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 complaint is about the landlord’s handling of the resident’s reported repairs to her floorboards.
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 resident’s reports of damage to her property and belongings following a ceiling collapse. The landlord’s handling of the associated complaint.
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 a pest infestation at the resident’s property.
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 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 the replacement of a gate at the resident’s 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 about leaks into her property, and the subsequent level of compensation offered.
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.
The complaint is about the landlord’s handling of the resident’s request for shower repairs.
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 concerns how the landlord handled repairs to prevent water leaking into the property.
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 a pest infestation in the resident’s property.
The complaint is about the landlord’s communication about the property’s energy supply.
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 communication in relation to the resident’s application to sell the property.
The complaint is about the landlord’s handling of the resident’s reports about its paving slab repairs to the front and rear of his property.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in her property.
The complaint is about the landlord’s handling of reports of Anti-Social Behaviour (ASB), in particular, noise nuisance. The complaint is also about the landlord’s associated handling of the complaint.
The complaint is about the landlord’s handling of kitchen repairs.
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 handling of the resident’s report of a pest infestation in her property.
The complaint is about the landlord’s response to the resident’s concerns over a trellis fence erected by his neighbour.
The complaint is about: The landlord’s offer of compensation in relation to issues and delays with bathroom repairs. The landlord’s complaint handling.
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 reports about the affordability of his heating system.
The complaint is about the landlord’s handling of enquiries concerning the resident’s contents insurance policy.
The complaint is about the landlord’s response to the resident’s reports of ivy growing onto her property from a neighbouring property.
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 complaint is about the landlord’s handling of the resident’s reported issues with her hot water system resulting in a water leak.
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 regarding: The landlord’s response to the resident’s reports of leaks affecting his property, and its handling of related repairs. The amount of compensation offered by the landlord.
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 handling of the resident’s reports about anti-social behaviour from a neighbouring property.
The complaint is about the level of compensation offered by the landlord following a leak into the resident’s property. The Ombudsman has also identified that the landlord’s complaint handling requires investigation as part of this 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 handling of repairs to the resident’s patio doors.
| 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 |