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 handling of: damp and mould in the property. a rent review in February 2024. lost or stolen personal possessions whilst they were in storage. a managed move application. further and additional repairs to the property and common parts. the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: An unauthorised structure in the neighbour’s garden. Anti-social behaviour (ASB).
The complaint concerns the landlord’s handling of the resident’s concerns about outstanding repairs to his doors and fence. This report has also considered the landlord’s complaints handling.
The complaint is about the landlord’s: handling of the resident’s reports that his parking space was being used by others and associated antisocial behaviour (ASB). complaint handling.
The complaint is about the landlords handling of the resident’s reports of: Repairs in the bathroom and her request for further works . Rubbish and overgrown weeds in the communal alleyway . The Ombudsman will also investigate the landlord's complaints handling.
The complaint is about the landlord’s handling of the resident’s reports concerning: a neighbour committing benefit fraud. a neighbour running a business from their home. noise nuisance and antisocial behaviour (ASB). access to, and items left in a shared alleyway. The Ombudsman has also investigated the resident’s complaint.
The resident’s complaint is about the following: The landlord’s handling of his reports of misinformation about his rent payments and the possibility of it being deducted from his benefits. The landlord’s handling of his reports about a key safe removal without prior notice.
The complaint is about the landlord’s handling of the resident’s reports of: The condition of the property when let. Repairs to the balcony door and glass. The associated complaint.
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 landlord’s response to: The resident’s reports of damp and mould in the property. The associated complaint.
The complaint is about the landlord’s response to the resident’s requests for: A replacement kitchen. A replacement bathroom. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of the neighbours’ inconsiderate parking. Reports of the neighbours’ dog being let out without a lead. Concerns for the welfare of the neighbours’ cats and dog, and the nuisance they were causing. Reports of anti-social behaviour (ASB) caused by …
The complaint is about the landlord’s response to the resident’s concerns about the gas safety check. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance. This Service has also investigated the landlord’s complaint handling.
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.
This complaint is about the landlord’s: Handling of the resident’s bedroom ceiling repairs. Responses to the resident’s damp and mould reports.
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 how the landlord handled the resident’s reports of: Noise nuisance. The neighbours use of a doorbell camera. The neighbours use of audio recording equipment.
The complaint is about the landlord’s handling of: The resident’s reports of defects. The resident’s request for an independent Royal Institute of Chartered Surveyors (RICS) level 3 survey. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: A leak in the shower cubicle. Damp and mould in the property. The associated complaint handling.
The complaint is about: the landlord's handling of the resident’s reports of repairs, damp and mould at her previous address. the landlord's handling of the resident’s reports of repairs. the landlord's handling of the resident’s reports of damaged belongings. the landlord's handling of the resident’s complaint.
The complaint is about the landlord's handling of: repairs to the boiler damage to the resident’s personal belongings following a leak complaint handling.
The complaint is about the landlord’s handling of: Hot water repairs Front door repairs.
The complaint is about the landlord’s response to the resident’s concerns about: A data breach. How it treated her during a boundary dispute.
This complaint is about the landlord’s response to the resident’s: Request for an internal move to a larger property. Concerns around the landlord’s management and governance. Reports of damp and mould. Concerns around health and welfare. The Ombudsman also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s response to the resident’s claims that she was unfairly sanctioned for causing ASB. The landlord’s handling of the resident’s concerns about the conduct of a member of staff. The landlord’s handling of the …
The complaint is about the landlord’s handling of: The resident’s request for a designated parking space. The resident’s complaint.
The complaint is about: The resident’s concern regarding the requirement for him to pay for the call system through the service charge. The landlord’s handling of the resident’s request to stop paying for the call system after it broke following a fire.
The complaint is about the landlord’s handling of the resident’s: Reports of multiple longstanding and recent repairs required to the property. Associated formal complaint.
The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour. The resident’s report of discrimination by the landlord. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of the resident’s concerns regarding: the repair condition of her temporary accommodation. her report of road noise at her current property. a lack of heating and hot water at her current property at the time her tenancy started. The Service has also investigated …
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 the resident’s reports concerning: A blocked drain. Peeling damp proof paint and the contractor’s behaviour. Cracks in the property. The landlord’s complaint handling has also been considered in this investigation.
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 response to: Reports of staff misconduct and communication regarding belongings in the property. A request for an adaptation. The resident’s request for permissions for a shed. Reports of repairs within the property. The report has also taken the landlord’s handling of the associated complaint …
The complaint is about the landlord’s handling of: The replacement of a window in the resident’s property. The resident’s reports of faults and damage arising from the installation of the new window. The resident’s requests for window cleaning services. The Ombudsman has also considered the landlord’s 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 the appointment of a single point of contact for the resident. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Report that a fire door was being left open. Associated complaint.
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 handling of the resident’s reports of overgrown trees. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about its handling of: His reports of antisocial behaviour (ASB) from his neighbours. The associated complaint.
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 resident’s reports of: A request for a refund for stolen parcels. The level of security provided by the landlord’s concierge office. The landlord’s communication regarding its concierge office closures.
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 repairs to an expansion vessel causing no heating and hot water. The landlord's handling of the resident’s reports of damage to carpets, flooring and belongings. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of: A leaking downpipe. Repairs related to a series of leaks and subsequent damp, mould, and condensation in the property. Pest infestations in the property. The Ombudsman has also considered the landlords: Record-keeping. Complaint handling.
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.
| 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 |