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 resident has complained about: The landlord’s response to requests for information supporting the service charges. The landlord’s organisation of resident meetings. The landlord’s handling of parking at the development, and the associated gate repairs. The landlord’s response to concerns about the quality of the communal gardening and cleaning services. …
REPORT COMPLAINT 202012058 Platform Housing Group Limited 23 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 […]
The complaint is about the landlord’s handling of the resident’s reports of concerns over the conduct of its contractors.
The complaint is about the landlord’s handling of the resident’s concerns about its management of the stair lifts servicing the building.
The complaint is regarding the landlord’s handling of the lettings process for the complainant’s former tenancy.
This complaint is about the landlord’s handling of: concerns raised by the resident about communal cleaning; repairs to the communal door; the resident’s reports of a faulty front door to his flat.
The landlord’s handling of the resident’s reports of noise nuisance from the flat above.
The complaint is about the landlords handling of the resident’s request for compensation following a decant from her property.
This complaint is about the landlord’s handling of: the resident’s concerns about the condition of a communal lobby; the related complaint.
The complaint is about the landlord’s response to 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 Anti-Social Behaviour (ASB), namely, the use of cannabis by her neighbours.
The leaseholder complains about: delays to a window repair from September 2019; delays to repairs to a door entry system; service charges for repairs to a door entry system, and; complaint handling.
The complaint refers to: The landlord’s response to the resident’s reports of a water leak into her property. The resident’s concern that she should be paying her service charge directly to the managing agent of the building instead of the landlord. The resident’s concerns about the level of her service …
The complaint is about the landlord’s: Response to the resident’s concerns regarding the requirement to carry out fire safety remedial works in the building which he owns a property in. Response to the resident’s concerns that it was not responsible for works to upgrade or renew the front entrance door …
The complaint concerns the landlord’s decision to decline the resident’s request to purchase her property under the right to buy scheme.
The complaint is about the landlord’s: administrative error when it provided the resident with a tenancy agreement with a rent figure that was incorrect, request that the resident sign a new tenancy agreement with a rent figure the resident disputed.
The complaint concerns reports of an abandoned vehicle in a parking bay opposite the resident’s property.
The resident complained about the landlord's response to his complaint that he had been left without heating and hot water for 18 months between 2016 - 2018.
The complaint concerns the landlord’s: Handling of repairs to resolve water leaks into the property. Compensation offer to the resident for delays in fixing the leaks. Formal complaint into these matters.
The complaint concerns: The landlord’s response to the resident’s reports of mould at her property and the remedial works offered by it for this. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Response to the resident’s request to replace the kitchen worktop. Complaint handling.
The complaint refers to: The landlord’s handling of repairs following a leak from the roof of the resident’s building. The landlord’s response to the resident’s request for compensation for distress and inconvenience and costs incurred as a result of the leak. The resident’s request for his rent to be reimbursed …
The complaint concerns the landlord’s handling of the resident’s report of the loss of hot wate r and heating following a water leak at her property.
The complaint is about the landlord’s handling of the leaseholder’s complaint about: His reports of a leak outside his property. His request for information on making an insurance claim. Events that occurred after the final complaint response of 7 December 2020.
The complaint is about the landlord’s handling of: The replacement of the resident’s storage heaters. The resident’s reports of exposed wiring in the lounge. The impact of the above issues on the resident’s health.
The complaint concerns the landlord’s decision to decline the resident’s applications to purchase the property under the Preserved Right to Buy (PRTB) and Right to Acquire (RTA) schemes.
The complaint is about the landlord’s: handling of repairs which the resident reported when she moved into the property and; complaint handling.
The complaint is about: The landlord’s response to the resident’s concerns about the safety of storage heaters installed in her property. The landlord’s handling of the associated complaint.
The complaint concerns the level and reasonableness of the service charges.
The complaint refers to: The landlord’s introduction of a communal caretaking service and service charge for this. The resident’s concerns about the level of service charge and her request for this to be removed. The resident’s concerns about the frequency and standard of service received. The landlord’s handling of the …
REPORT COMPLAINT 202002206 Newham Council 20 July 2021 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman Scheme. The Ombudsman must determine whether a […]
The landlord’s handling of a reoccurring leak from the flat above the resident’s property.
The complaint is about the landlord’s: response to the resident’s reports of a leak at his property and the subsequent damage that occurred; advice regarding the resident’s application for consideration of medical grounds for his transfer application; response following missed appointments by its repair operatives; complaints handling.
The complaint is about the landlord’s response to the resident’s concerns about the conduct of its staff and the issuing of a tenancy caution.
The complaint concerns: The landlord’s handling of the resident’s reports of damp and cold in his home. The landlord’s complaints handling.
The resident’s complaint is about the level of rent they are being charged.
The landlord’s handling of the resident’s reports of fly infestation at their property.
The complaint is regarding: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of ASB reports made against the resident. The landlord’s complaint handling.
The complaint is about: The landlord's handling of repairs to the resident's front door. The landlord’s handling of the associated complaint.
The complaint is about: the landlord’s response to the resident’s reports of a blocked sink. how the landlord responded to the resident’s formal complaint.
The complaint is about the landlord’s response to the resident’s reports that the landlord’s contractor damaged their car.
The resident has complained that: The landlord has refused to compensate them for damage to their car.
The complaint is about the landlord’s: Handling of a leak into the resident’s property. Complaint handling.
This complaint is about the level of compensation awarded by the landlord for its delays in removing items from the communal area of the resident’s block and in its handling of the related complaint.
The complaint is about the landlord’s handling of the resident’s reports of cracks in the walls of his property.
The resident complains about the landlord’s response to her concerns regarding a rented parking space and associated arrears, and her subsequent formal complaint about the matter.
The complaint is about: The landlord’s handling of the resident’s reports of water leaks from October 2020 onwards. The landlord’s handling of the resident’s reports of historical water leaks. The impact the landlord’s handling of the reports had on the resident’s health.
The complaint is about the landlord’s handling of the resident’s reports of no heating or hot water.
The complaint is about the landlord’s handling of the resident’s concerns about: No gas supply in his kitchen at the start of his tenancy. Damp in his bedroom and lounge. Mess left by contractors. Access to his property and bathroom.
REPORT COMPLAINT 202012337 Birmingham City Council 15 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 […]
| 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 |