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 decision not to investigate the resident's report of a damaged carpet caused by a flood in 2019. The landlord's handling of the resident's reports of pest infestation. The landlord's handling of the resident's reports of inappropriate staff conduct. The Ombudsman has also considered the …
The complaint relates to: The landlord’s handling of reports of a pest infestation. The landlord’s handling of the complaint.
This complaint is about the landlord’s: Response to the resident’s reports of repair to the windows, kitchen sink tap, heating and hot water, TV aerial and light fitting at the property she had been decanted to. Response to the resident’s report of a leak at the property she had been …
The complaint is about the landlord’s handling of the resident’s: Request for service charges to be removed and concerns raised about the level and increase of the service charges. Queries about service charges and estate management. The related complaint.
The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour (ASB). complaint handling.
The landlord’s response to reports of noise from a neighbour’s Air Source Heat Pump (ASHP). Reports of no hot water at the property and the associated level of compensation offered.
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Related complaint
The complaint is about the landlord’s handling of: Asbestos in the property. The resident’s reports of several repairs. The resident’s request to be rehoused. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Request for information on the building to be provided to leaseholders including a report on the grey cladding. Request for an action plan in relation to service charges and fire safety. Request for regular leaseholder meetings with minutes. Associated formal …
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Response to the resident’s request for additional fencing to prevent dog fouling. Response to the resident’s request to be rehoused, in particular his concerns about banding.
The complaint is about the landlord’s: Handling of, and communication about, the repairs at the property. Response to the resident’s request of a goodwill payment. This Service has also considered the landlord’s: Complaint handling Record keeping.
The complaint is about the landlord’s response to:
REPORT COMPLAINT 202205928 Lewisham Council 16 October 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. This is set […]
The complaint is about the landlord’s response to the resident’s: reports of a collapsed drain and a sewage leak into his property. associated complaint.
The complaint is about the landlord’s: Response to the resident’s concerns about a fire door. Complaints handling.
The complaint is about: The landlord’s handling of work to repair damage caused by a leak. The landlord’s communication and complaint handling.
This complaint is about the landlord’s handling of the resident’s: Concerns about the servicing of the boiler. Concerns that the boiler was not operating correctly and her report of the boiler leaking on 31 August 2021. Complaints about the above matters.
The complaint is about the landlord’s response to the resident’s concerns regarding: Service charges. The upkeep and maintenance of the building. The communal water tank. Fire safety. Refuse collectors. The Ombudsman has also considered the landlord’s complaint handling as part of the assessment.
The complaint is about the landlord’s handling of: The resident’s reports of noise transference. Reports of antisocial behaviour (ASB) The associated complaint.
The complaint is about the landlord’s handling of reports of two leaks: A leak from the bathroom, which affected the dining room ceiling. A leak within the kitchen which affected the kitchen flooring.
The complaint is about the landlord’s management and handling of: Reports of water ingress into the property. A request for compensation for personal losses The leaseholder’s complaints.
The complaint is about the landlord’s: response to the resident’s reports of a bad odour entering her property; response to the resident’s reports of poor staff conduct; complaints handling.
This complaint is about the landlord’s: Response to the resident’s: Reports of damp following a previous Ombudsman determination; Reports of Silverfish; Reports of bathroom drainage issues; Vulnerabilities, health and welfare concerns; Complaint handling.
The complaint concerns the landlord's handling of the resident's repairs. The Ombudsman investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s report of anti-social behaviour (ASB). Its decision to let a property to the alleged perpetrator. The resident’s complaint.
The complaint is about the landlord’s handling of: reports of a leak from the roof entering the resident’s property. the resident’s concerns that she was not able to make a home insurance claim for the internal damage caused to the property, due to the repairs to the roof remaining outstanding. …
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). Allegations of ASB made against the resident. The resident’s related complaint. A request for the resident to remove his camera doorbell.
The complaint is about the landlord’s: Handling of the termination of the resident’s former tenancy. Handling of the administration of the resident's rent account. Handling of the resident’s possessions. Handling of the resident’s reports about damp and mould at the former property.
The complaint is about the landlord’s: Handling of the resident’s queries about cyclical works and a resulting service charge dispute; Response to a subject access request; Handling of the associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of outstanding repairs in the property. The landlord’s response to the resident’s request to have a tenancy warning removed. The landlord’s handling of the resident’s complaint.
The complaint is regarding; The landlord’s handling of the resident’s request for adaptations to extend the home. The accuracy of information provided by council employees. The landlord’s handling of the arrangement of a surveyor inspection to assess the feasibility of an extension. The landlord’s handling of the resident’s request for …
The complaint is about the landlord’s handling of: The resident’s concerns about the energy efficiency of the property. Repairs to the property. The resident’s request for a management transfer. The associated complaint.
The resident’s complaint is about the landlord’s handling repairs at the property, including: The roof and guttering issues reported between June 2021 and February 2022. The drain and holes in the driveway identified in July 2021. The leak reported in August 2022. His driveway service request of September 2022. Window …
The complaint is about the landlord’s: response to the resident’s request for it to renew her windows and external doors. response to the resident’s concerns regarding the cyclical decoration of the exterior of the property. complaints handling.
The complaint is about the landlord’s handling of: the resident's request for replacement windows; and the subsequent complaint.
REPORT COMPLAINT 202221350 LiveWest Homes Limited 29 September 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 antisocial behaviour (ASB). The resident’s request for a transfer to another property. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour in the building and on the estate. The landlord’s handling of the resident’s reports of redecoration required following damage during the installation of a grab rail at her current property and reports of discrimination. The resident’s …
The complaint is about: The landlord’s handling of the resident’s request for a chain let. The landlord’s handling of communications over future chain lets.
This complaint is about the landlord’s handling of: Reports of damp and mould in the resident’s property. The associated complaint.
The complaint is about the landlord’s: Handling of reported structural issues with the property. Handling of the request to transfer to another property. Complaints handling.
The complaint is about: the landlord’s response to maintenance and repair issues at the resident’s property. the communication with the resident over making an insurance claim following a sewage leak in August 2021. the associated complaint.
This complaint is about the landlord’s handling of: Letting the property with an adapted bathroom. The resident’s reports of an unusable kitchen when he moved in. The associated complaint.
The complaint is about the landlord’s: Response to the resident’s requests for information about a charge on the land registry title deeds. Handing of the fire risk assessment. Complaints handling.
The complaint is about: The landlord’s handling of reports of damaged flooring and inadequate ventilation. The landlord’s response to a damaged boiler pressure tank. The landlord’s handling of a report of carbon monoxide poisoning. The complaint associated with the carbon monoxide poisoning.
The complaint is about the landlord’s management and handling of: Repairs to address a roof leak and damp and mould in the property. The resident’s request for window reglazing in the property. Requests to reposition the gas meter due to concerns about heating costs. The resident’s request for information about …
The landlord’s handling of: The resident’s report of a leak at the property. The resident’s reports of window disrepair. The resident’s report of issues with her electric heaters. The resident’s report of noise transfer. The associated complaint.
The complaint is about the landlord’s handling of: the resident’s reports of damp and mould and the associated repairs; the adaptations to the resident’s property; the resident’s decant request; the resident’s complaint, including the level of compensation offered.
The complaint is about the landlord’s handling of: Reports of anti-social behaviour involving the resident’s neighbour including noise nuisance, smell from the neighbour’s property and the storing of bulky items and household waste in the garden. The resident’s neighbour accusing the resident of racism and threatening to take legal action …
The complaint is about: The landlord’s handling of the resident’s repair reports regarding the rear door and leak to the bath. The landlord’s handling of concerns raised by the resident about the conduct of the developer’s subcontractor. The related 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 |