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: response to the resident’s reports of defects at the property, response to the resident’s reports of problems with the cleaning of the communal areas and maintenance of the grounds at the property, response to the resident’s concerns relating to the condition of the wider …
The complaint is about the landlord’s decision to decline a request for reimbursement of costs for fencing works.
The complaint is about: The landlord’s handling of the resident’s complaint in 2020 about outstanding repairs. The resident’s dispute of some of her service charges.
The complaint is about the landlord’s handling of the resident’s reports of blocked toilets.
The landlord’s response to the resident’s reports of reoccurring roof leak.
The complaint is about the landlord’s handling of the resident’s tenancy sign-up.
The complaint is about the landlord’s response to the resident’s reports of: Anti-social behaviour (ASB) at the property. The condition of the neighbour’s trees and vegetation.
The complaint concerns the landlord's response to the resident’s request to amend the terms of their tenancy concerning succession rights.
The complaint is about: The landlord’s handling of repairs to the resident’s kitchen and bathroom. The level of compensation offered in response to the resident’s reports of damp and mould.
The complaint is about the landlord’s: handling of the resident’s request for repairs to his bedroom radiator. associated complaint handling.
This complaint is about the landlord’s handling of the resident’s reports of mould growth in his property.
The complaint is about the landlord’s response to the resident’s concerns over the heating system in his property.
The complaint is about the landlord’s: Response to the resident’s concerns that it had failed to complete recommendations following fire risk assessments. Response to the resident’s concerns regarding its proposal to replace the front doors of all properties within the building she owns a property in. Complaint handling.
The complaint refers to:
The complaint is regarding: The landlord’s response to the resident’s reports of damage caused to his kitchen ceiling and its handling of the repair to his shower/wet room. The landlord’s complaint handling. The landlord’s response to the resident’s request to be either compensated for a damaged carpet or for the …
The complaint concerns: The landlord’s banding and priority allocation in respect of the resident’s housing need and request for a three-bedroom property on overcrowding and medical grounds. The landlord’s handling of the resident’s contact as to her housing situation and request to move property. The landlord’s handling of the complaint.
The complaint is about: The landlord’s handling of cladding remediation works including how long the works have taken to complete, the landlord’s communication about funding arrangements, and the impact the situation has had on progressing the sale of the resident’s property. The landlord’s decision not to refund the cost of …
The complaint is about: the landlord's response to the resident’s reports of cracks and subsidence at the property and the back door not closing properly. The landlord’s complaint handling.
The complaint is about the landlord’s: response to the resident’s request that it assign full ownership of the property to him; complaints handling.
The complaint is about the landlord’s response to the resident’s complaint about: Its handling of the resident’s decant. The quality of works undertaken in her home and damage to her belongings.
The complaint is about the landlord’s handling of the resident’s reports and complaints about costs and charges she incurred from her property’s communal lighting.
The complaint is about the landlord’s handling of: repairs at the resident’s property. the resident’s request for an adaptation to the bath. the resident’s reports of a rat infestation in his loft; and the resident’s concerns of potential asbestos in the property.
REPORT COMPLAINT 202103874 Guinness Housing Association Limited 19 August 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 […]
REPORT COMPLAINT 202007623 Hammersmith and Fulham Council 19 August 2021 Our approach Under our early resolution process, the Ombudsman works with the resident and landlord to explore the issues in dispute, identify the matters that […]
The complaint is about the landlord’s response to the resident’s request that it install extractor fans in the resident’s bungalow at its cost.
The complaint is about: The landlord’s communication to the resident about the annual gas safety check at her property. The landlord’s handling of the associated complaint.
The complaint is about the: Landlord’s handling of repairs to the resident’s kitchen. Information provided to the resident about when her kitchen would be refurbished.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB).
The complaint concerns how the landlord handled the resident’s:
The resident has complained about: The quality of the services provided through the service charges at their sheltered housing scheme. The amount charged by the landlord in the service charges.
The complaint is about: The landlord’s response to the resident’s reports of an erection of a gate and her reports of noise nuisance in relation to a neighbour’s dogs. The landlord’s complaint handling.
The complaint is about: The landlord’s handling of a boundary hedge maintenance dispute. The landlord’s associated complaint handling.
The complaint is about the resident’s requests for compensation from the landlord for excessive energy costs since the start of her tenancy.
The complaint is about the landlord’s response to the resident’s: request for a housing transfer; reports of antisocial behaviour (ASB).
The complaint refers to: The landlord’s handling of repairs needed to the guttering outside the resident’s property and internal works required following water damage. The landlord’s record keeping.
REPORT COMPLAINT 202004238 Citizen Housing 18 August 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 concerns: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbour. The landlord’s handling of the resident’s request for her housing band to be changed.
The complaint concerns the resident’s liability to pay Trustcare charges.
The resident complains about: The landlord’s failure to respond to an email about a rent payment. The landlord’s handling of an insurance claim for damage to carpets and
REPORT COMPLAINT 202106023 Clarion Housing Association Limited 16 August 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 […]
REPORT COMPLAINT 202015762 Hyde Housing Association Limited 17 August 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. […]
The residents complain about: How the landlord managed the replacement of the communal boiler in the building, including: How it responded to residents’ suggestions and comments in relation to the specification of works and how this has impacted the current proposed works and level of service charges. The landlord’s management …
The complaint was about: The landlord’s response to the resident’s report of a leak into her property. The landlord’s complaint handling.
This complaint is about the landlord’s response to: The resident’s reports of leaks from the roof of his property. The resident’s reports of damage to his property caused by leaks from the roof. The landlord’s complaint handling and record keeping.
The complaint is about the landlord’s response to the resident’s concerns about a lack of lintels at the property, and her request to install these and replace the windows.
The complaint is about the landlord’s handling of: Repairs to mould growth; Repairs to a leak from the kitchen sink; Works to install a sink in the toilet; A pest infestation in the loft.
REPORT COMPLAINT 202012859 Hackney Council 16 August 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 whether a […]
The complaint is about the landlord’s: Handling of parking bay allocations. Complaint handling.
The complaint is about the landlord’s decision to decant (move) the resident from her current property to an alternative property owned by the landlord.
The complaint concerns how the landlord handled: The resident’s request to move property. The resident’s concerns about its staff members conduct. The formal complaint into these matters.
| 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 |