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 to grant permission for a neighbouring resident to undertake construction work. The landlord’s response to concerns about the impact of the neighbour’s construction work noise and disruption. The landlord’s response to concerns about the damage caused to the resident’s property from the neighbour’s …
The complaint is about: The landlord’s handling of pest control reports and related works. The landlord’s handling of damp and mould reports. The landlord’s handling of the resident’s request for a kitchen alteration. The landlord’s handling of the resident’s request for a move. The landlord’s handling of the resident’s complaint.
The complaint is about the way the landlord handled the resident’s: Rent arrears; Concerns about contractor visits; Personal data following a cyber incident; Complaint. This report will also assess the landlord’s record keeping.
The resident’s complaint is about: The landlord’s handling of a dispute over a garden fence. The landlord’s handling of the resident’s management transfer. The Ombudsman has also considered the landlord’s complaint handling while investigating this complaint.
The complaint is about the landlord’s handling of: Repairs to the toilet and bath in the resident’s property. The tenancy renewal. Placing the resident on a risk to staff register. A subject access request (SAR) and data breach. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of repairs to the extractor fans. Response to reports of a water leak. The Ombudsman has also considered the landlord’s complaint handling.
The landlord’s handling of the resident’s decant and her request for reimbursement and compensation. The landlord’s handling of the resident’s safety concerns and reports of outstanding repairs on her return to her property. The landlord’s handling of the resident’s complaint and its level of communication with her.
The complaint is about the landlord’s response to the resident’s. Reports of leaks in her property. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports about: Bathroom wall cracks, flaking paint and replacement of a rusty radiator. Issues with the kitchen extractor fan. This Service has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about: The condition of the property when it was first let. When the rent was first payable from. Repairs at the property. A gas leak.
The complaint is about the landlord’s handling of: The resident’s reports about the condition of the property at the start of his tenancy. The resident’s reports of repairs required to: The boiler – heating and hot water. The kitchen flooring. The windows. The kitchen units. The resident’s reports of a …
The complaint is about the landlord’s handling of: The administration of the resident’s service charge account after he staircased to 100% ownership of the property. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s enquiries in relation to the sale of her property. The landlord’s complaint handling.
The complaint is about the landlord’s: handling of repairs to living room flooring and staircase; decision not to replace the internal door architraves to the living room, bathroom and bedrooms; handling of the complaint.
The complaint in about the landlord’s handling of: The resident’s decant. The gas safety checks at her property. The resident’s reports of leaks, damp and mould, and the subsequent repairs. The associated complaint. The resident’s compensation payment. The Ombudsman has also investigated the landlord’s record keeping.
The complaint is about the landlord’s: Handling of leaks and associated repairs, damp and mould. Handling of the resident’s decant. Complaint handling.
The complaint is about the landlord’s handling of: Repairs to the property. The associated formal complaint.
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 response to:
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 response to: The resident’s concerns about accessing its online resident portal; The resident’s request to change to a sole tenancy; The resident’s concerns about information sent to the Department of Work and Pensions (DWP); The resident’s reports of a data breach. This report will …
The complaint is about the landlord’s handling of: The resident’s complaint that she had been discriminated against. Her management transfer. Repairs to a lift and the associated decant process. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of a complaint relating to the resident’s previous tenancy; The landlord’s response to the resident’s reports of its contractor causing damage to the property during planned works and leaving aspects of the work unfinished; The landlord’s response to the resident’s reports of loss …
The complaint is about the landlord’s response to the resident’s: Reports of a repair to the adjacent building. The related complaint handling. Objections to service charges relating to the repair.
The complaint is about the landlord's handling of the resident’s: Decants from the property between April 2021 and June 2021 and January 2022 and February 2022; Request for it to reimburse her for the costs incurred during the decants from the property; Reports about an ongoing rat infestation in the …
The complaint is about the landlord’s handling of damp reports and repair requests. The landlord’s handling of the related complaint.
This complaint is about the landlord’s handling of: The boiler replacement. Reports of mould within the property. The resident’s request for a replacement kitchen. The resident’s request for adaptations to a communal door. The associated complaint.
The complaint is about the landlord’s handling of: A leak into the resident’s property from the flat above. The associated complaint.
The complaint is about the landlord’s handling of: The mutual exchange and associated issues regarding the condition of the property (garden, flooring in the hallway) following the exchange. Its communication regarding the resident’s rent increase. The complaint handling.
The complaint is about the landlord’s: handling of the resident’s reports of leaks from the property above, and; complaint handling.
The complaint is about the landlord’s handling of: A mutual exchange. Repairs to the property and a pest infestation. The resident’s request for a management transfer to another property. The resident’s reports of anti-social behaviour. The resident’s complaint.
The complaint is about the landlord’s response to the resident’s: Report of damp and mould in the property on becoming the tenant. Concerns regarding an electrical inspection. Request for a copy of the tenancy agreement for the property. The Ombudsman has also considered the landlord’s complaint handling as part of …
REPORT COMPLAINT 202106834 Clarion Housing Association Limited 29 June 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 complaint is about the freeholder’s handling of: repairs to the patio doors. reported heating issues in the property.
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 reports of repairs required to the roof and bathroom.
The resident’s complaint was about: The landlord’s response to the resident’s request for a “EWS1” and her concerns about fire safety. The landlord’s level of communication. The landlord’s response to the resident’s request to buy back the property. The Ombudsman has investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident's reports of: Damp and mould in the property. A rodent infestation in the communal areas. Repeated boiler repairs. This report will also look at the landlord’s complaint handling.
This complaint is about the landlord's handling of: the resident's queries about communal electricity charges, and; the associated complaint.
This complaint is about: The landlord’s handling of the resident’s reports of a leak from the water tank; The landlord’s handling of the resident’s reports of contamination in the water tank; The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to: The resident’s report of damp and mould. The resident's request for compensation for her personal belongings that were affected by the damp and mould.
The complaint is about the landlord’s: Handling of repairs to the resident’s balcony door. Complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of noise transference from the property above. The landlord’s complaint handling.
The complaint is about: The landlord's response to a property leak and subsequent remedial repairs. The landlord's handling of the associated complaint.
The complaint is about the landlord’s: response to the resident’s reports of damp and mould in her property. response to the presence of asbestos in the property. response to the resident’s request to be moved to another property. Complaint handling.
The resident's complaint is about the landlord's handling of his reports of Anti Social Behaviour by neighbours. The landlord’s complaints handling has also been considered.
This complaint is about: The landlord’s response to a request for a breakdown of the service charge account. The associated complaint handling.
This complaint is about the landlord’s: Handling of repair work to the resident’s heating system; and Communication and handling of the complaint.
The complaint is about the landlord’s response to the resident’s reports about disrepair issues with: the windows in his property; the communal area. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about: the landlord’s handling of the repair of a storage heater. the associated complaint handling and offer of compensation.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. 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 |