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.
REPORT COMPLAINT 202216977 Notting Hill Genesis (NHG) 26 February 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 case. This […]
The complaint is about: The landlord’s handling of the resident’s repairs including damp and mould. The landlord’s complaint handling. The Ombudsman has also assessed the landlord’s record keeping.
The complaint is about: The landlord’s response to the resident’s concerns about its administration of his tenancy, including his rent account. The level of service provided to the resident by the landlord’s customer service hub. The landlord’s handling of the resident’s complaint.
The complaint is about the condition of the property at the start of the tenancy.
The complaint is about the landlord’s handling of the resident’s: Request to disconnect his property from the communal heating system. Request for it to waive heating charges. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: a bird infestation in the resident’s property. the resident’s decant. a heating and hot water repair. The Ombudsman has also investigated the landlord’s: complaint handling. record keeping.
The complaint is about the landlord’s: Handling of outstanding repairs in the property. Handling of damp and mould in the property. The Ombudsman has also investigated the landlord’s handling of the complaint, including the level of compensation offered.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour. The resident’s reports of cracks in the wall. The resident’s reports of repairs required to the communal front door.
The complaint is about the landlord’s: Handling of reports of a rodent infestation. Response to a request for temporary housing. Complaint handling. Record keeping.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs, and the associated decant. Complaint.
The complaint is about the landlords handling of: The resident's reports related to the supply of hot water after it was turned off following a leak into the flat below her. The renewal of the radiators and associated pipework. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of a rodent infestation in the resident’s property. The Ombudsman has also investigated the landlord’s complaint handling.
This complaint is about the landlord’s: Response to the resident’s reports of mould; Handling of recommended aids and adaptations; Response to the resident’s concerns about a replacement kitchen; Complaint handling. The Ombudsman also considered the landlord’s record keeping.
The complaint is about the landlords’ managing agent’s: Provision of support to the resident. Handling of the resident’s eviction from the property. The Ombudsman has also considered the landlords’ managing agent’s complaint handling.
The landlord's response to the resident's queries about service charges. The landlord’s handling of the complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of damp and mould in her property. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damage to her kitchen cupboards.
The complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB). Reports of poor staff conduct. The complaint.
The complaint is about: The landlord’s response to the resident’s reports about a leak from a leaseholder property. The landlord’s response to the resident’s reports of damp and mould. The landlord’s complaint handling.
The complaint is about the landlord's response to reports of a protruding gas pipe.
The complaint is about the landlord’s handling of the resident’s concerns about fly tipping and waste management on the estate where he lived.
The complaint is about the landlord’s handling of: The resident’s reports of issues with the water supply. Remedial works following excavation of the resident’s yard.
The complaint is about:
The landlord’s handling of the resident’s request to assign his tenancy via a mutual exchange.
The complaint is about the landlord’s handling of the resident’s: Concerns about the suitability of the allocated property; Reports of antisocial behaviour (ASB) and noise nuisance; Concerns about the conduct of the housing director; Concerns about the condition of the windows; Request for a move; Request for compensation, including reimbursement …
The complaint is about the landlord’s handling of: Leaks, damp, and mould at the resident’s property. Internal and external repairs at the resident’s property. The resident’s decant from her property.
The complaint is about the landlords handing of leaks into the residents property and the resulting damage. The landlords handling of the residents complaint including the compensation offered.
The complaint is about the landlord’s handling of the resident’s: Queries about her service charges. Formal complaint.
The complaint is about the landlord’s response to the resident’s reports regarding water leaking from a window and resulting damage at her property.
The complaint is about the landlord’s handling of outstanding repairs to the resident’s property, including the level of compensation offered. The Ombudsman has also investigated the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB) from a neighbouring property. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak. Reports of damp and mould following the leak. Formal complaint. The Ombudsman has also considered the landlord’s knowledge and information management.
This complaint is about the landlord’s: Delays resolving repairs reported by the resident, and the level of compensation it offered her in response to them. Complaint Handling.
The complaint is about the landlord’s handling of reports of noise nuisance and antisocial behaviour (ASB) from a neighbouring property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to a leak into the resident’s bathroom. Complaint handling.
The resident’s complaint is about: The landlord’s handling of a dispute over the rear garden. The landlord’s handling of issues relating to a parking space. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of a repair to the resident’s heat pump.
The complaint is about the landlord’s handling of the resident’s concerns regarding notice of cyclical works to her building, and related charges.
The complaint is about the landlord’s: Handing of majors works. Response to damage to her closed-circuit television (CCTV).
The complaint is about the landlord’s: Response to the resident’s concerns about rising heating costs due to poor insulation in the property. Response to the resident’s reports of noise and smells coming from the binstores. Response to the resident's request to be rehoused. Handling of the resident’s complaints. This report …
The complaint is about the landlord’s handling of repairs to the resident’s boundary wall.
The complaint is about the landlord’s handling of the ending of the resident’s tenancy.
The complaint is about the landlord’s: Handling of repairs to the property’s heating and hot water. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of uneven floors. Reports of repairs to the shower room and hallway. Reports of damp and mould. Complaints.
The complaint is about the landlord letting a property to the resident without a carbon monoxide (CO) alarm.
The complaint is about the landlord’s handling of the resident’s: Request for replacement windows. Concerns about the affordability of the property. Request for the storage heaters and aerial sockets to be relocated. Concerns about access to the water meter. Associated formal complaint.
The complaint is about the landlord’s response to the resident’s request for installation of CCTV in relation to Anti-social behaviour (ASB).
The complaint is about the landlord’s response to the resident’s reports of leaks into his property in 2022.
The complaint is about the landlord’s handling of the resident’s: Request for window repairs. Request for ceiling repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB), including safeguarding concerns; request for rehousing. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
| 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 |