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.
REPORT COMPLAINT 202215034 Clarion Housing Association Limited 30 June 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 concern that the age of his neighbours is a breach of their tenancy agreement; the resident’s associated complaint.
The complaint is about: The accuracy of the landlord’s advertisement for the property. The landlord’s response to the resident’s request to be rehoused. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of repairs and upgrades at the resident’s property. This Service has also considered the landlord’s complaint handling approaches.
REPORT COMPLAINT 202207360 Flagship Housing Group Limited 6 November 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 response to the resident’s request for underfloor insulation.
REPORT COMPLAINT 202017270 Hyde Housing Association Limited 12 June 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: management and handling of repairs to resolve damp in the resident’s bathroom, as well as associated works. management and handling of the resident’s complaint.
The complaint is about the landlord’s: Response to the resident’s claim for a personal injury. Response to the resident’s request to replace bathroom fixtures to match. Communications regarding cyclical bathroom improvements. Response to the resident’s request to remove a disused fireplace, skirting boards and floor beading which contained asbestos. Response …
The complaint is about the landlord’s response to: the resident’s reports of water ingress from the balcony and within the property. the resident’s reports of antisocial behaviour (ASB), particularly noise transference. the resident’s complaint and request for compensation due to stress, inconvenience, and service failure. This investigation and report also …
The complaint is about the landlord’s handling of the resident’s: Reports of harassment and anti-social behaviour. Reports of noise nuisance. The associated complaint.
The complaint is about the landlord’s handling of: a water leak affecting the resident’s property. The associated complaint.
The complaint concerns: The landlord’s handling of the resident’s reporting of anti-social behaviour. The associated complaints handling. This report has also considered the landlord’s record keeping.
The complaint is regarding the landlord’s handling of the queries the resident had made regarding a Section 20 consultation.
The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance and anti-social behaviour (ASB) against her neighbour and the neighbour’s counter allegations made against her. The resident’s request for permanent rehousing. Complaint handling.
The complaint is about the landlord’s response to the resident’s: Concerns about communal cleaning, repairs, and garden maintenance. Associated complaint.
The resident’s complaint is about: The landlord’s handling of external maintenance and major works. The landlord’s response to the resident’s request for financial statements in relation to the works. The landlord’s complaint handling. The Ombudsman will consider the landlord’s record keeping.
The complaint is about the landlord’s handling of: toilet repairs including the standard of works and missed appointments. bathroom repairs including the standard of works and missed appointments. the resident’s reports concerning heating loss from the windows and door. the complaint and its level of communication.
The complaint is about the landlord’s handling of the residents’ reports about personal items being left in communal areas of the building.
The complaint is about: the landlord’s handling of the resident’s reports about noise nuisance, anti-social and threatening behaviour from their neighbour. this investigation has also considered the landlord’s record keeping in this complaint.
The complaint is about; The landlord’s handling of an emergency property transfer and the resident’s access to temporary accommodation due to a serious incident of gang-related violence. The landlord’s complaint handling approaches and the level of redress offered to the resident.
REPORT COMPLAINT 202120407 Orbit Group Limited 30 June 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 about the lettings service, including the availability of keys to the bin store and meter cupboards. The landlord’s handling of the resident’s concerns about foul smells and fly infestations and not being notified of the problem prior to moving …
The complaint is about: The landlord’s handling of foul smells and fly infestations within the block. The landlord’s response to the resident’s concerns about fire safety. The landlord’s handling of the resident’s complaints regarding the smells and flies. The landlord’s response to the resident’s concerns about the standard of communal …
The complaint is about: The landlord’s handling of foul smells and fly infestations within the block. The landlord’s response to the resident’s concerns about threats of violence from a neighbour. The reported lack of reasonable adjustments and support provided by the landlord. The landlord’s response to the resident’s request to …
The complaint is about the landlord’s decision not to investigate its handling of the resident’s repairs earlier than 2021, and the subsequent compensation at the time of its final response.
The complaint is about the landlord’s response to: The resident’s reports of repairs to the property following flooding. The resident’s reports of repairs to the windows. Complaint handling.
The complaint is about the landlord’s: Response to the Covid pandemic. Presence of staff onsite during the pandemic. Handling of the resident’s transfer application. Handling of the video taken of the resident. Handling of the complaint.
This complaint is about the landlord’s: Response to the resident’s reports of damp and mould; Complaint handling; Record keeping.
REPORT COMPLAINT 2022015799 Southern Housing Group Limited 30 June 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: response to the resident’s: Subject Access Request (SAR); concerns about her service charge; concerns about its communications with her GP; response to the resident’s reports about various repair issues in her kitchen, including the: units extractor fan; paint; window; complaints handling.
The complaint concerns the landlord’s handling of repairs to the resident’s bathroom.
The complaint is about the landlord’s handling of the resident’s concerns about being exposed to and the presence of asbestos in his property and his subsequent request to be re-housed.
The complaint is about: The landlord's response to the resident's concerns about the condition of her windows in the property. The landlord’s associated complaint handling.
The complaint is about: The landlord’s handling of a leak into the resident’s property. This Service has also considered the landlord’s complaint handling approaches.
The complaint concerns the landlord’s handling of: The resident’s reports of damp and mould in her previous property. The resident’s reports about the felling of a tree and the subsequent damage caused to the property. The resident’s concerns about the electrics at the property. The resident’s reports of issues with …
The complaint is about the landlord’s handling of repairs to the resident’s property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The landlord's handling of the resident's decant. The landlord's handling of the resident's request to access her belongings in storage.
The complaint concerns: The landlord’s handling of the resident’s report of damp and mould in her bathroom. Complaint Handling.
The complaint is about: A dispute over the responsibility for repairs to resolve water ingress at the resident’s property. How the landlord managed the resident’s associated complaint.
This complaint is about the landlord’s handling of the resident’s request for the gas pipes to be relocated.
The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour and harassment. The landlord’s handling of the resident’s concerns about the CCTV cameras attached to the block. The landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s report of anti-social behaviour and her request for a managed move.
The complaint is about the landlord’s handling of: A mutual exchange. Repairs to the property and a pest infestation. The resident’s request for a management transfer to another property. The resident’s reports of anti-social behaviour. The resident’s complaint.
The complaint is about the landlord’s response to the resident’s: Report of damp and mould in the property on becoming the tenant. Concerns regarding an electrical inspection. Request for a copy of the tenancy agreement for the property. The Ombudsman has also considered the landlord’s complaint handling as part of …
REPORT COMPLAINT 202106834 Clarion Housing Association Limited 29 June 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 handling of the resident’s concerns about her flooring in her property.
The complaint is about how the landlord handled the resident’s concerns about a security gate installation. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: management of the resident’s rent account, and; its complaint handling.
The complaint is about: the landlord’s response to the resident’s reports of a leak. the landlord’s handling of the resident’s requests regarding redecoration works to her property. The Ombudsman has also considered the landlord’s complaints handling.
| 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 |