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.
This complaint is about how the landlord handled the resident’s: Request for a transfer to another property in the block when it became available. Reports of antisocial behaviour (ASB) by a neighbour. This investigation has also considered the landlord’s handling of the associated complaint.
This complaint is about the landlord’s response to the resident’s reports of: Structural issues with the staircase due to damp and crumbling walls. Cracks to the hallway ceiling.
The resident’s complaint is about the landlord’s handling of: Reports of repairs needed to the communal drainage. Requests for reimbursement of costs.
The complaint is about the landlord’s handling of a fence repair or replacement. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord providing incorrect information about the length of the lease of the resident’s property.
The complaint is about the landlord’s response to the resident’s enquiries about the estimated service charges for the period 2023 to 2024. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: Major repairs to the floor. The formal complaint.
The complaint is about the landlord's handling of: Communal repairs. The communal cleaning. The resident’s associated complaint.
The complaint is about the landlord’s handling of a tree maintenance request. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Request for information regarding her service charge. Associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of a leak in the loft, and damp and mould. Associated complaint.
The complaint is about the landlord’s handling of; repairs to the resident’s property, the resident’s complaint.
The complaint is about the landlord's handling of reports of multiple repairs in the property, including leaks, holes in the internal walls, a missing vent and damp and mould.
The complaint is about the landlord’s handling of the resident’s: reports of repairs; reports of damp and mould; associated complaint.
The complaint is about the landlord’s communication regarding obtaining an energy performance certificate and its process for installing solar panels. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Complaint.
The complaint is about the landlord’s handling of the: Resident’s reports of damp and mould. Resident’s reports of concerns with the drainage at the property. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs. Concerns about subsidence. Reports of harassment, victimisation, and intimidation by the neighbours. Request for a designated parking space The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's response to the resident’s reports of faulty windows and her request to have all the windows in the property replaced.
The complaint is about the landlord’s response to the resident’s reports of long-standing issues with his adapted shower room, and subsequent compensation offered. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A homelessness prevention grant application and related property transfer. Costs the landlord has requested for: Replacing two doors. Repairing a hole in the hallway door. Clearing the garden and house. Court costs. The landlord’s decision to start legal proceedings. The Ombudsman has …
The complaint is about the landlord's handling of the resident's request to: Unblock drain and gutters. Maintain and clean the roof. Replace an outside light at the property. Install a back gate. Maintain an alleyway directly behind his property.
REPORT COMPLAINT 202316347 Vivid Housing Limited 25 November 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 handling of the resident’s concerns regarding the conduct of a member of its staff.
The complaint is about the landlord’s handling of the resident’s: Concerns after a leak at the property. Associated formal complaint.
The complaint is about the landlord’s handling of boiler repairs.
The complaint is about the landlord’s handling of the resident's concerns with the boiler and its subsequent offer of compensation.
The complaint is about the landlord’s handling of the resident’s: Pursuance of monies due to him under a court order. Concerns about a standing order on the rent account.
The complaint is about the landlord’s handling of the resident’s: Reports of a missing communal door and delays in replacing it. Reports of antisocial behaviour (ASB). Request for rehousing. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Application to be rehoused on medical grounds. Related complaint.
This complaint is about the landlord’s response to the resident’s reports of heating issues. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of repairs required to the intercom system. The associated complaint.
The complaint is about the landlord’s handling of floods at the property in 2022.
The complaint is about: The landlord’s response to reports of leaks, damp, and mould. The landlord’s response to reports of pests in the property.
The complaint is about the landlord’s handling of: The resident’s reports of leaks, damp and mould and associated repairs at the property. The resident’s reports of her property being underheated. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s: handling of renovation works to the property. response to reports of damp and mould in the property.
The complaint is about the landlord’s handling of: Repairs. The resident’s reports of damp and mould. The resident’s reports of a pest infestation. The resident’s complaint.
The complaint is about the landlord’s response to the resident’s concerns about the information it provided regarding the service charges. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s request to repair her central heating system. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint concerns the landlord’s handling of: The resident’s reporting of damp and mould. The resident’s concerns with the smoke alarm. The repairs to the property. This report has also looked at the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of damp, mould, and the associated repairs.
The complaint is about: The landlord’s handling of the resident’s reports of noise transfer from the cold-water tank room. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Response to the resident's concerns relating to the communal heating system. Complaint handling.
REPORT COMPLAINT 202234246 The Riverside Group Limited 22 November 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 the locks on her pram shed were changed and personal items removed. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the windows and doors in the resident’s property. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about fire doors.
The complaint is about: The landlord’s handling of the resident’s reports of repairs. The landlord’s handling of the resident’s reports of anti-social behaviour (asb). The landlord’s regard for the needs of the resident’s household The landlord’s handing of the resident’s associated complaint. The landlord’s handling of her rehousing request.
The complaint is about the landlord’s handling of the resident’s service charge queries. The Housing Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of repairs caused by possible subsidence.
| 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 |