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 length of time it took the landlord to provide the management pack required for the sale of a property and the resident’s request to be compensated for this. The landlord’s handling of the associated formal complaint has also been considered.
The complaint is about the landlord’s response to the resident’s request for the neighbour to store their rubbish bins within their own property boundary and not within the external communal areas. The landlord’s complaint handling has also been investigated.
The complaint is about: The landlord’s handling of reports that the resident behaved unacceptably towards its staff. The landlord’s handling of the installation of a gas meter. The landlord’s complaint handling.
REPORT COMPLAINT 202112236 Paragon Asra Housing Limited 6 April 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 the resident’s request that it: Redecorate his bathroom following water leaks. Compensate him for costs he incurred as a result of these leaks.
The complaint is about: a proposed 5G installation on a landlord owned building near to the resident’s property, and; the landlord’s response to the resident’s complaint about this.
The complaint is about the landlord’s response to the resident’s concerns about: his application to purchase a property through the right to buy scheme; disrepair at his property, including a pest infestation, damage to the walls, and damp and mould; the landlord’s handling of his decant into temporary accommodation; his …
The resident complained about: How the landlord handled concerns he raised about repairs to:
The resident’s complaint is about: The landlords handling of the resident’s dissatisfaction with the standard of communal cleaning. The landlords handling of the resident’s dissatisfaction with the grounds maintenance contract. The landlord's handling of the resident’s complaint and level of redress offered. The level of increase in service charges.
The complaint is about: The landlord’s handling of the resident’s rent account. The landlord’s use of a third party rent payment system. The landlord’s handling of the resident’s complaint.
The complaint is about: the landlord’s handling of a skirting repair and associated offer of compensation; the resident’s concerns that the skirting repair had been outstanding for five years; the resident’s view that the landlord discriminated against him; and the landlord’s handing of the complaint.
The complaint is about: The landlord’s handling of the resident’s noise reports. The landlord’s complaint handling.
The complaint concerns: How the landlord handled an electric repair in the communal area of the building. The associated formal complaint into this matter.
The complaint is about the landlord’s: Handling of the resident’s bathroom replacement. Record keeping.
The complaint is about: The time taken for the landlord to amend the resident’s service charge. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Requests for repairs to her kitchen cabinet lights. Complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s kitchen. The resident’s request for a replacement kitchen. The resident’s complaints.
REPORT COMPLAINT 202006631 Whitefriars Housing Group Limited 30 March 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 a humming or buzzing noise at the property. the associated complaint handling.
The complaint is about the landlord’s handling of: Reports of a rat infestation in the property. The associated complaint.
The complaint is the landlord’s handling of: The resident’s reports of noise nuisance within the property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of drainage issues at the property, including the length of time taken to resolve these. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: response to reports of sink back surges into his property; handling of the associated repairs; handling of the resident’s concerns about his property being left unsecured, and; handling of the overall complaint.
The complaint relates to the landlord’s handling of a request for disclosure of CCTV footage. This Service has also considered any associated complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of anti-social behaviour (ASB). Concerns regarding the upkeep of the estate. Concerns about parking. Report of water pooling in the carpark. The Ombudsman has also considered the landlord’s complaint handling as part of the investigation.
The complaint is about the landlord’s: handling of the kitchen replacement works following a leak into the property; complaints handling.
The complaint is about: The landlord’s handling of the resident’s request for a EWS1 (Exterior Wall Safety form) to enable him to ‘staircase’ to 100% ownership. The associated complaint.
The complaint is about the landlord’s response to the resident’s reports about: damp and mould. the handling of the decant. complaint handling.
The complaint concerns: The landlord’s response to the resident’s anti-social behaviour reports including concerns about the neighbours’ parking. The related complaint.
The complaint is about: The landlord’s response to the resident's reports of mould in the property ; The landlord’s response to the resident’s concerns about asbestos; The landlord’s response to the resident's request for a managed move; How the landlord dealt with outstanding work to box in pipes; The landlord’s …
This complaint is about: The landlord’s handling of the resident’s reports of outstanding repairs at her home, including internal door replacements throughout the property and skirting board replacement in the hall and kitchen. The landlord’s handling of the resident’s radiator replacement request. The landlord’s response to the resident’s reports of …
The complaint is about the landlord’s response to the resident’s reports about: Asbestos at the property. Lighting at the property. Fire safety. Delays in completing repair works following leaks at the property. The landlord’s complaints handling has also been investigated.
The complaint is about the landlord’s response to: Reports of overgrown trees in the neighbour’s garden. Request to repair damage to the resident’s shed and decking.
The complaint is about the landlord’s handling of the resident’s reports of a: Leak in the property. Mice infestation in the property.
The complaint is about the landlord’s: handling of the resident’s reports of anti-social behaviour (ASB); response to the resident’s complaint.
The complaint is about the landlord’s response to the resident’s reports about: a text sent about a repair. the removal of a washing line. anti-social behaviour (ASB). complaint handling.
The complaint is about the landlord’s: Handling of the sale of the resident’s interest in her shared ownership property. Response to the resident’s request that it buy back her share of the property. Complaints handling.
The complaint is about the landlord’s handling of: The resident’s concerns about cyclical works to steps at the rear of her property and installation of new stones. The resident’s concerns about the conduct of operatives and staff. The associated complaint.
The complaint is about:
The complaint is about the landlord’s: Response to the resident’s reports of a leak to the communal area of their block. Handling of required actions identified during a Fire Risk Assessment (FRA). Adherence to Section 20 consultation requirements. Complaint handling and communication. Record keeping.
REPORT COMPLAINT 202205550 Bournemouth Churches Housing Association Ltd 1 March 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The complaint is about the landlord’s response to the resident’s: Requests for sound insulation to be installed in the property. Reports of repairs to the property. The Ombudsman had also considered the landlord’s handling of the related complaint.
The complaint is about the landlord’s: Response to the resident’s reports of outstanding repairs at the property. Complaint handling.
REPORT COMPLAINT 202114590 Yorkshire Housing Limited 1 March 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 reports about: the signup process. the condition of the flooring at the start of the tenancy. the heating. the door entry system. electrics comprising the oven and hob, external lights, and extractor fans. The Ombudsman has also considered the landlord’s …
The complaint was about: The landlord’s response to the resident’s reports of antisocial behaviour.(ASB) The resident’s request to install sound-proofing insulation. The landlord’s complaint handling.
The resident complained about the landlord’s handling of: Repairs to the property reported in August 2021. Their request for a management transfer.
This complaint is about the landlord’s: Response to various issues including: leaks, damp, asbestos and a defective boiler; Handling of the resident’s vulnerabilities, health and welfare concerns; Complaint handling;
This complaint is about the landlord’s handling and response to the: issue of an eviction notice; resident’s reports of noise disturbance and ASB; resident’s report of an incident with a warden; disposal of items following the resident’s eviction; reports of repairs including to the intercom system; related complaints.
The complaint is about the landlord’s handling of: Major works to the property and the necessary decants for the works to be carried out. The conduct of the contractors carrying out the work at the property. The level of compensation offered by the landlord. This Service has also considered the …
| 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 |