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.
REPORT COMPLAINT 202106370 Welwyn Hatfield Borough Council 30 November 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 […]
The complaint is about the landlord’s handling of antisocial behaviour (ASB) at the resident’s former property.
The complaint is about the landlord moving the resident from her previous property and its response to concerns that the new property was unsuitable.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The complaint is about the landlord’s response to the resident’s reports of various ASB-related issues involving his neighbours.
The complaint concerns: The landlord's handling of the resident’s reports of antisocial behaviour from a neighbour. The landlord’s complaint handling.
NOTE: AMENDED INVESTIGATION REPORT Case Ref: 202016889 Created by Gillian Lowdon on 15/12/2021 10:45:24 Title: NOTE: AMENDED INVESTIGATION REPORT Category: Case Notes Activity Date: 15/12/2021 Body:
The complaint is about:
The complaint refers to: The landlord’s handling of the repairs needed to the resident’s front and back doors, windows and cupboard door in her bedroom. The resident’s concerns about repairs needed to her kitchen and plastering . The landlord’s handling of the associated complaint.
The complaint is about: The condition of the property when it was let. The landlord’s response to concerns about outstanding repairs at the property.
The complaint refers to: The landlord’s response to the resident’s reports of a leak at the property. The landlord’s handling of the associated complaint.
The complaint is about the level of compensation offered by the landlord regarding acknowledged service failures relating to communal fence repairs. The landlord’s complaints handling has also been investigated.
The complaint is about the landlord’s response to the resident’s concerns regarding: contractors attending during the COVID-19 pandemic. the level of contact from its contractors. Her personal information being shared.
The complaint is about the: level of grounds maintenance service charges. landlord’s response to the resident’s concerns about the standard of the grounds maintenance.
The complaint is about the landlord’s handling of the resident’s concerns regarding her front and back door.
The complaint concerns: How the landlord handled the resident’s reports of antisocial behaviour (ASB). The information given to the resident relating to rent arears in relation to her request for rehousing. The landlord’s allocation of the resident’s banding for rehousing.
The complaint concerns how the landlord handled the resident’s reports of antisocial behaviour (ASB).
The complaint is about the landlord’s handling of the resident’s concerns regarding his ceiling and report of a water leak.
The complaint is about: The landlord’s response to the resident’s concerns about defects in her property. The landlord’s complaint handling.
The complaint is about the landlord's response to the residents’ reports of delays in the staircasing process.
This complaint is about the landlord’s handling of: the resident’s reports of mould in the property; the resident’s reports of anti-social behaviour (ASB); the resident’s request for a property transfer; a notice to quit it issued to the resident.
The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB).
The complaint is about the landlord’s: Response to the resident’s concerns about the removal of the communal fire alarm at the property. Response to the resident’s reports of repairs required at the property following the installation of the communal fire alarm. Decision to include charges for the maintenance of the …
This complaint is about: a. the landlord’s response to the resident’s reports of noise nuisance; b. the landlord’s complaint handling.
The complaint is about: The conduct of a member of the landlord’s staff during a phone call on 24 August 2020. The landlord’s communication with the resident about her reports of issues with her neighbours.
The complaint was about: The landlord‘s response to the resident’s report of rodent infestation, including the level of compensation offered to the resident. The landlord’s complaint handling, including delays in responses.
The complaint is about: The comments made by the landlord’s staff, about the resident, to the occupiers of the property next door.
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour consisting of neighbours leaving rubbish and personal items in communal areas. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from a neighbour.
The complaint is about the landlord’s response to: Repairs within the resident’s property and within her block prior to July 2017. Concerns raised about renovation works to the resident’s block of flats between 2003 and 2005. The resident’s concerns that there was no caretaker for the building, and that the …
This complaint is about how the landlord handled: The resident’s report of fly-tipping outside her property following a mutual exchange. A report that the resident had disposed of rubbish in bins allocated to other properties. This complaint is also about the landlord’s complaint handling.
The complaint is about the landlord’s banding decision following the applicant’s request to be rehoused.
The resident complains about: the landlord refusing her father access into her property during the covid pandemic. the landlord’s failure to act accordingly in line with the Equality Act 2010. the landlord’s handling of her complaint.
The resident complains about the landlord’s handling of a number of repairs at the property.
The complaint is about:
REPORT COMPLAINT 202108509 Longhurst Group Limited 18 November 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 […]
The complaint is about: The repairs service provided by the landlord. The landlord’s response to concerns regarding staff conduct. The landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s request for his carpet to be replaced following leaks into his property.
The complaint concerns the landlord’s: handling of the resident's anti-social behaviour reports concerning a neighbour. handling of the resident’s request for a management move. handling of repairs and maintenance issues. response to her complaint about staff conduct.
The complaint is about the landlord’s handling of: The resident’s reports regarding her upstairs neighbour installing a doorbell camera at their shared entrance. The resident’s associated complaint.
The complaint relates to the landlord’s decision to ask the resident to pay for heating and hot water costs and the level of those costs.
The resident has complained about the landlord's handling of his reports of anti-social behaviour (ASB).
The complaint is about: The landlord’s response to the resident’s report of damp and mould in her bathroom, in relation to its offer of compensation. The landlord’s complaint handling.
The complaint is regarding: The tone of the landlord’s communication. How the landlord sought to arrange an electrical test at the resident’s property. The landlord allegedly victimising the resident.
The resident has complained about the landlord's handling of various repair reports in particular: Repairs to her windows. Repairs to her front door. Repairs to remedy poor external drainage and a collapsed kitchen underfloor pipe. The resident has complained about the landlord’s handling of her complaint. The Ombudsman has also …
The resident complains about: The landlord's handling of the kitchen renewal work at the property, and; its response to her subsequent formal complaint. The Ombudsman has also considered the landlord’s record keeping.
The resident complains about the landlord’s: Response to her reports of repairs at the property. Response to her reports of a pest control issue. Handling of the complaint. The Ombudsman has also considered the landlord’s record keeping.
The resident has complained about the landlord's investigation of and response to his: reports of being disturbed by impact noise from the flat above because of uncovered wooden or laminate flooring. reports about his neighbour's threatening behaviour and barking dogs.
The leaseholder complains about the landlord’s handling of his application for consent to carry out alterations to the property.
The resident complaints about the landlord’s handling of: the installation of a shower head and water pump, and; boiler repairs. He also complains about handling of the formal complaint and the level of compensation offered by the landlord. The Ombudsman has also considered the landlord’s record keeping.
| 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 |