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: T he landlord‘s response to the resident’s reports of anti-social behaviour (ASB). The landlord’s response to the resident’s request for compensation in relation to a leak in his bathroom in January 2018.
The resident complained about the landlord’s handling of: repairs to her roof. repairs to address damp and mould. repairs to address cracking. her associated complaint.
The resident, via his representative, complains about the landlord’s handling of: Matters relating to an asbestos incident in January 2018. A formal complaint made by the representative in June 2018. The Delegated Authority (DA) process. An offer of compensation in 2018 Compensation paid in 2020. Requests for information. The handling …
The complaint concerns the landlord’s response to the resident’s: reports of an electrical fault. complaint about the conduct of an employee. claim for compensation. request for gas heating. The associated handling of the complaint.
REPORT COMPLAINT 202100601 Clarion Housing Association Limited 7 December 2021 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 […]
REPORT COMPLAINT 202016709 Clarion Housing Association Limited 6 December 2021 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 complaint is about the landlord’s: Response to the resident’s reports of damage to the property’s front door. Delay in setting up the resident’s rent and service charge account. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s request for her laminate and vinyl flooring to be replaced. The resident’s report of no heating and hot water following a leak in her property. The reports of damp and mould in her property following the leak, and damage to …
The complaint concerns: The landlord’s response to reports of a chip in the bath. The landlord’s assertion that the resident is not permitted access to communal areas. The landlord’s failure to tell the resident of the sinking fund she would need to contribute to when the property was sold to …
The complaint refers to: The landlord’s handling of repairs needed to the resident’s fence following damage caused by a neighbour. The landlord’s handling of the resident’s associated complaint.
This complaint is about the landlord’s handling of: the resident’s reports of repairs needed at the property; the resident’s reports of mould growth to windows and kitchen pipework; the resident’s reports of rats entering his garden from a neighbour’s garden; the related complaint.
The complaint is about the landlord’s response to the resident’s report of a leak. The complaint is about the complaint handling.
The complaint is about: The level and reasonableness of the service charge. The landlord’s response to the resident’s enquiries about repairs to a dormer window at the building. The landlord’s response to the resident’s enquiries about repairs to a communal tap, pipe and guttering at the building. The landlord’s complaints …
The complaint is about the landlord’s: handling of the resident’s request for repairs to his bedroom radiator. associated complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour (ASB) from their neighbour. The type of tenancy the resident has. The landlord’s handling of a mutual exchange. The landlord’s complaint handling.
The resident complained about the landlord's handling of :
This complaint is about the landlord’s handling of: concerns raised by the resident about communal cleaning; repairs to the communal door; the resident’s reports of a faulty front door to his flat.
The leaseholder complains about: delays to a window repair from September 2019; delays to repairs to a door entry system; service charges for repairs to a door entry system, and; complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of electric sockets not working in the property. Response to the resident’s reports of a problem with one of the windows in the property. Complaint handling.
The complaint is regarding: The landlord’s handling of repairs to the resident’s pathway and manhole covers on his property. The landlord’s handling of repairs to the resident’s guttering. The landlord’s complaint handling.
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 request that the landlord repair a communal fence. The landlord’s handling of the resident’s report of mould, including in relation to the installation of an extractor fan. The …
The complaint is about: The landlord’s response to the resident’s reports of damp and mould in the property. The landlord’s response to the resident’s request to be permanently decanted to a three-bedroomed property. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s request for a new front door. Response to the resident’s request to replace the gas fire. Complaint handling.
The complaint is about the landlord’s response to the resident’s: concerns about the designation of her property as a three-bedroom rather than a two-bedroom house. request for a rent refund in view of this. concern that she had raised this issue with the landlord in 2017 but it had not …
The complaint is regarding: An increase in the resident’s service charges. The landlord’s administration of the resident’s service charge account. The landlord’s handling of the resident’s requests for information regarding his service charges. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: concerns about the removal of a walkway gate; associated formal complaint.
The complaint is about the landlord’s: response to the resident’s request for reimbursement of the cost of replacing a lock to his front door. response to repairs required to a communal fire door. handling of the associated complaint.
The resident has complained that: The landlord took too long to complete repairs to the roof. The landlord had not addressed all the outstanding repairs or complaint issues by the time of the final response. The landlord provided poor customer service during the repairs and complaint procedure. The cost of …
The complaint is about the landlord’s:
The complaint is about: The landlord’s response to reports of repairs at the property. The landlord’s response to reports of the build-up of litter around the building and car park. The landlord’s refusal to compensate the resident for the increase in her utility bills. The associated formal complaints into these …
The complaint is about the landlord’s:
The complaint is about the landlord’s response to reports of: broken paving slabs; defective street lighting; and complaint handling.
The complaint refers to: The landlord’s administration of the resident’s rent account. The resident’s concerns in relation to a repair needed to her stairs.
The complaint is about the landlord’s:
The complaint is about the landlord’s:
| 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 |