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 installation of a new water tank serving the resident’s property. The removal of the polystyrene tiles from the living room ceiling. The associated complaint.
The complaint is about the landlord’s: response to reports of sink back surges into his property; handling of the associated repairs; handling of the resident’s concerns about his property being left unsecured, and; handling of the overall complaint.
REPORT COMPLAINT 202203097 Islington Council 27 March 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: Handling of adaptation works carried out to the resident’s bathroom. Response to the resident’s concerns about the toilet flush and size of the wash basin. Response to the resident’s reports of poor staff conduct. Complaint handling.
The complaint is about the landlord's handling of the resident’s reports of broken glass in her garden.
The complaint relates to the landlord’s handling of a request for disclosure of CCTV footage. This Service has also considered any associated complaint handling.
The complaint is about the landlord’s handling of: A flood in the communal car park serving the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of outstanding repairs to his kitchen door in light of his disability.
The complaint is about: The landlord’s response to the resident’s request to reinstate the driveway at the property. The landlord’s response to the resident’s report of a dispute about the boundary line between the resident’s property and a neighbour’s property.
The complaint is about the delays in the resident’s move to a new property owned by the landlord.
The complaint is about the landlord’s handling of repairs to the building following the resident’s reports of blocked guttering and water leaking into his property.
The complaint is about the landlord’s handling of asbestos in the resident’s property, including: The information provided at tenancy sign up; and The removal of asbestos from the property.
The complaint is about the landlord’s response to the resident’s reports of leaks to his property. The Ombudsman has also investigated the landlord’s handling of the associated formal complaint.
The complaint is about:
The complaint is about the landlord’s: Handling of the resident’s reports of defects and repairs. Handling of her requests for adaptations. Complaint handling. Record keeping.
The complaint is about the landlord’s handling of: the resident’s reports concerning repair issues related to damp and mould including the condition of the property. the refurbishment of the kitchen. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response in relation to the resident’s concerns about: a missed appointment; information regarding a kitchen replacement.
The complaint is about the landlord’s handling of the resident’s reports of vibration and humming in her home.
The complaint is about the landlord's handling of remedial works following a wet room leak.
The complaint is about the landlord’s response to the resident’s complaint about pests, damp, subsidence and noise in her former property.
The complaint is about: The landlord’s handling of the resident’s concerns about structural issues and cracking within her home. The landlord’s handling of an external door replacement. The landlord’s handling of damp. The request for rehousing. The landlord’s handling of the complaint.
The complaint is about the landlord’s response to the resident’s concerns about the condition of the property when she moved in, and the landlord’s handling of the subsequent repairs.
The complaint is about the landlord’s handling of: The resident’s request for a copy of the final service charge account bill including complete list of works, for major works completed in 2018/2019 on his property. The associated complaint.
This complaint is about the landlord’s: Handling of repairs required to the bathroom floor of the property. Handling of the resident’s associated formal complaint. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould in the property. Handling of repairs to a toilet leak in the property. Handling of the resident’s complaint.
This complaint is about the landlord’s handling of a repair to a skylight in the leaseholder’s property.
The complaint concerns the landlord’s handling of the sale of the resident’s property to another landlord.
The complaint is about the landlord’s handling of the resident’s: Request for the balcony at the property to be painted. Reports of mould around the seal of the bath and hand basin. Request for a bedroom window to be replaced by a door.
The complaint is about the landlord’s: handling of the resident’s reports of anti-social behaviour (ASB); handling of the resident’s request to be moved to a suitable property.
The complaint is about the landlord’s handling of: Repairs to flooring in the property. Repairs to the guttering, downpipe, vent and vent grille.
The complaint is about: The landlord’s handling of the sale of the resident’s former leasehold property. the associated complaint.
The complaint is about the landlord’s handling of repairs to the roof of the resident’s property.
The complaint is about the landlord’s: record keeping; handling of the resident’s reports of a rodent infestation and the associated repairs; response to the associated complaint.
The complaint is about: The landlord’s response to the resident’s concerns about the standard of the caretaking service provided by the landlord in return for a service charge. The landlord’s response to the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak. Complaints.
The resident has complained about the landlord’s handling of the following: a leak into her property, and The subsequent complaint.
This complaint is about: The landlord’s handling of repairs to the resident’s home following repeated floods. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Response to the resident’s reports of a leaking tap in September 2020. Handling of the subsequent repairs to the bathroom. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports about anti-social behaviour (ASB).
The complaint is about the landlord’s handling of: The resident’s reports of a water leak into his property. The associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of anti-social behaviour (ASB). Concerns regarding the upkeep of the estate. Concerns about parking. Report of water pooling in the carpark. The Ombudsman has also considered the landlord’s complaint handling as part of the investigation.
The complaint is about the landlord’s: handling of the kitchen replacement works following a leak into the property; complaints handling.
The complaint is about the time taken by the landlord to replace the loft insulation in the property.
The complaint is about the landlord’s response to the resident’s reports of: Water leaks into her property. loss of heating in the property.
The complaint is about the landlord’s handling of repairs for: leaks that caused damp, mould, and damage. gaps in electrical trunking. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the complainant’s reports of a leak into the bathroom.
This complaint is about: The electricity meter reading taken by the landlord at the beginning of the tenancy. The subsequent complaint handling.
The complaint is about the landlord’s handling of the valuation of the resident’s property, and the extension of the lease.
The complaint is about: The landlord’s handling of the resident’s request for a EWS1 (Exterior Wall Safety form) to enable him to ‘staircase’ to 100% ownership. The associated complaint.
The complaint is about the landlord’s: handling of reports of anti-social behaviour, and ; complaint 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 |