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 response to the resident’s report of damp and mould in the property and the repair to the front door. The complaint is about the level of compensation for the resident’s damaged belongings. The complaint is about the complaint handling.
The complaint is about: The landlord’s handling of the boiler repair following an annual gas service. The landlord’s response to the resident’s request for reimbursement for his privately hired contractor. The landlord’s response to allegations about the gas engineer contractor who initially attended the appointment. The landlord’s decision not to …
The complaint is about the landlord’s decisions regarding replacing the windows in the resident’s home.
The complaint is about the landlord’s handling of: Repairs and the resident’s insurance claims for costs and damages to their property and contents following a leak.
The complaint is about the standard of the maintenance on the estate.
This complaint is about the landlord’s handling of: the resident’s housing transfer. void repairs it carried out to the resident’s property. the related complaint.
The complaint is about the landlord’s response to the resident’s reports of noise from the water supply to her property and its repairs and compensation for this.
The complaint is about the landlord’s response to the resident’s report of a pest infestation in her property and request for compensation for damages and rent reduction
The complaint is about the communal cleaning.
The complaint is about the landlord’s handling of: The resident’s concerns about the communal window cleaning service. The resident’s concerns about its lack of communal cleaning services and its administration of her service charges for these.
The leaseholder complains about: The liability to pay for services delivered by the landlord which the leaseholder does not consider reasonable, the level of service charges, and alleged ongoing and extensive errors in service charge accounts. The classification of the property. Complaint handling.
REPORT COMPLAINT 202105495 Kingston upon Hull City Council 30 March 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. […]
The complaint is about the landlord’s response to the resident’s request to keep a dog in the property.
The complaint is about: The landlord’s handling of an ant infestation at the resident’s property. The landlord’s complaints handling.
The complaint is about: The landlord's response to reports about its staff member’s conduct towards the resident. The landlord’s complaint handling.
The complaint is about the landlord's handling of: The resident’s request for replacement windows at his property. The associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about service charge increases.
The complaint is about the landlord’s handling of the resident’s request for an outward facing back door.
The complaint concerns the landlord’s actions following a flood at the property caused by a fire sprinkler system in relation to: Repairs. Staff conduct. The decant. The compensation claim. The related complaint handling.
The complaint is about the landlord’s:
The complaint is about: The landlord's handling of the resident's concerns regarding nuisance from her neighbour's cats. The landlord’s complaint handling.
The resident’s complaint is that a replacement unit the landlord installed in his kitchen does not match the existing units and is of poor quality.
The complaint is about: The landlord’s response to a leak that occurred during works to the resident’s kitchen. The landlord’s response to the resident’s reports of damage to her belongings. The landlord’s response to the original works to the kitchen. The landlord’s associated complaint handling.
This complaint is about the landlord’s handling of: the resident’s reports of water ingress and damp in her bedroom and living room; the related complaint.
The complaint is about the landlord’s response to the resident’s reports regarding the structural integrity of his property.
The complaint is about: The landlord’s handling of a gas safety inspection at the resident’s property. The landlord’s complaints handling.
The complaint is about the landlord’s: response to the resident’s request for information relating to the service charge accounts. communication regarding the service charge accounts, and its handling of the formal complaint.
The resident has complained about the landlord’s handling of her reports of damp and mould within her property and the subsequent damage it has caused. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of the capping of the resident’s gas meter.
The complaint is about the landlord’s response to the resident’s report about an unauthorised structure. The complaint is about the landlord’s response to the resident’s report about the estate inspections. The complaint is about the landlord’s response to the resident’s request regarding CCTV footage.
The complaint is about the landlord’s handling of the resident's reports of anti-social behaviour (ASB) by a neighbour.
The complaint is about the landlord’s: implementation of its unacceptable behaviour policy to restrict the resident’s contact; response to the resident’s requests for support; complaint handling, including; refusal to consider the resident’s disrepair claim under its complaints policy; delays to its responses. The complaint is also about the landlord’s: call …
The complaint concerns the landlord’s: handling of repairs to resident’s bathroom, roof and front door. response to concerns he raised about rubbish in the communal areas and the car park. response to resident’s request to be transferred. handling of the resident’s request for service charge information. Complaint handling.
This complaint is about: The landlord’s decision not to carry out previously agreed repairs to paintwork in the block’s communal areas on cost grounds; The landlord’s complaint handling.
This complaint is about the level of redress the landlord awarded in respect of multiple delays and failures while handling plumbing repairs at the property, and the resident’s subsequent complaint.
The complaint is about: The landlord’s response to the resident’s request about gutter cleaning at his property. The complaint handling.
The complaint is about the landlord’s response to the resident’s reports of differences in the level of service charges between residents and leaseholders.
The complaint is about the landlord’s response to the resident’s reports of a leak from the roof of the property.
The complaint is about: The landlord’s response to the resident’s report of a leak and the level of compensation offered. The landlord’s handling of the associated complaint.
The complaint is about the response to the resident’s reports of blockages to her sinks and bath. The Ombudsman has also considered the landlord’s complaints handling.
The resident complains about the landlord’s handling of: Concerns about safety issues at the property due to subsidence; rehousing, and; the formal complaints.
The complaint is about:
The complaint is about the landlord’s response to the resident’s concerns about: The level of service charges; and Charges for services she alleges she was not receiving.
REPORT COMPLAINT 202103887 London & Quadrant Housing Trust 28 March 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. […]
REPORT COMPLAINT 202000830 North Tyneside Council 28 March 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 concerns the landlord’s application of an age limit to parties wishing to purchase the resident’s property, and whether this is applied fairly to all residents of the housing scheme.
The complaint is about the level of compensation offered by the landlord in response to the resident’s complaint about the length of time it took to carry out adaptations at her property.
The complaint is about the landlord’s handling of the resident’s noise reports.
The complaint is about the condition of the property.
The complaint is about the landlord's handling of the resident’s: reports of damage caused by its contractors. reports of inadequate heating and hot water in the property. associated complaint.
| 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 |