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 resident has complained about: The time taken to respond to reports of a beeping fire alarm. Contractors visiting without notice. The standard of cleaning in communal areas, including the inadequate use of Personal Protective Equipment (PPE). The landlord’s response to reports about the communal door being left open. The …
The complaint is about the landlord’s response to the resident’s: Request to repair the cladding on the property. Request to repair the fan in the downstairs toilet in order to prevent smells entering the property. Request to install a lever tap and a handrail following an Occupational Therapist’s recommendation. Concerns …
The complaint is about the landlord’s: Response to the resident’s concerns regarding defects which she had reported in respect of the property. Response to the resident’s concerns regarding high energy costs. Response to the resident’s concerns regarding staff conduct. Complaint handling.
The complaint is about: The contents of a warning letter sent to the resident in March 2019. The landlord’s response to the resident’s reports of noise nuisance. The landlord’s complaint-handling.
The complaint is about: The landlord’s response to the resident’s reports of ASB. The landlord’s response to the resident’s reports of repairs required to a fence. The landlord’s response to the resident’s reports of an uninhabited neighbouring building and its condition. The landlord’s response to the resident’s requests for fire …
The complaint is about the landlord’s: Decision to relocate the communal bins for the building to directly outside the resident’s property. Associated complaint handling.
The leaseholder has complained about: the landlord’s handling of major works related to the roof, the flooring in the communal area, and the proposed re-surfacing of the car park; and the costs of these works and its impact on the service charge; the landlord’s handling of his request for audited …
REPORT COMPLAINT 202010454 Thames Valley Housing Association Limited 25 June 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:
This complaint is about the landlord’s handling of: the removal of plants from a neighbouring garden; the procurement of a new estate gardening contract; the related complaint.
The complaint concerns: The advice given to the resident by the landlord about his suitability for a property. The impact the landlord’s handling of the resident’s housing application had on his health.
The complaint is about: The landlord’s handling of reports of a defective boiler. Complaint Handling.
The complaint concerns: The landlord’s handling of the resident’s historical reports of antisocial behaviour. The landlord’s handling of the resident’s reports of antisocial behaviour from mid-2020 onwards. The impact the antisocial behaviour had on the resident and her partner’s health.
This complaint is about the landlord’s handling of: the resident’s reports that the property had not met lettable standards; the resident’s reports of repairs needed to her property; kitchen upgrade works; the resident’s requests for it to consider her circumstances and offer appropriate support.
The complaint is about: The level and reasonableness of the service charges paid by the resident. The landlord’s response to the resident’s queries regarding service charges. The landlord’s response to the resident’s request for information concerning cladding on the building which the property is situated in, including the production of …
The complaint refers to the landlord’s response to the resident’s concerns about: The grounds maintenance provided at the property. The service charge associated with grounds maintenance at the property.
The resident complains: That she and her late husband were not informed and consulted before a development project commenced. About the landlord’s response to reports of noise disturbance and vibration from construction work at an adjacent development site, and the level of support provided. That allocated parking was not provided …
The complaint is about the: Level of increase in the resident’s service charges. Landlord’s response to the resident’s complaint about missed garden maintenance appointments. Landlord’s response to the resident’s query about fire equipment service charges.
The complaint is regarding: The landlord’s handling of repairs to the resident’s pathway and manhole covers on his property. The landlord’s handling of repairs to the resident’s guttering. The landlord’s complaint handling.
The complaint is about: - The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of the resident’s request that the landlord repair a communal fence. The landlord’s handling of the resident’s report of mould, including in relation to the installation of an extractor fan. The …
The complaint is about the landlord’s response to the resident’s: reports regarding the conduct of the landlord’s employee; reports regarding parking enforcement and works; reports regarding repairs to a communal door; request for information regarding her service charge; request for the window cleaning schedule, lift maintenance schedule, and for grounds …
The complaint is about: The landlord’s response to the resident’s reports of damp and mould in the property. The landlord’s response to the resident’s request to be permanently decanted to a three-bedroomed property. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s request for a new front door. Response to the resident’s request to replace the gas fire. Complaint handling.
The complaint is about: The landlord’s unannounced visits to the property on 29 July 2019; The unannounced visit to the property on 4 September 2020 and; Complaint handling.
REPORT COMPLAINT 202014309 Nottingham Community Housing Association Limited 18 May 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 […]
The complaint refers to: The landlord’s response to the resident’s requests for a breakdown of the service charges for the 2018-19 and 2019-20 periods. The resident’s concern that the landlord has not acted in line with its legal obligations regarding her request for information. The landlord’s handling of the associated …
The complaint is about the landlord’s handling of the resident’s: Request to move to another property Repairs and adaptations to the property Reports of Anti-Social Behaviour (ASB) The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint refers to: The landlord’s handling of the resident’s concerns about the standard of cleaning and grounds maintenance in the communal areas surrounding her property. The landlord’s handling of the associated complaint. The resident’s concerns related to antisocial behaviour (ASB) and the landlord’s proposed bin storage areas.
The complaint concerns: The landlord’s handling of the resident’s reports of a lack of grounds maintenance in communal areas. The landlord’s communication and complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of repair to an aerial. Response to reports from the landlord’s contractor of abusive behaviour by the resident. Complaint handling.
The complaint is about: The level of compensation offered to the resident by the landlord for its disconnection of her external gas supply to the property. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Response to the resident’s request for cooling equipment in his bathroom. Handling of matters after its final complaint response on 25 August 2020.
The complaint is regarding landlord’s response to the resident’s concerns about: a faulty boiler at her property. her succession application. her Subject Access Request. the issues with her boiler affecting her health. the associated complaint.
The complaint is about: The landlord’s response to the resident’s request to be re-housed. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s: concerns about the designation of her property as a three-bedroom rather than a two-bedroom house. request for a rent refund in view of this. concern that she had raised this issue with the landlord in 2017 but it had not …
The complaint is about: The landlord's handling of the resident's Right to Buy (RTB) application. The landlord’s associated complaint handling.
The complaint concerns: the landlord response’ to the resident’s reports of a water leak from the bathroom ceiling in the property. The effect of the ongoing issue of the water leak on the health of the resident. the landlord’s response to the resident’s reports of a strong odour present in …
The complaint is about: The landlord’s response to the resident’s request for rehousing. The landlord’s complaint handling.
This complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (‘ASB’) by her neighbours. The report will also address the landlord’s handling of the complaint.
The complaint is about the landlord’s:
The complaint is about: The level of service charge for the grounds maintenance contract. The landlord’s response to the resident’s concerns regarding the standard of service provided under the grounds maintenance contract. The landlord’s complaint handing.
The resident complains about: The level of compensation offered by the licensor in relation to a burglary at the property in 2017. How the licensor handled reports about the adequacy of the heating in the property.
The complaint is about the landlord’s: Response to the resident’s concerns that it should not have allowed the mutual exchange to go ahead due to the condition of the property. Response to the resident’s repair requests. Complaint handling. The Ombudsman’s has also considered the landlord’s record keeping as part of …
The complaint is about the landlord’s:
The complaint is regarding: An increase in the resident’s service charges. The landlord’s administration of the resident’s service charge account. The landlord’s handling of the resident’s requests for information regarding his service charges. The landlord’s complaint handling.
The complaint is about the landlord's response to the resident's concerns about: The condition and management of the car parking area. The suitability of his kitchen and his request for reimbursement for the cost of tools purchased to fit his washing machine. The property not having a fridge-freezer. The property …
The complaint concerns: The landlord’s handling of the resident’s request for his address to be amended. The landlord’s handling of the associated complaint.
The complaint is about:
The complaint is about: the increase of the service charge year-on-year; the resident’s ability to acquire an additional portioned percentage of his shared ownership property; the landlord’s response to the resident’s reports regarding the accuracy of the service charges; the landlord’s response to the resident’s request to sight the supporting …
The complaint concerns: The landlord’s handling of repairs to the resident’s heating system. 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 |