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: Condition of the property when it was let to the resident. Landlord’s handling of repairs including a leak, damp, and mould. Landlord's response to the resident's reports that she did not have heating and hot water for 13 weeks from the start of the tenancy. …
The complaint is about the landlord’s handling of: The decant process due to bathroom works. A Right to Buy (RTB) application. Reports of pest infestation. The Ombudsman has also considered the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s handling of: Repairs to the toilet and bath in the resident’s property. The tenancy renewal. Placing the resident on a risk to staff register. A subject access request (SAR) and data breach. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s response to reports of a fencing repair and the maintenance of the external decoration of the building. The landlord’s response to a request to relocate a gas meter within the property. Communication from the landlord regarding a breach of tenancy. This report has also …
The landlord’s handling of reports of reports of a damp and water ingress in the property. The landlord’s response to concerns about the effectiveness and efficiency of the heating, hot water, and shower system.
The complaint is about the landlord’s handling of the resident’s: Reports of anti social behaviour (ASB). Reports about the cleaning of communal areas. Reports about a roof leak. Requests for a conifer to be cut back. Requests for compensation payments. Complaints. It is also about the landlord’s decision to apply …
The complaint is about the landlord’s: Handling of the resident’s reports of alleged antisocial behaviour (ASB) and hate crime by his neighbours, including the resident’s concerns of discrimination by the landlord. Handling of counter allegations about the resident’s alleged ASB. Handling of his rent account including its response to the …
The complaint is about the landlord’s: Response to the resident’s concerns about the bathroom. Response to the resident’s request to be moved to supported housing. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of sewage smells in her home. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of fly tipping in the bin store. Concerns relating to the caretaker’s performance. Reports of repairs required to the external communal doors of the building. Reports of repairs required to the car park gates. Reports of antisocial behaviour (ASB) …
The complaint is about the landlord’s handling of concerns about a mutual exchange, including: property inspection and condition of the property. subsequent remedial works. staff conduct. gas and electrical safety checks. the deed of assignment. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s report of a lift breakdown. The landlord’s response to the resident’s concerns about fire safety. The Ombudsman has considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Leaks into the living room and back bedroom causing damp. The standard of cleaning and maintenance of the communal area. Being charged for maintenance works for storm damage. This Service has also considered the landlord’s handling of the …
The complaint is about the landlord’s: response to concerns about the presence of carbon monoxide; response to concerns about a lack of heating and hot water; complaint handling.
The complaint is about the landlord’s handling of water ingress into the property resulting in damp and mould. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s: Handling of repairs to the extractor fans. Response to reports of a water leak. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of: The resident’s reports of antisocial behaviour (ASB) including the parking issue. The resident’s concerns relating to the plans for the parking spaces near the property. Complaint handling.
The complaint is about the landlord’s: Handling of reports of repairs after the resident moved into the property. Handling of the resident’s request for the electrical safety certificate. Complaint handling.
The complaint is about the landlord’s handling of: Concerns raised by the resident about the condition of the property when it was let. The resident’s reports of damp and mould and the associated repairs. The resident’s reports of issues with the boiler. The resident’s reports of leaks. The work required …
The complaint is about the landlord’s response to: The resident’s dissatisfaction of the provision and standard of grounds maintenance for the front garden and communal outdoor areas. The resident’s request for the landlord to pave the front garden as a means to remedy her grounds maintenance complaint. The Ombudsman has …
The complaint is about: The landlord’s response to flooding at the property. The landlord’s handling of the decant. The landlord’s handling of repairs. The landlord’s handling of the resident’s personal data. The landlord’s response to damage caused to the resident’s possessions by the flooding. The landlord’s handling of the associated …
The landlord’s handling of the resident’s decant and her request for reimbursement and compensation. The landlord’s handling of the resident’s safety concerns and reports of outstanding repairs on her return to her property. The landlord’s handling of the resident’s complaint and its level of communication with her.
The complaint concerns the landlords handling of the following: Communication with the residents regarding the regeneration work on the estate. Request for rental payments. The subsequent complaint.
The complaint is about: The landlord’s handling of repairs. The landlord’s handling of pest control reports. The landlord’s handling of the resident’s complaint.
The complaint concerns the landlord’s: Handling of repairs. Decision to charge the resident for communal wi-fi. Handling of the resident’s concerns about the concierge service. Handling of reports of a vandalised car in the communal car park. Complaints handling. This report has also considered the landlord’s record keeping.
The complaint is about the landlord's handling of: The kitchen replacement works. The resident’s reports of damaged flooring. The resident’s request for a kitchen extension. The associated complaint.
The complaint is regarding the landlord’s; Handling of the resident’s request for an LGBTQ+ staff member as a point of contact. Response to the resident’s reports of noise disturbance. Response to the resident’s request for a management transfer. Handling of the resident’s reports that they were verbally abused. Handling of …
The complaint is regarding the landlord’s: Handling of repair issues, including reports of mould in his kitchen and broken kitchen units. Reponses to the resident’s wife when she made contact on his behalf. The Ombudsman has also considered the landlord’s handling of the complaint.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in her living room. The landlord’s handling of the resident’s request that she be moved to temporary accommodation while the damp issues were resolved. The landlord’s response to the resident’s request for a permanent transfer …
The complaint is about the landlord’s response to the resident’s. Reports of leaks in her property. Associated complaint.
The complaint is about: The landlord’s handling of required works after completing a damp and mould survey. The landlord’s handling of repairs to the resident’s broken staircase and handrail.
The resident’s complaint is about the landlord’s response to: a leak to the building roof; the associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of: Antisocial behaviour (ASB); Outstanding repairs; Boiler repairs. The landlord’s handling of the resident’s: Management move; Complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of anti social behaviour (ASB). Reports of noise nuisance. Concerns about staff conduct. Request to be moved by the landlord due to the ASB and noise nuisance. Housing application. Associated complaint.
The complaint is about: The condition of the property at the start of the tenancy. The landlord’s handling of the decant process. The landlord’s handling of ongoing repairs and the conduct of its staff. The landlord’s handling of the resident’s complaint.
The complaint is about: Information provided during the sales process. The landlord's handling of the resident’s reports about repairs. The Ombudsman investigated the landlord's handling of the associated complaint.
REPORT COMPLAINT 202115757 Stonewater Limited 18 December 2023 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 is set […]
This complaint is about: The level of compensation offered by the landlord following a wide range of repair, cleaning, communication, gardening and maintenance issues in the resident’s home and the communal areas of his block. The resident’s concern that the bathroom in his property was not as advertised when he …
REPORT COMPLAINT 201906790 Poplar Housing And Regeneration Community Association Limited 14 December 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]
The complaint is about the landlord’s handling of: The resident’s reports of leaks in the property. The residents decant and compensation payments. Boiler repairs.
The complaint is about the landlord’s handling of the resident’s: Report about the conduct of an employee. Report that the expected work was not completed. Associated formal complaint and communication.
The complaint is about the landlord’s handling of the resident’s reports about: Bathroom wall cracks, flaking paint and replacement of a rusty radiator. Issues with the kitchen extractor fan. This Service has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of overflowing gutters. Response to the resident’s reports of drains being flooded following the jet washing of a neighbouring building. Response to the resident’s reports of a boiler problem that left her without heating or hot water for four …
The complaint is about the landlord’s handling of the resident’s concerns about: The condition of the property when it was first let. When the rent was first payable from. Repairs at the property. A gas leak.
The complaint is about the landlord’s: handling of the resident’s reports of smoke ingress to her property. response to the resident’s reports of antisocial behaviour (ASB). Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Application to succeed her late mother's tenancy. Repairs including leaks and mould. Reports of rubbish in and around the property. Formal complaint The Ombudsman has also considered the landlord’s knowledge and information management.
The complaint is about the landlord’s handling of: Repairs to the resident’s kitchen following a leak from the property located above and from the external brickwork and carrying out an asbestos survey. The conduct of the landlord’s surveyor and contractors. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of repairs to: Plumbing – Water tank/boiler, shower, taps and drainage; Roof leak and ceiling damage; Window; Garage door. The landlord’s complaint handling .
The complaint is about the landlord’s handling of the resident’s concerns about: The level of insulation in the property. The condition of the external brickwork. The condition of the heating system. This Service will also assess the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of repairs to the bathroom. The Ombudsman has also considered the landlord’s complaint handling in this case.
| 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 |