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 resident’s complaint is about the landlord’s handling of: His reports of antisocial behaviour (ASB). Reconnecting the heating system in the property. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Concerns about the electric debt left on the meter at the start of the tenancy. Concerns about the gas debt left on the meter at the start of the tenancy. Concerns about the gas supply being left on at the …
The complaint is about the landlord’s handling of the resident’s concerns that service charges were incorrectly applied to her account. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202336879 Hastoe Housing Association Limited 11 December 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 response to the resident’s: Report of a water leak under the kitchen sink. Request to replace flooring in the kitchen.
The complaint is about the landlord’s handling of the resident’s concerns about: His requests for a detailed breakdown of service charges. Charges for the replacement of a warden call system. Communal ground maintenance. Maintenance issues. Parking arrangements for residents.
The complaint is about how the landlord responded to the resident’s requests for it to: Renovate the kitchen, bathroom, and roof. Install a back-gate in the garden. Relocate the boiler. Repair faulty brickwork at the rear of the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s kitchen renewal. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of concerns about: the condition of the property at the start of the tenancy. outstanding repairs at the property. pest infestation. staff conduct. antisocial behaviour (ASB). We have also considered the landlord’s complaint handling.
The complaint concerns the landlord's handling of the resident’s reports of noise nuisance from the upstairs’ flat. This Service has also considered the landlord’s handling of the related complaint.
The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB) from a neighbour. Complaint handling.
The complaint is about the landlord’s: handling of the resident’s reports of high water pressure. complaint handling.
The complaint is about the landlord’s handling of the resident's reports about: A leak, damp and mould and subsequent damage to personal belongings and decorations.
The complaint is about the landlord’s: Response to the resident’s reports regarding various repair issues at her property. Complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of: Damp, mould, and the associated repairs. Drain odours.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of repairs. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202223158 Peabody Trust 9 December 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 leaseholder’s reports of a roof leak. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Response to repair issues at the property. Complaint handling.
The complaint is about the landlord’s handling of water leaking into the resident’s property. The Ombudsman has also taken the decision to investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s reports of disruption to the heating system.
The complaint is about the landlord’s handling of damp and mould and a blocked toilet at the resident’s property.
The complaint is about the landlord’s handling of: Repairs to the front and rear communal door and the resident’s front door. The associated complaint.
The complaint is about the landlord’s handling of disrepair works. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s report of a leak. The Ombudsman has also investigated the landlord’s complaint handling. The Ombudsman has also investigated the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) from a neighbour. Associated complaint.
The complaint is about the landlord’s response to the resident’s reports of pests within the property.
The complaint is about the landlord’s handling of: The resident’s reports that the landlord’s actions resulted in a Data Protection Act (DPA) breach. The resident’s concerns about the landlord’s administration of their rental account.
The complaint is about the landlord’s handling of the resident’s reports that the window cleaning was not being performed. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of a faulty boiler. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s request to update her household details on her tenancy file. The Ombudsman has also considered the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of repairs to the windows. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. 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 repairs to the kitchen, windows and balcony door. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB); associated complaint.
The complaint is a about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s complaints.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Associated complaint.
The complaint is about the landlord’s response to the resident’s request for: Emergency accommodation. Compensation. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs including damp and mould, removal of polystyrene ceiling tiles in the hallway, repairs to the kitchen ceiling, repairs to the windows and clearing the rear gutter at the resident’s property. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord’s handling of:
The complaint is about the landlord's response to the resident’s reports of repairs, including: The boiler. The shower door. A leak coming through the bathroom ceiling from the roof. A leak under her kitchen sink. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB). Repairs to the front door, windows, and intercom. Concerns raised about the maintenance/upkeep of communal areas. Concerns raised about its record keeping. Service charge enquiries. The Ombudsman has also considered the landlord’s handling of the associated complaints.
This complaint is about the landlord’s handling of the resident’s reports of a damaged extraction unit in the property.
The complaint is about the landlord’s handling of and response to the resident’s: Reports of water ingress from exterior walls and windows. Reports of damp and mould inside the property. Request for a claim to be made on its liability insurance. This investigation has also considered the landlord’s handling of …
The complaint is about the landlord’s handling of the resident’s: Concerns about monthly charges which are not applicable to him. Associated formal complaint.
The complaint is about the landlord’s responses to the leaseholder’s request for information about the renewal of cavity wall insulation in his building.
The complaint is about the landlord’s handling of the resident’s reports of: Noise nuisance. Damp and mould.
This complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property.
The complaint is about the landlord's handling of the resident’s concerns about: The level of service charges. The administration of service charges.
| 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 |