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 202102425 Metropolitan Housing Trust Limited 3 May 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 response to the resident’s concerns about the level of compensation offered for a missed appointment.
The complaint is about: The landlord’s response to the resident’s reports about the door entrance system. The landlord’s complaint handling.
The complaint is about the level of compensation offered and organisational learning demonstrated by the landlord following a report of a leak causing damp and mould.
The complaint is about: The landlord's handling of repairs to the resident’s garden gate. The conduct of the landlord’s staff.
The complaint is about the landlord’s response to the complainant’s request to make alterations to his property and an external wall to the building in order to install an air conditioning unit.
The complaint is about the landlord’s decision to withhold a “responsible tenant reward” from the resident.
The complaint is about the landlord’s response to the resident’s reports of water ingress at his property.
The complaint is about the landlord’s handling of: the resident’s report of a roof leak the resident’s request for the front entrance door and glass panel to be repaired the related complaint.
The complaint is about the level of compensation offered for repair delays to the resident’s immersion heater.
This complaint is about the landlord’s handling of the resident’s concerns about the performance of the estate management company.
The complaint is about the landlord’s handling of a repair to the resident’s boiler.
The complaint concerns the landlord’s decision to recharge the resident for repairs following a flood in her property.
The complaint concerns the level of compensation offered by the landlord following delays to fence repairs.
The complaint is about: The landlord’s handling of the resident’s reports of no heating and no hot water. The compensation offered by the landlord for its handling of a repair to the resident’s skylight. The landlord’s response to the resident’s reports of staff conduct.
The complaint is about: The landlord’s handling of repairs to the resident’s heating and hot water system. The landlord’s response to the resident’s reports about the conduct of a member of staff.
The complaint is about: The landlord's handling of repairs to the communal ventilation system. The landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s report of flooding. The landlord’s handling of the complaint.
The complaint is about the landlord’s response to the resident’s request for compensation for leaks, damage and loss of water in the bathroom.
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 a request for compensation following a leak.
The complaint is about: The completeness of information/disclosure provided to the resident’s legal team as part of the disrepair claim. The landlord's views of the facts of the case and the subsequent level of compensation.
The complaint concerns how the landlord responded to the resident’s concerns of low water pressure and the condition of the water supply to the property.
The complaint is about the landlord’s response to the resident’s request for a communal sink.
The complaint is about the landlord’s handling of matters in relation to gas safety checks at the property.
The complaint is about the landlord’s decisions regarding replacing the windows in the resident’s home.
The complaint is about the landlord’s response to the resident’s reports of noise from the water supply to her property and its repairs and compensation for 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 handling of the resident’s request for an outward facing back door.
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 complaint is about the condition of the property.
The complaint is about: T he landlord’s response to the resident’s request for a breakdown of their service charges and increase in charges. The landlord’s handling of the resident’s instructions to market the resident’s property on the resident’s behalf. The landlord’s complaint handling.
The complaint is about the level of compensation offered to the resident following acknowledged service failures in carrying out repairs to fix a roof leak.
The complaint is about: The landlord’s response to the resident’s request for an adaptation of the communal front door. The landlord’s handling of the associated complaint.
The complaint is about the level of compensation offered by the landlord following repairs and improvements works at the residents’ property.
The complaint is about the landlord’s handling of the resident’s reports of an operative causing damage to his property.
The complaint is about the landlord’s handling of the resident’s Right to Buy (RTB) application, including the valuation of the property.
The complaint is about the landlord’s handling of reports of noise disturbance and anti-social behaviour.
The complaint is about the landlord’s: Response to the resident’s reports of a faulty kitchen sink. Complaints handling.
The complaint is about the landlord’s response to the resident’s reports of a leak into the block his property is situated in, causing consequential damp to his ceiling.
The complaint is about the level of compensation offered by the landlord for a missed appointment.
The complaint is about: The landlord’s handling of repairs to the property’s hot water system. The landlord’s complaints handling.
The resident has complained about the replacement of her windows.
The complaint is about the landlord’s response to the resident’s request to install a dropped kerb and driveway at the property.
The complaint is about:
The complaint is about the landlord’s handling of: The resident's reports of an incident involving a member of the landlord’s staff. The associated complaint.
The complaint is about: The resident’s dispute of the accuracy of her service charges. The landlord’s handling of the resident’s service charge enquiries.
The complaint concerns how the landlord responded to the resident’s reports of inappropriate conduct by a staff member.
The complaint is about the landlord’s handling of a kitchen unit replacement.
| 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 |