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 communication regarding obtaining an energy performance certificate and its process for installing solar panels. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Complaint.
The complaint is about the landlord’s handling of the: Resident’s reports of damp and mould. Resident’s reports of concerns with the drainage at the property. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs. Concerns about subsidence. Reports of harassment, victimisation, and intimidation by the neighbours. Request for a designated parking space The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's response to the resident’s reports of faulty windows and her request to have all the windows in the property replaced.
The complaint is about the landlord’s response to the resident’s reports of long-standing issues with his adapted shower room, and subsequent compensation offered. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A homelessness prevention grant application and related property transfer. Costs the landlord has requested for: Replacing two doors. Repairing a hole in the hallway door. Clearing the garden and house. Court costs. The landlord’s decision to start legal proceedings. The Ombudsman has …
The complaint is about the landlord's handling of the resident's request to: Unblock drain and gutters. Maintain and clean the roof. Replace an outside light at the property. Install a back gate. Maintain an alleyway directly behind his property.
REPORT COMPLAINT 202316347 Vivid Housing Limited 25 November 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 case. […]
The complaint is about the landlord’s handling of the resident’s concerns regarding the conduct of a member of its staff.
The complaint is about the landlord’s handling of the resident’s: Concerns after a leak at the property. Associated formal complaint.
The complaint is about the landlord’s handling of boiler repairs.
The complaint is about the landlord’s handling of the resident's concerns with the boiler and its subsequent offer of compensation.
The complaint is about the landlord’s handling of the resident’s: Pursuance of monies due to him under a court order. Concerns about a standing order on the rent account.
The complaint is about the landlord’s handling of the resident’s: Reports of a missing communal door and delays in replacing it. Reports of antisocial behaviour (ASB). Request for rehousing. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Application to be rehoused on medical grounds. Related complaint.
This complaint is about the landlord’s response to the resident’s reports of heating issues. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of repairs required to the intercom system. The associated complaint.
The complaint is about the landlord’s handling of floods at the property in 2022.
The complaint is about: The landlord’s response to reports of leaks, damp, and mould. The landlord’s response to reports of pests in the property.
The complaint is about the landlord’s handling of: The resident’s reports of leaks, damp and mould and associated repairs at the property. The resident’s reports of her property being underheated. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s: handling of renovation works to the property. response to reports of damp and mould in the property.
The complaint is about the landlord’s handling of: Repairs. The resident’s reports of damp and mould. The resident’s reports of a pest infestation. The resident’s complaint.
The complaint is about the landlord’s response to the resident’s concerns about the information it provided regarding the service charges. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s request to repair her central heating system. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint concerns the landlord’s handling of: The resident’s reporting of damp and mould. The resident’s concerns with the smoke alarm. The repairs to the property. This report has also looked at the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of damp, mould, and the associated repairs.
The complaint is about: The landlord’s handling of the resident’s reports of noise transfer from the cold-water tank room. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Response to the resident's concerns relating to the communal heating system. Complaint handling.
REPORT COMPLAINT 202234246 The Riverside Group Limited 22 November 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 report that the locks on her pram shed were changed and personal items removed. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the windows and doors in the resident’s property. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about fire doors.
The complaint is about: The landlord’s handling of the resident’s reports of repairs. The landlord’s handling of the resident’s reports of anti-social behaviour (asb). The landlord’s regard for the needs of the resident’s household The landlord’s handing of the resident’s associated complaint. The landlord’s handling of her rehousing request.
The complaint is about the landlord’s handling of the resident’s service charge queries. The Housing Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of repairs caused by possible subsidence.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould. The landlord’s handling of the resident’s request for compensation and the removal of her damaged possessions. The landlord’s handling of the resident’s complaint. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of: Recurring roof leaks. Replacing a velux roof window. The Ombudsman has also investigated the landlord’s handling of the resident’s associated complaints.
The complaint is about the landlord’s handling of a leak in the property.
The complaint is about the landlord’s handling of the resident’s: responsive repairs. subsequent complaint.
The complaint is about: The landlord’s handling of the resident’s reports of a leak from the flat upstairs . The landlord’s handling of the resident's complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of condensation in the loft. Reports of outstanding repairs to the kitchen. Associated complaint.
The complaint is about the resident’s reports about the landlord’s handling of; Issues within the communal areas including repairs to the entrance gates and alleged antisocial behaviour (ASB). The associated service charges. The Ombudsman has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s decision to charge the resident rent for a new tenancy during the period the property was uninhabitable although: Adaptations were not complete. It had no hot water or gas supply or gas safety certificate.
The complaint is about the landlord's handling of: Repairs to the communal lift. The resident’s associated complaint.
The complaint is about the landlord’s handling of: The resident’s request for alterations to the access point and privacy of the balcony.
The complaint is about the landlord’s: Handling of repairs to the loft area following a roof leak. Decision not to repair or replace the worn roofing felt.
The complaint concerns the landlord’s handling of the resident’s requests for: A rent refund. Proof of permission for home improvements and compensation for the associated costs. The Ombudsman also considered the landlord’s handling of the resident’s related complaint.
The complaint is about the landlord's response to the resident’s: Report of an incorrect EWS1 form . Requests for updates regarding cladding remediation works. Request to buy back his property. Enquiries about increased service charges. Complaint.
The complaint is about the landlord’s handling of the resident’s reports of repairs needed to the intercom system. The Ombudsman has also investigated the landlord’s complaint handling.
| 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 |