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 the resident’s reports of: Repairs required to the boundary wall. Overgrown brambles and the subsequent damage caused. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports of alleged antisocial behaviour (ASB) and hate crime by his neighbours, including the resident’s concerns of discrimination by the landlord. Handling of counter allegations about the resident’s alleged ASB. Handling of his rent account including its response to the …
The complaint is about the landlord’s: Response to the resident’s concerns about the bathroom. Response to the resident’s request to be moved to supported housing. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s window repairs. The complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB) by her neighbour. Handing of counter allegations made against the resident by the neighbour. Complaint handling.
The complaint is about the landlord’s response to the resident’s: queries about heating and hot water charges. concerns about loft insulation. request to move the heating control panel.
This complaint is about the landlord’s:
The complaint is about the landlord’s: Handling of the resident’s reports of ASB. Response to the residents installation of personal CCTV cameras.
The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance from her neighbour. The associated formal complaint.
The complaint is about the landlord’s: Response to the resident’s reports of sewage smells in her home. Complaint handling.
The complaint is about the landlord’s: Handling of repairs to faulty kitchen cupboard doors. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of fly tipping in the bin store. Concerns relating to the caretaker’s performance. Reports of repairs required to the external communal doors of the building. Reports of repairs required to the car park gates. Reports of antisocial behaviour (ASB) …
The complaint is about the landlord’s handling of concerns about a mutual exchange, including: property inspection and condition of the property. subsequent remedial works. staff conduct. gas and electrical safety checks. the deed of assignment. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s reports about service charges . The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from the resident.
The complaint is about the landlord’s: Handling of the resident’s purchase of the property. Setting of the rent. Administration of the resident’s rent account. Complaint handling.
The resident’s complaint is about: The landlord’s handling of a breakdown of the hot water system and the associated offer of compensation. The Service has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident's reports of antisocial behaviour (ASB). Handling of the installation of LED lights and its response to the resident reporting experiencing electric shocks. Complaints handling.
The complaint is about the landlord’s: Conclusion that the garden was communal. Response to the resident’s request for a fence to be installed. Response to outstanding repair and maintenance issues. Record keeping. Complaint handling.
The complaint is about: The landlord’s response to the resident’s report of a lift breakdown. The landlord’s response to the resident’s concerns about fire safety. The Ombudsman has considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of repairs at the resident’s property. Handling of reports of pest infestation. Decision to offset rent arrears from the resident’s home loss payment. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s requests for repairs to the cooker The resident’s request for a fence to be installed. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Leaks into the living room and back bedroom causing damp. The standard of cleaning and maintenance of the communal area. Being charged for maintenance works for storm damage. This Service has also considered the landlord’s handling of the …
The complaint is about the landlord’s response of the resident’s reports of: Mechanical ventilation issues. Various repairs. Staff conduct. Allegations of antisocial behaviour (ASB) This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: reports of a leak affecting their property. request for suitable alternative accommodation while works to the repair the leak were undertaken. concerns regarding the conduct of its staff. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: response to concerns about the presence of carbon monoxide; response to concerns about a lack of heating and hot water; complaint handling.
The complaint is about the landlord’s handling of water ingress into the property resulting in damp and mould. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of: Damp and mould at the resident’s property. The associated complaint.
REPORT COMPLAINT 202119661 London Borough of Hounslow 10 January 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: A personal injury claim by the resident due to delays in the installation of the heating system. Delays installing a heating system, resulting in a loss of heating and hot water at the resident’s property. The landlord’s handling of the resident’s complaint.
The complaint is regarding the landlord’s: Sharing of the resident’s personal data with utility companies. Management of the resident’s rent account. Response to the resident’s reports of anti-social behaviour (ASB) being carried out by the Police. This investigation has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s: Handling of the resident’s application for succession. Complaint handling.
The complaint is about the landlord’s: Handling of repairs to the extractor fans. Response to reports of a water leak. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202202399 Hornsey Housing Trust Limited 9 January 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: external repair works including its level of communication; and the resident’s queries relating to a section 20 Landlord and Tenant Act 1985 (as amended) consultation. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s report of leaks from a neighbouring property. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of requests for information from its external insurance provider. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of: The resident's reports of no heating and hot water. The replacement boiler. The landlord's complaint handling has also been investigated.
The complaint is about the landlord's handling of: The resident’s reports of antisocial behaviour (ASB) including the parking issue. The resident’s concerns relating to the plans for the parking spaces near the property. Complaint handling.
The complaint is about the landlord’s handling of: Major works to the communal parts of the building. Its potential purchase of the resident’s property.
This complaint is about the landlord’s response to the resident’s reports of noise nuisance. The Ombudsman also considered the landlord’s complaint handling.
The complaint is about the landlord’s provision of information relating to: Parking. Snags and defects.
The complaint is about the landlord’s: Handling of reports of repairs after the resident moved into the property. Handling of the resident’s request for the electrical safety certificate. Complaint handling.
The resident’s complaint is about the landlord’s: Decision to serve her a ‘notice of seeking possession’ (NOSP). Handling of her concerns about a neighbour’s flooring. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks from the property above, and the associated repairs. Reports of a rat infestation. Concerns the water tank was contaminated. Query about the size of a bedroom.
The complaint is about the landlord’s management of vehicle obstruction to an access road. The Ombudsman has also investigated the landlord's complaint handling.
The complaint is about the resident’s concerns regarding the level of compensation offered by the landlord following reports of defects at the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Concerns raised by the resident about the condition of the property when it was let. The resident’s reports of damp and mould and the associated repairs. The resident’s reports of issues with the boiler. The resident’s reports of leaks. The work required …
The complaint is about the landlord's handling of: External window cleaning and the associated service charges. The resident's concerns about the fire alarm system and procedure. The resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s reports concerning the conduct of its contractor’s staff and the resulting ‘duty of care’ alert raised against the resident by its contractors. The associated complaints.
The complaint is about the landlord’s handling of the boiler and thermostat.
| 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 |