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 resident has complained about the landlord’s handling of: her request for operatives to wear new PPE during visits. her report that a streetlight in the car park was not giving sufficient lighting. her report of birds in the roof of the building and its impact on her, in particular, …
The complaint is about the landlord’s handling of: Repairs to the property and upgrades at the property. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs at the property. This Service has also considered the landlord’s complaint handling approaches.
The complaint is about the landlord’s handling of: Water leaks from the upstairs flat and the subsequent repairs. The resident’s complaint.
The complaint is about the landlord’s: Handling of the resident’s succession of her mother’s tenancy and associated rent arrears. Handling of the resident’s benefit support needs. Handling of the boiler inspection at the property. Complaint handling.
The complaint is about: The landlord’s handling of the resident’s report regarding a section 20 notice for upgrades to the apartment building and the reported impact on the sale of the property. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s Right to Acquire (RTA) application. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of problems with the water supply to her flat.
The complaint is about how the landlord responded to the resident’s reports of issues with her toilet cistern. The Ombudsman has also considered the landlord’s complaint handling in this case.
The complaint is about the landlord’s handling of the resident’s request for communal lighting credits, and the associated complaint handling.
The complaint is about the landlord’s handling of the resident’s: reports of mould at the property. associated complaint.
The complaint is about: The conduct of the landlord’s operatives and missed appointments. The landlord’s handling of reports of repairs at the property. The Ombudsman has also considered the landlord's complaint handling.
The complaint is about the landlord’s handling of the resident’s request for repairs to a toilet seat.
The complaint is about the landlord’s handling of repairs to the resident’s toilet.
The complaint is about the landlord’s: Record keeping. Handling of responsive repairs to the resident’s bathroom. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Repairs to the radiators. Repairs to the electrics. Poor plasterwork in the living room. Damp and mould. Repairs to the back garden fence. The landlord’s complaint handling was also determined.
The complaint is about: The landlord’s delay to completing repairs to the outside wall of the resident’s property. The landlord’s response to the resident's request for compensation for damage caused by contractors to the property. The Ombudsman has also looked at the landlord’s handling of the associated complaint.
The resident has complained about the landlord’s position that the adapted fitted gas hob and built-in oven in her property are her responsibility to repair and, when needed, to replace.
This complaint is about the landlord’s response to the resident’s: report regarding noise nuisance from a neighbouring property. request to be transferred to another property. associated complaint.
The complaint is about: The resident’s reports of the condition of the property and repairs required to the property. The landlord’s complaint handling and the resident’s request for compensation.
The complaint is about the landlord’s handling of: the resident’s request for adaptations to the doors in communal areas of her building. the associated complaint.
The complaint is about the landlord’s response to the resident's concerns relating to: parking issues and information relating to parking, and; parking fines.
The complaint is about: The landlord’s response to the resident’s reports about damp in the resident’s garage The landlord’s response to the resident’s reports about hedge cutting and the associated service charge. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Handling of the works to remedy the faults found to the gas supply serving the block. Handling of the hot water cylinder installation to the resident’s flat. Response to the resident’s request to install an electric hob. Response to the resident’s queries regarding buy …
The complaint is about the landlord’s handling of the resident’s request to be allocated a disabled parking space.
The complaint is about the landlord’s handling of adaptation works to the rear of the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling and communication in relation to fire safety works and the provision of EWS1. The landlord’s handling of the resident’s concerns about building security. The landlord’s response to the resident’s queries about subletting. The landlord's response to the resident’s concerns about an increase in …
The complaint relates to: The landlord’s handling of a leak from a neighbouring property and the resulting damp and mould. The landlord’s handling of the complaint including the request for compensation.
The complaint the landlord’s response to the resident’s reports of a leak from a water tank.
The complaint is about the landlord’s handling of damp reports and repair requests. The landlord’s handling of the related complaint.
The complaint is about the resident’s report of the landlord removing and disposing of his personal belongings. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The level of compensation offered by the landlord for the time taken to repair the windows in the property. The landlord’s complaint handling.
The complaint is about: The landlord’s handling of works to replace the resident’s chimney and fireplace. The landlord’s complaint handling.
The complaint is about: The landlord’s delivery of communal services including window cleaning and grounds maintenance services charged for through service charges. The landlord’s handling of the resident’s queries concerning her service charges. The landlord’s handling of the resident’s queries concerning the level of her service charges. Complaint handling and …
The complaint is about: the delays in providing a breakdown of service charges and the handling of the resident’s queries. The landlord’s complaint handling.
The complaint is about the landlord’s management and handling of: reports of a pigeon infestation. fly tipping on the estate. the standard of cleaning and maintenance on the estate. the resident’s complaints.
The complaint is about the landlord's handling of: repairs in respect of damp and mould; the subsequent complaint and its offer of compensation in respect of those repairs; the resident’s allegations that the landlord discriminated against him during the license period; the resident’s housing application under Part 6 of the …
The complaint is about the landlord’s handling of the resident’s: reports of a mice infestation in her home; reports of damage caused to her floor tiles when the landlord installed a patio door at her home; associated complaint.
The complaint is about: The landlord’s handling of leaks from a soil pipe. The landlord’s handling of repairs to the kitchen. The landlord’s handling of the resident’s request for compensation for damaged possessions following the leaks. The landlord’s handling of the complaint.
This complaint is about the landlord’s handling of: The boiler replacement. Reports of mould within the property. The resident’s request for a replacement kitchen. The resident’s request for adaptations to a communal door. The associated complaint.
The complaint is about: The landlord’s handling of the refurbishment of the balcony at the property. The landlord’s complaint handling.
REPORT COMPLAINT 202128240 Home Group Limited 25 July 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 decision to lease out a bin storage area on the estate, without consultation. The landlord’s decision not to reduce the rent charged to residents following the leasing of the bin storage area. The landlord’s response to the resident’s concerns about the provision of, and …
The complaint is about the landlord’s handling of the resident’s request for a management transfer to a four-bedroom property.
The complaint is about the landlord’s handling of repairs to a stair lift.
This complaint is about the landlord’s: Response to the resident’s various disrepair concerns from April 2019. Handling of the resident’s vulnerabilities, health and welfare concerns. Complaint handling. Record keeping.
The complaint is about: The landlord's response to the resident’s report of defects to bathroom works. The landlord's offer of compensation and its complaint handling.
The complaint is about: The landlord’s handling of reports that the resident tripped in a communal car park. The landlord’s handling of the complaint.
The complaint is about: The landlord’s handling of moths in the carpet. The landlord’s response to a request for a dog.
The complaint is about the landlord’s handling of the resident’s concerns about staff conduct.
| 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 | 3,021 | 247 | 272 |
| 2025 | 4,469 | 512 | 708 |
| 2026 | 1,513 | 197 | 215 |