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.
This complaint is about the landlord’s response to the resident’s complaint about the security and condition of the block, anti social behaviour (ASB), repairs needed to the emergency door releases, and fire safety signs.
The complaint is about the landlord’s handling of the resident’s: Reports of a repair to the hot water system. Transfer request.
The complaint is about the landlord’s handling of the resident’s reports of: leaks, damp and mould damage to personal items impact on her health
The complaint is about the landlord’s: response to the resident’s reports about issues with her rent/online account details; response to the resident’s reports about asbestos; complaints handling.
The complaint is about the landlord’s handling of the resident’s: Request that it fund external mediation. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s reports of leaks, damp and mould in the property. The Ombudsman has considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of recurring leaks, damp, mould, and associated repairs at her property.
The complaint is about the landlord’s: Response to the resident’s concerns about the condition of the walls when the property was let. Handling of repairs to accommodate a washing machine in the kitchen. This report also looks at the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s concerns about the neighbour’s dog fouling.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould in the property. Handling of the complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of delays in repairing and replacing the gas boiler. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s: report of repairs outstanding to the property on letting. request to fit an external post box, ring doorbell and a solar outside light. complaint.
The complaint is about: The landlord’s handling of roofing repairs and associated damp and mould reports. The landlord’s handling of the resident’s complaints.
The complaint is about the landlord’s response to the resident’s reported concerns about his new kitchen flooring.
The complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB) including noise nuisance and the use of cannabis. Response to the resident’s requests for soundproofing adaptations. Response to the resident’s health conditions and its provision of reasonable adjustments. Response to the resident’s request for rehousing. …
REPORT COMPLAINT 202226196 Hyde Housing Association Limited 15 August 2024 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 the resident’s reports of: Damp and mould. A faulty window. A sewage leak. A leak in the communal area. The resident’s request for rehousing. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord's handling of repairs to the patio and paving at the front of the property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s concern that she should not have been moved to a property with anti-social behaviour (ASB) from neighbours in 2021. The resident’s request to be rehoused. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s requests for rehousing and adaptations.
This complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour regarding their neighbour and their dog. The landlord’s lack of response to emails the resident sent on 27 July, 28 July, and 16 September 2022.
This complaint is about: The landlord’s response to reports of disrepair including damp, mould and asbestos at property A, and the resident’s associated request for compensation. The landlord’s response to the resident’s reports of issues in property B. The landlord’s proposal to permanently move the resident to property C.
The resident’s complaint is about the landlord’s: Response to reports of rats in their kitchen; Handling of the associated complaint.
The complaint is about the landlord's handling of the resident’s: Reports of heating repairs. Associated complaint.
The complaint is about the landlord’s handling of: The administration of the resident’s service charge account, quality of services and service charge queries. The associated complaint.
The complaint is about the landlord’s: Response to the resident’s concerns about the length of time scaffolding had been up at the property. Complaint handling including knowledge and information management.
The complaint is about the landlord’s handling of: Repairs to a leak in the communal roof and associated damp and mould in the resident’s property. Communication with the resident during the formal complaint.
The complaint is about the landlord’s handling of leaks into the resident’s property from a property above. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s response to the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s: Record Keeping. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s request to build an outbuilding in the garden of her property. The associated complaint.
The complaint is about the landlord’s response to the resident’s service charge queries. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns of cigarette smoke. Response to the resident’s report of not having hot water. Handling of bathroom and window repairs following a mutual exchange and associated contractor appointments. Complaint handling including knowledge and information management.
The complaint is about the landlord’s: Response to reports of anti-social behaviour (ASB). Response to reports of damp and mould at the property. Handling of reports of blocked drains/toilet. Complaint handling.
The complaint is about the landlord’s: Handling of reports of overflowing bins and fly tipping. Handling of reports of a missing bin store lock. Handling of repairs to the car park gate. Complaint handling.
The complaint is about the landlord’s response to the resident’s reports of damp and mould.
The complaint is about the landlord’s response to the resident’s: concerns about a stopcock valve request for replacement of windows. This Service has also considered the landlord’s complaint handling and record keeping.
The complaint is about how the landlord handled the resident’s request to assign her tenancy to her daughter.
The complaint is about: The landlord’s handling of the resident’s housing application. The landlord’s handling of a kitchen renewal and rewire. The time taken to repair a front door. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident reports of overgrown trees in the garden.
The complaint is about the landlord’s handling of the resident’s: Reports of outstanding works relating to subsidence of the property. Request for permanent rehousing instead of a temporary decant. Reports of a roof leak and associated damp and mould. Associated formal complaint.
The complaint is about the landlord’s handling of reports of recurring issues with blocked drains. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the: Administration of residents’ service charge accounts and its calculation of charges. Residents’ reports of leaks and heating repairs (across various properties in the building). Formal complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs to communal areas. Concerns about the cleanliness of the building, and fly tipping. Reports of Antisocial behaviour (ASB) in the communal areas of the property. Reports of ASB from a neighbour. Concerns about a shipping container in …
The complaint is about the landlord’s response to the resident’s report of a leak from the property above. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of reports of noise nuisance. The associated complaint handling.
The complaint is about: The landlord's handling of repairs to the roof. The landlord's response to the resident's concerns about the consultation process for the roof repair work. The landlord's complaint handling.
The complaint is about the landlord’s handling of concerns of coldness in the resident’s property.
The complaint is about the landlord’s handling of communal lift repairs at the resident’s building, and its resulting support for her.
The complaint is about the landlord’s: handling of repairs and damp and mould at the resident’s former property. response to the resident’s concerns about her time in emergency and temporary accommodation. complaint handling.
The complaint is about the landlord’s response to the resident’s: Report of a leak. Report of damp, mould and condensation. Complaint and request for compensation. The Ombudsman has also assessed the landlord’s record keeping.
| 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 |