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: The resident’s concerns regarding the neighbour’s use of commercial vehicles and allocated car parking spaces. The complaint and level of compensation offered.
The complaint is about the landlord’s response to the resident’s concerns about service charges.
The complaint is about the landlord’s handling of the resident’s reports of cracked walls in the property.
The complaint is about the landlord’s: Handling of repairs to the property’s front door. Complaint handling.
This complaint is about the landlord’s handling of the resident’s reports of problems with the car parking facilities and her request for a disabled parking space.
The complaint is about reported delays in communication from the landlord during the sale of the shared-ownership property, and the impact of these delays.
The complaint is about the landlord’s handling of the resident’s reports of discrepancies on her rent account, resulting in poor communication and misinformation on moving into a new property.
The complaint is about the landlord’s handling of a leak at the rear of the resident’s building.
The complaint is about the landlord’s handling of communications with the resident on her reports of damp and mould in the property.
The complaint is about the landlord’s handling of the resident’s reports of: Antisocial behaviour (ASB). Repairs to his TV aerial. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s queries about his former rent account, and its decision to instruct a debt recovery agency. The resident’s complaint.
The complaint is about the landlord’s response to reports of garden fencing defects. The Ombudsman has also considered the landlord’s complaint handling.
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: Reports of antisocial behaviour (ASB). The associated complaint.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB) in relation to noise nuisance.
The complaint is about the landlord’s handling of the resident’s: Reports of being locked out of the property. Requests for repairs to her front door.
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 handling of: Concerns about asbestos in the property. Repairs to the bathroom. The resident’s complaint.
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.
The complaint is about the landlord’s Handling of work while the resident was decanted. Handling of concerns about staff conduct. Complaint handling.
The resident’s complaint is about the landlord’s handling of his reports of leaks in the bathroom.
This complaint is about the landlord’s handling of: the resident’s reports about the cost and efficiency of her heating system; the associated complaint.
The complaint concerns the landlord’s handling of the resident’s reports about a leak and the related repairs. The landlord’s complaint handling has also been investigated.
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.
This complaint is about the landlord’s handling of repairs to the trickle vent above the living room window of the property.
The complaint is about the landlord’s handling of the resident’s reports of leaks from the roof and interior damp and mould. The Ombudsman has also considered the landlord's complaint handling.
The complaint is about the landlord’s: response to the resident’s reports about: damp and mould; bedbugs; complaints handling.
The complaint is about the landlord’s response to the resident’s request for a replacement tap. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Report of a leak into the property and associated communication. Associated formal 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 the resident’s reports of anti-social behaviour.
The complaint is about the landlord’s response to the resident’s reports that the property was not in a liveable standard when let.
This complaint is about the landlord’s handling of: The resident’s queries about service charges and the administration of her service charge account. The related complaint.
The complaint is about is about: the landlord’s handling of the resident’s reports of damp and mould. the landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of damp and mould reports. The landlord’s handling of the resident’s complaint.
This complaint is about: The landlord’s handling of external repairs. The associated complaint.
The complaint is about the landlord’s handling of: Damp and mould and associated bathroom repairs at the resident's property. The associated complaint.
The complaint is about the landlord’s response to a report of a leak and associated repairs.
The complaint is about the landlord’s response to the resident’s reports about damp and mould at her previous property.
The complaint is about the landlord’s handling of the replacement of the front door. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord’s: Handling of repairs to a communal lift. Complaint handling.
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 response to the resident’s communication preferences.
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.
| 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 |