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 and her son’s personal information. Repairs to the property. The resident’s son’s request to be added to the tenancy. The resident’s reports of anti-social behaviour by a neighbour. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s request that it restore the condition of the garden following an asbestos investigation. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the repair to: the external air vent/extractor fan; address the draughty window. The Ombudsman has considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Leaks in his property and the quality of work completed. Request to be transferred to alternative accommodation. The Housing Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s: Reports of delays in installing adaptations in his home. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s: request to be rehoused, and associated staff conduct; concerns regarding rent arrears; associated complaint.
The complaint is about the landlord’s handling of: Repairs at the property. The felling of a tree. This Service has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of leaks, damp, and mould at her property.
The complaint is about the landlord’s handling of: The boiler replacement. Disrepair at the property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Rent account. Request to keep a pet. Complaint.
The complaint is about the resident’s reports about the landlord’s handling of; Adaptations to the property. The resident’s request to be transferred to another property. The associated complaint (including the landlord’s communication).
The complaint is about the landlord’s: Response to the resident’s reports of damp in the property. Decision not to decant the resident and her family during associated investigations. Handling of the associated complaint. This investigation also considers the landlord’s record keeping.
The complaint is about repairs to the roof and gutters, pest control, and the resident’s request for reimbursement of costs for works undertaken at the property.
The complaint is about the landlord’s handling of the resident’s reports of: A leak in the property. Damp and mould in the hallway cupboard. The Ombudsman will also investigate the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of damp in the property.
REPORT COMPLAINT 202302554 Southern Housing Group Limited 16 September 2024 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 handling of the resident’s report of water coming up from the toilet and the bath. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Handling of repairs to the resident’s doorframes, doors, and floorboards. Complaint handling.
The complaint is about the landlord's handling of: Installation of a drop-down lockable parking bollard to the resident’s driveway. The resident’s associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould at the property. Complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of antisocial behaviour (ASB). Reports of discrimination, including a failure to make reasonable adjustments. Concerns about communal cleaning. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: No heating and hot water meaning he could not move in. Repairs needed to the outhouse window. Repairs needed to the kitchen. Building waste having been left at the property. The Ombudsman has also considered the landlord’s handling …
The complaint is about the landlord’s handling of: The resident’s reports that neighbours were repairing cars on the street. The associated formal complaint.
The complaint is about the landlord’s response to the resident’s request for disabled adaptations. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Issues in her back garden following drainage work. Leaks and damp in the property. The Ombudsman has also considered the landlord’s associated complaint handling.
The complaint is about the landlord’s handling of various repairs to the property.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould at the property. The Ombudsman has also considered the complaint handling in this case.
The complaint is about the landlord's handling of: The resident’s concerns about replacement of doors and windows. The associated formal complaint.
The complaint is about the landlord’s: response to the resident’s concerns about: rehousing; repairs and pest issues in the property; decants; complaints handling.
The complaint is about the landlord’s: Handling of reports of damp and mould in the property, and the associated repairs. Complaint handling.
The complaint is about the landlord’s handling of the resident’s request for repairs to the gutters at the property.
The complaint is about the landlord's handling of: The resident's reports of issues with the heating and hot water system. The resident's complaint.
This complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour.
The complaint is about: The level of compensation paid by the landlord in recognition of damage to personal belongings, and its handling of repairs in the property. The resident’s concerns about arrears on her rent account and her liability to pay these.
The complaint is about the landlord's handling of repairs to the kitchen and bathroom. The Ombudsman has also investigated the landlord’s complaint handling.
This complaint is about the landlord’s handling of: Damp and mould in the resident’s property. A leak in the resident’s kitchen and subsequent loss of hot water. The Ombudsman has also considered the landlord’s handling of the associated complaint.
This complaint is about the landlord’s handling of repair requests in a bin storage room for a broken light and a broken bin.
The complaint is about: The support put in place for the resident whilst fire safety works were being carried out in the property. The landlord’s consideration of the resident’s vulnerabilities when arranging fire safety works in the property.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Associated formal complaint.
The complaint is about the landlord’s: Response to reports of water ingress and associated damp and mould. Handling of the complaint.
The complaint is about the landlord’s handling of reports of damp and mould, including requests for repairs to windows. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of repairs to the property following the resident’s reports of damp and mould. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord's handling of the residents reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of multiple longstanding and recent repairs required to the property. Associated formal complaint.
REPORT COMPLAINT 202225389 Tower Hamlets Homes 12 September 2024 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 is […]
The complaint is about the landlord’s handling of: A roof leak which resulted in damp and mould in the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of repairs needed to the property after the start of the tenancy. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the resident’s bedroom window. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A roof leak and ceiling repairs including the removal of asbestos at the resident’s property. Concerns about difficulty contacting the landlord’s staff members and unacceptable comments from a staff member. Concerns about the landlord’s contractor’s conduct and standard of work. The associated …
The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour. The resident’s report of discrimination by the landlord. The landlord’s handling of the associated complaints.
| 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 |