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 increase of the service charge year-on-year; the resident’s ability to acquire an additional portioned percentage of his shared ownership property; the landlord’s response to the resident’s reports regarding the accuracy of the service charges; the landlord’s response to the resident’s request to sight the supporting …
The complaint concerns: The landlord’s handling of repairs to the resident’s heating system. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: request for CCTV to be installed; requests for repairs to the communal door; reports of littering around the property; associated formal complaint.
The complaint is about: The landlord’s response to the resident’s report of her neighbour’s shed causing damage to her garden and restricting natural light to her property. The landlord’s handling of the associated complaint.
The complaint is about: The managing agent’s communication with the resident after he informed it in February 2018 he was no longer living at the property. The managing agent’s request to the resident concerning charges at the end of the tenancy. The managing agent’s handling of the associated complaint.
The complaint is about the landlord’s: provision of information about the defect period provided to the resident when purchasing the property. provision of information about the location of the car parking space at the property provided to the resident when purchasing the property. response to the resident’s repair reports concerning …
The complaint is about the following issues: The landlord’s response to reports of issues with the heating and hot water system, in particular, its handling of a water outage in January 2020. The landlord’s handling of heating and hot water issues prior to 2019. The landlord’s handling of cyclical work. …
This complaint is about the landlord’s handling of: the resident’s reports of fence repairs; the resident’s reports of damage to her carpet; the related complaint.
The complaint is regarding the landlord’s handling of: The resident’s reports of various repairs required to the property. The resident’s reports about the conduct of operatives visiting the property.
The complaint is about the landlord’s response to: The resident’s request to bring forward the planned replacement of her bathroom. The resident’s reported concerns about the condition of her bathroom. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: reports of anti-social behaviour (ASB) and harassment; associated formal complaint.
The complaint is about the landlord’s handling of the resident’s: concerns about the removal of a walkway gate; associated formal complaint.
This complaint is about the landlord’s handling of the following issues: the resident’s application for rehousing on medical grounds; the resident’s reports of anti-social behaviour (ASB) by her neighbour. The report will also address the landlord’s handling of the complaint.
The complaint refers to: The landlord’s handling of repairs at the property during the void period. The landlord’s handling of issues at the property once the tenancy had commenced. The landlord’s communication with the resident regarding her energy supply. The landlord’s response to the resident’s request for a rent refund …
The complaint is about the landlord’s: response to the resident’s request for reimbursement of the cost of replacing a lock to his front door. response to repairs required to a communal fire door. handling of the associated complaint.
The Complaint is about the landlord’s response to residents’ reports about: The drainage at the property and standing water in the garden. Works to the kitchen floor and doors and the fitting of radiators at the property. The contractor attending the property without prior notification and breaching health and safety …
The complaint concerns: The landlord’s handling of the resident’s request for re-housing from the local authority. The landlord’s handling of multiple repairs to the resident’s property in 2016 to 2018. The landlord’s handling of multiple repairs to the resident’s property in 2019 to 2020. The landlord’s handling of the resident’s …
The complaint is about: the landlord’s response to the resident’s report about the communal front door, this was raised in February/March 2020. the landlord’s delay in logging the complaint. the way the landlord handled the second complaint about the communal front door, which was raised in July 2020.
The complaint is about the landlord’s: response to the resident’s reports that her property was not suitable for her needs when initially allocated to her; response to the resident’s request to be rehoused through the local authority’s choice based letting system/direct let scheme; communication regarding soundproofing works to her property …
The Complaint is about the landlord’s response to resident’s reports about: The administration of the service charge at the property. The issuing of arrears letters and invoices by the landlord. The landlord’s complaint handling. The cost and level of service charge for works carried out at the property and the …
The Complaint is about the landlord’s response to resident’s reports about: The administration of the rent account at the property. The landlord's handling of the resident’s requests to staircase the property. The landlord’s complaint handling. The amount of overcharged rent and the interest offered by the landlord.
The resident’s complaint is about the landlord’s response to her reports of ASB as well as the reports of ASB made against her. This Service will also investigate the landlord’s complaints handling.
The resident complains about the landlord’s handling of the reported electromagnetic field (EMF) disturbance in her flat. This Service will also consider the landlord’s complaints handling.
REPORT COMPLAINT 202000153 Tower Hamlets Homes 31 March 2021 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 is […]
This complaint is about: The landlord’s handling of the resident’s reports of sound transference from the flat above. The landlord’s complaint handling.
The complaint is about: the landlord’s decision not to remove a tree. The delay in the landlord’s response to the complaint.
The resident complains about: How the landlord handled the administration of her rent account, specifically, its decision to issue a claim for possession of the property. How the landlord handled reports of anti-social behaviour (ASB) against her and her household, including the actions of a particular member of staff. The …
The resident has complained that: The landlord took too long to complete repairs to the roof. The landlord had not addressed all the outstanding repairs or complaint issues by the time of the final response. The landlord provided poor customer service during the repairs and complaint procedure. The cost of …
The complaint is about the landlord’s: handling of repairs to remedy damp in the resident’s property, response to the resident’s report of his new toilet being unsuitable, complaint handling
REPORT COMPLAINT 201908131 South Tyneside Homes 23 March 2021 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 is […]
This complaint is about the landlord’s handling of: repairs to the resident’s home; the related complaint.
The complaint is about the landlord’s: response to the resident’s concerns regarding the parking at the property, response to the resident’s reports of antisocial behaviour (asb) at the property, complaint handling.
The complaint is about the landlord’s handling of the resident’s: request for compensation for damaged flooring following a sewage pipe leak; associated formal complaint.
The complaint concerns: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB), by her neighbour. The landlord’s associated complaint handling.
The complaint is about: The landlord’s response to the resident’s allegation that it did not inform her about the Government’s guidance in relation to fire safety and cladding in respect of her staircasing application; The landlord’s communication and complaint handling.
The complaint refers to: The landlord’s response to the resident’s reports of a broken boundary fence. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of:
The complaint is about the landlord’s response to: the resident’s reports of damp and mould in the property leading up to 2017. the resident’s reports of damp and mould in the property from 2018. The Ombudsman has also investigated how the landlord handled the resident’s formal complaint.
The complaint concerns: How the landlord responded to the resident’s concerns relating to pest control. The condition of communal areas and windows. The level of the service charge. The associated complaint into these matters
The complaint is about:
REPORT COMPLAINT 201916116 Whitefriars Housing Group Limited 12 March 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
REPORT COMPLAINT 202002857 Camden Council 10 March 2021 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 is set […]
The resident complains about: the landlord's administration of the service charge for communal lighting, and; its response to her requests for information about the electricity meters.
The resident has complained about the landlord’s handling of: repairs to the electrical installations. damp in the kitchen. the installation of a Positive Input Ventilation (PIV) unit and the cost associated with running the same.
The complaint is about: the landlord’s handling of a repair to the resident’s ceiling. the landlord’s administration of the resident’s rent account. the landlord’s response to the resident’s report of the property being unsuitable for her. the landlord’s handling of the associated complaint.
The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour. handling of antisocial behaviour reports against the resident. complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of noise nuisance coming from the floorboards of the property above his own. The landlord’s response to the resident’s reports that unauthorised vehicles were parked in the car park of his property. The landlord’s handling of the complaint.
The complaint is about the landlord’s: Response to the resident’s report about a fault with the boiler. Complaint handling.
The complaint is about the landlord’s: response to the resident’s reports of no heating in her property, response to the resident’s report of damp and mould in the bathroom of the property, handling of the associated complaint.
The resident complains about: the landlord’s offer of compensation for damage to personal belongings following a leak at his property. the replacement of his bathroom and the impact this had on him.
| 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 |