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 the resident’s reports of damp and mould within the resident’s property, including associated repair work. The Ombudsman has considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: response to the resident’s report that she had been burgled, and the level of support it offered. handling of repairs to the resident’s front door and communal rear door following the burglary . The Ombudsman has also assessed the landlord’s record keeping.
The complaint is about the landlord’s handling of:
The complaint is about the landlord’s handling of the resident’s reports regarding: Ongoing water ingress. The conduct of its contractors.
The complaint is about the landlord’s handling of reports of anti-social behaviour (ASB).
The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB) by her neighbours. Handling of the associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of a blocked communal drain pipe which caused damage to her property. The resident’s request for a drain maintenance plan. The resident’s concerns about what repairs had been funded from the association’s sinking/reserve fund. The landlord’s complaint handling.
The complaint is about: The landlords handling of the reports of damp and mould in the residents property and the quality of the landlords repairs. This service has also considered the landlords handling of the residents complaint.
The complaint is about the landlord’s handling of the resident’s request to replaster the full hallway and stairs, due to asbestos concerns.
REPORT COMPLAINT 202226422 Havering Council 29 April 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 is set […]
The complaint is about: The landlord’s handling of leaks and the damage caused by those leaks.
The resident’s complaint is about:
The complaint is about the landlord’s handling of: Reports of damp and mould at the resident’s property and her damaged belongings. A leak at the resident’s property.
The complaint is about: The landlord's handling of the resident's reports of noise nuisance from a neighbour. The Ombudsman has also considered the landlord’s complaint handling as part of this investigation.
The complaint is about the landlord handling of the resident’s complaint concerning her kitchen renewal.
The complaint is about the landlord’s handling of a loss of hot water in the resident’s property and associated compensation. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Its contractors damaging the resident’s possessions during repairs. The formal complaint.
The complaint is about the landlord’s handling of the response to the resident’s concerns about staff conduct during a house visit. This Service has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Concerns about the communal heating charges. Associated formal complaint.
This complaint is about the landlord's: Response to reports of tree roots causing damage to the resident's front path. Handling of the associated complaint.
The complaint is about; The landlord’s response to the resident’s concerns about staff conduct. The landlord’s response to the resident’s request for replacement kitchen flooring. The landlord’s response to the resident’s reports that contractors had damaged her carpet.
The complaint is about the landlord’s handling of the resident’s reports of noise and her request to be reimbursed for a fridge-freezer.
The complaint is about the landlord’s handling of: Damp and mould. Repairs at the property.
This complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Complaint handling. The Ombudsman also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs to the communal areas. Concern about the amount of service charge levied for communal services. Request for compensation for a historic repair, and the associated complaint. Concern about the time taken to complete major works at the …
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from a neighbour.
This complaint is about the landlord’s handling of the resident’s request to be rehoused.
The complaint is about the landlord’s: Handling of repairs to the property. Response to reports of damage to personal property.
The complaint is about the landlord’s handling of: The repairs to the windows in the property. The reports of damp and mould at the property. The complaint, including the level of compensation offered.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour.
The complaint is about the landlord’s decision to accept a notice to quit the joint tenancy and re-grant sole tenancy to the resident’s wife. We have also considered the landlord’s: record keeping. complaint handling.
The complaint is about the landlord’s handling of the resident’s request for adaptations to the property. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of: A leak and associated damage. Maintenance of lifts within the building. The Ombudsman has also considered the complaint handling of the case.
The complaint is about the landlord’s: Handling of a leak from the resident’s boiler. Response to the resident’s report of no hot water and heating in her property.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from his neighbour. This report also considers the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs to the windows. Formal complaint.
The complaint is about the landlord’s handling of: Reports of leaks, and damp and mould in the property. The complaint, including the level of compensation offered.
The complaint is about the landlord’s response to the resident’s reports of a leak and the resulting damp and mould in the communal area. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord's response to the resident's: Reports of water ingress from the roof; Complaint. The Ombudsman has also assessed the landlord’s record keeping.
The complaint is about the landlord’s handling of: The resident’s reports of repairs. The complaint and level of compensation offered.
The complaint is about: The landlord’s response to the resident’s reports of maggots in the property, including the associated electrical work and request to be moved. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) by her neighbour. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The refurbishment of the kitchen and bathroom. The resident’s reports of various repairs, including the rear garden fencing, decking and a roof leak. The resident’s concerns about the conduct of the landlord’s contractors. The associated complaints.
The resident’s complaint is about the landlord’s: Handling of requests for repairs to a leaking sink in the resident’s bathroom. Handling of the associated complaint.
The complaint is regarding the landlord’s response to the resident’s repair reports regarding damp and mould. This investigation has also considered the landlord’s handling of the complaint.
The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour (ASB) and noise nuisance. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s: handling of the resident’s request for a bathroom adaptation, including its requirement for her to sign paperwork in relation to funding of the adaptation; response to the resident’s reports of holes in the bathroom following an asbestos survey.
The complaint is about: The landlord’s handling of the resident’s reports of flooding from his shower and its response to his request for compensation. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of reports of a blocked sink and the resulting damage.
The complaint is about the landlord’s handling of the resident’s: Reports of leaking windows, leading to damp and mould. Reports of a repair to the handrail on the fire escape. Associated formal 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 |