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 management and handling of: a request to install a level access shower wet room in the property. the resident’s reports of outstanding repairs at the property. the resident’s reports of damp and mould in the outbuildings. the resident's formal complaints.
The complaint is about the landlord’s: response to the resident’s report of a fire safety incident; handling of the resident’s associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of anti social behaviour. The landlord’s decision to place the resident in a particular band under its allocations policy. The landlord’s handling of the complaint.
The complaint is about:
The complaint concerns: The landlord’s decision to recharge the resident to repair the toilet in the property. The conduct of a staff member during the repairs process.
The complaint is about: The landlord's response to the resident's concerns about a staff member’s conduct during a fire-safety drill. The landlord's handling of the associated complaint.
This complaint is about the landlord’s handling of: The resident’s reports of defective windows and doors, and the resulting cold temperature in his property. The resident’s reports of problems with his kitchen, including: the kitchen being unsuitable for his needs; items in the kitchen having sharp edges, which he said …
The complaint is about: The condition of the property the resident mutually exchanged into. The landlord’s handling of remedial repairs. The landlord’s handling of decanting the resident’s family during works. The landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s reports concerning the condition of the kitchen at the property. The landlord’s response to resident’s request for the kitchen at the property to be replaced. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s response to the resident’s: Reports of a repair to the adjacent building. The related complaint handling. Objections to service charges relating to the repair.
The complaint is about: The landlord’s handling of the resident’s reports of fly-tipping and its use of CCTV. The resident’s reports that he had not received a breakdown of service charges. The landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s concerns about the service charge account; and The landlord’s handling of the complaint.
This complaint is about the landlord’s handling of: The resident’s management move, The associated complaint.
The complaint is about the landlord’s: response to the resident’s concerns regarding cyclical works. complaint handling.
The complaint is about the landlord’s: Response to the residents reports of repairs required at the property. Response to the resident’s reports of damp and mould at the property. Response to the resident’s request to be rehoused. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of repairs required at the property. Response to the resident’s request to be rehoused. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports about antisocial behaviour (ASB) and harassment; Rehousing application; Request for its officers to resign.
The resident complains about: The landlord’s response to reports of a pest infestation (sewer flies). The landlord’s handling of the resident’s request to be rehoused. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The condition of the property when the resident’s tenancy began. The communications from the landlord on how to move home during the pandemic. The landlord’s complaints handling.
The complaint is about the landlord’s: Decision to end the resident’s licence. Handling of the resident’s previous compensation payment. Handling of the resident’s report of having been assaulted by the landlord’s staff. Handling of the resident’s report of antisocial behaviour. Record keeping.
REPORT COMPLAINT 202200114 Peabody Trust 15 August 2023 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 handling of the resident’s: Decants from the property between April 2021 and June 2021 and January 2022 and February 2022; Request for it to reimburse her for the costs incurred during the decants from the property; Reports about an ongoing rat infestation in the …
The complaint is about the landlord’s handling of: Leaks in the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Request for a copy of an EWS1, External Wall System fire review certificate. Request to provide evidence of fire safety. Complaint.
The complaint is about the landlord’s handling of: The concerns raised by the resident about the safety and condition of the property when she moved in via a mutual exchange. The associated complaint
The complaint is about: The landlord's handling of the resident’s concerns about rehousing. The condition of the resident’s new home and ongoing repair issues. The landlord’s handling of the complaint.
The complaint is about: The landlord’s response to the resident’s reports about leaking and drafty windows causing damp and mould in the property. The landlord’s response to the resident’s request for a management move.
The complaint is about the landlord’s response to the leaseholder’s: Concerns about the communal garden. Objection to the replacement of cladding. Related complaint. Objections to charges for the cost of cladding renewal.
The complaint is about: The landlord’s response to the resident’s reports of no heating in the property. The landlord’s response to the resident’s reports of draughts from the windows throughout the property. The landlord’s response to the resident’s request to move. The landlord’s response to the resident’s reports of her …
The complaint is about the landlord’s: Response to the resident’s reports that the property was too hot. Response to the resident’s reports of traffic noise from outside the property. Response to the resident’s request for a priority transfer to a ground floor flat at the rear of the property. Complaint …
The complaint is about the landlord’s handling of: Concerns raised by the resident about the condition of the property when it was let to her. The resident’s reports of leaking gutters and associated damp and mould. Heating repairs. Concerns raised by the resident about a fire escape door. The resident’s …
The complaint is about the landlord’s: Handling of the resident’s reports of a lighting fault. Complaints handling.
The complaint is about the landlord’s handling of a property transfer and the size of the second bedroom at the property. The Ombudsman has also looked at the landlord’s complaint handling.
REPORT COMPLAINT 202114092 Midland Heart Limited 8 August 2023 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 challenge to the level of her service charge in previous years. The resident’s request for information about her service charges. The resident’s concerns about an increase to her service charge and her request to withhold the increase pending the outcome …
The complaint is about: The landlord’s handling of the installation of new lighting within the external communal areas of the property. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: mutual exchange; property repairs; associated complaint.
The complaint is about: The landlord’s handling of the resident’s request for a management transfer. The landlord’s complaints handling.
The leaseholder’s complaint is about the landlord’s response to her concerns about: Communal repairs. Communal service provision. The Ombudsman will also consider the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s report about unsafe electrics in the property. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord's response to the resident’s reports of disrepair in relation to: Front and balcony doors. The lift. The communal window being left open. Lack of heating.
The complaint is about the landlord’s handling of: Repairs to the resident’s front door and back door following reports of water ingress, and adaptations needed. The resident’s reports of pests in her property. The resident’s reports of issues with her boiler. The resident’s concerns about trees near her property. The …
The complaint is about: The landlord’s handling of the resident’s defective heating system. The landlord’s handling of allegations made about the resident by a repair operative. The landlord’s complaints handling.
This complaint is about: the landlord’s handling of the resident’s reports of antisocial behaviour; the landlord’s decision to restrict contact from the resident.
The complaint is about how the landlord handled the resident’s reports about her neighbour parking his motorbike in a communal area. The Ombudsman has also assessed the landlord’s complaint handling.
The resident complains about the landlord’s handling of his reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of repairs to the communal door. The landlord’s response to the resident’s concerns about the car park gate. The landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s front door. Reports of rats in the garden. A decant. Complaints.
The complaint is about the landlord’s response to the resident about: repairs for front door seals and a living room door. claims for compensation related to a kitchen cupboard falling off a wall and the condition external areas were left in after roof works. repairs for a vent and a …
The complaint is about the landlord’s: Handling of a report of antisocial behaviour (ASB) made against the resident. Retention and disclosure of an unsent letter about the report of antisocial behaviour. Use of its unreasonable complaints policy. Response to a request to change staff members dealing with the management of …
| 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 |