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 response to the resident’s concerns about the lettings service, including the availability of keys to the bin store and meter cupboards. The landlord’s handling of the resident’s concerns about foul smells and fly infestations and not being notified of the problem prior to moving …
The complaint concerns the landlord’s handling of repairs to the resident’s bathroom.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The complaint concerns the landlord’s handling of repairs to the resident’s boiler.
The complaint is about the landlord’s handling of a bed bug infestation at the resident’s property.
The complaint concerns how the landlord responded to the resident’s reports of damp and mould in her property’s bathroom.
The complaint is about the landlord's handling of the resident’s reports of noise nuisance from a neighbour’s property.
The complaint is about the landlord’s handling of repairs at the property.
The complaint is about the landlord’s handling of the resident’s request for various repairs in her property.
The complaint is about the resident’s concerns of asbestos in the property.
The complaint is about the landlord’s handling of the resident’s bid on property.
The complaint is about the level of compensation offered following the resident’s complaint about repairs.
The complaint concerns the level of compensation offered to the resident following a delay issuing a deed of assignment.
The complaint is about the landlord’s handling of: Faults with the resident’s toilets and her concerns about increased water usage and expense. The associated complaint.
The complaint concerns the landlord’s handling of: The resident’s reports of pests in the loft space of the property. The associated formal complaint into this matter.
The complaint is about the landlord’s response to reports about the actions of its contractor when carrying out clearance works at the property.
The complaint is about the landlord’s response to multiple reports that the lift in the resident’s block was broken.
The complaint is about the landlord’s handling of the resident’s reports of issues with condensation affecting her windows and the basement in the property.
The complaint is about the landlord’s response to the resident’s: reports of his neighbours leaving personal items in the communal areas. associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about his property’s heating system.
The complaint is about the landlord’s handling of: Drainage repairs at the resident’s property. The associated complaint.
This complaint is about the landlord’s decision to apply a mould treatment to the felt in the loft rather than replace it.
The complaint is about the landlord’s handling of the resident’s defect repair reports.
The resident complains about the landlord’s response to her report that contractors disturbed and exposed asbestos by drilling into the ceiling. The landlord’s complaint handling and level of compensation has also been investigated.
The complaint is about: the landlord’s handling of the resident’s rent arrears and mutual exchange request. the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of her reports concerning antisocial behaviour (ASB).
The complaint is about the time taken to repair a damaged drain in the resident’s garden.
The complaint is about the landlord's management of repairs to the resident’s heating system.
The complaint is about the landlord’s response to the resident about her ‘Right to Acquire’ application.
The complaint is about the landlord’s handling of a leak in the building that affected the resident’s property.
REPORT COMPLAINT 202118576 Catalyst Housing Limited 23 May 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 about the landlord’s handling of the resident’s reports of damage to the guttering and brickwork at her property.
The complaint is about the landlord providing transportation for the resident to view a property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of allegations of antisocial behaviour (ASB).
The complaint is about the landlord’s handling of plastering works in the resident’s property.
The complaint is about the landlord’s response to the resident’s concerns about his water supply being turned off without notice.
The complaint is about the landlord’s response to the resident’s ongoing issues with heating and hot water.
REPORT COMPLAINT 202103858 Clarion Housing Association 18 May 2023 Our approach The Housing Ombudsman’s approach to investigating and determining […]
The complaint is about the landlord’s handling of ASB issues including the smoking of cannabis and noise nuisance.
The complaint is about the landlord's handling of a dispute regarding access to the resident’s garden.
The complaint is about: The condition of the windows at the property. The landlord’s complaint handling.
The complaint is about the landlords handling of repairs to the resident's boiler.
The complaint is about the landlord’s handling of: Repairs following the resident’s reports of damp in her bathroom. The removal of fly-tipped waste left in the resident’s garden. The resident’s reports of pests within the property and the level of compensation offered.
The complaint concerns the level of compensation offered by the landlord following repairs and maintenance to the car park streetlighting.
The complaint is about the landlord’s response to the resident’s concerns about: The conduct of the landlord’s staff. Record keeping concerning a previous survey. The landlord's response to the reports of outstanding repairs to the kitchen and bathroom. Advice relating to the resident’s responsibility for repairs. The Ombudsman has also …
The complaint is about the landlord’s handling of the repairs to the resident’s external doors and roof.
The complaint is about: the landlord’s handling of the resident’s reports of noise nuisance. the landlords handling of the associated complaint.
The complaint is about landlord’s handling of:
The complaint is about the landlord’s handling of a kitchen refurbishment.
The complaint is about the landlord’s handling of: A repair of the resident's bath. The resident's request for aids and adaptations.
| 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 |