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: Faults with the resident’s mechanical ventilation system. The resident’s report of smells from a bathroom drain. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the: Resident’s concerns the fence she installed might lead to her eviction. Outstanding repairs in the resident’s property, including for damp and mould. Resident’s reports of antisocial behaviour (ASB). Resident’s request to move. The Ombudsman has also addressed the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Roof repairs. Reports of damp and mould. Reports of antisocial behaviour (ASB). Request for a management transfer. Formal complaint.
The complaint is about the landlord’s handling of: Repairs to the flooring in the upstairs bathroom and downstairs wet room. Reports of damp and mould. Reports of a rat infestation. The complaint. The landlord operated a 2-stage complaints policy. The policy states the landlord will provide a stage 1 complaint …
The complaint is about the landlord’s response to the resident’s: Reports of damp, mould and related outstanding repairs. Complaint. This report has also assessed the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s concerns about the security of the block. We have also considered the landlord’s handling of the associated complaint.
The complaint is about: the impact of repair issues on the resident and her daughter’s health. the landlord’s: response to reports of a leak in the property, handling of repairs and the resident’s request to be decanted. response to repair reports about a hoist in the property. response to repair …
The complaint is about: The landlord’s handling of the resident’s reports of mice in his property and the associated repairs. The landlord’s handling of a neighbour nuisance complaint made by the resident in 2021. The landlord’s response to the resident’s reports of anti-social behaviour in the car park. The landlord’s …
The complaint is about the landlord’s handling of the resident’s: Request for kitchen repairs. Associated complaint.
The complaint is about the landlord’s handling of: A homelessness prevention grant application and related property transfer. Costs the landlord has requested for: Replacing two doors. Repairing a hole in the hallway door. Clearing the garden and house. Court costs. The landlord’s decision to start legal proceedings. The Ombudsman has …
The complaint is about the resident’s reports about the landlord’s handling of; Issues within the communal areas including repairs to the entrance gates and alleged antisocial behaviour (ASB). The associated service charges. The Ombudsman has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: The resident’s concerns about the property’s structural integrity. Reports of damp and mould. Reports of inappropriate staff conduct. The resident’s request for a management transfer. The associated complaint.
The complaint is about the landlord’s response to the: Resident’s reports of damp and mould and its handling of the related repairs. Associated complaint.
The complaint is about the landlord’s handling of the residents’: Reports of damp and mould. Reports of repairs to the windows that were causing high electricity bills. Reports of repairs to the extension. Reports of damage caused to a wheelchair. Complaint.
The complaint is about the landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB). The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Response to temporary accommodation not having electricity when the resident moved in. Response to the resident’s concerns regarding the duration of the temporary move. Handling of the complaint.
The complaint is about: The landlord’s handling of the resident’s reports about a roof leak, its handling of associated repairs, and the level of compensation offered by the landlord as redress. The landlord’s complaint handling.
The complaint is about the landlord’s response to: The resident’s requests for repairs to the rear garden. The resident’s reports of damp and mould. The resident’s concerns regarding the bathroom window.
The complaint is about the landlord’s handling of: The resident’s reports of Anti-Social Behaviour (ASB). The resident’s loss of hot water and heating. The resident’s reports of staff conduct. This Service has also considered the landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of the resident’s concerns about the water charges and the reported delay in receiving the utility statements. The landlord’s handling of the resident’s reports of problems with the electricity meter for his property. The landlord’s handling of the resident’s reports of problems with …
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of a blocked waste pipe, a leak under the sink, and associated repairs in the kitchen. Concerns about the conduct of 2 contractors used by the landlord. Request for it to repair the extractor fan in the bathroom. Associated …
The complaint is about: The landlord’s response to the resident’s concerns about the garden shed. The landlord’s handling of the resident’s requests for repairs to the patio doors. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s personal information in relation to information it provided to its contractors, sub-contractors and consultants. The resident’s requests for reasonable adjustments , under the Equality Act 2010, during district heating replacement works. Follow-up work and damage caused to the resident’s property …
REPORT COMPLAINT 202313473 Prima Housing Group Limited 28 October 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 resident’s reports of damp and mould. The resident’s reports of a pest infestation. The resident’s request to be rehoused.
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould in the property. Repairs to the bathroom. Anti-social behaviour (ASB) and the associated request for a separate garden.
The complaint is about the landlord’s handling of: The resident’s report that it classed her as aggressive. The resident’s requests for repairs to the windows and doors. The resident’s reports of the conduct of the contractors sent to the property. The resident’s dissatisfaction with staff conduct, and its decision to …
The complaint is about the landlord’s handling of: Repairs in the resident’s property including water leaks, damp and mould, a window repair and a crack on the wall. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould and associated remedial repairs. The asbestos in the property. The resident's concerns about the safety of the electrics in the property. The resident’s queries about eligibility for the right to acquire scheme (RTA). The resident’s …
The complaint is about the landlord’s handling of the resident’s: Reports of no heating and hot water. Reports of a blocked sink. Reports about cuckooing at her property. Concerns of being bullied and threatened by staff. Reports that the resident has not received care.
This complaint is about the landlord’s handling of the resident’s reports of damp and mould. This investigation has also considered the landlord’s: Record keeping. Handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Request for a new kitchen. Request for the landlord to relocate the radiators. Request for the landlord to remove the artex decoration.
The complaint is about: The landlord’s response to the resident’s request to be reimbursed for the loss of his burger van. The landlord’s handling of the: Resident’s request for a disabled parking bay. Associated complaint.
The complaint is about the landlord’s handling of: repairs to the lifts. the resident’s report of a missed survey appointment for a new boiler. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Handling of the resident’s rent arrears. Response to the resident’s concerns about staff conduct. Handling of repairs to a toilet. Complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about: Trees behind a boundary fence. The side patio retaining water. The size of the driveway. The condition of the kitchen countertop. The resident has also complained about the landlord’s handling of their complaint.
The complaint is about the landlord’s handling of: damp and mould in the property. a rent review in February 2024. lost or stolen personal possessions whilst they were in storage. a managed move application. further and additional repairs to the property and common parts. the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: An unauthorised structure in the neighbour’s garden. Anti-social behaviour (ASB).
The complaint is about the landlord’s: handling of the resident’s reports that his parking space was being used by others and associated antisocial behaviour (ASB). complaint handling.
The complaint is about the landlords handling of the resident’s reports of: Repairs in the bathroom and her request for further works . Rubbish and overgrown weeds in the communal alleyway . The Ombudsman will also investigate the landlord's complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of: The condition of the property when let. Repairs to the balcony door and glass. The associated complaint.
The complaint is about the landlord’s response to the resident’s requests for: A replacement kitchen. A replacement bathroom. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about the gas safety check. This Service has also considered the landlord’s complaint handling.
The complaint is about how the landlord handled the resident’s reports of: Noise nuisance. The neighbours use of a doorbell camera. The neighbours use of audio recording equipment.
The complaint is about the landlord’s handling of: The resident’s reports of defects. The resident’s request for an independent Royal Institute of Chartered Surveyors (RICS) level 3 survey. The associated complaint.
The complaint is about the landlord’s handling of: Hot water repairs Front door repairs.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s response to the resident’s claims that she was unfairly sanctioned for causing ASB. The landlord’s handling of the resident’s concerns about the conduct of a member of staff. The landlord’s handling of the …
The complaint is about: The resident’s concern regarding the requirement for him to pay for the call system through the service charge. The landlord’s handling of the resident’s request to stop paying for the call system after it broke following a fire.
The complaint is about the landlord’s handling of the resident’s reports concerning: A blocked drain. Peeling damp proof paint and the contractor’s behaviour. Cracks in the property. The landlord’s complaint handling has also been considered in this investigation.
| 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 |