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.
REPORT COMPLAINT 202415634 A2Dominion Housing Group Limited 26 March 2025 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 the resident’s reports of damp and mould. We have investigated the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s report that his Velux window blind was broken. The landlord’s complaints handling.
The complaint is about the landlord’s: Response to the resident’s subject access request. Response to the resident’s communication with its contact centre. Handling of its concerns about the resident’s conduct of his tenancy. Response to the resident’s reports of harassment and intimidation by staff. Response to the presence of asbestos …
The complaint is about the landlord’s: Response to the resident’s reports of water coming into the property. Complaint handling.
The complaint is about the landlord's handling of the resident's: Concerns about the increase in his service charge. Concerns about the ground maintenance service being provided. Associated complaint.
REPORT COMPLAINT 202312182 Anchor Hanover Group 20 March 2025 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: Repairs to the communal gate. Service charges.
The complaint is about the landlord’s handling of: The resident’s reports of a rodent infestation. The resident’s dissatisfaction with a contractor’s behaviour at the property. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports about: Repairs to radiators in the bathroom, bedroom, associated damage, and increased energy usage at the property. A radiator to be installed in the living room. The slabs to be replaced and removal of the waste in the garden. …
This complaint is about the landlord’s response to: The resident's reports of repairs to their bathroom. The resident’s concerns that the communal gardens and bin areas were not being regularly maintained and fly tipping. The resident’s concerns about the standard of the communal cleaning at their block. This complaint is …
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) and concerns of domestic abuse. Request for a managed move. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s boiler. The associated complaint.
The complaint is about the landlord’s: handling of communal grounds maintenance services. complaint handling.
The complaint is about the landlord’s: Handling of reports of a faulty boiler. Response to the resident’s request for compensation for her energy usage. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s request for reasonable adjustments. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports of loss of heating and hot water. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s request about a named operative attending his property. A ‘warning marker’ on the resident’s records. A disclaimer form it asked the resident to sign before repairs commenced.
The resident’s complaint is about the landlord’s: Licensing of parking bays. Response to his concerns about alterations to the layout of a car park. Recovery of the costs of a new door entry system through service charges. Complaint handling.
The complaint is about the landlord’s: Handling of a payment from an insurance claim in 2023. Response to repair issues raised after 21 June 2024, including: The resident’s request for a temporary decant in September 2024. Reports of rotten windows. The communal area smelling of sewage. The communal area having …
The resident’s complaint is about the landlord’s handling of: Defect repairs. Her concerns about the location of a radiator. Bathroom adaptations.
The complaint is about the landlord’s handling of: Damp and mould and window repairs at the resident’s property. The reimbursement of the resident’s damaged belongings. Fire safety concerns including cladding. Concerns about the communal areas including the outside space and anti-social behaviour. The associated complaint.
The complaint is about the landlord’s handling of: The temperature of radiators at the property. Reports of damp and mould. Reports of repairs to the front door, rear guttering, kitchen electrics, and a step. Reports of a woodlice infestation. Request for a letter regarding adaptations. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to a leaking roof window, a roof or guttering leak, and to re-enamel the bath. The resident’s reports of damp. The resident’s request for a new kitchen, bathroom, boiler, triple glazing, and for the landlord to relocate a radiator. Communal repairs …
The complaint is about the landlord’s response to the resident’s reports of: Noise and antisocial behaviour (ASB). ASB affecting other residents. Pets causing a nuisance in communal areas. Poor staff conduct. This report has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s request for compensation following damage to her electric bike. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: Repairs to the drainage pump in the resident’s wet room. The associated complaint.
The complaint is about: the impact of repair issues on the resident’s health. the landlord’s handling of: reports of concerns about subsidence, the kitchen flooring and a leak. the complaint.
The resident’s complaint is about the landlord’s response to his reports of roof leaks. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Request for repairs to his flat. Request for repairs to the building. Reports about the upkeep of communal areas.
The complaint is about the landlord’s handling of the resident’s complaints about: Increases in rent. The landlord’s setting of a fixed service charge. The landlord’s implementation of an unacceptable behaviour agreement. The standard of communal garden and grounds maintenance. The standard of communal cleaning. The landlord’s complaint handling.
The complaint is about the landlord’s handling of:
The complaint is about the landlord’s handling of: Anti-social behaviour (ASB). Communal door entry repairs. The Ombudsman has also investigated the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of: Leaks in the property. Moving him from the property. His complaint.
The complaint is about the landlord’s response to: The resident’s reports of anti-social behaviour (ASB). The resident’s request for a management transfer. The resident’s reports regarding the standard of communal cleaning. The resident’s concerns about the previous management transfer in 2020. The Ombudsman has also investigated the landlord’s handling of …
The complaint is about the landlord’s: Handling of the resident's reports of antisocial behaviour (ASB). Response to the resident's concerns regarding its supported living accommodation residents being vetted, checked on, and provided with support. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Damp and mould. The resident’s authorisation for her son to act on her behalf. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s rehousing application. The Ombudsman has also taken the decision to consider the landlord’s handling of the resident’s complaint.
The complaint is about the landlord's handling of: Repairs to the property. Reports of damp and mould. The associated complaint.
The complaint is about the landlord’s handling of: A window repair. Damp and mould.
The complaint is about the landlord’s response to the resident’s reports about: Damage to a fence and trees. The associated formal complaint. Slippery concrete.
The complaint is about the landlord’s handling of: Allegations of harassment and reports of antisocial behaviour (ASB). The associated complaint.
The complaint is about the landlord’s handling of: The resident’s request to cancel their tenancy. The associated complaint.
The complaint is about the landlord’s: handling of damp and other repairs in the property. repair to a blocked toilet in May 2022. administration of appointments. response to the resident’s request for compensation. response to the resident’s concerns about staff conduct.
The complaint is about: The landlord’s handling of the resident’s reports of damaged flooring following a leak. The landlord’s handling of the resident’s request for information about the increase in the rent and service charges. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould and her request for compensation. The landlord’s handling of repairs to the resident’s bathroom.
REPORT COMPLAINT 202014614 Jigsaw Homes Group Limited 17 December 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: The termination of the resident’s licence agreement. The resident’s report of the use of force during eviction.
This complaint is about the landlord’s handling of: The resident’s request for it to complete a pathway repair. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s property. The resident’s request for a management transfer. The Ombudsman has also investigated the landlord’s complaint 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 |