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 enquiries about: The increase in level, apportionment and reasonableness of service charges. Estimated service charges for the year 2021 to 2022. The landlord’s handling of the complaint.
The complaint is about the landlord’s: Response to the report that the gas supply had been capped since the resident moved in. Communication in relation to the consent given for the resident’s dog to live in the property. Administration of the rent and service charge account. Response to the repairs …
The complaint is about the: The reasonableness of the service charge for the 2018/19 financial year. Information provided about the service charge, specifically the administration of the resident’s service charges and the timeliness of the information provided by the landlord.
The complaint is about the landlord’s handling of: The resident’s reports of drainage issues in her shower and her request for it to install a wet room. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of poor staff conduct. Medical evidence to support the resident’s re-housing application.
The complaint is about the landlord’s response to the resident’s enquiries about: The level and liability of service charges. Service charge accounts for the year 2019 to 2020. Complaint handling.
The complaint is about the landlord’s handling of: Water leaking into the resident’s property. The associated complaint.
The complaint is about: The repairs service provided by the landlord following a burst pipe in the property. The suitability of the temporary accommodation offered by the landlord. The landlord’s response to the resident’s request for reimbursement for damage to her personal belongings as a result of the burst pipe. …
The complaint is about the landlord’s handling of: Decoration to the resident’s bathroom and dining room and a banister repair. The resident’s associated complaint.
The complaint is about the landlord’s response to the resident’s reports of damp and mould in his property. The Ombudsman has also considered the landlord’s complaint handling in relation to this case.
The complaint is about the landlord’s handling of: - The resident's decant from her property following the collapse of upstairs flooring. The landlord's handling of repairs to the floor. The resident's request that she be reimbursed her expenses during the decant period. The resident’s complaint.
The complaint is about: The length of time it took the landlord to provide the management pack required for the sale of a property and the resident’s request to be compensated for this. The landlord’s handling of the associated formal complaint has also been considered.
The complaint is about the landlord’s response to the resident’s request for the neighbour to store their rubbish bins within their own property boundary and not within the external communal areas. The landlord’s complaint handling has also been investigated.
The complaint is about: The landlord’s handling of reports that the resident behaved unacceptably towards its staff. The landlord’s handling of the installation of a gas meter. The landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s request to extend her property. The landlord’s decision to refuse consent for the extension.
The complaint is about the landlord’s: response to the resident’s reports about a hot water tank leak and damage to his carpet; complaints handling and record keeping.
REPORT COMPLAINT 202112236 Paragon Asra Housing Limited 6 April 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 reports of a pigeon pest control issue. The associated complaint.
The complaint is about the landlord’s handling of the resident’s request that it: Redecorate his bathroom following water leaks. Compensate him for costs he incurred as a result of these leaks.
The complaint is about: a proposed 5G installation on a landlord owned building near to the resident’s property, and; the landlord’s response to the resident’s complaint about this.
The complaint is about: The landlord’s handling of the resident’s rent account. The landlord’s response to the resident’s concerns about the disconnection of a satellite dish. The handling of the resident’s complaints and the timeliness of responses.
The resident has complained about the landlord’s handling of: An application to split the household. The subsequent formal complaint.
The complaint is about the landlord’s: Handling of the resident’s request not to return to her property following a decant and later request for a transferred to a different property ; Handling of the resident’s concerns about the condition of her property and the associated repair works, including the removal …
The complaint is about the landlord’s response to the resident’s concerns about: his application to purchase a property through the right to buy scheme; disrepair at his property, including a pest infestation, damage to the walls, and damp and mould; the landlord’s handling of his decant into temporary accommodation; his …
The resident complained about: How the landlord handled concerns he raised about repairs to:
The resident’s complaint is about: The landlords handling of the resident’s dissatisfaction with the standard of communal cleaning. The landlords handling of the resident’s dissatisfaction with the grounds maintenance contract. The landlord's handling of the resident’s complaint and level of redress offered. The level of increase in service charges.
The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour (ASB) reported up to 19 March 2021; handling of the resident’s reports of ASB reported after 19 March 2021; response to the resident’s concerns that the landlord’s staff racially discriminating against her; complaint handling. The reports …
The complaint is about the landlord’s: Decision making around a store cupboard in a communal area. Level of communication. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns about damaged internal doors; Response to the resident’s reports of defective windows; Handling of hallway decorating works; Response to issues raised at the start of the tenancy; Complaint handling.
The complaint is about: The level of compensation offered by the landlord in relation to the toilet repairs. The landlord’s handling of multiple repairs (including windows, front and rear doors, subsidence concerns and external cracks in the property). The landlord’s communication and handling of asbestos concerns. The landlord’s communication about …
The complaint is about the landlord’s: decision making around a storage cupboard n a communal area. level of communication. complaint handling.
This complaint is about: The leaseholder’s assertion the landlord breached its legal obligations around handling service charge funds. The landlord’s: Section 20 notices; Handling of a balcony design fault; Preparation for compliance with upcoming safety legislation; Response to a heat network consultation; Complaint handling.
The complaint is about: The landlord’s handling of a leak from the resident’s boiler and the associated damage. The landlord’s handling of reports that the resident’s kitchen floor was sinking. The landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s rent account. The landlord’s use of a third party rent payment system. The landlord’s handling of the resident’s complaint.
The complaint is about: the landlord’s handling of a skirting repair and associated offer of compensation; the resident’s concerns that the skirting repair had been outstanding for five years; the resident’s view that the landlord discriminated against him; and the landlord’s handing of the complaint.
The complaint is about: The landlord’s handling of the resident’s noise reports. The landlord’s complaint handling.
The complaint concerns: How the landlord handled an electric repair in the communal area of the building. The associated formal complaint into this matter.
The complaint is about the landlord’s response to: The resident’s report of noise from her upstairs neighbour. Reports about outstanding repairs following several leaks. Complaint handling.
The complaint is about the landlord’s: record keeping and communication regarding tree works in the communal area; handling of concerns about the resident’s behaviour and its subsequent apology, and; complaint handling.
The complaint is about the landlord’s: Handling of the resident’s bathroom replacement. Record keeping.
The complaint is about: The time taken for the landlord to amend the resident’s service charge. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Requests for repairs to her kitchen cabinet lights. Complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s kitchen. The resident’s request for a replacement kitchen. The resident’s complaints.
REPORT COMPLAINT 202006631 Whitefriars Housing Group Limited 30 March 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: Disabled adaptions to the resident’s property. The resident’s reports of anti-social behaviour(ASB).
The complaint is about: The landlord’s response to the resident’s request for the wording in a fire risk assessment to be changed. The landlord’s response to the resident’s concerns about a data breach. The landlord’s complaint handling.
The complaint is about: The landlord’s response to the loss of heating in the property. The landlord’s response to the resident’s reports of noise from the heating pipework. The landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of a humming or buzzing noise at the property. the associated complaint handling.
The complaint is about the landlord’s handling of: Reports of a rat infestation in the property. The associated complaint.
The complaint is the landlord’s handling of: The resident’s reports of noise nuisance within the property. The associated 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 |