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 reports of drainage issues at the property, including the length of time taken to resolve these. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to and handling of a leak into the resident’s property. Handling of the resident’s request for a property transfer. Response to the resident’s reports of damaged and stolen items. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to: the resident’s report of a bedbug infestation; repair requests made by the resident. The Ombudsman has also considered the landlord’s complaint handling as part of this assessment.
The complaint is about the landlord’s: response to reports of sink back surges into his property; handling of the associated repairs; handling of the resident’s concerns about his property being left unsecured, and; handling of the overall complaint.
The complaint is about the landlord's: Handling of adaptation works carried out to the resident’s bathroom. Response to the resident’s concerns about the toilet flush and size of the wash basin. Response to the resident’s reports of poor staff conduct. Complaint handling.
The complaint relates to the landlord’s handling of a request for disclosure of CCTV footage. This Service has also considered any associated complaint handling.
The complaint is about: The landlord’s handling of the resident’s concerns about structural issues and cracking within her home. The landlord’s handling of an external door replacement. The landlord’s handling of damp. The request for rehousing. The landlord’s handling of the complaint.
The complaint is about the landlord’s: Response to the resident’s reports of a leaking tap in September 2020. Handling of the subsequent repairs to the bathroom. Complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of anti-social behaviour (ASB). Concerns regarding the upkeep of the estate. Concerns about parking. Report of water pooling in the carpark. The Ombudsman has also considered the landlord’s complaint handling as part of the investigation.
The complaint is about the landlord’s: handling of the kitchen replacement works following a leak into the property; complaints handling.
The complaint is about the landlord’s handling of repairs for: leaks that caused damp, mould, and damage. gaps in electrical trunking. The Ombudsman has also investigated the landlord’s complaint handling.
This complaint is about: The electricity meter reading taken by the landlord at the beginning of the tenancy. The subsequent complaint handling.
The complaint is about: The landlord’s handling of the resident’s request for a EWS1 (Exterior Wall Safety form) to enable him to ‘staircase’ to 100% ownership. The associated complaint.
The complaint is about the landlord’s response to the resident’s reports about: damp and mould. the handling of the decant. complaint handling.
The complaint concerns: The landlord’s response to the resident’s anti-social behaviour reports including concerns about the neighbours’ parking. The related complaint.
The resident complains about the landlord’s:
The complaint is about: The landlord’s response to the resident's reports of mould in the property ; The landlord’s response to the resident’s concerns about asbestos; The landlord’s response to the resident's request for a managed move; How the landlord dealt with outstanding work to box in pipes; The landlord’s …
The complaint is about:
The complaint is about the landlord’s: Response to the resident’s concerns about ad-hoc visits and the conduct of a member of its staff. Response to the resident’s concerns about their garden. Complaint handling.
The complaint is about the landlord’s: handling of the antisocial behaviour (ASB) case involving the resident and her neighbour; response to the resident’s request for a different housing officer; response to the resident’s reports of discrimination due to her age; complaint handling.
The complaint is about: the landlord’s response to the resident’s request that his tenancy be assigned to his son; the landlord’s handling of the associated complaint.
The complaint is about the landlord’s: response to a leak from the water tank in the loft of the property, and; complaint handling.
The complaint is about: The landlord’s response to the resident’s reports about disruption, including cold and noise caused by building works in the property below. The landlord not providing prior notification of the extent of building works it had permitted, and of the disruption the work would cause. The landlord’s …
The complaint is about: The landlord’s response to reports of a moth infestation in the property, and its subsequent compensation offer. The landlord’s complaint handling.
The complaint concerns: How the landlord handled the replacement of the boiler in the resident’s property. The associated formal complaint into this matter.
This complaint is about the landlord’s: Response to the resident’s ongoing damp and mould concerns; Response to the resident’s various disrepair concerns; Complaint handling; Record keeping.
The complaint is about: The level of compensation offered by the landlord for its handling of boiler repairs. The landlord’s handling of the associated complaint.
This complaint is about: The landlord’s handling of the resident’s reports of outstanding repairs at her home, including internal door replacements throughout the property and skirting board replacement in the hall and kitchen. The landlord’s handling of the resident’s radiator replacement request. The landlord’s response to the resident’s reports of …
The complaint is about the landlord’s response to the resident’s reports about: Asbestos at the property. Lighting at the property. Fire safety. Delays in completing repair works following leaks at the property. The landlord’s complaints handling has also been investigated.
The complaint is about the landlord’s: Response to the resident’s reports of damaged fences. Handling of the associated complaint.
The complaint is about the landlord’s response to: Reports of overgrown trees in the neighbour’s garden. Request to repair damage to the resident’s shed and decking.
The complaint is about the landlord’s handling of the resident’s reports of a: Leak in the property. Mice infestation in the property.
The complaint is about the landlord’s: handling of the resident’s reports of anti-social behaviour (ASB); response to the resident’s complaint.
The complaint is about: The suitability of the property allocated by the landlord. The landlord’s handling of the resident’s concerns of anti-social behaviour. The landlord’s decision to charge the resident a full month’s rent while offering no reimbursement for her decorating costs. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports about: a text sent about a repair. the removal of a washing line. anti-social behaviour (ASB). complaint handling.
This complaint is about the landlord’s: response to the resident’s: request for alternative accommodation; reports of anti-social behaviour (ASB); reports of cockroaches; concerns about balcony issues and parking; reports of various repair and maintenance issues; Complaint handling.
The complaint is about the landlord’s: Handling of the sale of the resident’s interest in her shared ownership property. Response to the resident’s request that it buy back her share of the property. Complaints handling.
The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance from his and a neighbour’s light switches. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s concerns regarding its grounds maintenance with regards to weeds. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s management of the resident’s rent account and her dissatisfaction with the credit reimbursed by the landlord. The landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: The resident’s concerns about cyclical works to steps at the rear of her property and installation of new stones. The resident’s concerns about the conduct of operatives and staff. The associated complaint.
The complaint is about the landlord’s: Handling of the resident’s concerns regarding the CCTV at the property prior to 2021. Response to the resident’s concerns that the CCTV at the property had not been upgraded as agreed in 2021. Handling of the resident’s complaint and its record keeping.
The complaint is about:
REPORT COMPLAINT 202200713 Great Places Housing Association 2 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: providing incorrect information to the resident to arrange a gas safety check; declining to disclose full names of staff members. The complaint is also about the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of a leak to the communal area of their block. Handling of required actions identified during a Fire Risk Assessment (FRA). Adherence to Section 20 consultation requirements. Complaint handling and communication. Record keeping.
REPORT COMPLAINT 202205550 Bournemouth Churches Housing Association Ltd 1 March 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The complaint is regarding the landlord’s: Response to the resident’s concerns about the suitability of his property. Response to the resident’s reports of anti-social behaviour (ASB). Handling of the resident’s mutual exchange application. Response to the resident’s repair reports, including with regard to the heating and damp and mould. This …
The complaint is about: The landlord’s decision not to remove charges for repair works for leaks from the resident’s service charges. The landlord’s administration of the service charge account. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s: Requests for sound insulation to be installed in the property. Reports of repairs to the property. The Ombudsman had also considered the landlord’s handling of the related 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 |