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 regarding; The standard of remedial works carried out by the landlord. The length of time taken to resolve the leak. The landlord’s handling of repairs to the resident’s bathroom flooring, kitchen ceiling and wall units. The landlord’s complaints handling.
The complaint is about the landlord's handling of repairs to: The guttering. The roof leak.
The complaint is about the landlord handling of: The resident’s reports of abandoned cars in the communal car park. The resident’s reports of antisocial behaviour (ASB) from his upstairs neighbour. This Service has decided to consider the landlord’s complaint handling.
The complaint is about the landlord’s handling of The resident’s reports of damp and mould within the property. The associated complaint.
The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB). the resident’s request for a management transfer. The residents request for an upgrade to the heating system. The resident’s request for his kitchen and bathroom to be renewed. The resident’s reports of repairs during periods …
The complaint is about the landlord’s handling of the resident’s decision to terminate his tenancy due to concerns about antisocial behaviour (ASB) and damp and mould at the property.
The complaint is about: The landlord’s handling of the resident’s enquiries in relation to the sale of her property. The landlord’s complaint handling.
The complaint is about the landlord’s response to: Repairs to the lounge ceiling following a leak from a neighbour’s bathroom that occurred in 2019. Requests for the reimbursement/replacement of wallpaper which was reported to have been damaged when ceiling repairs were completed in 2019. The resident’s request for compensation for …
The complaint is about the landlord’s handling of: the resident’s concerns about the provision of parking control; and the resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s reports of nuisance and antisocial behaviour (ASB) following its decision to allow neighbours to keep dogs in their property. The landlord’s handling of allegations of ASB made against the resident. The landlord’s response to the resident’s concerns about its decision …
The complaint is about: The landlord’s handling of various repairs to the property. The landlord’s complaint handling.
The complaint is about the landlord’s handling of essential works to remove and control mould in the property This Service has also considered the landlord’s complaint handling and record keeping.
The complaint is about the landlord’s handling of the resident’s queries about service charges.
The complaint is about the landlord’s response to: The resident’s reports of a bed bug infestation ; Concerns the resident raised about the housing scheme’s letting criteria; The resident’s reports of antisocial behaviour (ASB). This report will also look at the landlord’s: Complaint handling; Record keeping.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The associated formal complaint.
The complaint is about the landlord’s handling of repairs reported by the resident about a leak, and subsequent damp and mould.
REPORT COMPLAINT 202214873 GreenSquareAccord Limited 9 November 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 […]
This complaint is about the landlord’s: Response to the resident’s reports of leaks from the roof and subsequent internal damage to his property. Response to the resident’s concerns about his insurance claim for the damage to his property.
The complaint is about: The landlord's handling of the resident’s: Reports of damp and mould while it arranged a temporary decant. Request for alternative, permanent accommodation. Offers of temporary decant properties. Subsequent decant to a hotel, specifically regarding food allowance and mobility aids. Complaint. The landlord’s decision to decant the …
The resident’s complaint is about the landlord’s: Handling of repairs to the front door and extractor fan. Handling of reports of damp and mould in the property. Decision not to allow the resident to move into her parent’s three-bedroom property.
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould within the property. Noise nuisance (Antisocial behaviour) from the neighbour upstairs. Residents and visitors slamming the main entrance door causing noise disturbance. We have also considered the landlord’s handling of the resident’s request to move.
The complaint is about the landlord’s handling of: Repairs to the communal entrance door. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of disrepair issues causing pest infestations including rats, mice and tropical ants. Reports of antisocial behaviour by other residents involving fly tipping and incorrect rubbish disposal attracting pests. Report of a fire in the bin close to her property. …
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould and associated remedial works. Property transfer request. Request for reimbursement of damaged personal possessions. Request for a medical banded property transfer. The associated complaint.
The complaint is about the: Conduct of the landlord’s staff. Landlord’s response to the resident’s request for compensation for damage to a carpet when it removed the hearth. Landlord’s handling of the resident’s subject access request and its delays in responding to it. Landlord’s handling of the resident’s request to …
The complaint is about: The landlord’s handling of reports of antisocial behaviour (ASB) from the resident. The landlord’s handling of reports of antisocial behaviour (ASB) made against the resident. The landlord’s complaint handling.
The complaint is about the landlord’s response to: The resident’s water quality concerns at the property. The condition of the property that included reports of damp and mould. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the reported condition of the property and rubbish being left in the gardens following the resident’s mutual exchange.
The complaint is about the landlord’s response to the resident’s reports of repairs to the communal front door and entry system.
This complaint is about the landlord's handling of the collection of the residents rent in advance and the rent arrears. The landlord’s complaint handling has also been investigated.
The complaint is regarding the landlord’s handling of: Repair issues in the property including a leak, hole in a bedroom wall and damp and mould. A request for a rent rebate following an alleged overpayment. This investigation has also considered the landlord’s handling of the complaint.
The complaint is about: The landlord’s handling of an ongoing roof leak into the resident’s property. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour by her neighbour. Complaint handling.
The complaint is about the landlord's handling of reports of leaks, damp, mould and water damage in the property. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about: The landlord’s handling of repairs following a leak. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: reports of lack of hot water; the repairs to the external doors and windows; repairs to the bathroom, including the request to be compensated; complaint handling.
The complaint is about the landlord’s handling of the resident's reports of noise nuisance from his neighbour’s property.
The landlord’s handling of the resident’s request to sell her property, and; Its subsequent complaint handling.
The complaint is about: The landlord's handling of reports of issues with the boiler. The level of compensation awarded. The landlord’s complaint handling.
This complaint is about: The landlord’s management of repairs within the property including cancelled repair requests, damp remedial works, and a replacement kitchen. The landlord’s handling of reports of staff misconduct.
The complaint is about the landlord’s handling of reports of a roof leak, damp and mould and damaged belongings at the property. The landlord’s complaint handling has also been investigated.
The complaint is about: The landlord’s handling of repairs related to damp and mould reports. The landlord’s handling of repairs to an external wall and gates. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB). the associated complaint.
The complaint is about: The landlord’s handling of decorative works following damp and mould. The landlord’s handling of the resident’s housing application. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of The resident’s reports of a foul smell in the property. The associated complaint.
The landlord’s response to the resident’s reports of: Repairs to the communal areas of the site. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports about non-residents gaining access to communal areas in the building her property is located in. The resident’s repair requests relating to a communal hallway window and the bin storage area. The resident’s enquiries about service charges claimed for cleaning …
The complaint is about the landlord’s handling of noise disturbance and antisocial behaviour (ASB).
The complaint is about the landlord’s response to a request for a refund of the credit on the rent account.
This complaint is about the landlord’s: Response to the resident’s various service charge concerns; 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 |