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 response to the resident's: Reports of a smell coming from her sink and washing machine; Reports of damage caused by a leak from a neighbouring property; Request for new key fobs; Concerns about grounds maintenance and communal cleaning; This report has also assessed the …
The complaint is about: The length of time the landlord’s insurer took to process the subsidence insurance claim, assess the property and instruct the works to commence. The landlord’s response to the resident’s concerns about subsidence.
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 the resident’s reports and concerns about: responsibilities under the tenancy agreement. rodents at the property, removal of ivy, pointing, doorstep repairs and fly-tipping. removal of concrete planters. damage to cables. graffiti, gate and letter box repairs. complaint handling.
The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB). the resident’s complaint.
The complaint is about the landlord’s handling of: Void checks and the resident’s reports of heating repairs following the start of the tenancy. The associated complaint. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. Repairs in the property. The resident’s complaints.
The complaint is about the landlord’s handling of the resident’s: Reports of outstanding repairs following a fire in 2019. Reports of damp and mould following a leak. Reports about restricted accessibility to the communal driveway. Associated formal complaint.
The complaint is about: the landlord’s handling of damp and mould at the property. the level of compensation it offered to the resident in its response to her complaint.
The complaint is about the landlord’s handling of the resident’s concerns about: The level of service charges. Cracks in the brickwork of the property. The upkeep of communal benches.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB), by her upstairs neighbour. The Ombudsman has also considered 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 handling of the resident’s report of a defective hot tap in the bathroom and the amount of compensation it offered after repairing the tap. The landlord’s handling of the associated complaints.
The complaint is regarding the lift at the resident’s property being out of service and the landlord’s response to his related concerns. 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: 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 complaint is about the landlord’s handling of persistent leaks into the resident’s flat from the roof and upper balcony area. This Service has also investigated the landlord’s handling of the resident’s complaints.
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.
This complaint is about: Delays in repairs to the resident’s property following a fire, and the length of time the resident and her family had been in temporary accommodation. The resident’s request for compensation for her belongings which were damaged due to the fire. The landlord’s handling of the associated …
The complaint is about the landlord’s handling of: Repairs to the property. The removal of rubble from the garden. The resident’s reports she was told the front garden was for her exclusive use. The resident’s reports of belongings damaged by removal contractors. The resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour by a neighbour. Repairs to the property, including damp and mould. The resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s request for compensation. The resident’s request to move.
The complaint is about: The level of the service charge and the quality of the communal services paid for through the service charge. The landlord’s handling of reports of leaks causing a lack of heating and hot water and the associated repairs. The landlord’s handling of the related complaint.
The complaint is about the landlord’s handling of the resident’s: reports of garden fence repairs; reports of kitchen floor repairs; asbestos concerns; staff conduct concerns; associated complaint.
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 response to: The resident’s requests for updates regarding repairs. Reports of a leak into the bedroom and associated damp and mould. Reports of repairs to the front door and external fixtures.
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 the resident’s concerns regarding shrubs planted in her front garden and its communication. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of damp and mould and various works to the property. The Ombudsman has also considered the landlord’s complaint handling.
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 handling of the resident’s: Reports of a repair to the hot water system. Transfer request.
The complaint is about the landlord’s handling of the resident’s: Reports of delays in repairing and replacing the gas boiler. Associated formal complaint.
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: The resident’s concern that she should not have been moved to a property with anti-social behaviour (ASB) from neighbours in 2021. The resident’s request to be rehoused. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Response to reports of anti-social behaviour (ASB). Response to reports of damp and mould at the property. Handling of reports of blocked drains/toilet. Complaint handling.
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 repairs to the communal areas of the property. Concerns about its management of the communal areas of the property. The Ombudsman has also considered the landlord’s complaint handling.
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 the resident’s concerns about the standards of grounds maintenance. Complaint handling.
The complaint is about: The landlord’s handling of reports of anti-social behaviour (ASB), including noise nuisance and threatening behaviour by a neighbour. The landlord’s handling of the resident’s management move.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak, and the associated repairs. Request to be reimbursed for replacement carpets.
This complaint is about the landlord’s response to the resident’s complaints about: Repairs to her kitchen. Repairs to her bathroom. Its online repair portal.
The complaint is about the landlord’s response to the resident’s concerns regarding: Service charges for the maintenance and upkeep of communal areas not being provided. A tree blocking light. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident about: Her repairs reports. Staff conduct.
The complaint is about the landlord’s response to: The resident’s reports of damp and mould at the property. The associated formal complaint.
The complaint is about the landlord’s response to the resident concerning: Accessibility. A replacement key fob. The heating. Complaint handling.
The complaint is about the landlord’s: response to the resident’s concerns about the level of rent and the landlord’s governance structure in relation to rent; response to the resident’s reports of a roof leak and the resultant damp and mould; correspondence relating to a home improvement grant; complaints handling.
The complaint is about the landlord’s handling of reports of draughts through the floor. This Service has also investigated the landlord’s complaint handling.
| 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 |