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 response to the resident’s reports about the quality of works carried out to the bathroom and heating including the level of compensation . The landlord’s response to the resident’s reports in relation to increased energy costs whilst works were being carried out. The landlord’s complaint handling.
REPORT COMPLAINT 202101220 Southern Housing Group Limited 13 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 the landlord’s: Handling of the resident’s staircasing application. Response to the resident’s concerns regarding service charges levied against the property. Response to the resident’s concerns that it failed to provide her with a copy of the building insurance policy in place for the property. Response to …
The complaint is about: The landlord’s response to the resident’s report of a rat infestation. The landlord’s delays in its complaint handling.
The resident complains about the landlords handling of:
The complaint is about: The landlord’s response to the resident’s concerns about defects in her property. The landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour consisting of neighbours leaving rubbish and personal items in communal areas. The landlord’s complaint handling.
REPORT COMPLAINT 202108509 Longhurst Group Limited 18 November 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 concerns the landlord’s: handling of the resident's anti-social behaviour reports concerning a neighbour. handling of the resident’s request for a management move. handling of repairs and maintenance issues. response to her complaint about staff conduct.
The complaint is about: The landlord’s response to the resident’s concerns about a repairs visit to his property on 24 November 2020. Delays in the landlord’s complaint responses.
The complaint is about the landlord’s response to the resident’s reports of: The quality of cleaning to the windows at the property. The contractor's conduct and use of PPE. The landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s complaint about the administration of his service charge/rent account. The level and reasonableness of the resident’s service charges.
REPORT COMPLAINT 202012233 Home Group Limited 20 October 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 regarding: The landlord’s handling of the applicant’s request to be rehoused. The applicant’s concern that the landlord’s Allocations Policy discriminates against him. The landlord’s complaint handling.
The resident has complained about the landlord’s handling of repairs, in particular: Repairs to her front door. Repairs to an insecure electrical socket. Repairs to the door of a kitchen unit and a kitchen drawer. The resident has complained about the landlord’s handling of other repair and maintenance matters, including …
The complaint is about: The landlord’s handling of the resident’s Right-to-Buy application for his property. The landlord’s handling of the associated complaint.
The complaint is about: -
The complaint is about: The landlord’s handling of the resident’s parking permit application. The landlord’s response to the resident’s concerns about Penalty Charge Notices (PCN’s) issued against her.
REPORT COMPLAINT 201910096 Whitefriars Housing Group Limited 30 September 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 the landlord’s handling of the resident’s reports about the communal lift in the building. This investigation has also considered the landlord’s complaints handling.
The complaint is about: The landlord’s handling of the emergency assistance pull-cord service in the resident’s property. The landlord’s handling of repairs to the resident’s hot water system at the property.
The complaint concerns the landlord’s response to: the resident’s reports about the communal lift being out of service. the resident’s reports about the faulty front entry gate. the resident’s reports regarding graffiti and fly tipping. the resident’s reports regarding parking enforcement. the resident’s reports about the communal cleaning service. the …
The complaint is about the landlord’s: Response to the resident's reports that contractors were rude; that their attendance for communal drainage works contravened Covid-19 restrictions; and that they allegedly caused damage and mess when accessing his bathroom. Handling of the subsequent repair and compensation.
The complaint concerns: The landlord’s banding and priority allocation in respect of the resident’s housing need and request for a three-bedroom property on overcrowding and medical grounds. The landlord’s handling of the resident’s contact as to her housing situation and request to move property. The landlord’s handling of the complaint.
The resident has complained about: The quality of the services provided through the service charges at their sheltered housing scheme. The amount charged by the landlord in the service charges.
The complaint concerns how the landlord handled: The resident’s request to move property. The resident’s concerns about its staff members conduct. The formal complaint into these matters.
The complaint is about: The landlord's handling of the resident’s request to move properties. The landlord's response to the resident’s request for a parking space for his property. The landlord’s response to the resident’s reports of his neighbour's dog barking. The landlord’s handling of the associated complaint.
The complaint concerns the landlord’s: Handling of repairs to resolve water leaks into the property. Compensation offer to the resident for delays in fixing the leaks. Formal complaint into these matters.
The complaint is about: The contents of a warning letter sent to the resident in March 2019. The landlord’s response to the resident’s reports of noise nuisance. The landlord’s complaint-handling.
The complaint is about: The landlord’s handling of reports of a defective boiler. Complaint Handling.
The complaint is about: The level and reasonableness of the service charges paid by the resident. The landlord’s response to the resident’s queries regarding service charges. The landlord’s response to the resident’s request for information concerning cladding on the building which the property is situated in, including the production of …
The complaint refers to: The landlord’s response to the resident’s requests for a breakdown of the service charges for the 2018-19 and 2019-20 periods. The resident’s concern that the landlord has not acted in line with its legal obligations regarding her request for information. The landlord’s handling of the associated …
The complaint is about the landlord’s handling of the resident’s: Request to move to another property Repairs and adaptations to the property Reports of Anti-Social Behaviour (ASB) The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about: The level of compensation offered to the resident by the landlord for its disconnection of her external gas supply to the property. The landlord’s handling of the associated complaint.
The complaint concerns: the landlord response’ to the resident’s reports of a water leak from the bathroom ceiling in the property. The effect of the ongoing issue of the water leak on the health of the resident. the landlord’s response to the resident’s reports of a strong odour present in …
The complaint is about: The landlord’s response to the resident’s request for rehousing. The landlord’s complaint handling.
The resident complained about the landlord’s: response to his concern about insufficient compartmentalisation within the building to prevent transmission of smells and smoke into his property and communal areas. handling of his associated complaint.
The complaint is about the landlord’s: Response to the resident’s concerns that it should not have allowed the mutual exchange to go ahead due to the condition of the property. Response to the resident’s repair requests. Complaint handling. The Ombudsman’s has also considered the landlord’s record keeping as part of …
The complaint is about the landlord’s:
The complaint is about the landlord's response to the resident's concerns about: The condition and management of the car parking area. The suitability of his kitchen and his request for reimbursement for the cost of tools purchased to fit his washing machine. The property not having a fridge-freezer. The property …
The complaint is about: the increase of the service charge year-on-year; the resident’s ability to acquire an additional portioned percentage of his shared ownership property; the landlord’s response to the resident’s reports regarding the accuracy of the service charges; the landlord’s response to the resident’s request to sight the supporting …
The complaint concerns: The landlord’s handling of repairs to the resident’s heating system. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to: The resident’s request to bring forward the planned replacement of her bathroom. The resident’s reported concerns about the condition of her bathroom. Complaint handling.
The complaint concerns: The landlord’s handling of the resident’s request for re-housing from the local authority. The landlord’s handling of multiple repairs to the resident’s property in 2016 to 2018. The landlord’s handling of multiple repairs to the resident’s property in 2019 to 2020. The landlord’s handling of the resident’s …
The complaint is about: the landlord’s decision not to remove a tree. The delay in the landlord’s response to the complaint.
The resident complains about: How the landlord handled the administration of her rent account, specifically, its decision to issue a claim for possession of the property. How the landlord handled reports of anti-social behaviour (ASB) against her and her household, including the actions of a particular member of staff. The …
The complaint concerns: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB), by her neighbour. The landlord’s associated complaint handling.
The complaint is about: The landlord’s response to the resident’s allegation that it did not inform her about the Government’s guidance in relation to fire safety and cladding in respect of her staircasing application; The landlord’s communication and complaint handling.
The complaint concerns: How the landlord responded to the resident’s concerns relating to pest control. The condition of communal areas and windows. The level of the service charge. The associated complaint into these matters
REPORT COMPLAINT 201916116 Whitefriars Housing Group Limited 12 March 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 […]
| 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 |