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 a roof leak at the resident’s property. Provision of grounds maintenance which the resident pays a service charge. Response to the resident’s reports of bulk waste being left in the grounds of the property. Handling of the attendance and behaviour of contractors …
The complaint is about: The landlord’s handling of the reports that she had to pay council tax on 2 properties. The landlord’s response to the resident’s report that it had her incorrect phone number. The landlord’s handling of the resident’s reports that it had provided incorrect information. The landlord’s response …
The complaint is about the landlord’s: Handling of the resident’s request for it to remove a water butt from the property’s garden. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs to the communal areas of the property. Concerns about its management of the communal areas of the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in the property. Request for replastering and repairs to walls and ceilings. Reports of damage to internal door frames. Associated formal complaint.
The complaint is about the: Accuracy of information presented by the landlord to the resident during the sales process of the property. Landlord’s communication regarding its requirement for the resident to remove a shed from the property’s patio. Landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the resident’s concerns about the standards of grounds maintenance. Complaint handling.
The complaint is about the landlord's response to the reports of damage caused to the resident's CCTV doorbell.
The complaint is about the landlord’s handling of the resident’s reports of: Drainage issues causing flooding, gurgling noises, and smells. Damp and mould. Damage to personal possessions. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) due to harassment and vandalism of her vehicle. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of reports of anti-social behaviour (ASB), including noise nuisance and threatening behaviour by a neighbour. The landlord’s handling of the resident’s management move.
The complaint is about the landlord’s handling of major works to the property and the resident’s associated decant.
The complaint is about the landlord’s handling of the resident’s: reports of a leak into her property from the flat above; associated complaint. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s: reports of structural, and drainage issues with her property; associated complaint.
The complaint is about the way the landlord responded to the resident’s reports that it had sold land belonging to her property.
The complaint is about the landlord's handling of: Repairs to the front metal gate obstructing access to and from the property. A request to install a stair banister and a wheelchair ramp. Reports of a pest infestation. A leak from the water tank, remedial works following leaks including to plasterwork …
The complaint is about the landlord’s handling of: The resident’s reports of a fault to the ventilation system in the property. The resident’s complaint.
REPORT COMPLAINT 202311706 Notting Hill Genesis (NHG) 9 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 […]
The complaint is about the landlord’s response to the resident’s reports of multiple repairs required at her new home following a mutual exchange.
The complaint is about the landlord's handling of the resident’s reports of: A leak in the bathroom which caused damp and mould. Issues with the boiler and a lack of hot water. The lack of security of the balcony door. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Repairs Damp and mould The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repeated repairs to the heating and hot water system. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of: Reports of water ingress into the property. The associated complaint.
The complaint is about the landlord’s handling of forced entry to the resident’s property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Concerns about securing her property. Concerns about staff conduct. Request for a management move.
The complaint is about the landlord’s handling of reports of internal and external repairs to the property. The report has also taken the landlord’s handling of the associated complaint into consideration.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour from a neighbour. The resident’s request for a handrail to be installed for the communal staircase. The resident’s request to be moved to alternative accommodation. The Ombudsman has decided to consider the landlord’s complaint handling.
The complaint is about: the landlord’s handling of the resident’s reports of damp and mould. the landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about communal cleaning and the associated charges.
This complaint is about: The landlord’s management of patio door repairs. The landlord’s response to reports of an ongoing sewage leak.
The complaint is about the landlord's handling of repairs to the resident’s property including repairing kitchen floor tiles, installing an extractor fan in the kitchen, repairing a leak from the wet room into the kitchen and repairing a side-door into a lean-to.
The complaint is about the landlord’s handling of the resident’s reports of: Shed repairs. Front porch repairs. Tree and grass cutting. The Ombudsman has also considered the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of his reports of antisocial behaviour (ASB).
The complaint is about the landlord’s handling of the resident’s reports regarding outstanding communal fencing and water system repairs. The Ombudsman has also taken the decision to consider the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s reports of anti social behaviour (ASB). This Service has also considered the landlord’s handling of the complaint.
This complaint is about the Council’s handling of disabled adaptations to the resident’s property.
The complaint is about the landlord’s handling of the resident’s concerns about: The conduct of a staff member handling her reports of antisocial behaviour (ASB). The conduct of a staff member handling her complaint. 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: The resident’s reports of anti-social behaviour (ASB). The resident’s associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak, and the associated repairs. Request to be reimbursed for replacement carpets.
The complaint is about the landlord’s handling of the resident’s request to install a patio door. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports about insecure communal doors. Request for the landlord to reimburse him for goods stolen from his internal shed. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord's response to the resident's: Reports of problems with the property including with the cavity wall insulation, the levels of formaldehyde in the air, and damp and mould. Request for a move. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould, and subsequent pest issues. The landlord’s handling of the complaint will also be considered.
The complaint is about the landlord’s response to the resident’s reports about a leak, and subsequent low water pressure in her bathroom. We have also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of various repairs within the property.
The complaint is about the landlord’s handling of: Pests specifically cockroaches, woodlice and psocid mites. Damp and mould in her home. The formal complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of anti-social behaviour (ASB). Response to the resident’s concerns about the conduct of its staff. Handling of the subsequent complaint.
This complaint is about the landlord’s response to the resident’s complaints about: Repairs to her kitchen. Repairs to her bathroom. Its online repair portal.
| 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 |