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 the resident’s : concerns about a tree relating to blocking light and leaf fall; request to have a driveway installed at the property, and; associated complaint.
The complaint is about the landlord’s: Handling of a gas safety check. Missed appointment for a broken water tank pipe. Response to the resident's concerns that the property was excluded from insulation works. Handling of the resident's request for compensation of hotel costs from 2010. Complaint handling.
This complaint is about the landlord’s response to the resident’s concerns regarding: The property condition when it was let. Request for storage of their personal belongings. The related complaint.
The complaint is about:
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB) and threatening behaviour from a neighbour. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint concerns: The landlord’s response to the resident’s reports of the poor condition of the balcony doors when the property was let. The associated formal complaint into this matter.
This complaint is about: The landlord’s response to the resident’s concerns about its management of a sinking fund; The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: transfer request; reports about repair issues, including: draughts from her windows; her kitchen units; garden maintenance; her boiler; request for assistance with her mobility issues; reports about discrimination.
The complaint is about the landlord’s handling of: The resident’s reports of noise transference from a neighbouring property. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of a flood in the property; the associated request for compensation for damaged belongings, and; the formal complaint.
The complaint is about the landlord’s handling of: The resident’s report of damp and mould and his subsequent request for compensation. The formal complaint into this matter. The resident’s reports of cracks and poor insulation in the property.
The complaint is about the landlord’s handling of: The resident’s reports of repair issues to the roof and the associated squirrel infestation. The resident’s request for the compensation offered by the landlord to be donated to charity.
The complaint is about: The landlord’s response to the reports of anti-social behaviour (ASB) and its handling of the relevant documentation. The landlord’s response to the resident’s request to be rehoused due to the impact of the ASB on the resident.
The complaint is about: The landlord’s response to the resident’s concerns regarding the security of the communal bike store following the theft of two bikes. The landlord’s handling of the associated complaint.
The complaint is about: The landlords handling of multiple repair issues reported by the resident including leaks in the living room and kitchen, draughts from the windows and front door; heating in the property, broken floorboards, and electrics. The landlord's response to the resident’s concerns about grounds maintenance and gardening.
This complaint is about: The validity of the landlord’s Section 20 process in respect of major works; The landlord’s response to the resident’s concerns about the major works and related consultation process; The landlord’s response to the resident’s reports of repairs to communal areas; The landlord’s complaint handling.
This complaint is about the landlord’s response to the resident’s complaints about: anti-social behaviour (ASB) repairs to the bedroom window repairs to the aerial.
The complaint is about: The landlord’s handling of the resident’s concerns about the condition of the property when it was let to her. The landlord’s handling of the resident’s reports of a mouldy kitchen. The landlord’s handling of the resident’s request for pipes in the kitchen to be boxed-in. The …
The complaint is about the landlord’s handling of the resident’s: Reports of noise nuisance from his upstairs neighbour. Request for soundproofing in the property. Reports of inadequate heating in the property. Associated complaint.
The complaint is about: The works the landlord completed to the loft space. The landlord’s handling of works to the radiators in the property. The landlord’s response to the representative’s request to be added as either a joint tenant or, assigned the tenancy.
The resident complains about: The landlord’s position on removal of items from communal areas; The landlord’s position on the use of a rooftop garden; The landlord’s handling of reports of bullying; The landlord’s handling of reports of contractors attending to carry out removal not complying with Covid-19 precautions, and not …
The complaint is about the landlord’s handling of: The resident’s reports of the repair issues to the guttering and downpipe. The associated complaint.
The complaint is about The level of redress provided by the landlord following acknowledged delay and failure to repair a roof leak. The associated complaints handling.
This complaint is about the landlord’s response to the resident’s concerns regarding:
The complaint is about the landlord’s response to the resident’s: Concerns about the condition of the property at the start of the tenancy. Reports of repairs.
The complaint is about the landlord’s handling of: Repairs to the resident’s shower. The associated complaint.
The complaint is about: The landlord’s handling of repairs to the resident’s window. The landlord’s handling of the associated complaint.
REPORT COMPLAINT 202100661 Stockport Homes Limited 15 March 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in […]
The complaint is about: The landlord’s offer of compensation in relation to the replacement of the kitchen. The handling of the associated formal complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s heating system. The resident’s request for her kitchen to be replaced. Repairs to the resident’s guttering. The associated complaint.
The complaint concerns: How the landlord handled the resident’s reports of a pest infestation at the property. Complaint handling.
The complaint concerns the landlord’s: decision to decline the resident’s request for a priority move. communication and complaint-handling.
The complaint is about the landlord’s response to the resident’s reports about: The increase in service charges for the property. The time taken to deliver and the information contained within the landlord’s service charge invoices. The landlord’s handling of the option for a ‘deed of covenant’ to transfer the service …
The complaint is about the landlord’s response to: Reports of refuse and fly tipping. The storage of the resident’s bike.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The resident’s reports about the heating at the property. The resident’s request for a decant (temporary move). The resident’s application for a property transfer.
The complaint concerns the landlord’s handling of: Reports of faulty electrics at the property. Reports regarding the communal and bin doors being broken and accessed by non-residents. The related complaint.
The complaint is about: The landlord’s handling of repairs to the property’s gate following a burglary. The landlord’s response to the resident’s reports about her boiler. The landlord’s response to the resident’s request for additional security measures and a management move. The landlord’s response to the resident’s reports of damp …
The complaint is about: The level of compensation offered by the landlord in response to the concerns raised about the windows in the property. The landlord’s complaints handling.
REPORT COMPLAINT 202102330 Clarion Housing Association Limited 2 February 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 of: The smell of petrol fumes from his neighbour’s property. Noise nuisance.
The complaint is about the landlord’s: handling of the resident’s reports of repairs to her porch roof, leaks inside her property, and hanging wires; complaints handling.
This complaint is about the landlord’s handling of: The replacement of tiles in the resident’s kitchen. Works to the resident’s garden and fence.
The complaint is about the landlord’s handling of: Report of repair issues to the roof. Report of repair issues to patio doors. Report of repair issues to windows. The resident’s request for compensation for redecoration following fire place removal. The resident’s report of damage to the fencing. The formal complaint.
The complaint is about: The landlord’s response to the resident’s request to be reimbursed for increased water bills following a leak. The landlord’s complaint handling.
The complaint is about: The size of the replacement toilet provided by the landlord. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of a faulty washing machine, and request for a smart meter. The associated formal complaint.
The complaint concerns: The level of compensation offered by the landlord due to its handling of repairs following a burst water main at the resident’s home, and the disruption caused by follow on remedial works. The landlord’s complaint handling.
The complaint is about: The resident’s concerns about visits made to their property by the landlord. The landlord’s handling of repairs to the resident’s porch. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of the resident’s annual gas service. The landlord’s handling of radiator repairs. The landlord’s administration of the resident’s rent account. The landlord’s communication and complaint handling. Staff entering the resident’s home without permission. The landlord’s handling of and response to the resident’s request …
The complaint is about: The landlord’s response to the resident’s requests for it to replace damaged flooring and cupboards at his property following a leak there. The landlord’s response to the resident’s requests to replace the turf in his property’s gardens due to the condition that this was installed in …
| 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 |