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 concerns the landlord’s handling of: The resident’s concerns about the padlock on the communal back gate. The resident’s reporting of anti-social behaviour (ASB). The resident’s concerns about being informed about who she could and could not let into the building.
The complaint is about the landlord’s handling of the resident’s reports of loss of heating in the property. The Ombudsman has also considered the landlord’s: Complaint handling. Knowledge and information management.
The complaint is about the landlord’s response to the resident’s reports of water ingress to his flat due to leaks in a communal cupboard. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s report of a leaking waste pipe. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance. The landlord’s handling of the complaint has also been considered.
The complaint is about the landlord’s: Response to damp and mould following a leak in the property. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Report of a leak in the bedroom. Associated complaint.
The complaint is about the landlord’s handling of: a communal bin shed not being secure. reports about fly-tipping. the resident's enquiries about service charges. the complaint.
The complaint is about: The landlord’s response to the resident’s reports about changes made to the communal garden by a neighbour. The landlord’s complaint handling.
The complaint concerns the landlord’s handling of: The resident’s reporting of damp and mould in the property. Repairs to the front gate, the shrub acting as a divider to the neighbouring property and to the cracks in the ceiling and to the walls of the property. The resident’s requests for …
The complaint is about: The landlord’s response to the resident’s reports regarding the air source heat pump and solar panels. The landlord’s handling of water penetration into the property. The landlord’s response to the resident’s request for compensation for the two-week period that the property did not have insulation. The …
The complaint is about the landlord’s handling of the resident’s concerns about: Repairs required to her home as part of a legal claim, including to resolve damp and mould and woodworm. The conduct and workmanship from its staff, contractors, and subcontractors during a replacement of her kitchen and bathroom. Injury …
The complaint is about the landlord’s handling of repairs to the bathroom. The Ombudsman has decided to investigate the landlord’s complaint handling.
The complaint is about: The landlords response to the residents reports of anti social behaviour (ASB). The landlords response to the residents concerns over the fire safety of her property. The landlords handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of repairs required to the bathroom and toilet. Reports of repairs required to kitchen door where mice entered property. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s requests: That the cleaners stop using bleach or strong chemical cleaning products in the communal areas outside her home. To be notified when communal works are to be completed, including gardening, window cleaning, and repairs. To be informed on what …
The complaint is about the landlord’s handling of: The resident’s reports of leaks to the property and subsequent damp and mould. The Ombudsman has also investigated the landlord’s complaint handling and communication with the resident.
The complaint is about the landlord’s response to the residents’ complaint about delays progressing their Right to Acquire application.
The complaint is about the: Landlord’s handling of the reports of anti-social behaviour and noise disturbance. Landlord’s response to the resident’s request for the neighbour’s CCTV to be taken down. Landlord’s response to the resident’s request for the neighbour to move. The Ombudsman has also considered the landlord’s complaint handling.
The complaint concerns the condition of the property at the start of the tenancy. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of damage to the building, paving, and the management company’s response. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the conduct of the landlord’s staff in relation to the: Handling of the resident’s request to move. Formal complaint.
The complaint is about the landlord’s response to the resident’s request for part of the communal garden to be separated for their sole use.
The complaint is about the landlord’s: Handling of repairs to resolve water ingress at the property. Handling of reports of mould. Communication with the resident. Complaint Handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of: The resident’s reports of defects in his property. The associated complaint.
This complaint is about: The level of compensation offered by the landlord following the resident’s complaints about roof leaks and damp in his home. The landlord’s complaint handling.
The complaint is about the landlord’s handling of concerns raised about the condition of the windows, doors, roof and guttering. The Ombudsman has also considered the landlord's complaint handling.
The complaint is about the landlord’s: Handling of a heating and hot water repair. Complaint handling.
This complaint is about the landlord’s handling of repairs. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the way the landlord handled the resident’s: Reports of noise nuisance and antisocial behaviour (ASB); Reports that a neighbour was running a business from their property; Tenancy breach warning ; Complaint.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in the bathroom. The landlord’s handling of the resident’s concerns about the asbestos tiles under the lounge flooring. The landlord’s handling of the kitchen replacement. The associated complaint handling.
The complaint is about: The landlord’s handling of requests for service charges information, including the level of service provided. The landlord’s complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about: The landlord’s handling of the resident’s request for compensation following a power cut in the property. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of noise disturbance. Request to move to an alternative property.
REPORT COMPLAINT 202218260 London & Quadrant Housing Trust (L&Q) 26 February 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The complaint is about the landlord’s handling of the resident’s reports of a leak and the resulting remedial works required to their home.
REPORT COMPLAINT 202216977 Notting Hill Genesis (NHG) 26 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 […]
The complaint is about: The landlord’s handling of the resident’s repairs including damp and mould. The landlord’s complaint handling. The Ombudsman has also assessed the landlord’s record keeping.
The complaint is about: The landlord’s response to the resident’s concerns about its administration of his tenancy, including his rent account. The level of service provided to the resident by the landlord’s customer service hub. The landlord’s handling of the resident’s complaint.
The complaint is about the condition of the property at the start of the tenancy.
The complaint is about the landlord’s handling of the resident’s: Request to disconnect his property from the communal heating system. Request for it to waive heating charges. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: a bird infestation in the resident’s property. the resident’s decant. a heating and hot water repair. The Ombudsman has also investigated the landlord’s: complaint handling. record keeping.
The complaint is about the landlord’s: Handling of outstanding repairs in the property. Handling of damp and mould in the property. The Ombudsman has also investigated the landlord’s handling of the complaint, including the level of compensation offered.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour. The resident’s reports of cracks in the wall. The resident’s reports of repairs required to the communal front door.
The complaint is about the landlord’s: Handling of reports of a rodent infestation. Response to a request for temporary housing. Complaint handling. Record keeping.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs, and the associated decant. Complaint.
The complaint is about the landlords handling of: The resident's reports related to the supply of hot water after it was turned off following a leak into the flat below her. The renewal of the radiators and associated pipework. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of a rodent infestation in the resident’s property. The Ombudsman has also investigated the landlord’s complaint handling.
This complaint is about the landlord’s: Response to the resident’s reports of mould; Handling of recommended aids and adaptations; Response to the resident’s concerns about a replacement kitchen; Complaint handling. The Ombudsman also considered the landlord’s record keeping.
The complaint is about the landlords’ managing agent’s: Provision of support to the resident. Handling of the resident’s eviction from the property. The Ombudsman has also considered the landlords’ managing agent’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 |