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 concerns about the condition of the property when he moved in. The landlord’s handling of outstanding repairs. The landlord’s complaints handling.
The complaint concerns how the landlord had handled the resident’s request to be permanently rehoused.
The complaint is about the level of compensation offered by the landlord following acknowledged service failures relating to its repairs service and associated complaints handling.
The complaint is about the landlord’s handling of the resident’s report of a leak in his property.
The complaint is about: The landlord’s response to the resident’s concerns about the communal window cleaning at the property. The level of service charge increase. The landlord’s handling of the associated complaint.
The complaint is about the landlords handling of: The resident’s reports concerning anti-social behaviour. The installation of soundproofing. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of flooding at the property and associated damage.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB): between 2010 and February 2019. from February 2019 to September 2019. The Ombudsman has also investigated the landlord’s complaint handling.
This complaint is about: The resident’s request to be rehoused; The landlord’s response to the resident’s concerns around the condition of the property; The landlord’s response to the resident’s concerns around rent arrears; The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of: Broken lift and intercom at the property and the amount of compensation offered. Handling of rent arrears. Adding her husband as an occupant to the tenancy agreement. The landlord’s complaint handling.
The complaint is about the landlord’s handling of resident’s concerns about: Asbestos in the garden at the property and the delay and amount of compensation offered. The landlord’s complaint handling.
The resident’s complaint is about the landlord’s response to her reports of anti-social behaviour (“ASB”) by her neighbour.
This complaint is about the landlord’s response to the residents’ repair request following a leak into their wet room.
This complaint is about: The landlord’s response to the resident’s reports of water and vegetation ingress at the property’s garage following a refurbishment project; The landlord’s response to the resident’s concerns about being charged for services that were not received during the project.
The complaint is about: The landlord’s handling of the kitchen and bathroom upgrades; The condition of the property when the resident moved in; and The landlord’s actions in response to reports of mould in the property.
The complaint is about: The landlord’s handling of damp and mould at the property. The associated communication and complaints handling.
The complaint is about: The actions of the local authority’s environmental health department in response to the resident’s reports of noise from a neighbour. The landlord’s response to the resident’s reports of noise from a neighbour’s boiler. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of restorative works at the resident’s property, following a water leak. The landlord’s handling of asbestos identified at the resident’s property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
REPORT COMPLAINT 202006770 Harlow District Council 21 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 […]
The complaint concerns the landlord’s: response to the resident’s reports of an operative causing damage to her property. response to the resident’s reports of operatives attending without prior notice, having a master key to the property and gaining access when the resident was not there. Complaint handling.
The resident’s complaint is about the landlord’s handling of her complaint about Anti Social Behaviour (“ASB”).
The complaint is about the level of compensation the landlord offered in relation to its handling of the sale of the property.
The complaint is about the landlord’s handling of window repairs at the property. The Ombudsman has also investigated the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s concerns about staff conduct. The Ombudsman has also investigated the landlord’s response to the incident that occurred outside the resident’s property.
The resident’s complaint is about the landlord’s decision not to install a hand basin in the bathroom of the property.
The complaint is about the landlords’ handling of the residents’ concerns about the condition of the kitchen including the lack of heating.
The complaint is about the landlord’s response to the resident’s report of a leak at the property.
The complaint is about the landlord’s response to the resident’s request for repairs to her shed, and her subsequent complaint.
REPORT COMPLAINT 202106070 A2Dominion Housing Group Limited 18 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 […]
The complaint is about the landlord’s handling of and communication regarding outstanding repairs for water leaks into the resident’s leasehold property.
REPORT COMPLAINT 202110697 Karbon Homes Limited 18 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 […]
The lack of support offered by the landlord following the resident witnessing an aggravated burglary opposite her previous property.
The complaint is regarding the landlord’s: Handling of repairs at the resident’s property, including damp issues and works to her garden. Response to the resident’s concerns regarding a boundary dispute affecting her property.
The complaint is about: The landlord’s response to the resident’s dissatisfaction with its antisocial behaviour (ASB) policy and procedure. The landlord’s handling of ASB allegations made against the resident by her neighbour (A). The landlord’s handling of the associated complaint.
REPORT COMPLAINT 202102644 Birmingham City Council 17 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 […]
The complaint is about: The landlord’s response to the resident’s queries about service charges for the financial year 2019/20, including his request to inspect supporting information and documents. The landlord’s complaints handling.
The complaint is about: the landlord’s refusal of the resident’s mutual exchange application and; the landlord’s response to the resident’s reports about repairs/adaptations to the property.
This complaint is about: The landlord’s handling of the resident’s reports of two roof leaks at the building; The landlord’s response to the resident’s concerns about leaking asbestos; The landlord’s refusal to provide a proportionate refund of service charges for the period the resident was decanted; The landlord’s complaint handling.
The complaint is about the landlord’s handling of concerns raised by the resident regarding changes made to its sheltered housing services.
The complaint is about: The landlord’s response to the resident’s reports of damp and mould at the property. The landlord’s response to the resident’s request for compensation for items damaged by mould. The Ombudsman has also considered the landlord’s record keeping.
This complaint is about: The level of redress the landlord offered in respect of its acknowledged delays and failures whilst handling a loss of hot water to the property, the resident’s transfer of ownership and her subsequent complaint; The landlord’s handling of repairs to the building’s entry system, along with …
The complaint is about the landlord’s decision to increase rent payments following an IT error.
The complaint is about how the landlord handled the resident’s reports of antisocial behaviour (ASB) and counter allegations of ASB made against her.
The complaint is about the landlord’s response to the resident’s reports about the condition of the property.
The complaint is about the landlord’s response to: Repairs to communal lighting. The payment of service charge for electricity.
REPORT COMPLAINT 202012888 Clarion Housing Association Limited 15 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 about the landlord’s response to: The resident’s reports of damp and mould in her property. The resident’s request for repairs to her windows. The resident’s request for a replacement kitchen.
REPORT COMPLAINT 202010251 Derwent Housing Association Limited 15 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 concerns the landlord's handling of a reference request for the resident’s housing application for a property with another landlord.
The complaint is about the landlord’s handling of the resident’s reports of problems with the heating system in the property.
| 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 |