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.
REPORT COMPLAINT 202303389 Stonewater Limited 15 March 2024 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 remedial works to the property following a flood.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs required at the property. Request for rehousing.
The complaint is about the landlord’s: Handling of the annual gas safety inspection at the resident’s property and its communication. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of fleas in the property. Complaints handling.
This complaint is about the landlord’s handling of: Latent defects in the resident’s bathroom. The associated complaint.
The complaint is about the landlord’s response to the resident concerning a fire at the block.
The complaint is about the landlord’s response to the resident’s reports of a leak in the kitchen and the level of compensation offered.
The complaint is about the condition of the property at the start of the tenancy.
The complaint is about the landlord’s handling of the resident’s reports of damage to her kitchen cupboards.
The complaint is about the landlord’s: Handling of repairs to the property’s heating and hot water. Complaint handling.
The complaint is about the landlord letting a property to the resident without a carbon monoxide (CO) alarm.
The complaint is about the landlord’s response to the resident’s reports of leaks into his property in 2022.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance. The Ombudsman has also investigated the landlord's complaint handling.
The complaint is about the landlord’s handling of a staircasing application made by the resident.
The complaint is about the landlord’s: response to the resident’s concerns regarding the allocation and size of parking spaces; handling of the resident’s complaints concerning maintenance and refurbishment works.
The complaint is about the landlord’s handling of: Requests for a refurbished bathroom. Reports of antisocial behaviour (ASB) and noise nuisance from a neighbouring property.
The complaint is about the landlord’s handling of the resident’s: Concerns about not being consulted prior to introducing alternative parking enforcement on the estate. Associated formal complaint.
The complaint is about the landlord’s: handling of the resident’s requests to adapt its communication to meet her accessibility needs. complaint handling.
The complaint is about the landlord’s handling of a burst pipe and subsequent damage.
This complaint is about the landlord’s handling of the resident’s complaint about the reduced size of a disabled parking bay.
The complaint is about the landlord’s: Decision to increase the property’s rent. The landlord’s communications with the resident.
The complaint is about the landlord’s handling of the resident’s reports of vermin in her property.
The complaint is about the landlord’s handling of the resident’s: reports of a leak affecting their property. request for suitable alternative accommodation while works to the repair the leak were undertaken. concerns regarding the conduct of its staff. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s provision of information relating to: Parking. Snags and defects.
The complaint is about the landlord’s handling of: The resident’s reports concerning the conduct of its contractor’s staff and the resulting ‘duty of care’ alert raised against the resident by its contractors. The associated complaints.
This complaint is about the landlord’s handling of: The resident’s concerns about the standard of communal cleaning. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) against his neighbour. The landlord’s handling of counter-allegations of ASB against the resident made by the neighbour.
The complaint is about the landlord’s: Handling of reports about bedbugs in the property. Complaint handling.
The complaint is about the condition of the property at the start of the tenancy.
The complaint is about: The landlord’s handling of the resident’s concerns about the energy performance of the property including the cost to heat it and condition of the heating system. The landlords handling of the resident’s complaint.
The complaint concerns the landlord’s handling of the resident’s reportedly unacceptable behaviour.
The complaint is about the time taken to prepare the property at the start of the tenancy.
This complaint is about the landlord’s: Response to the resident’s reports of missing window keys. Complaint handling.
The complaint is about the landlord’s response to the resident’s: Request to have a full refund of surplus water charges which was billed in error. Associated complaint.
REPORT COMPLAINT 202200954 Peabody Trust 27 October 2023 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: A flood at the residents’ property and their damaged belongings. The associated complaint.
The complaint is about the landlord’s handling of: the resident’s concerns about the provision of parking control; and the resident’s complaint.
The complaint is about the landlord’s response to a request for a refund of the credit on the rent account.
REPORT COMPLAINT 202216910 Livv Housing Group 1 November 2023 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 regarding the landlord’s; Communication and handling of the resident’s queries regarding service charges. Complaints handling.
This complaint is about the landlord’s: Handling of the resident’s rehousing application. Response to the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s report of a leak from the flat above.
The complaint is about the landlord’s handling of the resident’s request for repairs.
The complaint is about the landlord’s management of the resident’s rent account.
The complaint is about: The landlord’s handling of reported noise disturbances from the building’s water pumps. The associated complaint.
The complaint is about the landlord’s removal of the resident’s belongings following the end of his tenancy.
The complaint is about the landlord’s: response to the resident’s concerns about the provision and delivery of communal cleaning to the block; and complaint handling.
The complaint is about: The landlord’s handling of antisocial behaviour (ASB) reports. The landlord’s handling of the resident’s complaint.
The landlord’s handling of: Damp and mould within the resident’s property and request for new windows. The resident’s request to be rehoused on medical grounds.
| 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 |