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.
This complaint is about: The landlord’s handling of reports of a leak and water damage in the property. The landlord’s administration of the resident’s request for rehousing. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports that her windows needed replacing due to disrepair.
The complaint is about: the landlord’s handling of the resident’s reports of noise from a neighbouring property. the landlord’s handling of arrangements for asbestos removal in the resident’s property. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about: The landlord’s response to the resident’s concerns about the loft insulation. The landlord’s handling of the resident’s concerns about the standard of decoration. The landlord’s handling of the resident’s reports of water pooling in the garden. The landlord’s handling of the resident’s reports of damage to …
REPORT COMPLAINT 202228862 London Borough of Hackney 22 March 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 reports of damp and mould in the property. Complaint handling.
The complaint is about the landlord’s response to the resident about the handling of works recommended by occupational therapists.
The complaint is about the landlord’s handling of a request for a management transfer. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s request to downsize to a smaller property. Complaint handling.
The complaint is about the landlord’s handling of repairs to the roof of the resident’s property. This Service has also looked at the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: new build property defects; associated complaint.
The complaint is about the landlord’s response to the resident about: Damp and mould on a bathroom ceiling. A request for a new cupboard and sink in the kitchen. A request to repair a kitchen window. Heating repairs. Reasonable adjustments and communication. Its complaint handling.
The complaint is about: The landlord’s handling of disrepair reported by the resident. The landlord’s handing of a request to move property following the collapse of the resident’s ceiling and subsequent repairs, and her banding on the housing allocations system. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s request for a shower bench to be fitted in her wet room. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB) in the block, including fly-tipping, drug use and noise. Reports of communal repairs. Reports of pets being kept in the block. Management transfer request. The Ombudsman has also considered the landlord's complaint handling.
The complaint is about: The conduct of the landlord’s contractors and its notification of appointments. How the landlord responded to the resident’s concerns about how it records and shares information about asbestos within properties. Conditions applied by the landlord to an offer of compensation. The landlord’s handling of the resident’s …
This complaint is about the landlord’s response to the resident’s concerns about the removal of a stairlift to the communal stairs of her scheme and what might happen in the event that the main passenger lift failed.
The complaint is about the landlord’s: Handling of repairs to the kitchen and bathroom in the property. Communication regarding planned improvement works in the property. Handling of repairs to a garden wall. Complaint handling.
This complaint is about: The resident’s historical concerns about various issues including: The property’s condition on letting; The landlord’s handling of adaptations and repairs that were approved in 2016; The landlord’s response to the resident’s historical reports of antisocial behaviour (ASB) and estate management issues. The landlord’s response to the …
The complaint is about the landlord’s handling of the resident’s: Reports of repairs to the windows and doors, pipework and a manhole cover. Request for asbestos tiles to be removed from the property. Reports of damp and mould in the property. Complaint and the level of compensation offered.
The complaint is about the landlord’s handling of: Reports of pests in the property. The resident’s concerns about the condition of the property following a mutual exchange. The associated complaint.
The complaint is about the landlord’s: Handling of repairs to the fence and gate. Handling of the resident’s claim for stolen goods. Complaint handling.
The complaint is about the landlord’s: Handling of the resident’s request for rehousing on medical grounds. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Issues with the bathroom extractor fan. Problems with her shower. Damp and mould. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
This complaint is about the landlord’s handling of: The resident's reports of antisocial behaviour (ASB) by her neighbour. The resident’s rehousing request. The associated complaint.
The complaint is about the landlord’s handling of repairs in the resident’s property. This Service has also investigated the landlord’s: Communication and record keeping. Complaint handling.
This complaint is about the landlord’s handling of a silverfish infestation linked to damp in and around the property.
The complaint is about the landlord’s: Response to the resident’s reports of ASB. Complaint handling.
The complaint is around: The landlord’s handling of the resident’s requests for service charge information. The landlord’s handling of reports of leaks caused by roofing issues. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s decision to evict the resident and dispose of her personal belongings from the property. The landlord’s complaint handling.
The complaint is about the landlord’s response to: The resident’s reports of outstanding repairs following a rewire. The resident’s request for reasonable adjustments due to her disability. This report also looks at the landlord’s handling of the resident’s complaints.
The complaint is about the landlord’s response to the resident’s: Reports of antisocial behaviour. Concerns about the allocation of the property below him. Allegations that it discriminated against him. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to a wet room. The resident’s complaint.
The complaint is about the landlord’s: Response to outstanding repairs. Response to an information request. Complaint handing.
The complaint is about the landlord’s handling of damp and mould at the property. The Ombudsman has also considered the complaint handling in this case.
The resident’s complaint is about the landlord’s handling of repairs to the property. The landlord’s record keeping has also been considered.
The complaint is about: The landlord’s handling of the resident’s reports of alleged antisocial behaviour (ASB). The landlord’s allocation of the resident’s property. The landlord’s handling of the resident’s request to be rehoused. The landlord’s complaint handling.
This complaint is about the landlord’s responses to concerns raised about: The resident being asked to sign his occupancy agreement under pressure and being threatened with eviction. The suitability of the resident’s occupancy agreement. Its handling of repair reports and concerns about the facilities provided at the property. The support …
The complaint is about: The landlord’s handling of the resident’s concerns about the suitability of the property given his disabilities. The suitability of the resident’s occupancy agreement. The landlord’s request for the resident to sign a blank licence agreement and failure to issue a fully completed copy of the licence …
The complaint is about the landlord’s handling of the resident’s reports of damp, mould, and the associated survey. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The complaint.
The complaint is about the landlord’s: Handling of reports of damp and mould. Complaint handling.
The complaint is about the landlord’s handling of: Repairs to the property. The resident’s complaint.
The complaint is about the landlords handling of the resident’s: Reports of window repairs. Associated complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s over bath shower screen. The formal complaint, including its refusal to escalate the complaint to stage 2 of its complaints process. The Ombudsman has also considered the landlord’s knowledge and information management.
The complaint is about the landlord’s handling of: The resident’s mutual exchange. Repairs to the property following the mutual exchange. Pest control within the property.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould.
The complaint is about the landlord’s handling of the resident’s: Reports of noise nuisance and antisocial behaviour (ASB). Formal complaint.
The complaint is about the landlord’s: handling of outstanding repairs at the resident’s home, including leaks, damp, and mould. handling of a pest infestation. response to concerns about the level of service and support provided by its housing staff. The Service has also considered the landlord’s complaint handling and record …
The complaint is about: The landlord’s handling of repairs to the boiler.
| 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 |