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 to the resident’s bathroom including, amongst others: replacement of the radiator, re-tiling, installing the resident’s new toilet. the landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of repairs to the guttering and downpipes at the resident’s property and the compensation offered for delay. The landlord’s response to the concerns raised about internal damage to the resident’s property. The landlord’s administration of the resident’s service charge. The landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of: The level of compensation following leaks and associated damage from a boiler repairs. Complaint handling through its internal complaints process.
The complaint is about: The landlord’s handling of the resident’s reports of water ingress, damp, and other repairs to the property. The landlord’s handling of the resident’s temporary decant and his request for a permanent move. The landlord’s complaints handling.
The complaint is about the landlord’s response to the resident about: issues with the water pressure and temperature. damp and mould and a request for a surveyor inspection. The Ombudsman has also considered the landlord’s complaints handling.
This complaint is about: How the landlord handled the resident’s personal data. The landlord’s response to: The resident’s reports of ASB by her neighbours. Allegations of ASB made about the resident by her neighbours. The landlord’s handling of the associated complaint.
This complaint is about the landlord’s handling of: the resident’s anti-social behaviour (ASB) reports; adaptations to the resident’s property; the related complaint.
The complaint concerns: The landlord’s response to the resident’s reports of noise nuisance from the neighbour in the upstairs flat. The related complaint handling.
The complaints referred to this Service are about: Rent and service charge increases since the start of the resident’s tenancy and the landlord’s administration of the resident’s rent account. The landlord’s decision to serve a Notice of Seeking Possession (NOSP) on the resident due to rent arrears. The landlord’s handling …
The resident complains about the landlord’s handling of: Repairs to the lino flooring in the shower room. Repairs to the communal main entrance door. Their concerns about the condition of the bin store and communal areas. Reports of a mouse infestation. Reports of anti-social behaviour and associated request for a …
The complaint is regarding the landlord’s: Response to the resident’s reports of a mouse infestation. Handling of repair reports, including relating to damp and mould in the property and a faulty kitchen light. Handling of the resident’s complaint and its offer of compensation.
The complaint is about: The landlord’s handling of repairs at the resident’s property. The landlord's response to the resident’s assertion that his property was illegal and in breach of the Decent Homes Standard, the Building Act 1984, and unsafe in accordance with the Housing Health and Safety Rating System (HHSRS). …
The complaint is about: The landlord’s handling of the resident’s reports concerning anti-social behaviour.(ASB) The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident about: The concerns about fire safety and the removal of fire extinguishers. The completion of a person-centred fire risk assessment. The request for a copy of a fire risk assessment. The deep cleans and the provision of hand sanitiser units …
The complaint is about: The landlord’s handling of the resident’s reports of an overflow pipe leak. The landlord’s complaint handling.
The complaint is about the landlord's: Handling of the resident’s request for a new kitchen. Response to the resident’s concerns about asbestos.
This complaint is about the landlord’s handling of
REPORT COMPLAINT 202017036 Thames Valley Housing Association Limited 14 July 2022 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 handling of: the resident’s reports of water ingress to his living room; the related complaint.
The complaint is about the landlord’s handling of:
The complaint is about the landlord’s handling of the resident’s reports of flooding in the property.
The complaint concerns: How the landlord responded to the resident’s reports of noise nuisance and antisocial behaviour (ASB). The associated formal complaint into these matters.
The complaint is about: The landlord’s handling of the resident’s reports of defects within the property. The landlord’s handling of the associated complaint.
This complaint is about the landlord’s handling of: the resident’s request for an EWS1 form; the related complaint.
REPORT COMPLAINT 202100167 Wandle Housing Association Limited 23 June 2022 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 […]
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 complaint is about: The landlord’s response to the resident’s reports of repairs to the heating system from January 2021. The landlord’s response to the resident’s reports of repairs to the heating system from 2017. The landlord’s complaint handling.
The complaint is about the landlord’s: Handling of flooring repairs to the property. Response to the resident’s request for a new kitchen and bathroom. Complaint handling.
The complaint is about the landlord’s: Installation of gas central heating at the resident’s property. Complaint handling.
This complaint is about the properties offered by the landlord via its management transfer process. The related complaint handling.
The complaint is about the landlord’s: Handling of the resident’s concerns about other residents smoking outside the communal entrance. Handling of the resident’s concerns about communal parking. Complaint handling.
This complaint is about the landlord’s handling of: the resident’s request for her internal doors to be adapted; the resident’s report of an unsafe driveway; the resident’s reports of internal repairs needed to the property; the related complaint.
The complaint is about the landlord’s delay in providing the resident with a move-in date to the property and its communication around this. The complaint is also about the associated handling of the complaint.
The complaint concerns the landlord’s handling of: Damage caused by leaks from the upstairs flat and a decant. Reports of damage caused by operatives to flooring whilst relocating an electrical socket. Reports of staff not wearing face masks. The related complaint.
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:
The complaint is about: The landlord’s handling of repairs following a leak. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of a rat infestation. Repairs including damp and mould. Requests for a rent refund and to be rehoused.
The complaint is about the landlord’s handling of the resident’s: reports of noise nuisance and anti-social behaviour (‘ASB.’) request for reasonable adjustments in communication. complaint through its internal complaints process. subject access requests. concerns about staff conduct. counter allegations against him. lack of consideration of supporting evidence.
The complaint is about the landlord’s: Response to reports of repairs required to the: Conservatory. Shed. Complaint handling.
The resident has complained about the landlord’s: handling of the resident’s request to remove the tree in their garden. response regarding the resident’s reports of its contractor’s conduct. complaint handling. The resident has also complained about discrimination by the landlord’s contractor.
This complaint is about the landlord’s handling of: reports made by the resident prior to 2018 of cracks to her bedroom and living room walls and ceilings; the resident’s more recent reports of cracks to her bedroom and living room walls and ceilings; the resident’s requests for it to remove …
The complaint is about the landlord’s handling of the resident’s anti-social behaviour (“ASB”) reports. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s report of damp and mould in the property and the repair to the front door. The complaint is about the level of compensation for the resident’s damaged belongings. The complaint is about the complaint handling.
The complaint is about: The landlord’s handling of the boiler repair following an annual gas service. The landlord’s response to the resident’s request for reimbursement for his privately hired contractor. The landlord’s response to allegations about the gas engineer contractor who initially attended the appointment. The landlord’s decision not to …
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.
The complaint is about: The landlord’s handling of an ant infestation at the resident’s property. The landlord’s complaints handling.
The complaint is about: The landlord's handling of the resident's concerns regarding nuisance from her neighbour's cats. The landlord’s 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.
| 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 |