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 resident has complained about the landlord’s handling of: repairs to the electrical installations. damp in the kitchen. the installation of a Positive Input Ventilation (PIV) unit and the cost associated with running the same.
The complaint is about how the landlord handled repairs to the resident’s path and subsequent flooding.
The complaint is about the landlord’s handling of: the allocation of the resident’s parking space. the resident’s reports of antisocial behaviour (“ASB”) by her neighbours. the resident’s concerns regarding the conduct of the landlord’s staff.
The complaint is about: the landlord’s handling of a repair to the resident’s ceiling. the landlord’s administration of the resident’s rent account. the landlord’s response to the resident’s report of the property being unsuitable for her. the landlord’s handling of the associated complaint.
The complaint concerns the landlord’s administration of the resident’s rent account.
The complaint is about:
The complaint is about the landlord’s decision to re-charge the resident for the cost of a door due to the installation of a cat flap.
The complaint concerns the landlord’s handling of repairs to the resident’s heating system.
The complaint is about the landlord’s response to the resident’s: Reports of the conduct of a member of staff. Request to keep a pet. Report of outstanding repairs.
The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour. handling of antisocial behaviour reports against the resident. complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of noise nuisance coming from the floorboards of the property above his own. The landlord’s response to the resident’s reports that unauthorised vehicles were parked in the car park of his property. The landlord’s handling of the complaint.
The complaint is about the landlord’s handling of repairs. The resident explained that the outstanding issues are their dissatisfaction with the amount of compensation offered by the landlord and their dissatisfaction with the repairs appointment system.
The complaint concerns: The landlord’s handling of the resident’s reports of disability discrimination towards her household. The landlord’s handling of repairs to the resident’s toilet seat.
The complaint is about the landlord’s handling of the resident’s mutual exchange.
The complaint concerns the landlord’s handling of the resident’s belongings following her eviction from her home.
The complaint is about the landlord’s complaint handling, specifically, its offer of compensation in recognition of its delay in attending the property following the report of a potential gas and carbon monoxide leak, and its communication.
The complaint is about the amount of compensation offered by the landlord. The resident explained that the outstanding issue is that the amount of compensation offered does not fully compensate for historical high electricity costs they incurred.
The complaint is about the landlord’s: Response to the resident’s report about a fault with the boiler. Complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about brick dust left at the property following work to the fire alarm in the communal area.
The complaint is about the landlord’s decision to remove CCTV at the property.
The complaint is about the terms of a new tenancy agreement offered by the landlord.
The complaint is about the landlord’s maintenance of the boiler.
The complaint is about: The landlord’s administration of the resident’s rent account. The resident’s concern in relation to receiving invoices from the local authority’s Housing Benefit service. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s response to the reports of a repair needed to the intercom system. The landlord’s response to a repair reported about the side gate lock. The landlord’s response to the resident’s concerns about the cleaning service on the estate. The landlord’s handling of the associated …
The complaint is about the placement of the landlord’s skip which the resident reports damaged their car.
The complaint concerns the landlord’s response to the resident’s reports that damage was caused to their possessions during repairs to their garage. Determination (jurisdictional decision) When a complaint is brought to the Ombudsman, we must consider all the circumstances of the case as there are sometimes reasons why a complaint …
The complaint is about the landlord's handling of repairs at the resident's property.
The complaint is about the landlord’s response to concerns the resident raised about a sales clause in their lease.
This complaint is about the landlord’s handling of the resident’s reports of a pest infestation.
This complaint is about the landlord’s handling of the resident’s concerns about the condition of his windows.
The resident alleges that damage was caused to his belongings during replacement flooring works organised by the council.
The complaint concerns the resident’s reports of social nuisance and antisocial behaviour and the handling of those reports by their landlord. The complaint concerns the landlord’s handling of repairs and damp issues in the property.
The complaint is about the landlord’s: response to the resident’s reports of no heating in her property, response to the resident’s report of damp and mould in the bathroom of the property, handling of the associated complaint.
The complaint refers to: The landlord’s administration of the resident’s rent account.
The complaint is about the landlord’s:
The complaint is about the landlord’s response to reports of pest infestation.
The resident complains about the landlord’s handling of repairs required to the gas fire following on from a gas safety check, and the landlord’s handling of the subsequent formal complaint.
REPORT COMPLAINT 202006409 Birmingham City Council 3 March 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 is […]
The complaint concerns the resident’s liability for major work charges for replacing the metal roof to their property and the estate at large. The resident asserts that the landlord failed in its design, installation and maintenance of the metal roofs on the estate, as well as not maintaining warranties.
The resident complains about: the landlord’s offer of compensation for damage to personal belongings following a leak at his property. the replacement of his bathroom and the impact this had on him.
The complaint is about: the landlord not communicating the outcome of a survey at the property to the resident and its handling of repairs, remedial works and communal issues. the landlord’s complaint handling.
The complaint is about: The reasonableness of the service charges for the major works. The number of Section 20 notices issued by the landlord in respect of the major works. The landlord’s response to the leaseholder’s concerns that it instructed a bailiff to attend the property. The landlord’s complaint handling.
The complaint is about the landlord’s:
The complaint is about the landlord’s response to: allegations made about the resident by his neighbours and the landlord’s staff; the resident’s reports of harassment and discrimination by its staff.
The complaint is about the landlord’s response to the resident’s:
The complaint is about the landlord’s handling of: repair work in respect of mould and damp in the resident’s property. the associated formal complaint.
The complaint is about the landlord’s handling of an annual gas safety check at the resident’s property, in particular: the issuing of a final warning letter; a missed appointment; the landlord’s communication with the resident.
The complaint is about the landlord’s: offers of alternative properties made to the resident; handling of the associated formal complaint.
The complaint is about the landlord’s handling of repairs to the heating and hot water system in the resident’s property.
REPORT COMPLAINT 201912974 Orbit Group Limited 1 March 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 […]
| 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 |