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 the resident’s concerns about its planned works in her home. that she needed to be decanted. that she contracted COVID-19 from the landlord’s contractor. about staff conduct. The Ombudsman has also assessed the landlord’s: complaint handling record keeping.
The complaint is about the landlord’s handling of: Concerns raised about staff conduct. The associated complaint.
The complaint is about the landlord’s handling of: The level of rent and service charge. Communication about the rent and service charge. Concerns about the heating system and the resident’s property temperature. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of a leak in the shower room. The landlord’s handling of the resident’s concerns about the roof and loft spaces. The landlord’s handling of the resident’s concerns about the condition of the exterior walls. The landlord’s handling of the …
The complaint is about: The landlord’s handling of the resident’s concerns about housing points she had been awarded and the property bidding process. The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from her neighbour The landlord’s handling of the resident’s reports of a leak from the flat …
The complaint is about: The landlord’s handling of the resident’s reports of excessive heat in the property. The landlord’s handling of the resident’s reports of fluctuations in the water pressure. The landlord’s handling of the resident’s reports of noise nuisance. The landlord’s handling of the resident’s reports of a leak …
The complaint is about the landlord’s handling of the resident’s reports of problems with the cold-water supply. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports about: Windows and insulation. Damp and mould.
The complaint is about the landlord’s handling of: The resident’s reports that her boiler was faulty, including a period when it would not switch off. The resident’s rehousing application. The associated complaints.
The resident’s complaint is about the landlord’s: Response in relation to damp and mould; Response in relation to tree works; Response in relation to fencing works; Handling of the complaints process.
The complaint is about the landlord’s response to the resident about: A pest infestation. Works being done to the flat below without notice. His concerns that problems with the property cause him health issues.
The complaint is about the landlord’s handling of the resident’s request to move. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of the cleanliness and condition of the communal areas. The landlord’s complaints handling has also been considered.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damp and mould and a subsequent pest infestation. Associated complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Handling of the resident’s concerns about staff conduct. Response to the resident’s request for a transfer. This investigation will also consider the landlord’s handling of the complaint.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour in relation to noise nuisance.
The complaint is about the landlord’s handling of the resident’s Right to Buy application.
The complaint is about the landlord’s handling of: The resident’s report of a leak causing damp and mould and reports of a lack of communication. The associated complaints.
The complaint is about the landlord’s handling of the resident’s reports of: A leak from the toilet. Damp and mould.
The complaint is about the landlord’s response to the resident’s concerns about: Damaged asbestos tiles. Repairs relating to leaks and a boiler cupboard. The Ombudsman has also investigated the landlord’s: Record keeping. Handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s concerns about the water tanks and water quality. External redecoration of the block. The communal garden. The landlord’s complaint handling has also been considered.
The resident’s complaint is about the landlord’s handling of her reports of faulty windows and doors (including front door and French doors). The Ombudsman has also considered the landlord’s complaint handling.
The resident’s complaint is regarding the landlord’s handling of repair reports relating to: Drainage issues. A broken living room window. A bathroom extractor fan. This investigation has also considered the landlord’s handling of the complaint.
The complaint is about: The landlord’s handling of reports of damp and mould and the associated repairs. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of repairs and the resident’s related requests for reasonable adjustments.
The resident’s complaint is about the landlord’s response to her concerns about the condition of her property at the start of her tenancy.
The complaint is about: the impact of black mould on the resident’s health. the landlord’s handling of: reports of leaks, damp and mould at the property. the complaint.
The complaint is about the landlord’s response to: Reports of antisocial behaviour by the resident’s neighbour. Concerns about the conduct of the resident’s son. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of damaged flooring following a leak. The landlord’s handling of the resident’s request for information about the increase in the rent and service charges. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s reports of water ingress in the bedroom. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: A missed appointment on 3 October 2022. Contractors attending the property on 7 October 2022 and not completing repair works. Discrimination towards himself. Repairs to plastering within the property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB).
The complaint is about the resident’s concerns regarding the landlord’s handling of: The resident’s reports of a defective balcony door. The resident’s reports of damp. A subject access request made by the resident. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: proposal to carry out works outlined in a section 20 notice. handling of leaks in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks in the kitchen. Associated formal complaint.
The complaint is about: The landlord’s handling of the resident’s reports of leaks causing damp, mould and damage to possessions. The landlord’s handling of the resident’s report of a lack of heating. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s response to the resident’s report of a broken fence.
REPORT COMPLAINT 202344413 Birmingham City Council 19 December 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 response to the resident’s request that it undertake repairs to her outbuilding. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of various repairs including: damp and mould, a leak in the bathroom, the kitchen ceiling, and repairs to radiators, windows, and doors.
The complaint is about the landlord’s handling of: Repairs at the resident’s home. The resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s reports of no heating and hot water related to the communal boiler and the heating charge she pays for this. The resident’s concerns about increases to her heating charges.
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 the resident’s: Reports of an insect infestation. Security concerns. Request for support with rent arrears. 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 the resident’s reports of damp and mould and her request for compensation. The landlord’s handling of repairs to the resident’s bathroom.
The resident’s complaint is about the landlord’s handling of: His request for a ‘management move’. A loss of heating to the property.
The complaint is about the landlord’s response to the resident’s concerns about The planned rewiring works and replacement kitchen. Asbestos. Conduct of staff. The damage caused to personal belongings. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: The resident’s reports of ongoing leaks and water ingress into her property from the flat above. Communication with the resident about the repairs. The resident’s reports of antisocial behaviour (ASB) from the neighbour.
REPORT COMPLAINT 202308173 Home Group Limited 19 December 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. […]
| 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 |