following the resident’s succession of the tenancy; the landlord’s handling of repairs to the resident’s property; the landlord’s complaints handling.
The complaint is about: The landlord’s response to the resident’s concerns about an old heating box. Complaint handling.
The complaint concerns: the landlord’s response to the resident’s dissatisfaction with the refurbishment of his kitchen and bathroom. the landlord’s response to the resident’s reports of a leak coming from his washing machine.
REPORT COMPLAINT 202005342 Westminster City Council 11 February 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 […]
REPORT COMPLAINT 202003469 Sandwell Metropolitan Borough Council 9 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The complaint concerns: The landlord’s handling of the resident’s request for reimbursement of the costs incurred from the use of temporary electrical heaters. The landlord’s response to the resident’s reports of water damage to her tumble dryer.
The resident complains about:
The complaint is regarding: The landlord’s response to the resident’s reports of noise nuisance. The landlord’s complaint handling.
This complaint is about the landlord’s response to: The resident’s Subject Access Request. The resident’s reports of outstanding repairs to his boiler. The resident’s concerns that the Gas Safety Certificate for his property is not valid.
REPORT COMPLAINT 201910624 Camden Council 29 January 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 […]
REPORT COMPLAINT 201913645 Islington Council 29 January 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 […]
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB) allegedly perpetrated by her neighbour. This Service has also investigated the landlord’s complaint handling and record keeping in the case.
The resident complains about: How the landlord handled repairs reported, including: how the landlord handled reports of damp in June 2018; how the landlord handled repairs required in 2019 and a decant; and the information provided by the landlord in relation to the works . How the landlord handled her …
This complaint is about the resident’s concerns that the landlord and its contractor failed to comply with Health and Safety Regulations when removing asbestos tiles from his hallway floor. The resident has also complained that the landlord had, without his permission arranged for the Housing Benefit element of his Universal …
The complaint is about: The landlord’s response to the resident’s reports of disrepair at the property. The landlord’s response to the resident’s reports of noise nuisance from the neighbouring properties. The landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident's reports of:
This complaint concerns: The landlord’s response to the resident’s reports of a pest infestation. The landlord’s response to the resident’s reports of damp and mould, and the overall condition of the property. The impact on the resident’s health from the damp and mould in the property. The landlord’s response to …
The complaint concerns:
The complaint concerns how the landlord: handled the resident’s reports of a water leak into the property, handled the resident’s complaint
The complaint is about: The landlord’s handling of the resident’s reports of a faulty boiler and immersion heater. The landlord’s response to the resident's reports of damage.
The complaint is about the landlord’s: Response to the resident’s reports of noise nuisance; Complaints handling.
| 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 |