Selby District Council
202119687
The Ombudsman found maladministration in the landlord’s handling of .
Maladministration
Housing Ombudsman decisions
Structured summaries of published UK Housing Ombudsman determinations — outcomes, orders and compensation for each case. Every record links to the official source.
- Decisions indexed
- 18,064
- Landlords
- 625
- Severe maladministration
- 2,441
- Compensation ordered
- £8,590,043
Most recent
Peabody Trust
202109625
The Ombudsman found maladministration in the landlord’s handling of .
Maladministration
Broadland Housing Association Limited
202108799
The Ombudsman found maladministration in the landlord’s handling of .
Maladministration
Habinteg Housing Association Limited
202016889
The Ombudsman found maladministration in the landlord’s handling of NOTE: AMENDED INVESTIGATION REPORT Case Ref: 202016889 Created by Gillian Lowdon on 15/12/2021 10:45:24 Title: NOTE: AMENDED INVESTIGATION REPORT…
Maladministration
Mid Devon District Council
202539571 Local authority / ALMO / TMO
The Ombudsman found the noise disturbance complaint outside its jurisdiction as the council was acting as an environmental protection authority. It found no maladministration in the landlord's handling of damp and mould…
Outside jurisdiction No maladministration No maladministration damp and mould asb awabs law complaint handling delay
Home Group Limited
202419559 Housing association
Service failure was found in the landlord's handling of repairs to a faulty replacement front door, which took around 9 months to complete and included incorrect advice about an insurance claim. Reasonable redress was…
Service failure Reasonable redress repairs delay complaint handling delay door repair communication failure
Salix Homes Limited
202441581 Housing association
There was no maladministration in the landlord's handling of noise reports or its complaint handling. The landlord took reasonable steps to investigate the noise reports in line with its ASB policy, and its decision to…
Salix Homes Limited
202507009 Housing association
Maladministration was found in the landlord's handling of the resident's ASB reports including criminal activity from a neighbouring property, due to delays, lack of records, and sending the resident a letter intended…
B3 Living Limited
202534120 Housing association
There was maladministration in the landlord's response to the resident's report of a ceiling collapse. The landlord failed to accurately diagnose the cause of the collapse and subsequent leak, contrary to its repairs…
Ekaya Housing Association Limited
202227743 Housing association
The Ombudsman found service failure in the landlord's handling of the complaint (missed timescales), reasonable redress for its handling of the front door repair, and no maladministration in its handling of noise…
Service failure Reasonable redress No maladministration Outside jurisdiction complaint handling delay repairs delay front door asb
Notting Hill Genesis
202439478 Housing association
Severe maladministration was found in the landlord's handling of persistent leaks, damp and mould in the bathroom, where it failed to investigate underlying causes, carry out effective repairs, or consider household…
Severe maladministration Service failure Maladministration damp and mould leak water ingress repairs delay complaint handling delay
The Community Housing Group Limited
202444152 Housing association
There was maladministration in the landlord's handling of damp and mould. The landlord failed to complete committed remedial work for over two months after its stage 2 response and did not follow up to confirm the issue…
Bromford Flagship LiveWest Limited
202405622 Housing association
The Ombudsman found service failure in the landlord's handling of service charge queries due to inconsistent, incorrect and delayed information, but no maladministration in its handling of staff conduct or the…
Service failure No maladministration No maladministration service charge service charge query information delay complaint handling
One Housing Group Limited
202337553 Housing association
Maladministration in handling the request to use a correspondence address (no reasoned decision, no consideration of vulnerabilities or Equality Act duties) and service failure in complaint handling (inconsistent…
Maladministration Service failure correspondence address reasonable adjustments vulnerability complaint handling delay
London & Quadrant Housing Trust
202528883 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about shattered balcony door and bedroom window glass, due to delays in communicating repair responsibility, failure to properly…
Clarion Housing Association Limited
202506813 Housing association
Maladministration was found in the landlord's handling of damp and mould due to avoidable delays, gaps in records, and communication shortfalls that delayed works. Service failure was found in complaint handling for…
Maladministration Service failure damp and mould repairs delay complaint handling delay record keeping
London Borough of Ealing
202341180 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to the resident's concerns about her rent account, where payments were made to the wrong account and automated arrears letters continued despite the…
Service failure Reasonable redress rent account arrears letters complaint handling delay communication failure
Southwark Council
202421746 Local authority / ALMO / TMO
Service failure was found in the landlord's handling of the resident's reports of damp and mould because the inspection was completed 7 working days beyond its repair timescale and no risk assessment was carried out to…
Paragon Asra Housing Limited
202411953 Housing association
There was service failure by the landlord in its handling of the resident's enquiry about the role and responsibilities of the neighbourhood coordinator, due to delays in responding and failure to fully address the…
Portsmouth City Council
202527928 Local authority / ALMO / TMO
No maladministration was found in the landlord's handling of the resident's reports of ASB concerning neighbours' dogs accessing her garden and her request to install a higher fence, nor in its handling of the…
West Northamptonshire Council
202538299 Local authority / ALMO / TMO
There was maladministration in the landlord's handling of ASB: although it acted within its policy, it did not consistently complete action plans and risk assessments, did not use all available tools to engage the…
Notting Hill Genesis
202413929 Housing association
Service failure found in the landlord's response to the resident's concerns about a DNVA flag on her account, as it failed to explain why it previously told her the flag would be removed and did not offer compensation.…
Service failure Reasonable redress dnva flag complaint handling delay record keeping gas safety check
Uttlesford District Council
202407659 Local authority / ALMO / TMO
Service failure found in the landlord's response to the resident's request for reimbursement of electricity costs incurred while using temporary electric heaters during a heating repair. The landlord failed to compare…
Service failure No maladministration heating hot water reimbursement vulnerability complaint handling
Kirklees Metropolitan Borough Council
202333957 Local authority / ALMO / TMO
The complaint about the landlord's response to the resident's concerns about its cleaning service was resolved with the Ombudsman's intervention. The landlord agreed to apologise, pay £250 compensation, and review its…
Poplar Housing and Regeneration Community Association Limited
202537358 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to a communal lift due to inaccurate record keeping, failure to recognise the true duration of the outage, and lack of consideration of the…
Maladministration Reasonable redress Reasonable redress lift outage repairs delay record keeping complaint handling delay
Notting Hill Genesis
202434608 Housing association
Severe maladministration was found in the landlord's response to the resident's reports of no heating or hot water. The gas was capped in July 2024 following failed safety inspections, and the resident was left without…
Havebury Homes
202504177 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of noise transference, as it failed to investigate potential structural repair issues (joists and floorboards) within its lease responsibility…
Maladministration No maladministration noise transference structural repair repairs delay complaint handling
Bromford Flagship LiveWest Limited
202440999 Housing association
The Ombudsman found the landlord made an offer of reasonable redress which resolved its failures in handling reports of noise transference and the associated complaint. The landlord acted appropriately on the noise…
Peabody Trust
202406659 Housing association
The landlord made an offer of reasonable redress which resolved its failures in handling reports of damp and mould and the associated complaint. The landlord failed to identify and resolve the underlying cause of damp…
Paragon Asra Housing Limited
202335442 Housing association
The Ombudsman found no maladministration in the landlord's response to reported faults with the HIU and energy meter, as the shared ownership lease placed the repair obligation on the resident. It found reasonable…
No maladministration Reasonable redress repairs responsibility complaint handling delay heat interface unit energy meter
Abri Group Limited
202506575 Housing association
The landlord failed to record the resident as a joint tenant following a local authority referral, meaning her ex-partner signed as sole tenant and she could not contest the tenancy when evicted. The Ombudsman found…
Reasonable redress Service failure tenancy application record keeping complaint handling delay joint tenancy
Clarion Housing Association Limited
202538269 Housing association
Service failure in the landlord's handling of a reported wet room leak and associated kitchen ceiling repairs, maladministration in its handling of reports of mould (including delays in assessing the hazard under…
Service failure Maladministration Reasonable redress leak water ingress damp and mould repairs delay complaint handling delay
London Borough of Waltham Forest
202413055 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's concerns about staff conduct during a phone call about rent arrears, as it failed to take her vulnerabilities into account and lacked…
Service failure Reasonable redress staff conduct complaint handling delay vulnerability communication
Clarion Housing Association Limited
202535807 Housing association
The Ombudsman found the resident's personal data processing concerns were outside its jurisdiction (ICO remit). No maladministration in the landlord's response to reasonable adjustment concerns at tenancy sign-up.…
Outside jurisdiction No maladministration Reasonable redress Service failure Reasonable redress Reasonable redress personal data reasonable adjustments safeguarding fire safety
Cross Keys Homes Limited
202535394 Housing association
No maladministration was found in the landlord's handling of the resident's kitchen replacement and reasonable adjustments, nor in its handling of the associated complaint. The landlord offered reasonable adjustments…
Greenhill Housing Association
202343468 Housing association
Maladministration was found in the landlord's response to concerns about roof leaks and property management, as it took over two years to act on specialist contractor advice recommending roof repairs, breaching its…
Kirklees Metropolitan Borough Council
202530432 Local authority / ALMO / TMO
Maladministration was found in the landlord's response to reports of damp and mould, including failure to assess a potential material change in health impact under Awaab's Law and failure to follow its access procedure.…
Maladministration No maladministration Service failure damp and mould awaabs law complaint handling delay repairs delay
London & Quadrant Housing Trust
202404250 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's enquiries about her lease, where the landlord initially gave incorrect information about a covenant but took reasonable steps to…
Metropolitan Thames Valley Housing (MTV)
202400193 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's rent account and the associated complaint. The landlord had set the resident's direct debit incorrectly causing arrears, apologised and…
Peabody Trust
202544131 Housing association
Maladministration was found in the landlord's handling of the resident's reports of uneven paving in a communal area, due to delays beyond policy timescales, poor communication, and inadequate record keeping, with the…
Maladministration Service failure repairs delay communal repair uneven paving complaint handling delay
Sovereign Network Group
202526712 Housing association
Maladministration was found in the landlord's handling of subsidence works (ongoing since early 2023 with significant delays, poor oversight and communication) and in its complaint handling (delayed logging, limited…
Maladministration Service failure subsidence repairs delay complaint handling delay reasonable adjustment
Stonewater Limited
202405406 Housing association
No maladministration was found in the landlord's handling of the resident's request for a shower installation, as it reasonably directed him through its adaptations process and OT assessment. The landlord offered…
No maladministration Reasonable redress adaptations shower installation complaint handling delay equality act
A2dominion Housing Group Limited
202534568 Housing association
Severe maladministration found for the landlord's handling of reports of no heating or hot water, with the resident without heating/hot water for almost 3 years due to repeated failures to arrange repairs.…
Severe maladministration Maladministration Service failure Reasonable redress No maladministration heating hot water repairs delay windows electrics
London Borough of Islington
202532654 Local authority / ALMO / TMO
Maladministration was found in the landlord's handling of a leak to the resident's bathroom and associated repairs, due to ineffective communication, disjointed repair efforts, record keeping failures, and failure to…
Maladministration Reasonable redress leak water ingress repairs delay complaint handling delay record keeping
Peabody Trust
202312953 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the leak and associated repairs and of the complaint, maladministration in its handling of the temporary accommodation (household kept in a hotel…
Reasonable redress Maladministration Service failure leak water ingress repairs delay decant temporary accommodation
Royal Borough Of Greenwich
202404776 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of repairs due to prolonged and repeated delays, poor coordination, and placing responsibility on the resident, and service failure in…
Maladministration Service failure repairs delay complaint handling delay missed appointments record keeping
A2dominion Housing Group Limited
202501751 Housing association
Service failure found in the landlord's handling of the resident's request to remove radiator covers and the associated wall damage. The landlord removed then reinstated covers, raising expectations, failed to explain…
Amplius Living
202344683 Housing association
The landlord offered reasonable redress for its handling of the resident's request to install an EVCP, having apologised proportionately for granting permission in error (which had since expired). However, there was…