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 anti social behaviour (ASB). Reports of noise nuisance. Concerns about staff conduct. Request to be moved by the landlord due to the ASB and noise nuisance. Housing application. Associated complaint.
REPORT COMPLAINT 202118413 Bristol City Council 19 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 […]
The complaint is about the landlord’s: Response to the resident’s reports of an ongoing pigeons’ infestation. Response to the resident’s concerns of the difference between the service charge actuals and estimates for year 2020/2021 and the service charge increase. Associated complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of defects after she moved into the new build property, including its complaint response.
The complaint is about: The landlord’s handling of the resident’s request for a transfer.
The complaint is about: The level of the resident’s rent. The landlord’s handling of the resident’s concerns about the level of his rent. The landlord’s handling of the resident’s request that it buys back his share in the property. An apparent flaw in the shared ownership scheme which the resident …
The complaint is about the landlord’s response to the resident’s concerns about: noise transference. fire safety in the building. complaint handling.
The complaint is about: The landlord’s response to the resident’s concerns about the type of tenancy issued, lack of welcome visit, and request for rehousing. The landlord’s response to the resident’s concerns about the property condition when let. The landlord’s handling of repairs. The landlord’s handling of a pest infestation …
The complaint is about the landlord's handling of reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: reports of collapsed ceilings, heating and hot water failures, plumbing blockages, leaks, unsanitary living conditions, and related repairs; associated complaint and compensation claim.
The complaint is about the landlord’s response to the resident’s: Concerns of administration and calculation of service charge actuals and monitoring of the quality of works. Concerns of reasonableness of services charges for the services provided, increase of service charges, and lease variations. Request to be refunded for service charges. …
The complaint is about: The condition of the property at the start of the tenancy. The landlord’s handling of the decant process. The landlord’s handling of ongoing repairs and the conduct of its staff. The landlord’s handling of the resident’s complaint.
The resident’s complaint is about the landlord’s response to: The resident’s reports of issues with bin store maintenance. The resident’s reports of drug dealing from a neighbouring property. The resident’s concerns about communal window cleaning and grounds maintenance. The resident’s request that the landlord remove signage from the building and …
The complaint is about the landlord’s response to reports of damp and mould.
The complaint is about: Information provided during the sales process. The landlord's handling of the resident’s reports about repairs. The Ombudsman investigated the landlord's handling of the associated complaint.
This 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 response to the resident’s reports that she was experiencing noise nuisance and antisocial behaviour (ASB) from her upstairs neighbour. The landlord’s handling of the resident’s transfer request. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to the building following a burglary. The resident’s request for it to provide CCTV footage to the police. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Communication about cyclical works. Complaint handling.
This complaint is about: The condition of the property when the resident started her tenancy. Problems with damp and mould. The landlord’s handling of the resident’s antisocial behaviour reports. The landlord’s handling of general repairs in the resident’s home. The resident’s view that the landlord had harassed, victimised and intimidated …
This complaint is about: The landlord’s handling of reports about the resident’s alleged antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
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.
| 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 | 3,023 | 247 | 272 |
| 2025 | 4,476 | 513 | 709 |
| 2026 | 1,636 | 211 | 238 |