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 level and reasonableness of the service charge. The landlord’s response to the resident’s enquiries about repairs to a dormer window at the building. The landlord’s response to the resident’s enquiries about repairs to a communal tap, pipe and guttering at the building. The landlord’s complaints …
The complaint concerns the landlord’s response to the resident’s requests for it to replace her poorly performing heating system.
This complaint is about the landlord’s handling of: a consultation with residents prior to the introduction of a parking control scheme; the related complaint.
The complaint is about the landlord’s decision not to repair or replace a front fence at the resident’s property.
The complaint is about the length of time taken to carry out repairs.
The complaint concerns the resident’s request for the landlord to change the classification of the property from a three bedroom to a two bedroom.
The complaint is about the landlord’s response to the resident’s: request to repair the door-shutting mechanism to a communal door. complaint about the above matter.
The resident complains about the landlord’s handling of his Voluntary Right to Buy (VRtB) application, and its response to his subsequent formal complaint.
The complaint concerns the landlord’s handling of the resident’s queries relating to her service charges for the year 2016 to 2017.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance and her request for a management transfer for this and for medical reasons.
The complaint is about: The level of compensation offered by the landlord in relation to its handling of roof repairs and water leaking into the resident’s property. The landlord’s investigation into the conduct of a member of its staff. The landlord’s associated complaint handling.
The complaint concerns the landlord’s handling of the resident’s reports of cracks in her home.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The amount of service charge the resident had to pay during the covid-19 lockdown when he says services were not provided. The landlord’s response to the resident’s concerns about grounds maintenance and pest control services. …
The complaint is about the landlord’s response to the resident’s concerns with the level, and standard of work carried out in relation to his service charges.
The resident has complained about: The landlord’s handling of repairs to the roof, including the associated damp and mould problems. The landlord’s handling of their requests for a new back door.
The complaint is about: The landlord’s handling of the emergency assistance pull-cord service in the resident’s property. The landlord’s handling of repairs to the resident’s hot water system at the property.
REPORT COMPLAINT 202104088 Clarion Housing Association Limited 5 September 2021 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: reports about maintenance issues at her property, including: mould; electrical safety; concerns about the investigation and removal of asbestos at her property.
The complaint concerns the landlord’s handling of the resident’s complaint about incomplete repair work to his balcony.
The complaint concerns a dispute about whether the resident has sole use of the garden at the property.
The complaint is about the liability for fees arising during the sale of a property.
The complaint concerns the landlord’s handling of repairs to the resident’s heating system.
The complaint is regarding: The landlord’s handling of the resident’s reports of a leak in his property. The landlord’s response to the resident’s claim for the cost of new carpets following the water leak.
The complaint is about: the landlord’s response to a faulty door mechanism in the main entrance and the resident’s fire safety concerns. information provided to the resident around the uncapping of gas and electricity. antisocial behaviour (ASB). the resident not being provided with decoration vouchers. parking and ASB issues affecting …
This complaint is about the landlord’s response to the resident’s concerns about: Delays to damp works to the lower ground access area and the rear garden wall to the resident’s property. The safety of the electrical supply equipment in the lower ground access area. This complaint is also about the …
The complaint is about the landlord’s response to the resident’s request for the replacement of window vents.
The complaint is about the landlord’s response to the resident’s request for repairs to her garden.
The complaint is about the landlord’s handling of a potential breach of the lease agreement relating to the maintenance of the resident’s garden.
The complaint is about the landlord’s handling of reports of damp and mould at the property.
The complaint is about the landlord’s response to the resident’s dispute about the allegation that he had been rude and aggressive towards staff.
The complaint is about: The landlord’s handling of the resident's reports of various repairs at the property, including to the floorboards, toilet, and to prevent pest access. The effect of outstanding repairs on the resident’s family’s health.
The complaint is about the landlord’s: response to the resident’s reports concerning damp and mould at the property. complaints handling.
REPORT COMPLAINT 202011249 London & Quadrant Housing Trust 2 September 2021 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 concerns the landlord’s handling of the resident’s reports of fumes from the vehicle garage below her home.
REPORT COMPLAINT 202015054 Sanctuary Housing Association 3 September 2021 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 is […]
The complaint is about: The landlord’s response to the resident’s request for it to replaster her property. The landlord’s handling complaint handling.
The complaint is about the level of compensation the resident was offered following delays installing a toilet at the property.
The complaint is about: The resident’s liability to pay service charges for works which she is dissatisfied with. The landlord’s handling of repairs to the resident’s guttering, roof and windowsill. The landlord’s handling of the associated complaint.
The complaint refers to: The landlord’s handling of adaptations needed within the resident’s property. The resident’s concerns about the recommendations made by Occupational Therapy. The landlord’s handling of the associated complaint and record keeping.
The complaint is about: The landlord’s administration of the resident’s rent and service charge account, including its response to her queries. The landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of damp and mould in her property. The landlord’s handling of the associated complaint.
The complaints are about: the landlord’s response to the resident’s report of an incident involving an operative working at a neighbouring property. the landlord’s response to the resident’s report of an incident involving the operative’s wife at a local school; and the vandalism of cars belonging to her and her …
The complaint is about the landlord’s: Response to the resident’s concerns over fire safety in her property. Response to the resident’s reports of antisocial behaviour (ASB) from her neighbours. Associated complaint handling.
The complaint is about the landlord’s response to the resident’s reports of: A leak at the property and subsequent repairs and associated damage. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports about cracking in the walls at her property.
The complaint is about the landlord’s response to the resident’s reports about: handling of a boiler installation, moving a carbon monoxide detector, replacement of a rusty radiator, bathroom wall cracks, replacement of a towel handle, and replacement of a vacuum cleaner. holes around the boiler. This Service has also investigated …
The complaint is about the landlord’s response to the resident’s reports of: issues with the drains at her property; issues with the air quality at the property in or around 2013/2014.
The complaint is about: The landlord’s handling of the resident's Subject Access Request (SAR). Allegations made against the resident and the landlord’s decision to terminate her tenancy. The landlord’s handling of the resident's reports of Anti-Social Behaviour (ASB). The Ombudsman has also considered the landlord’s handling of the resident's complaint.
The complaint is about the landlord’s handling of the resident's allegations of unacceptable staff conduct towards him. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of the resident’s request to be rehoused.
| 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 |