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 of damp and mould. The landlord’s handling of the resident’s request for compensation following a leak from the dehumidifier . The landlord’s handling of the resident’s concerns about the condition of the kitchen cupboards. The landlord’s response to the …
The complaint is about: The landlord’s handling of the resident's request for disabled parking. The landlord's handing of the resident’s concerns about his neighbour’s CCTV. The landlord's decision to place an alert on the resident's tenancy file. The landlord’s handling of the resident’s concerns about the conduct of a housing …
The complaint is about: The level of compensation offered following the landlord's handling of repairs and replacement of the resident's kitchen. The landlord's complaint handling.
The complaint is about the landlord's handling of: leaks in the property. repairs to a concrete pathway, fence, windows and external doors. the resident’s complaint.
The complaint is about the landlord's handling of the resident’s request for a new bathroom and bathroom repairs to be carried out. The Ombudsman has also considered the landlord’s: complaint handling. knowledge and information management.
The complaint is about: The landlord's handling of allegations of antisocial behaviour (ASB) made against the resident. The landlord’s handling of the resident’s reports of ASB about a neighbour.
The complaint is about the landlord’s handling of: The resident’s reports about the condition of the property at the start of the tenancy. The resident’s concerns about asbestos at the property. The associated formal complaint.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould. The landlord’s handling of the resident’s request for compensation for the damage caused to his possessions. The landlord’s handling of the resident’s request for support with his rehousing application. The landlord’s handling of the resident’s …
The leaseholder’s complaint is about the landlord’s handling of: A loss of heating to the property. His formal complaint.
The complaint is about: The landlord’s communication with the resident following damage to the property caused by flooding. The landlord’s response to the resident’s request to be reimbursed for damage caused to her personal belongings. The associated complaint handling.
The landlord’s handling of the following: the residents report of draughty windows in need of repair. Outstanding works from beginning of tenancy including gaps to back door, removal of rubbish from side of property, replacement of damaged fence panels. Repairs to the bathroom shower, basin tap and door. The subsequent …
The complaint is about the landlord’s: Handling of the registration of the lease or title to the property. Response to the resident's request to complete outstanding works. Handling of the complaint. The Ombudsman has also considered the landlord’s knowledge and information management.
The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB). Response to reports of communal repair and maintenance issues. Actions in respect of the resident not having custody of his child. Response to the resident’s subject access request. Complaint handling.
The complaint is about the landlord’s handling of the resident’s request for succession to his mother’s tenancy. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord's handling of the resident's: request for information about electric vehicle charging bays. reports about a communal streetlight not working. The Ombudsman has also considered the landlord’s complaint handling and record keeping.
The complaint is about the landlord’s response to the resident about: Front and back doors reportedly resulting in water ingress and draughts. A leaking roof Issues with an immersion and boiler and loss of hot water. Costs incurred as a result of flooding and damage, in relation to issues such …
The complaint is about the landlord’s communication with the resident about the property at the start of the tenancy, including providing inaccurate information about the size of her garden. The complaint is also about the landlord’s response to the resident’s reports of repair and other issues at the property. The …
The complaint is about the landlord’s response to: The resident’s reports that the landlord had not removed weeds from the nearby alleyway and footpaths. The resident’s reports of antisocial behaviour (ASB) by neighbours, including fly tipping, overflowing rubbish bins, graffiti, damage to the resident’s garden lights and damaged communal fencing. …
The complaint is regarding the landlord’s: Response to the resident's concerns regarding his building security and the standard of service, including whether the service offered value for money. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s requests for information about service charges; Response to the resident’s requests for certified accounts; Response to the resident’s request for permission to complete home improvements; Complaint handling.
The complaint is about the landlord’s: communication relating to the resident’s annual service charge statement. response to the resident’s request for a breakdown of the service charges. administration of the resident’s service charge account.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB), including reports of a hate incident. Handling of the resident’s request for reasonable adjustments in its contact with him. Response to reports it received about the resident’s conduct towards its staff. Complaint handling.
REPORT COMPLAINT 202210685 Paragon Asra Housing Limited 22 January 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 response to the resident about: a request for support with her energy supplier. the support it offers, an energy visit and a request for repairs to take place after 2.30pm. its complaint handling.
The complaint is about the landlord’s responses to the resident’s concerns about: her Housing Moves application, including queries about a mutual exchange. a leak under the kitchen sink. an issue with the guttering. a back door which was in disrepair. the contractors used by the landlord for repairs. lift repairs. …
The resident’s complaint is about: The conduct of a housing officer. The landlord’s response to reports of asbestos at the property. The landlord’s response to reports of pests within the property. The landlord’s handling of her complaint. The Service has also investigated the landlord’s knowledge and information management.
The complaint is about the landlord’s handling of the resident’s concerns about: Antisocial behaviour (ASB) in her building. The maintenance and cleanliness of her building’s communal areas. The impact of major remedial works taking place to the building’s cladding. The end of her tenancy. The Ombudsman has also considered the …
This complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB); Response to the resident’s various service charge concerns; Complaint handling. The Ombudsman also considered the landlord’s record keeping.
The complaint concerns: The landlord’s handling of the resident’s reporting of damp and mould. The landlord’s decision not to decant the resident. This report has also considered: The landlord’s complaints handling. The landlord’s record keeping.
The complaint is about the landlord’s: Response to the resident’s concerns about the conduct of two staff members. Handling of pest control issues. Complaint handling.
The complaint is about: The landlord's decision to grant permission for a neighbouring resident to undertake construction work. The landlord’s response to concerns about the impact of the neighbour’s construction work noise and disruption. The landlord’s response to concerns about the damage caused to the resident’s property from the neighbour’s …
The complaint is about the landlord’s handling of the repairs to the wall plaster. The investigation has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of a leak and repairs to the bathroom extractor fan. The resident’s queries about the landlord’s methods of communication.
The complaint is about the landlord’s response to the resident’s reports of issues with his Sky TV signal. The Ombudsman has also considered the landlord’s communication.
The complaint is about the landlord’s handling of the resident’s: Reports of a broken boiler including no heating and no hot water. Concerns that his emails had been blocked. Formal complaint.
The complaint is about: The landlord’s handling of pest control reports and related works. The landlord’s handling of damp and mould reports. The landlord’s handling of the resident’s request for a kitchen alteration. The landlord’s handling of the resident’s request for a move. The landlord’s handling of the resident’s complaint.
REPORT COMPLAINT 202208660 Home Group Limited 29 January 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 condition of the property at the start of the resident’s tenancy, and how the subsequent repairs were handled by the landlord. The landlord’s handling of the resident’s decant from the property. The level of compensation offered by the landlord.
The complaint is about the time taken by the landlord to resolve defects in the kitchen and bathroom. The Ombudsman also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s; Request to replace a door; Reports of outstanding repairs; Reports of an overgrown tree; Enquiry about a kitchen refurbishment. This report will also assess the landlord’s: Complaint handling; Record keeping.
The complaint is about the way the landlord handled the resident’s: Rent arrears; Concerns about contractor visits; Personal data following a cyber incident; Complaint. This report will also assess the landlord’s record keeping.
The complaint is about: The resident’s report that the landlord provided him with inaccurate information prior to purchasing the property in relation to: Access to the roof terrace. The kitchen worktop. The landlord’s: Response to the resident’s concerns about differences in the standard of entrance halls across tenures. Administration of …
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of the resident’s reports of defects to the plasterboard. The grounds maintenance service charges which were applied to the resident’s account. The landlord’s handling of the resident’s request for compensation for damage …
The complaint is about the landlord’s: Response to the resident’s concerns about changes made to the Memorandum of Staircasing (MOS) by the landlord’s solicitor prior to the sale of the property. Decision not to refund the resident’s £13,500 sinking fund contribution following changes made to the MOS by its solicitor …
The complaint is about the landlord’s response to: Reports of repairs to a decant property. The resident’s concerns about the length of time he was decanted. Complaint handling.
The complaint is about the landlord’s handling of: the repairs at the property; the resident’s request for a shower that meets her medical needs; the associated complaint.
The complaint is about the erection of scaffolding at the resident’s property. This Service has also investigated the landlord’s complaint handling.
The resident’s complaint is about: The landlord’s handling of a dispute over a garden fence. The landlord’s handling of the resident’s management transfer. The Ombudsman has also considered the landlord’s complaint handling while investigating this complaint.
This complaint is about how the landlord handled the resident’s reports of defects in his new build property. This investigation has also considered the landlord’s handling of the associated complaint.
This complaint is about the landlord’s: Handling of reports of anti-social behaviour (ASB). Complaint Handling. The Ombudsman has also considered 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 |