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 202115757 Stonewater Limited 18 December 2023 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 is set […]
This complaint is about the landlord’s handling of the resident’s reports of damp and mould problems in his home.
The complaint is about the landlord’s handling of the resident’s queries about his service charges. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s handling of the resident’s report of a suspected carbon monoxide leak. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about: The level of compensation offered by the landlord following a wide range of repair, cleaning, communication, gardening and maintenance issues in the resident’s home and the communal areas of his block. The resident’s concern that the bathroom in his property was not as advertised when he …
The complaint is about the landlord’s handling of the resident’s: Report about the condition of the property when it was let and outstanding repairs. Associated formal complaint and communication.
The complaint is about the landlord’s handling of: reports of repairs needed to the roof. reports of damp and mould and lack of insulation. the related complaint. The complaint is also about impact of damp and mould on the resident’s family’s health. The Service has also considered the landlord’s record …
The complaint is about the landlord’s handling of the resident’s request for it to secure its own access to the communal plant room. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Handling of reports about bedbugs in the property. Complaint handling.
The complaint is about: The information provided by the landlord before the resident accepted the tenancy. The landlord’s response to the resident’s request to alter the property. The Ombudsman has also investigated the landlord's complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould at the property and the replacement of a broken window.
The complaint is about the landlord’s handling of: Reports of a leak into the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns: about service charges and that he is being charged for services he does not receive; he was advised incorrectly he was in rent arrears; over the landlord’s staff conduct. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202111325 Islington Council 14 December 2023 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 reports of a toilet leak, and the subsequent damage to the kitchen. The resident's reports of damp and mould and the associated repairs. The resident's complaint and request for compensation.
The complaint is about the landlords’ handling of: repairs to the guttering, and internal remedial works and damage to the resident’s belongings. The Ombudsman has also considered the associated complaint handling.
This complaint is about the landlord’s: Response to the resident’s concerns about the property’s condition on letting. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: handling of repairs to the balcony door; handling of reports of a rat infestation; complaint handling
The complaint is about the landlord’s handling of the resident’s: Reports of a leak and subsequent repairs. Formal complaint.
REPORT COMPLAINT 201906790 Poplar Housing And Regeneration Community Association Limited 14 December 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and hate crime.
The complaint is about: The landlord’s handling of the resident’s concerns about fire safety, including how it processed the EWS1 form. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Response to the resident’s reports of water ingress. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of leaks in the property. The residents decant and compensation payments. Boiler repairs.
The complaint is about the landlord’s response to the resident’s: Reports about damp and mould. Reports about a pest infestation. Concerns about the conduct of the landlord’s staff. The Ombudsman has also considered the landlord’s complaint handling and record keeping.
The complaint is about the landlord’s handling of: - A leak and associated repairs. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the repair of leaks from the property above the resident. Handling of the repair of the resident’s bathroom and hallway ceilings damaged by the leaks.
The complaint is about the landlord’s: Handling of the resident’s reports about noise nuisance and antisocial behaviour (ASB). Complaint handling.
The complaint is about the landlord’s response to: The resident’s request for a door replacement. The resident’s reports of noise transference and soundproofing issues. This report has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of a leak affecting the property, including the time taken to complete repairs. The landlord’s complaint handling has also been investigated.
REPORT COMPLAINT 202217685 Waltham Forest Council 12 December 2023 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 is about the landlord's handling of the resident’s : Reports of damp and mould, and the associated repairs. Request to repair the back door. Complaint.
The complaint is about the landlord’s handling of the resident’s: Report about the conduct of an employee. Report that the expected work was not completed. Associated formal complaint and communication.
The complaint is about the landlord’s handling of the resident’s reports about: Bathroom wall cracks, flaking paint and replacement of a rusty radiator. Issues with the kitchen extractor fan. This Service has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of overflowing gutters. Response to the resident’s reports of drains being flooded following the jet washing of a neighbouring building. Response to the resident’s reports of a boiler problem that left her without heating or hot water for four …
The complaint is about the landlord’s handling of the resident’s concerns about: The condition of the property when it was first let. When the rent was first payable from. Repairs at the property. A gas leak.
The complaint is about the landlord’s: handling of the resident’s reports of smoke ingress to her property. response to the resident’s reports of antisocial behaviour (ASB). Complaint handling.
The complaint is about the landlord’s handling of: repairs, including to the roof, the front door, the side door, damp and mould in the kitchen, a kitchen plug socket, the toilet, holes in the concrete hallway floor, a hole in the bottom step, the bedroom radiator, silicone around the bath, …
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: Application to succeed her late mother's tenancy. Repairs including leaks and mould. Reports of rubbish in and around the property. Formal complaint The Ombudsman has also considered the landlord’s knowledge and information management.
The complaint is about the landlord’s handling of the resident’s reports concerning: Leaks, damp and mould in the property. Repairs required to the kitchen window. The associated complaint.
The complaint is about the landlord’s response to the resident’s reports of structural noise issues with the property.
The complaint is about the landlord’s handling of the resident’s: Request to be re-housed. concerns about staff conduct . reported repairs and the condition of the property at the time it was let to the resident. associated complaints.
The complaint is about the landlord’s handling of the resident’s: Request to be re-housed. Concerns about staff conduct . Reported repairs and the condition of the property at the time it was let to the resident. Associated complaints.
The complaint is about the landlord’s handling of: Repairs to the resident’s kitchen following a leak from the property located above and from the external brickwork and carrying out an asbestos survey. The conduct of the landlord’s surveyor and contractors. The associated complaint.
The complaint is about: The condition of the property when the resident moved in. The information provided about the property. The landlord's handling of repairs to the property. The landlord’s response to the resident’s request for costs incurred.
The complaint is about: The landlord’s handling of the resident’s reports of repairs to: Plumbing – Water tank/boiler, shower, taps and drainage; Roof leak and ceiling damage; Window; Garage door. The landlord’s complaint handling .
The complaint is about: the landlord’s handling of the decision to decommission the resident’s property; the landlord’s handling of the resident’s rehousing concerns.
| 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 |