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: Communication with the resident regarding an insurance claim. Handling of a request for information about her rent and service charges. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to: the resident’s concerns about the property condition at the start of the tenancy, the signup, and her request for the report of its inspection before she moved in. the resident’s concerns about the floors. the resident’s concerns about adapted units. the resident’s …
The complaint is about the landlord’s handling of: Boiler repairs. Leaks and flooding within the property. Reports of carbon monoxide warnings. Repairs to the communal lift. Communal cleaning and maintenance. Reports about the conduct of housing officers. Damage to the resident’s belongings. The Ombudsman has also investigated the landlord’s complaint …
The complaint is about the landlord’s handling of the resident’s: Request for his father to represent him. Reports of anti-social behaviour (ASB). Requests for a copy of his tenancy agreement. Request for a management transfer to another home. Subject access request (SAR). Associated complaint.
The complaint is about the landlord’s handling of: a leak into the resident’s kitchen. the resident’s complaint.
The complaint is about the landlord’s: response to the resident’s reports of mice in the property. response to the resident’s reports of a leak into the property. handling of repairs to damaged walls. We have also considered the landlord’s: record keeping. complaint handling.
The complaint is about the landlord’s handling of: The resident’s enquiries about the location of the external stopcock. The resident’s concerns about the accuracy of information provided at the point of sale about the property boundary. The resident’s reports about a faulty communal intercom system. The associated complaint. This investigation …
The complaint is about the landlord's handling of the resident's reports about works agreed when she signed up for the tenancy of the property and after the tenancy started. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of damp and mould in the property and its handling of the required repairs. The landlord’s handling of the resident’s complaint has also been investigated.
The complaint is about the landlord’s handling of repairs and concerns reported by the resident prior to signing for the tenancy, and shortly after the tenancy began related to: External issues, such as a broken bollard, open manhole, and no access to the rear garden. Internal issues, such as: Issues …
The complaint is about the landlord’s handling of: - The resident’s reports of repairs needed to the heating system at her property. The resident’s complaint.
The complaint is about the landlord’s: Response to the resident’s concerns following a missed gas safety check. Complaint handling.
This complaint is about the landlord’s handling of: The resident’s reports of several repairs required in the property, including damp and mould. The associated complaint.
This complaint is about the landlord’s handling of: The resident’s report of damp and mould in her kitchen and her subsequent request for a cooker hood. The resident’s request for the landlord to replace storage heaters with electric heaters. The resident’s report of broken communal gates. The associated complaint.
The complaint is about the landlord’s: handling of the resident’s reports of damp and mould in his property. decision not to offer compensation for the impact of the damp and mould on his health. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the communal lighting. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of a repair to a soil stack. Requests for information about the service charges relating to the repair. Concerns about the level of service charges relating to the repair. Associated complaint.
The complaint concerns the landlord’s: Response to the resident’s report that the landlord did not complete the paperwork for the injunction proceedings at Court correctly. Handling of the annual gas safety check and capping of the resident’s gas meter. The related complaint.
The complaint is about the landlord’s response to the leaseholder’s reports of water ingress at her property. The Ombudsman has considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. Work required to windows. The Ombudsman has also considered the landlord’s record keeping with respect to the issues.
The complaint is about the landlord’s handling of the resident’s request: to complete a mutual exchange with his grandmother. to succeed his grandmother’s tenancy. The Ombudsman has also assessed the landlord’s: complaint handling. record keeping.
The complaint is about the landlord’s handling of: reports of damp and mould in the property. placing the resident in temporary accommodation during the planned repairs. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s: Viewing of the property. Reports of antisocial behaviour. Request for an urgent management transfer. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: The repairs to the ventilation unit and the associated damp and mould in the property. Repairs to the loft insulation. Repairs to the external drainage. Pest infestations The associated damage to his possessions. The Ombudsman also investigated the …
The complaint is about the landlords handling of the residents reports of damp and mould at her property and the associated repair works. This Service has also considered the landlords consideration of its duties towards the resident under the Equality Act. This Service has also considered the landlords complaint handling.
The complaint is about the landlord’s handling of: The removal of asbestos flooring in the property. Repairs to the kitchen flooring and electrical sockets. Repairs to a leak in the bathroom. Reports of mould in the bathroom. Repairs to a leak and floors in a bedroom. Reports of leaking windows …
The complaint is about the landlord’s handling of: The condition of a property at the start of the tenancy. The adequacy of the heating and hot water system in the property. A request for a wash hand basin in the downstairs toilet. The Ombudsman has also considered the landlord’s complaint …
The complaint is about: the impact of repair issues on the resident’s family’s health. the landlord’s handling of: flooring repairs. window repairs. the related complaint.
The complaint is about the landlord’s handling of: The resident’s reports of repairs to her roof following a leak. The resident’s associated complaint.
REPORT COMPLAINT 202312919 Cottsway Housing Association Limited 25 September 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 […]
The complaint is about the landlord's handling of the resident’s: Reports of a leak and the associated remedial repairs. Request for compensation for damaged personal possessions. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of various repairs to the property. The landlord’s response to the resident’s concerns regarding the rehousing process. The associated complaint handling.
The complaint is about the landlord’s handling of: Repairs to a kitchen cabinet door. Reports of damp and mould.
The complaint is about: The landlord’s handling of kitchen and boiler upgrade works, including the ventilation fan. The landlord’s response to the resident’s concerns about staff conduct. The landlord’s response to the resident’s concerns about asbestos within the property.
The complaint is about the landlord’s: handling of enquires about quotations needed for major roof works. response to a request that a Section 20 consultation take place for the works. communication regarding a referral to the First Tier Tribunal (FTT) to rule on the resident’s dispute.
The complaint is about: The landlord’s response to the resident’s reports of damp and mould in her kitchen and the associated repairs. The landlord’s complaint handling.
The complaint is about the landlord’s response to: The resident’s reports of leaks and mould in the property’s bathroom. The associated formal complaint.
The complaint is about the landlord's handling of: A boiler replacement. Issues with the resident’s electricity supply. A leak through the resident’s living room ceiling. The resident’s associated complaint.
The complaint is about: The landlord’s response to the resident about its handling of their antisocial behaviour (‘ASB’) reports. The landlord’s complaint handling. The Ombudsman has also considered the landlord’s record-keeping.
The complaint is about the landlord’s handling of: A staff member’s conduct during a telephone call with the resident. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB). Request for rehousing. Associated formal complaint.
The complaint is about the landlord’s handling of: Plastering repairs. Reports of damp. Reports about the boiler, radiator and shower repairs. The associated formal complaints.
The complaint is about: The landlord's handling of the resident's repair reports The landlord's complaint handling.
The complaint is about the landlord's handling of: Repairs to the heating and hot water system. Reports of pests in the property. Reports of antisocial behaviour (ASB). Reports of damp and mould. The maintenance of communal areas.
The complaint is about the landlord’s response to the resident’s concerns about the: Level of service charges for the inspection of the communal emergency installations; Testing of the emergency lighting; This report will also assess the landlord’s complaint handling.
The resident’s complaint is about the landlord’s decision not to install solar panels at the property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of window defects. Response to the resident’s reports of noise from building works. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in her property. Repairs to a garage door. The resident’s reports about outstanding repairs to windows and doors. The resident’s reports about outstanding repairs to the hallway.
The complaint is about the landlord’s handling of: A request to rewire the property. Repairs to a footpath. A request for a wet room. A request to replace storage heaters. The Ombudsman has also decided to investigate the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports about support services it provided during her tenancy. The resident’s complaint.
| 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 |