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 the resident’s: Reports of issues with the communal aerial. Concerns about the administration of her service charge account. Concerns that it had offset a compensation payment against arrears. Reports about the lift breaking down. Concerns about the impact of the lift breaking …
The complaint is about: The landlord’s response to the resident’s request for the wording in a fire risk assessment to be changed. The landlord’s response to the resident’s concerns about a data breach. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: Reports that the property is cold and draughty and its handling of repairs to rectify the problem. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour, including noise nuisance.
The complaint is about the landlord’s handling of the reinstatement of the resident’s flat number sign to its original location, and the level of compensation offered for this.
The resident’s complaint is about the landlord's handling of disability adaptations to the resident’s property.
The complaint is about: The landlord’s response to the loss of heating in the property. The landlord’s response to the resident’s reports of noise from the heating pipework. The landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of a humming or buzzing noise at the property. the associated complaint handling.
The complaint is about the landlord’s handling of: Reports of a rat infestation in the property. The associated complaint.
The complaint is the landlord’s handling of: The resident’s reports of noise nuisance within the property. The associated complaint.
The complaint is about the level of compensation awarded for acknowledged service failures in the landlord’s response to reports of problems with drainage at the property.
The complaint is about the landlord’s handling of the resident’s reports of drainage issues at the property, including the length of time taken to resolve these. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to and handling of a leak into the resident’s property. Handling of the resident’s request for a property transfer. Response to the resident’s reports of damaged and stolen items. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling in respect to fire safety, including delays in identified works to replace the front doors at the resident’s block.
The complaint is about the landlord’s handling of allegations which it said led it to decide not to carry out redecoration at the resident’s property.
The complaint is about the landlord’s handling of the resident’s formal complaint about service charge administration.
The complaint is about the landlord’s response to: the resident’s report of a bedbug infestation; repair requests made by the resident. The Ombudsman has also considered the landlord’s complaint handling as part of this assessment.
The complaint is about the landlord’s handling of repairs to the resident’s property.
The complaint is about the landlord’s handling of the resident’s concerns about an external management fee that forms part of the annual service charge costs.
The resident’s complaint is about the landlord's handling of her reports of Anti Social Behaviour (“ASB”) by a neighbour.
The complaint is about the handling of repairs to the property following a leak, the condition of the property when handed back to the resident and the level of compensation offered by the landlord.
The complaint is about the landlord's handling of the resident’s reports of antisocial behaviour (ASB) from a neighbour from August 2021 to May 2022.
The complaint is about the landlord’s: Handling of the resident’s concerns about the condition of her kitchen. Complaint handling.
The complaint is about: The landlord’s maintenance of communal grounds; The landlord’s handling of reports of poor staff conduct toward the resident.
The complaint is about the landlord’s handling of the resident’s reports of mould in his property.
The complaint is about the landlord’s handling of: The installation of a new water tank serving the resident’s property. The removal of the polystyrene tiles from the living room ceiling. The associated complaint.
The complaint is about the landlord’s: response to reports of sink back surges into his property; handling of the associated repairs; handling of the resident’s concerns about his property being left unsecured, and; handling of the overall complaint.
REPORT COMPLAINT 202203097 Islington Council 27 March 2023 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 adaptation works carried out to the resident’s bathroom. Response to the resident’s concerns about the toilet flush and size of the wash basin. Response to the resident’s reports of poor staff conduct. Complaint handling.
The complaint is about the landlord's handling of the resident’s reports of broken glass in her garden.
The complaint relates to the landlord’s handling of a request for disclosure of CCTV footage. This Service has also considered any associated complaint handling.
The complaint is about the landlord’s handling of: A flood in the communal car park serving the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of outstanding repairs to his kitchen door in light of his disability.
The complaint is about: The landlord’s response to the resident’s request to reinstate the driveway at the property. The landlord’s response to the resident’s report of a dispute about the boundary line between the resident’s property and a neighbour’s property.
The complaint is about the delays in the resident’s move to a new property owned by the landlord.
The complaint is about the landlord’s handling of repairs to the building following the resident’s reports of blocked guttering and water leaking into his property.
The complaint is about the landlord’s handling of asbestos in the resident’s property, including: The information provided at tenancy sign up; and The removal of asbestos from the property.
The complaint is about the landlord’s response to the resident’s reports of leaks to his property. The Ombudsman has also investigated the landlord’s handling of the associated formal complaint.
The complaint is about:
The complaint is about the landlord’s: Handling of the resident’s reports of defects and repairs. Handling of her requests for adaptations. Complaint handling. Record keeping.
The complaint is about the landlord’s handling of: the resident’s reports concerning repair issues related to damp and mould including the condition of the property. the refurbishment of the kitchen. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response in relation to the resident’s concerns about: a missed appointment; information regarding a kitchen replacement.
The complaint is about the landlord’s handling of the resident’s reports of vibration and humming in her home.
The complaint is about the landlord's handling of remedial works following a wet room leak.
The complaint is about the landlord’s response to the resident’s complaint about pests, damp, subsidence and noise in her former property.
The complaint is about: The landlord’s handling of the resident’s concerns about structural issues and cracking within her home. The landlord’s handling of an external door replacement. The landlord’s handling of damp. The request for rehousing. The landlord’s handling of the complaint.
The complaint is about the landlord’s response to the resident’s concerns about the condition of the property when she moved in, and the landlord’s handling of the subsequent repairs.
The complaint is about the landlord’s handling of: The resident’s request for a copy of the final service charge account bill including complete list of works, for major works completed in 2018/2019 on his property. The associated complaint.
This complaint is about the landlord’s: Handling of repairs required to the bathroom floor of the property. Handling of the resident’s associated formal complaint. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould in the property. Handling of repairs to a toilet leak in the property. Handling of the resident’s complaint.
| 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 |