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 noise nuisance from his upstairs neighbour. Request for soundproofing in the property. Reports of inadequate heating in the property. Associated complaint.
The complaint is about the landlord’s response to the resident’s reports about: The major works at her property. Her decant from the property whilst works progressed.
The complaint is about the landlord’s response to the resident’s concerns regarding: the boundary between his and his neighbour’s gardens; antisocial behaviour (ASB) from his neighbour.
The complaint is about the landlord’s response to the resident’s reports about: Allocation of parking bays. Its management of the parking area. The landlord’s complaints handling has also been investigated.
The complaint is about the landlord’s response to the resident’s reports about: a missed repairs appointment; the conduct of a staff member and the damage caused to the resident’s personal belongings.
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) and noise disturbance. The landlord’s handling of counter allegations made against the resident. The landlord’s handling of the resident’s request to be transferred.
The complaint is regarding the landlord’s response to the resident’s reports of damp and mould in the property.
The complaint is about the landlord’s response to the resident’s request for a kitchen replacement.
The complaint is about: The landlord’s handling of repairs needed at the property. The landlord’s handling of the resident’s request for a transfer to a suitable property. The landlord’s handling of the associated complaint.
The complaint is about the landlord's response to the resident’s reports about leaks into her property, and the subsequent level of compensation offered.
REPORT COMPLAINT 202114098 Notting Hill Genesis 27 October 2022 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 reports of antisocial behaviour (ASB) from her neighbour (Mr A). The landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of anti-social behaviour (ASB). Handling of the resident’s request to be moved to a new property. Complaints handling.
The complaint is about the landlord’s handling of required repairs and remedial works at the property, following a leak from the property above. The complaint is also about the landlord’s associated handling of the complaint.
The complaint is about the landlord’s handling of repairs to the resident’s windows.
The complaint is about: The works the landlord completed to the loft space. The landlord’s handling of works to the radiators in the property. The landlord’s response to the representative’s request to be added as either a joint tenant or, assigned the tenancy.
The complaint is about: The landlord’s response to the resident’s reports of outstanding mould and window repairs within his property, and the level of compensation offered by it for this. The landlord’s complaint handling, and the level of compensation offered by it for this.
The residents complaint is about the landlord’s handling of fly tipping on the estate and its decision to recharge residents for the removal of dumped rubbish.
The complaint is about the landlord’s: response to the resident’s request for a replacement front door; complaints handling.
The Complaint is about the landlord’s handling of: The leaseholder’s reports of damp at the property. The leaseholder’s complaint.
The complaint is about the landlords handling of: Structural movement in the property and cracks. The residents reports of repairs.
This complaint concerns the landlord’s handling of the resident’s dispute of a parking fine.
The complaint is about the landlord’s response to the resident’s reports of noise disturbance from communal water tank pipes.
The complaint concerns: The landlord's handling of the resident’s reports of antisocial behaviour. The related complaint.
The complaint is about the landlord’s response to the resident’s concerns about the management and maintenance of the car parking area.
The resident complains about: The landlord’s position on removal of items from communal areas; The landlord’s position on the use of a rooftop garden; The landlord’s handling of reports of bullying; The landlord’s handling of reports of contractors attending to carry out removal not complying with Covid-19 precautions, and not …
The resident’s complaint is about the landlord’s handling of the reduction of the height of the property’s hedge .
The complaint is about: The landlord’s handling of repairs to the resident’s roof and the subsequent compensation offer. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of the repair issues to the guttering and downpipe. The associated complaint.
The complaint concerns: How the landlord handled reports of a blocked and overflowing waste pipe. The associated formal complaint into this matter.
The complaint is regarding: The landlord’s handling of the resident’s eviction. The landlord’s response to the resident’s concerns about staff conduct and the level of support offered. The landlord’s response to the resident’s request for compensation. The landlord’s handling of concerns raised regarding information security and confidentiality. This Service has …
The complaint is about the landlord’s handling of the resident’s reports of a cold home and her concerns regarding the insulation of the property.
This complaint is about the landlord’s handling of the resident’s reports of an inconsistent water supply to her property.
The complaint is about the landlord’s handling of: The resident’s reports of Anti-Social Behaviour (ASB) perpetrated by a neighbour, specifically, noise nuisance. The resident’s reports of an extensively overgrown garden. The resident’s reports of an issue with a drain at the property. The resident’s complaint.
The complaint is about the landlord’s response to reports of faulty windows by the resident.
The complaint is about the landlord’s: response to the resident’s reports of repair issues with her rear gate and her request to replace the dividing link fence with a wooden fence; complaints handling.
The complaint is about: The landlord’s response to the resident’s reports of a roof leak, including the resident’s reports of damage and the landlord’s handling of repairs. The landlord’s complaint handling.
The complaint concerns: How the landlord handled the resident’s reports of noise nuisance from the communal heating system in the building. The associated formal complaint into this matter.
The complaint concerns the level of compensation offered by the landlord following a boiler outage in the property.
The complaint is about The level of redress provided by the landlord following acknowledged delay and failure to repair a roof leak. The associated complaints handling.
The complaint is about the landlord’s: Response to the resident’s reports of problems with the roof and balcony at the property. Complaints handling.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) by a neighbour. The landlord’s decision to issue the resident with a tenancy warning.
The complaint is about the landlord’s handling of the resident’s property move.
The complaint is about the landlord’s handling of the resident’s reports of heating issues within the property.
The complaint is about the landlord’s: Response to the resident’s reports of a roof leak and defective pointing. Complaint handling.
This complaint is about the landlord’s handling of the: Resident’s request to move permanently to alternative accommodation rather than on a temporary basis. Resident’s transfer application. The related complaint.
This complaint is about the landlord’s handling of the resident’s request for the damage caused to the ceilings in the property to be rectified. The related complaint.
This complaint is about the landlord’s response to the resident’s concerns regarding:
The complaint is about the landlord’s handling of the allocation process for the property, particularly staff conduct, room dimensions, and its advice on refusal of an offer of a property.
The complaint is about the landlord’s: response to the resident’s reports of repair issues in his bathroom; complaints 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 |