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 resident complains about: The landlord’s handling of repair works to the property, standard of the service provided in relation to this, and level of compensation offered. The lack of reimbursement for the costs incurred. The Ombudsman has also considered the landlord’s complaint handling
The complaint is about the landlord’s handling of the resident’s concerns about the actions of the Residents’ Association.
The complaint is regarding the landlord’s response to the resident’s request for additional works following the installation of a new washing line. The Ombudsman has also considered how the landlord responded to the resident’s complaint.
The complaint is about the landlord’s response to the installation of a trellis on a neighbouring property.
The complaint refers to: The landlord’s administration of the resident’s rent account.
The complaint is about the landlord’s handling of its letting process, including the terms set out in the tenancy agreement.
The complaint is about: The landlord’s handling of the resident’s reports of a range of different repairs, including leaks, damp and mould. The landlord’s complaint handling. The impact the condition of the resident’s property had on her family’s health.
The resident has complaint about the landlord’s handling of a pigeon infestation and related works to his roof.
The complaint refers to: The landlord’s response to the resident’s concerns about its allocation of parking bays and her request for a disabled parking bay.
The resident has complained about the landlord’s handling of repairs to his balcony door.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Response to the concerns raised by the resident about subletting. Decision to issue the resident with an acceptable behaviour contract. Response to the resident’s concerns about the number of visitors to the upstairs flat. Response …
The complaint is about the landlord’s handling of the resident's reports of defects at his new build property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to repairs in the resident’s property, in particular who is responsible for progressing an insurance claim.
The resident complains about: damage to the property caused by work in 2017. the landlord’s movement of funds on his service charge accounts. the landlord’s handling of his concerns that an invoice was issued in error.
The complaint concerns how the landlord handled the resident’s requests for the windows in the property to be replaced.
The complaint is about the landlord’s handling of repairs to a fire door in the basement of the resident’s building, and the level of compensation offered by it to him for delaying this.
The complaint is about the landlord’s response to the resident’s reports about:
The complaint is about the landlord’s response to the resident’s reports that the property is too cold – due to the location and operation of the Auto Opening Vent (AOV) system.
The complaint is about:
The complaint is about the landlord’s response to the resident’s: request to succeed her late father’s tenancy. concerns about the condition of her late father’s property. concerns about repairs at her property including damp and mould.
The complaint is about the landlord’s response to the resident’s reports about:
This complaint is about the landlord’s handling of:
REPORT COMPLAINT 202016004 Southwark Council 16 November 2021 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 formal complaint about its response to her subject access request.
The complaint is about the landlord’s: Response to the resident’s reports of damage to the property’s front door. Delay in setting up the resident’s rent and service charge account. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: reports of boiler repairs prior to September 2020. reports of boiler repairs in September 2020. complaint that the landlord’s contractor damaged her flooring. subsequent formal complaint.
The complaint is about the landlord’s handling of the sale of the resident’s shared ownership property.
The complaint is about: the landlord’s handling of the resident’s report of a faulty boiler. the landlord's complaint handling.
REPORT COMPLAINT 202100650 London & Quadrant Housing Trust 11 November 2021 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. […]
The complaint is about the landlord’s handling of the resident’s reports of drainage issues at their property.
The complaint is about the landlord’s: response to the resident’s reports of antisocial behaviour (ASB) from her neighbour; response to the resident’s reports of overgrown bushes at her property; response to the resident’s request for the windows at her property to be replaced.
The complaint is about the landlord’s response to the resident’s report of damage caused to her kitchen worktop by its contractor.
The complaint is about how the landlord communicated with the resident in relation to a gas safety check appointment.
The complaint is about the landlord’s decision to rent an area of land near the resident’s home to private owners.
The complaint concerns the landlord’s response to reports of repairs to the resident’s garage.
The complaint is about the landlord’s handling of the replacement of the resident’s front door. Specifically, in regard to: the security grilles. a glass panel. the type of lock. associated complaint handling.
REPORT COMPLAINT 202010149 Anchor Hanover Group 12 November 2021 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 report in relation to her upstairs toilet. The resident’s request for compensation for reported damage to her rugs. The resident’s report of a damp kitchen floor.
The complaint is about the landlord’s: Response to the resident’s reports of a leak at a neighbouring property and the subsequent repairs and associated damage. Complaint handling. Response to the resident’s reports of a leak at the property which occurred in 2018. Response to the resident’s request for compensation for …
The complaint concerns the landlord’s handling of antisocial behaviour – specifically that the resident has been denied access to the property by a joint tenant.
This complaint is about the landlord’s handling of: the resident’s reports that a lean-to was unlawfully removed; works it had agreed to complete to allow the reinstatement of the lean-to; the resident’s concerns about the validity of a guarantee for external wall insulation (EWI) works.
REPORT COMPLAINT 202015742 Clarion Housing Association Limited 11 November 2021 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman Scheme. The Ombudsman must determine […]
The complaint concerns the landlord’s handling of the resident’s concerns that they are being overcharged on rent for their garages.
The complaint is about: The landlord's response to the resident’s reports in relation to his water cylinder and other repairs and the resident’s request for compensation. The landlord’s complaint handling (including the resident's report of a breach of his confidentiality by the landlord).
The leaseholder complains about the landlord’s handling of the section 20 consultation process, and the level, reasonableness, and increase of charges invoiced for these works. As a resolution to the matter, the leaseholder would like her contribution to the works to be capped at £250, and compensation for the landlord’s …
The complaint is about: The landlord’s response to the resident’s request for repairs. Associated complaint handling.
The complaint concerns the landlord’s response to enquiries the resident has made about their liability to pay a service charge for a fire risk assessment.
The resident complained about; The landlord’s handling of repairs to damp and mould. The level of compensation the landlord offered in respect of the formal complaint.
The complaint is about the landlord’s failure to provide accounts for the period of 2018-2019 and 2019-2020, as requested by the resident.
This complaint is about the landlord’s handling of: the resident’s request for adaptations to the property; the resident’s request for a property transfer; the related 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 |