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 reports of issues with the ventilation system and reports of damp and mould. The resident’s reporting of a pest infestation. This report has also considered: The landlord’s complaints handling. The landlord’s record keeping.
This complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB). The Ombudsman also considered the landlord’s: Response to the resident’s vulnerabilities, health and welfare concerns; Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of draughts from her windows and doors. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s management of the section 20 consultation regarding service charges for roof renewal. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of repairs to the communal door. The Ombudsman has also reviewed the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repair works, including the resident’s concerns about scaffolding and damage to paving slabs. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of cracks around the living room window. Complaint.
The complaint is about the landlord’s handling of the resident’s reasonable adjustment, including gas safety administration. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of the resident's roof repairs and its subsequent offer of compensation. The Ombudsman investigated the landlord’s handling of the associated complaint.
The complaint is about: The landlord's response to reports of flooring repairs, including reports that this was the cause of a pest problem in the property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The renewal works to the kitchen, bathroom, and downstairs toilet. The resident’s associated complaint.
The complaint is about the landlord’s handling of repairs following the resident moving into a mutual exchange property. The Ombudsman has decided to consider the landlord’s record keeping.
The complaint is about the landlord’s handling of repairs to the ventilation system in the resident’s bathroom. The Ombudsman has decided to consider the landlord’s complaint handling.
The complaint is about: The landlords handling of the resident’s reports of alleged antisocial behaviour (ASB) from her neighbour. The landlord’s complaint handling has also been investigated.
The complaint is about: The landlord’s handling of repairs to the boiler. The landlord’s response to concerns about the conduct of operatives. This investigation has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of low water pressure. The Ombudsman has also taken the decision to investigate the landlord's handling of the resident's complaint.
The complaint is about the landlord’s: Response to reports of fly tipping. Handling of the associated complaint.
The complaint is about the landlord’s handling of reports of no heating and hot water due to a faulty boiler.
The complaint is about the landlord’s handling of the resident’s housing application. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of outstanding repairs in the property. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s request for roof repairs.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance. The Ombudsman has also investigated the landlord's complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of leaks from the property above. The resident's request to be rehoused. The landlord’s handling of the resident's complaint.
The complaint is about the landlord’s: Handling of the resident’s request to be rehoused. Complaints handling.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould. The landlord’s handling of the resident’s request for compensation following a leak from the dehumidifier . The landlord’s handling of the resident’s concerns about the condition of the kitchen cupboards. The landlord’s response to the …
The complaint is about: The landlord’s handling of repairs to the resident’s property. The landlord’s response to the resident’s concerns about a kitchen replacement.
The complaint is about: The landlord’s handling of the resident's request for disabled parking. The landlord's handing of the resident’s concerns about his neighbour’s CCTV. The landlord's decision to place an alert on the resident's tenancy file. The landlord’s handling of the resident’s concerns about the conduct of a housing …
The resident’s complaint is about the landlord’s: Advertisement of the property. Handling of adaptations to the property. Response to its staff failing to use their chosen pronouns/title.
REPORT COMPLAINT 202216614 Walsall Housing Group Limited 14 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: Concerns about the security of the building following her reports of unknown persons in the communal garden. Claims of harassment following the landlord’s decision to issue a conditions of tenancy letter. Associated formal complaint.
The complaint is about: The level of compensation offered following the landlord's handling of repairs and replacement of the resident's kitchen. The landlord's complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour. Request to move property.
The complaint is about the landlord’s: handling of reports of noise nuisance. complaint handling.
The complaint is about the landlord’s: Response to reports of leaks. Response to the associated repair work from the leaks. Response to reports of groundwork defects in the garden. Handling of reports of settlement cracks. Handling of the resident’s queries about solar panels. Response to reports of repair to the …
The complaint is about the landlord’s handling of a staircasing application made by the resident.
The complaint is about: The landlord’s response to the resident’s concerns over its handling of service charges and the services received. The landlord’s response to the resident’s reports about repairs to the property. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of the resident’s reports about: Outstanding repairs to the kitchen units. The replacement bath and taps. Repairs to the glass in the rear door. Missed appointments. Staff conduct, accusation of lying, and being in breach of the tenancy agreement. Associated formal complaint.
The complaint is about: The landlord's response to a reported leak. The landlord’s handling of the resident’s report of damage caused to her property by the leak. The Ombudsman has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of defects in a new build property and specifically: issues with the resident’s bathroom taps, bath, gas hob and radiators. issues with the resident’s gate, front door, and kitchen cupboards. the landlord’s communication with the resident including her request for compensation.
The complaint is about the landlord’s handling of building noise reported by the resident. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: response to the resident’s concerns regarding the allocation and size of parking spaces; handling of the resident’s complaints concerning maintenance and refurbishment works.
The complaint is about the landlord’s handling of: The resident’s reports of alleged antisocial behaviour (ASB) from her neighbour. The resident’s concerns about the condition of her property. The landlord’s complaint handling has also been investigated.
The complaint is regarding the landlord’s: Handling of repairs to heating and hot water in the property. Communication in relation to an energy meter fault following changes to the heating system in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Requests for a refurbished bathroom. Reports of antisocial behaviour (ASB) and noise nuisance from a neighbouring property.
The complaint is about the landlord’s handling of the resident’s: reports of damp mould; reports of repairs, concerns regarding its forced entry into her property , and associated record keeping; associated complaint.
The complaint is about the landlord's handling of: leaks in the property. repairs to a concrete pathway, fence, windows and external doors. the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s queries about a service charge, and paying for a service that was not being provided. The Ombudsman has also considered the landlord’s: Complaint handling. Knowledge and information management.
The complaint is about the landlord’s handling of a leak in the resident’s property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord's handling of the resident’s request for a new bathroom and bathroom repairs to be carried out. The Ombudsman has also considered the landlord’s: complaint handling. knowledge and information management.
The complaint is about the landlord’s handling of recharges at the end of the resident’s tenancy. The Ombudsman has also investigated 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 |