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: Decision to allocate a single point of contact to the resident (SPOC). Investigation in to staff conduct. Handling of reports of issues with poor caretaking. Handling of the complaint including the request for compensation.
The complaint is about: The landlord’s handling of the resident’s concerns around changes to the parking system. The landlord’s complaint handling.
The complaint is about; The landlord's response to the resident's reports of having no heating and hot water. The landlord's handling of the resident's reports of a carbon monoxide leak from the boiler. The landlord's handling of the resident's arrears on the rent account The landlord's decision to make a …
The complaint is about: the landlord’s response to the leaseholder’s concerns about parking restrictions in the designated car park. the landlord’s response to the leaseholder’s concerns about roadside parking restrictions. The Ombudsman has also considered the landlord’s complaints handling.
The resident complained about the landlord’s handling of: her reports that it had not provided a FENSA certificate. the administration and communication about her service charge account. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Anti-social behaviour (ASB). A pest infestation. The Ombudsman has also considered the landlord’s complaints handling.
REPORT COMPLAINT 202219616 Golding Homes Limited 29 February 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 repairs reports about: Leaks to gutters that led to a damp wall in the living room. Damp in the kitchen and bathroom and a bathroom extractor fan. The Ombudsman has also considered the landlord’s record-keeping.
The complaint is about the: Landlord’s handling of the resident’s request for a parking space. Landlord’s handling of the repair to the communal ceiling outside the resident’s property. Landlord’s response to the resident’s concern regarding the standard of grounds maintenance and communal repairs. The Ombudsman has also considered the landlord’s …
The complaint is about. The residents request for compensation for damaged personal items. The landlords response to the residents reports of water ingress into his property. The landlords response to the residents concerns regarding staff conduct. This service has also considered the landlords complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports about the condition of the property after void. Handling of the resident’s reports of repairs at the property. Complaint handling.
The complaint is about the landlord's handling of: The renewal of the resident’s kitchen. The renewal of the resident’s bathroom and WC. The resident’s complaint. The Ombudsman has also considered the landlord’s record-keeping.
The complaint is about: the landlord’s decision to issue the resident with a Notice to Quit. the landlord’s handling of the resident’s personal data. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about;The landlord’s handling of the resident’s request to be rehoused.The landlord’s response to the resident’s request for compensation for personal damage to belongings following a roof leak.The landlord’s response to the resident’s request for compensation for personal damage to belongings caused by a moth infestation.The landlord’s handling …
The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour, including the level of support provided by the landlord. The landlord’s handling of a subject access request submitted on the resident’s behalf. The landlord’s handling of safeguarding concerns it had about the resident’s child. The landlord’s …
REPORT COMPLAINT 202209178 Peabody Trust 29 February 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 handling of the resident’s rent accounts. Bullying, discrimination, and harassment by its staff. Increase in the resident’s rent without prior warning. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A neighbour dispute involving a bamboo intrusion, boundary fence responsibility, and a hedge. The associated complaint.
The complaint is about: The resident’s reports of discrimination and harassment by the landlord for his health issues and disabilities. The landlord’s handling of outstanding repairs at the resident’s property and his resulting request to be rehoused. The landlord’s handling of the resident’s reports about the behaviour and communication of …
The complaint concerns the landlord’s: Response to the concern raised about the electrics at the property. Handling of the decant process and transfer request following a fire at the property.
The complaint is about: The landlord’s handling of the resident’s concerns about the condition of the property when it was first let. The landlord’s response to the resident’s concerns about the conduct of its staff. The landlord’s handling of the complaint.
The resident’s complaint is about the landlord’s handling of the: property condition at the time of being let; rent charged.
The complaint is about the ALMO’s: Response to the resident’s reports of ASB. Response to the resident’s request for adaptations to the property. Response to the resident’s query about the front garden. Consideration of the resident’s reports about a staff member. Complaint handling.
The complaint is about: The landlord’s response to the resident’s report of various repairs. The landlord’s response to the resident’s enquiry about upgrades to his kitchen, bathroom, and windows. The landlord’s response to the resident’s request that the landlord regularly inspect the block. The landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: The impact on the resident of a dispute with an energy supplier. Administration of the rent and service charge account. The resident’s concerns about a parking safety issue. Reports of defects in the property. The resident’s complaint. The Ombudsman has also assessed …
The complaint is about: The landlord's handling of repairs following water ingress. The landlord’s response to the resident's concerns about the bin store. The landlord's response to the resident's reports of stolen post. The landlord's handling of the resident's service charge accounts.
This complaint is about the landlord’s handling of: The resident’s queries about her service charge. The associated complaint.
This complaint is about the landlord’s handling of: The resident’s application for rehousing. Reports of damp, mould, draughts, and lack of insulation within the property. Reports of pests within the property.
The complaint is about the landlords: Response to the resident’s concerns about its management of access to the car park. Response to the resident’s concerns about the impact of neighbouring building works. Response to the resident’s concerns about its management of refurbishment works including works it agreed to do and …
The complaint is about the landlord’s: Handling of the resident’s data in relation to her being identified as the complainant to the alleged perpetrator. Handling of reports of anti-social behaviour (ASB), including the communication with the resident throughout the case, and the compensation offered. Staff calling residents from personal mobile …
The complaint is about: The landlords handling of the resident’s request for a subject to access request (SAR). The landlords response to the resident’s reports of anti social behaviour (ASB). This service has also considered the landlord’s complaint handling.
This complaint is about the landlord’s: Response to the resident’s concerns around “victimization”. Response to the resident’s concerns around leaks, damp and mould; Response to the resident’s concerns about works to a neighbouring property; Response to the resident’s vulnerabilities, health and welfare concerns; Handling of various repairs including a replacement …
The complaint is about the landlord’s handling of: The resident's temporary move due to disrepair and asbestos in the resident’s property. The resident’s reports of repairs in the temporary property. The disposal and replacement of the resident’s white goods. The resident’s reports that a tree had been removed from the …
REPORT COMPLAINT 202207267 Metropolitan Thames Valley Housing (MTV) 28 February 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. […]
REPORT COMPLAINT 202228166 Metropolitan Thames Valley Housing (MTV) 28 February 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 complaint is about the: Landlord’s handling of an electrical inspection and follow on works. Landlord’s decision to get an injunction order for access to the property to complete the electrical works. Landlord’s records concerning the resident’s vulnerability and requirements for access to the property. The investigation has also considered …
The complaint is about the landlord’s handling of an annual gas safety check at the resident’s property. The Ombudsman has also investigated: The landlord’s complaint handling. The landlord’s record keeping.
This complaint is about the landlord’s handling of: Reports about staff conduct. Reports about the standard of communal cleaning. The associated complaint.
The complaint is about the landlord’s handling of: A planned bathroom replacement. Its knowledge and information management, in relation to the handling of a leak. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s: Reports of noise nuisance and anti-social behaviour (ASB). Request to be rehoused. Associated complaint.
The complaint is about the landlord’s handling of: Repairs to the property, including damp and mould; Alterations made to the property by the resident; The resident’s reports of neighbour issues; The resident’s concerns about the conduct and communication of individual staff members; Overcrowding in the property. The Ombudsman has also …
The complaint is about: The landlord’s decision not to allow amendments to the planned design of the resident’s replacement kitchen. The landlord’s handling of the associated complaint.
The complaint concerns the landlord’s handling of: The resident’s concerns about the padlock on the communal back gate. The resident’s reporting of anti-social behaviour (ASB). The resident’s concerns about being informed about who she could and could not let into the building.
The complaint is about the landlord’s handling of the resident’s: Report of a leak in the bedroom. Associated complaint.
The complaint concerns the landlord’s handling of: The resident’s reporting of damp and mould in the property. Repairs to the front gate, the shrub acting as a divider to the neighbouring property and to the cracks in the ceiling and to the walls of the property. The resident’s requests for …
The complaint is about: The landlord’s response to the resident’s reports regarding the air source heat pump and solar panels. The landlord’s handling of water penetration into the property. The landlord’s response to the resident’s request for compensation for the two-week period that the property did not have insulation. The …
The complaint is about the landlord’s handling of the resident’s concerns about: Repairs required to her home as part of a legal claim, including to resolve damp and mould and woodworm. The conduct and workmanship from its staff, contractors, and subcontractors during a replacement of her kitchen and bathroom. Injury …
The complaint is about the landlord’s response to the resident’s: Reports of repairs required to the bathroom and toilet. Reports of repairs required to kitchen door where mice entered property. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s requests: That the cleaners stop using bleach or strong chemical cleaning products in the communal areas outside her home. To be notified when communal works are to be completed, including gardening, window cleaning, and repairs. To be informed on what …
| 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 |