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 noise nuisance from her neighbour. Landlord’s record keeping and complaint handling. Effect of noise nuisance on the health of the resident’s family.
The complaint is about the payability and reasonableness of the service charges at the property.
The complaint concerns the landlord’s handling of: repairs to resolve a leak in the roof of the building, and; the resident’s request to receive a copy of a surveyor’s report following an inspection of the building.
The complaint is about the landlord’s response to reports of anti-social behaviour (ASB).
The complaint refers to: The landlord’s response to the resident’s request for compensation for the interruption of the gas supply to the property. The landlord’s handling of the resident’s Subject Access Request. The landlord’s communication and handling of the associated complaint.
The complaint is about the landlord’s: response to the resident’s reports of repairs required to the intercom system at the property, response to the resident’s reports of repairs required to the communal back door to the property, complaints handling.
The complaint concerns the landlord’s response to reports of staff conduct.
The complaint is about the landlord’s handling of the repair to the boiler.
The complaint concerns the landlord’s response to the resident’s reports of condensation on her windows.
The complaint is about the landlord’s response to the resident’s concerns regarding the administration of the sales procedure in respect of the property which she owned.
The complaint is about: the landlord’s handling of the resident’s request for a refund of her service charge in relation to the number of times the communal lift was not in operation; the landlord's associated handling of the complaint.
The resident complained about: The division of the rear garden to the property. The landlord’s response to their request that they be granted possession of thier neighbour’s garden.
The complaint is about the landlord’s response to: The resident’s concerns about the condition of the property when the tenancy began. The resident’s concerns about the condition of the property and outstanding repairs from 2020 onwards. Pest infestations at the property. The resident’s request to be transferred to a two-bedroom …
The complaint is about: The landlord's response to the resident’s report that a leak from her toilet in 2020 had caused her water bill to increase. The resident’s concerns about her increased water usage between 2016 and 2020, which she says was caused by leaks in her property.
The complaint concerns: The landlord’s handling of the resident’s historical reports of antisocial behaviour. The landlord’s handling of the resident’s reports of antisocial behaviour from mid-2020 onwards. The impact the antisocial behaviour had on the resident and her partner’s health.
The complaint is about the landlord’s handling of a property transfer offer.
The complaint is about the landlord’s handling of repairs to the communal lift at the property.
The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from her neighbour. The resident’s concerns about the landlord’s handling of her Freedom of Information request.
The complaint concerns: The landlord’s handling and administration of the resident’s service charge payments. The level of the service charge. The landlord’s handling of the formal complaint about these matters.
REPORT COMPLAINT 202010475 Hammersmith and Fulham Council 14 June 2021 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 repairs to the resident’s former property. Response to the resident’s request for a property transfer.
The complaint is about: The landlord’s handling of the resident’s reports of pests in her property. The landlord’s complaint handling
This complaint is about the landlord’s handling of: the resident’s reports that the property had not met lettable standards; the resident’s reports of repairs needed to her property; kitchen upgrade works; the resident’s requests for it to consider her circumstances and offer appropriate support.
The complaint is about the landlord’s response to the resident’s request for it to redecorate, following damage caused by a leak from the roof.
The complaint is about: the advice given to the resident concerning the Home Choice Scheme. how the landlord handled the resident’s reports of ASB including how staff communicated with her.
The complaint is about the landlord’s response to the resident’s reports of rodents in her property.
The complaint is about the landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB).
REPORT COMPLAINT 202013847 Midland Heart Limited 10 June 2021 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 refers to: The landlord’s handling of the major adaptations to the resident’s property. The resident’s concerns about delays caused by the local authority and its appointed contractor in completing the adaptations.
The complaints are about the landlord’s:
The complaint is about the level of compensation offered by the landlord’s insurer in relation to the resident’s claim for property damage and loss of rental income following a leak from a neighbouring property.
The complaint is about: The level and reasonableness of the service charges paid by the resident. The landlord’s response to the resident’s queries regarding service charges. The landlord’s response to the resident’s request for information concerning cladding on the building which the property is situated in, including the production of …
The complaint is about the landlord’s response to the resident’s reports about damage to her sofa.
The complaint concerns the level of compensation offered to the resident by the landlord following the loss of heating and hot water in her property.
REPORT COMPLAINT 202104519 Clarion Housing Association Limited 8 June 2021 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman Scheme. The Ombudsman must determine […]
The complaint is about the landlord’s handling of reports of pipe blockages and leaks into the Resident’s property.
The complaint is about the landlord’s refusal to allow the resident to purchase the property.
The complaint refers to the landlord’s response to the resident’s concerns about: The grounds maintenance provided at the property. The service charge associated with grounds maintenance at the property.
The complaint refers to: The landlord’s response to the resident’s report of the vegetation being removed from the trellis that runs along the boundary of her garden. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s demand for a charge prior to sale of the property, for the Renewable Heat Incentive Scheme (RHIS) payments it would not receive following the resident becoming legal owner.
The complaint is about the landlord’s response to reports of large cracks in the walls of the property and the associated repairs.
The complaint is about the landlord’s response to the resident’s report of rats and squirrels in her loft.
REPORT COMPLAINT 202009764 Optivo 3 June 2021 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 out […]
REPORT COMPLAINT 202012977 Paradigm Housing Group Limited 6 June 2021 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 concerns the landlord’s handling of repairs to the resident’s stairs.
The complaint is about: the landlord’s handling of reports of Anti-Social Behaviour (ASB). The complaint is also about the landlord’s complaint handling.
The complaint was about the landlord's response to the resident's:
The complaint refers to: The landlord’s response to the resident’s Right-to-Buy application (RTB).
The resident complained about the landlord’s handling of their request to install security lighting in the garden.
The complaint concerns: The landlord’s handling of charges associated with the car park. The landlord’s decision to withhold information from the resident’s subject access request. The level of rent charged to the resident.
| 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 |