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: The reasonableness of the service charge for the 2018/19 financial year. Information provided about the service charge, specifically the administration of the resident’s service charges and the timeliness of the information provided by the landlord.
The complaint concerns: How the landlord handled an electric repair in the communal area of the building. The associated formal complaint into this matter.
The complaint is the landlord’s handling of: The resident’s reports of noise nuisance within the property. The associated complaint.
The complaint is about the landlord’s: Handling of the sale of the resident’s interest in her shared ownership property. Response to the resident’s request that it buy back her share of the property. Complaints handling.
This complaint is about the landlord’s: Response to various issues including: leaks, damp, asbestos and a defective boiler; Handling of the resident’s vulnerabilities, health and welfare concerns; Complaint handling;
The complaint is about the landlord’s: handling of the resident’s report of antisocial behaviour (ASB); handling of the resident’s associated complaint.
The complaint is about: The repairs service provided by the landlord. The landlord’s actions in response to Occupational Therapist adaptations to the property. The landlord’s response to the resident’s request for a decant. The landlord’s complaint handling.
REPORT COMPLAINT 202107796 Clarion Housing Association Limited 10 February 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 […]
The complaint is about the landlord’s: response to the resident’s reports about a communal wall; complaints handling.
This complaint is about the landlord’s handling of the resident’s: Request for the rent arrears to be waived. Request for a management move. The related complaint.
This complaint is about: The validity of the landlord’s Section 20 process in respect of major works; The landlord’s response to the resident’s concerns about the major works and related consultation process; The landlord’s response to the resident’s reports of repairs to communal areas; 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 let to her. The landlord’s handling of the resident’s reports of a mouldy kitchen. The landlord’s handling of the resident’s request for pipes in the kitchen to be boxed-in. The …
The complaint is about the landlord’s handling of the resident’s: Reports of noise nuisance from his upstairs neighbour. Request for soundproofing in the property. Reports of inadequate heating in the property. Associated complaint.
REPORT COMPLAINT 202102330 Clarion Housing Association Limited 2 February 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 complaint is about the landlord’s handling of: The replacement of tiles in the resident’s kitchen. Works to the resident’s garden and fence.
The complaint is about: The landlord’s handling of repairs to the guttering and downpipes at the resident’s property and the compensation offered for delay. The landlord’s response to the concerns raised about internal damage to the resident’s property. The landlord’s administration of the resident’s service charge. The landlord’s complaints handling.
The complaint is about the landlord’s response to the resident about: issues with the water pressure and temperature. damp and mould and a request for a surveyor inspection. The Ombudsman has also considered the landlord’s complaints handling.
The resident complains about the landlord’s handling of: Repairs to the lino flooring in the shower room. Repairs to the communal main entrance door. Their concerns about the condition of the bin store and communal areas. Reports of a mouse infestation. Reports of anti-social behaviour and associated request for a …
This complaint is about the landlord’s handling of: the resident’s reports of water ingress to his living room; the related complaint.
The complaint is about the landlord’s handling of the resident’s reports of flooding in the property.
This complaint is about the properties offered by the landlord via its management transfer process. The related complaint handling.
This complaint is about the landlord’s handling of: the resident’s request for her internal doors to be adapted; the resident’s report of an unsafe driveway; the resident’s reports of internal repairs needed to the property; the related complaint.
The complaint concerns the landlord’s handling of: Damage caused by leaks from the upstairs flat and a decant. Reports of damage caused by operatives to flooring whilst relocating an electrical socket. Reports of staff not wearing face masks. The related complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of a rat infestation. Repairs including damp and mould. Requests for a rent refund and to be rehoused.
The complaint is about the landlord’s: Response to reports of repairs required to the: Conservatory. Shed. Complaint handling.
The complaint is about: The landlord's handling of the resident's concerns regarding nuisance from her neighbour's cats. The landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s: Concerns about the landlord’s estate management including: Maintenance of the communal garden. Repairs to uneven slabs on the path around the flats. Rubbish being dumped in the communal bin store. Reports of Anti-social behaviour (ASB) by his neighbour, including dog …
The complaint is about the landlord’s handling of: Its staff’s communication about the resident. The resident’s personal data.
The complaint is about the landlord’s handling of the resident’s reports of: antisocial behaviour. alleged discriminatory staff conduct. The Ombudsman has also considered the landlord’s complaint handling.
The complaint concerns the landlord’s handling of: The resident’s reports of a pest infestation in his property. The associated formal complaint.
The complaint is about: The landlord’s handling of roof repairs to address water leaks; and The damage the leaks caused to the resident’s belongings.
The complaint is about: T he landlord‘s response to the resident’s reports of anti-social behaviour (ASB). The landlord’s response to the resident’s request for compensation in relation to a leak in his bathroom in January 2018.
The resident complained about the landlord’s handling of: repairs to her roof. repairs to address damp and mould. repairs to address cracking. her associated complaint.
The resident, via his representative, complains about the landlord’s handling of: Matters relating to an asbestos incident in January 2018. A formal complaint made by the representative in June 2018. The Delegated Authority (DA) process. An offer of compensation in 2018 Compensation paid in 2020. Requests for information. The handling …
The complaint concerns the landlord’s response to the resident’s: reports of an electrical fault. complaint about the conduct of an employee. claim for compensation. request for gas heating. The associated handling of the complaint.
REPORT COMPLAINT 202100601 Clarion Housing Association Limited 7 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 […]
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 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 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 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.
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.
The complaint is about the landlord’s response to the resident’s report of a leak. The complaint is about the complaint handling.
The complaint is about: The level and reasonableness of the service charge. The landlord’s response to the resident’s enquiries about repairs to a dormer window at the building. The landlord’s response to the resident’s enquiries about repairs to a communal tap, pipe and guttering at the building. The landlord’s complaints …
The complaint is about the landlord’s: handling of the resident’s request for repairs to his bedroom radiator. associated complaint handling.
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 resident complained about the landlord's handling of :
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.
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.
| 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 |