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 request it: repair the heating system; resolve an intermittent humming noise from the plant room, and; increase the compensation offered. The resident also complained about the level of service provided by the landlord.
The complaint is about the landlord’s response to the resident’s: Reports of snagging issues following major structural work to the property. The related complaint. Concerns about his contribution to the cost of the works.
The complaint is about: The landlord’s response to the resident’s concerns about staff conduct; The landlord’s handling of repairs to the communal gate.
The complaint is about the landlord’s response to reports of a broken lift. As part of this investigation, this Service has decided to investigate the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s. Request for information regarding asbestos in her property and the communal area of her building. Report of block drains and a damaged manhole cover.
The complaint is about: The landlord’s handling of the resident’s reports of damaged windows. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202216910 Livv Housing Group 1 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. […]
The complaint is about: Pigeon proofing works at the property. The landlord’s handling of flooring works, carried out as part of major works. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord's handling of a refund to the resident’s rent account. The landlord's response to the resident’s request to be refunded for the cost of a communal door key.
The complaint is about: the landlord’s approach to a lease variation. the associated complaint.
The complaint concerns the landlord’s handling of defects and snagging issues raised by the resident. This report has also considered: The landlord’s complaints handling. The landlord’s record keeping.
The complaint is regarding the landlord’s: Handling of the resident’s reports about the condition of the property upon moving in and subsequent repairs. Complaints handling.
The complaint is about the landlord’s response to the resident’s various repair requests including: Electric socket for a fridge-freezer. Communal lighting. Leak affecting the external wall behind the toilet. Communal door. Blocked external drain affecting the kitchen. Extractor fan in the kitchen. Toilet overflow. Fence panel. The landlord’s response to …
The complaint is about the landlord's handling of: The resident’s reports of anti-social behaviour (‘ASB’); and The subsequent complaint.
The complaint is about the landlord’s: handling of repairs to living room flooring and staircase; decision not to replace the internal door architraves to the living room, bathroom and bedrooms; handling of the complaint.
The complaint is about the landlord’s response to the residents concerns regarding the safety of the cladding at her property. This service has also considered the landlord’s handling of the residents complaint.
The complaint in about the landlord’s handling of: The resident’s decant. The gas safety checks at her property. The resident’s reports of leaks, damp and mould, and the subsequent repairs. The associated complaint. The resident’s compensation payment. The Ombudsman has also investigated the landlord’s record keeping.
The complaint is regarding the landlord’s; Communication and handling of the resident’s queries regarding service charges. Complaints handling.
The complaint is about the landlord’s: Handling of major works. Complaints handling.
This complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) and noise. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s mutual exchange. Repairs to the external doors. Repairs to the rear garden wall. Repairs to the electrical socket in the basement. Repairs to the windows. The resident’s reports of dampness in the property. The resident’s concerns about the render and …
The complaint is about: The landlord's response to: Repairs to paving slabs. Electrical repairs. Reports of a leak and associated works. The landlord’s complaint handling. The Ombudsman has also investigated the landlord’s response to the resident’s request for reasonable adjustments.
The complaint is about: The landlord’s handling of the resident’s reports of a leak from a flat above. The landlord’s complaints handling.
The complaint is about the landlord’s: Handling of and response to antisocial behaviour caused by the resident’s neighbour between May 2022 and October 2022. Complaints handling.
The complaint is about the landlord’s handling of: The implementation of fire safety measures, including how it conducted a fire risk assessment (FRA). The resident’s residency check as part of a tenancy audit. The resident’s reports of a roof leak. The resident’s reports of anti social behaviour (ASB). The resident’s …
The landlord’s handling of: Reports of a leak coming from the property above, damp and mould in the property. The associated complaint.
This complaint is about the landlord’s: Handling of the resident’s rehousing application. Response to the resident’s complaint.
The complaint is about the landlord’s handling of: a roof leak and associated damp and mould. reports of loose floorboards. replastering work. and the associated complaint.
The compliant is about the landlord’s handling of: The resident’s transfer application. The formal complaint.
The complaint is about the landlord's handling of: The resident’s reports of heating and hot water problems in the property. The resident’s reports of damp and mould.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from neighbours. The landlord’s response to the resident’s concerns about the conduct of her housing officer. 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 antisocial behaviour (ASB) from her neighbour. Complaint handling.
The complaint is about the landlord’s conduct during visits to the resident’s property. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint concerns the following: The landlord’s management of estate services. The charges relating to the provision of services. the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s queries and comments in relation to a service charge consultation. The landlord’s complaints handling.
The complaint is about the landlord’s response to the resident’s concerns about parking arrangements.
The complaint is about the landlord’s handling of: The resident’s request for reimbursement of his service charge. The resident’s reports regarding communal repairs. The associated complaint.
The complaint is about: How the landlord handled repairs to the communal entry door to the building. How the landlord handled repairs to the communal TV aerial. The landlord’s complaint handling.
The complaint is about the landlord’s: Handling of works in communal areas. Sharing of the resident’s personal data with its contractor. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of defects and repairs. Complaints handling.
The complaint is about: The landlord’s handling of the residents reports of ASB (anti social behaviour). The landlord’s handling of the residents complaint. This investigation has also considered the landlords record keeping.
The complaint is about: The landlord’s handling of reports of outstanding repairs and its communication. The landlord’s complaint handling has also been investigated. The landlord’s knowledge and information management has also been investigated.
The complaint is about the landlord’s response to the resident’s concerns about: The lack of a designated parking space. The lack of suitable recycle bins at the property. Issues with the communal entrance system. The lack of access to the managing agent’s portal system. The report has also considered: The …
The complaint was about: The landlord’s handling of the resident’s request for documents relating to Japanese knotweed (“knotweed”) during the sales process and the resident’s concerns about staff conduct. The landlord’s complaint handling.
This complaint is about the landlord’s: Handling of the resident’s reports of inadequate hot water to the shower. Handling of repairs to the windows in the resident’s property. Response to the resident’s reports that they had put door locks on. Response to the resident’s reports of mismatched window handles in …
The complaint is about: The landlord’s handling of damp and mould. The landlord’s decision not to award compensation for damaged goods.
The complaint is about the landlord's handling of: repairs to the resident’s leaking roof; the associated complaint.
The complaint is about: The landlord’s handling of leaks at the property, including the subsequent repairs. The landlord’s complaint handling.
The complaint is about the landlord’s: Handling of repairs to the roof of the resident’s property. Response to the resident’s reports of damp and mould. Handling of the resident’s reports of inappropriate staff conduct. The Ombudsman has also considered the landlord’s handling of the resident’s associated complaint.
The complaint is about the landlord’s handling of the resident’s report of damp and mould.
| 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 |