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 administration of the resident’s rent account. The resident’s concern in relation to receiving invoices from the local authority’s Housing Benefit service. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s response to the reports of a repair needed to the intercom system. The landlord’s response to a repair reported about the side gate lock. The landlord’s response to the resident’s concerns about the cleaning service on the estate. The landlord’s handling of the associated …
This complaint is about the landlord’s handling of the resident’s reports of a pest infestation.
The complaint refers to: The landlord’s administration of the resident’s rent account.
The complaint is about: the landlord’s handling of repairs to the exterior of the resident’s property; and the landlord’s complaints handling.
REPORT COMPLAINT 201914186 London Borough of Hackney 26 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
This complaint is about the landlord’s response to the resident’s concerns about how it dealt with an infestation at his building following the discovery of a decomposing body in a neighbour’s flat.
The Complaint is about the landlord’s response to residents’ reports about: The level of compensation provided for acknowledged repairs failures at the property. Inappropriate conduct and attending the property without notice. Complaints handling.
The complaint is about the landlord’s response to the resident’s reports of damp and mould in his property.
The complaint concerns the landlord’s handling of repairs to the resident’s fence.
The complaint is about: The landlord’s administration of the resident’s rent account. The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of the resident’s key return at the end of the tenancy.
The complaint is about the landlord’s response to the resident’s reports about: anti-social behaviour counter allegations
The complaint is about the landlord’s response to the resident’s reports regarding repair works to the ‘threshold’ at his patio door and the subsequent amount of compensation it offered.
The complaint is about the landlord’s response to a plumbing repair.
The landlord’s response to the resident’s request for maintenance and cyclical works at the property.
REPORT COMPLAINT 202002309 Peabody Trust 2018 5 February 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 complaint is about the landlord’s response to the resident’s reports regarding a rodent infestation at her property and the amount of compensation it subsequently offered.
The complaint is about the landlord’s handling of the resident’s: reports of a rotten patio door and damp and mould; associated formal complaint.
The complaint concerns the landlord’s handling of the resident’s request to repair the back fence and gate in his property.
The resident has complained that: The landlord failed to respond to their initial reports of a fly infestation The landlord took too long to respond to a leak and the resulting remedial works The landlord took too long to remove an abandoned mattress by the property
REPORT COMPLAINT 202000513 Peabody Trust 29 January 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 […]
The resident complains about the landlord’s response to his requests for CCTV footage.
The complaint is about the landlord’s response to multiple requests for repair works to the resident’s heating system.
REPORT COMPLAINT 202005167 Peabody Enterprises Limited 25 January 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 complaint is about the landlord’s response to the resident’s request for compensation in relation to repairs to the property’s guttering, patio door, boiler, wet room and damp and mould.
The complaint is about the landlord’s handling of the resident’s requests for repairs to her hand basin, kitchen ceiling and immersion heater.
The complaint refers to: The Landlord’s handling of repairs to the Resident’s bathroom. The Landlord’s complaint handling of this matter.
The leaseholder (shared owner) has complained that the landlord took too long to respond to two queries during the sale of their home.
The complaint is about: Section 20 work that was completed by the landlord at the resident’s property in 2016. Charges for the section 20 works which the resident opted out of. The landlord’s response to the resident’s request to produce a revised invoice for section 20 works. The landlord’s handling …
The complaint is about the landlord’s handling of the resident’s reports about the standard of grounds maintenance being provided.
The complaint is about:
The complaint is about the landlord’s response to the resident’s reports of contractors arriving at his property without identification and entering a room without his permission.
The complaint is about the landlord’s complaint handling and compensation offer, in respect of its response to a reported problem with the resident’s kitchen sink.
REPORT COMPLAINT 202003452 Eastbourne Borough Council 31 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
The complaint is about: the level of compensation offered by the landlord for its response to the resident’s report of a bad odour from her sink and bathroom drainage the landlord’s handling of the associated complaint the level of compensation offered by the landlord for the handling of an increase …
REPORT COMPLAINT 201908242 Hyde Housing Association Limited 23 12 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The complaint is about the landlord’s handling of concerns raised in respect of the installation of a new kitchen.
The complaint concerns how the landlord handled the resident’s request to amend her joint tenancy after her ex-partner left the home.
The complaint is about The landlord's response to the resident's reports of his shower not draining correctly. The landlord’s handling of the associated complaint.
The complaint is about delay to the landlord installing new windows at the property.
The complaint is about: the landlord’s response to the resident’s reports of damp and mould in the property; the landlord’s response to the resident’s concerns over subsidence to the building; the landlord’s handling of the corresponding complaint.
This complaint is about the landlord’s response to: The resident’s request for rehousing. The resident’s reports of damp and mould in her property, disrepair to extractor fans in her kitchen and bathroom, and broken window handles in her dining room.
REPORT COMPLAINT 202002986 Basildon Borough Council 15 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
This complaint is about the landlord’s handling of the resident’s application to purchase her property under the Right to Acquire (RTA) scheme.
This complaint is about the landlord’s response to the resident’s concerns about the Energy Supply Agreement it sent to their solicitor during the purchase of their property.
REPORT COMPLAINT 202002302 Clarion Housing Association Limited 8 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The complaint refers to: The length of time taken for the Landlord to complete repairs to the Resident’s property. The Landlord’s complaint handling of this matter.
The complaint is about the landlord’s handling of the applicant’s application for a property.
The complaint is about the landlord’s: response to the resident’s reports that other residents were allowing strangers to access the building; response to the resident’s reports that other residents had left their personal property in a communal area causing a hazard ; and 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 |