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 damage caused by a leak from the property above; The landlord’s handling of repairs needed to windows; and The landlord’s handling of the formal complaint.
The complaint is about the landlord’s handling of the resident’s reports about: Water ingress. The state of the communal hallway flooring. Frequent lift breakdowns.
This complaint is about the landlord’s handling of the resident’s: Request for the rent arrears to be waived. Request for a management move. The related complaint.
The complaint is about: The landlord’s handling of repairs to the resident’s electric heaters. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s response to the resident’s concerns regarding the security of the communal bike store following the theft of two bikes. The landlord’s handling of the associated complaint.
The complaint is about: The landlords handling of multiple repair issues reported by the resident including leaks in the living room and kitchen, draughts from the windows and front door; heating in the property, broken floorboards, and electrics. The landlord's response to the resident’s concerns about grounds maintenance and gardening.
This complaint is about: The validity of the landlord’s Section 20 process in respect of major works; The landlord’s response to the resident’s concerns about the major works and related consultation process; The landlord’s response to the resident’s reports of repairs to communal areas; The landlord’s complaint handling.
This complaint is about the landlord’s response to the resident’s complaints about: anti-social behaviour (ASB) repairs to the bedroom window repairs to the aerial.
The complaint is about: The landlord’s handling of the resident’s concerns about the condition of the property when it was let to her. The landlord’s handling of the resident’s reports of a mouldy kitchen. The landlord’s handling of the resident’s request for pipes in the kitchen to be boxed-in. The …
The complaint is about the landlord’s handling of the resident’s: Reports of noise nuisance from his upstairs neighbour. Request for soundproofing in the property. Reports of inadequate heating in the property. Associated complaint.
This complaint is about the landlord’s handling of the: Resident’s request to move permanently to alternative accommodation rather than on a temporary basis. Resident’s transfer application. The related complaint.
This complaint is about the landlord’s response to the resident’s concerns regarding:
The complaint is about the landlord’s handling of: Repairs to the resident’s shower. The associated complaint.
The complaint concerns: How the landlord handled the resident’s reports of a pest infestation at the property. Complaint handling.
The complaint is about the landlord’s response to the resident’s reports about: The increase in service charges for the property. The time taken to deliver and the information contained within the landlord’s service charge invoices. The landlord’s handling of the option for a ‘deed of covenant’ to transfer the service …
The complaint is about the landlord’s response to: Reports of refuse and fly tipping. The storage of the resident’s bike.
REPORT COMPLAINT 202102330 Clarion Housing Association Limited 2 February 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 case. […]
This complaint is about the landlord’s handling of: The replacement of tiles in the resident’s kitchen. Works to the resident’s garden and fence.
The complaint is about: The size of the replacement toilet provided by the landlord. The associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports that her taps and shower were not working properly. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: A gas leak that impacted the residents health. The length of time it took to repair the heating and hot water system. Damp issues. The conduct of the Landlord’s contractors. Resident’s request to have her daughter or son …
The complaint is about: the landlord’s handling of repairs to the resident’s bathroom including, amongst others: replacement of the radiator, re-tiling, installing the resident’s new toilet. the landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of repairs to the guttering and downpipes at the resident’s property and the compensation offered for delay. The landlord’s response to the concerns raised about internal damage to the resident’s property. The landlord’s administration of the resident’s service charge. The landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of: The level of compensation following leaks and associated damage from a boiler repairs. Complaint handling through its internal complaints process.
The complaint is about: The landlord’s handling of the resident’s reports of water ingress, damp, and other repairs to the property. The landlord’s handling of the resident’s temporary decant and his request for a permanent move. The landlord’s complaints handling.
The complaint is about the landlord’s response to the resident about: issues with the water pressure and temperature. damp and mould and a request for a surveyor inspection. The Ombudsman has also considered the landlord’s complaints handling.
This complaint is about: How the landlord handled the resident’s personal data. The landlord’s response to: The resident’s reports of ASB by her neighbours. Allegations of ASB made about the resident by her neighbours. The landlord’s handling of the associated complaint.
This complaint is about the landlord’s handling of: the resident’s anti-social behaviour (ASB) reports; adaptations to the resident’s property; the related complaint.
The complaint concerns: The landlord’s response to the resident’s reports of noise nuisance from the neighbour in the upstairs flat. The related complaint handling.
The complaints referred to this Service are about: Rent and service charge increases since the start of the resident’s tenancy and the landlord’s administration of the resident’s rent account. The landlord’s decision to serve a Notice of Seeking Possession (NOSP) on the resident due to rent arrears. The landlord’s handling …
The resident complains about the landlord’s handling of: Repairs to the lino flooring in the shower room. Repairs to the communal main entrance door. Their concerns about the condition of the bin store and communal areas. Reports of a mouse infestation. Reports of anti-social behaviour and associated request for a …
The complaint is regarding the landlord’s: Response to the resident’s reports of a mouse infestation. Handling of repair reports, including relating to damp and mould in the property and a faulty kitchen light. Handling of the resident’s complaint and its offer of compensation.
The complaint is about: The landlord’s handling of repairs at the resident’s property. The landlord's response to the resident’s assertion that his property was illegal and in breach of the Decent Homes Standard, the Building Act 1984, and unsafe in accordance with the Housing Health and Safety Rating System (HHSRS). …
The complaint is about: The landlord’s handling of the resident’s reports concerning anti-social behaviour.(ASB) The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident about: The concerns about fire safety and the removal of fire extinguishers. The completion of a person-centred fire risk assessment. The request for a copy of a fire risk assessment. The deep cleans and the provision of hand sanitiser units …
The complaint is about: The landlord’s handling of the resident’s reports of an overflow pipe leak. The landlord’s complaint handling.
The complaint is about the landlord's: Handling of the resident’s request for a new kitchen. Response to the resident’s concerns about asbestos.
This complaint is about the landlord’s handling of
REPORT COMPLAINT 202017036 Thames Valley Housing Association Limited 14 July 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 complaint is about the landlord’s handling of: the resident’s reports of water ingress to his living room; the related complaint.
The complaint is about the landlord’s handling of:
The complaint is about the landlord’s handling of the resident’s reports of flooding in the property.
The complaint concerns: How the landlord responded to the resident’s reports of noise nuisance and antisocial behaviour (ASB). The associated formal complaint into these matters.
The complaint is about: The landlord’s handling of the resident’s reports of defects within the property. The landlord’s handling of the associated complaint.
This complaint is about the landlord’s handling of: the resident’s request for an EWS1 form; the related complaint.
REPORT COMPLAINT 202100167 Wandle Housing Association Limited 23 June 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 […]
This complaint is about: The landlord’s response to the resident’s concerns about the condition of the garden; The landlord’s response to resident’s reports of a leaking bath; The landlord’s response to resident’s reports of various repairs to the building’s communal areas; The landlord’s response to resident’s concerns about external appliances …
The complaint is about: The landlord’s response to the resident’s reports of repairs to the heating system from January 2021. The landlord’s response to the resident’s reports of repairs to the heating system from 2017. The landlord’s complaint handling.
The complaint is about the landlord’s: Handling of flooring repairs to the property. Response to the resident’s request for a new kitchen and bathroom. Complaint handling.
The complaint is about the landlord’s: Installation of gas central heating at the resident’s property. 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 |