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 reports of anti social behaviour (ASB). Response to the resident’s request for a single point of contact and communication adjustments. Response to the resident’s concerns about security, specifically CCTV and locks on the gates. Complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in the property, and the associated repairs. The resident’s concern that damp and mould in the property had an adverse effect on his health and caused injury. The amount of compensation offered by the landlord’s …
The complaint is about the landlord’s: Handling of the resident’s succession of her mother’s tenancy and associated rent arrears. Handling of the resident’s benefit support needs. Handling of the boiler inspection at the property. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: reports of mould at the property. associated complaint.
The complaint is about: The landlord’s delay to completing repairs to the outside wall of the resident’s property. The landlord’s response to the resident's request for compensation for damage caused by contractors to the property. The Ombudsman has also looked at the landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident's concerns relating to: parking issues and information relating to parking, and; parking fines.
The complaint is about the landlord’s: Handling of the works to remedy the faults found to the gas supply serving the block. Handling of the hot water cylinder installation to the resident’s flat. Response to the resident’s request to install an electric hob. Response to the resident’s queries regarding buy …
The complaint is about: The landlord’s handling and communication in relation to fire safety works and the provision of EWS1. The landlord’s handling of the resident’s concerns about building security. The landlord’s response to the resident’s queries about subletting. The landlord's response to the resident’s concerns about an increase in …
The complaint is about the landlord’s handling of damp reports and repair requests. The landlord’s handling of the related complaint.
The complaint is about the landlord's handling of: repairs in respect of damp and mould; the subsequent complaint and its offer of compensation in respect of those repairs; the resident’s allegations that the landlord discriminated against him during the license period; the resident’s housing application under Part 6 of the …
The complaint is about the landlord’s handling of the resident’s: reports of a mice infestation in her home; reports of damage caused to her floor tiles when the landlord installed a patio door at her home; associated complaint.
This complaint is about the landlord’s handling of: The boiler replacement. Reports of mould within the property. The resident’s request for a replacement kitchen. The resident’s request for adaptations to a communal door. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB), including noise nuisance. The associated complaint.
This complaint is about the managing agent’s response to: Damage caused by a pigeon infestation. Reports of inconsiderate use of the communal car park. Reports of insufficient cleaning of the communal bin area. Requests for a refund of service charges. This Service has also decided to investigate the managing agent’s …
The complaint is about the landlord’s decision not to convert the loft, to provide an additional bedroom and bathroom for the resident’s son. The Ombudsman has also considered the landlord’s handing of the subsequent complaint.
The complaint is about the landlord’s handling of: A leak into the resident’s property from the flat above. The associated complaint.
The complaint is about: The standard of cleaning to communal areas. The landlord’s lack of communication. The decoration of the lobby area. An increase in service charge. Repairs and alterations to the cladding on the building. The Ombudsman has also considered the associated complaint handling.
REPORT COMPLAINT 202127436 Sovereign Housing Association Limited 21 July 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 […]
The complaint is about: The landlord’s handling of repairs to the communal electric car park gates. The level of the service charge raised by the landlord in respect of the electric car park gate repair. The landlord’s handling of the section 20 consultation process. The landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: The mutual exchange and associated issues regarding the condition of the property (garden, flooring in the hallway) following the exchange. Its communication regarding the resident’s rent increase. The complaint handling.
The complaint is about the landlord’s: handling of the resident’s reports of leaks from the property above, and; complaint handling.
The complaint is about the landlord’s: Handling of reports of damp and mould. Decision not to insulate the property. This Service has also considered the landlord’s complaint handling and record keeping.
The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB); reports of her difficulties in making contact with it; request to move property and the associated record keeping; associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in her property. The landlord’s handling of the resident’s report of a defect in her bathroom. The landlord’s handling of the resident’s formal complaint.
The complaint relates to: The landlord’s response to the resident’s concerns over its handling of service charges. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB) and noise nuisance; the resident’s associated complaint.
The complaint is about: The landlord’s handling of the sale of the resident’s shared ownership property; The resident’s claim that the landlord is liable for his loss of £11,000 through delays in the sales process; The landlord’s complaint handling.
REPORT COMPLAINT 202126632 Network Homes Limited 12 July 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 response to the resident’s concerns about its management of the sinking fund and repairs at the property. The landlord’s complaint handling.
The complaint is about: the landlord’s response to the resident’s reports about garden maintenance and the associated service charge. the landlord’s response to the resident’s reports about communal cleaning and the associated service charge. the landlord’s response to the resident’s reports about the standard of maintenance of the communal areas. …
The complaint is about the landlord’s: Handling of repairs to a toilet at the property. Handling of the associated complaint. Record keeping.
The complaint is about the landlord’s: handling of repairs to the property’s boiler; complaints handling.
The complaint is about: The landlord’s handling of the resident’s mutual exchange application. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. Repairs to the plumbing in the property. The resident’s requests for new storage heaters. Window repairs. The associated complaint.
The complaint is about: The landlord’s response to the resident’s report of a faulty fridge-freezer. The landlord’s handling of the associated complaint.
The complaint is about: The accuracy of the landlord’s advertisement for the property. The landlord’s response to the resident’s request to be rehoused. The landlord’s handling of the associated complaint.
REPORT COMPLAINT 202207360 Flagship Housing Group Limited 6 November 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 […]
The complaint is about the landlord’s response to the resident’s: Concerns about communal cleaning, repairs, and garden maintenance. Associated complaint.
REPORT COMPLAINT 2022015799 Southern Housing Group Limited 30 June 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 […]
The complaint is about the landlord’s: response to the resident’s: Subject Access Request (SAR); concerns about her service charge; concerns about its communications with her GP; response to the resident’s reports about various repair issues in her kitchen, including the: units extractor fan; paint; window; complaints handling.
The complaint concerns the landlord’s handling of: The resident’s reports of damp and mould in her previous property. The resident’s reports about the felling of a tree and the subsequent damage caused to the property. The resident’s concerns about the electrics at the property. The resident’s reports of issues with …
The complaint is about: The landlord's handling of the resident's decant. The landlord's handling of the resident's request to access her belongings in storage.
The complaint concerns: The landlord’s handling of the resident’s report of damp and mould in her bathroom. Complaint Handling.
The complaint is about the landlord’s handling of: A mutual exchange. Repairs to the property and a pest infestation. The resident’s request for a management transfer to another property. The resident’s reports of anti-social behaviour. The resident’s complaint.
The complaint is about the landlord’s response to the resident’s: Report of damp and mould in the property on becoming the tenant. Concerns regarding an electrical inspection. Request for a copy of the tenancy agreement for the property. The Ombudsman has also considered the landlord’s complaint handling as part of …
REPORT COMPLAINT 202106834 Clarion Housing Association Limited 29 June 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 complaint is about the landlord’s handling of: The resident’s concerns about the fire remediation works, including how long the works took to complete. The resident’s request for an EWS1 form. The resident’s concerns about the level of service charges. The landlord’s complaints handling.
The complaint is about: The landlord’s handling of repairs to a fence. The landlord’s response to the resident’s concerns about staff. The landlord’s complaint handling.
The complaint is about the freeholder’s handling of: repairs to the patio doors. reported heating issues in the property.
REPORT COMPLAINT 202121759 Guinness Housing Association Limited 28 June 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 […]
| 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 |