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 handling of: Guttering repairs for the resident’s building. Communal grounds maintenance. Restrictions placed on the resident’s contact with the landlord. The resident’s concerns about the level of the service charge.
The complaint concerns how the landlord handled: Repairs to the property’s wetroom. The resident’s reports of damage to fencing. The resident’s request to transfer to another property.
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 resident’s complaint is about the landlord’s handling of repairs following issues of water ingress and problems with the front door. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s handling of: Work to the resident’s heating system. The resident’s concerns about staff conduct.
The complaint is about the landlord’s handling of: Bathroom repair works. The resident’s request for compensation for the bathroom improvements. The associated complaint.
REPORT COMPLAINT 202119068 The Guinness Partnership Limited 11 May 2022 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 complaint is about: The landlord’s handling of repairs to a vent and the heating system at the resident’s property. The landlord’s complaints handling and its decision to apply compensation awarded during the complaints process to the resident’s rent arrears.
The complaint is about: The landlord’s decision not to replace the door at the property. The landlord’s communication and complaint handling.
The complaint is about the landlord’s: response to the resident’s reports of Anti-Social Behaviour (ASB). handling of the complaint.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould. The landlord’s complaints handling.
The complaint is about: The landlord’s administration of the resident’s service charge, including its decision to change the service charge invoicing date. The standard of services provided in respect of which a service charge is levied. An increase in the cost of the resident’s service charge. The landlord’s handling of …
The complaint is about: The landlord’s handling of repairs following a leak. The landlord’s complaint handling.
This complaint is about the landlord’s handling of: the resident’s reports of damaged flooring in her bathroom and hallway; the resident’s reports of a loss of heating; the resident’s concerns about scaffolding being left up in her garden; the resident’s anti-social behaviour reports; the related complaints.
The complaint is about: The landlord’s response to the resident’s concerns about repairs and damage caused by contractors. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Handling of the resident’s housing register application. Handling of the recovery of the resident’s former tenancy arrears. Handling of the resident’s mutual exchange.
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.
This complaint is about: The landlord’s handling of persistent damp and mould issues at the property; The landlord’s handling of various other repairs to the property; The landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s request that it buy back the property. Decision to share the resident’s private medical information with the buyback panel. Communication concerning the fire safety issues in relation to the resident’s property. Response to the resident’s request to see invoices relating …
The complaint was about: The landlord’s response to the resident’s reports of a blockage in the wet-room drainage. The landlord’s response to the resident’s reports in relation to the standard of decorative works in her property. The landlord's complaint handling.
The complaint is about the landlord’s response to reports of damp and mould in the resident’s home. The complaint is about the administration of the resident’s rent account following an error with Housing Benefit payments.
The complaint is about the: Support given by the landlord to the resident following her giving notice to quit the tenancy and the landlord’s application of its breach of tenancy policy. Level of redress offered by the landlord in relation to: The shrubs destroyed by the neighbour. Its response to …
The complaint is about the landlord’s response to the resident’s: reports of antisocial behaviour (ASB). concerns about the security of the communal entry door. reports about the functionality of the spyhole camera. queries about the window replacement.
This complaint is about: The landlord’s response to the resident’s concerns around the property’s omission from a historic kitchen replacement programme and its communication in relation to access issues; The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports about: The front gate. The heating system.
The complaint is about the landlord’s handling of the resident’s: reports of noise nuisance and anti-social behaviour (‘ASB.’) request for reasonable adjustments in communication. complaint through its internal complaints process. subject access requests. concerns about staff conduct. counter allegations against him. lack of consideration of supporting evidence.
The complaint is about the landlord’s handling in respect to: The resident’s reports about the current property condition and repairs. The resident’s request for compensation for items affected by her move and leaks at the property, and for delays and distress and inconvenience. The resident’s complaint.
The resident has complained about: the landlord's handling of repairs to the heating and hot water. the compensation awarded specifically for a lack of heating and hot water for the period 5 August 2021 to 16 September 2021.
The complaint is about the landlord’s: Response to reports of repairs required to the: Conservatory. Shed. Complaint handling.
This complaint is about the landlord’s handling of: the repairs to resolve an ongoing leak from the resident’s property into property below the repairs required to the bathroom and kitchen. the resident’s subject access request.
This complaint is about: The level of redress the landlord awarded in respect of repair issues the resident reported while she was moving into the property; The landlord’s response to reported anti-social behaviour (ASB) from the resident’s neighbour; The landlord’s complaint handling.
This complaint is about: The process which led to the creation of the communal garden in 2015; The landlord’s response to the resident’s reports of anti-social behaviour (ASB) linked to the communal garden; The landlord’s complaint handling.
The complaint is about: The allocation of a neighbouring flat in 2017. The landlord’s handling of the resident’s reports of anti-social behaviour from his neighbour. The related complaint handling.
The complaint is about the landlord's response to: Outstanding repairs. Time taken to be decanted. Overcrowding in the property. The impact on the resident’s health and wellbeing. Damaged belongings.
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 outstanding bathroom repairs. The landlord’s handling of the resident’s request to be moved following an assault experienced. The landlord’s handling of the resident’s request for it to consider her …
The complaint is about the landlord’s handling of: The resident’s reports of a sewage backflow and drainage issues at the property. The associated complaint.
REPORT COMPLAINT 202106100 Southern Housing Group Limited 22 April 2022 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 regarding: The landlord’s handling of the resident’s anti-social behaviour reports (ASB). The landlord’s handling of the resident’s complaint.
The resident’s complaint is that the landlord has not taken appropriate steps in response to her complaint of antisocial behaviour (“ASB”) by neighbouring properties and a neighbour’s use of a shed. The landlord’s complaint handling has also been considered.
The complaint is about: the resident’s possessions going missing following the attendance of the landlord’s furniture removalists; the landlord’s response to the resident’s reports regarding a leak into her property; the landlord’s complaint handling.
This complaint is about the:
The complaint is about: The level of compensation offered by the landlord for its handling of the resident’s reports of noise from a neighbour’s water system. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: the resident’s reports of damp in her property caused by a leak in her bathroom. the resident’s reports of repairs needed to her back door. the resident’s request for an adapted bath. its plan to renew the resident’s bathroom.
The complaint is about: The landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB) by her neighbour. The landlord’s complaints handling.
The complaint is about the landlord’s response to the resident’s concerns regarding: The installation of storage heaters in his property The installation of fire alarms in his property. the increase in service charges due to the changes to the heating system and fire alarms.
The complaint is about: The landlord’s handling of the resident’s housing transfer application. The landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB) and noise nuisance. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The resident has complained about the landlord’s: handling of the resident’s request to remove the tree in their garden. response regarding the resident’s reports of its contractor’s conduct. complaint handling. The resident has also complained about discrimination by the landlord’s contractor.
The complaint is about the landlord’s response to the resident’s report of Repairs required to the roof of the property. Repairs required to the window and front door, and the level of compensation awarded in respect of the repairs.
This complaint is about the landlord’s handling of: reports made by the resident prior to 2018 of cracks to her bedroom and living room walls and ceilings; the resident’s more recent reports of cracks to her bedroom and living room walls and ceilings; the resident’s requests for it to remove …
| 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 |