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 concerns how the landlord handled: Repairs to the property following a fire. The resident’s claim for reimbursement for her personal items damaged by the fire. The resident’s claim for compensation for the cost of replacing a carpet which was removed from the property after the fire.
The complaint is about: The landlord’s handling of reports of antisocial behaviour (ASB) made against the resident. The landlord’s response to the resident’s reports of ASB. The resident’s reports of inappropriate staff conduct.
This complaint is about the landlord’s response to the resident’s report of a chimney fire at their property on 7 January 2020. This complaint is also about the landlord’s response to the resident’s concerns about the safety of the solid fuel heating system in their property prior to the chimney …
The complaint concerns the Council’s handling of reports of repair required to the resident’s garage roof.
The resident has complained about: the landlord’s response to his reports of noise-related anti-social behaviour (‘ASB’) from his neighbour; the landlord’s handling of his associated complaint.
The complaint is about the landlord’s handling of the resident’s request for adaptations to her property. The complaint is about the landlord’s handling of the resident’s reports of cold spots and drafts in the property.
The complaint is about: The landlord’s response to the resident’s reports of an infestation of carpet beetles and dust mites in his property. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s suggestions in relation to the antisocial behaviour (ASB) he experienced from a neighbour.
The complaint is about: The landlord’s handling of an antisocial behaviour (ASB) complaint made against the resident. The landlord’s response to the resident’s reports of ASB. The landlord’s handling of the associated complaint.
The complaint concerns the time taken by the landlord to repair the resident’s lounge ceiling, following a leak from the property upstairs.
The complaint is about: The landlord’s handling of repairs to the property, involving plumbing leaks, damp, and asbestos. The landlord’s decision to suspend the replacement of kitchen and bathroom works in the property.
The complaint is about the landlord’s handling of repairs at the property, specifically in respect of the heating and hot water systems and the landlord’s actions in respect of this.
The complaint is about the landlord’s handling of repairs to resolve damp and mould issues in the resident’s property. The complaint is about the landlord’s complaint handling.
This complaint is about the landlord’s handling of: the resident’s anti-social behaviour (ASB) reports; the related complaint.
The complaint is about the landlord failing to make explicit that the property did not come with allocated parking.
The complaint is about the landlord’s handling of the resident’s reports of pests in the property. The complaint is about the landlord’s handling of the resident’s reports of repairs to the bathroom shower. The complaint is about the landlord’s handling of the resident’s requests for a decant or transfer. The …
This complaint is about the insurance information given to the resident by the landlord following a leak in his home, and its handling of his subsequent complaint.
The complaint is about the landlord’s response to the resident’s reports of heating and hot water issues at the property.
The complaint is about the landlord’s response to the resident’s reports of noise nuisance and Anti-Social Behaviour (ASB).
The complaint is about the landlord’s response to the resident’s water ingress and mould reports.
The complaint is about the landlord’s response to reports of a boiler leak.
The complaint is about the landlord’s response to the resident’s: reports of a leak and subsequent repair and redecoration works. request for compensation for damage to her property and personal belongings.
The complaint is about the landlord’s response to the resident’s requests to repair or replace the communal carpet.
The resident complained about the landlord’s response to their concerns about the functionality of the CCTV cameras.
The complaint is about the landlord’s handling of the resident’s reports of his neighbour’s barking dog.
The complaint refers to: The landlord’s handling of the resident’s internal transfer request and communication about this. The landlord’s response to the resident’s request to install a dishwasher and washing machine in her current property. The landlord’s handling of the associated complaint.
The resident complained about the landlord's handling of :
The resident has complained about: The handling of damp repairs at their previous home. The handling of the decant from their previous home as part of the repairs, including the amount of associated compensation that has been paid. The condition of their new home when let, together with the handling …
The complaint is about the landlord’s handling of the resident’s anti-social behaviour (ASB) reports between 2017 and 2019.
The resident complained about the landlord’s handling of reports about: The standard of the cleaning to communal areas. The conduct of the Scheme Manager. The conduct of the Scheme Manager towards another resident. Testing of a fire alarm panel and a subsequent fault.
The resident has complained about the landlord’s handling of asbestos in her home.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise nuisance. The Ombudsman has also investigated the landlord’s communication with the resident, and its handling of the formal complaint.
The landlord’s handling of repairs to the resident’s kitchen following a leak.
The complaint is about the landlord’s handling of the front door repair.
The complaint concerns the landlord’s response to the resident’s reports of unusual noises from her pipes and boiler.
The complaint concerns how the landlord handled repairs to the resident’s kitchen.
The complaint is about: The landlord’s response to the resident’s request for the replacement of her personal belongings damaged at her property. The landlord’s response to the resident’s report that its contractor had caused damage to her personal belongings at her property.
The resident has complained about: The landlord’s response to their reports of antisocial behaviour, including noise nuisance and bad odours. The standard of service in the handling of their complaints.
The complaint refers to: The landlord’s handling of the resident’s reports of damp and mould in the property. The resident’s request for compensation for her damaged belongings. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s report of water contamination at the property.
The complaint is about the landlord’s response to: The resident’s concerns regarding the level of service charges. The administration of the service charge account and its communication.
The complaint is about: The landlord’s response to the resident’s request to carry out alterations to her garden. The landlord’s handling of the associated complaint.
REPORT COMPLAINT 202016013 Nottingham City Homes 26 July 2021 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 is […]
The complaint is about the standard of cleaning carried out at the property.
The resident complained about the landlord's response to: his report of flooding at the property. his concern that the flooding was the result of the property’s flawed development / construction. his request for compensation.
The complaint is about the landlord’s response to the resident’s complaint about: Fly tipping; Dog hairs in the communal areas; Noise nuisance from communal doors and front doors; Its pet policy; A designated point of contact.
The complaint refers to: The landlord’s handling of a leak in the building. The landlord’s response to the resident’s request for compensation for his damaged items. The landlord’s handling of the associated complaint. The resident’s concerns that the landlord had been negligent and his claim for damages.
The complaint is about the landlord’s handling of the resident’s reports of an odour in his property.
The complaint is about the landlord’s: Handling of the replacement of the front door. Handling of the installation of an extractor fan. Response to the resident’s reports of damp and mould. Response to the resident’s reports of defects to the windows. Complaint handling.
The complaint refers to: The landlord’s handling of the resident’s reports of a rodent infestation in her property. The resident’s concerns regarding the pest control company arranged by the landlord and the camera placed in her loft.
| 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 |