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 requests for information about service charges; Response to the resident’s requests for certified accounts; Response to the resident’s request for permission to complete home improvements; Complaint handling.
The resident’s complaint is about the landlord’s handling of: leaks in the property; reports of damp and mould around the bedroom window.
The complaint is about:
The complaint is about the landlord’s: communication relating to the resident’s annual service charge statement. response to the resident’s request for a breakdown of the service charges. administration of the resident’s service charge account.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB), including reports of a hate incident. Handling of the resident’s request for reasonable adjustments in its contact with him. Response to reports it received about the resident’s conduct towards its staff. Complaint handling.
REPORT COMPLAINT 202210685 Paragon Asra Housing Limited 22 January 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: reports of damp and mould in her property. reports of a draught in her living room. This Service has also considered the associated complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damp and mould, and the associated repairs. Complaint.
The complaint is about the landlord’s response to: the resident’s reports about antisocial behaviour and the resident’s concerns about the conduct of a member of landlord staff. We will also look at the landlord’s complaint handling as part of this investigation.
The complaint is about: Rent and service charge increases. The landlord’s administration of the resident’s rent and service charge account. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s new home introduction visit and defects inspection. The landlord’s response to the resident’s reports of defects/repairs in the property. The landlord’s handling of replacement keys. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Response to concerns about the information provided when the residents purchased the property. Reasonableness of service charges for repair works. Complaint handling.
The complaint is about : The landlord’s handling of the resident’s concerns about the condition of the property when he moved in and its decision not to undertake any further work. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord's response to the resident’s reports of leaks damp and mould in his property. This investigation also considered the landlords complaint handling. This investigation also considered the landlords record keeping.
The complaint is about: The landlord's response to the resident's concerns about the condition of the property following a mutual exchange. The landlord's handling of repairs to the property. The landlord's communication about a rent increase. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about: The standard of the garden maintenance. The conduct of the landlord’s gardeners. This Service has also considered the landlord’s handling of the complaint.
The resident complains about the landlord’s handling of her reports of noise nuisance and antisocial behaviour.
The complaint is about the landlord’s response to the resident about: a request for support with her energy supplier. the support it offers, an energy visit and a request for repairs to take place after 2.30pm. its complaint handling.
The complaint is about the landlord’s responses to the resident’s concerns about: her Housing Moves application, including queries about a mutual exchange. a leak under the kitchen sink. an issue with the guttering. a back door which was in disrepair. the contractors used by the landlord for repairs. lift repairs. …
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Handling of associated remedial works, including the time taken to arrange temporary accommodation. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of property adaptations. The Ombudsman has also decided to investigate the landlord’s complaint handling.
The resident’s complaint is about the landlord’s response to his reports of anti-social behaviour (ASB) and a neighbour’s reports of ASB about the resident. The Ombudsman will consider the landlord’s complaint handing.
REPORT COMPLAINT 202204756 Sovereign Housing Association and Network Homes (Formerly Sovereign Housing) 31 January 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]
The resident’s complaint is about the landlord’s: request to carry out an asbestos survey; access to the resident’s property; termination of the resident’s tenancy; handling of electrical testing appointments, including its communications and response.
The complaint is about the landlord’s handling of the resident’s queries about service charges. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (‘ASB’) and noise from her neighbours.
The resident’s complaint is about: The conduct of a housing officer. The landlord’s response to reports of asbestos at the property. The landlord’s response to reports of pests within the property. The landlord’s handling of her complaint. The Service has also investigated the landlord’s knowledge and information management.
The complaint is about the landlords response to the residents reports of anti social behaviour (ASB). This service has also considered the landlords record keeping.
The complaint is about the landlord’s handling of the resident’s: Reports of air tightness concerns, damp and mould and associated remedial works. The associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about: Antisocial behaviour (ASB) in her building. The maintenance and cleanliness of her building’s communal areas. The impact of major remedial works taking place to the building’s cladding. The end of her tenancy. The Ombudsman has also considered the …
The complaint is about the landlord’s handling of: The resident’s reports about a pest infestation. antisocial behaviour (ASB). the resident’s application for a management transfer. the resident’s complaint.
The complaint is about the landlord’s: Handling of the resident’s reports about antisocial behaviour (ASB) from a neighbour. Handling of the resident’s request for a mutual exchange and the information provided. The Ombudsman has also investigated the landlord’s complaint handling.
This complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB); Response to the resident’s various service charge concerns; Complaint handling. The Ombudsman also considered the landlord’s record keeping.
The complaint concerns: The landlord’s handling of the resident’s reporting of damp and mould. The landlord’s decision not to decant the resident. This report has also considered: The landlord’s complaints handling. The landlord’s record keeping.
The complaint is about: The landlords handling of repairs to the residents outbuilding. The Ombudsman has decided to investigate the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns about the conduct of two staff members. Handling of pest control issues. Complaint handling.
The complaint is about the landlord’s response to the resident’s reports of outstanding repairs to her flooring. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns about the behaviour of and works outstanding by contractors. Complaint handling.
The resident’s complaint is about the landlord’s: Response to the resident’s reports of faults with the heating and hot water system; Handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: request for a management transfer; reports of repairs to her property, safety issues with the building, and associated record keeping; fire safety concerns, and associated complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour and noise from her neighbour above.
The complaint is about: The landlord's decision to grant permission for a neighbouring resident to undertake construction work. The landlord’s response to concerns about the impact of the neighbour’s construction work noise and disruption. The landlord’s response to concerns about the damage caused to the resident’s property from the neighbour’s …
The complaint is about the landlord’s response to the resident’s concerns about the window cleaning service. This investigation has also considered the landlord’s handling of the associated formal complaint.
The complaint is about the landlord’s: Response to the resident’s concerns about staff conduct. Decision to request that the resident was only visited in pairs. Complaint handling. Management of knowledge and information.
The complaint is about the landlord’s handling of the repairs to the wall plaster. The investigation has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of flooding and damage to the resident’s shed. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of replacement works to doors and windows. The Ombudsman has also considered the landlord’s: complaint handling; record keeping.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour. The resident’s request to be rehoused under a management transfer.
REPORT COMPLAINT 202212996 Islington Council 30 January 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 set […]
The complaint is about the landlord’s handling of the resident’s: Request for a 2-person warning flag to be removed from her account. Reports of outstanding repairs to the toilet and cancelled appointments. Reports of plumbing issues relating to the washing machine. Associated formal 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 |