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: 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 handling of the resident’s: Reports of antisocial behaviour. Requests to be rehoused and subsequent mutual exchange. Associated formal complaint.
The complaint is about the landlord’s response to the resident’s report of a leak in the communal area. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of: The resident’s reports of condensation, damp, and mould. The resident’s reports of noise from the bedroom floorboards. The associated complaint. The landlord’s communication with the resident.
The complaint is about the landlord’s handling of: A leak from the roof which resulted in damp and mould at the resident’s property. The resident’s request for replacement internal doors and a replacement kitchen and bathroom. The associated complaint.
The complaint is about the landlord’s handling of: Reported anti-social behaviour from the resident’s neighbour. The associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of a leak from the bathroom and requests for associated repairs. Reports about the conduct of an operative who attended the property. Request for compensation for damage caused. The Ombudsman has also considered the landlord’s complaint handling.
The resident’s complaint is about: The landlord’s handling of a leak at the resident’s property, including its communication. The landlord’s handling of reports of damp and mould at the property. The Ombudsman will consider the landlord’s complaint handling.
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 is about: The amount of compensation offered by the landlord to replace damaged items. The landlord’s handling of repairs at the property to rectify the damp issue reported by the resident. The landlords decision to place a staff safety alert on the resident’s account. The Ombudsman has also …
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 …
REPORT COMPLAINT 202303657 Origin Housing Limited 31 May 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: investigation of the resident’s reports about vibration noise; complaints handling.
The complaint is about the landlord’s handling of: Construction works near to the property and the impact these had on the resident. Reports of damp and mould in the property. The resident’s request for rehousing. The resident's concerns about communal cleaning services. Complaint handling.
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 landlord’s handling of the resident’s reports about the condition of her former property when the tenancy commenced and the resident’s disrepair reports. The landlord’s handling of the resident’s complaint including the amount of compensation offered.
The complaint is about the landlord’s handling of the resident’s: Historic reports of anti-social behaviour (ASB). Reports of ASB which were the subject of a complaint in 2023.
The complaint concerns the landlord’s: Response to reports of damp, mould, and leaks. Handling of repairs reported after the resident moved into the property. Response to a concern raised regarding the fence boundary. Handling of the related 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 response to the resident’s: Request to be reimbursed for damage following replacement of a radiator; Reports about the behaviour of operatives; Complaint.
This complaint is about the landlord’s handling of: Reports of issues with windows. Reports of a pest infestation. Reports of boiler issues. The associated complaint.
REPORT COMPLAINT 202303418 The Guinness Partnership Limited 28 May 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 the resident's reports of: A leak and the associated damp and mould. Pests. Repairs to the front door and kitchen. The Ombudsman will also investigate the landlord’s complaints handling.
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Complaint about its contractor. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s concerns about the temperature of her property and a front door replacement. The Ombudsman has also considered the landlord’s handling of the associated complaint.
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: The reported damp and mould issues. The resident’s request for compensation for damage to furniture. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of subsidence at the property. The associated 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.
REPORT COMPLAINT 202115852 Home Group Limited 15 May 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 complaint is about the landlord’s response to: The resident’s concerns about the frequency of lift breakdowns at his block and the time taken for repairs to be completed. The resident’s concerns about the impact the lift outages were having on him given his vulnerabilities. This complaint is also about …
The complaint is about the landlord’s handling of: The resident’s reports of heat loss and repairs to the lounge window and back door. The complaint.
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 handling of the resident’s request to sell her shared ownership property. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s: Response to the resident’s request to buy the property’s freehold. Complaint handling.
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 handling of: Plastering repairs to the resident’s bedroom and living room. Repairs reported by the resident including repairs to the floorboards in the living room due to a woodworm infestation, repairs to the bathroom, repairs to the gutters and subsequent reports of damp and …
The complaint is about: The landlord’s handling of the rent account. The installation of solar panels and provision of certification. The landlord's handling of concerns regarding the efficiency and cost of the heating system. The landlord's handling of reports of damp and mould. The landlord's handling of the complaint.
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 handling of: A leak in the resident’s home, and the resulting damp and mould. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to the patio doors and bedroom window. Repairs to the bathroom extractor fan. Repairs to the front and back doors.
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 landlord’s handling of the resident’s reports of cooking smells entering her property from her neighbour’s property. The Ombudsman has also considered the landlord’s complaint 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 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 |