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: Decision to grant permission for the installation of storage cabinets in the communal area. Response to the resident’s concerns about items being removed from the communal area and disposed of. Complaint handling.
The complaint is about: The landlord’s handling of the sale of the resident’s shared ownership property; The resident’s claim that the landlord is liable for his loss of £11,000 through delays in the sales process; The landlord’s complaint handling.
REPORT COMPLAINT 202126632 Network Homes Limited 12 July 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 concerns about its management of the sinking fund and repairs at the property. The landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns regarding the windows in the communal area. Response to the resident’s reports of anti-social behaviour (ASB). Handling of the resident’s transfer request. The Ombudsman has also considered the landlord’s handling of the resident’s complaint as part of the assessment.
The complaint is about the landlord’s response to: The resident’s reports of a leak in the property and the subsequent reimbursement request. The resident’s reports of damp and mould following the leak. The related complaint.
The complaint is about: The landlord’s handling of the resident’s kitchen renewal and subsequent compensation offer. The landlord’s handling of the associated complaint.
The complaint relates to: The landlord’s management of the mutual exchange process. The landlord’s management of the major works transfer process. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of an ongoing leak caused by outstanding roof repairs. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about: the landlord’s response to the resident’s reports about garden maintenance and the associated service charge. the landlord’s response to the resident’s reports about communal cleaning and the associated service charge. the landlord’s response to the resident’s reports about the standard of maintenance of the communal areas. …
The complaint is about the landlord’s: Handling of repairs to a toilet at the property. Handling of the associated complaint. Record keeping.
The complaint is about the landlord’s: handling of repairs to the property’s boiler; complaints handling.
The complaint relates to the landlord’s handling of birds nesting and defecating on the resident’s balcony. This Service has also considered the associated complaint handling and offer of compensation.
The complaint is about the landlord’s repair of the resident’s heating system and an insulation upgrade which was due at the property. This Service has also considered the landlord's handling of the resident's complaint.
The complaint is about: The landlord’s handling of the resident’s mutual exchange application. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. Repairs to the plumbing in the property. The resident’s requests for new storage heaters. Window repairs. The associated complaint.
The complaint is about: The landlord’s response to the resident’s report of a faulty fridge-freezer. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: the resident’s concern that the age of his neighbours is a breach of their tenancy agreement; the resident’s associated complaint.
The complaint is about: The accuracy of the landlord’s advertisement for the property. The landlord’s response to the resident’s request to be rehoused. The landlord’s handling of the associated complaint.
REPORT COMPLAINT 202207360 Flagship Housing Group Limited 6 November 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 […]
The complaint is about the landlord’s: Response to the resident’s claim for a personal injury. Response to the resident’s request to replace bathroom fixtures to match. Communications regarding cyclical bathroom improvements. Response to the resident’s request to remove a disused fireplace, skirting boards and floor beading which contained asbestos. Response …
The complaint is about the landlord’s response to: the resident’s reports of water ingress from the balcony and within the property. the resident’s reports of antisocial behaviour (ASB), particularly noise transference. the resident’s complaint and request for compensation due to stress, inconvenience, and service failure. This investigation and report also …
The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance and anti-social behaviour (ASB) against her neighbour and the neighbour’s counter allegations made against her. The resident’s request for permanent rehousing. Complaint handling.
The complaint is about the landlord’s response to the resident’s: Concerns about communal cleaning, repairs, and garden maintenance. Associated complaint.
The resident’s complaint is about: The landlord’s handling of external maintenance and major works. The landlord’s response to the resident’s request for financial statements in relation to the works. The landlord’s complaint handling. The Ombudsman will consider the landlord’s record keeping.
The complaint is about: the landlord’s handling of the resident’s reports about noise nuisance, anti-social and threatening behaviour from their neighbour. this investigation has also considered the landlord’s record keeping in this complaint.
The complaint is about; The landlord’s handling of an emergency property transfer and the resident’s access to temporary accommodation due to a serious incident of gang-related violence. The landlord’s complaint handling approaches and the level of redress offered to the resident.
The complaint is about the landlord’s: Response to the Covid pandemic. Presence of staff onsite during the pandemic. Handling of the resident’s transfer application. Handling of the video taken of the resident. Handling of the complaint.
REPORT COMPLAINT 2022015799 Southern Housing Group Limited 30 June 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 […]
The complaint is about the landlord’s: response to the resident’s: Subject Access Request (SAR); concerns about her service charge; concerns about its communications with her GP; response to the resident’s reports about various repair issues in her kitchen, including the: units extractor fan; paint; window; complaints handling.
The complaint concerns the landlord’s handling of: The resident’s reports of damp and mould in her previous property. The resident’s reports about the felling of a tree and the subsequent damage caused to the property. The resident’s concerns about the electrics at the property. The resident’s reports of issues with …
The complaint is about: The landlord's handling of the resident's decant. The landlord's handling of the resident's request to access her belongings in storage.
The complaint concerns: The landlord’s handling of the resident’s report of damp and mould in her bathroom. Complaint Handling.
The complaint is about: A dispute over the responsibility for repairs to resolve water ingress at the resident’s property. How the landlord managed the resident’s associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour and harassment. The landlord’s handling of the resident’s concerns about the CCTV cameras attached to the block. The landlord’s complaints handling.
The complaint is about the landlord’s handling of: A mutual exchange. Repairs to the property and a pest infestation. The resident’s request for a management transfer to another property. The resident’s reports of anti-social behaviour. The resident’s complaint.
The complaint is about the landlord’s response to the resident’s: Report of damp and mould in the property on becoming the tenant. Concerns regarding an electrical inspection. Request for a copy of the tenancy agreement for the property. The Ombudsman has also considered the landlord’s complaint handling as part of …
REPORT COMPLAINT 202106834 Clarion Housing Association Limited 29 June 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 complaint is about the landlord’s handling of: The resident’s concerns about the fire remediation works, including how long the works took to complete. The resident’s request for an EWS1 form. The resident’s concerns about the level of service charges. The landlord’s complaints handling.
The complaint is about: The landlord’s handling of repairs to a fence. The landlord’s response to the resident’s concerns about staff. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: the resident’s report of a sewage leak into her home and her concern that it did not adequately investigate the cause. the resident’s report of items disposed of after the leak. the installation of extra radiators in the resident’s home. the resident’s …
The complaint is about the landlord’s handling of: Repairs to the resident’s kitchen. Repairs to the resident’s fencing. The associated complaint.
The complaint is about the landlord’s response to: Reports of damp and mould. Vibrations the resident reported. Handling of the complaint.
The complaint is about the landlord’s response to the: Reports of noise disturbance and anti-social behaviour (ASB) at the resident’s previous property. Request for assistance towards removal costs. Request for repairs to the front door at the current property. Reports of damp and mould in the current property. Related complaint.
The complaint is about the freeholder’s handling of: repairs to the patio doors. reported heating issues in the property.
REPORT COMPLAINT 202121759 Guinness Housing Association Limited 28 June 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 landlords: Handling of the residents reports of defects at his property. Handling of the residents reports of the lack of communal maintenance at his property. Communication and complaint handling.
The complaint is about the landlord’s handling of: Repairs, in particular: Replacement windows. A blocked toilet. A boiler repair. A fire alarm repair. A communal door repair. The resident’s request for replacement flooring after a leak. A boundary fence repair. Paintwork on the exterior of the building. The resident’s reports …
The complaint is about: The landlord’s handling of repairs to the roof of the building. The landlord’s response to the resident’s reports about the standard of workmanship provided by the landlord. The landlord’s complaint handling. The landlord’s handling of repairs to the roof of the building in 2009. The level …
The landlord’s response to the resident’s complaint about the consent that was granted for works affecting the communal area of her building.
| 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 |