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.
This complaint is about how the landlord handled: The resident’s report of fly-tipping outside her property following a mutual exchange. A report that the resident had disposed of rubbish in bins allocated to other properties. This complaint is also about the landlord’s complaint handling.
The complaint is regarding: The tone of the landlord’s communication. How the landlord sought to arrange an electrical test at the resident’s property. The landlord allegedly victimising the resident.
The complaint is about: The landlord’s handling of toilet repairs at the property. The landlord’s communication regarding rent payments. The Ombudsman has also investigated the landlord’s complaint handling.
This complaint is about: The level and reasonableness of the resident’s service charges. The landlord’s handling of the resident’s concerns regarding: Roof repairs. External painting of the block. The standard of the grounds maintenance service. Car parking.
The complaint is about:
The complaint is about the landlord’s: Response to the resident’s reports of damage to the property’s front door. Delay in setting up the resident’s rent and service charge account. Complaint handling.
The complaint concerns the landlord’s: Response to the resident’s request for compensation for damage caused to his carpets, following a leak. Handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s request for her laminate and vinyl flooring to be replaced. The resident’s report of no heating and hot water following a leak in her property. The reports of damp and mould in her property following the leak, and damage to …
The complaint is about the landlord’s response to the resident’s reports about:
This complaint is about: a. the level of the landlord’s service charges for items such as building and grounds maintenance; b. allegations of discriminatory practice on the part of the landlord; c. the landlord’s response to the resident’s reports about: service charges discrimination noise disturbance;
The complaint concerns: The landlord’s response to reports of a chip in the bath. The landlord’s assertion that the resident is not permitted access to communal areas. The landlord’s failure to tell the resident of the sinking fund she would need to contribute to when the property was sold to …
The complaint refers to: The landlord’s handling of repairs needed to the resident’s fence following damage caused by a neighbour. The landlord’s handling of the resident’s associated complaint.
This complaint is about the landlord’s handling of: the resident’s reports of repairs needed at the property; the resident’s reports of mould growth to windows and kitchen pipework; the resident’s reports of rats entering his garden from a neighbour’s garden; the related complaint.
This complaint is about the landlord’s handling of: the resident’s reports of mould growth and a pest infestation in her property; the related complaint.
The complaint refers to the landlord’s handling of: The resident’s request for a replacement kitchen. The repairs needed to the resident’s kitchen. The resident’s concern that the landlord had authorised ‘illegal’ repairs to the kitchen. The associated complaint.
The complaint is about: The level of compensation offered to the resident for repair delays. The landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s bath replacement. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of: An operative attending the resident’s property without authorisation. The operative’s conduct.
The complaint refers to the landlord’s handling of: the repairs needed to the resident’s back door. the resident’s concerns about a tenancy warning letter being issued. the associated complaint.
The complaint refers to the landlord’s handling of the resident’s: concerns regarding the smoke detector system in his property. concerns about the extractor fan in his kitchen. associated complaint.
The complaint is about the landlord’s response to the resident’s report of a leak. The complaint is about the complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB). Response to the resident’s concerns regarding a breach in confidentiality. Complaint handling.
The complaint is about the landlord’s: Handling of the residents’ reports of a leak at the property. Complaint handling.
The complaint is about: The level and reasonableness of the service charge. The landlord’s response to the resident’s enquiries about repairs to a dormer window at the building. The landlord’s response to the resident’s enquiries about repairs to a communal tap, pipe and guttering at the building. The landlord’s complaints …
The resident has complained about: The landlord’s response to their reports about noise from doors in the building. The landlord’ response to their reports of the smell of cigarettes and alleged drug taking entering their home.
This complaint is about the landlord’s response to: The resident’s reports of repairs to his rear living room window. The resident’s report of alleged anti-social behaviour (ASB). The resident’s concerns about calls he made to the landlord on 3, 4 and 5 August 2020 and his housing officer putting the …
The complaint is about the landlord’s response to the resident’s reports about:
The complaint is about the landlord’s: handling of the resident’s request for repairs to his bedroom radiator. associated complaint handling.
The complaint is about: The landlord’s handling of cladding remediation works including how long the works have taken to complete, the landlord’s communication about funding arrangements, and the impact the situation has had on progressing the sale of the resident’s property. The landlord’s decision not to refund the cost of …
REPORT COMPLAINT 202103874 Guinness Housing Association Limited 19 August 2021 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 […]
REPORT COMPLAINT 202017292 Hyde Housing Association Limited 10 August 2021 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 reports of anti-social behaviour (ASB) from their neighbour. The type of tenancy the resident has. The landlord’s handling of a mutual exchange. The landlord’s complaint handling.
The resident complained about the landlord's handling of :
This complaint is about the landlord’s handling of: concerns raised by the resident about communal cleaning; repairs to the communal door; the resident’s reports of a faulty front door to his flat.
The leaseholder complains about: delays to a window repair from September 2019; delays to repairs to a door entry system; service charges for repairs to a door entry system, and; complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of electric sockets not working in the property. Response to the resident’s reports of a problem with one of the windows in the property. Complaint handling.
The complaint is about the landlord’s response to the resident’s: reports about repair works required at her property; reports about the landlord’s employee’s behaviour; reports about antisocial behaviour (ASB) from her neighbour; request to be transferred to an alternative property.
This complaint is about the landlord’s handling of: the resident’s reports of mould growth in her property; the related complaint.
The complaint concerns the landlord’s: Handling of repairs to the property following a leak from a radiator. Refusal to reimburse the resident for damage to his personal items caused by the leak. Formal complaint into these matters.
The resident has complained about: The time taken to respond to reports of a beeping fire alarm. Contractors visiting without notice. The standard of cleaning in communal areas, including the inadequate use of Personal Protective Equipment (PPE). The landlord’s response to reports about the communal door being left open. The …
The complaint is about the landlord’s response to the resident’s: Request to repair the cladding on the property. Request to repair the fan in the downstairs toilet in order to prevent smells entering the property. Request to install a lever tap and a handrail following an Occupational Therapist’s recommendation. Concerns …
The complaint is about the landlord’s: Decision to relocate the communal bins for the building to directly outside the resident’s property. Associated complaint handling.
REPORT COMPLAINT 202010454 Thames Valley Housing Association Limited 25 June 2021 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 that the property had not met lettable standards; the resident’s reports of repairs needed to her property; kitchen upgrade works; the resident’s requests for it to consider her circumstances and offer appropriate support.
The complaint is regarding: The landlord’s handling of repairs to the resident’s pathway and manhole covers on his property. The landlord’s handling of repairs to the resident’s guttering. The landlord’s complaint handling.
The complaint is about: - The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of the resident’s request that the landlord repair a communal fence. The landlord’s handling of the resident’s report of mould, including in relation to the installation of an extractor fan. The …
The complaint is about: The landlord’s response to the resident’s reports of damp and mould in the property. The landlord’s response to the resident’s request to be permanently decanted to a three-bedroomed property. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s request for a new front door. Response to the resident’s request to replace the gas fire. Complaint handling.
REPORT COMPLAINT 202014309 Nottingham Community Housing Association Limited 18 May 2021 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: Response to the resident’s request for cooling equipment in his bathroom. Handling of matters after its final complaint response on 25 August 2020.
| 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 |