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 landlords: Handling of the residents reports of defects at his property. Handling of the residents reports of the lack of communal maintenance at his property. Communication and complaint handling.
The complaint is about the landlord’s handling of: Repairs, in particular: Replacement windows. A blocked toilet. A boiler repair. A fire alarm repair. A communal door repair. The resident’s request for replacement flooring after a leak. A boundary fence repair. Paintwork on the exterior of the building. The resident’s reports …
The complaint is about the landlord’s: Response to the resident’s claim that the property did not meet her disability needs when let to her. Handling of the resident’s request for adaptation works and repairs . Complaints 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 reports of repairs required to the roof and bathroom.
The resident’s complaint was about: The landlord’s response to the resident’s request for a “EWS1” and her concerns about fire safety. The landlord’s level of communication. The landlord’s response to the resident’s request to buy back the property. The Ombudsman has investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Role in the decision to serve the resident with a Community Protection Warning Notice. Response to the resident’s concerns about her neighbour’s closed-circuit television (CCTV). Response to the resident’s request to be reimbursed for altering her CCTV. Decision not to investigate the resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s reports of noise disturbance. The subsequent complaint.
The complaint is about: the landlord’s handling of the resident as a perpetrator of antisocial behaviour (ASB); an alleged data breach, and; the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident's reports of: Damp and mould in the property. A rodent infestation in the communal areas. Repeated boiler repairs. This report will also look at the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s requests for a renewal of her kitchen. This investigation has also considered the landlord’s handling of the associated complaint.
The complaint is about: The landlord’s response to the resident’s concerns about its handling of a roof renewal and the conduct of its operatives. Complaint handling.
The complaint is about the landlord’s: Handling of the resident’s subject access request and freedom of information request. Response to the resident’s concerns about the solar panels at his property. Response to the resident’s reports of his storage heaters not heating his home. Response to the resident’s request for the …
The complaint is about the landlord’s handling of the resident’s reports of a neighbour dispute regarding her right of access. This Service has also considered the landlord’s complaint handling.
This complaint is about the landlord's handling of: the resident's queries about communal electricity charges, and; the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance and a tenancy breach by his neighbour. The resident’s reports of antisocial behaviour (ASB), the conduct of a staff member and disability discrimination. The installation of grab rails at the property. The resident’s concerns regarding access …
The complaint is about the landlord’s: handling of the replacement of the fence adjacent to a neighbouring property, and; complaint handling.
The complaint is about:
This complaint is about: The landlord’s handling of the resident’s reports of a leak from the water tank; The landlord’s handling of the resident’s reports of contamination in the water tank; The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to: The resident’s report of damp and mould. The resident's request for compensation for her personal belongings that were affected by the damp and mould.
The complaint is about the landlord’s response to: The resident’s concerns about the layout of the neighbouring property. The resident’s request for sound proofing. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s decision to close its community housing scheme. The landlord’s response to the applicant’s complaint about its decision.
The complaint is about the landlord’s: Handling of repairs to the resident’s balcony door. Complaint handling.
The complaint is about: The landlord’s pruning of trees in communal areas during the summer. The landlord’s complaint handling.
This complaint is about the landlord’s response to reports of defects in the doors and windows of a new build house. The Ombudsman has also decided to consider the landlord’s complaint handling as part of this complaint. Although this was not addressed directly in the landlord’s internal complaint procedure, paragraph …
The complaint concerns: How the landlord handled the resident’s reports of draughts in the property. The associated formal complaint into this matter.
The complaint is about the landlord’s response to the resident’s reports about antisocial behaviour (ASB) by her neighbour. The landlord’s complaints handling has also been investigated.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour and the offer of a property advertised in error. The associated complaint.
The complaint is about the landlord’s handling of repairs to the heating system. The Ombudsman has also considered the landlord’s complaint handling and communication with the resident.
The complaint is about: Liability for damages and loss caused during a fire at the resident’s home; Liability for damages and loss caused by a contractor following the fire; The landlord’s investigations and actions following the fire; The landlord’s management of a temporary decant for the resident; The landlord’s communication …
The complaint is about: The landlord’s handling of the resident’s reports of noise transference from the property above. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s request for new rear-patio doors. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB); request to be rehoused; associated complaint.
The complaint concerns: The standard of garden maintenance on the resident’s estate The condition of the estate’s signage. The associated formal complaint into these issues.
The complaint is about: The landlord's response to a property leak and subsequent remedial repairs. The landlord's handling of the associated complaint.
The complaint is about: The landlord's response to the resident’s reports of water ingress and the repairs it carried out to remedy this. The landlord's handling of internal repairs to the property required to rectify damage caused by the water ingress. The landlord’s handling of the resident’s complaint.
REPORT COMPLAINT 202204958 Abri Group Limited 31 May 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: Request for reimbursement for damage caused to her car window screen by roof tiles that fell during a storm. Request for repairs to the roof following the storm. Associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB) directed against her. Response to the resident’s reports of damp and mould at the property. Response to the resident’s reports of a spider infestation at the property. Response to the resident’s request for reimbursement of …
The complaint is about: The landlord’s response to the resident’s request to be rehoused on medical grounds. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident's reports of a pest infestation in her property. Reports of ASB by the resident. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s report of damaged cladding. The associated complaint.
The complaint is about the landlord’s: response to the resident’s reports of damp and mould in her property. response to the presence of asbestos in the property. response to the resident’s request to be moved to another property. Complaint handling.
The complaint is about: the landlord’s handling of a request to level and floor part of their property; and the associated complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB). Request to be rehoused.
The complaint concerns: The landlord’s handling of data sent to it by the resident which was shared without the resident’s consent. The landlord’s handling to the resident’s reporting of the neighbour’s dog barking. This report has also considered the landlord’s record keeping and complaints handling.
The complaint is about the landlord’s response to: The resident’s reports of anti-social behaviour (ASB). The resident’s request to be re-housed. The resident has also complained that her neighbour was re-housed despite being a perpetrator of ASB. The Ombudsman has also considered the landlord’s: Complaint handling and; Record keeping.
This is about the landlords handling of: Antisocial behaviour reports and an associated transfer offer. The associated complaint.
REPORT COMPLAINT 202116990 Sovereign Housing Association Limited 26 May 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 reports of anti social behaviour, and; requests for additional security measures. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord's handling of the resident’s reports of vibrations and cracking noises in the property. The landlord's handling of the 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 |