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 resident complains about: the landlords handling of data protection, the quality of the call transcripts and the advice provided about call recordings in relation to his Subject Access Request (SAR). how the landlord handled his reports of the faulty water pump and the subsequent pump replacement. how landlord staff …
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in his property. The landlord’s associated complaint handling.
The complaint is about:
The complaint is about the landlord’s handling of a back surge of communal drain water into the property and its subsequent response to the complaint and compensation offer.
The complaint is about the landlord’s handling of the resident’s reports of noise transference in her property.
The complaint is about the landlord’s response to the resident’s reports about her service charge account.
The complaint is about the: level of grounds maintenance service charges. landlord’s response to the resident’s concerns about the standard of the grounds maintenance.
The complaint is about the landlord’s handling of the resident’s concerns regarding her front and back door.
The complaint was about: The landlord‘s response to the resident’s report of rodent infestation, including the level of compensation offered to the resident. The landlord’s complaint handling, including delays in responses.
The complaint is about the landlord’s handling of the resident’s reports of a leak, his requests for compensation, and his request to view its compensation policy.
The complaint is about the landlord’s response to the resident’s reports of noise nuisance.
The complaint is about: The landlord’s handling of the resident’s parking arrangements. The landlord’s associated complaint handling.
The complaint is about the landlord’s handling of its letting process, including the terms set out in the tenancy agreement.
The complaint is about how the landlord communicated with the resident in relation to a gas safety check appointment.
The complaint is about the landlord’s: Response to the resident’s reports of a leak at a neighbouring property and the subsequent repairs and associated damage. Complaint handling. Response to the resident’s reports of a leak at the property which occurred in 2018. Response to the resident’s request for compensation for …
The complaint is about the landlord’s failure to provide accounts for the period of 2018-2019 and 2019-2020, as requested by the resident.
This complaint is about the landlord’s handling of the resident’s reports of noise related ASB by her neighbour.
REPORT COMPLAINT 202100151 Vivid Housing Limited 10 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 is […]
This complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) noise nuisance.
The complaint is about: The landlord’s handling of the resident’s communal electricity charges and refund. The landlord’s handling of the resident’s associated complaint.
The complaint is about the landlord’s response to the resident’s reports about service charges and communal cleaning and maintenance.
The complaint is about the level of compensation offered to the resident further to his reports of leaks into his property. The resident made a formal complaint on 23 May 2020 that the landlord had not dealt with disrepair to his home. He felt his family was at risk as …
The complaint concerns: The landlord’s handling of the resident’s reports of damp and mould in property. Complaint handling.
The complaint is regarding: The landlord’s response to the resident’s report of a leak. The landlord’s complaint handling.
The complaint is about the landlord's: Administration of the rent account and its subsequent decision to recover a refund made in error. Failure to respond to a data protection request.
This complaint is about the landlord’s handling of: its eviction of the resident due to rent arrears; the disposal of the resident’s possessions after the eviction; the related complaint.
The complaint is about the landlord’s: Handling of the resident’s requests for repairs to his kitchen extractor fan. Investigation into the conduct of a member of its staff.
This complaint is about the redress offered by the landlord in respect of its acknowledged delays and failures whilst handling damp and mould repairs.
The complaint is about the landlord’s handling of floor and ceiling repairs and response to reports of damage to the resident’s belongings.
The complaint is about the landlord’s: Handling of the resident’s request for the replacement of his living room window. Associated complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of a leak and resulting mould in the bathroom of his property. The landlord’s handling of the associated complaint.
REPORT COMPLAINT 202108164 EMH Housing and Regeneration Limited 16 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. […]
The complaint is about the landlord’s response to the resident’s reports that a contractor had damaged his vacuum cleaner beyond repair and left his carpet in an unacceptable condition.
REPORT COMPLAINT 202104088 Clarion Housing Association Limited 5 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. […]
The complaint is about the landlord’s: response to the resident’s reports concerning damp and mould at the property. complaints handling.
The complaint is about: The landlord’s handling of repairs to the resident’s drains. The landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of leaks in the heating system in his property. Complaint handling.
The complaint is about: The landlord’s handling of the administration of the resident’s rent account. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s kitchen refurbishment and the compensation it offered.
This complaint is about the landlord’s handling of the resident’s reports of mould growth in his property.
REPORT COMPLAINT 202015762 Hyde Housing Association Limited 17 August 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 response to the resident about kitchen doors, a washing machine not being reconnected, a vent, and a request for a repairs list.
The complaint is about the landlord’s response to the resident’s reports of: Mould and damp at the property. Issues with the heating and hot water at the property and its efficiency. Tree maintenance and the provision of a survey report. The landlord’s complaint handling.
The resident complains that the landlord misadvised him on the time limits to appeal the District Valuer’s determination on his property.
The complaint is about: The landlord’s response to the resident’s reports of an infestation of carpet beetles and dust mites in his property. The landlord’s handling of the associated complaint.
The complaint concerns how the landlord handled repairs to the resident’s kitchen.
The complaint is about the landlord’s response to: The resident’s concerns regarding the level of service charges. The administration of the service charge account and its communication.
The complaint is about: The landlord’s response to the resident’s request to carry out alterations to her garden. The landlord’s handling of the associated complaint.
The complaint is about: The landlord's handling of repairs to the resident's front door. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of water leaks from October 2020 onwards. The landlord’s handling of the resident’s reports of historical water leaks. The impact the landlord’s handling of the reports had on the resident’s health.
| 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 |