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 resident’s reports of: antisocial behaviour. alleged discriminatory staff conduct. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns with her flooring.
The residents have complained about the landlord’s handling of defects they have reported. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s response to the resident’s reports about: Repairs to the communal entrance door and intercom . Lack of communal smoke alarms. Rodent issues. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to reports of damp and mould.
The complaint is about the landlord’s response to the residents report of a roof leak. The report will also address the landlord’s handling of the related complaint.
REPORT COMPLAINT 202013537 Bromford Housing Association Limited 28 February 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 […]
The complaint is regarding: The landlord’s handling of the resident’s reports of defects, including the level of compensation offered. The landlord’s proposal to offset a compensation award against the resident’s service charge/rent account. This Service has also considered how the landlord responded to the resident’s complaint.
The complaint was about the landlord’s: Response to the resident’s reports of damp at the property and request for repairs. Handling of her complaint.
The resident’s complaint was about: The landlord’s response to the resident’s request for redecoration following a leak into her property. The landlord’s response to the presence of asbestos in her property. The landlord’s response to the resident’s request for a transfer. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of pests in her loft.
The complaint is about the landlord’s response to the resident’s reports about: Cladding and fire safety works. Damp and mould and damage to a balcony door. Replacement of damaged items. Pest infestation.
The complaint is about the landlord’s handling of the resident’s water bill.
The complaint is about the landlord’s handling of a wide range of repairs at the resident’s property.
The complaint is about the landlord’s: Response to the resident’s request that it cuts back overgrown hedges and trees. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports about the standard of the garden maintenance service.
REPORT COMPLAINT 202014692 Newham Council 28 February 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 set […]
The complaint is about the landlord’s response to a dispute from the Resident’s Association concerning the cost of major works.
The complaint is about the landlord’s response to the resident’s reports about leaks and blockages at the property.
The complaint is about the landlord’s response to the resident’s request for it to make improvements to his kitchen.
The complaint is about the landlord’s handling of water damage in the resident’s property.
The complaint is about the landlord’s response to the resident’s report of a flood at his property.
This complaint is about the landlord’s response to an incident where the resident was trapped in the communal lift.
The complaint is about the landlord’s: response to the resident’s concerns about the administration of her rent account. handling of the resident’s formal complaint about the above matter. decision to apply to court to seek possession of the property.
The complaint concerns: The landlord’s handling of the resident’s transfer application and request for priority banding on medical grounds. The landlord’s handling of an internal transfer. The landlord’s response to concerns about fire safety at the property. The landlord’s response to the resident’s reports of antisocial behaviour. The landlord’s complaint …
The complaint is about the landlord’s handling of the resident’s requests for insurance information and her reports of antisocial behaviour.
The complaint is about the landlord’s response to the resident’s reports of: Water ingress in the loft at the property. The landlord’s complaints handling.
The complaint is regarding the landlord’s decision to remove three trees from the resident’s property.
The complaint is about the landlord’s handling of a leak into the resident’s property.
The complaint is about the landlord’s handling of a repair to a leak into the kitchen.
The complaint concerns information provided by the landlord relating to car parking outside the resident’s property.
The complaint is about the landlord's handling of the resident's reports of damp and mould in his property.
The complaint is about the landlord’s handling of the resident’s reports of multiple defects in her new-build home.
The complaint concerns the landlord’s handling of: The resident’s reports of a pest infestation in his property. The associated formal complaint.
The complaint is about the landlord’s handling of: boiler repairs at the resident’s property. The associated complaint.
The complaint is regarding the landlord’s: Handling of the resident’s repairs reports. Response to the resident’s concerns over the price of her energy bills.
The complaint is about the landlord’s handling of: exterior repairs to the guttering at the resident’s property. the associated complaint.
The complaint is about the landlord’s handling of: The landlord for its handling of the resident’s reports of damp. The associated complaint.
The complaint is about the landlord’s: Handling of a heating upgrade and loft insulation in the resident’s property. Decision not to contribute towards the resident’s energy bills.
The complaint is about the landlord’s handling of the resident’s request for compensation after water ingress caused damage to her home.
The complaint concerns: The landlord’s handling of a boundary dispute. The landlord's response to the resident’s reports of parking issues. The landlord’s handling of ASB reports.
The complaint is about: The landlord’s handling of the resident’s reports of repair issues, including asbestos works, structural concerns, and the thermal efficiency of her property. The landlord’s handling of the resident’s formal complaint including her complaint about staff conduct.
The complaint is about: The landlord’s response to repair reports to the: Kitchen and cooker hood. Doorbell. The landlord’s handling of reports of staff conduct. The Ombudsman has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s response to the resident’s reports of missing doors in his property.
The complaint concerns: The length of time scaffolding was erected outside the property. The associated formal complaint into the matter.
The complaint is about how the landlord handled reports of antisocial behaviour (ASB) from the resident.
The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB) in the car park area of the property. Response to the resident’s reports of problems with the ground maintenance service provided in return for the service charge. Complaints handling.
The complaint is about the landlord’s response to the resident’s reports of: A pest infestation following the death of her upstairs neighbour. The resident’s upstairs neighbour having pets in their property, violating the tenancy agreement. The resident’s upstairs neighbour damaging the resident’s lights in their garden.
The complaint is about information provided to the resident regarding parking restrictions in the local area.
The complaint is about:
| 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 |