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: Reports of repairs to: The toilet. The window vents. The French doors. Request for the secondary front door to be replaced. Complaint and the level of redress offered.
The complaint is about the landlord’s handling of: Reports of leaks at the property. Damp and mould at the property. Complaint handling and record keeping.
This complaint is about the landlord’s: Response to various disrepair issues in the property and the resident’s related concerns about the conduct of its operatives. Complaint handling.
The complaint is about: the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise nuisance. the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of lack of heating and hot water in the property. The resident’s reports of damp and mould in the property. The resident’s reports of disrepair to his property and associated remedial repairs. The landlord’s complaint handling has also been …
The complaint is about the landlord’s response to reports of disrepair to communal steps leading up to the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of a damaged fence. Complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of anti-social behaviour (ASB). Response to the resident’s requests for a more secure front door and soundproofing.
The complaint is about the landlord’s response to the resident’s requests for: A replacement kitchen. A replacement bathroom. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of the neighbours’ inconsiderate parking. Reports of the neighbours’ dog being let out without a lead. Concerns for the welfare of the neighbours’ cats and dog, and the nuisance they were causing. Reports of anti-social behaviour (ASB) caused by …
This complaint is about the landlord’s handling of the resident’s requests for soundproofing in her property.
The complaint is about: The landlord’s handling of pest control reports and associated works. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s reports of leaks. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of heating repairs.
The complaint is about the landlord’s response to the resident’s reports of: A leak from the roof. Outstanding repairs. This report will also assess the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s handling of: The resident’s rent account including his late mother’s arrears after the resident succeeded the tenancy. The related complaint.
The complaint is about the landlord’s handling of the resident’s request for a housing transfer.
The complaint is about the landlord’s response to the resident’s concerns about the gas safety check. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of various repairs to the property. The Ombudsman has also considered the landlord’s knowledge and information management.
The complaint is about: The landlord’s handling of reports of noise nuisance from the communal entrance door. The landlord’s handling of reports of a pest infestation. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs at the resident’s property. The landlord’s complaint handling is also considered.
The complaint is about the landlord’s response to the resident’s requests for repairs in the bathroom.
The complaint is about the landlord’s handling of a notice to remove fencing from outside of the resident’s property and the landlord’s conduct of a visit to the property. The landlord’s complaint handling is also considered.
The complaint is about the landlord’s handling of the resident’s: Concerns that it had not renewed her smoke alarms. Formal complaint.
The complaint is about the landlord's handling of issuing a notice to end the resident’s temporary accommodation.
This complaint is about: The landlord’s response to the resident’s complaints about its handling of roof repairs. The landlord’s complaint handling. Both elements of this investigation involve the landlord’s handling of and response to the resident’s complaint. The investigation considers firstly the reasonableness, thoroughness, and accuracy of the landlord’s responses …
The complaint is about the landlord’s handling of the resident’s: Request for repairs to a boundary wall and fencing. Associated formal complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of no gas heating or hot water at the property. Complaint handling.
The landlord’s response to the resident’s: reports about damp and mould in the property; request for a mutual exchange. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance. This Service has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of upstairs floor repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: the impact of repair issues on the resident’s family’s health. the landlord’s handling of: flooring repairs. window repairs. the related complaint.
The complaint is about the landlord’s handling of the resident’s reports of Hate Crime and anti-social behaviour (ASB).
The complaint is about the landlord’s response to the resident’s reports of various repairs in the property.
The complaint is about the landlord’s handling of: repairs to a waste pipe. the complaint.
This complaint is about the landlord’s: Handling of the resident’s bedroom ceiling repairs. Responses to the resident’s damp and mould reports.
The complaint is about the landlord’s handling of: The resident’s reports of repairs to her roof following a leak. The resident’s associated complaint.
The complaint is about the landlord’s handling of: The communication to the resident about parking space availability and permits at the resident’s housing development. The associated complaint.
The complaint is about: the landlord’s handling of the resident’s reports that he was harassed by his neighbour. the landlord’s handling of the resident’s concerns about staff conduct and a lack of safeguarding provision. the landlord’s handling of the resident’s concerns about theft from his room. the landlord’s response to …
REPORT COMPLAINT 202312919 Cottsway Housing Association Limited 25 September 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 noise and antisocial behaviour (ASB) reports.
The complaint is about the landlord’s response to the resident’s concerns regarding: The landlord’s decision to replace the windows as part of major works. The reasonableness and level of the window replacement cost payable through the service charge.
This complaint is about the landlord’s handling of: Reports of damp and mould in the property. Reports of pests in the property including mice, slugs, woodlice, and silverfish.
The complaint is about how the landlord handled the resident’s reports of: Noise nuisance. The neighbours use of a doorbell camera. The neighbours use of audio recording equipment.
The complaint is about the landlord’s response to the resident’s: Reports of water ingress from the roof . Complaint. This report will also assess the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s reports of: Intermittent heating and hot water due to a faulty boiler. Asbestos in the property. No fire or smoke alarm in the property. Creaky stairs. Damp and mould in the property. The report also looks at the landlord’s handling …
The complaint is about: The landlord’s handling of the resident’s reports about damp and mould. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of carbon monoxide leaks at the property. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202213299 London Borough of Brent 25 September 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 repairs required in the resident’s property. The Ombudsman has also considered 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 |