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 202102407 Flagship Housing Group Limited 26 April 2022 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 resident complaint is about the landlord’s handling of reports of anti social behaviour (“ASB”) by a neighbour and its approach to his use of CCTV.
The complaint is about the landlord’s: Handling of repairs to the heating and hot water system. Complaints handling.
The complaint is about: The landlord’s handling of the resident’s reports of damp at her property. The landlord’s handling of repairs required to the drainage system.
The complaint is about the landlord’s response to the complainant’s request to make alterations to his property and an external wall to the building in order to install an air conditioning unit.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
The complaint is regarding: The landlord’s response to the resident’s report of a leak in her property. The landlord’s handling of the resident’s reports of damp and mould in the property. This Service has also made a separate finding regarding the landlord’s record keeping.
REPORT COMPLAINT 202009910 Metropolitan Housing Trust Limited 25 April 2022 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 decision to withhold a “responsible tenant reward” from the resident.
This complaint is about: The resident’s liability to pay for some of her service charges. A legal charge against the resident’s property. The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbours. The landlord’s response to the resident’s allegations of racism by its staff.
This complaint is about: The process which led to the creation of the communal garden in 2015; The landlord’s response to the resident’s reports of anti-social behaviour (ASB) linked to the communal garden; The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of water ingress at his property.
The complaint is about: The allocation of a neighbouring flat in 2017. The landlord’s handling of the resident’s reports of anti-social behaviour from his neighbour. The related complaint handling.
The resident complains about the landlord’s handling of: a number of repairs in her property, and; her formal complaints. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord's response to: Outstanding repairs. Time taken to be decanted. Overcrowding in the property. The impact on the resident’s health and wellbeing. Damaged belongings.
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 outstanding bathroom repairs. The landlord’s handling of the resident’s request to be moved following an assault experienced. The landlord’s handling of the resident’s request for it to consider her …
The complaint concerns how the landlord handled the resident’s reports of remedial works to her kitchen following a water leak from the property above.
The complaint concerns the landlord’s response to: The resident’s reports of a water leak from the property above. The associated formal complaint.
The complaint is about the landlord’s handling of: The resident’s reports of a sewage backflow and drainage issues at the property. The associated complaint.
The complaint is about the landlord’s request to the complainant to remove the concrete he laid in the communal garden.
The complaint is regarding the landlord’s response to the resident’s reports of excessive heat in the property due to a faulty radiator.
REPORT COMPLAINT 201805588 Sanctuary Housing Association 22 April 2022 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 response to: The resident’s reports of damp and mould in her property. The associated complaint.
REPORT COMPLAINT 202106100 Southern Housing Group Limited 22 April 2022 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 handling og: Roof repairs to the resident’s property. The associated formal complaint.
This complaint is about the landlord’s response to the resident’s concerns about: The caretaker attending his block on 2 March and 22 July 2021. Information published in its estate newsletter of December 2020. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: the resident’s report of a roof leak the resident’s request for the front entrance door and glass panel to be repaired the related complaint.
The complaint is regarding: The landlord’s handling of the resident’s anti-social behaviour reports (ASB). The landlord’s handling of the resident’s complaint.
The resident’s complaint is that the landlord has not taken appropriate steps in response to her complaint of antisocial behaviour (“ASB”) by neighbouring properties and a neighbour’s use of a shed. The landlord’s complaint handling has also been considered.
The complaint is about the landlord's handling of the resident's requests for rehousing, handling of complaints of antisocial behaviour (ASB) by and about the resident and that the landlord would not allow him to keep a pet at the property.
This complaint is about the landlord’s handling of: the resident’s reports of a leak through her living room ceiling; concerns raised by the resident about estate services.
The complaint is about the landlord’s handling of: A tenancy panel hearing and the resident’s concern that he had been placed on an introductory tenancy rather than a secure tenancy. The associated formal complaint.
The complaint is about the landlord’s handling of the resident’s reports of faulty internal doors in his property.
The complaint is about the landlord’s handling of the resident’s reports of faults to a new front door installed in 2019 and two windows in the living room and bedroom.
The complaint is about the level of compensation offered for repair delays to the resident’s immersion heater.
The complaint is about: the resident’s possessions going missing following the attendance of the landlord’s furniture removalists; the landlord’s response to the resident’s reports regarding a leak into her property; the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s concerns about the performance of the estate management company.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
The complaint is about the landlord’s response to the resident’s concerns about: disrepair issues at her property; the conduct of its surveyors; its decision to include her on its ‘Officer Safety Register’ (OSR).
The complaint is about the landlord’s handling of a repair to the resident’s boiler.
The complaint is about the landlord’s response to: The resident’s concerns about his heating and hot water system. The associated complaint.
The complaint concerns the landlord’s decision to recharge the resident for repairs following a flood in her property.
The complaint is about the landlord’s response to the resident’s request to extend or reconfigure the kitchen in her property.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance from a neighbour.
The complaint is about the landlord’s handling of the resident’s reports of a burst water pipe, and the subsequent repairs.
The complaint concerns how the landlord handled the resident’s reports about the condition of the bathroom and kitchen in the property.
The complaint concerns how the landlord handled the resident’s reports of noise nuisance and antisocial behaviour (ASB from a neighbour.
The complaint concerns the level of compensation offered by the landlord following delays to fence repairs.
The complaint concerns: How the landlord responded to the resident’s request to replace a fence. Delays in replacing the windows in the property as part of a planned maintenance programme.
The complaint is about the landlord’s handling of the resident’s reports of a leak from the roof.
| 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 |