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: Response to the resident’s subject access request (SAR). Handling of the resident’s concerns of a neighbour’s Right to Buy (RTB) purchase of a property. Handling of the resident’s reports of antisocial behaviour by a neighbour. Handling of the resident's reports of leaks at the …
The complaint is about: The landlord's handling of the resident’s personal belongings in his former property following a fire. The landlord's decision to restrict the resident's access to his former property following a fire.
The complaint is about the landlord’s handling of: Repairs to: Doors. A leak under the kitchen sink. A gap in a kitchen wall. A crack in the external wall next to the french doors. A damaged glass panel in the bedroom. Three airbrick vents with green discharge. A hollow wall …
This complaint is about the landlord’s handling of: Front door repairs. The associated complaint.
The resident’s complaint is about the landlord’s handling of: Squirrels in the loft of the property and repairs to associated damage. His complaint.
The complaint is about: The conduct of the landlord’s staff. A repair to the front door and boiler. The Ombudsman has also considered the landlord’s record keeping and complaint handling.
The complaint is about the landlord’s: Response to a leak and subsequent collapsed ceilings at the property. Complaint handling.
The complaint is about the landlord’s response to: the resident’s reports of a leak and associated repairs in her bedroom. the resident’s reports of damage caused to her belongings from the leak. The Ombudsman has decided to consider the landlord’s complaint handling.
The complaint is about the landlord’s: Response to damp and mould. Response to repair issues including the condition of the property at the beginning of the tenancy. Response to the resident’s concerns about the landlord’s staff and its contractors including discrimination and contact restrictions. Complaint handling.
The complaint is about the landlord’s response to the resident’s reports about: A pest infestation; An outstanding repair; Staff conduct.
The complaint is about the landlord’s response to the resident’s: Reports of drafts coming in from the windows. Request for the windows to be replaced earlier than planned. This Service has also considered the landlord’s handling of the complaint.
REPORT COMPLAINT 202230503 Magenta Living 12 July 2024 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 concerns: That a gas hob had been installed incorrectly. That its staff member had advised that the hob was safe. This Service 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 defects in their newly built property. The delay installing an electric vehicle (“EV”) charger. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Decision to no longer communicate with the resident’s chosen representative . Decision to carry out visits to the property in pairs. Level of customer service received from a landlord staff member .
The complaint is regarding the landlord’s handling of a reported noise nuisance. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of: The resident’s request for no contact from the Housing Officer. The automated messages sent to the resident regarding arrears. The associated complaint.
The complaint is about the landlord’s handling of: Various repairs in the resident’s home, including but not limited to: Roof and guttering repairs. A boiler repair. Repairs to cracked stair treads. Bathroom repairs. A repair to the party wall in the resident’s garden. Removal of a tree. The associated complaint. …
The complaint is about: The landlord’s handling of reports of a faulty oven. The landlord’s record keeping. The associated complaint handling.
The complaint is about the landlord’s response to reports of: Antisocial behaviour by the resident’s neighbour. The resident’s neighbour feeding birds excessively. The investigation has also taken the landlord’s handling of the associated complaint into consideration.
The complaint is about the landlord's handling of the resident’s reports of: Damp and mould, and related repairs. Damaged personal possessions due to mould. Poor conduct by one of its contractors.
This complaint is about the landlord’s response to the resident’s: Report of a leak. Concerns around damp and mould. Concerns around pipework blockages. Concerns around rodents in the property. The Ombudsman also considered the landlord’s complaint handling.
The complaint is about: The landlord’s delay to register the property with the land registry. The landlord’s handling of a dispute over the shared pathway. The landlord’s complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB). request to be reimbursed for a shower screen. request that the landlord paint her bathroom. This service has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202228567 Sanctuary Housing Association 9 July 2024 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 response to the resident’s: Request to reclassify his property as a 2 bedroom. Communication in relation to the bedroom issue.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise nuisance from her neighbour. The landlord’s handling of the resident’s reports of noise transference and associated repairs to the building. The landlord’s handling of the resident’s reports of her neighbour subletting their property.
The complaint is about the landlord’s handling of the resident’s: Request to have a cupboard removed from the property. Reports of damp and mould. Request to have a new bathroom and kitchen installed. Garage door repair. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about: The landlord’s response to reports of antisocial behaviour. The landlord’s response to reports of damp and mould. The landlord’s handling of the resident’s application for a managed transfer via the exceptional case panel. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
This complaint is about the landlord’s response to the resident’s concerns around: Damaged personal belongings. Outstanding repairs. Damp and mould. Fencing renewal works. The Ombudsman also considered the landlord’s: Response to the resident’s various health and welfare concerns. Complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports of defects. Complaint handling.
The complaint is about the landlord’s: handling of reports of damp and mould in the resident’s property. complaint handling.
This complaint is about the landlord’s handling of the resident’s reports of: Damp and mould in her home. Excessive cold in her home.
The complaint is about the landlord’s handling of the resident’s reports concerning: Antisocial behaviour (ASB) by a neighbour. Damp and mould. The standard of communal cleaning. Leaking gutters. The Maintenance of trees and pigeons. The Service has also considered the landlord’s: Complaint handling. Record keeping.
The resident’s complaint is about the landlord’s: Response to the resident’s reports of damp and mould, including a temporary decant; Handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Repairs to the balcony door. Repairs following a bathroom leak. Repairs to communal windows Overflowing bins and grounds maintenance. The associated complaint. Repairs to the communal entrance door.
The complaint is about the landlord’s handling of the resident’s report of: A broken window. Staff conduct. The associated complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of multiple repairs, including damp and mould. The resident’s reported delays in being rehoused.
This complaint is about: The level of compensation offered to the resident by the landlord following its handling of leak repairs. The landlord’s response to the resident’s complaint about its handling of antisocial behaviour (ASB).
The complaint is about: The landlord’s handling of repairs in the bathroom and kitchen (including damp and mould). The landlord’s complaint handling. The resident has subsequently raised complaints about: The handling of a request for a managed move. Mould in their cupboards. A further leak in their bathroom.
The complaint is about the landlord’s response to reports of repairs within the property, mainly a broken shower head and blocked waste pipe. The Ombudsman has also considered the landlords complaints handling and record keeping.
The complaint is about: The landlord's handling of the resident's reports about repairs in her property including: damp and mould. a collapsed ceiling and associated structural issues. The landlord’s complaint handling The Ombudsman has also considered the landlord’s record keeping.
The resident’s complaints are about: Complaint 1. The landlords handling of the repairs to the resident's heating and hot water system. The landlords handling of other repairs to the residents property (toilet, front and rear door). Complaint 2. The behaviour and conduct of the landlords staff and its standard of …
The complaint is about the landlord’s handling of: Reports of anti-social behaviour (ASB). The resident’s request for rehousing. Concerns about staff conduct. The associated complaint.
The complaint is about the landlord’s response to the resident’s reports of: Damp and mould and associated odour. Disrepair to the front and back door and delay in their replacement.
The complaint is about: the landlord’s handling of the resident’s reports of damp and mould. the landlord’s handling of the associated complaint.
The resident’s complaint is about: The landlord's response to the resident’s application for a transfer. The landlord’s response to the resident’s reports of damp and mould. The Ombudsman will consider the landlord’s complaint handling. The Ombudsman will consider the landlord’s record keeping.
REPORT COMPLAINT 202333724 Broxtowe Borough Council 27 June 2024 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 reports of Damp and mould. Leaks in the bathroom. The landlord’s response to the resident’s request for a replacement roof, kitchen and windows. The associated complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of mice infestations in the property. The landlord’s response to the resident’s allegation that contractors stole items from her loft. The landlord’s handling of the resident’s reports of a defective washing machine. The landlord’s handling of the resident’s reports …
| 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 |