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: reports of a leak affecting their property. request for suitable alternative accommodation while works to the repair the leak were undertaken. concerns regarding the conduct of its staff. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports concerning the conduct of its contractor’s staff and the resulting ‘duty of care’ alert raised against the resident by its contractors. The associated complaints.
This complaint is about the landlord’s handling of: The resident’s concerns about the standard of communal cleaning. The associated complaint.
The complaint is about the condition of the property at the start of the tenancy.
The complaint is about: The landlord’s handling of the resident’s concerns about the energy performance of the property including the cost to heat it and condition of the heating system. The landlords handling of the resident’s complaint.
The complaint concerns the landlord’s handling of the resident’s reportedly unacceptable behaviour.
The complaint is about the time taken to prepare the property at the start of the tenancy.
The complaint is about the landlord’s handling of: the resident’s concerns about the provision of parking control; and the resident’s complaint.
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 management of the resident’s rent account.
The complaint is about: The landlord’s handling of reported noise disturbances from the building’s water pumps. The associated complaint.
The complaint is about the landlord’s removal of the resident’s belongings following the end of his tenancy.
The complaint is about the landlord’s: response to the resident’s concerns about the provision and delivery of communal cleaning to the block; and complaint handling.
The complaint is about: The landlord’s handling of antisocial behaviour (ASB) reports. The landlord’s handling of the resident’s complaint.
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 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 concerns how the landlord responded to the residents reports of tiles coming loose and mould in the bathroom of the property.
The complaint is about the landlord’s handling of the resident’s annual gas safety inspection. The Ombudsman has also considered the amount of compensation the landlord offered the resident in response to her complaint.
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 handling of delays to the construction, and subsequent purchase, of the resident’s new build shared ownership property.
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 repairs to: The back door, kitchen door and living room doors at the resident’s property. External brickwork and the kitchen and living room windows which resulted in damp at the resident’s property. The complaint is also about the landlord’s handling of a …
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 response to the resident’s concerns about: The repair of a ventilation grill at her property. The conduct of a staff member of the landlord.
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 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.
The complaint is about the landlord’s handling of the resident’s right to acquire application.
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 landlord's handling of repairs to the resident’s ceilings, and its subsequent compensation offer. The landlord's handling of the associated complaint.
The complaint concerns how the landlord handled the renewal of the kitchen in the property.
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 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 is about: The landlord’s response to the resident’s concerns about the lettings service, including the availability of keys to the bin store and meter cupboards. The landlord’s handling of the resident’s concerns about foul smells and fly infestations and not being notified of the problem prior to moving …
The complaint concerns the landlord’s handling of repairs to the resident’s bathroom.
The complaint concerns the landlord’s handling of repairs to the resident’s boiler.
The complaint is about the landlord’s handling of a bed bug infestation at the resident’s property.
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 handling of the resident’s reports of noise nuisance from a neighbour’s property.
The complaint is about the landlord’s handling of repairs at the property.
The complaint is about the landlord’s handling of the resident’s request for various repairs in her property.
The complaint is about the resident’s concerns of asbestos in the property.
The complaint concerns the landlord’s handling of: The resident’s reports of pests in the loft space of the property. The associated formal complaint into this matter.
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.
The complaint is about the landlord’s response to the resident’s concerns about his property’s heating system.
This complaint is about the landlord’s decision to apply a mould treatment to the felt in the loft rather than replace it.
| 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 |