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: Reports of leaks in the property between April 2021 and January 2022. Reports of leaks in the property between November 2022 and January 2023. The associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of an inadequate hot water system. Request for a replacement boiler.
The complaint is about the landlord’s response to the resident’s request for reasonable adjustments for the annual gas safety check.
The complaint is about: The landlord’s handling of repairs. The landlord’s handling of reports of anti-social behaviour (ASB). The landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to facia boards and guttering including its lack of communication regarding repairs. The resident’s reports of mould. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint concerns the landlord's: handling of the resident’s reports of ASB from the neighbour. handling of the related complaint.
The complaint is about the landlord’s handling of: The resident’s reports of issues with the concierge service. The associated complaint.
The complaint concerns the landlord’s: Response to reports of damp, mould, and leaks. Handling of repairs reported after the resident moved into the property. Response to a concern raised regarding the fence boundary. Handling of the related complaint.
The complaint is about: The landlord’s handling of repairs. The landlord’s complaint handling.
The complaint is about the landlord's response to the resident's: Reports of antisocial behaviour (ASB) and noise: Complaint.
The complaint is about the landlord’s response to the resident’s reports of disrepair including damp and mould.
The complaint is about: The time taken for the landlord to change the name on the resident’s account and issue keyfobs. The landlord's handling of repairs to the communal back door, roof, and communal light. The landlord’s handling of the complaint and level of compensation.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Request to be reimbursed for damage following replacement of a radiator; Reports about the behaviour of operatives; Complaint.
This complaint is about the landlord’s handling of a leak in the resident’s property.
The complaint is about the landlord’s response to the resident about roof and guttering repairs and leaks at the property.
The complaint is about the landlord's handling of a leak into her home. This includes the landlord’s offer of compensation.
The complaint is about the landlord’s response to the resident’s concerns about her transfer to a new property.
The complaint is about the landlord’s handling of the resident’s reports about: Damp and mould throughout the property. Outstanding repairs. Staff conduct.
The complaint is about the landlord’s handling of the resident’s request for a transfer and change in allocation banding.
The complaint is about the landlord’s response to the resident about: Leaks at the property. A defective underfloor heating system.
This complaint is about the landlord’s handling of: Reports of issues with windows. Reports of a pest infestation. Reports of boiler issues. The associated complaint.
The complaint is about the landlord’s handling of: Reports of damp and mould within the property. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in her kitchen. The repayment of expenses claimed by the resident during a decant. The Ombudsman has also considered the landlord’s complaint handling as part of this investigation.
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Request for non-damp and mould related repairs. Reports of a ticking noise. Request for adaptations to her bathroom. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident about bathroom repairs.
REPORT COMPLAINT 202303418 The Guinness Partnership Limited 28 May 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 concerns about gas safety at her property.
REPORT COMPLAINT 202233522 Your Housing Group Limited 28 May 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 concerns that his service charge includes communal heating costs.
The complaint is about the landlord’s handling of: Reports of issues with the heating and hot water system. Reports of repairs to the kitchen window. The complaint and the level of compensation offered.
The complaint is about: The landlord’s response to reports of an intermittent leak. The associated complaint handling.
The complaint is about the landlord’s response to the resident’s request to be reimbursed for loss of earnings.
The resident’s complaint is about how the landlord has handled the following: Request to be rehoused. Reports of discrimination by the landlord. Reports of anti-social behaviour, specifically sexual harassment Reports of damp and mould in the property.
The resident’s complaint is about: The handling of the resident’s request to be transferred to suitable alternative accommodation. The landlord’s handling of requests for repairs following flooding from a neighbouring property. The landlord’s handling of the removal of asbestos from the resident’s property. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports regarding: Flooding in the property and the subsequent damage. The suitability of the temporary accommodation provided. The neighbour breaking into the property and theft of mail. Damage caused to possessions while transported by the landlord’s removals contractor. A mice …
The complaint is about the landlord’s handling of: Repairs to the kitchen. The landlord’s response to reports of damp and mould. The Ombudsman has decided to investigate the landlord’s complaint handling.
The resident’s complaint is about: The landlord’s handing of requests for repairs to windows and doors at the resident’s property. The landlord’s handling of requests for repairs to a fence and streetlight on the resident’s estate. The landlord’s handling of the resident’s complaint. The Ombudsman has also investigated the landlord’s …
The complaint is about the landlord’s handling of: The length of time it took the landlord to carry out boiler repairs. The landlord's response to the installation of a replacement boiler. The landlord's response to a request for compensation.
The complaint is about the landlord’s: Handling of the resident’s reports of a leak in the bathroom and follow‑on works Handling of the resident’s concerns about the window replacement and window repairs. Response to the resident’s reports of repair to the bath overflow and mixer taps. Response to the resident’s …
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB). Reports of harassment by noise nuisance. Request to be rehoused. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of leaks from the upstairs flat. The landlord’s response to the resident’s reports of noise transfer from the upstairs flat. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s request to carry out repairs to her adapted bathroom. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s response to leaking pipes and a blocked drain. The landlord’s handling of the resident’s request for compensation.
The complaint is about the landlord’s response to: The resident’s concerns about the level of increase in service charges. The resident’s request for information about a service charge increase. The resident’s request for a management pack. The resident’s complaint.
The complaint is about the landlord's handling of the resident's reports of: A leak and the associated damp and mould. Pests. Repairs to the front door and kitchen. The Ombudsman will also investigate the landlord’s complaints handling.
The complaint is about the landlord’s handling of: Damp and mould and associated bathroom repairs at the resident's property. The associated complaint.
REPORT COMPLAINT 202304865 The Riverside Group Limited 23 May 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 […]
| 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 |