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’s: reports of her neighbours’ smoke entering her home; reports of various repairs and historical anti-social behaviour; the associated complaint.
The complaint is about the landlord’s: Handling of the resident’s request to transfer. Complaints handling.
The complaint is about the landlord’s response to: A fly infestation and its handling of associated repairs. Communal door repairs. The Ombudsman has also assessed the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s handling of: reports of increased energy bills and insufficient hot water availability, since the landlord completed an electrical rewire and modernisation works at the resident’s property. the associated complaint.
The complaint is about: The landlord’s response to the resident’s reports about damp and mould in the property. The landlord’s handling of the complaint.
The complaint concerns the landlord’s handling of: A request for adaptations to the property. The related complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in her property. Request for additional rehousing priority due to overcrowding and for medical reasons.
The complaint is about the landlord’s handling of the resident’s antisocial behaviour (ASB) reports about his neighbours.
The complaint is about the landlord’s: handling of the resident’s reports of leaks into her property from the communal roof and the resulting internal damage. handling of the complaint.
The complaint is about: The landlord’s response to the resident’s reports of outstanding repairs. The landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s reports of repairs, including the presence of mould and a drain replacement.
The complaint is about the landlord’s handling of the resident’s reports about: The allocation of a neighbouring property. Anti-social behaviour (ASB). The resident’s request for a management move.
The complaint is about the landlord’s response to the resident’s reports in relation to repairs.
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of the resident’s reports of repairs required to the roof and bathroom.
The resident’s complaint was about: The landlord’s response to the resident’s request for a “EWS1” and her concerns about fire safety. The landlord’s level of communication. The landlord’s response to the resident’s request to buy back the property. The Ombudsman has investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of a bed bug infestation at the resident’s property.
The complaint is about the landlord’s handling of the resident’s reports of issues with the communal lighting and garden. This Service has also considered the handling of the resident’s associated complaint.
This complaint is about the landlord’s response to: the resident’s service charge queries. The landlord’s handling of the associated complaint.
The complaint is about: the landlord’s handling of the resident’s reports of noise nuisance; the landlord’s handling of reports that she was experiencing ingress of urine through her hallway ceiling; the landlord’s complaint handling.
The complaint is about the landlord’s response to the reports of a leak into the resident’s property and its handling of the associated repairs.
The complaint is about: The landlord’s handling of the resident’s reports of repairs to the kitchen worktop, an electrical socket, the bedroom windows and the bathroom ceiling. The landlord’s handling of the related communications and complaint.
The complaint is about the landlord’s: Handling of reports that the resident had been injured due to the condition of the kitchen worktop; Handling of the resident’s request to have his carpet cleaned or replaced after paint or sealant was spilt on it; Handling of the replacement of the kitchen …
The complaint is about the landlord’s: Response to the resident’s concerns about the delay in providing the resident with a secure parking space. Complaint handling.
The complaint is about the landlord's handling of the resident's reports of his noisy dripping bath taps and shower, and the level of compensation offered for this.
The complaint is about the landlord’s handling of the resident’s concerns about: cleaning of communal areas at the resident’s property. access to an electrical cupboard. an intercom system.
The complaint is about the landlord’s: handling of reports of damp and mould; and complaint handling.
The complaint is about the landlord’s: Role in the decision to serve the resident with a Community Protection Warning Notice. Response to the resident’s concerns about her neighbour’s closed-circuit television (CCTV). Response to the resident’s request to be reimbursed for altering her CCTV. Decision not to investigate the resident’s complaint.
The complaint is about the landlord’s handling of repairs to the resident’s property following damage caused by flooding. This Service has also considered the landlord’s associated complaint handling and offer of compensation.
The complaint is about the landlord’s response to the resident’s concerns and requests for information regarding fire safety in the building in which he owns a property. The Ombudsman has also considered the landlord’s complaint handling and record keeping as part of the assessment.
The complaint is about the landlord’s handling of: Noise from a water pump. The associated complaint.
This complaint is about the landlord’s handling of: reports of subsidence at the leaseholder’s property, and; the associated complaint handling.
The complaint is about the landlord's handling of: Reported fragments and dust particles in the property . Repairs to the extractor fan. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Concerns about the condition of the property when she moved in and the landlord’s response to reported repairs. damaged cooker. associated complaint.
The complaint is about: the resident’s reports of being offered an unsuitable property, including the assessment carried out by the occupational therapist; the resident’s concerns about her housing register banding; the resident’s request for a refund of her rent and other charges stipulated under the tenancy agreement for the duration …
The complaint is about the landlord’s handling of: The resident’s reports of noise disturbance. The subsequent complaint.
The complaint is about the landlord’s response to the resident’s concerns regarding: The condition of the property when it was let to her. The offer of a temporary decant while works were being carried out. The personal items that were damaged while the work was taking place. The related complaint.
The complaint is about the landlord’s handling of the resident’s report of noise nuisance and anti-social behaviour.
The complaint concerns how the landlord responded to the resident’s reports of damp and mould in her property’s bathroom.
The complaint is about the landlord’s handling of the: Resident’s reports of a leak in the underground car park. Associated complaint.
The complaint is about the landlord’s handling of leaks in the resident’s property. The Ombudsman has also investigated the landlord’s complaint handling.
REPORT COMPLAINT 202115670 Inquilab Housing Association Limited 26 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 handling of the resident’s reports of mould in her bathroom. The landlord’s complaint handling.
The complaint is about: The level of compensation offered by the landlord following the resident’s reports of damp in his bathroom and ongoing leak issues. The landlord’s handling of the related complaint. The resident’s concerns about the level of service charges for major works and the quality of this work. …
The complaint concerns how the landlord handled a rechargeable repair to replace a thermostat in the resident’s property.
The complaint concerns the information given by the landlord relating to the administration of the service charge.
The complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB). Complaint handling.
The complaint concerns: How the landlord handled the resident's reports of outstanding repair issues, including damp and mould in their property, following a leak from the property above. The associated formal complaint into this matter.
The complaint is about: The landlord's handling of the resident's reports of mice infestation. The landlord’s associated complaint handling.
The complaint is about the landlord’s response to the resident’s reports about: Issues with his boiler and flooding Service charges The landlord’s complaint handling has also been investigated.
The complaint is about the landlord's handling of the resident’s reports of noise nuisance from a neighbour’s property.
| 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 |