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 concerns about the loft insulation. The landlord’s handling of the resident’s concerns about the standard of decoration. The landlord’s handling of the resident’s reports of water pooling in the garden. The landlord’s handling of the resident’s reports of damage to …
The complaint is about the landlord’s response to the resident’s: Reports of antisocial behaviour. Concerns about the allocation of the property below him. Allegations that it discriminated against him. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to the property. The resident’s complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s over bath shower screen. The formal complaint, including its refusal to escalate the complaint to stage 2 of its complaints process. The Ombudsman has also considered the landlord’s knowledge and information management.
The complaint is about: The landlord’s handling of the resident’s report of a leak. The landlord’s handling of the resident’s request to be decanted. The landlord’s response to the resident’s request for matching kitchen units. The landlord’s response to the resident’s request to remove the asbestos floor tiles. The landlord’s …
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould. Overgrown trees affecting the property. The associated complaint handling.
The resident’s complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The associated complaint.
The complaint is about the landlord’s response to the resident’s concerns of: Mould in the property. Communal lift repairs and the length of time it had been non-functioning. The communal lighting repair. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Reports of a leak and damp and mould in the resident’s bathroom. Concerns from the resident about antisocial behaviour (ASB) from a neighbour. The associated complaint handling.
The complaint is about the landlord’s handling of the resident’s: report of repairs required to the windows and front door. reports of a rodent infestation, damp and mould. reports of anti-social behaviour (ASB) and noise nuisance. request for a management move.
The complaint is about the landlords: Delays in providing requested information for the sale of the property. Complaint handling.
The complaint is about the landlord’s handling of: Repairs to the kitchen. The resident’s decant from the property. The resident’s concerns about officer conduct. The associated complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Handling of the resident's managed move. Response to the resident’s request for compensation. Response to the resident’s reports of leaks causing damp and mould in the property. Response to the resident’s concerns about the structural …
The complaint is about the landlord’s: Response to reports of damp and mould. Response to window repairs. Handling of the associated complaint.
The complaint is about: The landlord's response to a request for windows to be replaced. The landlord's handling of a defective bathroom floor. The landlord’s handling of the complaint.
The complaint is about the landlord’s: Decision to allocate a single point of contact to the resident (SPOC). Investigation in to staff conduct. Handling of reports of issues with poor caretaking. Handling of the complaint including the request for compensation.
The complaint is about; The landlord's response to the resident's reports of having no heating and hot water. The landlord's handling of the resident's reports of a carbon monoxide leak from the boiler. The landlord's handling of the resident's arrears on the rent account The landlord's decision to make a …
The resident complained about the landlord’s handling of: her reports that it had not provided a FENSA certificate. the administration and communication about her service charge account. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Anti-social behaviour (ASB). A pest infestation. The Ombudsman has also considered the landlord’s complaints handling.
REPORT COMPLAINT 202219616 Golding Homes Limited 29 February 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 complaint is about the landlord’s response to the resident’s repairs reports about: Leaks to gutters that led to a damp wall in the living room. Damp in the kitchen and bathroom and a bathroom extractor fan. The Ombudsman has also considered the landlord’s record-keeping.
The complaint is about the: Landlord’s handling of the resident’s request for a parking space. Landlord’s handling of the repair to the communal ceiling outside the resident’s property. Landlord’s response to the resident’s concern regarding the standard of grounds maintenance and communal repairs. The Ombudsman has also considered the landlord’s …
The complaint is about. The residents request for compensation for damaged personal items. The landlords response to the residents reports of water ingress into his property. The landlords response to the residents concerns regarding staff conduct. This service has also considered the landlords complaint handling.
The complaint is about: The resident’s reports of discrimination and harassment by the landlord for his health issues and disabilities. The landlord’s handling of outstanding repairs at the resident’s property and his resulting request to be rehoused. The landlord’s handling of the resident’s reports about the behaviour and communication of …
The complaint is about: The landlord’s response to the resident’s report of various repairs. The landlord’s response to the resident’s enquiry about upgrades to his kitchen, bathroom, and windows. The landlord’s response to the resident’s request that the landlord regularly inspect the block. The landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: The impact on the resident of a dispute with an energy supplier. Administration of the rent and service charge account. The resident’s concerns about a parking safety issue. Reports of defects in the property. The resident’s complaint. The Ombudsman has also assessed …
The complaint is about: The landlord's handling of repairs following water ingress. The landlord’s response to the resident's concerns about the bin store. The landlord's response to the resident's reports of stolen post. The landlord's handling of the resident's service charge accounts.
This complaint is about the landlord’s handling of: The resident’s queries about her service charge. The associated complaint.
The complaint is about the landlord’s: Handling of the resident’s data in relation to her being identified as the complainant to the alleged perpetrator. Handling of reports of anti-social behaviour (ASB), including the communication with the resident throughout the case, and the compensation offered. Staff calling residents from personal mobile …
The complaint is about: The landlords handling of the resident’s request for a subject to access request (SAR). The landlords response to the resident’s reports of anti social behaviour (ASB). This service has also considered the landlord’s complaint handling.
The complaint is about the: Landlord’s handling of an electrical inspection and follow on works. Landlord’s decision to get an injunction order for access to the property to complete the electrical works. Landlord’s records concerning the resident’s vulnerability and requirements for access to the property. The investigation has also considered …
The complaint is about the landlord’s handling of: A planned bathroom replacement. Its knowledge and information management, in relation to the handling of a leak. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s: Reports of noise nuisance and anti-social behaviour (ASB). Request to be rehoused. Associated complaint.
The complaint concerns the landlord’s handling of: The resident’s concerns about the padlock on the communal back gate. The resident’s reporting of anti-social behaviour (ASB). The resident’s concerns about being informed about who she could and could not let into the building.
The complaint concerns the landlord’s handling of: The resident’s reporting of damp and mould in the property. Repairs to the front gate, the shrub acting as a divider to the neighbouring property and to the cracks in the ceiling and to the walls of the property. The resident’s requests for …
The complaint is about: The landlord’s response to the resident’s reports regarding the air source heat pump and solar panels. The landlord’s handling of water penetration into the property. The landlord’s response to the resident’s request for compensation for the two-week period that the property did not have insulation. The …
The complaint is about the landlord’s handling of the resident’s concerns about: Repairs required to her home as part of a legal claim, including to resolve damp and mould and woodworm. The conduct and workmanship from its staff, contractors, and subcontractors during a replacement of her kitchen and bathroom. Injury …
The complaint is about the landlord’s handling of the resident’s requests: That the cleaners stop using bleach or strong chemical cleaning products in the communal areas outside her home. To be notified when communal works are to be completed, including gardening, window cleaning, and repairs. To be informed on what …
The complaint is about the way the landlord handled the resident’s: Reports of noise nuisance and antisocial behaviour (ASB); Reports that a neighbour was running a business from their property; Tenancy breach warning ; Complaint.
The complaint is about the landlord’s handling of: a bird infestation in the resident’s property. the resident’s decant. a heating and hot water repair. The Ombudsman has also investigated the landlord’s: complaint handling. record keeping.
The complaint is about the landlord’s: Handling of reports of a rodent infestation. Response to a request for temporary housing. Complaint handling. Record keeping.
This complaint is about the landlord’s: Response to the resident’s reports of mould; Handling of recommended aids and adaptations; Response to the resident’s concerns about a replacement kitchen; Complaint handling. The Ombudsman also considered the landlord’s record keeping.
The landlord’s handling of the resident’s request to assign his tenancy via a mutual exchange.
The complaint is about the landlord’s handling of reports of noise nuisance and antisocial behaviour (ASB) from a neighbouring property. The Ombudsman has also considered the landlord’s complaint handling.
The resident’s complaint is about: The landlord’s handling of a dispute over the rear garden. The landlord’s handling of issues relating to a parking space. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Request for replacement windows. Concerns about the affordability of the property. Request for the storage heaters and aerial sockets to be relocated. Concerns about access to the water meter. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s: contents insurance account. complaint.
The complaint is about the landlord's handling of the resident's roof repairs and its subsequent offer of compensation. The Ombudsman investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of repairs following the resident moving into a mutual exchange property. The Ombudsman has decided to consider 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 |