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 service charge account and request for service charge breakdowns. The increase in service charges and their reasonableness, including communal water and management fees. The landlord’s response to the resident’s complaint about the standard of cleaning services provided. Complaints handling.
The complaint is about the landlord’s handling of plastering repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s request that it enforce the terms of the lease at a neighbouring property. The landlord’s handling of the related complaint
The complaint is about the landlord’s handling of the resident’s report of a leak from the flat above.
REPORT COMPLAINT 202007679 Tower Hamlets Homes 31 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. […]
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202122336 A2Dominion Housing Group Limited 30 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 […]
The complaint is about the resident’s reports concerning the landlord’s: Offer of compensation to settle a legal disrepair claim. Consideration of a request for a refund of the social sector size criteria (bedroom tax) while the landlord carried out repairs in 2018 to 2019. Delays in carrying out repairs to …
REPORT COMPLAINT 202008234 Clarion Housing Association Limited 30 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 […]
The complaint is about: The landlord’s handling of the resident’s reports of noise nuisance, antisocial behaviour (ASB), and harassment. The landlord’s response to the resident’s reports of damp and mould in the property. The landlord’s complaint handling and the landlord’s decision to offset compensation paid to the resident against rent …
This complaint is about the landlord’s: Response to the resident’s request for a copy of its reasonable adjustment policy. Response to the resident’s vulnerability and reasonable adjustment concerns. Handling of the associated complaint.
The complaint is about the landlord’s handling of: the resident’s concerns about the quality of the grounds maintenance service and the associated enquiries about her service charges; the complaint.
REPORT COMPLAINT 202220930 Origin Housing Limited 30 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. […]
The complaint is about the landlord's response to the resident’s concerns with the proposed heating system replacement.
The complaint is about: The landlord’s response to the resident’s reports of health concerns following a fire in the bin store. The landlord’s response to the resident’s reports of a smoke odour affecting her property and belongings. The landlord’s response to the resident’s request to move out of the property …
The complaint is about: The landlord’s handling of complaints about a contractor. The landlord’s response to the resident’s reports of creaking floorboards. This Service has also investigated the landlord’s complaint handling and the level of compensation offered.
The complaint is about the landlord's response to the resident’s: Concerns about being rushed to take up the tenancy of the property. Reports about the condition of the property upon letting. Concerns about the handling of the outstanding repairs and the decant. Reports of damp and mould in the property. …
This complaint is about the landlord’s: Response to the resident’s various concerns around service charges; Complaint handling.
This is about the landlord’s: Response to the resident’s report of damp and mould in his new build home. The associated complaint.
This complaint is about the landlord’s handling of the resident’s reports of defective guttering and related damp at the property. This investigation has also considered the landlord’s handling of the associated complaints.
REPORT COMPLAINT 202228755 Aster Group Limited 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. […]
The complaint is about the landlord’s response to the resident’s: reports of subsidence; request for repairs: to the boiler to the electrics to broken windows reports of anti-social behaviour; request for rehousing; handling of the associated complaint.
The complaint is about the information provided by the landlord in relation to parking at the resident’s property.
The complaint is about the landlord’s response to the resident’s request for it to replace his floor covering and underlay.
The complaint is about the landlord’s handling of the following repairs at the resident’s home: Damp and mould; Roof; Doors and windows; Fencing; Drive/path.
The complaint concerns the landlord’s handling of: The resident’s reporting of anti-social behaviour. The resident’s request for a property move. This report has also considered: The landlord’s complaints handling. The landlord’s record keeping.
REPORT COMPLAINT 202219308 Lambeth Council 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 […]
The complaint is about the landlord’s handling of: A roof leak and the associated repair works. The associated complaint.
The complaint is regarding the landlord’s handling of: The resident’s reports of leaks into his property and resultant damage. A decant application. This investigation has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s complaint about excessive noise caused by works to the lift and boiler within the building.
This complaint is about: The landlord’s handling of damp and mould problems in parts of the resident’s home. The landlord’s contractors not taking covid precautions.
REPORT COMPLAINT 202229060 Onward Homes Limited 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. […]
The complaint is about the landlord’s handling of the resident’s: Reports of repairs required in the property including cold floors, cold walls and issues of damp and mould. Report concerning flooring coverings and that the landlord had fitted non-matching tiles in the kitchen in 2018 that the resident was not …
The resident’s complaint is about the landlord’s handling of:
The complaint is about the landlord’s:
The complaint is about the landlord’s handling of the resident’s concerns regarding: the condition of the property when let. gas safety. complaint handling.
The complaint is about the landlords handling of the resident’s: Reports of damp and mould. Associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of repairs required at the former property. The landlord’s management of the rent account. Response to the resident's reports of issues encountered during the removal of her items from the former property. Handling of outstanding repairs at the current …
The complaint is about: The landlord's response to the resident’s reports of domestic abuse and anti-social behaviour (ASB). The landlord's response to the resident’s request to be rehoused.
The complaint is about the landlord’s response to the resident’s reports of: damp and mould. leaks from the property above. an overgrown tree.
The complaint is about the landlord’s response to the resident’s reports about requiring repair works at the property. As part of this investigation, the Ombudsman has also considered the landlord’s complaint handling. As part of this investigation, the Ombudsman has also considered the landlord’s recordkeeping.
The complaint is about the landlord’s handling of: The resident’s reports of repairs and information the landlord provided from the start of the tenancy. The associated complaint.
The complaint is about: The landlord's handling of proposed actions from multi agency meeting to address reported antisocial behaviour. The landlord’s handling of the resident’s complaint.
This is about how the landlord handled: A repair required to the property soil stack. The resident’s reports about the landlord’s contractor. The resident’s reports about the cleaning contractor. The associated complaint. Record keeping.
The complaint is regarding the landlord’s: Handling of the resident’s reports of a water leak and subsequent repairs. Complaints handling.
The complaint is about: The landlord’s handling of the resident’s anti-social behaviour (ASB) reports. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s concerns about how the viewing for her property was arranged. The resident’s concerns about the condition of her windows and French doors and her request to the landlord to have these repaired or replaced .
The complaint is about: the landlord’s handling of reports of damp and mould in the property. the landlord’s response to a request for temporary rehousing during works. This investigation has also considered the landlord’s complaint handling including the landlord’s response to a request for compensation.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in her property. Rehousing application. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s:
| 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 |