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 landlord’s handling of the resident’s decant and her request for reimbursement and compensation. The landlord’s handling of the resident’s safety concerns and reports of outstanding repairs on her return to her property. The landlord’s handling of the resident’s complaint and its level of communication with her.
The complaint is regarding the landlord’s; Handling of the resident’s request for an LGBTQ+ staff member as a point of contact. Response to the resident’s reports of noise disturbance. Response to the resident’s request for a management transfer. Handling of the resident’s reports that they were verbally abused. Handling of …
The complaint is regarding the landlord’s: Handling of repair issues, including reports of mould in his kitchen and broken kitchen units. Reponses to the resident’s wife when she made contact on his behalf. The Ombudsman has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s response to the resident’s. Reports of leaks in her property. Associated complaint.
REPORT COMPLAINT 201906790 Poplar Housing And Regeneration Community Association Limited 14 December 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]
The complaint is about the landlord’s handling of the resident’s reports about: Bathroom wall cracks, flaking paint and replacement of a rusty radiator. Issues with the kitchen extractor fan. This Service has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about: The condition of the property when it was first let. When the rent was first payable from. Repairs at the property. A gas leak.
The complaint is about the landlord’s: handling of the resident’s reports of smoke ingress to her property. response to the resident’s reports of antisocial behaviour (ASB). Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Application to succeed her late mother's tenancy. Repairs including leaks and mould. Reports of rubbish in and around the property. Formal complaint The Ombudsman has also considered the landlord’s knowledge and information management.
The complaint is about: The landlord’s handling of the resident’s reports of repairs to: Plumbing – Water tank/boiler, shower, taps and drainage; Roof leak and ceiling damage; Window; Garage door. The landlord’s complaint handling .
The complaint is about the landlord’s handling of: The resident’s reports about the condition of the property at the start of his tenancy. The resident’s reports of repairs required to: The boiler – heating and hot water. The kitchen flooring. The windows. The kitchen units. The resident’s reports of a …
The complaint is about the landlord’s handling of: The administration of the resident’s service charge account after he staircased to 100% ownership of the property. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to the mains water pipe. Water quality concerns. Application of its permissions policy.
The complaint is about the landlord’s response to the residents reports about: antisocial behaviour. a leak at an upstairs property a neighbour’s subletting. We have also investigated the landlord’s complaint handling.
This complaint is about the landlord’s: Responses to the resident’s concerns about the cost of running his electric shower. Handling of repairs to the resident’s radiators, boiler, and toilet, and a bathroom leak. Response to the resident’s service complaint about a repair operative. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s request for it to replace flooring in her bathroom. The resident’s request for her bathroom to be renewed. The resident’s reports of anti-social behaviour (ASB). The resident’s transfer request. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of noise by her neighbours and antisocial behaviour (ASB). Request to install CCTV in the communal kitchen. Request to move to another room. Associated formal complaint.
The complaint is about: The landlord’s handling of repairs to the resident’s fence. Information provided by the landlord in relation to responsibility for fence repairs. The Ombudsman has also considered the landlord’s complaint handling.
The resident has complained: about the landlord’s response to reports of operatives entering the garden without permission. about the landlord’s response to reports of non-household rubbish left outside the property. about the landlord’s response to concerns about contact arrangements. about the landlord’s response to concerns about the property condition. that …
The complaint is about: The landlord’s handling of reports of damp and mould. The landlord’s handling of the resident’s request for compensation in recognition of damaged belongings.
The complaint is about the landlord’s handling of: Repairs, in particular: Repairs to the resident’s pathway. The resident’s request to fit handrails. Repairs to the resident's stairlift. The resident’s complaint. The resident’s concern that it discriminated against him. The resident’s concern that its handling of the repairs had an adverse …
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Request for new windows. Concerns about a named staff member.
The complaint is about: The landlord’s handling of the resident’s enquiries in relation to the sale of her property. The landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of nuisance and antisocial behaviour (ASB) following its decision to allow neighbours to keep dogs in their property. The landlord’s handling of allegations of ASB made against the resident. The landlord’s response to the resident’s concerns about its decision …
The complaint is about the: Conduct of the landlord’s staff. Landlord’s response to the resident’s request for compensation for damage to a carpet when it removed the hearth. Landlord’s handling of the resident’s subject access request and its delays in responding to it. Landlord’s handling of the resident’s request to …
The complaint is about the landlord’s: handling of repairs to living room flooring and staircase; decision not to replace the internal door architraves to the living room, bathroom and bedrooms; handling of the complaint.
The complaint in about the landlord’s handling of: The resident’s decant. The gas safety checks at her property. The resident’s reports of leaks, damp and mould, and the subsequent repairs. The associated complaint. The resident’s compensation payment. The Ombudsman has also investigated the landlord’s record keeping.
This complaint is about the landlord’s: Handling of the resident’s reports of inadequate hot water to the shower. Handling of repairs to the windows in the resident’s property. Response to the resident’s reports that they had put door locks on. Response to the resident’s reports of mismatched window handles in …
The complaint is about: The landlord’s response to the resident’s reports of health concerns following a fire in the bin store. The landlord’s response to the resident’s reports of a smoke odour affecting her property and belongings. The landlord’s response to the resident’s request to move out of the property …
The complaint is about the landlord’s:
The complaint is about: the landlord’s handling of reports of damp and mould in the property. the landlord’s response to a request for temporary rehousing during works. This investigation has also considered the landlord’s complaint handling including the landlord’s response to a request for compensation.
The complaint is about the landlord’s: handling of the mutual exchange process; response to the resident’s reports that her boiler was not working properly; response to various reports of outstanding repairs at the property; decision not to replace the kitchen in the property; handling of the complaint including the level …
The complaint is about the landlord’s: Handling of leaks and associated repairs, damp and mould. Handling of the resident’s decant. Complaint handling.
The complaint is about the landlord’s handling of: Repairs to the property. The associated formal complaint.
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Related complaint
The complaint is about the landlord’s response to:
The complaint is about: The landlord’s handling of work to repair damage caused by a leak. The landlord’s communication and complaint handling.
The complaint is about the landlord’s: response to the resident’s reports of a bad odour entering her property; response to the resident’s reports of poor staff conduct; complaints handling.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). Allegations of ASB made against the resident. The resident’s related complaint. A request for the resident to remove his camera doorbell.
The complaint is about: The landlord’s response to the resident’s reports of outstanding repairs in the property. The landlord’s response to the resident’s request to have a tenancy warning removed. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s request for a chain let. The landlord’s handling of communications over future chain lets.
The landlord’s handling of: The resident’s report of a leak at the property. The resident’s reports of window disrepair. The resident’s report of issues with her electric heaters. The resident’s report of noise transfer. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s repair reports regarding the rear door and leak to the bath. The landlord’s handling of concerns raised by the resident about the conduct of the developer’s subcontractor. The related complaint.
This complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB) from a neighbour. The associated complaint.
The complaint is about the landlord’s response to: The resident’s concerns about accessing its online resident portal; The resident’s request to change to a sole tenancy; The resident’s concerns about information sent to the Department of Work and Pensions (DWP); The resident’s reports of a data breach. This report will …
The complaint is about the landlord’s handling of: Repair issues reported by the resident in May and July 2021. The resident’s request for reimbursement for repairs she completed. The related complaint. The resident’s request for decoration vouchers offered in 2006 and 2010, and concerns about damage left by a previous …
The complaint is about: The landlord’s administration of the resident’s service charge and rent account. The landlord’s handling of the resident’s request for arrears on her service charge and rent account to be waived. The associated complaint.
The complaint is about the way the landlord responded to the resident's reports of: Rotten floorboards; Exposed gas pipes; An unsafe internal glazed door; Water ingress. This report will also look at the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of repairs to the property, including damp. Reports that the windows in the property were screwed shut. Reports of anti-social behaviour (ASB). Request for alternative accommodation. The Ombudsman has also considered the landlord’s complaint handling as part of the …
The complaint is about the landlord’s handling of the resident’s: Reported repairs and associated decant. Request to be moved on medical grounds. Request to be allocated a different point of contact. The Ombudsman has also investigated 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 |