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 reports around staff conduct. Handling of the resident’s reports about the drainage work and external painting. Handling of the resident’s request for a shed. Handling of the right to buy application. Response to subject access request. Complaint handling.
The complaint is about the landlord’s: handling of allegations of antisocial behaviour (ASB) made against the resident; complaint handling.
The complaint relates to the landlord’s: Response to leaks and damp at the property and the subsequent repairs. Response to the resident’s request for ventilation at the property. Handling of a fly infestation at the property. Handling of the resident’s queries regarding the layout of the kitchen. The Ombudsman has …
The complaint is about the landlord’s response to the resident’s: reports of a broken communal main entrance door, to the building of her property. associated complaint.
The complaint is regarding the landlord’s; Handling of the resident’s concerns about his service charge account. Complaints handling.
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The resident’s transfer application. The associated complaint.
The complaint is regarding the landlord’s; Handling of repairs to the resident’s shower panel. Complaints handling.
The complaint is about the landlord’s handling of: the resident’s concerns regarding fire safety. reported lighting defects. the resident’s concerns about its out of hours reporting system for emergency repairs. The landlord’s complaint handling has also been investigated.
REPORT COMPLAINT 202122318 Metropolitan Thames Valley Housing 26 September 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 […]
The complaint is regarding the landlord’s: Handling of the resident’s repair requests including issues relating to damp, a back downpipe, scaffolding and cellar steps. Handling of the resident’s repair requests including issues relating to a front downpipe, a boiler out pipe, asbestos and a slug infestation. Carrying out of unannounced …
The complaint is about the landlord’s response to the resident’s concerns regarding the installation of fibre optic internet in the building in which he owns a property. The Ombudsman has also considered the landlord’s complaint handling as part of the assessment.
The complaint concerns how the landlord handled the resident’s reports of antisocial behaviour (ASB) and her requests to be rehoused.
The complaint is about the landlord’s handling of repairs, including damp and mould, the roof of the property and chimney. The Ombudsman has also considered the landlord’s handling of the resident’s associated complaint.
The complaint is about the landlord’s handling of: The resident’s report of window repair issues. The resident’s request for window adaptations to be completed.
The complaint is about the landlord’s: handling of repairs to a boiler and bathroom taps, including missed appointments and subsequent delay; complaint handling and record keeping.
The complaint is about the landlord’s response to the resident’s concerns about: Sounds from his toilet. Multiple staff attending a repair appointment.
The complaint is about the landlord’s response to the resident’s: report of a deactivated communal entrance door, to the building of his property. associated complaint.
The complaint is about the landlord’s response to the resident’s reports of noise and vibration.
The complaint is about: The landlord's response to the resident’s reports of poor quality works and delays to his bathroom renewal. The landlord’s lack of communication in relation to his decant.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property.
The complaint is about how the landlord handled repairs to the resident’s toilet.
The complaint is about the landlord’s response to the resident’s: Reports of noise nuisance. Reports of other types of antisocial-related behaviour (ASB). Request for rehousing.
This complaint is about the landlord’s handling of repairs to a communal front door. This investigation has also considered the landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in the property, and the associated repairs. The resident’s concern that damp and mould in the property had an adverse effect on the health of members of her household, and caused injury. The landlord’s handling …
The complaint is about: The landlord’s handling of the repairs to the resident’s property. The landlord’s handling of the temporary decant including restricted access to the resident’s belongings in storage. The landlord’s handling of the resident’s complaint and level of compensation offered. This investigation also considered the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s request for repairs and adaptations to the outhouse shed and toilet.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from her upstairs neighbour.
The complaint is about the landlord’s decision not to reimburse the resident for food and other expenses incurred during a temporary decant.
The complaint is about the landlord’s handling of repairs to the resident’s bathroom, including reports of damp and mould, and repairs to the bath panel, the seal round the wash basin, and the extractor fan.
The complaint is about the landlord’s response to the resident’s concerns about staff conduct.
The complaint is about the landlord’s response to the resident's reports of subsidence in her garden.
The complaint is regarding the landlord’s response to the resident’s reports of: The condition of the resident’s property and common areas, resulting from a neighbour hoarding, including a pest infestation and odours, and the resident’s request for a rent rebate. The landlord’s requests for rent. Noise from other neighbours’ properties, …
The complaint is about the landlord’s handling of: the resident’s request to install an external tap. the resident’s complaint.
This complaint is about the landlord’s handling of: The resident’s reports of repairs to the property at the time, and shortly after, she moved in. The resident’s request for compensation for damage to her personal belongings due to water ingress and damp. The associated complaint.
The complaint is regarding: The landlord’s handling of the resident’s request for the installation of sound insulation in his property. The landlord’s handling of the resident’s anti-social behaviour (ASB) reports.
The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour. This service has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident's reports of anti-social behaviour (ASB).
REPORT COMPLAINT 202217762 Network Homes Limited 21 September 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: Handling of the resident’s concerns about his heating. Complaints handling.
The complaint is about the landlord’s response to the resident’s: Concerns about her neighbour’s dog. Query regarding the path at the side of the property. Reports of noise transference. Complaint.
The complaint is about the landlord’s response to: Reports of antisocial behaviour involving the resident’s upstairs neighbour. Reports of repairs to the boiler and a request to relocate the boiler. The resident’s request for the boiler and gas meter to be boxed in.
The complaint is about: The landlord’s handling of repairs to windows at the property. The Ombudsman has also considered the landlord's complaint handling.
The complaint is about the landlord’s response to the resident’s request to install an additional toilet in her property. The Ombudsman has also considered the handling of the associated complaint.
The complaint is about the landlord’s handling of: Remedial repairs to the resident’s roof, bathroom and downstairs toilet. The associated complaint.
The complaint is regarding the landlord’s; Decision to reduce the number of disabled parking bays in the basement carpark of the resident’s building. Complaints handling.
The complaint concerns the landlord’s: Handling of repairs to and subsequent replacement of the resident’s boiler. Complaint handling.
The complaint is about: The landlord’s response to the resident’s request for information about her service charges. The landlord’s response to the resident’s concerns about the frequency and standard of cleaning in the communal areas of the property. The landlord’s complaints handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The associated complaint.
The complaint is about: The landlord’s administration of the resident’s service charge and rent account. The landlord’s handling of the resident’s request for arrears on her service charge and rent account to be waived. The associated complaint.
The complaint is about the landlord's handling of bathroom repairs, along with the quality of those repairs.
| 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 |