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: repairs at the resident’s property. the resident’s request for an adaptation to the bath. the resident’s reports of a rat infestation in his loft; and the resident’s concerns of potential asbestos in the property.
REPORT COMPLAINT 202103874 Guinness Housing Association Limited 19 August 2021 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 about the: Landlord’s handling of repairs to the resident’s kitchen. Information provided to the resident about when her kitchen would be refurbished.
The resident has complained about: The quality of the services provided through the service charges at their sheltered housing scheme. The amount charged by the landlord in the service charges.
REPORT COMPLAINT 202004238 Citizen Housing 18 August 2021 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 is set […]
The complaint was about: The landlord’s response to the resident’s report of a leak into her property. The landlord’s complaint handling.
This complaint is about the landlord’s response to: The resident’s reports of leaks from the roof of his property. The resident’s reports of damage to his property caused by leaks from the roof. The landlord’s complaint handling and record keeping.
The complaint is about the landlord’s: Handling of parking bay allocations. Complaint handling.
The complaint concerns how the landlord handled: The resident’s request to move property. The resident’s concerns about its staff members conduct. The formal complaint into these matters.
REPORT COMPLAINT 202017292 Hyde Housing Association Limited 10 August 2021 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 reports about: the tenancy agreement containing additional terms to a draft tenancy agreement provided during the application process. his consequent dispute of an obligation to make payments for heating and hot water. loss of heating and water compensation. The Ombudsman …
The complaint is about the landlord’s response to the resident’s: Reports of noise and vibrations from the pipework in the property. Concerns about the impact that the vibrations were having on his health.
The complaint is about the landlord’s: Response to the resident’s concerns that its contractors had not adhered to Covid-19 safety measures when working in her property. Response to the resident’s concerns regarding missed and unannounced appointments by its contractors. Response to the resident’s concerns that cooking facilities were not provided …
REPORT COMPLAINT 202005428 Camden Council 11 August 2021 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 is set […]
REPORT COMPLAINT 202011784 Midland Heart Limited 21 December 2021 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 about: The landlord’s response to the resident’s reports of anti-social behaviour (ASB) from their neighbour. The type of tenancy the resident has. The landlord’s handling of a mutual exchange. The landlord’s complaint handling.
The complaint is about the landlord’s: Complaint handling. Response to the resident’s concerns regarding adaptation works undertaken in the property’s bathroom. Response to the resident’s report that she sustained an injury as a result of the adaptation works undertaken.
The complaint is about: The landlord's handling of the resident’s request to move properties. The landlord's response to the resident’s request for a parking space for his property. The landlord’s response to the resident’s reports of his neighbour's dog barking. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: faults with the resident’s boiler and the length of time that passed without a new heating system; major works required at the resident’s property; and the resident’s personal belongings during the resident’s decant. The Ombudsman has also considered the landlord’s handling of …
The complaint is about: The landlord’s handling of an antisocial behaviour (ASB) complaint made against the resident. The landlord’s response to the resident’s reports of ASB. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of pests in the property. The complaint is about the landlord’s handling of the resident’s reports of repairs to the bathroom shower. The complaint is about the landlord’s handling of the resident’s requests for a decant or transfer. The …
The resident complained about the landlord’s response to their concerns about the functionality of the CCTV cameras.
The complaint refers to: The landlord’s handling of the resident’s internal transfer request and communication about this. The landlord’s response to the resident’s request to install a dishwasher and washing machine in her current property. The landlord’s handling of the associated complaint.
The resident complained about the landlord's handling of :
The resident complained about the landlord’s handling of reports about: The standard of the cleaning to communal areas. The conduct of the Scheme Manager. The conduct of the Scheme Manager towards another resident. Testing of a fire alarm panel and a subsequent fault.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise nuisance. The Ombudsman has also investigated the landlord’s communication with the resident, and its handling of the formal complaint.
The complaint refers to: The landlord’s handling of the resident’s reports of damp and mould in the property. The resident’s request for compensation for her damaged belongings. The landlord’s handling of the associated complaint.
The complaint refers to: The landlord’s handling of a leak in the building. The landlord’s response to the resident’s request for compensation for his damaged items. The landlord’s handling of the associated complaint. The resident’s concerns that the landlord had been negligent and his claim for damages.
The complaint is about the landlord’s: Handling of the replacement of the front door. Handling of the installation of an extractor fan. Response to the resident’s reports of damp and mould. Response to the resident’s reports of defects to the windows. Complaint handling.
The resident has complained about: The landlord’s response to requests for information supporting the service charges. The landlord’s organisation of resident meetings. The landlord’s handling of parking at the development, and the associated gate repairs. The landlord’s response to concerns about the quality of the communal gardening and cleaning services. …
This complaint is about the landlord’s handling of: concerns raised by the resident about communal cleaning; repairs to the communal door; the resident’s reports of a faulty front door to his flat.
This complaint is about the landlord’s handling of: the resident’s concerns about the condition of a communal lobby; the related complaint.
The leaseholder complains about: delays to a window repair from September 2019; delays to repairs to a door entry system; service charges for repairs to a door entry system, and; complaint handling.
The complaint refers to: The landlord’s response to the resident’s reports of a water leak into her property. The resident’s concern that she should be paying her service charge directly to the managing agent of the building instead of the landlord. The resident’s concerns about the level of her service …
The complaint is about the landlord’s: Response to the resident’s concerns regarding the requirement to carry out fire safety remedial works in the building which he owns a property in. Response to the resident’s concerns that it was not responsible for works to upgrade or renew the front entrance door …
The complaint concerns the landlord’s: Handling of repairs to resolve water leaks into the property. Compensation offer to the resident for delays in fixing the leaks. Formal complaint into these matters.
The complaint is about the landlord’s handling of the leaseholder’s complaint about: His reports of a leak outside his property. His request for information on making an insurance claim. Events that occurred after the final complaint response of 7 December 2020.
The complaint is about: The landlord’s response to the resident’s concerns about the safety of storage heaters installed in her property. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s: response to the resident’s reports of a leak at his property and the subsequent damage that occurred; advice regarding the resident’s application for consideration of medical grounds for his transfer application; response following missed appointments by its repair operatives; complaints handling.
The complaint concerns: The landlord’s handling of the resident’s reports of damp and cold in his home. The landlord’s complaints handling.
The complaint is regarding: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of ASB reports made against the resident. The landlord’s complaint handling.
The complaint is about: the landlord’s response to the resident’s reports of a blocked sink. how the landlord responded to the resident’s formal complaint.
The complaint is about the landlord’s handling of the resident’s concerns about: No gas supply in his kitchen at the start of his tenancy. Damp in his bedroom and lounge. Mess left by contractors. Access to his property and bathroom.
The complaint is about the landlord’s: Response to the resident’s reports of electric sockets not working in the property. Response to the resident’s reports of a problem with one of the windows in the property. Complaint handling.
The resident’s complaint is about: The landlord's response to the resident's reports of mould. The resident's report of the conduct of the operatives carrying out remedial work to the mould on 3 December 2020. The landlord's response to the resident's reports of anti-social behaviour (ASB). The landlord's response to the …
The complaint refers to: The landlord's handling of repairs following a leaking roof at the resident's property. The resident’s legal disrepair claim.
The complaint refers to the landlord’s handling of: Repairs to plastering in the property. Repairs to the resident’s boiler. The resident’s request for a replacement bathroom suite The resident’s request for kitchen alterations. Its communication with the resident The resident’s concerns related to racial discrimination. The length of time taken …
The complaint is about the landlord’s response to the resident’s: reports about repair works required at her property; reports about the landlord’s employee’s behaviour; reports about antisocial behaviour (ASB) from her neighbour; request to be transferred to an alternative property.
This complaint is about the landlord’s handling of: the resident’s reports of mould growth in her property; the related complaint.
The complaint is about: The landlord’s response to the resident’s reports of a faulty intercom entry system. The landlord’s response to the resident’s reports of a faulty communal front door lock. The landlord’s response to the resident’s reports of an unusable communal bin store. The landlord’s handling of the associated …
| 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 |