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 202104237 South Holland District Council 15 March 2022 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 […]
This complaint is about the landlord’s handling of: the resident’s reports of a leak from above into her bathroom; the resident’s request for a property transfer.
REPORT COMPLAINT 202108941 London & Quadrant Housing Trust 14 March 2022 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 complaint is about the landlord’s handling of: repairs to the resident’s bathroom, hallway and kitchen; repairs to the resident’s boiler; the resident’s reports of damp affecting her property.
The complaint is about the landlord’s handling of: The resident’s report of a leak. The subsequent complaint.
REPORT COMPLAINT 202113877 Nottingham City Homes 10 March 2022 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 resident complains about: The landlord’s handling of a Discretionary Housing Payment (DHP) application; text messages sent by the landlord; historical rent arrears; increasing rent arrears, and; complaint handling
The complaint is about the landlord’s Response to reports of mould and damp. Handling of reports of a noise nuisance. Response to reports that the kitchen needed replacing. Handling of the recent kitchen redesigns. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of Anti-Social Behaviour (ASB) perpetrated by her neighbour. Reports of a fence and shed built by her neighbour, which she asserted caused a safety issue. Request to add her husband to the tenancy agreement. Alleged outstanding repair issues, specifically …
This complaint is about: The level of redress the landlord offered in respect of its acknowledged delays and failures while responding to a leak from the flat above; The landlord’s recommendation to approach the above tenant about the leak; The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: Its staff’s communication about the resident. The resident’s personal data.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Request to transfer properties. Associated complaint.
The complaint is about the landlord’s handling of: The resident’s request for it to alter her kitchen units. The associated complaint.
The complaint is about: The landlord’s response to the resident’s concerns about fire safety works at her property. The landlord’s complaints handling.
The complaint is about: The landlord’s response to the resident’s queries about the administration of her service charge account. The level and reasonableness of the service charge.
REPORT COMPLAINT 202015737 Sanctuary Housing Association 21 February 2022 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 handling of the resident’s reports of: antisocial behaviour. alleged discriminatory staff conduct. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports about: Repairs to the communal entrance door and intercom . Lack of communal smoke alarms. Rodent issues. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202013537 Bromford Housing Association Limited 28 February 2022 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 regarding: The landlord’s handling of the resident’s reports of defects, including the level of compensation offered. The landlord’s proposal to offset a compensation award against the resident’s service charge/rent account. This Service has also considered how the landlord responded to the resident’s complaint.
The complaint was about the landlord’s: Response to the resident’s reports of damp at the property and request for repairs. Handling of her complaint.
The resident’s complaint was about: The landlord’s response to the resident’s request for redecoration following a leak into her property. The landlord’s response to the presence of asbestos in her property. The landlord’s response to the resident’s request for a transfer. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports about: Cladding and fire safety works. Damp and mould and damage to a balcony door. Replacement of damaged items. Pest infestation.
The complaint is about the landlord’s: response to the resident’s concerns about the administration of her rent account. handling of the resident’s formal complaint about the above matter. decision to apply to court to seek possession of the property.
The complaint concerns the landlord’s handling of: The resident’s reports of a pest infestation in his property. The associated formal complaint.
The complaint is regarding the landlord’s: Handling of the resident’s repairs reports. Response to the resident’s concerns over the price of her energy bills.
The complaint concerns: The landlord’s handling of a boundary dispute. The landlord's response to the resident’s reports of parking issues. The landlord’s handling of ASB reports.
The complaint is about: The landlord’s response to repair reports to the: Kitchen and cooker hood. Doorbell. The landlord’s handling of reports of staff conduct. The Ombudsman has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB) in the car park area of the property. Response to the resident’s reports of problems with the ground maintenance service provided in return for the service charge. Complaints handling.
The complaint is about: The landlord’s handling of the resident’s concerns about the condition of the property when he moved in. The landlord’s handling of outstanding repairs. The landlord’s complaints handling.
The complaint is about the landlords handling of: The resident’s reports concerning anti-social behaviour. The installation of soundproofing. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB): between 2010 and February 2019. from February 2019 to September 2019. The Ombudsman has also investigated the landlord’s complaint handling.
This complaint is about: The resident’s request to be rehoused; The landlord’s response to the resident’s concerns around the condition of the property; The landlord’s response to the resident’s concerns around rent arrears; The landlord’s complaint handling.
This complaint is about: The landlord’s response to the resident’s reports of water and vegetation ingress at the property’s garage following a refurbishment project; The landlord’s response to the resident’s concerns about being charged for services that were not received during the project.
The complaint concerns the landlord’s: response to the resident’s reports of an operative causing damage to her property. response to the resident’s reports of operatives attending without prior notice, having a master key to the property and gaining access when the resident was not there. Complaint handling.
The complaint is about the landlord’s handling of window repairs at the property. The Ombudsman has also investigated the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s concerns about staff conduct. The Ombudsman has also investigated the landlord’s response to the incident that occurred outside the resident’s property.
The complaint is about: The landlord’s response to the resident’s dissatisfaction with its antisocial behaviour (ASB) policy and procedure. The landlord’s handling of ASB allegations made against the resident by her neighbour (A). The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s response to the resident’s queries about service charges for the financial year 2019/20, including his request to inspect supporting information and documents. The landlord’s complaints handling.
This complaint is about: The landlord’s handling of the resident’s reports of two roof leaks at the building; The landlord’s response to the resident’s concerns about leaking asbestos; The landlord’s refusal to provide a proportionate refund of service charges for the period the resident was decanted; The landlord’s complaint handling.
The complaint is about the landlord’s response to: The resident’s reports of damp and mould in her property. The resident’s request for repairs to her windows. The resident’s request for a replacement kitchen.
The complaint is about: The landlord’s handling of repairs at the property, specifically, repairs to the intercom. roof and bath taps and bathroom sink. The landlord’s handling of the complaint. The landlord’s handling of a transfer request. The level of rent and rent increase.
The complaint is about the landlords: Handling of the resident’s request to purchase her property. Complaint handling.
The complaint is about: The landlord’s handling of the resident’s queries about service charges. The landlord’s handling of the resident’s concerns about the level of cleaning in the bin store area. The landlord’s contact with the resident’s mortgage lender.
The complaint is about: The landlord’s handling of the resident’s reports of a leak into his property, and his request for compensation for damaged belongings. The landlord’s handling of the associated complaint.
The complaint concerns the landlord’s handling of: repairs to the bathroom window of the property. The associated formal complaint into this matter.
The complaint is about: the landlord’s response to the resident’s reports of drainage issues. the landlord’s response to the resident’s request for a permanent solution in respect of the drainage. the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s request to end his tenancy. The landlord’s handling of the return of the resident’s deposit. The landlord’s record keeping and complaint handling.
The complaint is about the landlord’s handling of the resident’s service charge account, which resulted in significant arrears. The complaint is also about the landlord’s complaints handling.
The complaint is about: The level of the resident’s service charge. The landlord’s handling of external repair and decoration work.
| 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 |