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.
REPORT COMPLAINT 202203494 Dartford Borough Council 18 October 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 case. […]
The complaint is about the landlord’s: response to the resident’s report of an ongoing leak. complaint handling. This investigation will also consider landlord’s record keeping.
The complaint is about the landlord’s: Handling of damp at the property. Complaint handling. The landlord’s record keeping.
The complaint is about the landlord’s:
The complaint is about the landlord’s handling of repairs to the level access shower and the level of compensation offered.
The complaint is about the landlord’s response to the leaseholder’s reports of an ongoing leak from the roof.
The complaint is about the landlord’s response to the resident’s reports of repairs at her property and her concerns regarding related service charges and the length of time scaffolding was in place. The Ombudsman will also consider the landlord’s complaint handling.
The complaint is about the landlord's response to the resident’s reports of an ongoing roof leak.
The resident’s complaint is about the landlord's handling of disability adaptations to the resident’s property.
The complaint was about: The landlord’s response to the resident’s reports of damp, cracks in the brickwork, wiring, and the resident’s request for the landlord to install loft insulation. The landlord’s complaint handling.
The complaint is about the landlord’s response to the complainant’s concerns about how it terminated her tenancy. The Ombudsman has also considered the landlord’s communication and overall treatment of the complainant throughout the period of the 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 |