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 the resident’s requests for repairs to the boiler, drainage, and plumbing system ; and the landlord’s handling of the resident’s request to be rehoused. 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 of damp and mould Response to the resident’s reports of repairs. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s response to: The resident’s concerns about the layout of the neighbouring property. The resident’s request for sound proofing. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s decision to close its community housing scheme. The landlord’s response to the applicant’s complaint about its decision.
The complaint is about: The landlord’s decision to replace the warm air unit (WAU) in the resident’s property; The landlord’s handling of the installation of a new central heating system; The landlord’s handling of asbestos found in the property; Injury to the resident’s health caused by the installation of unsuitable …
This complaint is about the landlord’s: Handling of the resident’s concerns about communal cleaning services. Administration of the resident’s service charge account. Response to the resident’s reports of discrimination and fraudulent activities. Complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports about a warning letter it sent her. Reports about how it handled her data.
This complaint is regarding the landlord’s handling of: reports of others parking in the resident’s designated disabled parking bay, and; the related complaint handling.
The complaint concerns: How the landlord responded to the resident’s reports of a burst pipe in the building’s pump room. The associated formal complaint into the issue.
The complaint is about the landlord’s: Handling of repairs to the resident’s balcony door. Complaint handling.
The complaint is about: The landlord’s response to the resident’s request for reimbursement of her expenses when experiencing a backflow of waste in June 2020. The landlord’s handling of external repairs to a hole outside the property. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s pruning of trees in communal areas during the summer. The landlord’s complaint handling.
This complaint is about the landlord’s response to reports of defects in the doors and windows of a new build house. The Ombudsman has also decided to consider the landlord’s complaint handling as part of this complaint. Although this was not addressed directly in the landlord’s internal complaint procedure, paragraph …
The complaint is about the landlord’s: Response to the resident’s dissatisfaction with the major works (external paintwork). Decision to offset the credit on the resident’s service charge account against outstanding major works charges without informing the resident. Handling of the roof replacement. Complaint handling.
The complaint concerns: How the landlord handled the resident’s reports of draughts in the property. The associated formal complaint into this matter.
The complaint is about the landlord’s handling of the resident’s: Request to have her tenancy changed so she could be rehoused via a mutual exchange or house swap. Reports of anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of reports of antisocial behaviour (ASB). The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s reports about antisocial behaviour (ASB) by her neighbour. The landlord’s complaints handling has also been investigated.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour and the offer of a property advertised in error. The associated complaint.
The complaint is about the landlord’s handling of repairs to the heating system. The Ombudsman has also considered the landlord’s complaint handling and communication with the resident.
The complaint is about: Liability for damages and loss caused during a fire at the resident’s home; Liability for damages and loss caused by a contractor following the fire; The landlord’s investigations and actions following the fire; The landlord’s management of a temporary decant for the resident; The landlord’s communication …
The complaint is about: The landlord’s handling of the resident’s reports of noise transference from the property above. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s request for new rear-patio doors. The associated complaint.
This complaint is about: The landlord’s handling of the service charge account which resulted in an overcharge. The landlord’s handling of the associated formal complaint.
The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB); request to be rehoused; associated complaint.
The complaint concerns: The standard of garden maintenance on the resident’s estate The condition of the estate’s signage. The associated formal complaint into these issues.
The complaint is about: The landlord's response to a property leak and subsequent remedial repairs. The landlord's handling of the associated complaint.
The complaint is about the landlord’s: Response to the resident’s request that it remove tree stumps from his garden. Handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports that its operatives were not wearing personal protective equipment (PPE) when completing an inspection. Reports about the conduct of its operatives. Concerns about fibreglass in the property and the impact on his health. Concerns that the conduct of the …
The complaint is about the landlord’s handling of: Repairs to the resident’s property following a leak/flood. The resident’s claim for compensation for damaged belongings. The resident’s complaint.
The complaint is about: The landlord's response to the resident’s reports of water ingress and the repairs it carried out to remedy this. The landlord's handling of internal repairs to the property required to rectify damage caused by the water ingress. The landlord’s handling of the resident’s complaint.
REPORT COMPLAINT 202204958 Abri Group Limited 31 May 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: Request for reimbursement for damage caused to her car window screen by roof tiles that fell during a storm. Request for repairs to the roof following the storm. Associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). A data breach. The resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s reports of leaks. The associated damp and mould in their home. Reports of blockages to the kitchen and bathroom sinks. Complaint.
The complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB) directed against her. Response to the resident’s reports of damp and mould at the property. Response to the resident’s reports of a spider infestation at the property. Response to the resident’s request for reimbursement of …
The complaint is about: the landlord’s administration of the service charge account and its response to the resident’s enquiries. the landlord’s response to the resident’s concerns about fire safety and the EWS1 form. the landlord’s response to the resident’s reports of outstanding defects in the property. the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s request to be rehoused on medical grounds. The landlord’s complaint handling.
The complaint is about the landlord’s response to: The resident’s reports of ASB from a neighbour. The resident’s queries regarding the allowance for the communal electricity supply. The resident’s injury and the associated insurance claim. The resident’s formal complaint.
The complaint is about the landlord’s response to the resident’s: Rehousing request; Reports of repairs required at the property; Request to be decanted while the repairs were carried out.
The complaint is about the landlord’s handling of: The resident's reports of a pest infestation in her property. Reports of ASB by the resident. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s report of damaged cladding. The associated complaint.
The complaint is about the landlord’s: response to the resident’s reports of damp and mould in her property. response to the presence of asbestos in the property. response to the resident’s request to be moved to another property. Complaint handling.
The complaint is about: the landlord’s handling of a request to level and floor part of their property; and the associated complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB). Request to be rehoused.
The complaint is about the landlord’s response to the resident’s reports about: outstanding repairs required to her taps; damp and mould in the bathroom. The report will also consider the landlord’s complaints handling.
The complaint is regarding: the landlord’s handling of the resident’s request for a walk-in shower to be installed in the property’s bathroom. The installation of the walk-in shower.
The complaint is about: The landlord’s handling of the resident’s reports of noise disturbance from the property above. The landlord’s complaint handling.
The complaint concerns: The landlord’s handling of data sent to it by the resident which was shared without the resident’s consent. The landlord’s handling to the resident’s reporting of the neighbour’s dog barking. This report has also considered the landlord’s record keeping and complaints handling.
The complaint is about the landlord’s response to: The resident’s reports of anti-social behaviour (ASB). The resident’s request to be re-housed. The resident has also complained that her neighbour was re-housed despite being a perpetrator of ASB. The Ombudsman has also considered the landlord’s: Complaint handling and; Record keeping.
| 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 |