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: Response to the resident’s claim that the property did not meet her disability needs when let to her. Handling of the resident’s request for adaptation works and repairs . Complaints handling.
This complaint is about: The condition of the property and the standard of checks undertaken by the landlord at the time of the resident’s mutual exchange. The landlord’s response to the resident’s repair requests, including the electrics, window restrictors, a leak in the kitchen, and a broken back door lock. …
The complaint is about the landlord’s handling of: Damp and mould in the property. Reports of antisocial behaviour. The associated complaint.
The complaint is about the landlord’s handling of: Responsibility for the maintenance of a drain. Moving of a boundary fence. The associated complaint.
The complaint is about the landlord’s: Handling of the resident’s request to transfer. Complaints handling.
The complaint is about the landlord’s handling of: reports of increased energy bills and insufficient hot water availability, since the landlord completed an electrical rewire and modernisation works at the resident’s property. the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in her property. Request for additional rehousing priority due to overcrowding and for medical reasons.
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of the resident’s reports of repairs required to the roof and bathroom.
The resident’s complaint was about: The landlord’s response to the resident’s request for a “EWS1” and her concerns about fire safety. The landlord’s level of communication. The landlord’s response to the resident’s request to buy back the property. The Ombudsman has investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of reports that the resident had been injured due to the condition of the kitchen worktop; Handling of the resident’s request to have his carpet cleaned or replaced after paint or sealant was spilt on it; Handling of the replacement of the kitchen …
The complaint is about the landlord’s: Role in the decision to serve the resident with a Community Protection Warning Notice. Response to the resident’s concerns about her neighbour’s closed-circuit television (CCTV). Response to the resident’s request to be reimbursed for altering her CCTV. Decision not to investigate the resident’s complaint.
The complaint is about the landlord’s response to the resident’s concerns and requests for information regarding fire safety in the building in which he owns a property. The Ombudsman has also considered the landlord’s complaint handling and record keeping as part of the assessment.
The complaint is about the landlord’s handling of: Noise from a water pump. The associated complaint.
This complaint is about the landlord’s handling of: reports of subsidence at the leaseholder’s property, and; the associated complaint handling.
The complaint is about the landlord's handling of: Reported fragments and dust particles in the property . Repairs to the extractor fan. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Concerns about the condition of the property when she moved in and the landlord’s response to reported repairs. damaged cooker. associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of noise disturbance. The subsequent complaint.
The complaint is about the landlord’s response to the resident’s concerns regarding: The condition of the property when it was let to her. The offer of a temporary decant while works were being carried out. The personal items that were damaged while the work was taking place. The related complaint.
The complaint is about: The level of compensation offered by the landlord following the resident’s reports of damp in his bathroom and ongoing leak issues. The landlord’s handling of the related complaint. The resident’s concerns about the level of service charges for major works and the quality of this work. …
The complaint is about the landlord’s response to the resident’s reports about: Issues with his boiler and flooding Service charges The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s: Handling of repairs to the communal front entrance door lock. Complaint handling.
The complaint is about: the landlord’s handling of the resident as a perpetrator of antisocial behaviour (ASB); an alleged data breach, and; the landlord’s complaint handling.
The complaint is about: the landlord’s decision to dispose of the resident’s personal belongings; the level of compensation offered by the landlord’s insurers.
The complaint concerns how the landlord responded to the resident’s reports of: Leaks into the wet room of his property. Damp and mould in the property’s wet room and hallway.
The complaint is about the landlord’s response to the resident's reports of: Damp and mould in the property. A rodent infestation in the communal areas. Repeated boiler repairs. This report will also look at the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s requests for a renewal of her kitchen. This investigation has also considered the landlord’s handling of the associated complaint.
REPORT COMPLAINT 202122162 West Kent Housing Association 23 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 handling of: The resident’s report of antisocial behaviour (ASB). The allocation of Flat 278. The resident’s associated complaint.
The landlord’s response to reports of damp and mould within the resident’s property. The landlord’s response to the resident’s request to be rehoused on medical grounds. The Ombudsman has also looked at the handling of the associated complaint.
The resident has complained about: the landlord’s handling of her request for repairs to: a leak from bathroom, in particular from her toilet and shower into the living room. windows in her property. remedy garden drainage issues causing rainwater to enter the property and the shed. her toilet. The landlord’s …
This complaint is about: The resident’s transfer request and the Council’s assessment of the resident’s housing need and banding. The resident’s request for a designated disabled parking bay. The landlord’s response to the resident’s reports of ASB and noise disturbance by his neighbours. The landlord’s handling of allegations of ASB …
This complaint is about the landlord’s: Response to the resident’s concerns about issues predating his tenancy. Handling of various repairs between mid-February and late November 2021. Handling of related decants. Complaint handling.
The complaint is about: The landlord’s response to the resident’s concerns about its handling of a roof renewal and the conduct of its operatives. Complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about communal landscaping. In particular: The size of the designated “dog area”. Fencing which is restricting access to some areas. The use of “shingle” when replacing an area of grass. This Service has also considered the landlord’s associated complaint …
The complaint is about the landlord’s: Handling of the resident’s subject access request and freedom of information request. Response to the resident’s concerns about the solar panels at his property. Response to the resident’s reports of his storage heaters not heating his home. Response to the resident’s request for the …
The complaint is about the landlord’s handling of the resident’s reports of a neighbour dispute regarding her right of access. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to: The resident’s request for replacement windows and front door with a letterbox. The resident’s request for fencing repairs. The resident’s request for the landlord to install bollards to the rear of the property. Complaint handling.
This complaint is about the landlord's handling of: the resident's queries about communal electricity charges, and; the associated complaint.
The complaint is about the landlord’s: Actions in providing a replacement key fob and the associated offer of compensation. Decision not to refund the resident’s council tax. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance and a tenancy breach by his neighbour. The resident’s reports of antisocial behaviour (ASB), the conduct of a staff member and disability discrimination. The installation of grab rails at the property. The resident’s concerns regarding access …
The complaint is about the landlord’s: Response to the resident’s concerns about information it shared with a third party. Response to the resident’s request for reasonable adjustments. Complaints handling.
The complaint is about the landlord’s: handling of the replacement of the fence adjacent to a neighbouring property, and; complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of noise disturbance from the ball cage. The landlord’s handling of the resident's reports of noise from a neighbour. The landlord’s handling of the resident’s reports of anti-social behaviour from a neighbour. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damage caused by its contractors. The associated complaint.
The complaint is about:
The complaint is about: The landlord’s response to the resident’s concerns about the condition of the property at the start of the tenancy. The landlord’s decision to charge the resident rent for the property. The landlord’s response to the resident’s request for support with his move. The landlord’s handling of …
This complaint is about: The landlord’s handling of the resident’s reports of a leak from the water tank; The landlord’s handling of the resident’s reports of contamination in the water tank; The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to: The resident’s report of damp and mould. The resident's request for compensation for her personal belongings that were affected by the damp and mould.
The complaint is about the landlord’s response to: The resident’s reports of anti-social behaviour (ASB). Counter allegation of noise nuisance made about the resident. Staff behaviour.
The complaint is about the landlord's handling of the resident’s request for: call backs under the single point of contact arrangement (SPOC); and the removal of its SPOC.
| 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 |