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: Response to the resident’s reports of ASB and noise disturbance. Response to the resident’s concerns about an external light being connected to her electricity supply. Response to the outstanding repairs and the windows obstructing the gate when opened. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The window repair issues.
The complaint is about:
This complaint is about the landlord’s response to: The resident’s reports of a faulty central heating system within the property. The resident’s request for repairs to the shed and query regarding its ownership. The resident’s reports about the conduct of the landlord’s staff member.
The complaint is about the landlord’s response to the resident's reports of damp, mould and outstanding repairs. This report will also look at the landlord’s: Complaint handling; Record keeping.
The complaint is about the landlord’s: Handling and management of repairs to reinstate heating and hot water in the property. Response to the resident’s reports of outstanding repairs within the property. Response to the resident’s reports that the property was inaccurately advertised as a ground floor property. Provision of information …
The resident has complained: about the landlord’s response to reports of operatives entering the garden without permission. about the landlord’s response to reports of non-household rubbish left outside the property. about the landlord’s response to concerns about contact arrangements. about the landlord’s response to concerns about the property condition. that …
The complaint is about the landlord’s response to the resident’s concerns about: Communication regarding major works carried out to the block. The standard of works carried out to the roof, windows and paintworks within the major works programme. The decision to remove the rear balconies from the building and impact …
The complaint is about: The landlord’s response to the resident’s concerns about the standard to which tarmacking repairs have been completed. The landlord’s response to the resident’s service charge enquires, particularly concerning the service charges for external estate lights, playground repair/maintenance and air conditioning. The Service has also considered the …
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from his neighbour.
The complaint is about the landlord’s handling of reports of leaks, damp, and mould in the property.
The complaint is about the landlord’s: Administration of the resident’s rent account and explanation for the arrears. Handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s reports of leaks from the property above.
The complaint is about the landlord’s: Response to the resident’s concerns in relation to paying service charges for services not being provided or not being provided to a satisfactory level related to: CCTV monitoring and footage request; Cleaning, window cleaning and ground maintenance of the estate; Major works. Response to …
The complaint is about the landlord’s response to: The resident’s concerns that the property was unsafe/unsuitable to reside at; Outstanding repairs; A mice infestation; The resident’s concerns about his rent arrears.
The complaint is about the landlord’s responses to the resident’s: Concerns about the repairs and maintenance of the block. Concern that her email communication to the landlord was blocked. Queries concerning the service charges. The investigation also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s concerns about the communal cleaning service.
The complaint is about the landlord’s: response to the resident’s request to be rehoused. handling of a leak and follow on repairs in the property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord's handling of repairs to a defective heating and hot water system. The Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of dirt and fleas in communal areas. Reports of antisocial behaviour (ASB) and staff conduct. Formal complaint.
The complaint is about: The landlord’s handling of planned works to refurbish the resident’s bathroom and the resident’s reports of damage. The Ombudsman has considered the landlord’s complaint handling.
The complaint is about; The landlord’s handling of a leak in the resident’s property. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s: handling of repairs to the resident’s property (flooring, hot water tank and stopcock). response to the resident’s concerns about the conduct of its contractor. complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) and racial abuse. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of reports of damp and mould. The landlord’s handling of the resident’s request for compensation in recognition of damaged belongings.
This is about the landlord’s handing of: Remedial works at the property. The landlord’s communication about the resident’s proposed temporary and permanent moves. The associated complaint.
The complaint is about the landlord’s response to: The resident’s reports of antisocial behaviour (ASB) caused by her neighbours. The resident’s reports about the conduct of the housing officer. The resident’s request to be rehoused. This report also looks at the landlord’s handling of the resident’s complaints and its record …
REPORT COMPLAINT 202200954 Peabody Trust 27 October 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: Reports of leaks to the property and the handling of repairs. Reports of damp and mould in the property. The Ombudsman has also investigated the landlord’s communication and complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of ASB. Response to the residents reports of services paid for via the service charge. Increase of the service charge. Complaint handling.
The complaint is about the landlord’s response to the resident’s reports of water hammer noise.
The complaint is about: The level and reasonableness of the landlord's service charges for major works for a fire door and alarms at the resident’s property. The landlord’s handling of outstanding works to replace the resident’s flat entrance door. The landlord’s communications and complaint handling.
The complaint is about the landlord’s handling of: A flood at the residents’ property and their damaged belongings. The associated complaint.
The complaint is about the landlord's handling of the resident’s reports of cracks appearing in the walls of the property. This investigation has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to: The residents’ concerns about its handling of a leak into the flat below as well as their concerns about operatives visiting the property without appropriate personal protective equipment (PPE). The resident’s reports of a leak. The residents’ reports of disrepair in the …
The complaint is about: The landlord's response to reports of a leak from the resident's toilet. The landlord's handling of the resident's reports of a leak from the property above. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s service charge enquiries. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of repairs to the outhouse. The landlord’s communication about repairs. The landlord’s handling of the resident’s complaint. The resident’s concern that she had been discriminated against. The Ombudsman has also assessed the landlord’s record keeping.
The complaint is about the landlord’s: Handling of repairs to fix a leaking roof. Complaints handling. Knowledge and information management.
The complaint is about the landlord’s handling of: The bathroom repair works carried out by the landlord’s contractor and the conduct of its operative. The associated complaint. Reported damage to flooring caused by the contractor’s operative.
The complaint is about the landlord’s handling of: Repairs, in particular: Repairs to the resident’s pathway. The resident’s request to fit handrails. Repairs to the resident's stairlift. The resident’s complaint. The resident’s concern that it discriminated against him. The resident’s concern that its handling of the repairs had an adverse …
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Request for new windows. Concerns about a named staff member.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) about a neighbour. The resident’s concerns about the request from the landlord to remove her pool from the communal area.
The complaint is about: The landlord’s handling of repairs to a faulty centrifugal fan. The landlord’s complaint handling.
This complaint is about the landlord’s: Response to the resident’s report of a flood; Handling of a related decant; Handling of heating issues in the resident’s temporary accommodation; Handling of the resident’s rehousing requests from October 2021; Response to the resident’s vulnerabilities, health, and welfare concerns; Complaint handling.
The complaint is about the landlord’s handling of the resident’s report of antisocial behaviour (ASB) in October 2021. The Ombudsman has also considered: Record keeping. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Concern about its maintenance of the communal areas. Reports of anti social behaviour (ASB). Concern about the service she received from her housing officer. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The landlord’s response to the resident’s reports of a leak. The associated complaint.
The complaint is about the landlord’s handling of: Repairs following a leak at the resident’s property. The associated formal complaint.
The complaint is about the landlord’s response to: The resident’s reports of damp and mould and outstanding repair issues at the resident’s property. The resident’s insurance claim. Staff behaviour. Complaint handling.
| 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 |