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 no heating or hot water in February 2021. The landlord’s handling of the resident’s reports that his radiators were not working in April 2021. The impact the period of having no heating or hot water had on the …
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 complaint is regarding: The landlord’s response to the resident’s reports of repairs needed in her property. The condition of the property at the start of the resident’s tenancy. The landlord’s response to the resident’s request to be compensated for damaged belongings.
The complaint is about – The landlord’s response to the resident’s reports of repair works regarding damp and mould to the resident’s property. The landlord’s response to the resident’s reports in relation to her property windows. The landlord’s response to the resident’s reports in relation to a neighbouring balcony. The …
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 is about the landlord’s: Handling of a leak. Response to the resident’s concerns about defects to the boiler. Refusal to refund car parking charges for the period when the resident was not living at the property.
The complaint concerns: How the landlord handled repairs to the resident’s property following his reports of damp and mould. How the landlord handled the resident’s request to be rehoused. The handling of the formal complaint.
This complaint is about:
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.
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour, caused by her neighbour installing a movement activated doorbell. The associated 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 […]
The complaint is about: how the landlord responded to the resident’s concerns about a decant. the landlord’s response to a request for a copy of its policies and procedures.
The complaint is about the landlord’s: Response to the resident’s reports of unpleasant smells at the property. Complaints handling.
The complaint is about the landlord’s: Response to the resident’s concerns regarding the temperature within the property. Response to the resident’s concerns regarding the property’s windows. Response to the resident’s concerns of a sewage smell and mould within the property. Response to the resident’s concerns regarding fire safety. Response to …
The complaint is about the landlord’s handling of: the resident's reports of antisocial behaviour (ASB) from her neighbour. the resident's reports of mice in her property. the associated complaint.
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 […]
NOTE: AMENDED INVESTIGATION REPORT Case Ref: 202016889 Created by Gillian Lowdon on 15/12/2021 10:45:24 Title: NOTE: AMENDED INVESTIGATION REPORT Category: Case Notes Activity Date: 15/12/2021 Body:
This complaint is about how the landlord handled: The resident’s report of fly-tipping outside her property following a mutual exchange. A report that the resident had disposed of rubbish in bins allocated to other properties. This complaint is also about the landlord’s complaint handling.
The complaint is regarding: The tone of the landlord’s communication. How the landlord sought to arrange an electrical test at the resident’s property. The landlord allegedly victimising the resident.
The complaint is about: The landlord’s handling of toilet repairs at the property. The landlord’s communication regarding rent payments. The Ombudsman has also investigated the landlord’s complaint handling.
This complaint is about: The level and reasonableness of the resident’s service charges. The landlord’s handling of the resident’s concerns regarding: Roof repairs. External painting of the block. The standard of the grounds maintenance service. Car parking.
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 concerns the landlord’s: Response to the resident’s request for compensation for damage caused to his carpets, following a leak. Handling of the associated complaint.
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 is about the landlord’s response to the resident’s reports about:
This complaint is about: a. the level of the landlord’s service charges for items such as building and grounds maintenance; b. allegations of discriminatory practice on the part of the landlord; c. the landlord’s response to the resident’s reports about: service charges discrimination noise disturbance;
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.
This complaint is about the landlord’s handling of: the resident’s reports of mould growth and a pest infestation in her property; the related complaint.
The complaint refers to the landlord’s handling of: The resident’s request for a replacement kitchen. The repairs needed to the resident’s kitchen. The resident’s concern that the landlord had authorised ‘illegal’ repairs to the kitchen. The associated complaint.
The complaint is about: The level of compensation offered to the resident for repair delays. The landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s bath replacement. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of: An operative attending the resident’s property without authorisation. The operative’s conduct.
The complaint refers to the landlord’s handling of: the repairs needed to the resident’s back door. the resident’s concerns about a tenancy warning letter being issued. the associated complaint.
The complaint refers to the landlord’s handling of the resident’s: concerns regarding the smoke detector system in his property. concerns about the extractor fan in his kitchen. associated 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 landlord’s: Response to the resident’s reports of anti-social behaviour (ASB). Response to the resident’s concerns regarding a breach in confidentiality. Complaint handling.
The complaint is about the landlord’s: Handling of the residents’ reports of a leak at the property. 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 resident has complained about: The landlord’s response to their reports about noise from doors in the building. The landlord’ response to their reports of the smell of cigarettes and alleged drug taking entering their home.
This complaint is about the landlord’s response to: The resident’s reports of repairs to his rear living room window. The resident’s report of alleged anti-social behaviour (ASB). The resident’s concerns about calls he made to the landlord on 3, 4 and 5 August 2020 and his housing officer putting the …
The complaint is about the landlord’s response to the resident’s reports about:
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 handling of cladding remediation works including how long the works have taken to complete, the landlord’s communication about funding arrangements, and the impact the situation has had on progressing the sale of the resident’s property. The landlord’s decision not to refund the cost of …
REPORT COMPLAINT 202103874 Guinness Housing Association Limited 19 August 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 202017292 Hyde Housing Association Limited 10 August 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. […]
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.
| 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 |