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.
This complaint is about: The landlord’s response to the resident’s concerns about the condition of the garden; The landlord’s response to resident’s reports of a leaking bath; The landlord’s response to resident’s reports of various repairs to the building’s communal areas; The landlord’s response to resident’s concerns about external appliances …
The resident’s complaint is about the landlord’s handling of repairs following issues of water ingress and problems with the front door. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s handling of: Work to the resident’s heating system. The resident’s concerns about staff conduct.
The complaint is about: The landlord’s handling of repairs following a leak. The landlord’s complaint handling.
The leaseholder complains about: The liability to pay for services delivered by the landlord which the leaseholder does not consider reasonable, the level of service charges, and alleged ongoing and extensive errors in service charge accounts. The classification of the property. Complaint handling.
This complaint is about the landlord’s handling of: the resident’s reports of water ingress and damp in her bedroom and living room; the related complaint.
The complaint is regarding: The landlord’s handling of the resident’s management transfer request. The landlord’s handling of the resident’s complaint and the level of compensation offered. The Ombudsman has also considered the landlord’s record keeping in this case.
The complaint is about: The landlord’s response to the resident’s queries about the administration of her service charge account. The level and reasonableness of the service charge.
The complaint is about the landlord’s response to the resident’s reports about: Cladding and fire safety works. Damp and mould and damage to a balcony door. Replacement of damaged items. Pest infestation.
The complaint is about: The landlord’s handling of repairs in the resident’s property. The landlord’s handling of the associated complaint.
The complaint is about the landlords handling of: Repairs to the residents guttering, garden and communal entrance of the property and the resident’s reports of damp and mould. The associated complaint. The resident’s concerns about the conduct of a contractor in November 2021, issues related to the ownership of the …
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour, caused by her neighbour installing a movement activated doorbell. The associated complaint.
The complaint is about the landlord’s response to the resident’s reports about:
This complaint is about the landlord’s handling of: the resident’s reports of mould growth and a pest infestation in her property; the related complaint.
The complaint refers to the landlord’s handling of: The resident’s request for a replacement kitchen. The repairs needed to the resident’s kitchen. The resident’s concern that the landlord had authorised ‘illegal’ repairs to the kitchen. The associated complaint.
The complaint is about: The level of compensation offered to the resident for repair delays. The landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s bath replacement. The landlord’s complaint handling.
The complaint refers to the landlord’s handling of: the repairs needed to the resident’s back door. the resident’s concerns about a tenancy warning letter being issued. the associated complaint.
The complaint is about: The landlord’s handling of cladding remediation works including how long the works have taken to complete, the landlord’s communication about funding arrangements, and the impact the situation has had on progressing the sale of the resident’s property. The landlord’s decision not to refund the cost of …
REPORT COMPLAINT 202017292 Hyde Housing Association Limited 10 August 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 handling of the resident's Right to Buy (RTB) application. The landlord’s associated complaint handling.
The complaint is about the landlord’s:
The complaint is about: The landlord’s responses to the resident’s reports about delays in completing maintenance work at the property. The landlord’s handling of the complaint.
The complaint is about: The condition of the garden when the resident moved into the property. The landlord’s handling of the complaint.
The complaint is about: the landlord’s response to the resident’s concerns about service charges in particular relating to block charges and a play area; and complaint handling.
The complaint is about:
The complaint is about the landlord’s handling of the resident’s: reports of pest infestation; requests for a replacement fence; requests for tree maintenance in his rear garden; associated formal 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 |