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 repairs required at the property; in particular, delay to inspection/repair of an airbrick in the bedroom and associated damp and mould inspection and treatment.
REPORT COMPLAINT 201914551 Hexagon Housing Association Limited 22 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
REPORT COMPLAINT 202003390 Lambeth Council 20 January 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 lack of rent abatement for the period that the resident was temporarily decanted from her home.
The complaint is about:
The complaint is about the landlord's handling of the resident’s reports concerning: noise related ASB issues with the neighbours. the handling of her request to be transferred to another property.
The complaint is about:
REPORT COMPLAINT 201915048 Saxon Weald 20 January 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 is about the increase to the service charge for major works following a section 20 consultation process.
REPORT COMPLAINT 202001558 Connexus Housing Limited 19 January 2021 Our approach Under our early resolution process, the Ombudsman works with the resident and landlord to explore the […]
The complaint is about the landlord’s decision not to replace the resident’s carpet.
The complaint concerns how the landlord responded to the resident’s repair report for a communal light.
This complaint is about the landlord’s handling of the resident’s concerns about the information he was given about the Right to Acquire (RTA) the property when he accepted the tenancy.
REPORT COMPLAINT 201913423 One Vision Housing Limited 19 January 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 relates to the landlords handling of a heating dis-repair issue.
The complaint is about the landlord’s: response to the resident’s request for repair works to the toilet at his property; response to the resident’s request for an electric heater to be installed in the bathroom at his property; response to the resident’s reports about poor mobile telephone signal at his …
The complaint refers to: The Landlord’s decision not to allow the Resident’s daughter to succeed the tenancy. The Landlord’s handling of the Resident’s reports that her husband had been given Incorrect information in 2016 regarding the assignment of the tenancy.
REPORT COMPLAINT 201915284 Haringey Council 18 January 2021 Our approach 1. 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 anti-social behaviour including its communication with the resident.
The complaint refers to: The Landlord’s handling of the Resident’s concerns about the management of the car park at her property. The Landlord’s complaint handling of this matter.
REPORT COMPLAINT 201806741 Metropolitan Housing Trust Limited 18 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
REPORT COMPLAINT 202002469 Notting Hill Genesis 21 April 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 […]
REPORT COMPLAINT 201913343 Octavia Housing 14 April 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 […]
The complaint is about: The landlord’s response to the resident’s reports of damage caused to the property following a leak. The landlord’s communication in relation to a cancelled appointment following the leak. The landlord’s complaint handling of these matters.
The resident complained about the landlord’s response to his: reports of a gas leak at the property on 8 February 2019. report of a gas leak on 20 February 2019. reports of its handling of the repair and replacement of windows at the property. complaint about the unsuitability and duration …
The complaint is about: The landlord’s handling of internal repairs to the property, including delays in completing repairs, poor communication with its contractor about the works required and the extent of the works the landlord is prepared to undertake; and The landlord’s communication with the resident in relation to the …
The resident complains about the level of service charge charged in relation to his property and the reasonableness of the charge.
The complaint concerns: the landlord’s response to reports of water ingress and a lack of electricity supply to the garage; the level of service provided by an operative who attended after hours to investigate the issue.
REPORT COMPLAINT 201810771 Clarion Housing Association Limited 12 January 2021 Our approach 1. The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all […]
This complaint is about the landlord’s response to the resident’s concerns about the increase in his service charges, in particular, relating to the charges for the repair costs incurred following a fire within the block.
The complaint is about the landlord’s: Response to Government guidance on fire safety and cladding in relation to the building which the resident owns a property in. Request for the resident to pay its legal fees in relation to her application to sub-let the property. Complaint handling.
This complaint is about the landlord’s response to the resident’s reports of mould in her property.
The complaint is about the landlord’s response to: repairs at the property; cigarette smoke entering the property.
The complaints are about: How the landlord responded to concerns raised about the attitude of its staff. The landlord’s decision not to treat the resident’s request to astro turf the rear garden as an aid and adaptation under its policy; and the landlord’s decision not to reimburse the resident the …
The complaint is about the time taken by the landlord to activate the gas supply in the resident’s property at the beginning of the tenancy.
The complaint refers to: The landlord’s handling of your transfer from your previous property. Information provided by the landlord at the beginning of your tenancy. The landlord’s complaint handling of these matters. The landlord’s offer of compensation for errors it identified in its complaint handling.
REPORT COMPLAINT 202003763 One Housing Group 14 January 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 a leak at the property and its subsequent compensation offer.
The resident has complained about the administration of his rent account, specifically the handling of a housing benefit payment and the resulting rent arrears.
The complaint is about: the landlord’s handling of roof repairs. The complaint is also about the landlord’s complaints handling.
The complaint is about: the landlord’s handling of the resident’s reports of repairs needed to the rear door, kitchen, window sealant and fences of her property the landlord’s response to the resident’s complaint about the conduct of a staff member
REPORT COMPLAINT 202007170 Southwark Council 13 January 2021 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman […]
This complaint is about the landlord’s response to the resident’s request for an extension to her lease.
The complaint is about the landlord’s response to information provided by the resident about her right to buy request.
The complaint concerns the resident’s eviction from their former property due to rent arrears, which they state arose due to errors in the administration of their claims for housing benefits, discretionary housing payments and universal credit.
The complaint is about the landlord’s response to the resident’s reports about the condition of the shared garden.
The complaint refers to:
The complaint refers to the Landlord’s handling of the Resident’s reports of antisocial behaviour (ASB), drug use and drug distribution by his neighbour.
The complaint is about the landlord’s handling of the resident’s reports of a leak in the bathroom causing mould, damp, and damage to the flooring.
REPORT COMPLAINT 202006808 One Housing Group 11 January 2021 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman […]
| 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 |