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 handling of: the resident’s reports that a lean-to was unlawfully removed; works it had agreed to complete to allow the reinstatement of the lean-to; the resident’s concerns about the validity of a guarantee for external wall insulation (EWI) works.
REPORT COMPLAINT 202015742 Clarion Housing Association Limited 11 November 2021 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman Scheme. The Ombudsman must determine […]
The complaint concerns the landlord’s handling of the resident’s concerns that they are being overcharged on rent for their garages.
The complaint is about: The landlord's response to the resident’s reports in relation to his water cylinder and other repairs and the resident’s request for compensation. The landlord’s complaint handling (including the resident's report of a breach of his confidentiality by the landlord).
The leaseholder complains about the landlord’s handling of the section 20 consultation process, and the level, reasonableness, and increase of charges invoiced for these works. As a resolution to the matter, the leaseholder would like her contribution to the works to be capped at £250, and compensation for the landlord’s …
The complaint is about: The landlord’s response to the resident’s request for repairs. Associated complaint handling.
The complaint concerns the landlord’s response to enquiries the resident has made about their liability to pay a service charge for a fire risk assessment.
The resident complained about; The landlord’s handling of repairs to damp and mould. The level of compensation the landlord offered in respect of the formal complaint.
The complaint is about the landlord’s failure to provide accounts for the period of 2018-2019 and 2019-2020, as requested by the resident.
This complaint is about the landlord’s handling of: the resident’s request for adaptations to the property; the resident’s request for a property transfer; the related complaint.
The complaint is about the landlord’s handling of the replacement of the resident’s roof.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
This complaint is about the landlord's refusal of the resident’s request to either succeed to, or transfer into, her late mother's property.
The complaint is about the landlord’s decision to ask the resident to remove CCTV.
The complaint concerns the landlord’s handling of: Repairs, following the resident’s report of a water leak from the property above. The associated complaint.
The complaint about: The landlord’s response to the resident’s concerns about her boiler. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Decision that the resident should be permanently decanted. Handling of the decant. Complaint handling.
The complaint concerns: The condition of the property at the start of the resident’s tenancy. How the landlord handled the resident’s reports of repairs required to the walls and a boundary fence. The landlord’s decision not to reimburse the resident for work to replaster the walls and replace the doors …
This complaint is about the landlord’s handling of the resident’s reports of noise related ASB by her neighbour.
The complaint is about the landlord’s handling of repairs following leaks in the resident’s home.
The complaint is about the landlord’s handling of redecoration work to the resident’s hallway.
REPORT COMPLAINT 202100151 Vivid Housing Limited 10 November 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 […]
This complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) noise nuisance.
The complaint is about the landlord’s response to the resident’s request for repairs at the property.
The complaint is about: The landlord’s handling of the resident’s application for re-housing. The landlord’s associated complaint handling. The landlord changing its housing allocation policy.
The complaint is regarding the landlord’s: Handling of repairs to the resident’s loft and chimney. Response to the resident’s concerns about the works it carried out, in relation to asbestos and building and safety regulation. Response to the resident’s concerns over damage caused to her personal belongings. Handling of the …
The complaint concerns how the landlord dealt with the resident’s reports of antisocial behaviour (ASB) and noise nuisance: Prior to December 2019. From December 2019 onwards.
The complaint is about the landlord's response to the resident’s concerns regarding the condition of the property’s back door and the landlord’s handling of the associated formal complaint.
The complaint refers to: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from her neighbour. The landlord’s handling of the associated complaint.
REPORT COMPLAINT 202104391 London & Quadrant Housing Trust 8 November 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 […]
The complaint is about the landlord’s: response to the leaseholder’s reports of water ingress from the roof of his two properties; complaints handling.
The complaint concerns how the landlord handled: A water leak into the property reported by the resident in April 2019. A water leak into the property reported by the resident in August 2020. The formal complaint into these matters.
The complaint is about the landlord erroneously sending letters of tenancy breach and demand for payment in respect of water charges, and its handling of enquiries about these letters and the subsequent complaint.
The complaint is about the way the landlord considered the complainant’s application for housing and its handling of the complaint.
The complaint is about the landlord’s handling of the resident’s reports of a rodent infestation.
The complaint is about the landlord’s response to the resident’s reports request for reimbursement of costs for repairs to the rear door at the property. The landlord’s complaints handling has also been investigated.
REPORT COMPLAINT 202015791 Citizen Housing 5 November 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 set […]
The complaint is about: The local authority’s decision to allocate the property to the resident and the conduct of the Allocations Officer. The landlord’s response to the resident’s concerns regarding the safety of the electrical, water, drainage, and heating systems. The Ombudsman has also considered the landlord’s handling of the …
The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from his neighbour. The landlord’s response to the resident’s concern that he had not been advised of the ASB of his neighbour before his tenancy began. The landlord’s handling of required repairs …
The complaint is about: The landlord’s handling of the resident’s communal electricity charges and refund. The landlord’s handling of the resident’s associated complaint.
The complaint refers to: The landlord’s handling of the resident’s concerns about the location of the bin storage area, the standard of cleaning in the communal areas at his property and consequent request for a refund of his service charge. The landlord’s handling of the associated complaint.
The landlord’s handling of the resident’s reports they were missold their property due to the increase and level of service charges they are liable to pay. The landlord’s response to the resident’s reports that the landlord had violated the section 106 agreement for the property. The landlord’s response to the …
The complaint is about: The landlord’s response to the resident’s reports of no heating and hot water in the property. The landlord’s associated complaint handling.
The complaint is about the landlord’s handling of soundproofing to the resident’s home.
The complaint concerns the Council’s Environmental Health Department’s response to the complainant’s request for noise monitoring equipment and the outcome of its investigation of their noise reports.
The complaint is about how the landlord handled the resident’s request to assign his tenancy. The Ombudsman has also investigated the landlord’s complaint handling in relation to the above matter.
This complaint is about the landlord’s response to ongoing mould and damp issues at the property.
The complaint concerns the level of service charges.
The complaint is about the landlord’s response to the resident’s reports of an unknown smell in her home.
The complaint concerns the landlord’s request that a partition wall is reinstated.
| 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 | 3,023 | 247 | 272 |
| 2025 | 4,476 | 513 | 709 |
| 2026 | 1,636 | 211 | 238 |