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 concerns about the service provided by his Homeownership Officer (HO). The landlord’s handling of the resident’s queries about his service charge. The landlord’s response to the resident’s concerns about the handling of his personal information. The landlord’s complaints handling.
This complaint is about: The resident’s request to be rehoused; The landlord’s response to the resident’s reports of leaks, damp and mould at the property; The landlord’s complaint handling; The landlord’s record keeping.
The complaint is about the landlord’s: response to the resident’s reports of a loss of heating and hot water, and related missed appointments. complaints handling and record-keeping.
REPORT COMPLAINT 202202296 Southwark Council 1 November 2022 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: response to the resident’s reports of repairs to the electrics and its impact on the resident’s ability to work; complaints handling.
The complaint is about the landlord’s handling of: The resident’s housing application. A pest infestation in the resident’s property. The resident’s reports of unacceptable staff conduct demonstrated by the Housing Officer.
The resident’s complaint is about the landlord’s handling of issues of water ingress to the property. The landlord’s complaint handling has also been considered.
This complaint is about the landlord’s handling of: the residents’ reports of an electrical fault in the property; the residents’ reports of mould growth in the bathroom; its decision to place the residents on a register for potentially aggressive customers; the residents’ concerns about estate service charges.
This complaint is about the landlord’s handling of: the resident’s reports of damaged flooring in her bathroom and hallway; the resident’s reports of a loss of heating; the resident’s concerns about scaffolding being left up in her garden; the resident’s anti-social behaviour reports; the related complaints.
The complaint is about the landlord’s handling of: The resident’s report of a leak. The subsequent complaint.
This complaint is about: The landlord’s handling of the resident’s reports of two roof leaks at the building; The landlord’s response to the resident’s concerns about leaking asbestos; The landlord’s refusal to provide a proportionate refund of service charges for the period the resident was decanted; The landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s request for a transfer under medical grounds. The landlord’s handling of the resident’s reports concerning damp and mould at the property, including outstanding repair issues. The landlord’s handling of the resident’s request for compensation for outstanding repair issues at the …
| 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 |