Clarion Housing Association Limited

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…

The Ombudsman found service failure in the landlord's handling of the tenancy termination process (record-keeping and communication failings) and reasonable redress in its handling of the resident's credit refund…

The Ombudsman did not investigate the landlord's warning letter about the resident's visitor or its decision to place a risk marker on her record, as these had not been through the landlord's complaint procedure…

The resident complained about the landlord's handling of repairs to his kitchen cupboard doors (it would only replace the damaged doors with the nearest available match rather than all doors) and about the associated…

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…

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.…

The resident complained that the landlord failed to answer his service charge queries and delayed providing information. The landlord acknowledged the delays, apologised and offered £150 compensation, and following the…

Maladministration was found in the landlord's handling of the resident's reports of a defective window, which took 191 days against a 28-day policy timeframe with repeated missed appointments and poor communication.…

Maladministration was found in the landlord's handling of reports of a leak (taking 6 months to resolve) and of damp and mould (treatment outside policy timeframe and failure to trace the cause). Service failure was…

The Ombudsman found maladministration in the landlord's handling of the resident's request to access her electricity meter, which was located inside another flat and which she could not access or manage; the landlord…

The Ombudsman found service failure in the landlord's handling of the resident's concerns about the level of support provided during a repossession: although its records showed awareness of possession proceedings, it…

The Ombudsman found the landlord offered reasonable redress in its handling of energy efficiency improvement works under the SHDF and in its handling of the complaint. The landlord apologised and offered compensation…

There was maladministration in the landlord's handling of damp and mould due to delays in treating it and associated repairs, and failing to follow through on its commitment to complete outstanding work. There was no…

The Ombudsman found service failure in the landlord's handling of the resident's concerns about garden decking (which was correctly determined to be the resident's responsibility, but the landlord failed to respond to…

The Ombudsman found reasonable redress in the landlord's handling of the shower repair (bath and shower rail replaced within timescale, with £50 offered for a communication error), but maladministration in its complaint…

The Ombudsman found maladministration in the landlord's handling of door repairs and of window repairs/extractor fan installation, and service failure in its handling of roof repairs. The landlord offered reasonable…

The Ombudsman did not investigate the landlord's handling of the Section 20 process for major works, as this is better dealt with by the First Tier Tribunal. It found service failure in the landlord's response to the…

The landlord made reasonable offers of redress which resolved errors in its handling of repairs (damp and mould, internal/external walls, security) and its complaint handling. There was service failure in the landlord's…

The complaint about whether fire protection charges were necessary was found outside jurisdiction. Regarding the resident's service charge queries, the landlord unreasonably delayed its responses but acknowledged the…

The Ombudsman found reasonable redress in the landlord's handling of sinkhole repairs and its complaints handling. The landlord acknowledged delays, offered £650 compensation across its complaint responses, and…

The landlord was found responsible for reasonable redress in its handling of the resident's reports about a fence repair and related tree issues, and in the associated complaint handling. The landlord acknowledged…

The Ombudsman found no maladministration in the landlord's handling of health and safety concerns about a communal wall and shed doors, but found maladministration in its handling of poor communal cleaning and failure…

Service failure was found in the landlord's handling of the resident's request to install a CCTV camera, due to delays responding to police emails, record-keeping failures, and failure to advise how the resident could…

The Ombudsman found service failure in the landlord's handling of the resident's concerns about the fridge freezer in her shared-ownership new-build property. Although the landlord committed to investigate and keep her…

Maladministration was found in the landlord's handling of the disposal of the resident's personal belongings stored in an internal shed. The landlord failed to demonstrate compliance with its Abandoned Goods Policy and…

The Ombudsman found maladministration by Clarion Housing Association in its handling of the resident's reports of dog mess on communal carpets, as it failed to take reasonable steps to clean the carpets despite multiple…

The Ombudsman did not investigate the complaint about repairs to a communal door because it was outside jurisdiction. The broken door was in a different block on the same estate and did not affect the resident's…

The Ombudsman found reasonable redress in the landlord's handling of repairs to communal bin store lighting and in its complaint handling. The landlord completed repairs outside its policy timeframe and issued complaint…

The Ombudsman found reasonable redress in the landlord's handling of a request to install a cat flap and in its handling of the associated complaint. The landlord identified its communication errors, recognised delays…

The Ombudsman found service failure in the landlord's response to a rodent infestation, its handling of damaged belongings, its response to requests for alternative accommodation, and its response to concerns about a…

The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of a sewage leak, where the landlord offered £700 compensation and referred the resident to its liability insurer. It found…

The Ombudsman found reasonable redress in the landlord's handling of the resident's concerns about tree maintenance and in its handling of the complaint. The landlord took appropriate steps in line with its policy when…

The Ombudsman found reasonable redress in the landlord's handling of the resident's new build defect repairs and complaint handling. Although the landlord caused unreasonable delays and communicated poorly, it…

The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about the condition of his garden, as the landlord conducted two reasonable inspections and determined the garden was safe…

Maladministration found in handling of repairs (uncompleted works, conflicting advice on bathroom/kitchen replacement, poor records) and ASB (unsympathetic communication, conflicting crime reference instructions). Data…

The Ombudsman found reasonable redress regarding the landlord's handling of sewage leaks and damaged flooring, as the landlord offered appropriate compensation (£200 and £300 respectively). However, it found service…

The Ombudsman found maladministration by the landlord in how it dealt with the resident's reports of a neighbour feeding wildlife, as it incorrectly assumed the matter was resolved, failed to follow up reports over a…

The Ombudsman found maladministration by Clarion Housing Association in its response to a leaseholder's request for further information about her service charges. The landlord's explanations about repairs, building…

The Ombudsman found service failure in the landlord's handling of repairs to a communal lift, which repeatedly broke down and where the landlord failed to respond within its 24-hour emergency timescale on some occasions…

The Ombudsman found reasonable redress in the landlord's handling of concerns about staff conduct, as it appropriately investigated and offered £50 compensation for failing to provide more information in its stage 1…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of a roof leak, damp and mould and associated repairs, and in its handling of concerns about the condition of the windows, due…

The landlord failed to amend the resident's direct debit causing further arrears, provided inadequate support and insensitive handling, and mishandled the escalation of her complaint. However, it took proportionate…

The Ombudsman found maladministration by Clarion Housing Association in its handling of boiler repairs and its complaint handling. While the landlord acted reasonably in following its staff safety policy and arranging…

The Ombudsman found maladministration in the landlord's handling of repairs to the resident's property, including a roof leak, damp and mould, windows, back door and a hole in the wall, because it failed to complete…

The Ombudsman found service failure in the landlord's handling of a recurring damp and mould problem and the associated complaint. The landlord failed to demonstrate it followed its damp and mould policy in completing…

The Ombudsman found maladministration in the landlord's handling of the resident's request for tenancy sustainment support, reports of no smoke or CO alarm, and reports of unannounced visits, plus service failure in…

The Ombudsman found service failure in the landlord's handling of reports about a sewage leak and associated repairs, and in its handling of the resident's reimbursement for a temporary move. It found reasonable redress…

The Ombudsman found maladministration in the landlord's handling of damp and mould and associated repairs, due to avoidable delays, failure to follow its LCDM policy, and inability to evidence how it concluded rooms…

The Ombudsman found reasonable redress by the landlord in how it dealt with the resident's reports of a communal lift fault, a blocked bathroom drain, and the complaint. The landlord apologised for delays, took…

There was service failure in the landlord's handling of the resident's queries and concerns about her service charges, as its explanations did not fully address her queries and it gave inaccurate advice regarding the…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leaking toilet, which took 14 months to fully resolve due to delays in determining repair responsibility, a missed…

Service failure was found in the landlord's response to the resident's request for rent and service charge information. The landlord delayed providing service charge actuals, failed to obtain sufficient supporting…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of noise from the flat above, as it failed to deliver on commitments made in its stage 1 response (installing flooring and…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of noise nuisance, including failure to consider the full range of interventions, poor communication and record keeping, and…

The Ombudsman found maladministration in the landlord's handling of garden drainage issues and damage caused during garden repair works, service failure in its handling of communal land issues, and reasonable redress…

The Ombudsman found no maladministration in the landlord's handling of staff conduct concerns, reasonable redress for its handling of streetlight brightness and damp and mould reports, service failure in its handling of…

The landlord was found to have maladministration for its handling of a leak from the communal roof and associated repairs to the bathroom and hallway ceilings. The roof repair was completed 5 months after the initial…

The Ombudsman found no maladministration in the landlord's handling of leaks, damp and mould, and repairs to windows, a door and an extractor fan. It found reasonable redress for the landlord's handling of ASB reports…

The landlord was found responsible for maladministration in its handling of the resident's service charge queries due to delays in providing requested information and accounts, and for service failure in its complaint…

The landlord made a reasonable offer of redress which satisfactorily resolved the resident's complaint about its response to reports of damp and mould and its complaint handling. The landlord's decision not to carry out…

The Ombudsman found service failure in the landlord's handling of the resident's request to remove or repair the bedroom flooring, due to significant delay and failure to progress the repair, and reasonable redress in…

The landlord was found to have committed maladministration for repeatedly charging the resident a service charge when it had no right to do so, as the tenancy agreement made no provision for it and the VOA had not…

The Ombudsman found maladministration in the landlord's handling of reports of leaks, damp and mould, reasonable redress in its handling of a blocked sink, and service failure in its handling of the complaint. The…

The Ombudsman found reasonable redress in the landlord's offer of compensation for its handling of the resident's mutual exchange and in its handling of the associated complaint. The landlord identified its failings,…

The complaint about damp and mould was outside jurisdiction as it had not exhausted the landlord's complaints procedure. The landlord offered reasonable redress for its handling of damage to personal belongings and for…

The Ombudsman found service failure in the landlord's handling of drainage issues (with unreasonable delays and failure to follow through on commitments) and maladministration in its handling of damp in the kitchen…

The Ombudsman found reasonable redress in the landlord's response to ASB reports (with £100 offered for a missed closure letter), no maladministration in its handling of the CCTV request, and service failure in…

Maladministration found in the landlord's response to rat infestation reports (no timely effective action over 7 months) and in complaint handling (delays, failure to progress escalation, unanswered elements). Ordered…

The landlord was found to have maladministration in its response to the resident's reports of damp and mould, due to delays, inaction, misdiagnosis and lack of urgency given household vulnerabilities. The complaint…

The landlord made an offer of reasonable redress which resolved its failures in handling repairs and the associated complaint. It failed to follow through on repairs after a cyber-security incident lost jobs, and was…

The Ombudsman found reasonable redress in the landlord's handling of the resident's succession application and the associated complaint. While the landlord's succession decision aligned with its policy, there were…

The Ombudsman found reasonable redress in the landlord's handling of heating, hot water and shower repairs, where the landlord acknowledged failures and offered an appropriate remedy. It found maladministration in the…

Maladministration was found in the landlord's handling of damp, mould and excess cold due to repeated delays in inspections and repairs, missed appointments and a lack of learning from complaints. Service failure was…

The Ombudsman found the discrimination complaint outside jurisdiction (better dealt with by a court), service failure in the landlord's response to reports of cannabis use by neighbours (failure to advise on required…

The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of antisocial behaviour and the associated complaint. The landlord recognised its communication failures and delays, took…

Severe maladministration in response to leaks, damp and mould and the kitchen renewal request; maladministration in asbestos removal handling and complaint handling; reasonable redress for boiler repairs. A vulnerable…

The landlord was found responsible for service failure in handling property-related repairs (delays beyond its 28-day policy), maladministration in communal cleaning (poor contractor management and ~11 month delay to…

The Ombudsman found no maladministration in the landlord's administration of service charges for major works, concluding it correctly interpreted the shared ownership lease and complied with its section 20 consultation…

Maladministration in the landlord's response to damp and mould reports due to inconsistent surveys, delayed works and missed appointments leaving the household exposed for a protracted period. Service failure in…

The landlord took over six months to complete repairs to a bedroom window and over three months for a kitchen window, with poor communication, missed appointments and a lack of oversight, which the Ombudsman found to be…

The landlord failed to take further investigatory steps into the resident's reports that the heating system was not adequately heating the property, despite being aware of the household's vulnerabilities. It also failed…

The Ombudsman found service failure in the landlord's communication with the resident during its handling of recurring ASB, including repeated failures to provide updates, share the injunction order, and maintain…

The Ombudsman found maladministration in the landlord's handling of the resident's reports about cracks on an external wall, where repairs took over two years to complete and communication was poor. It found reasonable…

The landlord offered reasonable redress for minor communication failures in handling the resident's ASB reports between April and July 2023. There was no maladministration in its responses to requests to remove a…

The Ombudsman found reasonable redress in the landlord's response to the resident's request to be removed from her joint tenancy and liability for the associated arrears, and maladministration in its complaint handling,…

The Ombudsman found reasonable redress for the landlord's handling of heat pump efficiency concerns and the solar panel request, maladministration for its handling of cavity wall insulation concerns and its complaint…

The Ombudsman found maladministration in the landlord's handling of reports of boiler repairs and the resident's request for a boiler replacement, owing to an excessive (over 10-month) delay in completing repairs…

The Ombudsman found service failure in the landlord's handling of remedial redecoration works to the hallway, because its checks were inadequate and its communication could have been improved, and ordered a further £50.…

The Ombudsman found the parking allocation complaint outside jurisdiction (it re-raised matters already decided), maladministration in the landlord's handling of the resident's reports of a faulty shower (unreasonably…

The complaint concerned the landlord's handling of living room door and floor repairs, and its complaint handling. The Ombudsman found reasonable redress on both heads: the landlord acted reasonably, acknowledged delays…

The Ombudsman found maladministration in the landlord's handling of the resident's requests for service charge information under Section 22 of the Landlord and Tenant Act 1985, including delays and a failure to consider…

The Ombudsman found service failure in the landlord's handling of the resident's reports of ASB (failure to properly consider vulnerabilities and to update risk assessments for a 2-year period) and in its response to…

The Ombudsman found no maladministration in the landlord's handling of the adaptation and extension of the resident's new property, concluding the works were complex, some delay arose from the resident's requested…

The Ombudsman found maladministration in the landlord's handling of leaks, damp and mould, having failed to repair a leak for several months and to address damp and mould concerns for a substantial period despite a…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks and associated damp and mould, and maladministration in its complaint handling. The landlord failed to meaningfully…

The Ombudsman found no maladministration in the landlord's handling of building defects (fire safety and draught works), as the landlord was not responsible for the defects but communicated appropriately and recognised…

The Ombudsman found maladministration in the landlord's response to the resident's recurring drainage issues and handling of associated repairs, as it failed to fully address the detriment caused and did not evidence…

The Ombudsman found service failure in the landlord's handling of the resident's concerns about the back garden condition at let (prolonged delays in clearance works), maladministration in its handling of fencing…

The resident complained about the landlord's response to various repair issues following a legal disrepair claim. The Ombudsman did not investigate because the complaint is outside its jurisdiction, as a court had…

The landlord's handling of the resident's request for a pathway over the communal lawn (an adaptation to link his access ramp to the communal footpath) was marked by avoidable delays, poor communication and lack of…

The Ombudsman found maladministration in the landlord's handling of repairs to the resident's garden fence, which took almost a year (January to December 2024) against a 28-day policy timeframe, with delayed…

The Ombudsman found no maladministration in the landlord's handling of the resident's report that staff assisted the previous owner with a property sales form and failed to inform her about a neighbour's antisocial…

The Ombudsman found a service failure in the landlord's handling of adaptations: it delayed over a year in approving and completing bathroom and footpath adaptations, left the resident unable to bathe at home, and…

The Ombudsman found service failure in the landlord's handling of reported damp and mould (delays sourcing an alternative treatment without evidence of proactive steps or updates) and in its handling of pest proofing,…

There was maladministration in the landlord's handling of a request for loft insulation to be upgraded, as it failed to communicate appropriately, investigate the potential excess cold hazard, and consider the…

The Ombudsman found maladministration in the landlord's handling of the resident's report of uneven paving in the rear garden: it failed to take responsibility for the repair, did not address the resident's health and…

The Ombudsman found no maladministration in the landlord's response to the resident's complaint about a lack of investment in the estate, and no maladministration in its complaint handling. Although the landlord took 10…

The Ombudsman could not investigate the complaint about the suitability of the property (a housing allocation matter for the LGSCO), found reasonable redress by the landlord for the property's condition at the start of…

The Ombudsman found service failure in the landlord's handling of repairs to the communal lift (including an unreasonable delay in ordering the needed part and failure to respond to further reports) and service failure…

The Ombudsman found service failure in how the landlord handled the resident's reports of antisocial behaviour (poor communication, record-keeping failures, and no risk assessment or offer of support) and in its…

The Ombudsman found service failure in how the landlord responded to reports of damp and mould, as it did not evidence the basis of its decisions, give targeted advice, or assess whether the home was safe to live in. It…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks, damp and mould, and in its complaint handling. Two of three leaks remained outstanding at the time of investigation,…

The complaint concerned the landlord's handling of the resident's request for a breakdown of her service charge costs, which it failed to provide promptly. Following the Ombudsman's intervention, the landlord agreed to…

The Ombudsman found reasonable redress in the landlord's handling of communal door repairs, an overgrown oak tree, communication, and complaint handling. The landlord acknowledged its failures, offered £650 compensation…

The Ombudsman found service failure in the landlord's handling of reports of damp and mould (delays completing repairs to the gable wall that caused internal damp and mould) and service failure in its handling of the…

The complaint about the landlord's handling of repairs to a communal door was resolved with the Ombudsman's intervention. Following that intervention, the landlord agreed to pay £600 compensation (deducting any £200…

The landlord was responsible for maladministration in handling reports of antisocial behaviour, having relied on repeated warnings instead of escalating enforcement, failing to carry out risk assessments, and…

The Ombudsman found service failure in the landlord's handling of the resident's reports of various repairs (with issues such as damp and mould said to remain), and reasonable redress in its handling of the associated…

The Ombudsman found maladministration in the landlord's handling of repairs to address a roof leak and the replacement of a dormer window, due to avoidable delays, poor communication and a failure to address heat-loss…

The Ombudsman found maladministration in the landlord's handling of aids and adaptation recommendations and of various repairs and maintenance issues, and service failure in its complaint handling. It ordered the…

The Ombudsman found reasonable redress in the landlord's handling of leaks into the property and damage caused, and in its handling of the complaint, because the landlord acknowledged its failures and offered…

The Ombudsman found service failure in the landlord's handling of temporary accommodation payments, because it rigidly applied its decant policy and failed to exercise discretion or consider the resident's medical needs…

The Ombudsman found service failure in the landlord's communication with the resident about a large volume of repairs and remedial works (no single point of contact, unclear/contradictory information, missed call backs…

The Ombudsman found service failure in the landlord's response to the resident's reports of snagging issues and defects in his new build flat, and in its complaint handling, but no maladministration in its response to…

The Ombudsman found the landlord's handling of the resident's ASB reports and the associated complaint amounted to reasonable redress: it mostly acted in line with its ASB policy but had some failings (in October 2023…

The Ombudsman found no maladministration in the landlord's handling of ASB allegations against the resident or his asbestos concerns, but found service failure in its handling of a reported kitchen socket/oven repair…

The landlord delayed for several years before completing repairs to a rotting retaining fence in the resident's garden, and its communication was poor. There was maladministration in the repairs handling; the landlord's…

There was maladministration in the landlord's handling of reports of antisocial behaviour due to failure to investigate reports relating to one neighbour, failure to carry out a risk assessment, and a considerable delay…

There was maladministration in the landlord's response to damp and mould at the property, and service failure in its handling of the associated complaint. The landlord failed to take a holistic view, had communication…

The landlord delayed agreed actions and failed to resolve long-standing condensation, damp and mould, delayed repairs to damaged plaster and failed to complete follow-on works, and failed to monitor actions from its…

The Ombudsman found service failure in the landlord's handling of the resident's fire safety concerns: it managed the automatic opening vent (AOV) repairs and its managing agent relationship effectively, but failed to…

The Ombudsman found reasonable redress in the landlord's handling of the resident's service charge queries and information requests, and service failure in its handling of concerns about it writing to the flat address…

The Ombudsman found the resident's complaint about the reasonableness of the service charge and level of increase from April 2023 outside its jurisdiction. It found maladministration in the landlord's responses to the…

The Ombudsman found service failure in the landlord's response to missed gas safety check appointments, as the compensation it calculated during its complaints process was lower than its own policy required and did not…

The resident complained that he paid higher service charges than neighbours with similar or larger properties, and about the landlord's complaint handling. The Ombudsman found no maladministration on either head: the…

The Ombudsman found reasonable redress on all three complaint heads: the landlord acted in line with its grounds maintenance specification in cutting back the shrub and appropriately apologised for confusing…

The complaint concerned the landlord's response to the resident's request to update her car parking permit (issued by a third-party parking management company) and its handling of the complaint. The Ombudsman found…

The Ombudsman found reasonable redress in the landlord's handling of the resident's ASB reports (it gave an appropriate response given the neighbour was a freeholder and offered proportionate compensation), no…

The Ombudsman found maladministration in the landlord's handling of damp and mould and in its handling of the resident's housing arrangements, and service failure in its handling of the complaint. It ordered a written…

The complaint about the landlord's response to the resident's concerns about the safety of loft insulation was resolved with intervention. The landlord had already apologised, paid £1,345 compensation and completed the…

The Ombudsman found maladministration in the landlord's handling of repairs to the heating system and of reports of damp and mould, and service failure in its handling of reports of cracks in the wall, its response to…

The landlord's handling of the resident's request to relocate a storage heater amounted to reasonable redress, as it relied on professional advice, offered reasonable alternatives and offered compensation for a…

The Ombudsman found maladministration in the landlord's handling of the resident's report of damp and mould in the loft (delays, poor updates, unexplained changes to the remedy, and record-keeping failures) and in its…

The landlord was found responsible for service failure in its response to reports of water ingress, as poor record keeping and delayed investigations meant it could not show it explored all potential sources of the leak…

The Ombudsman found reasonable redress in the landlord's handling of queries about actual service charges for 2021 to 2022, and service failure in its handling of service charge arrears and its complaint handling. It…

The Ombudsman found service failure in the landlord's handling of the resident's requests for an explanation of the service charge: it delayed responding and did not provide the level of detail requested, nor explain…

The Ombudsman found maladministration in the landlord's response to a window repair and to a pest infestation, and service failure in its complaint handling. The landlord failed to respond to the window repair within…

The Ombudsman found maladministration in the landlord's response to the resident's reports of antisocial behaviour, including a failure to carry out a risk assessment, and reasonable redress in its handling of the…

The landlord delayed completing repairs to the resident's external wall for almost 21 months, contrary to its 28-day policy timeframe, and failed to communicate appropriately, constituting service failure. Its complaint…

The Ombudsman found reasonable redress in the landlord's handling of a leak (dependent on payment of a £4,900 offer), maladministration in its handling of damp and mould, the lift repairs, and a request to be re-housed,…

The Ombudsman found maladministration in the landlord's handling of repairs after a burst pipe and service failure in its complaint handling, while the initial response to the burst pipe and the handling of the…

The Ombudsman found maladministration in the landlord's handling of repairs, service failure in its response to the resident's request for reimbursement of fencing costs, and reasonable redress in its complaint…

The complaint concerned how the landlord handled a service charge query (about a higher sinking fund payment than neighbours) and the resident's complaint. The Ombudsman found reasonable redress on both: the landlord…

The Ombudsman found service failure in the landlord's handling of external repairs (rebuilding a garden brick pillar and render works), citing delays, poor record-keeping, failure to keep the resident updated, failure…

The landlord handled the resident's request for a disabled parking bay appropriately, and there was no maladministration in its handling of concerns about the bay's location. It offered reasonable redress for a delay in…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of pest activity and associated repairs, due to uncertainty about required pest-proofing works, poor record-keeping, and delays…

The Ombudsman found maladministration in how the landlord handled the resident's management transfer (failure to consider measures to mitigate ongoing risk during the delay), and service failure in its handling of…

The Ombudsman found maladministration in the landlord's handling of the void standard of the property and associated repairs, as the property did not meet lettable standard at the start of the tenancy, repairs took an…

There was maladministration in the landlord's response to the resident's service charge queries due to its failure to provide requested service charge invoices and lack of communication. The landlord made a reasonable…

The Ombudsman found service failure in the landlord's handling of repairs to a leaking kitchen tap, its response to concerns about faulty/missing smoke alarms, and its complaint handling; reasonable redress in its…

The Ombudsman found maladministration in the landlord's handling of compensation for the loss of heating (it wrongly treated the repair as complete in December 2023, leaving the resident without reliable heating for 65…

The Ombudsman found reasonable redress in the landlord's handling of repairs and reports of subsidence, as the £1000 compensation it had offered was proportionate and fair, and it was entitled to rely on a qualified…

The complaint about the landlord's handling of a leaseholder's request for information about keys given to him was resolved with the Ombudsman's intervention. Following intervention, the landlord agreed to pay £200…

The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of leaks (delays completing follow-on works after repairs) and in its complaint handling (late responses at both stages), and…

The landlord identified failings in its handling of the resident's ASB reports and its complaint handling, and offered £3,350 in compensation to remedy them. The Ombudsman found reasonable redress on both heads, made no…

The Ombudsman found maladministration in the landlord's handling of a bathroom leak and associated repairs, which it delayed in resolving, and service failure in its complaint handling. The landlord had offered…

The landlord's refusal of the resident's request for major adaptations was consistent with its aids and adaptations policy, but there were two 2-month delays: failing to offer rehousing information after the refusal,…

The Ombudsman found no maladministration in the landlord's handling of the resident's management transfer (a move requested due to ASB), as the timescales were outside the landlord's control and it appropriately…

The Ombudsman found reasonable redress in the landlord's response to the resident's service charge concerns (it acknowledged a delay, apologised and offered fair compensation, and reviewed and explained the charges),…

The landlord failed to complete reported communal repairs within its policy timescales, had poor oversight and record keeping, gave unclear and frequently missed target dates, and communicated poorly, with most repairs…

The Ombudsman found service failure in the landlord's response to damp and mould and window repairs, due to unreasonable delays in arranging a survey and completing works, failure to consider the resident's…

The Ombudsman found service failure in the landlord's handling of the resident's concerns about fire safety remedial works and the buyback process, including failure to respond to queries, poor record keeping and…

The Ombudsman found service failure in the landlord's response to reports about the condition and safety of the resident's back garden: despite agreeing to carry out discretionary works because of the resident's…

The Ombudsman found service failure in the landlord's handling of reports of ASB (it told the resident an external survey would be completed "in the next few weeks" but then failed to proactively update her when it was…

The Ombudsman found reasonable redress in the landlord's handling of the resident's management transfer application, where an administration error delayed the referral by three months and communication fell below a…

The Ombudsman found no maladministration in the landlord's response to concerns about the communal heating and hot water system, which it handled in line with its policy after a leak. It found reasonable redress in the…

The Ombudsman found maladministration in the landlord's response to window repairs due to unreasonable delays in replacing a rear bedroom window that was not compliant with building regulations for fire safety, and poor…

The Ombudsman found service failure in the landlord's handling of antisocial behaviour (ASB), including a failure to consider completing a risk assessment and delays in gathering noise evidence and offering support to a…

Maladministration was found in the landlord's handling of a persistent leak, which it delayed over a year to resolve after promising window replacement and balcony works in October 2023, with poor record-keeping and…

The Ombudsman found maladministration in the landlord's handling of complex repairs to the resident's property, which remained outstanding more than 2 years after being reported. The landlord's complaint handling was…

The Ombudsman found reasonable redress in how the landlord handled the resident's reports of damp and mould and associated repairs, and in its handling of the complaint. The landlord recognised its failings, apologised,…

The Ombudsman found maladministration in the landlord's handling of multiple repairs and of damp and mould, and service failure in its handling of asbestos concerns. The complaint about staff conduct was outside…

The complaint concerned the landlord's response to the resident's service charge concerns, including whether costs were reasonable, how they were divided, whether services were necessary and whether there was clear…

The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of door and window issues (resolved after six years, with an apology and a proportionate £2,650 offer) and in its complaint…

The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports (with repairs taking too long and the issue unresolved through the complaint process), in its response to service…

The Ombudsman found maladministration in the landlord's response to the resident's report of a leak into her bathroom, citing unreasonable delay in resolving the leak, communication failures, failure to demonstrate…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of hot water temperature and immersion heater issues, and service failure in its handling of the associated complaint. The…

The Ombudsman found service failure in the landlord's response to the resident's requests for information about the service charge, as it took over two months to reply to the queries and offered compensation that was…

The Ombudsman did not investigate the resident's claim that the new parking scheme breached the lease, as lease interpretation is better dealt with by a court. It found service failure in the landlord's communication…

The Ombudsman found maladministration in the landlord's handling of kitchen repairs, which remained unresolved 22 months after being raised, with the landlord exceeding its repairs timescales, failing to act on…

The Ombudsman found maladministration in the landlord's handling of repairs to the resident's hot water supply. Although the landlord attended within its emergency timescales and resolved the fault, it did not fully…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of water ingress (delays in inspections and repairs, poor record-keeping and failure to follow through on commitments) and…

The resident complained about the condition of the property when she moved in, including a slippery patio, a missing bedroom radiator and radiator valves, chicken wire and overgrown grass in the garden. The Ombudsman…

The Ombudsman found maladministration in the landlord's handling of leaks causing damage to the resident's bedroom floor, with significant and ongoing delays to both the leak repair and the promised floor repairs,…

The Ombudsman found no maladministration in the landlord's response to the resident's concerns about staff conduct, as its decision was evidence-based and it reasonably relied on its records and the contractor's records…

The landlord acknowledged failings in handling the resident's reports of anti-social behaviour (incorrectly closing the ASB case and delaying acknowledgement of further evidence) and offered £500, plus £50 for…

The complaint concerned the landlord's handling of a report of a soot-like substance throughout the property and its complaint handling. The Ombudsman found reasonable redress on the substance investigation (the…

The Ombudsman found reasonable redress in the landlord's handling of the resident's requests for rehousing due to her disabilities, taking account of the £50 it offered for an accepted failure in its advice and support…

The Ombudsman found service failure in the landlord's handling of repairs to a brick storage shed, having delayed progressing the works (including a late referral to its major works team) and failed to manage the…

The Ombudsman found maladministration in the landlord's handling of reports of damp and mould and associated repairs, ordering an additional £600 (total £1,215 including amounts previously offered). It found reasonable…

The Ombudsman found reasonable redress for the landlord's handling of a gas safety check and its contractor's conduct, the resident's requests for a replacement fence, designated parking space and bin store, and…

Severe maladministration was found in the landlord's handling of the resident's reports of loss of heating and hot water and its decision not to replace all radiators, due to delayed responses, failure to apply its…

The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports (delayed response and failure to meaningfully investigate her communication concerns) and in its handling of her management…

The Ombudsman found maladministration in the landlord's handling of a tenancy succession application (considerable delay, rent arrears letters in the late tenant's name, and incorrect information given to the DWP) and…

The Ombudsman found the landlord offered reasonable redress for its handling of the resident's reports of inappropriate staff conduct in its contact centre and of the associated complaints. Where it identified failings…

The Ombudsman found maladministration in both the landlord's handling of the resident's reports of heating and hot water issues (which took over four months to resolve, with miscalculated loss-of-amenity compensation)…

The Ombudsman found service failure in the landlord's response to the resident's reports of a leak, primarily because its stage 1 complaint response contained inaccuracies and it failed to advise the resident how to…

The Ombudsman found service failure in the landlord's handling of roof leaks and associated mould, and maladministration in its complaint handling. The landlord was ordered to pay £3,050, apologise, agree suitable…

The Ombudsman found maladministration in the landlord's handling of repairs to the communal entrance fire doors and in its record keeping, and service failure in its handling of the intercom repair, a contractor staff…

The complaint concerned the landlord's response to reports of damp and mould (which had returned in December 2021) and its complaint handling. The Ombudsman found the landlord failed to complete repairs and resolve the…

The complaint concerned the landlord's handling of damp and mould in the resident's property. The Ombudsman found the landlord offered reasonable redress: it acknowledged and apologised for its delays and poor…

The complaint concerned the landlord's handling of the resident's reports of damp and mould. The Ombudsman determined the complaint was not within its jurisdiction under paragraph 41.c of the Housing Ombudsman Scheme,…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of bed bugs: while it reasonably carried out treatment, it failed to proactively monitor whether treatment worked and missed…

The Ombudsman found maladministration in the landlord's handling of repairs both before and after letting the property, including delays to heating repairs, poor record keeping, and failure to complete void works.…

The Ombudsman found maladministration in the landlord's handling of the resident's rehousing requests, because it missed opportunities to explore her rehousing options (including a possible temporary move during the…

The Ombudsman found maladministration in the landlord's handling of repairs to the resident's windows, owing to unreasonable delays, poor communication, a failure to carry out interim repairs and a lack of consideration…

The complaint concerned the landlord's section 20 consultation for replacement windows, its response to the resident's concerns about the works and costs, and its complaint handling. The Ombudsman found the validity of…

The Ombudsman found no maladministration in the landlord's handling of the resident's request to adapt a communal pathway, but found service failure in its response to reports about a neighbour's garden, the standard of…

The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of a leak from a neighbouring property, and in its complaint handling. Although the landlord's electrician attended outside its…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour and the associated transfer request (it failed to revisit the transfer decision after police raised…

The Ombudsman found service failure in the landlord's handling of the resident's antisocial behaviour reports: it took steps to investigate in line with policy but did not complete all actions it committed to in its…

The landlord was found to have maladministered its handling of the resident's reports of damage to the garden steps and of subsidence in the garden, including significant delays in completing repairs and a failure to…

The Ombudsman found the landlord's handling of the resident's request for an intercom system was resolved with its intervention, with the landlord agreeing to fund the full installation cost and offering £500. It also…

The Ombudsman found service failure in the landlord's handling of the resident's concerns about the security of the communal bike store, because while it completed the repair within policy timescales it failed to…

The Ombudsman found maladministration in the landlord's response to the resident's reports of flooding (sewage backflow) in the property. The landlord failed to evidence how it assessed the property's condition and…

The Ombudsman found reasonable redress in the landlord's response to the resident's communication and reasonable adjustment request, no maladministration in its handling of concerns about the neighbourhood response…

The Ombudsman found maladministration in the landlord's handling of window condition reports and a replacement request, but reasonable redress on complaint handling since the landlord had already offered redress,…

The Ombudsman found that the landlord made reasonable redress for its failures in handling the resident's reports of ASB from her neighbour, including delays in progressing the ASB case, record keeping failures, and…

The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about being treated less favourably regarding a parking permit, because its explanations were clear despite not explicitly…

The Ombudsman found the landlord's apology and £400 compensation amounted to reasonable redress for failings in communication and the suitability of temporary accommodation during a decant, having identified the…

The Ombudsman found service failure in the landlord's response to the resident's concerns about the standard and frequency of communal cleaning. It identified additional failings beyond those the landlord had already…

The Ombudsman found reasonable redress in the landlord's handling of reports of no heating and hot water and a leak: the landlord responded promptly and completed repairs within policy timescales, though some record…

The Ombudsman found maladministration in the landlord's handling of the resident's noise (ASB) reports and in its complaint handling. It ordered a total payment of £700, a written apology, a fresh two-person noise…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour, including failure to complete a risk assessment, lack of empathy, delayed action, poor communication…

The Ombudsman found that the landlord's offer of £1,950 compensation constituted reasonable redress for its delayed and inadequate response to the resident's reports of damp and mould in his shared-ownership property,…

The Ombudsman found reasonable redress in the landlord's response to the resident about the letting condition and her repairs reports. The landlord did not follow its voids standard before letting (leaving a shed and…

The Ombudsman found the landlord made an offer of reasonable redress on all three complaint heads: its handling of structural issues with an external wall, its handling of damp and mould and repair of associated leaks,…

Service failure was found in the landlord's response to the resident's concerns about works completed in 2019 due to an unnecessary delay of 11 months in clarifying the works were linked to a Section 20 charge, which…

The Ombudsman found no maladministration in the landlord's handling of the resident's service charge account or concerns about communal cleaning. However, the landlord's complaint handling was delayed (stage 1…

The Ombudsman found maladministration in the landlord's response to reports of damp and mould, as it did not fully consider all possible causes (including an operative's observation about the bedroom wall) and did not…

The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould, owing to repeated failures, duplication and delays between the first report in November 2022 and completion…

The complaint concerned the landlord's removal and disposal of the resident's belongings from the loft space following a fire risk assessment at the block. The Ombudsman was satisfied the landlord's action following…

The Ombudsman found maladministration in the landlord's handling of the resident's concerns about rodents coming into her home, and reasonable redress for its handling of her concerns about the size of her child's…

The Ombudsman found the landlord's handling of the leak from above, subsequent repairs, the stay in temporary accommodation and the request for compensation amounted to reasonable redress, including a service failure…

The Ombudsman found service failure in the landlord's handling of a temporary move following a rat infestation (its internal compensation was broadly sufficient but it overlooked some adverse impacts), maladministration…

The Ombudsman found service failure in the landlord's handling of reports of overgrown trees in a neighbouring garden (missed inspection appointment, inadequate communication and missed opportunities to manage…

The Ombudsman found service failure in the landlord's response to the resident's service charge query due to inconsistent and incomplete communication, ordering £250 compensation. It found the landlord's offer of £400…

Maladministration found in the landlord's handling of temporary accommodation following a leak, including failure to properly investigate a reported gas leak/smell, unreasonable delay responding to damp and mould…

The Ombudsman found the landlord offered reasonable redress for its handling of the resident's ASB reports and the associated complaints, but found service failure in its handling of the resident's reports of…

The Ombudsman found maladministration in the landlord's handling of repairs to the windows, doors, extractor fan, exterior wall and garden, largely because of poor record keeping and a failure to assess its repair…

The landlord's handling of the planned works and its response to concerns about the contractor's staff was reasonably resolved by its £300 offer of redress, and its complaint handling was reasonably resolved by a £200…

The landlord acted appropriately and within a reasonable timeframe to resolve a garden leak, and its offer of £100 compensation for communication delays was reasonable redress. However, there was service failure in the…

The Ombudsman found maladministration in the landlord's response to reports of broken communal entrance doors and associated ASB, and service failure in its complaint handling and record keeping. The landlord was…

The Ombudsman found no maladministration in the landlord's handling of the resident's request for a new kitchen, bathroom and windows, but maladministration in its handling of kitchen repairs, its handling of damp and…

The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould, including significant delays, mixed messages, failure to pursue the developer, and a failure to fully…

The Ombudsman found maladministration in the landlord's handling of the resident's concerns about the structural safety of the property (subsidence), as it failed to carry out a risk assessment, delayed a structural…

The Ombudsman found no maladministration in the landlord's handling of the resident's reports of antisocial behaviour, as it acted promptly, in line with its policy and worked with other agencies. It found service…

Severe maladministration found in the landlord's handling of the resident's concerns about water quality at the property, involving repeated ineffective repairs, delayed water testing (133 weeks after first report),…

The Ombudsman found maladministration in the landlord's handling of the resident's concerns about the conduct of contractors and about repairs and damp and mould, and service failure in its handling of asbestos…

The Ombudsman found maladministration in the landlord's handling of reports of leaks, damp and mould, and service failure in its responses to the resident's request to relocate the boiler, to change the primary name on…

The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould and maladministration in its complaint handling. It ordered the landlord to apologise, pay £950 total…

The Ombudsman found service failure in the landlord's response to a damp and mould problem and related repairs. It found clear delays in completing repairs and that the landlord failed to identify, during the complaints…

Clarion Housing Association was found to have maladministrated in its handling of the resident's reports of damp and mould (confusing communication about the rendering, delays in completing the re-rendering, and a…

The Ombudsman found no maladministration in the landlord's response to reports of damaged paving in a communal area, service failure in its response to cleaning and grounds maintenance concerns, and reasonable redress…

The Ombudsman found severe maladministration in the landlord's handling of the resident's request for adaptations, which took from an OT referral in February 2023 until completion in March 2025, leaving the disabled…

The Ombudsman found the landlord offered reasonable redress for its handling of repairs to the resident's balcony door and for its complaint handling. The landlord delayed securing and replacing the unsecured external…

The Ombudsman found no maladministration in the landlord's handling of reports of a bed bug infestation: it acted quickly with treatment, arranged monitoring of the block and considered further treatment, and its…

The Ombudsman found maladministration in the landlord's handling of the resident's request for adaptations to her property, because it gave no meaningful, personalised updates over a six-month period while arranging an…

The Ombudsman found maladministration in the landlord's handling of the resident's concern that cavity wall insulation had collapsed, causing heat loss and high energy bills: the landlord repeatedly inspected the same…

The Ombudsman found maladministration in the landlord's handling of reports of leaks, damp and mould, and of the reported subsidence to the kitchen floor. It found service failure in the landlord's handling of the bath…

The Ombudsman found the landlord offered reasonable redress for its communication about service charge payments, no maladministration in its handling of the live chat facility, and service failure in its complaint…

The complaint concerned the landlord's decision to grant tenancy succession to the complainant's brother following their father's death, and its handling of the complainant's concerns about this. The Ombudsman…

The Ombudsman found maladministration in the landlord's response to reports of heat loss: it failed to act on the heat loss survey's recommendations, kept inadequate records, did not assess the property's temperature or…

The Ombudsman found maladministration by the landlord in its handling of the resident's request for information on how the service charge is calculated, due to repeated delays, failure to liaise with the managing agent,…

The Ombudsman found maladministration in the landlord's handling of reports of asbestos, damp and mould, including significant and prolonged delays in mould treatment and asbestos removal, a failure to act on a reported…

The complaint concerned a leaseholder's service charge increase and administration, the landlord's response to concerns about the managing agent, requests for block improvements and for evidence of works covered by the…

The Ombudsman found maladministration in the landlord's handling of a leak from the resident's wet room and a leak in the hallway — the wet room leak remained unresolved over a year after it was reported — and ordered…

The Ombudsman found maladministration in the landlord's handling of repairs following a burst water pipe, due to an approximately 20-month delay, repeated failures to meet target dates, and a prolonged decant into…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould (delays, lack of communication and no clear explanation of the underlying causes), service failure in its…

The Ombudsman found service failure in the landlord's communication and support around storage of the resident's belongings during a temporary decant, and service failure in its complaint handling (delays and lack of…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak and the associated decant for repairs, and in its complaint handling. The landlord was ordered to apologise and pay…

The Ombudsman found the landlord's application of the lease regarding exclusive parking and EV charging, and the level of the EV charging charge, fell outside its jurisdiction (paragraphs 42.f and 42.d). It found…

The Ombudsman found reasonable redress in the landlord's handling of the resident's service charge concerns and associated complaint. It found the landlord's compensation offers (£200 and £100) reasonable and in line…

The Ombudsman found maladministration in the landlord's handling of repairs to put right water-leak damage and in its handling of the associated complaint. The leak took around seven months to resolve, internal repairs…

The Ombudsman found service failure in the landlord's handling of the resident's reports of noise nuisance. The landlord failed to take prompt and effective action to resolve the noise problem, which remained unresolved…

The Ombudsman found maladministration in the landlord's response to the resident's service charge queries (delays and lack of transparency/evidence in addressing them) and in its response to reports of poor cleaning of…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of draughts through gaps around her front door, due to poor record-keeping, ineffective and inconsistent handling, failure to…

The leaseholder complained about the landlord's handling of his service charge queries and its complaint handling. The Ombudsman found the landlord generally addressed and resolved the service charge queries, and…

The Ombudsman found no maladministration in the landlord's handling of concerns about the condition of communal areas (smells and items left there), as its inspections and proportionate action were reasonable. However,…

The Ombudsman found service failure in the landlord's handling of major works to communal stairwells (a significant delay of at least 7 months, poor communication from June 2023 and unaddressed cleanliness concerns) and…

The complaint concerns the landlord's response to the resident's reports of rodents in the property. The Ombudsman found reasonable redress: the landlord acknowledged at stage 2 that the full scope of proofing works was…

The Ombudsman found no maladministration in the landlord's handling of the resident's management transfer request, as the landlord reasonably applied its policy requiring written police confirmation of a serious risk of…

The resident complained about the landlord's refusal to replace the door and frame on an external alcove, and about the landlord's complaint handling and offer of redress. The Ombudsman found no maladministration in the…

The Ombudsman found reasonable redress on both the landlord's handling of bathroom works and its complaint handling. There were failures in communication and delays in ordering the works and responding to reported…

A leaseholder complained about a service charge refund, lack of service provision, window and front door repairs, damp and mould, and a loss of gas to the property, along with the landlord's complaint handling. The…

The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports and in its complaint handling, ordering £1,600 compensation plus an apology. The complaint about the condition of…

The complaint concerned the landlord's decision not to replace all the subfloor tiling in the resident's home. The Ombudsman found no maladministration: the landlord acted reasonably by inspecting the flooring and…

The Ombudsman found no maladministration in the landlord's handling of reports of a pest (cockroach) infestation, and reasonable redress in its handling of reports of damp and mould and of the resident's complaint. The…

The Ombudsman found maladministration in the landlord's response to reports of an uneven bathroom floor (a slip hazard that took over 14 months to resolve) and in its record keeping, and service failure in its complaint…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, given significant and repeated delays to the chimney/roofing and extractor fan works, no comprehensive risk…

The Ombudsman determined that the resident's complaint about the landlord's handling of reports of a water leak, and the associated complaint, was not within its jurisdiction because the matters were the subject of…

Clarion Housing Association was found to have maladministrated in its handling of a resident's reports of a leak, the temporary move (decant), and the associated complaint, but there was no maladministration in its…

The Ombudsman found service failure in the landlord's handling of a bathroom leak (the contractor failed to tighten the waste pipe and a job was not logged, causing delay), and no maladministration in how it handled the…

The Ombudsman found maladministration in the landlord's handling of the resident's concerns about the condition of his garden and fencing, and service failure in its handling of reports of a rodent infestation, ordering…

The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports (no audit trail, failure to show it acted in line with its ASB policy), and service failure in its handling of loss of…

The Ombudsman found maladministration in the landlord's handling of lift repairs and in its response to the resident's reports of damp and mould; service failure in its response to the request to be rehoused and to the…

The resident complained about the landlord's decision to credit a compensation payment to his rent account. The Ombudsman determined the complaint was not within its jurisdiction under paragraph 42.a of the Scheme, as…

The Ombudsman found no maladministration in the landlord's handling of reports of a hole in the roof (the repair was not an emergency and was attended within non-emergency timescales) or in its response on communication…

The Ombudsman found the landlord offered redress which satisfactorily resolved its handling of the resident's concerns about his rent account. The landlord had incorrectly continued taking water-rate deductions from the…

The Ombudsman found service failure in the landlord's handling of damp and mould and the subsequent damage, and in its handling of the complaint, and reasonable redress in its handling of the resident's decant. The…

The Ombudsman found service failure in the landlord's handling of reports about a pest control problem, pest proofing and remedial repairs, and maladministration in its response to the resident's reports that she could…

The complaint concerned the landlord's handling of the resident's reports of anti-social behaviour. Following the Ombudsman's intervention, the landlord offered £200 compensation, which the resident accepted, and the…

The Ombudsman found service failure in the landlord's handling of the resident's concerns about contractors' conduct and in its handling of repairs for contractor-caused damage, and maladministration in its handling of…

The Ombudsman found that the landlord's £350 total compensation offer, covering service charge billing errors and complaint handling delays including a five-month delayed stage 2 response, amounted to reasonable redress…

The Ombudsman found service failure in the landlord's handling of the resident's reports of kitchen disrepair following a leak (failing to meet its emergency repair timescales, repeat visits, inadequate record keeping…

The Ombudsman found maladministration in the landlord's handling of repairs (damp and mould, kitchen floor damage, front door repairs and communal wall damage), which took excessive time, involved repeated…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB from a neighbour (it failed to evidence attempts to contact the alleged perpetrator, did not complete a risk assessment…

The Ombudsman found maladministration in the landlord's handling of the resident's antisocial behaviour (ASB) reports, due to a lack of communication, empathy and support, and ordered £600 compensation. It found…

The Ombudsman found service failure in the landlord's response to the resident's reports about heat loss and about damp and mould and delays with the 'surveyor cubes', but no maladministration in its response to the…

The Ombudsman found service failure in the landlord's response to the resident's reports of a rodent infestation and service failure in its response to the resident's request to be moved. The landlord was ordered to pay…

The Ombudsman found maladministration in the landlord's handling of the damp and mould works (it did not complete the decant works to a satisfactory standard and then delayed completing outstanding repairs for several…

The Ombudsman found maladministration in the landlord's handling of allegations of ASB made about the resident and her concerns about information used by its officer, because it failed to verify the information it…

The Ombudsman found service failure in the landlord's handling of the resident's antisocial behaviour reports, because it did not carry out risk assessments, which delayed offers of support. It also found service…

The Ombudsman found no maladministration in the landlord's handling of the resident's report that he did not receive £150 compensation from a previous complaint, service failure in its handling of his reports of…

The Ombudsman found no maladministration in the landlord's handling of the resident's concern that a recording device was installed in his bathroom, as it took the report seriously, liaised with the police and could not…

The Ombudsman found service failure in the landlord's handling of compensation following a complaint, as it repeatedly told the resident she was in arrears due to a miscalculation, chased her for arrears causing…

The Ombudsman found maladministration in the landlord's handling of a leaseholder's reports of defects, citing an inadequately explained ASB case closure, unreasonable delays installing CCTV and additional security at a…

The Ombudsman found maladministration by Clarion Housing Association for its handling of repairs to a communal front entrance door that was faulty and insecure for over 2 years, causing distress and security concerns.…

The Ombudsman found maladministration in the landlord's handling of the resident's request for aids and adaptations, citing prolonged delays, poor communication, failure to follow its policy and ineffective working…

The Ombudsman found service failure in the landlord's handling of the resident's reports of a carbon monoxide leak from the boiler: while it attended within its emergency timescales and completed repairs, it failed to…

The Ombudsman found the landlord made an offer of reasonable redress for its handling of the resident's hot water and heating repairs: it failed to promptly repair the immersion heater and boiler (leaving the resident…

The landlord was found to have maladministration in its handling of a recurring leak and follow-on ceiling repairs, which were delayed outside published timescales leaving the resident with an incomplete bathroom…

The Ombudsman found maladministration in the landlord's handling of reports of nuisance caused by carers visiting a neighbouring flat, maladministration in its handling of boiler repairs, and maladministration in its…

The Ombudsman found maladministration across all heads of complaint: the landlord's handling of repairs (kitchen, living room, bathroom), roof repairs and associated damp and mould, asbestos in the ceilings, heating and…

The Ombudsman found service failure in the landlord's handling of the resident's reports of an insect infestation (14-month delay), its request for support with rent arrears, and its complaint handling, and…

The Ombudsman found maladministration in the landlord's response to the resident's requests for adaptations and repairs (delays to works it had agreed to carry out as a gesture of goodwill, and failure to consider her…

The Ombudsman found maladministration in the landlord's handling of repairs to a communal security door, which took around 14 months to fix and was repeatedly vandalised without the landlord taking effective preventive…

The Ombudsman found no maladministration in the landlord's handling of damp and mould, the loft insulation request, blown windows, a trip hazard, jet washing the external front, and the driveway request. It found…

The Ombudsman found no maladministration in the landlord's handling of the termination of the tenancy and the resulting rent arrears, as the landlord was not responsible for the termination delay and communicated…

The Ombudsman found severe maladministration in the landlord's handling of long-running damp and mould affecting a child with asthma, citing failed risk assessments, no consideration of decanting, and prolonged delays,…

The Ombudsman found severe maladministration in the landlord's handling of reports of damp and mould and the associated repairs, where a broken gutter and a bathroom ceiling leak went unaddressed for over three years…

The Ombudsman found reasonable redress in the landlord's handling of the theft of the resident's belongings from his van, and service failure in its handling of the request for CCTV footage, the repairs to the CCTV and…

The Ombudsman found maladministration in the landlord's handling of reports of a roof leak and the excessive time taken to remove scaffolding so repairs could be carried out, including failures in record keeping and…

The Ombudsman found reasonable redress in the landlord's handling of toilet repairs and its complaint handling, recommending it pay £174 already offered plus £50 for complaint handling if outstanding.

The Ombudsman found reasonable redress in the landlord's handling of a compensation payment from a previous complaint, which was paid around 8 months late after repeated chasing. It found maladministration in the…

The Ombudsman found service failure in the landlord's handling of the resident's management transfer request: it failed to respond to the appeal within the timescale set out in its policy and omitted to contact relevant…

The Ombudsman found reasonable redress in the landlord's handling of a shared owner's service charge queries and the associated formal complaint. The landlord identified and corrected service charge overcharges (door…

The Ombudsman found no maladministration in the landlord's handling of the resident's heating repairs (assessed only from November 2021), as it made reasonable attempts to progress the works and delays were largely…

The Ombudsman found maladministration in the landlord's response to a roof leak (6-month delay, poor communication), maladministration in its response to the resident's request for property information during a sale…

The Ombudsman found a service failure in the landlord's handling of information relating to the resident, as incorrect ASB and poor payment history markers remained on the account despite the landlord agreeing to remove…

The Ombudsman found maladministration in the landlord's handling of reports of damp and mould, issues with heating, issues with the windows, and its record keeping. The landlord failed to assess risk to a vulnerable…

The Ombudsman found severe maladministration in the landlord's handling of the resident's window repairs, which took five years to complete and involved poor record keeping and repeated, prolonged delays. It found…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB (poor communication, inadequate record-keeping and failure to complete a risk assessment/action plan), service failure in…

The Ombudsman found the landlord's handling of the resident's request to be refunded fence repair costs to be service failure, and maladministration in its handling of the resident's window repair and mould reports and…

The complaint concerned the landlord's response to a shared-ownership leaseholder's concerns about service charges, including being charged for communal/estate maintenance he said he did not receive. The Ombudsman found…

The Ombudsman found service failure in Clarion Housing Association's handling of a shared owner's reports about communal repairs (including communal lighting and fencing) and standards of grounds maintenance and…

The resident complained that the landlord disclosed their personal data to third parties, mishandled their ASB case, and mishandled their complaint. The Ombudsman found the data disclosure complaint outside jurisdiction…

The Ombudsman found service failure in the landlord's response to the resident about damp, mould and leaks, and in its response about alternative accommodation. The landlord was ordered to pay £250 compensation and to…

The Ombudsman found maladministration in the landlord's handling of the resident's reports about the standard of workmanship and repairs to the bathroom and kitchen, and in its handling of the complaint and level of…

The Ombudsman found maladministration in the landlord's provision of a reference to a prospective landlord (it disclosed an unproven noise complaint without context, contributing to the offer being withdrawn), service…

The Ombudsman found maladministration in the landlord's handling of the resident's report of a leak, citing delays in considering a decant and completing repairs, poor communication and record keeping, and a failure to…

The Ombudsman found service failure in the landlord's response about repairs to the roof, stack pipe and patio door (delayed and poorly handled, and the landlord did not satisfactorily consider the resident's increased…

The Ombudsman found service failure in the landlord's response about draughty windows and doors, because it delayed 6 to 8 months in investigating a February 2022 report that a door was incorrectly fitted, causing…

The Ombudsman found the landlord's previous offer of redress, including £900 compensation, reasonably resolved its handling of parking/commercial vehicle complaints and the complaint itself, recommending it be reoffered…

The Ombudsman found no maladministration in the landlord's response to the resident's reports of low boiler and water pressure, recommending a face-to-face meeting to discuss next steps.

The Ombudsman found no maladministration in the landlord's response to the resident's claim for a fall, reasonable redress for delays providing entry fobs and for complaint handling, and service failure in the…