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: Response to the resident’s reports of electric sockets not working in the property. Response to the resident’s reports of a problem with one of the windows in the property. Complaint handling.
The resident’s complaint is about: The landlord's response to the resident's reports of mould. The resident's report of the conduct of the operatives carrying out remedial work to the mould on 3 December 2020. The landlord's response to the resident's reports of anti-social behaviour (ASB). The landlord's response to the …
The complaint concerns: The landlord’s response to the resident’s concerns regarding the functionality of her toilet. The landlord’s handling of repairs to the resident’s bathroom.
REPORT COMPLAINT 202004901 Clarion Housing Association Limited 14 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. […]
The complaint concerns how the landlord responded to the resident’s reports of antisocial behaviour (ASB).
The complaint refers to: The landlord's handling of repairs following a leaking roof at the resident's property. The resident’s legal disrepair claim.
The complaint is about the level of compensation the landlord offered the resident following a leak into her property.
The complaint refers to the landlord’s handling of: Repairs to plastering in the property. Repairs to the resident’s boiler. The resident’s request for a replacement bathroom suite The resident’s request for kitchen alterations. Its communication with the resident The resident’s concerns related to racial discrimination. The length of time taken …
The complaint is about the landlord’s: Original decision to restrict the resident’s access to a single point of contact. Decision in December 2020 to retain the single point of contact. Handling of a communal repair.
The resident has complained that the landlord has offered insufficient compensation after upholding their complaint about the condition of the property when let, and about the handling of the resulting repairs.
This complaint is about the landlord’s handling of: the resident’s questions about service charges; the related complaint.
The resident has complained about the level of service provided by the landlord with regard to grounds maintenance and cleaning and about the handling of his queries about his service charge.
The resident complains about how the landlord has responded to his reports of structural issues and cracks in the property.
The complaint is about the landlord’s response to the resident’s: reports about repair works required at her property; reports about the landlord’s employee’s behaviour; reports about antisocial behaviour (ASB) from her neighbour; request to be transferred to an alternative property.
The resident has complained about the landlord’s handling of repairs to the roof and about the level of compensation it has offered.
The complaint is about: the level of compensation offered to the resident further to his reports of water ingress, damp and mould. the landlord’s response to the resident’s complaint about the “One-Stop-Shop.”
This complaint is about the landlord’s handling of: the resident’s reports of mould growth in her property; the related complaint.
The complaint concerns the landlord’s response to reports of repairs to the resident’s garage.
The complaint is about the Council disposing of items it was storing for the resident.
The landlords handling of the residents reports concerning gardening and guttering issues.
The complaint concerns the landlord’s handling of the resident’s reports of antisocial behaviour caused by his upstairs neighbours.
The complaint is about the landlord’s response to the resident’s reports of repairs following major gas works in 2019.
The resident complains about the landlord's handling of her concerns about service charge and lift maintenance costs.
The complaint is about the landlord’s decision not to compensate the resident for damage to the flooring and walls, caused by a leak at the property. The complaint is also about the landlord’s communication and complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The complaint is about: The landlord’s handling of repairs to the security light outside the resident’s property. The landlord’s associated complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of a faulty intercom entry system. The landlord’s response to the resident’s reports of a faulty communal front door lock. The landlord’s response to the resident’s reports of an unusable communal bin store. The landlord’s handling of the associated …
The resident complained about the level of compensation the landlord offered toward the cleaning, following a fire in the property.
The complaint is about the landlords response to the resident’s concerns regarding a data breach.
REPORT COMPLAINT 202101785 Clarion Housing Association Limited 5 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 […]
The complaint is about: The landlord’s response to vandalism and misuse of the resident’s allocated parking bay. The landlord’s handling of repairs and replacement of the resident’s parking bollard. The landlord’s complaints handling.
The complaint concerns: The landlord’s response to the resident’s reports of the condition of the communal bin store serving her property; it’s decision to decline the resident’s request for a management transfer; the effect the situation has had on her family’s health; how the resident’s request to be rehoused on …
The resident is unhappy that a parking space was not included within the purchase of their property. The resident is unhappy that the landlord has not subsequently agreed to sell them a parking space.
The complaint concerns the landlord’s: Handling of repairs to the property following a leak from a radiator. Refusal to reimburse the resident for damage to his personal items caused by the leak. Formal complaint into these matters.
The complaint is about the landlord's response to the resident’s request for compensation for personal injury and damage to personal items resulting from a leak caused by roof works.
This complaint is about the landlord’s handling of the resident’s reports of damage caused to his property during heating works.
The complaint is about the landlord’s decision not to reimburse the resident for money he spent on private accommodation while works to the property were being carried out.
The complaint is about the landlord’s: Handling of the resident’s reports of outstanding repairs to and the security of his front door. Associated complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of reports of ASB made about the resident.
The complaints are about the landlord’s: Handling of repairs to the shower. Response to concerns that were raised about the replacement shower. Handling of the formal complaint. Response to concerns that were raised about the resident’s mother injuring herself when using the replacement shower.
The complaint concerns the landlord’s: response to the resident’s report of a water leak in the property. handling of the associated complaint. response to the resident’s concerns about rubbish left outside his property.
The complaint is about: The landlord's handling of the resident’s reports of leaks coming from her water tank and leaving her with no hot water. The landlord’s associated complaint handling.
The complaint is about advice given by a council officer to a councillor about the council’s contact restrictions relating to the resident.
The complaint concerns the landlord’s response to the resident’s reports of noise emanating from the water tanks in their building.
The complaint is about the landlord’s response to the resident’s concerns of the misuse of parking facilities in his estate.
The complaint is about the landlord’s response to the resident’s reports about damage to his walls and floors.
The complaint is about the landlord’s response to the residents reports of: Anti-social behaviour (ASB) and drug use at the property. The landlord’s complaint handling.
The complaint is about the landlord’s response to the residents reports of: Mould and damp within the property and the installation of extraction fans. Damage to the resident’s belongings from mould and damp. Its complaints handling. The effects of the mould on the resident’s physical and mental health.
The resident has complained about: The time taken to respond to reports of a beeping fire alarm. Contractors visiting without notice. The standard of cleaning in communal areas, including the inadequate use of Personal Protective Equipment (PPE). The landlord’s response to reports about the communal door being left open. The …
The complaint is about the landlord’s handling of the residents’ reports of an odour coming from their water tank.
| 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 |