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 and response to the resident's concerns regarding the administration and communication of the service charge for 2023-24, in particular the increase of the charge for communal electricity.
The complaint is about the landlord’s handling of the resident’s: Request for adaptations to the front door. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of harassment and noise by a neighbour. Concerns about staff and information they had provided to a third party. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The complaint is about the landlord’s response to the resident’s repair requests. reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of: The resident’s report of a leak in the property and the associated repairs. The decant of the resident into temporary accommodation. The resident’s claim for compensation for damage to his personal possessions.
This complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB). The associated complaint.
REPORT COMPLAINT 202214511 Clarion Housing Association Limited 10 September 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 […]
The complaint is about: The landlord’s handling of damp and mould reports. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s request for a permanent decant due to damp and mould in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s decision to evict the resident and dispose of her personal belongings from the property. The landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the annual gas safety inspection at the resident’s property and its communication. Complaint 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 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 a burst pipe and subsequent damage.
The complaint is regarding the landlord’s; Communication and handling of the resident’s queries regarding service charges. Complaints handling.
The complaint is about: The landlord’s handling of repairs to windows at the property. The Ombudsman has also considered the landlord's complaint handling.
The complaint is about: the landlord’s response to the resident’s concerns that the neighbours’ camera doorbells resulted in a loss of privacy for himself and his family, and; complaint handling and the amount of compensation offered.
REPORT COMPLAINT 202207384 Clarion Housing Association Limited 18 July 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 […]
The complaint is about the landlord’s handling of a bed bug infestation at the resident’s 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.
REPORT COMPLAINT 202103858 Clarion Housing Association 18 May 2023 Our approach The Housing Ombudsman’s approach to investigating and determining […]
REPORT COMPLAINT 202206997 Clarion Housing Association Limited 9 March 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 […]
The complaint is about the landlord’s handling of: The resident’s reports of loss of hot water from the kitchen tap. The associated complaint.
The complaint concerns: How the landlord handled the resident’s concerns relating to the communal electricity in the building being suppled from the resident’s meter. The associated formal complaint into this matter.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (‘ASB’) by his neighbours, including noise and throwing cigarette butts into the resident’s garden.
The level of compensation offered by the landlord in recognition of acknowledged service failures relating to its administration of the resident’s service charge account.
The complaint is about the landlord’s response to the resident about her request for cyclical works and pigeon spikes.
The complaint is about the landlord’s response to the resident’s request to remove him from the joint tenancy.
The complaint is about the landlord’s response to issues raised by the resident after she returned to the property following a decant for repairs.
The complaint is about the level of compensation that the landlord has offered to the resident for the delay in repairing a faulty external door that did not lock.
REPORT COMPLAINT 202015561 Clarion Housing Association Limited 7 April 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 […]
The complaint is about the landlord’s handling of: The resident’s concerns about the communal window cleaning service. The resident’s concerns about its lack of communal cleaning services and its administration of her service charges for these.
The complaint is about the landlord’s response to the resident’s reports of a leak from the roof of the property.
The complaint is about: The landlord’s response to the resident’s report of a leak and the level of compensation offered. The landlord’s handling of the associated complaint.
The resident has complained about the replacement of her windows.
The complaint is about the landlord’s handling of a kitchen unit replacement.
The complaint is about the landlord’s handling of: boiler repairs at the resident’s property. The associated complaint.
REPORT COMPLAINT 202107098 Clarion Housing Association Limited 11 February 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 […]
The complaint is about the landlord’s handling of repairs to a window.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbour. The Ombudsman has also considered the landlord’s handling of the complaint.
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: 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: 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 …
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 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.
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.
| 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 |