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 request for service charge information. The resident’s reports that they had been overcharged. The resident’s concerns about whether the lease allows the landlord to charge an administration fee.
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 response to the resident’s reports of leaks into the property. The landlord’s response to the resident’s reports of a neighbouring property being sub-let.
The resident complains about: the landlord’s handling of the removal of her car; the landlord’s handling of her subsequent formal complaint, and; the landlord’s handling of her formal complaint about harassment and discrimination.
REPORT COMPLAINT 202200086 Thrive Homes Limited 16 December 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 is […]
The complaint is about the landlord’s handling of the resident’s rent account. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Response to reports of leaks from the property above. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s report of heating issues in the property. The resident’s request to install a wood burning stove at the property. The associated complaint.
The complaint is about the landlord’s: decision to recharge the resident for the front door lock replacement. Record keeping in relation to repairs to the front door . handling of the associated complaint.
The complaint is regarding: The landlord’s standard of maintenance of the communal grounds and hedges. The landlord’s handling of reports about the conduct of its contractors. This Service has also considered the landlord’s handling of the resident’s complaint.
The complaint concerns the landlord’s handling of: A boiler repair. The associated formal complaint.
The complaint is about the landlord’s: Handling of the resident’s concerns about storage in the alleyway at the side of the property. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: the condition of her property upon moving in following a mutual exchange. repairs needed at the new property. dissatisfaction with the handling of her complaint. a pest control issue at the property.
The complaint is about the landlord’s response to the resident’s concerns about: Increases in service charges. Fly tipping in the communal bin store area. Installation of a timer for communal lighting. Complaints handling.
This complaint is about the landlord’s response to the resident’s concerns regarding the: reports of anti-social behaviour (ASB) from Neighbour A. landlord’s communication about the parking bay. the related 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.
REPORT COMPLAINT 202205301 Bolton at Home Limited 8 March 2023 Our approach […]
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 response to the resident’s reports about the condition of the property at the start of the tenancy. The landlord’s response to the resident’s reports of repairs required at the property. The landlord’s implementation of contact restrictions. The landlord’s response to the resident’s application to …
The complaint is about: The landlord’s handling of reports about the resident’s overhanging shrubbery and the shared back-garden fence. The associated complaint handling including the level of communication.
The complaint is about the landlord’s handling of the resident’s : concerns about a tree relating to blocking light and leaf fall; request to have a driveway installed at the property, and; associated complaint.
The complaint is about the landlord’s: Handling of a gas safety check. Missed appointment for a broken water tank pipe. Response to the resident's concerns that the property was excluded from insulation works. Handling of the resident's request for compensation of hotel costs from 2010. Complaint handling.
This complaint is about the landlord’s response to the resident’s concerns regarding: The property condition when it was let. Request for storage of their personal belongings. The related complaint.
The complaint is about:
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB) and threatening behaviour from a neighbour. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint concerns: The landlord’s response to the resident’s reports of the poor condition of the balcony doors when the property was let. The associated formal complaint into this matter.
This complaint is about: The landlord’s response to the resident’s concerns about its management of a sinking fund; The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: transfer request; reports about repair issues, including: draughts from her windows; her kitchen units; garden maintenance; her boiler; request for assistance with her mobility issues; reports about discrimination.
The complaint is about the landlord’s handling of: The resident’s reports of noise transference from a neighbouring property. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of a flood in the property; the associated request for compensation for damaged belongings, and; the formal complaint.
The complaint is about the landlord’s handling of: The resident’s report of damp and mould and his subsequent request for compensation. The formal complaint into this matter. The resident’s reports of cracks and poor insulation in the property.
The complaint is about the landlord’s handling of: The resident’s reports of repair issues to the roof and the associated squirrel infestation. The resident’s request for the compensation offered by the landlord to be donated to charity.
The complaint is about: The landlord’s response to the reports of anti-social behaviour (ASB) and its handling of the relevant documentation. The landlord’s response to the resident’s request to be rehoused due to the impact of the ASB on the resident.
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.
The complaint is about: The works the landlord completed to the loft space. The landlord’s handling of works to the radiators in the property. The landlord’s response to the representative’s request to be added as either a joint tenant or, assigned the tenancy.
The resident complains about: The landlord’s position on removal of items from communal areas; The landlord’s position on the use of a rooftop garden; The landlord’s handling of reports of bullying; The landlord’s handling of reports of contractors attending to carry out removal not complying with Covid-19 precautions, and not …
The complaint is about the landlord’s handling of: The resident’s reports of the repair issues to the guttering and downpipe. The associated complaint.
The complaint is about The level of redress provided by the landlord following acknowledged delay and failure to repair a roof leak. The associated complaints handling.
This complaint is about the landlord’s response to the resident’s concerns regarding:
The complaint is about the landlord’s response to the resident’s: Concerns about the condition of the property at the start of the tenancy. Reports of repairs.
The complaint is about the landlord’s handling of: Repairs to the resident’s shower. The associated complaint.
The complaint is about: The landlord’s handling of repairs to the resident’s window. The landlord’s handling of the associated complaint.
REPORT COMPLAINT 202100661 Stockport Homes Limited 15 March 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in […]
The complaint is about: The landlord’s offer of compensation in relation to the replacement of the kitchen. The handling of the associated formal complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s heating system. The resident’s request for her kitchen to be replaced. Repairs to the resident’s guttering. The associated complaint.
| 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 |