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 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 about: The landlord's response to the resident’s reports of poor quality works and delays to his bathroom renewal. The landlord’s lack of communication in relation to his decant.
The resident complained about grounds maintenance in communal areas and the landlord’s response to her request for reimbursement of service charges.
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) from a neighbour, particularly noise nuisance. Whether the soundproofing was installed correctly. The council’s handling of the Community Protection Notice (CPN) and installation of recording equipment. The landlord’s handling of the resident’s formal complaint.
The complaint is about the landlord’s response to the resident’s reports of an infestation. This service has considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: reports of a loss of the hot water supply within his property between June and July 2022. reports of a loss of the heating and hot water supply within his property between October and December 2022. associated complaint.
The complaint is about the landlord’s handling of the sales process for the resident’s property.
The complaint is about the landlord’s handling of the resident’s staircasing application.
The complaint is about the landlord’s response to the resident concerning: A lack of heating and hot water in 2020. Repairs to a front door. A lack of heating and hot water and damage to a carpet in 2021.
The complaint is about the landlord’s handling of the resident’s purchase of their home through the Right to Buy scheme.
The complaint is about the landlord’s response to the resident’s: reports of a broken toilet within her property. associated complaint.
The complaint is about: the level of compensation awarded following repairs in the kitchen; and the associated complaint.
The complaint is about the landlord’s handling of repairs to the resident’s bathroom floor.
The complaint concerns the landlord’s handling of repairs to the resident’s boiler.
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 response to reports about the actions of its contractor when carrying out clearance works at the property.
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 complaint is about: the landlord’s handling of the resident’s rent arrears and mutual exchange request. the landlord’s complaint handling.
The complaint is about the landlord’s handling of plastering works in the resident’s property.
The complaint is about the landlord’s handling of a kitchen refurbishment.
The complaint is about the level of compensation offered for the landlord’s acknowledged service failures relating to the repair of the boiler at the property. The landlord’s complaints handling has also been investigated.
The complaint is about: The landlord’s handling of repairs to the resident’s ventilation system. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about the condition of her neighbour’s garden and foxes gaining access into her garden.
The complaint is about the landlord’s administration of the resident’s rent account.
The complaint is about the handling of repairs to the property following a leak, the condition of the property when handed back to the resident and the level of compensation offered by the landlord.
The complaint is about the landlord’s response to the resident’s reports about the condition of the storage heaters within the property and their subsequent energy usage.
REPORT COMPLAINT 202209004 Aster Housing Group Limited 2 September 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what […]
The complaint is about the landlord’s handling of a notice ordering the resident to not smoke in his property prior to, and during works carried out by contractors, and its response to his associated reports of harassment.
The complaint is about the landlord’s handling of the resident’s request to have her windows replaced.
The complaint is about the landlord’s handling of the resident’s reports of no heating following the replacement of her boiler.
The complaint is about the tone, content and language used in correspondence the residents received from the landlord.
The complaint is about the landlord’s handling of the repairs to the heating and hot water system, and the amount of compensation offered.
The complaint is about the landlord’s handling of the resident’s concerns regarding grounds maintenance and his request for a refund of the grounds maintenance service charge.
The complaint is about the landlord’s response to the resident’s: reports of damage to hall carpet caused by a previous repair and the related complaint.
The complaint is about: The landlord’s response to the resident’s request for information about the 2019/20 service charges. The level of service charges for communal electricity and grounds maintenance and whether the charges were correct. The landlord’s handling of the resident’s complaint regarding the service charges.
The complaint is about the level of compensation the landlord has offered for damage caused by its contractor to the wallpaper and a set of drawers in the resident’s bedroom.
The complaint is about the landlord's handling of the resident’s reports of poor quality work and damage caused by contractors when replacing her kitchen and bathroom, and the compensation offered for this.
The complaint is about the landlord’s response to the resident’s reports of broken fence posts.
The complaint is about the landlord’s handling of the resident’s rehousing request.
The complaint is about the landlord’s handling of the resident’s reports about a pest infestation.
The complaint is about the landlord’s handling of a pest infestation at the resident’s property.
The complaint is about the landlord’s handling of: Its communication with the resident regarding her rent arrears. The associated complaint.
The complaint is about the landlord’s handling of: the checks it carried out prior to the resident moving in (the landlord’s void inspection). The resident’s reports of damp and water leaks in the property.
The complaint is about: The landlord’s handling of repairs to the resident’s roof and the subsequent compensation offer. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of noise nuisance.
REPORT COMPLAINT 202205220 Grand Union Housing Group Limited 14 October 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. […]
The complaint is about the landlord’s handling of the resident’s request for permission to install a charging point for an electric Motability vehicle.
The complaint is about the landlord’s handling of the resident's concerns regarding their heating and hot water system.
The complaint concerns how the landlord handled repairs to prevent water leaking into the property.
| 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 |