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 local authority Environmental Health team’s decision not to take enforcement action against his neighbour for alleged statutory noise nuisance. the landlord’s response to the resident’s reports of noise-related anti-social behaviour (‘ASB’) by his neighbour. the landlord’s handling of the associated complaint.
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.
This complaint is about the landlord’s handling of: the resident’s reports of drainage repairs needed outside his property; the resident’s pest control reports; the related 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 handling of the resident’s reports of damp and mould in her home. The landlord’s handling of the resident’s request to replace windows. The landlord’s handling of events after its final complaint response of 7 January 2020.
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 residents reports of: The initial blocked drain at the property and CCTV survey. Delays to repairs at the property. Lack of PPE worn by contractors. Her request for a temporary decant. The landlord’s complaint handling. Her request for a permanent decant.
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 resident complains about: The length of time scaffolding was erected at her property. The landlord’s response to her concerns about this. Having sustained an injury, which she attributes to the presence of the scaffolding.
The complaint refers to: The landlord’s handling of the resident’s staircasing application, The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s offer of redress in relation to the repairs service it provided to the resident between 2015 and 2017. The landlord’s response to remove rent arrears on the resident’s rent account. The landlord’s response to the resident’s request for a management move. The landlord’s complaint …
REPORT COMPLAINT 201912592 Welwyn Hatfield Borough Council 13 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 case. […]
The complaint is about: The landlord’s handling of the resident’s repair request The compensation offered by the landlord for a lack of heating The process and condition of the property at the start of the resident’s tenancy; and The landlord’s decision to increase the rent. The Ombudsman has also considered …
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: Implementation of reasonable adjustments. Handling of the resident's reports of antisocial behaviour (ASB). Communication with the resident. Handling of the associated complaint.
The complaint is about: The landlord’s response to the resident’s request for rehousing. The landlord’s complaint handling.
The resident complained about the landlord’s: response to his concern about insufficient compartmentalisation within the building to prevent transmission of smells and smoke into his property and communal areas. handling of his associated complaint.
The complaint concerns: the landlord’s handling of the resident’s reports of outstanding repairs in her property. the impact the condition of the property had on the resident’s health.
The complaint is about the landlord’s: decision to withdraw its offer of damages and reasonable legal costs, complaints handling.
This complaint is about: The landlord’s handling of the resident’s concerns following a fire in his building. The landlord’s handling of the resident’s request to move. The landlord’s handling of, and response to, the findings of the building’s 2018 Fire Safety Assessment.
The complaint is about:
The complaint is about the landlord’s handling of the resident’s: Reports of leaks to his garage roof and shed downpipe. Reports of overflowing gutters, and the wrong repair to his balcony. Subsequent 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:
This complaint is about the landlord’s response to the resident’s concerns about its handling of repairs to the resident’s property relating to the roof, the boiler, and the bathroom plumbing. The report will also address the landlord’s complaint handling.
REPORT COMPLAINT 202006395 Optivo 22 April 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 is set out […]
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 is about: The landlord’s response to safety concerns about a boiler. The landlord’s response to a report of a carbon monoxide leak. Complaint handling.
The complaint concerns the landlord’s handling of the resident’s: transfer application and property offer. reports of mould and damp at the property. request for compensation for damage to her personal items caused by the mould and damp. formal complaint regarding these matters.
The complaint is about the landlord’s handling of a complaint made against him about anti-social behaviour (ASB). The complaint is also about the landlord’s complaint handling.
The complaint is about: The landlord’s administration of the resident’s rent account. The landlord’s provision of service charge information. The landlord’s handling of the complaint.
The resident complains about; a delayed repair to a window and the landlord’s subsequent offer of compensation; the landlord’s response to her concerns about bullying by a contractor, and; complaint handling.
The complaint is about: The conduct of a local ward member in respect of a planning application. The allocation of the property to the resident without adaptations. The landlord’s handling of adaptations at the property. The landlord’s handling of the associated complaint.
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 concerns: the landlord’s handling of the resident’s reports of excessive heat and cold in the property. the landlord’s complaint handling. the landlord’s handling of the resident’s reports of mould and condensation in the property. the impact the condition of the property had on the resident and her family’s …
The resident has complained about: The landlord's handling of her reports of leaks in the bathroom and the kitchen of the property, and the level of compensation offered to her. The landlord’s complaints 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 |