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 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 …
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.
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 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: 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 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: The resident’s reports about support services it provided during her tenancy. The resident’s complaint.
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 decision that the resident cannot store her electric wheelchair (the wheelchair) in the communal corridor due to fire safety concerns. The associated complaint.
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 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 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 …
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 the resident’s requests for repairs to: The hot water system. The front door.
The complaint is about the landlord’s handling of: repairs following the resident’s reports of damp and mould. the resident’s complaint and claim for damaged possessions. The resident has also complaint about the impact of the damp and mould within the property on her health.
The complaint is about the landlord’s response to: The resident’s reports of pest infestations in the property. The resident’s request to be rehoused. This report also looks at the landlord’s handling of the resident’s complaints.
The complaint is about the landlord’s handling of the resident’s: Reports of no heating or hot water. Reports of outstanding repairs. Request for a temporary decant. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s concerns that a bedroom in the property was not sufficiently insulated and was too cold to use. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance. The Ombudsman has also considered the landlord’s complaint handling.
The complains is about the landlord’s: Response to the resident’s reports of repairs in the property. Complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB) from a neighbour; Response to the resident’s concerns about the scheme manager; Handling of the resident’s associated complaint.
The resident has complained: about the landlord’s response to reports of operatives entering the garden without permission. about the landlord’s response to reports of non-household rubbish left outside the property. about the landlord’s response to concerns about contact arrangements. about the landlord’s response to concerns about the property condition. that …
The complaint is about the landlord’s handling of: Repairs, in particular: Repairs to the resident’s pathway. The resident’s request to fit handrails. Repairs to the resident's stairlift. The resident’s complaint. The resident’s concern that it discriminated against him. The resident’s concern that its handling of the repairs had an adverse …
This complaint is about the landlord’s: Handling of the resident’s reports of inadequate hot water to the shower. Handling of repairs to the windows in the resident’s property. Response to the resident’s reports that they had put door locks on. Response to the resident’s reports of mismatched window handles in …
The complaint is about: The landlord’s response to the resident’s reports of health concerns following a fire in the bin store. The landlord’s response to the resident’s reports of a smoke odour affecting her property and belongings. The landlord’s response to the resident’s request to move out of the property …
The complaint is about the landlord’s:
The complaint is about: The landlord’s handling of work to repair damage caused by a leak. The landlord’s communication and complaint handling.
The landlord’s handling of: The resident’s report of a leak at the property. The resident’s reports of window disrepair. The resident’s report of issues with her electric heaters. The resident’s report of noise transfer. The associated complaint.
The complaint is about the landlord’s handling of: Repair issues reported by the resident in May and July 2021. The resident’s request for reimbursement for repairs she completed. The related complaint. The resident’s request for decoration vouchers offered in 2006 and 2010, and concerns about damage left by a previous …
The complaint is about: The landlord’s administration of the resident’s service charge and rent account. The landlord’s handling of the resident’s request for arrears on her service charge and rent account to be waived. The associated complaint.
The complaint is about the way the landlord responded to the resident's reports of: Rotten floorboards; Exposed gas pipes; An unsafe internal glazed door; Water ingress. This report will also look at the landlord’s complaint handling.
The complaint concerns: The landlord’s response to the resident’s application for staircasing. The landlord’s interpretation of the provisions of the resident’s lease. The landlord’s handling of the resident’s reports of a leak from the roof. The landlord’s handling of the complaint.
The complaint is about the landlord’s response to the resident’s: Reports of noise disturbance. Request to be transferred into a suitable property. Related complaint.
The leaseholder’s complaint is about the landlord’s response to her concerns about: Communal repairs. Communal service provision. The Ombudsman will also consider the landlord’s complaint handling.
The resident has complained about the landlord’s handling of: her request for operatives to wear new PPE during visits. her report that a streetlight in the car park was not giving sufficient lighting. her report of birds in the roof of the building and its impact on her, in particular, …
The complaint relates to the landlord’s handling of birds nesting and defecating on the resident’s balcony. This Service has also considered the associated complaint handling and offer of compensation.
The complaint is about the landlord’s response to: Reports of damp and mould. Vibrations the resident reported. Handling of the complaint.
The complaint is about the landlord’s handling of: Noise from a water pump. The associated complaint.
The complaint is regarding: The landlord’s response to repairs required to the property following a water leak. The landlord’s handling of the associated formal complaint.
The complaint is about the landlord’s: record keeping and communication regarding tree works in the communal area; handling of concerns about the resident’s behaviour and its subsequent apology, and; complaint handling.
This complaint is about: The electricity meter reading taken by the landlord at the beginning of the tenancy. The subsequent complaint handling.
The complaint is about: The landlord’s management of the resident’s rent account and her dissatisfaction with the credit reimbursed by the landlord. The landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: The resident’s reports of tiling repairs in her kitchen and bathroom. The associated complaint.
The complaint is about the landlord’s: Response to the resident’s report of an oil leak and the level of compensation offered by the landlord. Complaint handling.
The complaint is about the landlord’s response to the resident’s reports regarding her: toilet (including the quality of repair works, record keeping, communication, and level of compensation); windows.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in her property. The associated 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 |