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 202334997 Fairhive Homes Limited 31 March 2025 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 reports that the previous landlord had given her consent to install a driveway.
The complaint is about the landlord’s handling of the resident’s reports of a leak from her shower. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: Defect repairs. The resident’s complaint.
The complaint is about the landlord’s handling of: Roof repairs including the gutters, fascias and eaves. The complaint.
The complaint is about the landlord’s handling of the resident’s request for a car parking space.
The complaint is about the landlord’s handling of the resident’s: reports of damp and mould reports of repairs to the shed roof complaint
The complaint is about the landlord's handling of the resident’s reports of pests being in her property. The Ombudsman will consider the associated complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about: Damp and mould, and associated repairs. A roof leak. An update to her household details. A request to install an additional light in the kitchen. We have also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s claim for a refund and compensation due to having no heating and hot water.
The complaint is about the landlord’s handling of reports of damp and mould and associated repairs. 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 needed in the property. This includes: Cracks within and outside of the property. Window issues. Front door issues. Damp and mould.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB).
The complaint is about the landlord’s handling of: Leak reports and associated repairs. The resident’s complaint.
The complaint is about the landlord’s response to: Reports of a rodent infestation. Request for compensation for damage due to the infestation. The Ombudsman has also considered the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s response to: The resident’s reports of an ongoing wastewater leak affecting his property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of no heating and hot water.
The complaint is about the landlord’s handling of: A pest infestation. The resident’s complaint.
The complaint is about the landlord’s handling of heating and hot water repairs in the resident’s property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint. There was maladministration in the landlord’s handling of the resident’s complaint as the landlord: Did not respond to the resident’s stage …
The complaint is about the landlord's handling of the resident’s: Concerns about its caretaking and ground maintenance services. Complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) and concerns about staff conduct. Associated complaint.
The complaint is about: The landlord’s handling of repairs to leaking guttering and damaged window and the resident’s reports the required repairs were causing damp and mould. The Ombudsman has investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak and damp and mould. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Report of outstanding repairs to a kitchen ventilation unit. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Report of a blocked communal soil stack pipe. Associated complaint.
The complaint is about the landlord’s: Response to the resident’s concerns over a leak into his property. Handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The complaint is about the landlord’s handling of: Repairs and maintenance within the communal areas of the block. Antisocial behaviour (ASB) from gangs congregating in and around the block. The resident’s concern that he was paying for services that were not being provided and the level of the service charges …
The complaint is about the landlord’s handling of the resident’s: Report that it breached data protection (GDPR) by disclosing she was an employee and resident to third parties. Reports of antisocial behaviour (ASB) caused by neighbours. Associated complaint.
The complaint is about the landlord’s response to the resident’s: Request for information about her service charges. Associated complaint.
The complaint is about the landlord's response to the resident’s: Reports of leaks, damp, and mould. Associated formal complaint.
The complaint is about the landlord’s handling of: Reports of issues with the heating and hot water. The associated complaint.
The complaint is about the landlord’s handling of a rat infestation.
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould and the related repairs. Asbestos and the replacement of his flooring. We have also considered the landlord’s handling of the associated complaints.
The complaint is about: The level of a financial offer the landlord made to the resident.
The complaint is about the landlord’s response to the resident’s: queries about landscaping works. request for noise disturbance compensation. concerns about water meter access. concerns about cladding works. concerns about communications. reports of a leaking balcony. reports of dogs residing in the building. concerns about the cleanliness, maintenance and security …
The complaint is about the landlord's response to the resident's request for a refund of costs incurred when moving out of her previous property following anti-social behaviour.
The resident’s complaint is about the landlord’s handling of her reports of: Repairs to the property. Damp and mould. Repairs to the boiler. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s request for: Replacement of windows in her property. Replacement of the kitchen in her property.
This complaint is about the landlord’s handling of: The resident’s reports of water ingress. The associated complaint.
The complaint is about the landlord’s response to the resident’s request for it to replace the front door and windows at his property.
The complaint is about the landlord’s handling of the resident’s reports of: a leaking pipe in the bathroom and subsequent repairs and temporary housing. the landlord’s connection and removal of appliances and damage to the laminate flooring. repairs to the roof and windows unrelated to the leaking pipe. the associated …
The complaint is about the landlord’s: Handling of the resident’s request for rehousing. Handling of reports of anti-social behaviour.
The complaint is about the landlord’s handling of: Leaks entering the resident’s property. The resident’s reports of antisocial behaviour (ASB).
The complaint is about the landlord’s handling of the resident’s: reports of an odour of sewage in the property. associated complaint.
The complaint is about the landlord’s response to the resident’s reports of defects with his new build property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the front of the building.
The complaint is about the landlord’s handling of an extension to the resident’s starter tenancy. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Reports of leaks into the bathroom. The associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of ASB in 2023. Response to the resident’s report of a storage heater fire. Response to the resident’s reports of damp and mould in the property. Response to the resident’s reports of repair issues in the property. 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 |