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 condition of the property at the time of letting, and the landlord’s handling of the subsequent repairs. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to a communal stack pipe leak which leaked into the resident’s property. The associated complaint.
The complaint is about: The landlord’s response to the resident’s requests for information about her tenancy. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about: ASB; a TV aerial; its request for the resident to remove CCTV; its staff’s communication.
The complaint is about the landlord’s response to the resident’s reports of the property being excessively cold.
The complaint concerns the landlord’s: Handling of the resident’s concerns relating to parking arrangements. Handling of the resident’s reporting about the condition that the property was in following a mutual exchange. Handling of the replacement of the resident’s front door. Handling of the lack of a valid electrical installation and …
The complaint is about the landlord’s handling of: A leak from the roof which resulted in damp and mould at the resident’s property. The resident’s request for replacement internal doors and a replacement kitchen and bathroom. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) about his neighbour. The landlord’s handling of counter reports of antisocial behaviour (ASB) about the resident from his neighbour. The landlord’s decision to refer the resident for safeguarding. The landlord’s complaint handling has also been …
The complaint is about: The landlord’s handling of works to replace the resident’s front entrance door. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of: Repairs in the resident’s home following a leak. The associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of noise nuisance from a neighbour below. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.
This complaint is about the landlord’s handling of the resident’s reports of damp and mould within his property and the damage caused to his belongings. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould in the property. Handling of the subsequent temporary decant of the resident. This investigation also considers the landlord’s complaint handling and record keeping.
The complaint is about the landlord’s response to: The resident’s concerns about winter gritting. The related complaint handling.
The complaint is about the landlord’s handling of: Reported anti-social behaviour from the resident’s neighbour. The associated complaint.
The complaint is about the landlord’s response to the resident’s reports of items being disposed of during a deep clean.
The complaint is about the landlord’s handling of the resident’s: Reports of defects and a door repair. Associated formal complaint.
The complaint is about the landlord’s response to the resident’s reports of noise disturbance, and the associated repairs.
The complaint is about the landlord’s response to the resident’s: Reports of a leak from the bathroom and requests for associated repairs. Reports about the conduct of an operative who attended the property. Request for compensation for damage caused. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: record keeping; handling of the resident’s reports of heating issues.
The complaint is about: The landlord’s handling of the resident’s reports of repairs following a sewage leak. The landlord’s handling of the resident’s temporary decant. The landlord’s associated complaint handling.
REPORT COMPLAINT 202321467 Places for People Group Limited 3 June 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. […]
The complaint is about the landlord’s handling of the resident’s reports of leaks from the roof and interior mould. The Ombudsman has also investigated the landlord's complaint handling.
The complaint is about the resident’s request for the landlord to: Remove her garage. Erect some additional fencing at the property. Install a front gate. Repair her damaged driveway.
The resident’s complaint is about: The landlord’s handling of a leak at the resident’s property, including its communication. The landlord’s handling of reports of damp and mould at the property. The Ombudsman will consider the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about the ongoing refurbishment works to the property adjoining the resident’s home.
The complaint is about the landlord’s: Record keeping. Handling of leaks, damp and mould in the property. Decision to change the locks on the property during works. Complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of a leak from the roof at her property. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to: The resident’s reports that the property was unsuitable and needed adaptations. The resident’s request for a discretionary housing allocation. The resident’s reports concerning her mental health. The resident’s complaints.
The complaint is about: The amount of compensation offered by the landlord to replace damaged items. The landlord’s handling of repairs at the property to rectify the damp issue reported by the resident. The landlords decision to place a staff safety alert on the resident’s account. The Ombudsman has also …
The complaint is about the landlord’s handling of the resident’s: Reports of repairs needed to the roof and guttering. Complaint.
The complaint concerns the landlord’s handling of the resident’s reports that the emergency escape route from the property was compromised. The Ombudsman investigated the landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of the resident’s request for reimbursement of flooring and increased heating bills as a result of water penetration. The landlord’s handling of the resident’s reports of water penetration and damp following a leak. The landlord’s handling of the resident’s decant and his request …
The complaint is about the landlord’s handling of the resident’s: concerns about its administration of the service charge accounts; concerns about the standard of services received for which they were charged; concerns about the communication and completion of its action plan, including usage of the guest room; associated complaint.
The complaint is about the landlord’s handling of the resident’s: Request for repairs to the communal front entrance door. Complaint about the repair and maintenance of the communal area of her building. Request that her windows were upgraded. The associated complaint.
The complaint concerns the landlord’s handling of: A leak to the property from the property above the resident. The resident’s reporting of damp and mould.
The complaint is about: The landlord’s handling of Remedial works following a leak. Its handling of asbestos removal at the resident’s property. The Ombudsman will consider the landlord’s complaint handling. The Ombudsman will consider the landlord’s record keeping.
The complaint is about; The landlord’s handling of the resident’s reports of a leak in the property. The associated complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is regarding landlord’s handling of the landlord’s: Handling of a repair request. Communication with the resident. This investigation has also considered the landlord’s handling of the complaint.
The resident’s complaint is about the landlord’s response to his request for a dedicated disabled parking bay.
REPORT COMPLAINT 202304913 One Housing Group Limited 31 May 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 […]
The complaint is about the landlord’s handling of the resident’s concern that her communal electricity charge included the cost of a tumble dryer she had not been able to use. We have also considered the landlord’s complaint handling.
The complaint concerns the landlord’s handling of the resident’s reporting of anti-social behaviour (ASB) from her neighbour. This report has also considered the landlord’s complaints handling.
The complaint is about the landlord's response to various reports of repairs within the property, including damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) by a neighbour. The landlord’s handling of parking issues reported by the resident. The landlord’s complaints handling has also been investigated.
REPORT COMPLAINT 202303657 Origin Housing Limited 31 May 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 […]
The resident’s complaint is about: The landlord’s handling of remedial works following a leak and its response to the resident’s reports of a rodent infestation. The Ombudsman will consider the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to windows in the property. Flooding outside the property. Repairs to the bathroom floor. 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 |