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 concerns the landlord’s: response to the resident’s report of a water leak in the property. handling of the associated complaint. response to the resident’s concerns about rubbish left outside his property.
The complaint is about: The landlord's handling of the resident’s reports of leaks coming from her water tank and leaving her with no hot water. The landlord’s associated complaint handling.
The complaint is about advice given by a council officer to a councillor about the council’s contact restrictions relating to the resident.
The complaint concerns the landlord’s response to the resident’s reports of noise emanating from the water tanks in their building.
The complaint is about the landlord’s response to the resident’s concerns of the misuse of parking facilities in his estate.
The complaint is about the landlord’s response to the resident’s reports about damage to his walls and floors.
The complaint is about the landlord’s response to the residents reports of: Anti-social behaviour (ASB) and drug use at the property. The landlord’s complaint handling.
The complaint is about the landlord’s response to the residents reports of: Mould and damp within the property and the installation of extraction fans. Damage to the resident’s belongings from mould and damp. Its complaints handling. The effects of the mould on the resident’s physical and mental health.
The resident has complained about: The time taken to respond to reports of a beeping fire alarm. Contractors visiting without notice. The standard of cleaning in communal areas, including the inadequate use of Personal Protective Equipment (PPE). The landlord’s response to reports about the communal door being left open. The …
The complaint is about the landlord’s handling of the residents’ reports of an odour coming from their water tank.
The complaint is about the landlord’s response to the resident’s: Request to repair the cladding on the property. Request to repair the fan in the downstairs toilet in order to prevent smells entering the property. Request to install a lever tap and a handrail following an Occupational Therapist’s recommendation. Concerns …
The complaint is about: The landlord’s response to the resident’s reports of ASB. The landlord’s response to the resident’s requests for a copy of her tenancy agreement. The landlord’s handling of the resident’s complaint.
This complaint is about: The landlord’s response to the resident’s reports of water ingress in her lounge in 2018. The landlord’s refusal to consider the resident’s complaint of 4 April 2020 about the level of compensation it had offered in response to her complaint about the water ingress in her …
The complaint is about the landlord’s: Response to reports of repairs in the property including leaks in the bathroom and mould in the bedroom. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns regarding defects which she had reported in respect of the property. Response to the resident’s concerns regarding high energy costs. Response to the resident’s concerns regarding staff conduct. Complaint handling.
The complaint is regarding: The landlord’s handling of repairs to the resident’s underfloor heating system and its subsequent offer of compensation. The landlord’s decision to offset some of the compensation awarded to the resident against her rent arrears. The landlord’s complaint handling.
This complaint is about the landlord’s handling of arrears on the resident’s rent account and the support offered in respect of the resident’s mental health concerns. The resident’s concerns were dealt with over six separate complaints: The landlord’s handling of the resident’s Section 21 notice in August 2019 and the …
The Complaint is about the landlord’s response to residents’ reports about: Repairs to the kitchen at the property including cupboards, mixer tap and linoleum flooring. Repairs to the electric cooker. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of problems with his boiler. The complaint is about the landlord’s complaint-handling.
The complaint is about the landlord’s handling of the resident’s report of anti-social behaviour (ASB) in relation to an incident on 27 June 2020.
The complaint is about: The contents of a warning letter sent to the resident in March 2019. The landlord’s response to the resident’s reports of noise nuisance. The landlord’s complaint-handling.
The complaint is about: The landlord’s response to the resident’s reports of ASB. The landlord’s response to the resident’s reports of repairs required to a fence. The landlord’s response to the resident’s reports of an uninhabited neighbouring building and its condition. The landlord’s response to the resident’s requests for fire …
The complaint is about: The landlord’s handling of report of a sewage leak and concerns about drainage in the property. The landlord’s decision to enact its safeguarding policy and contact the emergency services. The landlord’s handling of a fraud investigation by the local authority.
The complaint is about the landlord’s response to the resident’s enquiries about the use and allocation of the sheds on his estate.
REPORT COMPLAINT 202101926 Royal Borough of Kensington and Chelsea June 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 refers to: The landlord’s handling of a reported leak into the resident’s property. The level of compensation offered by the landlord following the leak.
The complaint concerns the landlord’s: Handling of repairs following a leak from a radiator. Decision not to replace the living room flooring damaged by the leak. Insurance provider declining the resident’s request for compensation for damage to her possessions caused by the leak.
The complaint is about the landlord’s response to the resident’s reports of damage to her car window.
The complaint refers to: The landlord’s handling of the resident’s reports of antisocial behaviour and noise nuisance.
The complaint is about the landlord’s handling of reports of a leak in the bathroom at the property.
The complaint concerns: The landlord’s handling of outstanding defects at the property. Breaches of data protection regulations by the landlord. The condition of the wiring in the property.
This complaint is about the managing agent’s response to the resident’s request that his Thames Water, Watersure Plus, discount be backdated to 2015.
The resident has complained about the following issues: That service charges for maintaining and operating a door entry system are too high. That the landlord cannot, or should not, recharge her for the full cost of this item.
The complaint is about the landlord’s handling of a leak at the resident’s property.
The complaint is about the landlord’s decision to withhold a Responsible Tenant Award
The complaint is about the landlord’s response to the residents’ reports that a neighbour installed a gate that restricted access to the communal path serving their property.
The resident has complained about the time taken to investigate and resolve their reports of inadequate water pressure in their home.
The complaint is about: The managing agent’s response to the resident’s reports of defects in the property including issues with the property’s heating system and Heat Interface Units. The managing agent’s response to the resident’s reports of a defect to the windows in the property.
The complaint is about the landlord’s response to the resident’s reports of mould in her property.
The complaint is about: The landlord’s refusal to consider the resident’s complaint raised on 27 May 2020 regarding the conduct of a member of staff who handled his previous complaint. The landlord’s rejection of the resident’s 21 July 2020 complaint on the basis that it was vexatious.
This complaint is about the landlord’s response to the resident’s concerns about the repair of a bedroom ceiling that contained asbestos.
The complaint is about the landlord’s response to the resident’s: Reports of anti-social behaviour (ASB). Request for soundproofing in the property. Complaint handling.
The complaint is about charges in respect of major works, specifically, the landlord’s ability to recover these costs having not set up a sinking fund for such purposes.
The complaint is about the landlord’s handling of and responses to the resident’s: Reports of anti-social behaviour (ASB). Request that it repairs a blocked and overflowing drain. Reports concerning the cleaning of communal areas. Complaint handling.
The resident has complained about: The time taken by the landlord to process their mutual exchange application. The way their reports of anti-social behaviour were used in terms of the mutual exchange application.
The complaint is about the landlord’s: Decision to relocate the communal bins for the building to directly outside the resident’s property. Associated complaint handling.
The complaint concerns: The landlord’s handling of repairs to the bathroom. The level of compensation offered by the landlord in respect of this issue. The conduct of the landlord’s contractors when carrying out the repairs.
The leaseholder has complained about: the landlord’s handling of major works related to the roof, the flooring in the communal area, and the proposed re-surfacing of the car park; and the costs of these works and its impact on the service charge; the landlord’s handling of his request for audited …
The complaint is about the landlord’s: Application of the single person discount in respect to the resident’s water bill. Handling of repairs to the resident’s windows. Handling of the resident’s reports of damp and mould in his property.
The complaint concerns the landlord’s handling of the resident’s reports of antisocial behaviour by his neighbour’s visitor.
| 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 |