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 administration of the resident’s rent account. The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of the resident’s key return at the end of the tenancy.
The complaint is about the landlord’s decision not to change the resident’s housing transfer band.
The complaint is about the landlord’s response to the resident’s reports about: anti-social behaviour counter allegations
The complaint is about the landlord’s response to the resident’s request for installation of CCTV.
The complaint is about the landlord: providing inaccurate information to the resident about the number of years remaining on the lease; making a decision about which potential buyer to sell the property to; charging the resident an administration charge; charging the resident for the survey for the lease extension.
The complaint is regarding the landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB) by his neighbour.
The complaint is about the landlord’s response to the resident’s reports about: Historic kitchen works and contractor behaviour Missed appointments Loss of hot water and gas Use of Personal Data Current kitchen condition
The complaint is about the landlord’s response to the resident’s reports of noise nuisance and other behaviour by a neighbour.
The complaint is about the landlord’s handling of: repairs to the resident’s windows and doors; complaints about intermittent hot water at the property; the associated formal complaint.
The complaint is about the landlord’s handling of reports of a backflow surge of water into the property and its response to the complaint.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance from a neighbour.
REPORT COMPLAINT 201915731 Cheshire Peaks & Plains Housing Trust 13 November 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide […]
The complaint refers to: The landlord’s administration of the resident’s rent account. The resident’s concerns in relation to a repair needed to her stairs.
The complaint is about the landlord’s response to the resident’s report of an unauthorised person living in the neighbouring property.
The complaint is about the landlord’s response to the resident’s request for information to enable her to complete the sale of her shared-ownership home, including information about the cladding on the building she resides in.
The complaint concerns: the landlord’s decision regarding its liability and responsibility for repairs to the downstairs toilet and the conservatory the landlord’s response to the residents’ complaint about the customer service they received.
The complaint concerns: the landlord’s response to the resident’s dissatisfaction with the refurbishment of his kitchen and bathroom. the landlord’s response to the resident’s reports of a leak coming from his washing machine.
REPORT COMPLAINT 202005342 Westminster City Council 11 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 response to two leaks in the property including the length of time taken by it to resolve these matters. The landlord’s response to the resident’s request for compensation for the damage to his personal belongings, distress and inconvenience. The landlord’s handling of the decant …
The complaint is about the landlord’s: consultation about, and installation of, a mobility scooter storage unit (the store). handling of the associated formal complaint.
The complaint is about how the landlord dealt with arrangements to carry out an annual gas safety inspection at the resident’s property.
The complaint is about the landlord’s response to the resident’s reports regarding repair works to the ‘threshold’ at his patio door and the subsequent amount of compensation it offered.
The complaint is about how the landlord had responded to the resident’s reports of issues with the satellite signal serving his property.
The complaint is about: The resident’s concerns about the landlord’s asbestos removal works’ planning, necessity, and completion without his permission. The landlord’s response to the resident’s request to make good the damage in his toilet room following asbestos removal works.
The complaint is about: the landlord’s response to the resident’s reports of leaks into his property, including the conduct of its staff and damage to the property and his appliances; and the landlord’s handling of the resident’s complaints.
The complaint is about the landlord’s response to a plumbing repair.
The complaint is about the landlord’s decision to remove the resident’s light and fan fitting to resolve issues with the property’s electrical supply.
The complaint is about the landlord’s: refusal to repair a dividing fence at the resident’s property; handling of the associated formal complaint.
The complaint is about the landlord’s handling of the resident’s rehousing application.
The complaint is about the landlord’s:
The complaint is about the landlord’s: Response to Government guidance on cladding in relation to the building the resident owns a property in. Response to the resident’s request to reimburse the costs which she had incurred in attempting to sell the property. Complaint handling.
The complaint is about the landlord’s decision not to allow partition of the rear garden at the property.
REPORT COMPLAINT 202003469 Sandwell Metropolitan Borough Council 9 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 reports of antisocial behaviour.
The complaint is about: the landlord failing to carry out void works prior to the resident moving into the property; the length of time it took the landlord to carry out repairs; the landlord’s communication, including complaint handling and staff conduct.
The complaint is about the landlord increasing the resident’s service charge.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in his bathroom and about the condition of the bath/sink.
The complaint refers to: The Landlord’s handling of a repair to the drain of the Resident’s property. The Landlord’s communication with the Resident. The Landlord’s response to the Resident’s concerns about the storage and removal of his personal data. The Landlord’s complaint handling of these matters.
The complaint concerns the level of compensation offered by the landlord, in response to her request for compensation for the impact of ASB on her health, wellbeing, and life.
REPORT COMPLAINT 202004865 LiveWest Homes Limited 5 February 2021 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman […]
The landlord’s response to the resident’s request for maintenance and cyclical works at the property.
REPORT COMPLAINT 202002309 Peabody Trust 2018 5 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 complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) from a neighbour. The landlord’s response to the resident’s reports about the conduct of its staff.
The resident has complained about the landlord’s response to his reports of issues with the general cleanliness of the bin store and communal hallway, a broken communal door, maintenance of the car park and noise nuisance from the property above. The resident has also complained about the landlord’s complaints handling.
REPORT COMPLAINT 202005614 Vivid Housing Limited 5 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 complaint concerns: The landlord’s handling of the resident’s request for reimbursement of the costs incurred from the use of temporary electrical heaters. The landlord’s response to the resident’s reports of water damage to her tumble dryer.
The complaint is regarding the landlord’s response to the resident’s formal complaint about the conduct of a staff member . The resident also complains about the landlord’s decision not to escalate the complaint.
The resident complains that the landlord failed to handle her complaints in accordance with its complaints procedure in that:
The complaint concerns: The landlord’s decision to replace a double-glazed bedroom window, that it had installed at the resident’s property, with a single-glazed window following planning permission issues with the local authority. The landlord’s communication and complaint handling.
The complaint is about the landlord’s response to the resident’s reports regarding a rodent infestation at her property and the amount of compensation it subsequently offered.
| 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 |