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 ALMO’s: Response to the resident’s reports of ASB. Response to the resident’s request for adaptations to the property. Response to the resident’s query about the front garden. Consideration of the resident’s reports about a staff member. Complaint handling.
The complaint is about: The landlord’s response to the resident’s report of various repairs. The landlord’s response to the resident’s enquiry about upgrades to his kitchen, bathroom, and windows. The landlord’s response to the resident’s request that the landlord regularly inspect the block. The landlord’s handling of the complaint.
The complaint is about the landlord's handling of: the repairs to the resident’s property in relation to: the roof. the crack in the party wall. the planned works to replace the roof. the resident’s complaint. The Ombudsman has also assessed the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s reports of damp, mould and water ingress . The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The impact on the resident of a dispute with an energy supplier. Administration of the rent and service charge account. The resident’s concerns about a parking safety issue. Reports of defects in the property. The resident’s complaint. The Ombudsman has also assessed …
The complaint is about: The landlord's handling of repairs following water ingress. The landlord’s response to the resident's concerns about the bin store. The landlord's response to the resident's reports of stolen post. The landlord's handling of the resident's service charge accounts.
This complaint is about the landlord’s handling of: The resident’s queries about her service charge. The associated complaint.
The complaint is about: The landlord’s handling of garden drainage works including the replacement of the resident’s shed. The landlord’s complaints handling.
The complaint is about the landlord’s handling of repairs to the resident’s property including damp and mould, repairs to the windows and doors, and replacement of the bathroom extractor fan.
This complaint is about the landlord’s handling of: The resident’s application for rehousing. Reports of damp, mould, draughts, and lack of insulation within the property. Reports of pests within the property.
The complaint is about the landlords: Response to the resident’s concerns about its management of access to the car park. Response to the resident’s concerns about the impact of neighbouring building works. Response to the resident’s concerns about its management of refurbishment works including works it agreed to do and …
REPORT COMPLAINT 202210764 Birmingham City Council 28 February 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. This is […]
The complaint is about the landlord’s handling of: Repairs to the property, including leaks, subsidence and cracks in the ceilings and walls. The resident being moved into temporary accommodation. The resident’s request for a transfer to another property. The associated complaint.
The complaint is about the landlord’s: Handling of the resident’s data in relation to her being identified as the complainant to the alleged perpetrator. Handling of reports of anti-social behaviour (ASB), including the communication with the resident throughout the case, and the compensation offered. Staff calling residents from personal mobile …
This complaint is about the landlord’s handling of: Latent defects in the resident’s bathroom. The associated complaint.
The complaint is about: The landlords handling of the resident’s request for a subject to access request (SAR). The landlords response to the resident’s reports of anti social behaviour (ASB). This service has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of a collapsed drain and its handling of the associated repairs. The landlord’s response to the resident’s reports of a fly infestation. The landlord’s handling of the resident’s complaint.
This complaint is about the landlord’s handling of: Repairs to, and a subsequent leak from, the resident’s toilet. The associated complaint.
The resident’s complaint is about the landlord’s handing of his reports of Anti Social Behaviour (“ASB”) and his complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Pest infestations. Outstanding repairs to the bathroom. Associated formal complaint.
This complaint is about the landlord’s: Response to the resident’s concerns around “victimization”. Response to the resident’s concerns around leaks, damp and mould; Response to the resident’s concerns about works to a neighbouring property; Response to the resident’s vulnerabilities, health and welfare concerns; Handling of various repairs including a replacement …
The complaint is about the landlord’s handling of the resident’s report of a sewage leak.
The complaint is about the landlord’s handling of repairs to the communal lift. The Ombudsman has decided to consider: The landlord’s record keeping. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to the thermostat, radiators, and boiler. The resident’s associated complaint and compensation request.
This complaint is about the landlord’s: Handling of structural movement to the property’s extension; Response to the resident’s report of a flood; Response to the resident’s reports of leaks, damp and mould. The Ombudsman also considered the landlord’s complaint handling.
The complaint is about the landlord’s: response to the resident about antisocial behaviour (‘ASB’) from tenants of a leasehold flat below. complaint handling.
The complaint is about the landlord’s handling of the resident’s: request for a move. reports of Anti Social Behaviour (ASB). This Service has also considered the landlord’s: complaint handling. consideration of the resident’s vulnerability.
The complaint is about the landlord’s handling of the resident’s complaint concerning its handling of her bathroom repairs, and its offer of compensation.
The complaint is about the landlord’s handling of: The resident's temporary move due to disrepair and asbestos in the resident’s property. The resident’s reports of repairs in the temporary property. The disposal and replacement of the resident’s white goods. The resident’s reports that a tree had been removed from the …
REPORT COMPLAINT 202207267 Metropolitan Thames Valley Housing (MTV) 28 February 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. […]
REPORT COMPLAINT 202228166 Metropolitan Thames Valley Housing (MTV) 28 February 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 complaint is about the landlord’s: Decision to recharge the resident for repairs upon termination of his tenancy. Response to the resident's concerns about the condition of the resident’s new property when he moved in.
The complaint is about the: Landlord’s handling of an electrical inspection and follow on works. Landlord’s decision to get an injunction order for access to the property to complete the electrical works. Landlord’s records concerning the resident’s vulnerability and requirements for access to the property. The investigation has also considered …
The complaint is about the landlord’s handling of the resident’s:
The complaint is about the landlord’s handling of an annual gas safety check at the resident’s property. The Ombudsman has also investigated: The landlord’s complaint handling. The landlord’s record keeping.
This complaint is about the landlord’s handling of: Reports about staff conduct. Reports about the standard of communal cleaning. The associated complaint.
The complaint is about: The landlord’s handling of repairs to communal doors and lighting. The landlord’s response to the resident’s concerns about staff conduct. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: A planned bathroom replacement. Its knowledge and information management, in relation to the handling of a leak. The resident’s complaint.
The complaint is about the landlord’s: Response to the residents reports of damp and mould at the property. Response to the resident’s reports of outstanding repairs at the property. Complaint handling.
The complaint is about the landlord’s response to the resident concerning a fire at the block.
The complaint is about the landlord’s handling of the redeployment of the resident warden.
The complaint is about the landlord’s response to the resident’s reports of a leak in the kitchen and the level of compensation offered.
The complaint is about the landlord’s handling of: The void works and the resident’s reports of repair issues upon moving into the property. The boiler repair issues. The landlord’s handling of the complaint has also been considered.
The complaint is about: The landlord’s handling of the residents reports of damage to a window blind and sofa. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). 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 leak and the associated damp and mould. A carbon monoxide leak. The Ombudsman will also consider the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s: Reports of noise nuisance and anti-social behaviour (ASB). Request to be rehoused. Associated complaint.
The complaint is about the landlord’s handling of reports about staff conduct.
The complaint is about the landlord’s handling of: Repairs to the property, including damp and mould; Alterations made to the property by the resident; The resident’s reports of neighbour issues; The resident’s concerns about the conduct and communication of individual staff members; Overcrowding in the property. The Ombudsman has also …
The complaint is about: The landlord’s decision not to allow amendments to the planned design of the resident’s replacement kitchen. The landlord’s handling of the associated complaint.
| 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 |