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.
REPORT COMPLAINT 202004136 Plus Dane Housing Group Limited 25 February 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 […]
The resident is unhappy about delays to the completion of the Right To Buy process caused by a historical boundary error – resulting in extra costs to the resident.
The complaint is about: the landlord’s handling of repairs to the exterior of the resident’s property; and the landlord’s complaints handling.
The complaint concerns the landlord’s handling of repairs to the resident’s front and back doors.
REPORT COMPLAINT 202001723 Islington Council 28 February 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 […]
REPORT COMPLAINT 202000896 Notting Hill Genesis 28 February 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 is about: The landlord’s decision not to carry out requested adaptations to the chimney. The landlord’s response to the reports about the servicing of the boiler. The landlord’s response to the reports of repair issues at the property. The landlord’s response to the reports about the neighbour’s behaviour. …
The complaint is about: The landlord’s response to reports of repairs at the property. The landlord’s response to reports of the build-up of litter around the building and car park. The landlord’s refusal to compensate the resident for the increase in her utility bills. The associated formal complaints into these …
The complaint is about the landlord’s: response to the resident’s report of a leak complaint handling.
This complaint is about the landlord’s response to the resident’s reports of: Repair to plaster to the walls and ceilings in her living room and bedrooms. Repair to her bathroom. The growth of mould in her living room.
The complaint is about the landlord’s request for the resident to carry out repair works to the property within two days, before she could move to a different property.
REPORT COMPLAINT 201912691 LiveWest Homes 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 is […]
This complaint is about: The landlord’s response to the resident’s reports of issues with parking at this property. The landlord’s response to the resident’s request that the windows in his bathroom and kitchen be replaced. The landlord’s response to the recommendations made in an inspection of mould in the resident’s …
REPORT COMPLAINT 202001943 One Housing Group Limited 26 February 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 […]
This complaint is about: The landlord’s handling of the resident’s reports of Anti-social behaviour by his neighbour and their partner. The landlord’s response to the resident’s request for a housing transfer. The resident’s request for compensation for redirection of post and for additional locks he fitted to his front door.
The complaint is about: the landlord’s response to the resident’s request for information about the cladding on the building she owns a property in, in order to progress the sale of the property the handling of a safeguarding referral
The complaint is about: The landlord’s decision to withdraw lease amendments in relation to sub-letting in April 2020. The landlord’s communication with the resident.
REPORT Complaint 202004838 Blackpool Coastal Housing 26 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
This complaint is about the landlord’s handling of the resident’s concerns about her rent arrears following her decision to relinquish her tenancy.
The resident complains about: How the landlord handled the mutual exchange in August 2016. How the landlord handled repairs needed at the property including dampness, from the start of the tenancy to date. The effect of the living conditions on her health. How the landlord handled her housing transfer application …
The complaint is about the landlord’s response to the resident’s reports about: The landlord’s response to requests for adaptations. Animal excrement at the property. The resident’s tenancy being transferred from one housing provider to another without his knowledge. The landlord’s complaint handling.
The complaint concerns: The level of compensation offered by the landlord following a leak and ceiling collapse in the resident’s property. The level of compensation offered by the landlord’s insurance provider for the damage caused by the leak.
The Complaint is about the landlord’s response to the resident’s reports concerning: The maintenance and cleaning of communal areas and associated costs. Anti-social behavior (ASB) at the property. Complaint handling and record keeping.
The complaint is about the landlord’s response to the resident’s reports of repair in her temporary accommodation to the lift and the heating and hot water system. The complaint is about the landlord’s response to the resident’s requests to change her housing status on the local authority’s choice based letting …
The complaint is about: The landlord’s response to the resident’s request to maintain, and remove invasive plants from, a boundary wall separated in the middle by an electric substation The landlord’s response to the resident’s request for works to the right section of the wall to be completed in the …
The complaint is about the landlord’s response to the resident’s reports about: the consultation process for major works, the amount of the service charges and liability to pay them. the administration of the service charge account and issues surrounding a Section 20 notice.
REPORT COMPLAINT 201914186 London Borough of Hackney 26 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The complaint is about the landlord’s: Response to the resident’s concerns regarding fire safety Response to the resident’s concerns regarding service charges for fire safety and maintenance Complaint handling
This complaint is about the landlord’s handling of the following issues: Noise nuisance from neighbours from October 2017 onwards. ASB report following an assault by a neighbour in February 2018. Damage caused by a leak from a neighbour’s flat in February 2018. Its decision to restrict the resident’s contact with …
REPORT COMPLAINT 202000337 Oadby and Wigston Borough Council 26 February 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 complaint is about the landlord’s response to the resident’s concerns about how it dealt with an infestation at his building following the discovery of a decomposing body in a neighbour’s flat.
The complaint is about the landlord’s response to the resident's report of being stuck in the lift at her property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
REPORT COMPLAINT 202007918 Sandwell Metropolitan Borough Council 26 February 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 […]
The complaint is about the landlord’s handling of the resident’s requests for repairs to a wall in her garden.
The complaint is about the landlord’s response to: reports of a loss of heating and hot water the alleged conduct of an operative repeated reports of a blocked and leaking toilet the associated formal complaint.
The Complaint is about the landlord’s response to residents’ reports about: The level of compensation provided for acknowledged repairs failures at the property. Inappropriate conduct and attending the property without notice. Complaints handling.
The complaint is about the landlord’s handling of a request for information about tenancy succession and its subsequent handling of the complaint.
The complaint is about the landlord’s: Response to the resident’s reports of a petrol generator being used in the communal areas. The handling of the resident’s complaint.
The complaint concerns the Council’s response to the resident’s request that it include a performance bond for tendered contracts.
The complaint is about the landlord’s response to the resident’s request to have the remaining windows at the property replaced with double glazing.
The resident’s complaint is about: The landlord’s handling of the consequences of local power surges to the building affecting: The water pumps; Emergency lighting; and The security of the doors and garages. This Service will also consider the landlord’s complaint handling.
The resident has complained that: The landlord has taken too long to resolve a fault with their heating system The landlord had taken too long to resolve a roof/ceiling leak
The complaint concerns the landlord’s response to the resident’s complaint and request for compensation for an increased water bill.
The complaint is about the delays in handling reported repairs and the overall handling of the complaint.
The complaint is regarding the landlord’s response to the resident’s reports of water ingress to her property.
REPORT COMPLAINT 202011700 Hinckley and Bosworth Borough Council 25 February 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 resident complained about the landlord’s response to their request for the reimbursement of the cost of replacement shower doors.
The complaint is about:
The complaint is about the landlord’s response to reports of Antisocial Behaviour (ASB), in particular, noise nuisance and sound transference and its subsequent complaint handling.
This 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 |