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 concerns: The landlord’s handling of the resident’s decant up until August 2020. Decant issues arising after August 2020. Historic issues of damp in the property since 2014. The landlord’s handling of the resident’s report of a water leak. The impact the condition of the property had on the …
The complaint is about the landlord’s response to the resident’s reports about: Antisocial behaviour and racism. Repairs to a garden fence.
The complaint is about the landlord’s response to the resident’s reports about: handling of service charge queries customer service and staff conduct complaint handling
The complaint is about: The conduct of a local ward member in respect of a planning application. The allocation of the property to the resident without adaptations. The landlord’s handling of adaptations at the property. The landlord’s handling of the associated complaint.
The complaint concerns: The landlord’s handling of the resident’s request for his address to be amended. The landlord’s handling of the associated complaint.
The complaint is about:
The complaint concerns: the landlord’s handling of the resident’s reports of excessive heat and cold in the property. the landlord’s complaint handling. the landlord’s handling of the resident’s reports of mould and condensation in the property. the impact the condition of the property had on the resident and her family’s …
The complaint concerns the landlord’s handling of the resident’s outstanding arears.
The complaint is about the landlord’s decision not to level the garden at the resident’s property.
The complaint was about the landlord's response to the resident's:
The complaint is about the landlord’s handling of reports of Anti-Social Behaviour (ASB).
The complaint is about the landlord’s handling of the resident’s report of a defective window. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The resident has complained about: The landlord's handling of her reports of leaks in the bathroom and the kitchen of the property, and the level of compensation offered to her. The landlord’s complaints handling.
The complaint concerns the landlord’s handing of the resident’s rehousing application.
The complaint is about: the increase of the service charge year-on-year; the resident’s ability to acquire an additional portioned percentage of his shared ownership property; the landlord’s response to the resident’s reports regarding the accuracy of the service charges; the landlord’s response to the resident’s request to sight the supporting …
The complaint is about:
The complaint is about the landlord's handling of the resident’s request for an emergency repair to the communal front door lock. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The landlord’s response to the resident’s reports of anti-social behaviour. The landlord’s complaint handling.
REPORT COMPLAINT 202004595 Clarion Housing Association Limited 14 April 2021 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 concerns: The landlord’s handling of repairs to the resident’s heating system. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s decision to close the communal areas due to the Covid-19 pandemic, particularly the communal lounge and balcony. The presence and availability of the landlord’s staff during the Covid-19 pandemic. The landlord’s response to health and safety during the Covid-19 pandemic. The landlord’s handling of …
The complaint is about: The landlord’s response to the resident’s reports of an infestation of mice at her property. The landlord’s associated complaint handling.
The complaint concerns: The landlord’s handling of the resident’s reports of a pest infestation in his property. The landlord’s associated complaint handling.
The complaint is about: The landlord’s response to the resident’s concerns over the change in the parking policy at the property. The landlord’s associated complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about the accuracy of the landlord’s contractor’s account of a repair visit at the property.
The complaint is about the landlord’s handling of reports of lead in the water supply and the effects this has had on the health of the resident’s child.
The complaint is about the landlord’s handling of the resident’s: request for CCTV to be installed; requests for repairs to the communal door; reports of littering around the property; associated formal complaint.
The complaint is about the level of rent at the property.
The complaint is regarding: the landlord’s handling of the resident’s request to be compensated for a damaged tyre. the landlord’s decision not to offer compensation for this damage. The resident also complained about the landlord’s handling of her reports of anti-social behaviour (ASB). her Subject Access Request.
The complaint is about: the landlord’s response to the resident’s reports of leaks in her property. the landlord’s response to the resident’s concerns about major works and service charges. the landlord’s complaints handling.
The complaint is about: The landlord’s response to the resident’s report of her neighbour’s shed causing damage to her garden and restricting natural light to her property. The landlord’s handling of the associated complaint.
The resident complained about the landlord’s handling of her request to install a wood burning stove at her property.
The complaint is about: the condition of the property at the commencement of the resident’s tenancy. the landlord’s complaint handling.
The landlord’s response to reports of a leak.
The complaint is about: The landlord’s handling of the resident's application for succession of tenancy and the quality of customer service provided by the landlord. The landlord’s handling of a gas safety check. The landlord’s handling of the resident's complaint.
The complaint is about: The managing agent’s communication with the resident after he informed it in February 2018 he was no longer living at the property. The managing agent’s request to the resident concerning charges at the end of the tenancy. The managing agent’s handling of the associated complaint.
The complaint is about the landlord’s: provision of information about the defect period provided to the resident when purchasing the property. provision of information about the location of the car parking space at the property provided to the resident when purchasing the property. response to the resident’s repair reports concerning …
The complaint is about the following issues: The landlord’s response to reports of issues with the heating and hot water system, in particular, its handling of a water outage in January 2020. The landlord’s handling of heating and hot water issues prior to 2019. The landlord’s handling of cyclical work. …
The resident complains about the garden fence that the landlord provided, its subsequent decision not to replace this with the same type that had been provided to neighbours, and its communication with her when she raised these concerns.
This complaint is about the landlord’s handling of: the resident’s reports of fence repairs; the resident’s reports of damage to her carpet; the related complaint.
The complaint is regarding the landlord’s handling of: The resident’s reports of various repairs required to the property. The resident’s reports about the conduct of operatives visiting the property.
The complaint is about the landlord’s response to: The resident’s request to bring forward the planned replacement of her bathroom. The resident’s reported concerns about the condition of her bathroom. Complaint handling.
The complaint is about the level of compensation offered by the landlord for its handling of repairs following a leak.
The complaint is about the residents request for the landlord to remove rubbish from her garden which had been concealed behind a fence by the previous tenant.
The complaint is about the landlord’s handling of the resident’s: reports of anti-social behaviour (ASB) and harassment; associated formal complaint.
The complaint is about the landlord’s handling of reports of mould in the property. The complaint is also about the landlord’s handling of the complaint.
The complaint is about: the landlord’s handling of repairs to the resident’s bathroom. the landlord’s complaints handling.
This complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
The complaint concerns the landlord’s response to the instatement of service charges for garden maintenance.
The resident has complained that the landlord has allocated a service charge refund to outstanding invoices that they have repeatedly disputed.
| 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 |