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.
REPORT COMPLAINT 202016709 Clarion Housing Association Limited 6 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 allegations of non-compliance with policies set out by the Department for Levelling Up, Housing and Communities (DLUHC) and the Regulator of Social Housing (RSH), as well as guidance from HouseMark. The process by which the landlord calculated its service charge …
The complaint is about the landlord’s response in respect of: The resident’s reports about delays in completing repairs in the property (including the kitchen floor repairs). The resident’s request to be moved to a suitable property in a suitable location through the local authority through the landlord The landlord’s complaint …
The resident complains about: The time taken for the landlord to complete a repair to the kitchen door. How the landlord handled his complaint about the kitchen door repair. The time taken for the landlord to complete plastering work to the bathroom. How the landlord handled his complaint about the …
The complaint is about the landlord’s response to the resident’s reports of: A leak from a neighbouring property and compensation for damaged goods and decorations. Anti-social behaviour (ASB) including noise and nuisance. Fly tipping at the property. The landlord’s complaint’s handling.
The complaint is about: The landlord’s response to the resident’s report of a rat infestation. The landlord’s delays in its complaint handling.
The resident complains about the landlords handling of:
The complaint is regarding the landlord’s: Handling of a repair following a reported leak. Response to the resident’s request for replacement flooring damaged by the leak. This Service has also considered how the landlord managed the resident’s complaint through its complaint procedures.
NOTE: AMENDED INVESTIGATION REPORT Case Ref: 202016889 Created by Gillian Lowdon on 15/12/2021 10:45:24 Title: NOTE: AMENDED INVESTIGATION REPORT Category: Case Notes Activity Date: 15/12/2021 Body:
The complaint is about: The landlord’s response to the resident’s concerns about defects in her property. The landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns about the removal of the communal fire alarm at the property. Response to the resident’s reports of repairs required at the property following the installation of the communal fire alarm. Decision to include charges for the maintenance of the …
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour consisting of neighbours leaving rubbish and personal items in communal areas. The landlord’s complaint handling.
This complaint is about how the landlord handled: The resident’s report of fly-tipping outside her property following a mutual exchange. A report that the resident had disposed of rubbish in bins allocated to other properties. This complaint is also about the landlord’s complaint handling.
REPORT COMPLAINT 202108509 Longhurst Group Limited 18 November 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 concerns the landlord’s: handling of the resident's anti-social behaviour reports concerning a neighbour. handling of the resident’s request for a management move. handling of repairs and maintenance issues. response to her complaint about staff conduct.
The complaint is regarding: The tone of the landlord’s communication. How the landlord sought to arrange an electrical test at the resident’s property. The landlord allegedly victimising the resident.
The complaint refers to: The landlord’s handling of the resident’s reports of a lack of hot water in his property and the compensation offered. The resident’s concern regarding the landlord’s comments about his behaviour and issues accessing the property to carry out repairs. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of toilet repairs at the property. The landlord’s communication regarding rent payments. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s concerns about a repairs visit to his property on 24 November 2020. Delays in the landlord’s complaint responses.
This complaint is about: The level and reasonableness of the resident’s service charges. The landlord’s handling of the resident’s concerns regarding: Roof repairs. External painting of the block. The standard of the grounds maintenance service. Car parking.
The complaint is about the landlord’s response to the resident’s reports of: The quality of cleaning to the windows at the property. The contractor's conduct and use of PPE. The landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s complaint about the administration of his service charge/rent account. The level and reasonableness of the resident’s service charges.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Response to the concerns raised by the resident about subletting. Decision to issue the resident with an acceptable behaviour contract. Response to the resident’s concerns about the number of visitors to the upstairs flat. Response …
The complaint is about the landlord’s response to the resident’s reports about:
The complaint is about:
The complaint is about the landlord’s response to the resident’s reports about:
The complaint is about the landlord’s: Response to the resident’s reports of damage to the property’s front door. Delay in setting up the resident’s rent and service charge account. Complaint handling.
The complaint is about the landlord’s: Decision that the resident should be permanently decanted. Handling of the decant. Complaint handling.
The complaint is regarding the landlord’s: Handling of repairs to the resident’s loft and chimney. Response to the resident’s concerns about the works it carried out, in relation to asbestos and building and safety regulation. Response to the resident’s concerns over damage caused to her personal belongings. Handling of the …
The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (‘ASB’) by her neighbour. The report will also address the landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Response to the resident’s concerns regarding the sale of property due to the Government’s guidance on fire safety and cladding. Response to the resident’s request for compensation to cover his estate agent fees. Complaint handling.
The complaint concerns the landlord’s: Response to the resident’s request for compensation for damage caused to his carpets, following a leak. Handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s request for her laminate and vinyl flooring to be replaced. The resident’s report of no heating and hot water following a leak in her property. The reports of damp and mould in her property following the leak, and damage to …
The complaint is about the landlord’s response to the resident’s reports about:
The complaint is about the: The level of redress awarded by the landlord in respect of its acknowledged failings in responding to the resident’s reports of repairs required to the roof at the property. The landlord’s complaints handling.
This complaint is about: a. the level of the landlord’s service charges for items such as building and grounds maintenance; b. allegations of discriminatory practice on the part of the landlord; c. the landlord’s response to the resident’s reports about: service charges discrimination noise disturbance;
REPORT COMPLAINT 202012233 Home Group Limited 20 October 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 the resident’s reports of water leak in her property. The landlord’s complaint handling.
The complaint concerns: The landlord’s response to reports of a chip in the bath. The landlord’s assertion that the resident is not permitted access to communal areas. The landlord’s failure to tell the resident of the sinking fund she would need to contribute to when the property was sold to …
The complaint refers to: The landlord’s handling of repairs needed to the resident’s fence following damage caused by a neighbour. The landlord’s handling of the resident’s associated complaint.
The resident has complained about the landlord’s handling of repairs, in particular: Repairs to her front door. Repairs to an insecure electrical socket. Repairs to the door of a kitchen unit and a kitchen drawer. The resident has complained about the landlord’s handling of other repair and maintenance matters, including …
This complaint is about the landlord’s handling of: the resident’s reports of repairs needed at the property; the resident’s reports of mould growth to windows and kitchen pipework; the resident’s reports of rats entering his garden from a neighbour’s garden; the related complaint.
This complaint is about the landlord’s handling of: the resident’s reports of mould growth and a pest infestation in her property; the related complaint.
The complaint is about: The landlord’s handling of the resident’s Right-to-Buy application for his property. The landlord’s handling of the associated complaint.
The complaint refers to the landlord’s handling of: The resident’s request for a replacement kitchen. The repairs needed to the resident’s kitchen. The resident’s concern that the landlord had authorised ‘illegal’ repairs to the kitchen. The associated complaint.
The complaint is about: The level of compensation offered to the resident for repair delays. The landlord’s complaint handling.
The complaint is about: -
The complaint is about: The resident’s request for a refund of her rent and service charges. The landlord’s handling of the resident’s staircasing request. The landlord’s associated complaint handling.
The complaint is about: The landlord’s handling of the resident’s parking permit application. The landlord’s response to the resident’s concerns about Penalty Charge Notices (PCN’s) issued against her.
This complaint is about: The landlord’s handling of the resident’s transfer application. The resident’s request for a management transfer. The landlord’s record keeping.
| 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 |