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: reports about the conduct of a member of staff; concerns about how a member of staff responded to a medical emergency; reports of residents’ dogs in communal areas without leads. This report will also assess the landlord’s complaint handling.
The complaint is regarding the landlord’s handling of: The resident’s concerns relating to the energy efficiency of the property, and reports of high heating costs. The resident’s reports of repairs in the bathroom. The resident’s reports of repairs in the kitchen, and the request for a kitchen replacement. The resident’s …
The complaint is about: The landlord’s handling of the resident’s reports of issues with the condition of the property. The landlord’s response regarding safeguarding and the suitability of the property The landlord’s response to the resident’s reports of anti-social behaviour (ASB)
The resident has complained about the landlord’s: response to reports of antisocial behaviour (ASB), including the use of CCTV and a boundary dispute. response to the resident’s request for works to the heating and hot water system including for a replacement boiler to be located in the kitchen. response to …
The complaint is about the landlord’s response to the resident about: Front and back doors reportedly resulting in water ingress and draughts. A leaking roof Issues with an immersion and boiler and loss of hot water. Costs incurred as a result of flooding and damage, in relation to issues such …
The complaint is about the landlord’s communication with the resident about the property at the start of the tenancy, including providing inaccurate information about the size of her garden. The complaint is also about the landlord’s response to the resident’s reports of repair and other issues at the property. The …
The complaint is about the landlord’s handling of: reports of leaks, damp and mould in the property. repairs needed in the property. The resident has also complained about the impact of damp and mould on her family’s health. We have also considered the landlord’s: complaint handling. record keeping.
The complaint is about: The landlord’s handling of the resident’s reports of leaks from a neighbouring property. The landlord’s handling of the resident’s complaint. The residents request to be compensated for financial loss. This service has also considered the landlord’s record keeping.
The complaint is about: The landlord’s response to reports about disrepair. The landlord’s response to safeguarding concerns. The landlord’s handling of a subject data access request. The local housing authority’s response to a court order concerning rehousing, following a suitability review. The landlord’s handling of the resident’s reports about antisocial …
The complaint is about: The landlord’s response to concerns raised by the resident about the quality of the gas safety check and a missing cap from the boiler. The landlord’s handling of the resident’s report of no heating and hot water. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s: Handling of reports of anti-social behaviour (ASB) about a neighbour. Complaint handling.
The complaint is about the landlord’s handling of the: Communal garden maintenance allocation. The associated complaint.
The complaint is about the landlord’s response to: The resident’s reports that the landlord had not removed weeds from the nearby alleyway and footpaths. The resident’s reports of antisocial behaviour (ASB) by neighbours, including fly tipping, overflowing rubbish bins, graffiti, damage to the resident’s garden lights and damaged communal fencing. …
The complaint is about the landlord’s handling of: the resident’s concerns regarding building works to neighbouring property which had an effect on their household. the associated formal complaint.
The complaint is regarding the landlord’s: Response to the resident's concerns regarding his building security and the standard of service, including whether the service offered value for money. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s requests for information about service charges; Response to the resident’s requests for certified accounts; Response to the resident’s request for permission to complete home improvements; Complaint handling.
The complaint is about the landlord’s: communication relating to the resident’s annual service charge statement. response to the resident’s request for a breakdown of the service charges. administration of the resident’s service charge account.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB), including reports of a hate incident. Handling of the resident’s request for reasonable adjustments in its contact with him. Response to reports it received about the resident’s conduct towards its staff. Complaint handling.
REPORT COMPLAINT 202210685 Paragon Asra Housing Limited 22 January 2024 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 reports about antisocial behaviour and the resident’s concerns about the conduct of a member of landlord staff. We will also look at the landlord’s complaint handling as part of this investigation.
The complaint is about the landlord’s: Response to concerns about the information provided when the residents purchased the property. Reasonableness of service charges for repair works. Complaint handling.
The complaint is about : The landlord’s handling of the resident’s concerns about the condition of the property when he moved in and its decision not to undertake any further work. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident about: a request for support with her energy supplier. the support it offers, an energy visit and a request for repairs to take place after 2.30pm. its complaint handling.
The complaint is about the landlord’s responses to the resident’s concerns about: her Housing Moves application, including queries about a mutual exchange. a leak under the kitchen sink. an issue with the guttering. a back door which was in disrepair. the contractors used by the landlord for repairs. lift repairs. …
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Handling of associated remedial works, including the time taken to arrange temporary accommodation. This Service has also considered the landlord’s complaint handling.
The resident’s complaint is about the landlord’s: request to carry out an asbestos survey; access to the resident’s property; termination of the resident’s tenancy; handling of electrical testing appointments, including its communications and response.
The resident’s complaint is about: The conduct of a housing officer. The landlord’s response to reports of asbestos at the property. The landlord’s response to reports of pests within the property. The landlord’s handling of her complaint. The Service has also investigated the landlord’s knowledge and information management.
The complaint is about the landlord’s handling of the resident’s concerns about: Antisocial behaviour (ASB) in her building. The maintenance and cleanliness of her building’s communal areas. The impact of major remedial works taking place to the building’s cladding. The end of her tenancy. The Ombudsman has also considered the …
The complaint is about the landlord’s handling of: The resident’s reports about a pest infestation. antisocial behaviour (ASB). the resident’s application for a management transfer. the resident’s complaint.
This complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB); Response to the resident’s various service charge concerns; Complaint handling. The Ombudsman also considered the landlord’s record keeping.
The complaint concerns: The landlord’s handling of the resident’s reporting of damp and mould. The landlord’s decision not to decant the resident. This report has also considered: The landlord’s complaints handling. The landlord’s record keeping.
The complaint is about the landlord’s: Response to the resident’s concerns about the conduct of two staff members. Handling of pest control issues. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns about the behaviour of and works outstanding by contractors. Complaint handling.
The complaint is about: The landlord's decision to grant permission for a neighbouring resident to undertake construction work. The landlord’s response to concerns about the impact of the neighbour’s construction work noise and disruption. The landlord’s response to concerns about the damage caused to the resident’s property from the neighbour’s …
The complaint is about the landlord’s handling of the repairs to the wall plaster. The investigation has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of flooding and damage to the resident’s shed. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202212996 Islington Council 30 January 2024 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: Request for a 2-person warning flag to be removed from her account. Reports of outstanding repairs to the toilet and cancelled appointments. Reports of plumbing issues relating to the washing machine. Associated formal complaint.
The complaint is about the landlord’s handling of: Reported smells that affected the resident’s property. The replacement of the kitchen sink cupboard. The associated complaints.
The complaint is about the landlord’s handling of: The resident’s reports of a leak and repairs to the bathroom extractor fan. The resident’s queries about the landlord’s methods of communication.
The complaint is about the landlord’s response to the resident’s reports of issues with his Sky TV signal. The Ombudsman has also considered the landlord’s communication.
The complaint is about: The landlord’s response to issues the resident raised regarding the delivery of communal maintenance and housing management services; The landlord’s response to the resident’s concerns about the increase in his service charge; The handling of the associated complaint; The level of the resident’s service charge.
The complaint is about the landlord’s handling of the resident’s: Reports of a broken boiler including no heating and no hot water. Concerns that his emails had been blocked. Formal complaint.
The complaint is about t he landlord’s response to resident’s reports about the condition of: The plastering in the property. The windows, the roof, and the property after a boiler installation. The garden paths and gate. The resident’s report of suffering an injury at the property. The Ombudsman will also …
The complaint is about the landlord’s response to: The resident’s reports about cleaning charges. The resident’s reports of fly tipping and request for CCTV to be installed in the communal bin area.
The complaint is about: The landlord’s handling of pest control reports and related works. The landlord’s handling of damp and mould reports. The landlord’s handling of the resident’s request for a kitchen alteration. The landlord’s handling of the resident’s request for a move. The landlord’s handling of the resident’s complaint.
REPORT COMPLAINT 202208660 Home Group Limited 29 January 2024 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 condition of the property at the start of the resident’s tenancy, and how the subsequent repairs were handled by the landlord. The landlord’s handling of the resident’s decant from the property. The level of compensation offered by the landlord.
The complaint is about: The landlord’s handling of the resident’s report of anti-social behaviour. The landlord’s request for the resident to remove the ring doorbell. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the: Landlord’s handling of the resident’s rent account. Conduct of the landlord’s staff.
| 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 |