Formal casework decisions from the Housing Ombudsman Service on complaints against social landlords in England. Decisions include maladministration findings, reasonable redress, and cases outside jurisdiction.
The resident’s complaint is about: Repairs to the guttering, including the time taken to remove scaffolding put up and the communication around this. We have also considered the landlord’s handling of the associated complaint.
The complaint concerns the landlord’s handling of the resident’s: Reports of multiple repair issues, including leaks, damp and mould. Complaint.
The complaint is about the landlord’s handling of the resident’s reports of a leak.
The complaint is about the landlord’s response to the resident’s reports of: A pest infestation and a request for temporary accommodation Repairs to the drains
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s: Complaint handling. Knowledge and information management.
The resident’s complaint is about the landlord’s handling of her reports of: a leak from her bathroom into the ceiling and lights of the hallway and downstairs toilet. other repairs, in particular damaged internal doors, repairs to the kitchen, and a repair to the stair bannister.
The complaint is about the landlord’s handling of leaks from the property above the resident’s.
The complaint is about the landlord's handling of repairs to a wall in the resident’s garden.
The complaint is about the landlord’s: Response to the resident’s concerns about leaks into her property. Complaints handling.
The complaint is about the landlord’s handling of: a pre-void inspection and the associated cost incurred by the resident. the resident’s complaint.
The complaint is about the landlord’s handling of a leak at the property. The Ombudsman has also looked at the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s mutual exchange.
The complaint is about the landlord’s handling of: Repairs in the resident’s kitchen following a leak from an upstairs flat. Damp and mould. Window repairs. External drainage repairs. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak from the roof and subsequent damp and mould. Associated complaint.
The complaint is about the landlord’s handling of: reports of damp and mould. reports of broken fencing. bathroom works. the complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s report of a leak in the bathroom and the associated repairs. We have also considered the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s management of the resident’s internal transfer request.
This complaint is about the landlord’s handling of the resident’s reports of noise nuisance.
The complaint is about the landlord’s handling of the void period prior to the resident moving in to the property. We have also considered the landlord’s complaint handling.
This complaint is about the landlord's handling of the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports about: Leaks, damp and mould, and sink back surges. Anti social behaviour (ASB) from a neighbour.
This complaint is about how the landlord handled the resident’s repair requests. We have also considered how the landlord handled the resident’s complaint.
The complaint is about the landlord’s handling of: Repairs to an external wall. The associated complaint.
The complaint is about the landlord’s handling of a complaint about staff conduct.
The complaint is about the landlord’s response to the leaseholder’s concerns about the water supply and a leak at the property. The Ombudsman has also considered the landlord’s: complaint handling. record keeping.
The complaint is about the landlord’s handling of structural repairs to the property. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of a leak, damp, and mould in the resident’s property and the level of compensation offered to her. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about the landlord’s handling of front door repairs.
The complaint is about the landlord’s handling of the roof repair and the associated internal damage.
The complaint is about the landlord’s handling of the resident’s: Reports of noise from a neighbour. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of disrepair in her home, including the need for a decant. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlords handling of repairs to the resident’s kitchen and roof. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A home loss payment to the resident. The resident’s rent account.
REPORT COMPLAINT 202422936 London Borough of Hounslow 10 June 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
The complaint is about:
The complaint is about the landlord’s handling of the resident’s complaint about lift issues.
The complaint is about the landlord’s handling of: Reports of a leak at the property and the subsequent damage caused. The associated complaint.
The complaint is about the landlord’s decision not to replace the resident’s garden fence.
The complaint is about the landlord’s handling of the resident’s: Request for a replacement gas fire. Reports of damp. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of repairs. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports that the structure of the building was causing water ingress and damage to his property. The Ombudsman has also investigated the landlord’s handling of the complaint.
The complaint is about the landlord’s response to the resident’s concerns about the use of a pram shed.
REPORT COMPLAINT 202321928 Haringey London Borough Council 5 June 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
The complaint is about the information provided in the landlord’s end of year service charge summaries.
The complaint is about the landlord’s handling of: Reports of no heating and hot water at the resident’s property. The associated complaint.
The complaint is about the landlord's: Handling of reports of a drain blockage. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: reports of heating and hot water issues at the property. complaint.
The complaint is about the landlord’s handling of the resident’s queries about the service charge. The Ombudsman has also considered the associated complaint handling.
| Decision year | Maladministration | No maladministration | Other |
|---|---|---|---|
| 2019 | 1 | 0 | 0 |
| 2020 | 60 | 42 | 35 |
| 2021 | 875 | 557 | 544 |
| 2022 | 1,092 | 468 | 400 |
| 2023 | 2,222 | 384 | 269 |
| 2024 | 3,021 | 247 | 272 |
| 2025 | 4,469 | 512 | 708 |
| 2026 | 1,513 | 197 | 215 |