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 resident’s possessions going missing following the attendance of the landlord’s furniture removalists; the landlord’s response to the resident’s reports regarding a leak into her property; the landlord’s complaint handling.
The complaint is about: The level of compensation offered by the landlord for its handling of the resident’s reports of noise from a neighbour’s water system. The landlord’s handling of the associated complaint.
The resident has complained about the landlord’s: handling of the resident’s request to remove the tree in their garden. response regarding the resident’s reports of its contractor’s conduct. complaint handling. The resident has also complained about discrimination by the landlord’s contractor.
The complaint is about the landlord’s response to the resident’s report of Repairs required to the roof of the property. Repairs required to the window and front door, and the level of compensation awarded in respect of the repairs.
The complaint is about: The landlord’s handling of the resident’s request to investigate issues of noise transference at the property. The landlord’s associated complaint handling.
The complaint concerns the landlord’s handling of: The resident’s reports of the poor condition of her property’s boundary wall. The associated formal complaint into this matter.
The complaint concerns: The landlord response to the resident’s complaint about being evicted and the provision of a reference. The landlord’s response to reports regarding staff conduct. The landlord’s response to concerns raised about repairs and maintenance. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s anti-social behaviour (“ASB”) reports. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of: the resident’s housing transfer. void repairs it carried out to the resident’s property. the related complaint.
The leaseholder complains about: The liability to pay for services delivered by the landlord which the leaseholder does not consider reasonable, the level of service charges, and alleged ongoing and extensive errors in service charge accounts. The classification of the property. Complaint handling.
The complaint is about: The landlord’s handling of an ant infestation at the resident’s property. The landlord’s complaints handling.
The complaint is about: The landlord's handling of the resident's concerns regarding nuisance from her neighbour's cats. The landlord’s complaint handling.
This complaint is about the landlord’s handling of: the resident’s reports of water ingress and damp in her bedroom and living room; the related complaint.
The complaint is about the landlord’s: implementation of its unacceptable behaviour policy to restrict the resident’s contact; response to the resident’s requests for support; complaint handling, including; refusal to consider the resident’s disrepair claim under its complaints policy; delays to its responses. The complaint is also about the landlord’s: call …
The complaint concerns the landlord’s: handling of repairs to resident’s bathroom, roof and front door. response to concerns he raised about rubbish in the communal areas and the car park. response to resident’s request to be transferred. handling of the resident’s request for service charge information. Complaint handling.
The complaint is about:
The resident’s complaint is about the landlord's handling of repairs to the roof and guttering of his property. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s handling of: the repairs following the report of a leak, including the installation of a new kitchen the disposal of the resident’s belongings the related complaint.
The complaint is regarding: The landlord’s handling of repairs at the property, including to the shower and garden. The landlord’s response to the resident’s reports of damp and mould in the property. The landlord’s handling of the resident’s complaint and its communication with the resident. The landlord’s administration of the …
The complaint is about landlord’s: Handling of a request for repairs to the boiler. Handling of a gas fire check and subsequent decision to cap the fire. Response to report of a gas leak on 20 December 2020. Complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about: a leak in her kitchen involving the kitchen sink and the condensation pipe from the boiler; the installation of a new kitchen at her property, including: measurements for an integrated washing machine; damage caused to the resident’s washing …
This complaint is about the landlord’s handling of: the resident’s request for an EWS1 form; the related complaint.
The complaint is about the landlord’s response to: The resident’s reports of various repairs namely: A fault with a dimmer switch in the lounge of the property. Wooden panels being removed in the communal area. A boiler repair. The resident’s concerns about: The colour of gas pipes and marks near …
The complaint is about the landlord’s response to the resident’s concerns about: delays to information relating to the increased electricity costs as part of the service charge; the apportionment of electricity costs between properties in the block; information provided when moving into the property, including the following: that the property …
This complaint is about the landlord’s handling of the resident’s: Concerns about the landlord’s estate management including: Maintenance of the communal garden. Repairs to uneven slabs on the path around the flats. Rubbish being dumped in the communal bin store. Reports of Anti-social behaviour (ASB) by his neighbour, including dog …
The complaint is about: The landlord's handling of repairs to resolve damp and mould in the property. The landlord’s handling of the decant whilst repairs were taking place.
The complaint is about the landlord’s handling of: The resident’s request to extend her tenancy. The associated complaint.
The complaint is regarding: The landlord’s handling of the resident’s management transfer request. The landlord’s handling of the resident’s complaint and the level of compensation offered. The Ombudsman has also considered the landlord’s record keeping in this case.
The complaint is about the landlord’s response to the resident’s reports of damp and mould in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of a faulty bathroom design. The landlord’s response to the resident’s reports of fire doors being left open. The landlord’s response to the resident’s reports of a malfunctioning fire alarm panel. The landlord’s complaint handling.
This complaint is about the landlord’s handling of: repairs to the resident’s bathroom, hallway and kitchen; repairs to the resident’s boiler; the resident’s reports of damp affecting her property.
The complaint is about the landlord’s handling of: Its staff’s communication about the resident. The resident’s personal data.
The complaint is about the landlord’s handling of: The resident’s request for it to alter her kitchen units. The associated complaint.
The complaint is about: The landlord’s response to the resident’s queries about the administration of her service charge account. The level and reasonableness of the service charge.
The complaint is about the landlord’s handling of the resident’s reports of: antisocial behaviour. alleged discriminatory staff conduct. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports about: Repairs to the communal entrance door and intercom . Lack of communal smoke alarms. Rodent issues. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202013537 Bromford Housing Association Limited 28 February 2022 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 […]
The complaint is regarding: The landlord’s handling of the resident’s reports of defects, including the level of compensation offered. The landlord’s proposal to offset a compensation award against the resident’s service charge/rent account. This Service has also considered how the landlord responded to the resident’s complaint.
The complaint is about the landlord’s response to the resident’s reports about: Cladding and fire safety works. Damp and mould and damage to a balcony door. Replacement of damaged items. Pest infestation.
The complaint is about the landlord’s: response to the resident’s concerns about the administration of her rent account. handling of the resident’s formal complaint about the above matter. decision to apply to court to seek possession of the property.
The complaint concerns the landlord’s handling of: The resident’s reports of a pest infestation in his property. The associated formal complaint.
The complaint is regarding the landlord’s: Handling of the resident’s repairs reports. Response to the resident’s concerns over the price of her energy bills.
The complaint concerns: The landlord’s handling of a boundary dispute. The landlord's response to the resident’s reports of parking issues. The landlord’s handling of ASB reports.
The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB) in the car park area of the property. Response to the resident’s reports of problems with the ground maintenance service provided in return for the service charge. Complaints handling.
The complaint is about: The landlord’s handling of the resident’s concerns about the condition of the property when he moved in. The landlord’s handling of outstanding repairs. The landlord’s complaints handling.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB): between 2010 and February 2019. from February 2019 to September 2019. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to: The resident’s reports of damp and mould in her property. The resident’s request for repairs to her windows. The resident’s request for a replacement kitchen.
The complaint is about the landlords: Handling of the resident’s request to purchase her property. Complaint handling.
The complaint is about: The landlord’s handling of the resident’s queries about service charges. The landlord’s handling of the resident’s concerns about the level of cleaning in the bin store area. The landlord’s contact with the resident’s mortgage lender.
The complaint is about: The landlord’s handling of the resident’s reports of a leak into his property, and his request for compensation for damaged belongings. The landlord’s handling of the associated 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 |