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 antisocial behaviour (ASB) case involving the resident and her neighbour; response to the resident’s request for a different housing officer; response to the resident’s reports of discrimination due to her age; complaint handling.
The complaint is about: the landlord’s response to the resident’s request that his tenancy be assigned to his son; the landlord’s handling of the associated complaint.
The complaint is about the landlord’s: response to a leak from the water tank in the loft of the property, and; complaint handling.
The complaint is about: The landlord’s response to the resident’s reports about disruption, including cold and noise caused by building works in the property below. The landlord not providing prior notification of the extent of building works it had permitted, and of the disruption the work would cause. The landlord’s …
The complaint is about: The landlord’s response to reports of a moth infestation in the property, and its subsequent compensation offer. The landlord’s complaint handling.
REPORT COMPLAINT 202014172 Metropolitan Thames Valley Housing (MTV) 16 March 2023 (amended at review 10 July 2023) Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is […]
The complaint is about the landlord’s handling of: The valuation of the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damages and costs following a water leak in her property. The associated record keeping and complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns about the condition of her neighbour’s garden; Handling of the resident’s reports that her neighbour was engaging in antisocial behaviour (ASB). This report also considers the landlord’s: Communication; Record keeping; Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of banging pipe noises and electrical issues within the property.
The complaint is about the landlord’s: Response to the resident’s reports of a leak into the property. Response to the resident’s reports of damage to his property as a result of the leak. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of a missing torch following an annual gas safety check. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint concerns: How the landlord handled the replacement of the boiler in the resident’s property. The associated formal complaint into this matter.
The complaint is about the landlord’s handling of the resident’s report of a leak, and the subsequent damage to her property.
The complaint concerns: The landlord's handling of remedial works to the resident's property following a leak. The Ombudsman has also assessed the landlord’s complaint handling and record keeping.
The complaint is about: The landlord’s handling of the resident’s report of leaks to the roof of the property and consequent repairs to make good the kitchen. The landlord’s record keeping on the issue. Its handling of the associated formal complaint.
The complaint is about the landlord’s handling of: The resident’s Right to Buy application. Associated complaint.
The complaint is about: The landlord's handling of the resident’s reports of damp and mould in the property The landlord’s handling of the associated complaint.
This complaint is about the landlord’s: Response to the resident’s ongoing damp and mould concerns; Response to the resident’s various disrepair concerns; Complaint handling; Record keeping.
The complaint is about: The level of compensation offered by the landlord for its handling of boiler repairs. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB) and his request for a management transfer.
The complaint is about: The landlord’s handling of the resident’s ventilation, skirting, and window repairs. The landlord’s complaint’s handling.
The complaint is about the landlord’s response to the resident’s concerns about his rent account payments.
The complaint is about the landlord’s handling of a notice ordering the resident to not smoke in his property prior to, and during works carried out by contractors, and its response to his associated reports of harassment.
The complaint is about the landlord’s handling of the resident’s request to have her windows replaced.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from her neighbour.
The complaint is about the landlord’s response to the resident’s reports about a sewage spill that took place in a communal area.
The complaint is about the landlord’s response to the resident’s reports about a dividing fence at the property. The landlord’s complaints handling has also been investigated.
This complaint is about: The landlord’s handling of the resident’s reports of outstanding repairs at her home, including internal door replacements throughout the property and skirting board replacement in the hall and kitchen. The landlord’s handling of the resident’s radiator replacement request. The landlord’s response to the resident’s reports of …
The complaint is about the landlord’s response to the resident’s reports about: Asbestos at the property. Lighting at the property. Fire safety. Delays in completing repair works following leaks at the property. The landlord’s complaints handling has also been investigated.
The complaint is about: The landlord’s handling of repairs to the resident’s property following leaks. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s mutual exchange application.
The complaint is about the landlord’s: Response to the resident’s reports of damaged fences. Handling of the associated complaint.
The complaint is about the landlord's handling of the resident's reports of condensation, damp and mould and the resulting repairs undertaken.
The complaint is about the landlord’s handing of: Repairs to the resident’s windows. The associated complaint.
The complaint is about the landlord’s handling of: The planned kitchen and bathroom replacement in the resident’s property. Repairs to the resident’s windows and fire door. The associated complaint.
The complaint is about the landlord’s response to the resident’s reports of two leaks from the property above, which caused damage to her property and personal possessions.
The complaint is about the landlord’s handling of the resident’s reports of a leak in her bathroom.
The complaint is about the landlord’s handling of the resident’s reports of no heating following the replacement of her boiler.
The complaint is about the landlord’s: Response to the resident’s report of having no hot water or heating. Handling of the associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of scaffolding which had been erected in the garden for an extended period of time. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Handling of repairs to the resident’s kitchen following her reports of leaks to the property, and subsequent reports of damp and mould in the kitchen. Complaint handling.
The complaint is about the landlord’s response to: Reports of overgrown trees in the neighbour’s garden. Request to repair damage to the resident’s shed and decking.
The complaint is about the landlord’s handling of the resident’s reports of a: Leak in the property. Mice infestation in the property.
The 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 decision not to remove the steps at the front of the resident’s building.
The complaint is about the tone, content and language used in correspondence the residents received from the landlord.
The complaint is about the landlord’s: handling of the resident’s reports of anti-social behaviour (ASB); response to the resident’s complaint.
The complaint is about the landlord’s handling of repairs to the resident’s floorboards.
The complaint is about: The suitability of the property allocated by the landlord. The landlord’s handling of the resident’s concerns of anti-social behaviour. The landlord’s decision to charge the resident a full month’s rent while offering no reimbursement for her decorating costs. The landlord’s 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 |