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 report of a leak. Decision not to offer compensation in respect of damage caused to the flooring. Complaint handling. The Ombudsman has also assessed the landlord’s record keeping.
The complaint is about the landlord’s handling of: The resident’s reports of tiling repairs in her kitchen and bathroom. The associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of outstanding repairs at the property. Complaint handling.
The complaint concerns the landlord’s handling of reports of water ingress into the resident’s property and the level of compensation it offered. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202114590 Yorkshire Housing Limited 1 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. […]
The resident’s complaint is about the landlord’s handling of the kitchen replacement. This includes the following concerns: Disrespect shown to him and his home. The time it took for the works to be completed. The lack of communication about the programme of works, and the method and way the works …
The complaint is about the landlord’s handling of the resident’s reports about: the signup process. the condition of the flooring at the start of the tenancy. the heating. the door entry system. electrics comprising the oven and hob, external lights, and extractor fans. The Ombudsman has also considered the landlord’s …
The complaint is about the landlord’s handling of:
This complaint is about the landlord’s response to the resident’s concerns regarding repairs to the property, following a mutual exchange.
This complaint is about the level of compensation the landlord offered to the resident following repairs to the property.
The complaint is about the landlord's response to the resident’s reports of anti-social behaviour (ASB) from neighbours, including recording and filming, blocking his disabled bay, property damage and garden issues.
The complaint was about: The landlord’s response to the resident’s reports of antisocial behaviour.(ASB) The resident’s request to install sound-proofing insulation. The landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of an alleged illegal structure built by the neighbour in the back garden and associated staff conduct. Response to the resident’s reports of an insecure fence. Response to the resident’s reports of outstanding repairs at the property. Complaint handling.
The complaint is about: The landlord’s handling of various repairs needed to the resident’s property. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident concerning its handling of antisocial behaviour (‘ASB’) reports.
The complaint is about The landlord’s handling of reports of anti-social behaviour from the resident and her neighbour. The landlord’s handling of the subsequent complaint.
The complaint is about: The landlord’s handling of repairs to the resident’s property. The landlord’s handling of the process of moving the resident to a new property. The Ombudsman has also considered the landlord’s consideration of the resident’s disability, health and wellbeing.
REPORT COMPLAINT 202118061 Nottingham City Homes 28 February 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 is […]
The complaint is about the landlord’s: Response to the resident’s concern’s over the accuracy and transparency of service charge billing. Response to the resident’s request for her rent increase letter regarding the 2022/23 period. Handling of the resident’s complaint. Response to the resident’s concerns that it had overcharged her in …
The complaint is about the landlord’s response to the resident’s reports of: Excessive noise and anti-social behaviour from a neighbour. Drainage problems at the rear of the property. A tree in a neighbouring garden that overhangs the resident’s property.
The complaint is about the landlord’s handling of bathroom repairs.
The complaint is about: The landlord’s handling of reports of anti-social behaviour and noise nuisance. Complaint handling.
The complaint is about the landlord’s response to the resident’s complaint about the replacement of the windows at her property.
The resident complained about the landlord’s handling of: Repairs to the property reported in August 2021. Their request for a management transfer.
The complaint is about the landlord’s handling of the repairs to the heating and hot water system, and the amount of compensation offered.
REPORT COMPLAINT 202105175 Trident Housing Association Limited 28 February 2023 Our approach […]
The resident complains about how the landlord handled repairs at the property. The repairs include: Damp and mould. Repairs to the front door. Repairs to the ventilation system. Repairs to the heating system. Windows repairs. Electrical repairs.
The complaint is about the landlord’s handling of the resident’s reports of noise disturbance from Flat A. The landlord’s response to the related complaint
The complaint is about the: Level of the service charge for a repair to a railing. Landlord’s compliance with the section 20 process. Landlord’s compliance with the terms of sale.
This complaint is about: The compensation provided by the landlord to the resident following repeated heating and hot water repairs. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: repairs to the resident’s bathroom. the resident’s complaint about the repairs.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) perpetrated by her neighbour.
The complaint is about the landlord’s: handling of reports of historic damp and mould issues in the resident’s bathroom; handling of the resident’s request to be compensated for the cost of replacing their bathroom; communication regarding who is responsible for future repairs to the bathroom.
This complaint is about the landlord’s: Response to various issues including: leaks, damp, asbestos and a defective boiler; Handling of the resident’s vulnerabilities, health and welfare concerns; Complaint handling;
The complaint is about the landlord’s handling of the resident’s reports that the property did not meet lettable standards at sign up.
The complaint is about the landlord’s handling of: The replacement of the resident’s communal letterboxes. The resident’s complaint.
The complaint concerns: The landlord’s response to the resident’s request for remedial action to be carried out to trees overhanging their property. The associated formal complaint into this matter.
The complaint is about: The delays in the rewiring of the resident’s property The landlord’s decision to not renew the resident’s bathroom
This complaint is about the landlord’s handling and response to the: issue of an eviction notice; resident’s reports of noise disturbance and ASB; resident’s report of an incident with a warden; disposal of items following the resident’s eviction; reports of repairs including to the intercom system; related complaints.
The complaint is about the landlord’s handling of: Major works to the property and the necessary decants for the works to be carried out. The conduct of the contractors carrying out the work at the property. The level of compensation offered by the landlord. This Service has also considered the …
The complaint is about the landlord’s handling of the resident’s request for a transfer due to accessibility needs.
The complaint is about; the landlord’s response to the resident’s reports of damp and mould. the landlord’s complaint handling.
The resident complained about the landlord's handling of works in response to her reports of damp and mould in the property.
This complaint is about the landlord’s handling of ongoing leaks in the resident’s home.
This complaint is about the landlord’s response to the resident’s reports of noise disturbance and anti-social behaviour (ASB).
This complaint is about the landlord’s: Response to a rat infestation; Complaint handling; Record keeping.
This complaint is about the landlord’s response to: The resident’s concerns about the condition of the property when let. The resident’s request for an eye level oven in her kitchen.
This complaint is about the landlord's response to the resident’s reports of a gas leak, and her concerns about its cause.
The complaint concerns: The landlord’s handling of the resident’s application for a disability adaption to the property. The related complaint.
The complaint is about: The landlord’s response to the resident’s reports of damage to his mirror. The landlord’s response to the resident’s requests for storage whilst external works were carried out to the building. The landlord’s management of external works to the building.
| 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 |