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 residents’ reports about the landlord’s handling of; A leak in the bathroom and remedial works (including damp and mould within the cloakroom toilet). The associated recharges. Staff conduct. The Ombudsman has also considered the handling of this complaint.
The complaint is about the landlord’s handling of: The resident’s reports of a mite infestation in her property. The resident’s reports of damp and mould and the associated repairs. The associated complaints.
The complaint is about the landlord’s: Handling of its decision to place the resident on a contact restriction and to only visit the resident in pairs. Response to the resident’s concerns about conduct of its staff. Response to the resident’s concerns about missed appointments by the landlord. Response to the …
The complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB) including noise nuisance and the use of cannabis. Response to the resident’s requests for soundproofing adaptations. Response to the resident’s health conditions and its provision of reasonable adjustments. Response to the resident’s request for rehousing. …
REPORT COMPLAINT 202226196 Hyde Housing Association Limited 15 August 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: Handling of a roof leak at the resident’s property. Provision of grounds maintenance which the resident pays a service charge. Response to the resident’s reports of bulk waste being left in the grounds of the property. Handling of the attendance and behaviour of contractors …
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in the property. Request for replastering and repairs to walls and ceilings. Reports of damage to internal door frames. Associated formal complaint.
The complaint is about the landlord’s handling of repeated repairs to the heating and hot water system. The Ombudsman has also considered the landlord’s complaint handling.
The landlord’s response to the resident’s request for reimbursement, for damage caused to his fitted wardrobe during repair works to the property. We have also considered the landlords handling of the associated complaint.
The resident’s complaint is about the landlord’s: Handling of repairs related to damp; Response to reports of pests; Handling of the associated complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of damp and mould caused by leaks at the property. Handling of repairs to the windows in the property. Response to the resident’s request for a wet room. Handling of the resident’s request for a permanent transfer. This investigation …
REPORT COMPLAINT 202311324 Clarion Housing Association Limited 30 July 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 various repairs to the property, including damp and mould. Level of the rent increase.
The complaint is about: The landlord's decision that the resident cannot store her electric wheelchair (the wheelchair) in the communal corridor due to fire safety concerns. The associated complaint.
The complaint is about the landlord’s response to the resident’s request for a permanent housing move. The Ombudsman also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns regarding staff conduct between January 2023 and February 2024. Response to the resident’s request for reasonable adjustments. Handling of restrictions on the resident’s contact between January 2023 and February 2024. Handling of repairs reported by the resident between January …
The resident’s complaint is about the landlord’s handling of: Squirrels in the loft of the property and repairs to associated damage. His complaint.
The complaint is about the landlord’s response to the resident’s reports about: A pest infestation; An outstanding repair; Staff conduct.
The complaint is about the landlord’s response to the resident’s concerns: That a gas hob had been installed incorrectly. That its staff member had advised that the hob was safe. This Service has also considered the landlord’s handling of the resident’s complaint.
This complaint is about: The landlord’s handling of the resident’s reports of defects in their newly built property. The delay installing an electric vehicle (“EV”) charger. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to reports of: Antisocial behaviour by the resident’s neighbour. The resident’s neighbour feeding birds excessively. The investigation has also taken the landlord’s handling of the associated complaint into consideration.
REPORT COMPLAINT 202228567 Sanctuary Housing Association 9 July 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 landlord’s handling of the resident’s: Request to have a cupboard removed from the property. Reports of damp and mould. Request to have a new bathroom and kitchen installed. Garage door repair. The Ombudsman has also considered the landlord’s handling of the associated complaint.
This complaint is about the landlord’s handling of the resident’s reports of: Damp and mould in her home. Excessive cold in her home.
The resident’s complaints are about: Complaint 1. The landlords handling of the repairs to the resident's heating and hot water system. The landlords handling of other repairs to the residents property (toilet, front and rear door). Complaint 2. The behaviour and conduct of the landlords staff and its standard of …
This complaint is about the landlord’s handling of: Repairs following a leak. The resident’s request for a kitchen replacement. The associated complaint.
This complaint is about the landlord’s handling of: Reports of damp and mould in the resident’s property. Reports of a leak in a communal cupboard. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of various repairs. The landlord’s handling of the resident’s management transfer. This Service has also considered the landlord’s handling of the resident’s complaint.
The complaint is about: The landlord's investigation into complaints about the resident's behaviour, and the associated decision to seek possession of the property. The payment of £500 to the resident as agreed by a court undertaking. The landlord's handling of the resident's reports of antisocial behaviour (ASB) from a neighbour. …
The complaint is about the way the landlord handled: The sale of the resident’s property; The resident’s complaint.
The complaint is about The landlord’s handling of a gas safety inspection. The landlord’s response to reports of a gas leak. This Service has also considered the landlord’s: Handling of the resident’s complaint. Knowledge and information management.
The complaint is about the landlord’s handling of: The resident’s reports about the level of service charge. The resident’s concerns about the standard of grounds maintenance. The resident’s concerns about the condition of the internal communal area.
The complaint is about the landlord’s: Record keeping. Handling of leaks, damp and mould in the property. Decision to change the locks on the property during works. Complaint handling.
The complaint concerns the landlord’s handling of the resident’s reports that the emergency escape route from the property was compromised. The Ombudsman investigated the landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of the resident’s request for reimbursement of flooring and increased heating bills as a result of water penetration. The landlord’s handling of the resident’s reports of water penetration and damp following a leak. The landlord’s handling of the resident’s decant and his request …
The complaint is about: The landlord’s handling of repairs at the resident’s property. The resident’s concerns that the landlord failed to complete a refurbishment offered at the start of her tenancy. The landlord’s handling of the resident’s complaint.
The complaint is about: The time taken for the landlord to change the name on the resident’s account and issue keyfobs. The landlord's handling of repairs to the communal back door, roof, and communal light. The landlord’s handling of the complaint and level of compensation.
The complaint is about: The landlord’s handling of the resident’s reports of defects . The landlord’s handling of the resident’s request for compensation for the damage to her possessions. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: a boundary dispute with a neighbouring property. the resident’s reports of anti social behaviour (ASB) by the neighbour. the complaint.
The complaint is about the landlord’s: Handling of allegations of anti-social behaviour (ASB) about the resident. Handling of the resident’s reports of harassment. Complaint handling.
The complaint is about the landlord’s response to the resident’s: Concerns about its request for rent in advance of a property viewing. Request for decoration vouchers. Request to repair shelving. Reports of an issue with the flooring. Request for redress of council tax. The Ombudsman has also considered the landlord’s …
The complaint is about the landlord’s: Response to the resident’s report of a roof leak and other outstanding repairs. Response to the resident’s rent query. Complaint handling.
The complaint is about: The landlord’s handling of the resident’s request for a kitchen and bathroom replacement. The landlord’s handling of outstanding repairs to the property.
The complaint is about the landlord’s: Response to repair issues. Response to the resident’s request to be rehoused.
The complaint is about the landlord’s response to the resident’s concerns about a right to buy (RTB) application. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the: Landlord’s response to the resident’s concerns about the communication regarding dog fouling. Landlord’s handling of the outstanding repairs to the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint concerns the landlord’s handling of: The resident’s reporting of anti-social behaviour (ASB). The resident’s request to move. This report has also considered the landlord’s complaints handling.
The complaint is about the landlords handling of: The resident’s reports of damp and mould in her property. The associated complaint that the resident made on 25 January 2023.
The complaint is about the landlord’s response to the resident's reports of: Damp, mould, and associated outstanding repairs; Heating and hot water loss. The lack of cooking facilities in her property. This report will also consider the landlords: Complaint handling; Record keeping.
The complaint is about the landlord’s handling of:
| 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 |