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 complaints about a contractor. The landlord’s response to the resident’s reports of creaking floorboards. This Service has also investigated the landlord’s complaint handling and the level of compensation offered.
REPORT COMPLAINT 202228755 Aster Group Limited 27 October 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. […]
The complaint concerns the landlord’s handling of: The resident’s reporting of anti-social behaviour. The resident’s request for a property move. This report has also considered: The landlord’s complaints handling. The landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs required in the property including cold floors, cold walls and issues of damp and mould. Report concerning flooring coverings and that the landlord had fitted non-matching tiles in the kitchen in 2018 that the resident was not …
The resident’s complaint is about the landlord’s handling of:
The complaint is about the landlord’s: Response to the resident’s reports of repairs required at the former property. The landlord’s management of the rent account. Response to the resident's reports of issues encountered during the removal of her items from the former property. Handling of outstanding repairs at the current …
The complaint is about the landlord’s: handling of the mutual exchange process; response to the resident’s reports that her boiler was not working properly; response to various reports of outstanding repairs at the property; decision not to replace the kitchen in the property; handling of the complaint including the level …
The complaint is about the landlord’s: Handling of leaks and associated repairs, damp and mould. Handling of the resident’s decant. Complaint handling.
The complaint is about the landlord’s handling of: Repairs to the property. The associated formal complaint.
The resident’s complaint is regarding the landlord’s: response to the resident’s concerns about the condition of the garden. complaints handling.
The complaint is about the landlord’s handling of the resident’s reports about: its contractor’s conduct. repairs to her boiler and radiators. repairs to her kitchen and bathroom. Repairs to her toilet. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s: request for information about the actual service charges for 2020-21; concerns about the amount he was being charged for services, and the consultation process for non-essential services; associated complaint.
The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour (ASB). complaint handling.
The landlord’s response to reports of noise from a neighbour’s Air Source Heat Pump (ASHP). Reports of no hot water at the property and the associated level of compensation offered.
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Related complaint
The complaint is about the landlord’s: Handling of, and communication about, the repairs at the property. Response to the resident’s request of a goodwill payment. This Service has also considered the landlord’s: Complaint handling Record keeping.
The complaint is about the landlord’s response to:
This complaint is about the landlord’s handling of the resident’s: Concerns about the servicing of the boiler. Concerns that the boiler was not operating correctly and her report of the boiler leaking on 31 August 2021. Complaints about the above matters.
The complaint is about the landlord’s: response to the resident’s reports of a bad odour entering her property; response to the resident’s reports of poor staff conduct; complaints handling.
This complaint is about the landlord’s: Response to the resident’s: Reports of damp following a previous Ombudsman determination; Reports of Silverfish; Reports of bathroom drainage issues; Vulnerabilities, health and welfare concerns; Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). Allegations of ASB made against the resident. The resident’s related complaint. A request for the resident to remove his camera doorbell.
The complaint is about the landlord’s: Handling of the termination of the resident’s former tenancy. Handling of the administration of the resident's rent account. Handling of the resident’s possessions. Handling of the resident’s reports about damp and mould at the former property.
The complaint is about the landlord’s: Handling of the resident’s queries about cyclical works and a resulting service charge dispute; Response to a subject access request; Handling of the associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of outstanding repairs in the property. The landlord’s response to the resident’s request to have a tenancy warning removed. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s concerns about the energy efficiency of the property. Repairs to the property. The resident’s request for a management transfer. The associated complaint.
The complaint is about the landlord’s: response to the resident’s request for it to renew her windows and external doors. response to the resident’s concerns regarding the cyclical decoration of the exterior of the property. complaints handling.
The complaint is about the landlord’s handling of: the resident's request for replacement windows; and the subsequent complaint.
REPORT COMPLAINT 202221350 LiveWest Homes Limited 29 September 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. […]
The complaint is about: The landlord’s handling of the resident’s request for a chain let. The landlord’s handling of communications over future chain lets.
This complaint is about the landlord’s handling of: Letting the property with an adapted bathroom. The resident’s reports of an unusable kitchen when he moved in. The associated complaint.
The complaint is about the landlord’s: Response to the resident’s requests for information about a charge on the land registry title deeds. Handing of the fire risk assessment. Complaints handling.
The complaint is about the landlord’s management and handling of: Repairs to address a roof leak and damp and mould in the property. The resident’s request for window reglazing in the property. Requests to reposition the gas meter due to concerns about heating costs. The resident’s request for information about …
The complaint is about the landlord’s handling of: the resident’s reports of damp and mould and the associated repairs; the adaptations to the resident’s property; the resident’s decant request; the resident’s complaint, including the level of compensation offered.
The complaint is about: The landlord’s handling of the resident’s repair reports regarding the rear door and leak to the bath. The landlord’s handling of concerns raised by the resident about the conduct of the developer’s subcontractor. The related complaint.
The complaint is about the landlord’s response to: The resident’s request that it fence off the land outside the property for her sole use. Complaint handling.
This complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB) from a neighbour. The associated complaint.
The complaint is about the landlord’s: Response to the resident’s concerns about her oven and kitchen units. Complaint handling.
The complaint is about the landlord’s response to: The resident’s concerns about accessing its online resident portal; The resident’s request to change to a sole tenancy; The resident’s concerns about information sent to the Department of Work and Pensions (DWP); The resident’s reports of a data breach. This report will …
The complaint is about the landlord’s handling of: Recurrent leaks from the property above and associated repairs. Repairs to resolve a draft in a bedroom. The resident’s concerns about poor signage to the property. The resident’s request that communication be via email and concerns about the standards of communication. Complaints. …
The complaint is about the landlord’s handling of: The resident’s report of window repair issues. The resident’s request for window adaptations to be completed.
The complaint is about the landlord’s response to: Reports of antisocial behaviour involving the resident’s upstairs neighbour. Reports of repairs to the boiler and a request to relocate the boiler. The resident’s request for the boiler and gas meter to be boxed in.
The complaint is about the landlord’s handling of: Remedial repairs to the resident’s roof, bathroom and downstairs toilet. The associated complaint.
The complaint is about the amount of compensation offered to the resident associated with the landlord’s handling of: Repairs, including damp and mould, a leaking sink and garden maintenance. The resident’s request for wardrobes and a garden shed. The associated complaint.
The complaint is about the landlord’s handling of; repairs to the communal pipework. damage to communal areas. the resident’s request for a replacement carpet and skirting boards in her property. the resident’s complaint.
The resident’s complaint is about: The landlord’s response to the resident’s reports of flooding of the car park. The landlord’s response to the resident’s request to use the sinking fund to pay for remedial works to a car park pump and redecoration. The Ombudsman will also consider the landlord’s complaint …
The complaint is about the landlord’s response to the resident's reports of: Damp, mould and draughty windows; Overcrowding; A bed bug infestation; Drug use within the building; The communal lift not working.
The complaint is about the landlord’s response to the resident’s: Reports of repairs to the property, including damp. Reports that the windows in the property were screwed shut. Reports of anti-social behaviour (ASB). Request for alternative accommodation. The Ombudsman has also considered the landlord’s complaint handling as part of the …
The complaint is about the landlord’s handling of the resident’s: Reported repairs and associated decant. Request to be moved on medical grounds. Request to be allocated a different point of contact. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of a leak at the property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord's: Response to the resident’s concerns about the condition of the property upon moving in and outstanding repairs. Response to the resident’s reports of roof leaks, damp, and the resident’s request to have his bedrooms redecorated. Response to the resident’s reports of outstanding repairs to …
| 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 |