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 outstanding repairs to her boiler leaving her with a lack of heating and hot water, and the level of compensation that it offered her for this.
The level of compensation offered by the landlord in recognition of acknowledged service failures relating to its administration of the resident’s service charge account.
The complaint is about the landlord’s handling of the repair and replacement of the resident’s front door.
The complaint is about the landlord’s response to reports of an alarm fault and its subsequent offer of compensation.
The complaint is about the landlord’s handling of the installation a handrail to the steps at the property.
The complaint is about the landlord’s response to the resident about her request for cyclical works and pigeon spikes.
The complaint is about: The landlord’s response to the resident’s reports of damp and mould in the property and her request for reimbursement for items damaged by the damp and mould. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s request for shower repairs.
The complaint is about the landlord’s response to the resident’s request for his mother’s therapy (support) dog to stay overnight at the property.
The complaint concerns the level of compensation offered by the landlord following the loss of heating and hot water at the property.
The complaint is about the landlord’s handling of the resident’s concerns regarding the security of her post-box in the communal area.
The complaint is about the landlord’s response to the resident’s reports of repair issues with the bathroom.
The complaint is about: The landlord’s handling of the resident’s report of recurrent leaks from the property above.
The complaint is about the landlord’s response to the resident’s concerns about repairs following a leak.
The complaint is about the landlord’s handling of the resident’s application for a mutual exchange.
The complaint is about the landlord’s response to the resident’s report of a leak underneath her kitchen sink and the subsequent repair issues.
The landlord’s handling of the resident’s reports of anti-social behaviour.
The complaint is about the landlord’s response to resident reports of an unsafe garden and the level of compensation offered.
The complaint is about the landlord’s response to the resident’s request to remove him from the joint tenancy.
The complaint is about: The landlord’s handling of renewal works to the resident’s bathroom. The landlord’s complaint handling and record keeping.
The complaint is about the level of compensation offered in relation to the handling of the repair to the boiler and the related formal complaint.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance from a neighbouring property.
The complaint is about: The landlord’s handling of repairs to the plastering and kitchen units in the resident’s property and his concerns about subsidence. The landlord’s handling of the associated complaint. The landlord’s handling of the repairs and the resident’s decant (temporary move) following its final response to his complaint.
The complaint is about the landlord’s response to issues raised by the resident after she returned to the property following a decant for repairs.
The complaint is about the landlord’s decision to remove the resident’s porch enclosure and replace it with a canopy.
The complaint is about the landlord’s handling of: The resident’s claim for damages to reimburse her for the cost of her own contractors’ works to deal with damp and water leaking through her kitchen wall. The resident’s reports of outstanding repairs to deal with damp and water leaking through her …
The complaint is about the landlord's handling of the resident's reports of no heating.
The complaint is about the landlord’s handling of the resident’s fence repair and its communication about this.
The complaint is about the landlord’s handling of the resident’s reports of condensation in her property.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property.
The complaint is about: The condition of the property at the start of the tenancy and the landlord’s handling of the required repairs. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of it being excessively cold in the property. The resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s reports of noise nuisance from the communal door. The landlord’s complaint handling
The complaint concerns how the landlord responded to the resident’s reports of leaks into the property and how it handled repairs to resolve the issue.
The complaint is about the landlord’s handling of: Repairs to the resident's flooring. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports concerning the repairs and security of the communal bin store. The associated complaint handling.
The complaint is about the landlord’s response to:
The complaint is about the landlord’s handling of: The resident’s reports of noise transference from her neighbour’s property. The associated complaint.
The complaint is about the landlord’s handling of the removal of a hanging unit above the resident’s cooker.
The complaint is about the landlord’s handling of: Repairs to the bathroom extractor fan. Repairs to the back door. Damp and mould in the property.
The complaint is about the level of compensation that the landlord has offered to the resident for the delay in repairing a faulty external door that did not lock.
The complaint is about the landlord’s handling of a repair to the resident’s boiler.
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: 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 is about the landlord’s decisions regarding replacing the windows in the resident’s home.
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 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: 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 landlord’s response to the resident’s request for an adaptation of the communal front door. The landlord’s handling of the associated 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 |