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: response to the resident’s reports of antisocial behaviour (ASB) noise nuisance from her neighbour; response to the resident’s reports of noise caused by the building vibrating; complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of his faulty boiler.
The complaint is about the level of compensation offered in relation to the handling of the repair to the boiler and the related formal complaint.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance from a neighbouring property.
The complaint is about: The landlord’s handling of the resident’s reports of an overflow pipe leak. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports about a leak. The landlord’s associated complaints handling has also been investigated.
The complaint is about the landlord’s: response to the resident’s enquiry regarding service charge invoices; complaints handling.
The complaint is about: The landlord’s handling of repairs to the plastering and kitchen units in the resident’s property and his concerns about subsidence. The landlord’s handling of the associated complaint. The landlord’s handling of the repairs and the resident’s decant (temporary move) following its final response to his complaint.
The resident’s complaint is about: The landlord’s pursuit of service charges to be paid in accordance with the lease; The landlord’s handling of capital works to the property, including the appointment and management of the contractor; and The landlord’s handling of its communications with the resident.
The resident complains about the landlord's handling of: Their reports of an unsecure satellite dish in 2015, reports of damage to the conservatory roof related to this in 2016, and a subsequent claim for compensation. A leak from the conservatory roof in August 2021, the handling of the complaint about …
The complaint concerns: The landlord’s handling of a leak and damage to the resident’s kitchen cupboard and flooring. The landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s reports about anti-social behaviour from a neighbouring property.
The complaint is about The landlord’s handling of the resident’s reports of noise and other anti-social behaviour from an upstairs neighbour in a previous property. The arrangements for moving and the administration of the resident’s rent account following a decant to a new property.
REPORT COMPLAINT 202124583 Guinness Housing Association Limited 18 July 2022 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 […]
The complaint concerns: the conduct of the landlord’s staff in relation to the resident’s request to move to another property. The associated formal complaint into this matter
The complaint is about the landlord’s handling of: Reports of damp and mould in the resident’s property. Repairs to a leak in the resident’s property.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from a neighbour. The landlord’s handling of the installation of a trellis on the resident’s fence. The landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s damaged laminate flooring in her hallway.
The complaint is about the level of compensation offered by the landlord following a leak into the resident’s property. The Ombudsman has also identified that the landlord’s complaint handling requires investigation as part of this complaint.
The complaint is about the landlord’s response to the resident’s request for the communal intercom camera to be repaired.
The complaint is about: The landlord’s handling of the resident’s reports of uneven flooring at the property. The landlord’s handling of adaptations to the resident’s front door. The landlord’s handling of repairs to a blocked drain in the wet room at the property and to the boiler. The landlord’s complaints …
The complaint is about the level of compensation offered by the landlord for its response to the resident's reports of mould, damp and condensation from the windows of his former property.
The complaint is about the landlord’s: Handling of the resident's reports concerning damp and mould. Response to the resident's request to complete a management move. Handling of the resident’s reports of Anti-social behaviour (ASB).
The complaint is about: The level of support provided by the landlord to the resident in relation to rent arrears (including serving a Notice Seeking Possession for rent arrears issued in September 2019) The landlord’s involvement in the resident’s issues with an energy supplier. The landlord’s assistance with issues relating …
The complaint is about the landlord’s handling of: The resident’s reports of the poor condition of her bathroom. The associated complaint handling.
The complaint is about the landlord's handling of the resident’s reports of noise nuisance. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s reports about repairs.
The complaint is about the landlord’s handling of: A request from the resident. The formal complaint.
The complaint is about the landlord's: Handling of the resident’s request for a new kitchen. Response to the resident’s concerns about asbestos.
This complaint is about the landlord’s handling of
The complaint concerns the landlord’s response to reports of pigeons nesting in solar panels.
The complaint is about the landlord’s response to the resident’s reports of a leak. The Ombudsman has also identified that the landlord’s complaints handling requires investigation.
The complaint is about the landlord’s response to the resident’s request for a move to alternative accommodation.
REPORT COMPLAINT 202017036 Thames Valley Housing Association Limited 14 July 2022 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 resident complains about: Not being offered carpets/flooring when they moved into the property. The landlord’s handling of repairs to the bath. Differences in the rent amount. The landlord declining to pay the £7 'Homeswapper' fee. A lack of soundproofing, The landlord not offering the neighbouring property to their relative. …
The complaint concerns the landlord’s handling of the resident’s request to succeed to the tenancy.
The complaint is about the landlord’s handling of: The resident’s reports of a leak into her property and the remedial works required. The remedial works to the resident’s bedroom from 12 November 2021 to date. The associated complaint.
This complaint is about the landlord’s handling of the resident’s reports of Anti-social Behaviour (ASB) by her neighbour.
The complaint is about the landlord’s handling of the resident’s report of cigarette smoke entering her home from a neighbouring property via the communal area.
This complaint is about the landlord’s handling of the resident’s queries regarding the building safety inspection at their property and their request for an ESW1 form.
The complaint is about the resident’s receipt of arrears letters from the landlord, regarding payments to his service charge accounts.
The complaint is about the landlord’s handling of the resident’s reports of a roof leak and follow-on works.
The complaint concerns the landlord’s: response to the resident’s reports of neighbours incorrectly storing their bins. response to reports of wider anti-social behaviour in the estate. handling of repairs to the guttering.
The complaint is about the landlord’s response to the resident’s reports of a leak from the property above.
This complaint is about the landlord’s handling of: the resident’s reports of water ingress to his living room; the related complaint.
This complaint is about the landlord’s handling of the resident’s concerns about his district heating charge.
The complaint is about the landlord’s handling of repairs to the resident’s floorboards and the level of compensation offered. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the length of time that the landlord took to restore power to the resident’s property and its response to his request for compensation for this.
The complaint is about the landlord’s handling of the gas safety check at the resident’s property.
The complaint is about the landlord’s handling of the resident’s reports of water ingress, damp and mould in the property.
| 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 |