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.
This complaint is about the resident’s reports of the landlord’s handling of: Replacement of the shed roof. The resident’s roof and chimney repair. The resident’s concerns regarding the conduct of an operative.
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.
The complaint is about the landlord’s: Handling of the resident’s antisocial behaviour (ASB) case. Response to reports that the fence had been removed.
The complaint is about the landlord’s response to the residents’ reports of: asbestos in the property. the air quality and lack of sufficient ventilation. priority for transfer based on overcrowding and an undersized bedroom.
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 repairs to the drainage system at the resident’s property. The landlord’s response to the resident’s request to be reimbursed for the costs she had incurred.
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 installation of a new kitchen at the resident’s property. The conduct of members of the landlord’s staff and its contractors. The resident’s complaint and request for compensation.
The complaint is about: The landlord’s handling of the repair of a leak and remedial works required, including costs incurred by the resident.
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 response to the resident’s concerns about the service provided by his Homeownership Officer (HO). The landlord’s handling of the resident’s queries about his service charge. The landlord’s response to the resident’s concerns about the handling of his personal information. The landlord’s complaints 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 about the landlord’s response to the resident’s reports about: Her application to transfer to a larger property. Its handling of her 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 level of compensation offered by the landlord in recognition of delays in repairing leaks to his property in 2018. The landlord’s handling of the associated complaint.
This complaint is about the landlord’s response to the resident’s concerns about: The smoke alarms and gas safety checks at his property. An electrical inspection at his property. Debris falling from the flue flashing/ceiling on to his boiler.
This complaint is about the landlord’s handling of: The resident’s reports of Anti-Social Behaviour (ASB) by her neighbour’s adult son. The associated complaint.
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 handling of: The resident’s reports of noise nuisance. The resident’s request for a management transfer.
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.
This complaint is about: The resident’s request to be rehoused; The landlord’s response to the resident’s reports of leaks, damp and mould at the property; The landlord’s complaint handling; The landlord’s record keeping.
The complaint is about the resident’s reports of: The level and increase of rent and service charges. Concerns about the sinking fund. The standard of cleaning and maintenance of the communal areas, including the bins stores and decision to remove potted plants. The landlord's handling of a repair to the …
The resident complains about: The suitability of the property offered by the landlord in February 2020. The landlord’s handling of her subsequent concerns about the size of the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response regarding the resident’s concerns about the conduct of contractors on site. Response to the resident’s personal items being damaged by paint. This Service has also considered the landlord’s handling of the 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 …
REPORT COMPLAINT 202115626 Lambeth Council 24 November 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 set […]
The complaint is regarding the landlord’s handling of: A leak affecting the resident’s property and subsequent related repairs. The resident’s associated complaint.
The complaint is about the landlord’s handling of: The repair to the resident’s heating and hot water system, and the subsequent offer of compensation for this. The repair to the resident’s shower, and the subsequent offer of compensation for this. The associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns regarding the lift maintenance issues. This Service has also considered the landlord’s handling of the resident’s complaint.
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 response to the resident’s request that a former outhouse at the property be rebuilt, given her concerns regarding the amount of space in her kitchen. The landlord’s handling of the associated complaint.
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.
The complaint is about the landlord’s response to the resident’s: reports about repairs to her railing and gate; request for a building completion certificate; concerns about the behaviour of the landlord’s surveyor. The complaint is also about the landlord’s complaints handling.
This complaint is about the landlord’s: Response to the resident’s report of a leak and damage to his ceiling. Handling of the resident’s concerns about a member of its staff’s behaviour towards him. Handling of the associated complaint.
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 is about the landlord’s: response to the resident’s reports of a loss of heating and hot water, and related missed appointments. complaints handling and record-keeping.
The complaint is about The level of service charge for the year 2021/22. Failure to provide a resident warden. The administration of a surplus in the service charge accounts. Complaints 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 |