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 landlords handling of: The residents reports of a leak into her property The decant process The residents complaint about the ongoing leak in her property. The residents request for compensation for damaged personal items.
The complaint is about the landlord’s: Response to the resident’s reports that her garden was overgrown and request for a replacement fence. Handling of the resident’s Deposit Builder Scheme application. Handling of works within the property – specifically the removal of polystyrene ceiling tiles and a rewire. Response to the …
This is about the landlord’s handling of: Antisocial behaviour reports. The resident’s reports of disrepair to their property, including cracks, damp and mould.
The complaint is about the landlord’s: Handling of repairs at the property and associated offer of compensation. Response to the resident’s reports that a tree was lifting her garden path, that a window unit had been replaced with the wrong glass and that a kitchen drawer was broken. The Ombudsman …
The complaint is about the landlord’s response to the resident’s reports of fire safety concerns with her property.
The complaint is about the landlord’s handling of the resident’s: housing application; concerns about discrimination and less favourable treatment in applying its voids policy; request for reasonable adjustments to the voids policy; and the associated complaint.
The complaint is about: the landlord’s response to reports of noise transference from a neighbouring property. the landlord’s complaint handling and the level of compensation offered. an asbestos repair in the communal area.
The complaint is about the landlord’s response to: the resident’s reports of damp and mould at the property; the resident’s reports about the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports of discrimination. Communication about an issue with the energy meter. Handling of the complaint.
The complaint is about: The landlord’s handling of a water leak in the resident’s bathroom. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s request for compensation, following a complaint about an area of land at the rear of the resident’s garden.
This complaint is about the landlord’s handling of the resident’s reports of repairs at the property. The associated complaint.
The complaint is about the landlord’s response to address the resident’s reports of: Interference with the water supply into the property. Anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling as part of the assessment.
The complaint is about the landlord’s response to the resident’s: Reports of a broken shower. Reports of damp and mould.
The complaint is about the landlord’s handling of the resident’s noise reports.
Review Letter comp REPORT COMPLAINT 202202360 Notting Hill Genesis 24 August 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The landlord’s handling of the resident’s complaint about the conduct of a member of staff. The Ombudsman has also looked at the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: Reports of an ongoing leak from the roof and the associated repairs. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to cupboards in the resident’s bedroom and hallway. A request for minor adaptations to the resident’s kitchen by an occupational therapist. The associated complaint.
The complaint is about the information provided by the landlord at the start of the tenancy with respect to the service charges. The landlord’s complaints handling has also been investigated.
The complaint is about the landlord’s handling of: Repairs following the resident’s reports of damp in her bathroom. The removal of fly-tipped waste left in the resident’s garden. The resident’s reports of pests within the property and the level of compensation offered.
The complaint is about the landlord’s handling of the staircasing process.
The complaint is about: the landlord's response to the resident’s request for it to remove the asbestos from his meter cupboard. the landlord’s response to the resident’s request for it to install an electric isolation switch in his property.
The complaint is about the landlord’s handling of: The resident’s reports of a pest infestation. The associated complaint.
The complaint is about the landlord’s handling of the repairs to the resident’s bathroom. The Ombudsman has also assessed the landlord’s complaint handling.
This complaint is about the landlord’s: Handling of repair work to the resident’s heating system; and Communication and handling of the complaint.
The complaint concerns: The landlord’s decision not to replace the bathroom and the kitchen in the resident’s property. The associated formal complaint into this matter.
The complaint is about: The landlord’s response to the resident’s concerns about communal cleaning. The landlord’s response to the resident’s reports about anti-social behaviour from a neighbour. The landlord’s response to the resident’s request for a new Housing Officer. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of poor communication. Request to move property. Reports of poor staff conduct and alleged discrimination.
The complaint is about: The landlord’s response to the resident’s reports of repairs and its failure to address them. Complaint handling.
The complaint is about the landlord’s: Handling of recharges for the property. Its response to the resident’s request for copies of documents relating to the property.
The complaint is about the landlord’s handling of the resident’s: reports of multiple repairs to her property; associated complaint.
The complaint is about a letter sent by the landlord to the resident on 21 March 2022 concerning arears on the resident’s rent account.
The complaint concerns: The landlord’s communication regarding the completion of outstanding remedial work following its replacement of the resident’s bathroom. The landlord’s handling of repairs to an extractor fan.
The complaint is about: The landlord’s response to the resident’s report of a defective ventilation system. The landlord’s handling of the associated complaint.
The complaint concerns the level of compensation offered by the landlord following repairs and maintenance to the car park streetlighting.
The complaint is about: The landlord’s response to the resident’s concerns that communal facilities were connected to his electricity supply. The landlord’s handling of repairs needed in the property, including works to address damp, mould, water ingress and structural issues.
The complaint is about the landlord’s handling of: Repairs to the resident’s bath mixer tap. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of a faulty intercom system and concerns about the procedure for visitor’s access to his property The landlord's complaint handling
The complaint is about the landlord’s handling of the outstanding repairs to the resident’s bathroom.
The complaint is about the landlord’s handling of the resident’s request for the landlord to financially support the installation of a driveway.
The complaint is about the landlord’s handling of repairs to the resident’s property.
The complaint is about: The landlord's response to the resident’s representations about changes of ownership/changes in its company structure prior to purchase. The landlord's handling of the resident’s reports of defects to his property. The landlord’s handling of the resident’s complaint.
This complaint is about: The landlord’s handling of the transfer of the tenancy to the resident’s ex-partner. How the landlord handled the resident’s complaint.
The complaint is about: The landlord’s handling of repairs to the resident’s boiler. The level of compensation awarded as redress to the complaint.
The complaint is about: The landlord’s response to the resident’s reports of rodent infestation at her property. The landlord’s handling of the resident’s request to be rehoused due to the infestation.
The complaint is about: The landlord’s handling of a leak affecting the property. The landlord’s handling of works to make good damage caused by the leak. The landlord’s handling of the complaint.
The resident’s complaint is about: The landlord’s response to the resident’s queries about whether the rear garden is a communal space and who is responsible for its maintenance. The landlord’s response to the resident’s queries about the horticulture payment. The level of customer service provided. The landlord’s complaints handling.
The complaint is about the landlord's response to the resident’s queries about her service charge. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour; complaint handling.
| 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 |