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 designation of her property as a three-bedroom rather than a two-bedroom house. request for a rent refund in view of this. concern that she had raised this issue with the landlord in 2017 but it had not …
The complaint is about: The landlord's handling of the resident's Right to Buy (RTB) application. The landlord’s associated complaint handling.
This complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (‘ASB’) by her neighbours. The report will also address the landlord’s handling of the complaint.
The complaint is about the landlord’s:
The complaint is about: The level of service charge for the grounds maintenance contract. The landlord’s response to the resident’s concerns regarding the standard of service provided under the grounds maintenance contract. The landlord’s complaint handing.
The complaint is regarding: An increase in the resident’s service charges. The landlord’s administration of the resident’s service charge account. The landlord’s handling of the resident’s requests for information regarding his service charges. The landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s report of her neighbour’s shed causing damage to her garden and restricting natural light to her property. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: reports of anti-social behaviour (ASB) and harassment; associated formal complaint.
The complaint is about the landlord’s handling of the resident’s: concerns about the removal of a walkway gate; associated formal complaint.
The complaint is about the landlord’s: response to the resident’s request for reimbursement of the cost of replacing a lock to his front door. response to repairs required to a communal fire door. handling of the associated complaint.
The resident has complained that: The landlord took too long to complete repairs to the roof. The landlord had not addressed all the outstanding repairs or complaint issues by the time of the final response. The landlord provided poor customer service during the repairs and complaint procedure. The cost of …
The complaint is about the landlord’s handling of the resident’s: request for compensation for damaged flooring following a sewage pipe leak; associated formal complaint.
The complaint is about the landlord’s response to: the resident’s reports of damp and mould in the property leading up to 2017. the resident’s reports of damp and mould in the property from 2018. The Ombudsman has also investigated how the landlord handled the resident’s formal complaint.
The resident complains about: the landlord's administration of the service charge for communal lighting, and; its response to her requests for information about the electricity meters.
The complaint is about the landlord’s:
The complaint is about: The landlord’s response to reports of repairs at the property. The landlord’s response to reports of the build-up of litter around the building and car park. The landlord’s refusal to compensate the resident for the increase in her utility bills. The associated formal complaints into these …
The complaint is about the landlord’s: Response to the resident’s reports of a petrol generator being used in the communal areas. The handling of the resident’s complaint.
The complaint is about the landlord’s:
This complaint is about the following issues: The landlord’s handling of leaks to a neighbouring property, including its handling of a forced entry into the resident’s property and the changing of the keys, and the way it communicated with the resident. The landlord’s handling of disrepair to the sitting room …
The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from her neighbour. The landlord’s handling of the associated formal complaint.
The complaint is about the landlord’s response to reports of: broken paving slabs; defective street lighting; and complaint handling.
REPORT COMPLAINT 201914575 Sanctuary Housing Association 15 February 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 complaint refers to: The landlord’s administration of the resident’s rent account. The resident’s concerns in relation to a repair needed to her stairs.
The complaint is about the landlord’s:
REPORT COMPLAINT 201815545 Shepherds Bush Housing Association Limited 29 January 2021 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 complaint is about: The landlord’s response to the resident’s reports of damage caused to the property following a leak. The landlord’s communication in relation to a cancelled appointment following the leak. The landlord’s complaint handling of these matters.
The complaint is about the landlord’s:
The complaint is about: The landlord’s responses to the resident’s reports about delays in completing maintenance work at the property. The landlord’s handling of the complaint.
The complaint is about: The condition of the garden when the resident moved into the property. The landlord’s handling of the complaint.
The complaint is about: The landlord’s responses to the resident’s request to install a gas supply and gas central heating into her home. The landlord’s record keeping.
The complaint is about: The landlord’s response to the resident’s daughter’s enquiries about service charges between 2012 and 2019; and The landlord’s complaints handling
The complaint is about: the landlord’s response to the resident’s concerns about service charges in particular relating to block charges and a play area; and complaint handling.
The complaint is about:
The complaint is about the landlord’s handling of the resident’s: reports of pest infestation; requests for a replacement fence; requests for tree maintenance in his rear garden; associated formal 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 |