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: Issues with the cleaning of the communal bin store. Issues with the floor insulation at the resident’s property. Issues with the cold-water supply to the resident’s property. This Service has considered the associated complaint handling.
The complaint is about: the impact of damp and mould issues on the resident’s family’s health. the landlord’s handling of the resident’s reports of damp and mould and flooding to the rear garden. We have also considered the landlord’s: complaint handling. record keeping.
This complaint is about the landlord’s handling of: Reports of damp and mould in the resident’s property. The associated complaint.
The complaint was about: The landlords handling of sewage smells from the residents shower-room. The landlords handling of other repairs needed to the resident’s property. The landlords handling of the residents complaint and level of compensation offered.
The complaint is about: The landlord’s response to the resident’s reports of damp and mould. The landlord’s response to the resident’s reports of repairs to the front door. The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s response to the resident’s reports of a blocked toilet …
The complaint is about the landlord’s handling of: A mutual exchange and concerns regarding the condition of the property. The associated complaint.
The complaint is about: The landlord's response to the resident’s reports of repairs and request for compensation. The landlord's response to the resident’s request for adaptations and to make reasonable adjustments. The landlord’s response to the resident’s reports of discrimination and concerns about the conduct of staff. The landlord's response …
The complaint is about the landlord’s handling of: The resident’s reports of a rat infestation in the property. The resident’s concerns about scaffolding erected around the property. The associated complaint.
The complaint is regarding the landlord’s handling of: Repairs at the property following the resident’s reports of leaks and drainage issues. The resident’s concerns regarding staff conduct. This investigation has also considered the landlord’s handling of the complaint.
This complaint is about the landlord’s handling of reports of issues with the communal bin store and pests in the resident’s property.
The complaint is about the landlord’s handling of the resident’s requests for: a kitchen replacement. insulation to the property. repairs to the driveway. the resident’s complaint.
The complaint is about the landlord’s handling of: a repair to the resident’s boiler. the resident’s complaint.
The resident’s complaint is about: The landlord's response to reports about the condition of the property and requests for repairs. The landlord’s complaint handling.
The complaint is about: The landlord acting in a way that breached general data protection regulation (GDPR). The landlord’s handling of the resident’s request to change the anti-social behaviour (ASB) officer. The landlord’s handling of requests for reasonable adjustments. The landlord providing a notice of seeking possession. The landlord’s handling …
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB) and hate crime. The resident’s concerns about reasonable adjustments. The associated complaints.
The complaint is about the: Landlord’s handling of various repairs to the property, including damp and mould. Level of the rent increase.
The complaint is about the landlord’s handling of the resident’s reports of electrical faults at her property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The removal of Japanese knotweed at the property. The resident’s complaint.
The complaint concerns the landlord's handling of: Reports of damp and mould. The related complaint.
The complaint is about the landlord's handling of repairs and improvements to the resident’s property.
The complaint is about the landlord’s handling of the resident’s reports of: Damp in the communal area and her kitchen. Noise transference. The Ombudsman has also considered the landlord’s: Complaint handling. Knowledge and information management.
This complaint is about: The landlord’s handling of reports of damp and mould in the property. The landlord’s handling of repairs in the property. This investigation has also considered the landlord’s handling of the associated complaints.
The complaint is about the landlords handling of the resident’s reports of: noise coming from the soil stack. repairs required to his balcony windows and doors. other defects within his property. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s reports of a leak into, and the subsequent damage to, his property.
The complaint is about the landlord’s: response to the resident’s reports about repair issues at her property, including; gas; electrical wiring; asbestos; complaints handling.
The complaint is about the landlord’s handling of: The resident’s reports of repairs required in the property’s kitchen. The resident’s reports of a rodent infestation. The associated formal complaint.
The complaint is about the landlord’s handling of: Reports of draughts from the bedroom windows. The complaint.
The complaint is about the landlord’s handling of: the resident’s reports of noise and noise transference. the associated complaints.
The resident’s complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also investigated the landlord’s keeping.
The complaint is about the landlord’s response to: The resident’s concerns about the condition of the windows. The resident’s concerns about the condition of the garden. The Ombudsman has also investigated the landlord’s handling of the associated complaints.
The complaint is about: the landlord's handling of the resident's reports of damp, mould and water ingress including the remedial works required, and response to queries. the landlord’s complaint handling including its offer of compensation.
The complaint is about the landlord’s handling of the resident’s concerns regarding: Staff conduct. Emergency repairs and the process to report emergencies. The associated complaint.
The complaint is about the landlord’s decision to calculate the premium for extending the lease using a property valuation it had obtained rather than one the resident had arranged.
The complaint is about the landlord’s handling of reports of damp and mould and the associated repairs.
The complaint is about: The landlord’s handling of repairs to the garage door. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak from the roof resulting in damp and mould in the property. Associated formal complaint.
The complaint is about the landlord’s handling of: Reports of outstanding repairs. A concern raised about staff conduct. The related complaint.
The resident’s complaint is about how the landlord has handled its offer of independent mediation. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s response to the resident’s reports of damp and mould. The Ombudsman also considered the landlord’s complaint handling.
The complaint is about: The landlord's decision that the resident cannot store her electric wheelchair (the wheelchair) in the communal corridor due to fire safety concerns. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of carbon monoxide in the property. The associated complaint.
The complaint is about the landlord's handling of reports of damp and mould.
The complaint is about the landlord’s response to: The resident’s report that the contractor did not give him adequate notice of the additional work needed to his property or the impact of the work. The resident’s report that the contractor damaged his property and possessions.
REPORT COMPLAINT 202337969 The Riverside Group Limited 29 July 2024 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 works to the property, following a road traffic incident, including: the resident’s decant from the property. internal and external repairs. the resident’s complaints about the conduct of the landlord’s operatives. the resident’s requests for further information. the landlord’s handling of the associated …
The resident has complained about the landlord’s handling of reports of anti-social behaviour (ASB) from a neighbouring property, in particular noise from a dog.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The complaint is about: The landlord’s handling of the resident’s reports of repairs. The landlord’s handling of the resident’s reports of damp and mould.
The complaint is about the landlord’s: Response to the resident’s request for compensation for her flooring. Handling of repairs for damp and mould in the resident’s property. Handling of pest control work. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to various repairs within the property and the resident’s request for compensation for damaged belongings.
| 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 |