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 reasonableness of the service charges for the major works. The number of Section 20 notices issued by the landlord in respect of the major works. The landlord’s response to the leaseholder’s concerns that it instructed a bailiff to attend the property. The landlord’s complaint handling.
The complaint is about the landlord’s:
The complaint is about the landlord’s handling of: repair work in respect of mould and damp in the resident’s property. the associated formal complaint.
REPORT COMPLAINT 201912974 Orbit Group Limited 1 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 […]
REPORT COMPLAINT 202001723 Islington Council 28 February 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 complaint is about: The landlord’s response to reports of repairs at the property. The landlord’s response to reports of the build-up of litter around the building and car park. The landlord’s refusal to compensate the resident for the increase in her utility bills. The associated formal complaints into these …
This complaint is about: The landlord’s response to the resident’s reports of issues with parking at this property. The landlord’s response to the resident’s request that the windows in his bathroom and kitchen be replaced. The landlord’s response to the recommendations made in an inspection of mould in the resident’s …
The complaint is about: The landlord’s decision to withdraw lease amendments in relation to sub-letting in April 2020. The landlord’s communication with the resident.
The resident complains about: How the landlord handled the mutual exchange in August 2016. How the landlord handled repairs needed at the property including dampness, from the start of the tenancy to date. The effect of the living conditions on her health. How the landlord handled her housing transfer application …
The complaint is about the landlord’s response to the resident’s reports about: the consultation process for major works, the amount of the service charges and liability to pay them. the administration of the service charge account and issues surrounding a Section 20 notice.
The complaint is about the landlord’s: Response to the resident’s concerns regarding fire safety Response to the resident’s concerns regarding service charges for fire safety and maintenance Complaint handling
This complaint is about the landlord’s handling of the following issues: Noise nuisance from neighbours from October 2017 onwards. ASB report following an assault by a neighbour in February 2018. Damage caused by a leak from a neighbour’s flat in February 2018. Its decision to restrict the resident’s contact with …
REPORT COMPLAINT 202000337 Oadby and Wigston Borough Council 26 February 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. […]
REPORT COMPLAINT 202007918 Sandwell Metropolitan Borough Council 26 February 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 […]
The complaint is about the landlord’s: Response to the resident’s reports of a petrol generator being used in the communal areas. The handling of the resident’s complaint.
The complaint is about the landlord’s:
This complaint is about the following issues: The landlord’s handling of leaks to a neighbouring property, including its handling of a forced entry into the resident’s property and the changing of the keys, and the way it communicated with the resident. The landlord’s handling of disrepair to the sitting room …
The complaint is about: The landlord’s response to reports of an infestation; The landlord’s response to reports of Antisocial Behaviour (ASB), specifically in terms of the dumping of rubbish in communal areas and noise nuisance, and; The landlord’s priority banding of the resident, in respect of an application for a …
The complaint is about service charges added to the resident’s rent account by the landlord. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The tenant has complained that: The landlord took too long to refund a service charge credit The landlord took too long to respond to concerns about fire safety; including repairs to smoke/heat detectors and an emergency light The cyclical decorating works to the communal areas were overdue The landlord took …
REPORT COMPLAINT 201909347 Notting Hill Genesis 23 February 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 […]
The complaint is about the landlord’s response to the resident’s: allegations of not maintaining the drainage system at the property; request to make a claim for damages; associated formal complaint.
The complaint is about: the landlord’s handling of rent arrears following the resident’s succession of the tenancy; the landlord’s handling of repairs to the resident’s property; the landlord’s complaints handling.
The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from her neighbour. The landlord’s handling of the associated formal complaint.
The complaint is about: The landlord’s response to the resident’s concerns about an old heating box. Complaint handling.
The complaint is about the landlord’s response to reports of: broken paving slabs; defective street lighting; and complaint handling.
The complaint is about: the administration of service charges the landlord’s handling of the associated formal complaint.
The complaint is about: The landlord’s response to the resident’s reports of noise disturbance from a neighbouring property; The landlord’s response to the resident’s reports of damage caused to the property by works carried out at a neighbouring property; The landlord’s handling of repairs to the resident’s boiler; and The …
The complaint is about: The accuracy of the fire safety assessment completed by the landlord in relation to the building which the resident owns a property in. The landlord’s response to Government guidance on fire safety and cladding in relation to the building which the resident owns a property in.
REPORT COMPLAINT 201914575 Sanctuary Housing Association 15 February 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 complaint refers to: The landlord’s administration of the resident’s rent account. The resident’s concerns in relation to a repair needed to her stairs.
The complaint concerns: the landlord’s response to the resident’s dissatisfaction with the refurbishment of his kitchen and bathroom. the landlord’s response to the resident’s reports of a leak coming from his washing machine.
REPORT COMPLAINT 202005342 Westminster City Council 11 February 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 […]
The complaint is about: The resident’s concerns about the landlord’s asbestos removal works’ planning, necessity, and completion without his permission. The landlord’s response to the resident’s request to make good the damage in his toilet room following asbestos removal works.
REPORT COMPLAINT 202003469 Sandwell Metropolitan Borough Council 9 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The resident has complained about the landlord’s response to his reports of issues with the general cleanliness of the bin store and communal hallway, a broken communal door, maintenance of the car park and noise nuisance from the property above. The resident has also complained about the landlord’s complaints handling.
The complaint concerns: The landlord’s handling of the resident’s request for reimbursement of the costs incurred from the use of temporary electrical heaters. The landlord’s response to the resident’s reports of water damage to her tumble dryer.
The resident complains about:
The complaint is regarding: The landlord’s response to the resident’s reports of noise nuisance. The landlord’s complaint handling.
This complaint is about the landlord’s response to: The resident’s Subject Access Request. The resident’s reports of outstanding repairs to his boiler. The resident’s concerns that the Gas Safety Certificate for his property is not valid.
REPORT COMPLAINT 201910624 Camden Council 29 January 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 […]
The complaint is about the landlord’s:
REPORT COMPLAINT 201913645 Islington Council 29 January 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 […]
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB) allegedly perpetrated by her neighbour. This Service has also investigated the landlord’s complaint handling and record keeping in the case.
The resident complains about: How the landlord handled repairs reported, including: how the landlord handled reports of damp in June 2018; how the landlord handled repairs required in 2019 and a decant; and the information provided by the landlord in relation to the works . How the landlord handled her …
The complaint is about the landlord’s response to: the resident’s reports concerning the safeguarding of residents in relation to ongoing construction in the neighboring property; the resident’s reports of disrepair to security gates and doors at the property; the resident’s reports of anti-social behaviour at the property; the resident’s reports …
This complaint is about the resident’s concerns that the landlord and its contractor failed to comply with Health and Safety Regulations when removing asbestos tiles from his hallway floor. The resident has also complained that the landlord had, without his permission arranged for the Housing Benefit element of his Universal …
REPORT COMPLAINT 201815545 Shepherds Bush Housing Association Limited 29 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]
The complaint is about the landlord’s handling of:
The complaint is about: The landlord’s response to the resident’s reports of disrepair at the property. The landlord’s response to the resident’s reports of noise nuisance from the neighbouring properties. The landlord’s handling of the complaint.
| 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 |