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: lift breakdowns. the smell and the overflow of the communal bins. the communal front door repairs. the condition of the communal carpets. handling of the resident’s request to be on its housing priority list. communication in relation to …
The complaint is about the landlord’s: Response to the resident’s: Request for adaptations in the garden. Reports of repair issues following a flood. Complaints handling.
The complaint concerns the landlord’s handling of: The resident’s reports of damp and mould. Damage caused to the resident’s possessions. The resident’s reports of items having been removed from the property without her consent. The resident’s request to be moved via a management transfer. The resident’s complaint.
The complaint is about the landlord’s: Communication regarding an event held in a neighbour’s flat. Handling of the resident’s query about the neighbour’s flooring.
The complaint is about the landlord’s handling of: reports about damage caused by the landlord’s installation of cabling. reports of leaks causing damage to internal walls and damp and mould in the property. reports about missing roof insulation above the property. the associated complaint.
The complaint is about the landlord’s response to the resident’s reports of: Repairs in the property including damp and mould. Poor communication about repairs and appointments. A pest infestation in the property. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
This complaint is about the landlord’s: Response to the resident’s report of repair to her bathroom, including concerns about missed appointments and its communication with her. Response to the resident’s reports of sound transference from the flat above and concerns about the safety of the property due to a related …
The complaint is about the landlord’s handling of: The resident’s reports of repairs reported within the property. The resident’s reports of a fault with her hot water temperature. The associated complaint.
REPORT COMPLAINT 202209312 Notting Hill Genesis (NHG) 28 October 2024 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: Response to the resident’s concerns following an electrical fire in a communal area of the building. Handling of concerns raised by the resident about fire safety. Handling of the resident’s request for it to ‘buy back’ the property. Handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of repair and access issues with a communal bike shed, including communication. Associated formal complaint.
The complaint is about: The landlord’s handling of reports of damp in the resident’s property. The landlord’s handling of reports of the communal hallway being in poor condition. The landlord’s failures contributing to the death of the resident. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of various repairs. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns around: Managing agent fees and charges for heating and hot water. Lift breakdowns. Antisocial behaviour (ASB). The standard of communal cleaning. Fire safety. A charge for communal window cleaning. This report has also assessed the landlord’s: Complaint handling. Record …
The complaint is about the landlord’s handling of: Outstanding repairs to the kitchen ceiling and bathroom sink, the relocation of the resident’s oven following advice from an occupational therapist, and the replacement of the kitchen tap. The replacement of the balcony decking. Reports of the resident’s flat being excessively cold …
The complaint is about the landlord’s handling of remedial repairs following a mutual exchange. This Service has also considered the landlord’s handling of the associated complaint.
This complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Reports of pests. Concerns about the property’s water tank. Concerns about the property’s windows. Vulnerabilities, health, and welfare concerns. The Ombudsman also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Requests for information about a housing application. Reports of required repairs in the property’s kitchen.
The complaint is about the landlord’s handling of: The resident’s request for no contact from the Housing Officer. The automated messages sent to the resident regarding arrears. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB). request to be reimbursed for a shower screen. request that the landlord paint her bathroom. This service has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise nuisance from her neighbour. The landlord’s handling of the resident’s reports of noise transference and associated repairs to the building. The landlord’s handling of the resident’s reports of her neighbour subletting their property.
The complaint is about the landlord’s response to: The resident’s concerns about the level of increase in service charges. The resident’s request for information about a service charge increase. The resident’s request for a management pack. The resident’s complaint.
The complaint is about the landlord’s: Response to the resident's queries regarding the reasonableness of service charges paid. Response to the resident’s concerns about internal fire compartmentation in the building. Handling of the resident’s concerns about the delays to cladding remediation works. This investigation also considers the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Administration of service charges and rent account. Reports of disrepair and provision of cyclical works. The complaint.
The complaint is about the landlord’s handling of the resident’s: Reports about the security of her bedroom windows and door. Formal complaint.
The complaint is about the landlord’s response to: A request for revised service charges. Reports of subsidence of the boundary wall. Reports of mould in the property. The associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of issues with the heating at the property. Handling of the resident’s transfer applications (in 2019/2020 and in 2022). Handling of the resident’s reports of ASB. Knowledge and information management. Complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of outstanding repairs in the property and squirrels in the loft. Requests for a boiler repair. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about: The landlord’s handling of repairs to the resident’s property. The landlord’s response to the resident’s reports of damp and mould in the property. The landlord’s complaint handling.
This complaint is about the landlord’s handling of: The resident’s rehousing request. The resident’s reports of noise disturbance and related nuisance from neighbours. The resident’s rent arrears.
The complaint is about the landlord’s handling of damp and mould at the property. The Ombudsman has also considered the complaint handling in this case.
The complaint is about: The landlord’s handling of the resident’s concerns around changes to the parking system. The landlord’s complaint handling.
The complaint is about;The landlord’s handling of the resident’s request to be rehoused.The landlord’s response to the resident’s request for compensation for personal damage to belongings following a roof leak.The landlord’s response to the resident’s request for compensation for personal damage to belongings caused by a moth infestation.The landlord’s handling …
REPORT COMPLAINT 202216977 Notting Hill Genesis (NHG) 26 February 2024 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 landlord’s handling of: Reports of antisocial behaviour (ASB). Reports of poor staff conduct. The complaint.
The complaint is about the landlord’s handling of: the resident’s concerns regarding building works to neighbouring property which had an effect on their household. the associated formal complaint.
The complaint is about the landlord’s response to the resident’s: Reports of a pest infestation within the property. Request to be rehoused. Reports that the landlord’s communication was poor. Request for a compensation payment of £96,814.99 Subject Access Request. Disputed tenancy start date in 2014 and the signing of 2 …
The complaint is about the landlord’s handling of the resident’s: Reports of leaks from the property above, and the associated repairs. Reports of a rat infestation. Concerns the water tank was contaminated. Query about the size of a bedroom.
| 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 |