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.
REPORT COMPLAINT 202003452 Eastbourne Borough Council 31 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
The resident complains about:
The complaint is about the landlord’s response to the resident’s application for disability adaptations to her property.
The complaint is about the landlord’s handling of:
The complaint is about: the level of compensation offered by the landlord for its response to the resident’s report of a bad odour from her sink and bathroom drainage the landlord’s handling of the associated complaint the level of compensation offered by the landlord for the handling of an increase …
The complaint is about:
REPORT COMPLAINT 202007231 Notting Hill Genesis 24 December 2020 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman […]
The complaint is about the landlord’s response to the resident’s reports of boundary issues between the resident’s and her neighbour’s properties.
The complaint is about the level of service charge for major works.
The Complaint is about the landlord’s response to residents’ reports about:
The complaint is about the landlord’s response to the resident’s request to be reimbursed for personal possessions which were damaged following a burst pipe at the property.
The complaint is about the landlord’s: response to the resident’s reports of repairs required in the bathroom at the property, decision to charge the resident for repairs to the tap in the bathroom at the property and complaints handling.
The complaint is about the landlord’s response to the resident’s reports about:
The complaint is about: The landlord’s responses to the resident’s reports about delays in completing maintenance work at the property. The landlord’s handling of the complaint.
REPORT COMPLAINT 201908242 Hyde Housing Association Limited 23 12 2020 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 response to the resident’s reports of anti-social behaviour by a neighbour.
The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour by his neighbour.
The complaint is about: The landlord’s administration of the resident’s rent account The landlord’s complaint handling
The complaint is about the landlord’s handling of concerns raised in respect of the installation of a new kitchen.
The complaint is about the landlord’s: response to the resident’s reports about damage to the bin storeroom shutter; response to the resident’s reports about rats in the building; response to the resident’s reports about antisocial behaviour (ASB) from his neighbours; complaints handling, including its decision not to open multiple complaints …
REPORT COMPLAINT 201806908 Notting Hill Genesis 22 December 2020 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing […]
The complaint concerns whether or not the resident is liable to pay a rent increase.
The complaint concerns the landlord’s responses to the resident’s reports of leaks from the building’s roof.
The complaint concerns the landlord’s handling of repairs at the resident’s property
The complaint concerns the landlord’s responses to the resident’s enquiries about the refurbishment of his building.
REPORT COMPLAINT 201912882 Southern Housing Group 23 December 2020 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 response to the resident’s reports about: leaks and remedial works banding noise transference complaints handling and communication
The complaint concerns whether or not the resident is liable to pay for communal heating for their property
The complaint refers to:
The complaint is about the landlord’s response to the resident’s reports about the cost and efficiency of the heating system within the property.
This complaint is about the landlord’s response to the resident’s reports of damp and mould in her property.
REPORT COMPLAINT 201909262 Birmingham City Council 22 December 2020 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 how the landlord handled a boundary issue relating to the resident’s property.
The complaint is about the landlord’s handling of the Resident’s mutual exchange.
The complaint is regarding the landlord’s response to the resident’s queries on the following: The status of her tenancy and the implications on her request for a transfer. Her application for the mutual exchange of the property. The handling of her formal complaint on the issues.
The tenant has complained that: The landlord has not resolved the reported damp and mould problem in the property (particularly the bedroom, living room and kitchen) The landlord has not installed the correct adaptation (a ramp to the front door) for the tenant’s disabilities The landlord took too long to …
The complaint is about: The landlord’s response to resident’s reports of noise and heating issues; the landlord’s response to the resident’s request for compensation, following his reports about the condition of the second property and his termination of the tenancy.
The complaint is regarding: The landlord’s handling of the resident’s application under its mutual exchange process Its decision not to allow the mutual exchange to proceed, following the exchange partner of the other property passing away.
REPORT COMPLAINT 201910658 Hyde Housing Association Limited 22 December 2020 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 condition of the garden when the resident moved into the property. The landlord’s handling of the complaint.
The resident complains about the landlord’s response to her concerns that it had not replaced her kitchen.
The complaint concerns how the landlord handled the resident’s request to amend her joint tenancy after her ex-partner left the home.
The complaint is about The landlord's response to the resident's reports of his shower not draining correctly. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s responses to the resident’s request to install a gas supply and gas central heating into her home. The landlord’s record keeping.
The complaint concerns the landlord’s decision not to award the resident priority status on its rehousing waiting list.
The complaint concerns: Information provided by the landlord about the electric meter of the property. The landlord’s handling of an electric bill for the void period. The landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (‘ASB’) from her neighbour.
The complaint concerns the landlord’s handling of a leak at the resident’s property
REPORT COMPLAINT 202002842 Notting Hill Home Ownership Limited 21 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]
The resident complains about a number of errors in his service charge account and lack of information on how cleaning and gardening contracts were quoted and awarded.
| 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 |