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 enquiries about the location of the external stopcock. The resident’s concerns about the accuracy of information provided at the point of sale about the property boundary. The resident’s reports about a faulty communal intercom system. The associated complaint. This investigation …
The complaint is about the landlord’s:
The complaint is about the landlord’s handling of: The resident’s reports of a broken window. The front door replacement. The resident’s reports of damaged electric sockets. The resident’s reports of a leak, damp and mould. The resident’s concerns about carbon monoxide. The landlord’s handling of the complaint has also been …
The resident’s complaint is about the landlord’s response to her reports of no heating and hot water at her property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s complaint about staff conduct. The resident’s reports, and counter allegations of antisocial behaviour. The resident’s request to keep his CCTV system. Its concerns for the resident’s welfare. The resident’s notice of seeking possession (NOSP). The resident’s concerns about priority it …
The complaint is about the landlord’s handling of: repairs to the resident’s ventilation unit and the associated damp and mould. repairs to the resident’s balcony doors and the associated damp and mould. the resident’s reports of damage to her possessions due to damage and mould. The Ombudsman has also investigated …
The complaint is regarding the landlord’s response to: Reported damp and mould in the resident’s property. Reported damage to the resident’s belongings. This investigation has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s response to the resident’s reports of: Damp and mould. A boiler fault. This report has also assessed the landlord’s complaint handling.
The complaint is about:
The complaint is about the landlord’s response to reports of antisocial behaviour.
The complaint is about the landlord's handling of the resident’s reports of: Damage to the new kitchen following a leak. The associated complaint.
The complaint is about the landlord’s handling of repairs to a leak which caused damage to the resident’s ceiling. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s response to the resident’s reports of noise nuisance. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202311968 Together Housing Association Limited 29 October 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. This […]
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The resident’s reports about a neighbour installing closed-circuit television (CCTV). The associated complaint, including the resident’s concerns that the landlord had facilitated a breach of his human rights. The landlord’s complaint policy said, “we will …
The complaint is about: The landlord’s response to reports of damp and mould in the property. The associated complaint handling.
The complaint is about: The landlord’s response to the resident’s concerns about the garden shed. The landlord’s handling of the resident’s requests for repairs to the patio doors. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Handling of a mice infestation. Complaint handling.
The complaint is about the landlord’s: response to the resident’s reports about a broken window and extractor fan; complaints handling.
The complaint is about the landlord’s handling of: The resident’s personal information in relation to information it provided to its contractors, sub-contractors and consultants. The resident’s requests for reasonable adjustments , under the Equality Act 2010, during district heating replacement works. Follow-up work and damage caused to the resident’s property …
The complaint is about the landlord’s response to reports of roof and window repairs. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s: Handling of reports of antisocial behaviour (ASB). Complaint handling.
The complaint is about the landlord’s response to the resident’s reports of: Various repairs. Damp and mould in the property. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s: Handling of reports of antisocial behaviour (ASB) and vandalism in the communal area. Handling of reports about its staffs conduct. Complaint Handling.
The complaint is about the landlord’s handling of: The resident’s reports of repairs reported within the property. The resident’s reports of a fault with her hot water temperature. The associated complaint.
REPORT COMPLAINT 202209312 Notting Hill Genesis (NHG) 28 October 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 […]
The complaint is about the landlord’s handling of the resident’s report that she had no heating or hot water.
The complaint is about: The landlord’s response to the resident’s reports of ongoing leaks from the flat above. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports concerning repairs to the garden and drainage system. Reports of damp and mould in the property. Associated complaints.
The complaint is about the landlord’s: Handling of the resident’s reports of a leak from the above property. Handling of the resident’s reports of damp and mould. The resident’s claim for compensation, including damage to his belongings.
The complaint is about: The resident’s report of a data protection breach by the landlord. The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by a neighbour, including the meeting it arranged for the parties to sign an acceptable behaviour contract.
REPORT COMPLAINT 202313473 Prima Housing Group Limited 28 October 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 […]
The complaint is about the landlord's handling of the resident's reports about works agreed when she signed up for the tenancy of the property and after the tenancy started. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of damp and mould in the property and its handling of the required repairs. The landlord’s handling of the resident’s complaint has also been investigated.
The complaint is about the landlord’s handling of repairs and concerns reported by the resident prior to signing for the tenancy, and shortly after the tenancy began related to: External issues, such as a broken bollard, open manhole, and no access to the rear garden. Internal issues, such as: Issues …
The complaint is about the landlord’s handling of the resident’s Right to Buy application. This report also looks at the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s concerns about the levels of dust and noise from demolition works and her request for compensation.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s reports of a pest infestation. The resident’s request to be rehoused.
The complaint is about: The landlord’s handling of reports of toxic fumes in the property. The landlord’s handling of the resident’s request for a property transfer.
REPORT COMPLAINT 202226466 Clarion Housing Association Limited 25 October 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 […]
The complaint is about the landlord’s handling of: - The resident’s reports of repairs needed to the heating system at her property. The resident’s complaint.
The complaint is about the landlord’s: Handling of the resident’s concerns about information she had been provided with in relation to access to a communal garden. Response to the resident’s concerns about the condition of the garden. Handling of the associated complaint.
The complaint is about the landlord’s: Response to the resident’s concerns following a missed gas safety check. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The resident’s reports of damp and mould. The formal complaint. The Ombudsman has also considered the landlord’s knowledge and information management.
The complaint is about the landlord’s handling of a leak and associated remedial repairs at the resident’s property. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of the resident’s request for a management transfer. The Housing Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of: The resident’s concerns about the condition of the property when moving in. The resident’s reports of a leak, damp and mould and associated remedial repairs in the property. The resident’s concerns about the communal space including cleaning and works to the communal …
The complaint is about the landlord’s: Response to reports of damp and mould and the associated works. Response to reports of damage to belongings. Complaint handling.
The complaint is about: the landlord’s handling of repairs to the communal front door. the landlord’s handling of reports of damp and mould and repairs at 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 a leak affecting her property. The Ombudsman has also investigated the landlord’s 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 |