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 repairs to the resident’s kitchen floor; Handling of repairs to the windows and balcony door and associated reports of damp and mould; Handling of the resident’s transfer application; Complaint handling.
The complaint is about: The landlord’s handling of, and communication about, various repairs in the property. The landlord’s response to the resident’s reports of a mouse infestation. This service has also considered the landlord’s: Complaint handling. Record keeping.
The complaint is about: The landlord’s handling of the sale process of the resident’s property. The resident’s claim that the landlord’s handling of the sale process resulted her suffering a financial loss. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s reports of Antisocial Behaviour (ASB) and noise nuisance. The resident’s reports of a leaking overflow pipe. The Ombudsman has also considered the landlord’s: Complaint handling. Record keeping
The complaint is about the landlord’s handling of repairs to the resident’s windows. The Ombudsman has also considered the landlord’s complaint handling.
The landlord’s handling of: Repairs to the toilet, bathroom extractor fan and a leak in the bathroom which resulted in damp and mould. The associated complaint
The complaint is around: The landlord’s communication around service charges. The landlord’s proposed increase to service charges and levels of those charges. The landlord’s management of the resident’s complaint.
The complaint is about the landlord’s handling of: works associated with an upgrade programme being carried out to the resident’s block of flats; the resident’s concerns about her service charges in relation to the upgrade programme; the consultation it carried out prior to the upgrade programme. The Ombudsman has also …
The complaint is about: The landlord’s handling of the resident’s reports of outstanding repairs to his garage gate. The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s communication and complaint handling.
The complaint is about the landlord’s handling of: Reports of damp and mould at the property. The resident’s request to be housed. Repair works to the external brickwork of the property and plug sockets in the kitchen. Trees located in the resident’s garden causing restricted light. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to the porch ceiling. The associated complaint.
The complaint is about the landlord’s response to;
This complaint is about the landlord’s handling of: Reports of water ingress into the property causing damp and mould. The associated complaint.
The complaint is about the landlord's handling of: Breakdowns of the communal lifts; The resident’s reports of a leak; Fire safety concerns; The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould and his subsequent request for compensation.
The complaint is about the landlord’s handling of the resident’s request to end his joint tenancy and be transferred to alternative accommodation.
The complaint is about the landlord’s handling of: The resident’s complaint that she had been discriminated against. Her management transfer. Repairs to a lift and the associated decant process. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of a leak. The Ombudsman has also considered the landlord’s complaint handling and record keeping.
The complaint is about the landlord’s: handling of the applicant’s housing application; response to the applicant’s concerns about banding; and handling of the complaint.
The complaint is about the landlord’s handling of the resident’s concerns about the safety of his heating system.
The complaint is about the landlord's handling of the resident’s request for repairs to her balcony flooring. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A vulnerability assessment of the resident and their property. Repairing and replacing the resident’s front door. Requests for adaptations at the resident’s property (handrails and a wet room). The associated 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 the ASB reports. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord's handling of: the resident's report of damp and mould issues throughout the property including issues related to the condition of the windows and doors. the resident's report of repairs to heating and hot water system. the resident's report of repairs to bathroom. the resident's …
The complaint is about the landlord’s: Response to reports of damp and mould in the property. Knowledge and information management (KIM). Complaint handling.
The complaint relates to the landlord’s: Response to the resident’s concern over bandings for allocating properties under Home Choice. Handling of repairs to the property in: 2020/2021. 2021/2022. Handling of reports of a mouse infestation. Handling of the resident’s complaint.
The complaint is about the landlord’s handling of reported issues with the resident’s garden. The Ombudsman has also considered the landlord’s complaint handling as part of this investigation.
The complaint is about: The resident’s reports of the landlord’s handling of fire safety concerns within the building. The resident’s reports concerning repairs to the fire doors. The resident’s reports concerning the lack of consultation under Section 20 of the Landlord and Tenant Act 1985, and the standard of Automatic …
The complaint is about the landlord’s handling of: Repairs following a water leak affecting the resident’s property. Communication and the associated complaint.
This complaint is about the landlord’s handling of a suspected leak in the resident’s property. The resident has also made allegations about: The landlord’s handling of their personal information. Harassment. Discrimination. Breaches of the Human Rights Act 1998.
The complaint is about the landlord’s: Handling of repairs to the resident’s property. Decision not to reimburse the resident for expenses incurred carrying out works to the property. Complaint handling.
The complaint is about the landlord’s handling of reports that the resident was unable to use her parking space.
The complaint is about the landlord’s response to the resident’s report of its contractors entering her property unannounced.
The complaint is about the landlord’s actions following its dislodging of a BT cable affecting the resident’s property.
The complaint is about the landlord’s response to the resident’s reports of a structure built over the patio of a neighbouring property.
The complaint is about the landlord’s: Handling of repairs to the resident’s floor, and; Complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould following a leak, and her subsequent request for compensation. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s: handling of repairs to the resident’s front door; response to the resident’s request to renew the bathroom; complaint’s handling.
The complaint concerns the resident’s requests for the landlord to: Remove shelving from the property and replace it with a built-in wardrobe. Amend the postcode on the tenancy agreement.
The complaint is about the landlord’s: response to the resident’s reports of a leak and request for compensation; complaints handling.
The complaint is about the landlord’s response to the resident’s request for compensation for damage to her carpets.
The complaint is about the landlord’s requirement that the resident sell their caravan prior to exchange of contracts for the purchase of their shared ownership property. The Ombudsman will consider the landlord’s communication and complaint handling.
REPORT COMPLAINT 202214593 North Tyneside Council 01 September 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 complaint is about the landlord’s response to the resident’s: reports of a loss of the hot water supply within his property between June and July 2022. reports of a loss of the heating and hot water supply within his property between October and December 2022. associated complaint.
The complaint is about the landlord’s handling of the resident’s: request for permission to carry out a major adaptation to his home; associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of roof leaks affecting the property and associated damage caused. Request for a service charge refund due to lack of service. Request for compensation relating to boiler damage/new boiler. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about: The landlord’s handling of the resident’s reports of racial harassment. The landlord’s response to the resident’s reports of discrimination in its handling of racial harassment. The landlord’s response to the resident’s request for CCTV to be installed in the area. The landlord’s handling of reported repairs …
The complaint is about the landlord’s: response to the resident’s reports about the condition of the property at the start of the tenancy. handling of repairs to the resident’s property. handling of roof repairs to the resident’s property. complaints handling.
The complaint is regarding the landlord’s response to concerns raised regarding: Grounds maintenance and the maintenance of communal areas. Electricity charges relating to bollard lights.
| 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 |