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 the residents concerns about: antisocial behaviour (ASB) in her block. the security and condition of the communal fire doors in her block. 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). Fly-tipping in the communal garden. An authorised shed in the communal space. Pests. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s report that a caretaker contacted him about rubbish in the communal area. The landlord’s response to the resident’s report that the landlord was obstructive and refused to accept his complaint by phone. The landlord’s response to the resident’s reports that …
The complaint is about the landlord’s handling of reports of: Light pollution. Noise transference. Smells in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the installation of a new kitchen. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Request for windows to be replaced. Concerns about racism and discrimination. Concerns about being decanted. Formal complaint.
The complaint is about the landlord’s handling of: The request for remedial repairs to the kitchen extractor fan. The replacement of the kitchen sub floor. The request for replacement of the shower cubicle in the downstairs bathroom. The request for replacement windows. The associated complaint.
The complaint concerns the landlord’s handling of the resident’s concerns about the air source heating pump (ASHP) in her home. This investigation has also considered the landlord’s complaints handling.
The complaint is about the landlord’s response to reports about: Pests (pigeons and associated debris). Communal cleaning and maintenance including fly tipping. Urine on the carpet. Electric wires hanging from the ceiling in the communal area. Damp and mould. Flooding downstairs. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of: Repairs following a leak. The resident’s request for a kitchen replacement. The associated complaint.
This complaint is about the landlord’s handling of: Reports of damp and mould in the resident’s property. Reports of a leak in a communal cupboard. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of various repairs. The landlord’s handling of the resident’s management transfer. This Service has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s: Reports of damp, and cold air transference from a neighbouring property; Complaint. This report will also assess the landlord’s record keeping.
The complaint is about: The landlord's investigation into complaints about the resident's behaviour, and the associated decision to seek possession of the property. The payment of £500 to the resident as agreed by a court undertaking. The landlord's handling of the resident's reports of antisocial behaviour (ASB) from a neighbour. …
The complaint is about the landlord’s response to the resident’s: Concerns about the safety of the boiler and gas pipework, including its handling of the installation of a gas meter at the property. Concerns that the property was let without a valid Energy Performance Certificate (EPC). Concerns about the conduct …
The complaint is about the way the landlord handled: The sale of the resident’s property; The resident’s complaint.
The complaint is about The landlord’s handling of a gas safety inspection. The landlord’s response to reports of a gas leak. This Service has also considered the landlord’s: Handling of the resident’s complaint. Knowledge and information management.
The complaint is about the landlord’s handling of the resident’s: reports of a crack, damp and mould in the bedroom; reports of repairs to the hallway cupboard; reports of repairs to the kitchen and bathroom; request for window replacement to be completed; request for an uneven floor to be levelled; …
The complaint is about the landlord’s handling of: Reports of damp and mould to the bathroom. The resident’s request to be reimbursed the cost of running a dehumidifier. Ongoing repairs to the resident’s bathroom and notification of appointments. The Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: a roof leak; car park maintenance issues. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports about the level of service charge. The resident’s concerns about the standard of grounds maintenance. The resident’s concerns about the condition of the internal communal area.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour. Requests to be rehoused and subsequent mutual exchange. Associated formal complaint.
The complaint is about: The reasonableness of the District Service Charge. The landlord’s handling of repairs to the heating system. The landlord’s invoices to the resident for repairs carried out to the heating system. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s report of a leak in the communal area. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of: The resident’s reports of condensation, damp, and mould. The resident’s reports of noise from the bedroom floorboards. The associated complaint. The landlord’s communication with the resident.
The complaint is about the landlord’s handling of: Repairs to a communal stack pipe leak which leaked into the resident’s property. The associated complaint.
The complaint is about: The landlord’s response to the resident’s requests for information about her tenancy. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about: ASB; a TV aerial; its request for the resident to remove CCTV; its staff’s communication.
The complaint concerns the landlord’s: Handling of the resident’s concerns relating to parking arrangements. Handling of the resident’s reporting about the condition that the property was in following a mutual exchange. Handling of the replacement of the resident’s front door. Handling of the lack of a valid electrical installation and …
The complaint is about the landlord’s handling of: A leak from the roof which resulted in damp and mould at the resident’s property. The resident’s request for replacement internal doors and a replacement kitchen and bathroom. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) about his neighbour. The landlord’s handling of counter reports of antisocial behaviour (ASB) about the resident from his neighbour. The landlord’s decision to refer the resident for safeguarding. The landlord’s complaint handling has also been …
This complaint is about the landlord’s handling of the resident’s reports of damp and mould within his property and the damage caused to his belongings. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: Reported anti-social behaviour from the resident’s neighbour. The associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of a leak from the bathroom and requests for associated repairs. Reports about the conduct of an operative who attended the property. Request for compensation for damage caused. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the resident’s request for the landlord to: Remove her garage. Erect some additional fencing at the property. Install a front gate. Repair her damaged driveway.
The resident’s complaint is about: The landlord’s handling of a leak at the resident’s property, including its communication. The landlord’s handling of reports of damp and mould at the property. The Ombudsman will consider the landlord’s complaint handling.
The complaint is about the landlord’s: Record keeping. Handling of leaks, damp and mould in the property. Decision to change the locks on the property during works. Complaint handling.
The complaint is about: The amount of compensation offered by the landlord to replace damaged items. The landlord’s handling of repairs at the property to rectify the damp issue reported by the resident. The landlords decision to place a staff safety alert on the resident’s account. The Ombudsman has also …
The complaint concerns the landlord’s handling of the resident’s reports that the emergency escape route from the property was compromised. The Ombudsman investigated the landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of the resident’s request for reimbursement of flooring and increased heating bills as a result of water penetration. The landlord’s handling of the resident’s reports of water penetration and damp following a leak. The landlord’s handling of the resident’s decant and his request …
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is regarding landlord’s handling of the landlord’s: Handling of a repair request. Communication with the resident. This investigation has also considered the landlord’s handling of the complaint.
REPORT COMPLAINT 202303657 Origin Housing Limited 31 May 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 […]
The complaint is about the landlord’s handling of: Repairs to windows in the property. Flooding outside the property. Repairs to the bathroom floor. Complaint handling.
The complaint is about the landlord’s: investigation of the resident’s reports about vibration noise; complaints handling.
The complaint is about the landlord’s handling of: Construction works near to the property and the impact these had on the resident. Reports of damp and mould in the property. The resident’s request for rehousing. The resident's concerns about communal cleaning services. Complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about: Overcrowding and her housing application to move. Repairs to the property, including: Damp in the bathroom and the property being cold. Repairs to the lighting. Rats in the garden. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s right to buy (RTB) application. The landlord’s response to the resident’s erection of a garden fence. The landlord’s response to the residents erection of an outhouse and its use as a business premises.
The complaint is about: The landlord’s handling of repairs at the resident’s property. The resident’s concerns that the landlord failed to complete a refurbishment offered at the start of her tenancy. The landlord’s handling of the resident’s complaint.
The complaint concerns the landlord’s handling of the resident’s reporting of a mice infestation to her property as well as to the wider block. This report has also considered 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 |