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 concerns: How the landlord handled repairs at the property prior to January 2020. How the landlord handled repairs at the property, including reports of damp and mould, from January 2020 onwards. The associated formal complaint into these matters.
The complaint concerns: The landlord’s decision to remove plants from the resident’s balcony. The formal complaint into the matter.
The complaint is about the landlord’s decision not to grant permission for adaptations at the property, specifically, an extension. The complaint is also about the landlord’s handling of the request for permission to make adaptations at the property.
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 the landlord’s response to: The resident’s request to be decanted or compensated during repairs to the property: The resident’s complaint.
The complaint is about the landlord’s response to the resident’s reports about: The installation of a downstairs toilet at the property. The landlord’s complaints handling.
This complaint is about the landlord’s handling of: the reports of damp to the resident’s bedroom; the maintenance of the garden since a Highways Notice was issued in July 2020; the related complaint.
The resident complains about: The landlord’s handling of the resident’s concerns about the installation of a thinner smaller windowpane (glass). The information provided by the contractors to the resident about the type of windows which were to be installed. The length of time the repairs have been outstanding. The landlord’s …
The complaint is about the landlord’s response to the resident’s reports of repairs to the front door, damp and mould and slabs. The complaint is about the landlord’s response to the resident’s reports about damp and mould from 2014 -2019.
This complaint is about:
The complaint is about: The landlord’s handling of the resident’s reports of an odour coming from her neighbour’s property. The landlord’s complaint handling.
REPORT COMPLAINT 202102033 Wokingham Borough Council 22 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 is […]
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.
The complaint is about: The landlord’s handling of repairs to the rear bathroom extension. The associated handling of the complaint.
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 […]
This complaint is about. The landlord’s handling of repairs to the heating and hot water system. The landlord’s response to a request for compensation. The Ombudsman has also considered the landlord handling of the complaint.
The resident has complained about: How the landlord has handled her reports of defects at her property. The landlord’s ongoing handling of defects since completing its complaint procedure. The Ombudsman has also considered the landlord’s handling of the complaint.
REPORT COMPLAINT 202016001 Brentwood Borough Council 20 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 is […]
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.
This complaint is about the landlord’s handling of: the resident’s noise nuisance reports; the resident’s request for it to install sound proofing; the resident’s claim that it discriminated against him under the Equality Act (2010).
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 complains about the fence replacement the landlord carried out at his property, and its response to his subsequent formal complaint about the matter.
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 …
REPORT COMPLAINT 202015026 London & Quadrant Housing Trust 17 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. […]
The complaint is about: The landlord’s decision to charge rent to the resident for her new property after this was let to her but before she moved in, while she was awaiting repairs there. The landlord’s handling of the resident’s reports regarding the condition of her new property when this …
The complaint is about: the landlord's handling of the resident's reports of debris in the garden. the landlord's handling of the staff conduct complaint and report of contractors not observing social distancing guidance whilst carrying out work within the property. the level of compensation offered by the landlord for a …
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 is about the landlord’s response to the resident’s reports about:
The resident’s complaint is about: The conduct, behaviour and comments by landlord staff made to her when visiting her property, with or without prior notice. Window repairs. Bathroom heating. The landlord’s response to damp and mould reports. Repairs to her front path. The front door is not to her agreed …
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 is about: The landlord’s handling of the resident’s reports of damp and mould in her property. The landlord’s associated complaint handling.
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.
This complaint is about the landlord’s response to the resident’s concerns about communal repairs and maintenance of her building, including: The replacement of the communal carpet. Cleaning of the communal paved areas. Repairs to a communal fire door, the communal lighting and uneven paving slabs on the patio area. This …
This complaint is about the landlord’s handling of: the resident’s anti-social behaviour (ASB) reports; the resident’s complaint about staff conduct.
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 the landlord’s response to the resident’s reports of: The quality of communal cleaning at the property. An incident involving a member of the cleaning staff.
The complaint is about: The landlord’s response to the resident’s reports that a service charge should not be payable in respect of the property. The landlord’s response to the resident’s concerns about the administration of her service charge, including that services she paid for were not being provided.
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 handling of the resident’s reports about: The heating in her property not working. Damp and mould in her property.
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: 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 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 repairs and major works to the resident’s windows. Communication with the resident about the replacement windows. Decision not to provide the resident with secondary glazing. Handling of the complaint.
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 […]
The complaint concerns how the landlord handled repairs to: The guttering of the building. The shower in the resident’s property.
| 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 |