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 response to the resident about: repairs for front door seals and a living room door. claims for compensation related to a kitchen cupboard falling off a wall and the condition external areas were left in after roof works. repairs for a vent and a …
The complaint is about the landlord’s: Response to the resident’s reports of a faulty heating and hot water system at the property. Complaint handling. Record keeping.
The complaint is about the landlord’s: Handling of a report of antisocial behaviour (ASB) made against the resident. Retention and disclosure of an unsent letter about the report of antisocial behaviour. Use of its unreasonable complaints policy. Response to a request to change staff members dealing with the management of …
The complaint is about the landlord’s handling of the resident’s: Request to reconnect his electricity supply. Request for permission to do works at his property. Complaint.
The complaint is about: The landlord’s management of the service charge account for the property. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: works to an overhanging tree; the resident’s request for turf to be re-laid; and the associated complaint.
The complaint is about the landlord’s response to: a leak in the property, and; a request that it reimburse the resident for damage and costs incurred following the leak.
The complaint is about the landlord's handling of anti-social behaviour by a neighbour, which includes: threatening and physically abusive behaviour towards her and her family; sending handwritten notes; noise nuisance (loud music) at night; and the misuse of the communal area. The resident has also complained about the landlord’s handling …
The complaint is about: the landlord’s handling of repairs required to address the heating issues in the resident’s property, in particular, the installation of radiators to his kitchen and living room. the landlord’s response to the resident’s concerns about the safety and security of his property including fencing, installation of …
The complaint is about the landlord’s: Handling of damp at the property. Complaint handling. The landlord’s record keeping.
REPORT COMPLAINT 202006889 Great Yarmouth Borough Council 31 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. This […]
The complaint was about the landlord’s response to: The resident’s reports of damp and mould. The resident’s reports of antisocial behaviour (ASB). The resident’s reports of fly tipping. The resident’s concerns about the communal grounds maintenance and communal cleaning. The resident’s request to move. The Ombudsman will also consider the …
The complaint is about the landlord’s handling of: repairs at the property. the associated formal complaint.
The complaint is about the landlord’s handling of the resident’s reports of a back surge of sewage coming up through his bath and toilet.
The complaint is about the landlord’s handling of: Repairs to the flooring following a central heating upgrade. The stairlift replacement. This Service has also considered the landlord’s: Complaint handling. Record keeping. The resident has also complained that the landlord has not offered compensation for negligence and damages.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB), specifically: Smoking in communal areas. Disposal of waste. Harassment and threatening behaviour. This Service 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 complaint about her application for shared ownership.
The complaint concerns: How the landlord responded to reports of leaks from the resident’s shower. The landlord’s decision to decline the resident’s request to install a bath. The landlord’s handling of the associated formal complaint into this matter.
The complaint is about the landlord’s actions when recovering rent payments directly from the resident’s Universal Credit (UC) payments.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB); the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of repairs to the property. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of the lack of heating and hot water. Various repair reports regarding the property. Reports of fly-tipping. Request to move to an alternative property.
The complaint is about the landlord’s: Response to the resident’s request to buy a 25% share of a shared ownership property. Complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of repairs. The landlord’s complaint handling. This report also examines the landlord’s record keeping.
The complaint is about the landlord’s: handling of repairs issues. response to the resident’s concerns about the condition of the property when it was let. handling and management of the resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s reports of noise from the upstairs property. The resident’s reports of repairs to his toilet. The resident’s request to be rehoused. The resident’s reports of a leak. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about: The landlord’s handling of the replacement of windows at the resident’s property. The landlord’s handling of the resident’s reports of ceiling mould following a roof leak. The associated complaint.
This complaint is about the landlord’s: handling of heating and hot water repairs; response to the resident’s staff conduct concerns; communication; response to the resident’s standing order queries; complaint handling; record keeping.
REPORT COMPLAINT 202122004 Notting Hill Genesis 31 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. This […]
The complaint is about the landlord’s response to the resident’s request for a parking space on the estate.
The complaint is about: The landlord’s handling of leaks into the resident’s property from the flat above. The landlord’s handling of the resident’s reports of faults with the kitchen sink and space for the cooker. This service has also considered complaint handling in this investigation.
The complaint is about: The landlord’s response to the resident’s request for repairs to the front door, wall, and window damaged following forced entry by the police. The associated complaint. The landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s requests for repairs to be completed. The Ombudsman has also considered the landlords complaint handling.
The complaint is about: The landlord’s decision not to reimburse the resident for a replacement appliance. The landlord’s management of wet room floor repairs. The landlord’s management of roofing repairs. The landlord’s handling of the resident’s complaint.
The complaint concerns the landlord’s handling of the resident’s reports of: Repairs to the roof and subsequent ceiling repairs. The lack of electrical sockets and reduced cupboard space following the installation of a new kitchen. The electrical rewire required to the property. This report has also considered: The landlord’s complaints …
The complaint is about: The landlord’s response to the resident’s concerns about noise from the flat above. The landlord’s handling of reported damage to the ceiling of the property. The landlord’s handling of repairs to the wet room to prevent flooding. The landlord’s handling of the resident’s concerns about the …
The complaint is about the landlord’s response to the resident’s reports concerning antisocial behaviour (ASB) and racial harassment.
The complaint is about: how the landlord responded to the resident’s reports of antisocial behaviour. the landlord’s decision to change the age restrictions on the scheme.
This complaint is about the landlord’s handling of the resident’s request for a management move. the resident’s previous management transfer. the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of a rat infestation in the property. The resident’s complaint.
The complaint is about the landlord’s response to: The resident’s concerns about parking. A property transfer request. This Service has also considered the landlord’s complaint handling approaches.
The complaint is about the resident’s reports of outstanding repairs at the start of the tenancy, in relation to the kitchen. This Service has also considered the associated complaint handling.
The complaint is about the landlord’s handling of the: Resident’s reports of problems with the heating and hot water system. Replacement fire door at the resident’s property. Repair of floor tiles in the resident’s bathroom. This Service has also considered the landlord’s complaint handling
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) and noise nuisance. The associated complaint.
This complaint is about the landlord’s response to the resident’s reports of: Damage, damp and mould to his living room walls and ceiling following a flood from the flat above in October 2021. Drainage issues to the rear of his property. This complaint is also about: The landlord’s handling of …
REPORT COMPLAINT 202204441 South Kesteven District Council 31 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 […]
The complaint is about the landlord’s handling of the resident’s reports of leaks, roof issues and subsequent damage.
The complaint is about the landlord’s handling of: Repairs to the front door. Repairs to the skirting board. Re-sealing the windows. The replacement of fencing. Damp and mould treatment within the property. Rent arrears on the resident’s rent account. The associated complaints.
The complaint is about the landlord’s handling of repairs to the resident’s boiler.
| 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 |