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 complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) from a neighbour, and of the neighbour’s counter-allegations of ASB against the resident. The landlord’s complaint handling.
The complaint is about the landlord’s:
The complaint is about the landlord’s handling of the resident’s:
The complaint is about the landlord’s handling of the resident’s: reports of damp and mould in her property; request for compensation for her personal belongings that had been damaged by the damp and mould. This Service has also considered the associated complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of damp and mould at the property. The landlord’s handling of the complaint.
The complaint is about: the landlord’s handling of leaks in the property. the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the: Repairs to the property following a leak. A request for adaptations. The associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour. Complaint handling.
The complaint is about the landlord’s response to reports of water ingress, damp and outstanding repairs at the property. The Ombudsman has also considered the landlord’s: record keeping, and; complaint handling.
The complaint is about the landlord's handling of the resident's reports of a faulty extractor fan, the associated complaint, and compensation offer.
The complaint is about the landlord’s handling of: a rat infestation; a bedroom size/number of rooms appeal; repairs to: the cracked walls; the felt roof; the water pipes affecting the washing machine; the windows; damaged wood, and fascia boards; and a poor fitting back door.
The complaint is about the landlord’s: Response to the resident’s reports of a faulty heating and hot water system at the property. Complaint handling. Record keeping.
The complaint is about: The landlord’s management of the service charge account for the property. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: works to an overhanging tree; the resident’s request for turf to be re-laid; and the associated complaint.
The complaint is about the landlord’s response to: a leak in the property, and; a request that it reimburse the resident for damage and costs incurred following the leak.
The complaint is about the landlord's handling of anti-social behaviour by a neighbour, which includes: threatening and physically abusive behaviour towards her and her family; sending handwritten notes; noise nuisance (loud music) at night; and the misuse of the communal area. The resident has also complained about the landlord’s handling …
The complaint is about the landlord’s handling of: repairs at the property. the associated formal complaint.
The complaint is about the landlord’s handling of: Repairs to the flooring following a central heating upgrade. The stairlift replacement. This Service has also considered the landlord’s: Complaint handling. Record keeping. The resident has also complained that the landlord has not offered compensation for negligence and damages.
The complaint is about the landlord’s actions when recovering rent payments directly from the resident’s Universal Credit (UC) payments.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The complaint is about the landlord’s handling of: The resident’s reports of repairs to the property. The resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s reports of repairs. The landlord’s complaint handling. This report also examines the landlord’s record keeping.
The complaint is about: The landlord’s handling of the replacement of windows at the resident’s property. The landlord’s handling of the resident’s reports of ceiling mould following a roof leak. The associated complaint.
REPORT COMPLAINT 202122004 Notting Hill Genesis 31 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This […]
The complaint is about: The landlord’s handling of leaks into the resident’s property from the flat above. The landlord’s handling of the resident’s reports of faults with the kitchen sink and space for the cooker. This service has also considered complaint handling in this investigation.
The complaint is about: The landlord’s response to the resident’s request for repairs to the front door, wall, and window damaged following forced entry by the police. The associated complaint. The landlord’s record keeping.
The complaint is about: The landlord’s decision not to reimburse the resident for a replacement appliance. The landlord’s management of wet room floor repairs. The landlord’s management of roofing repairs. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s reports concerning antisocial behaviour (ASB) and racial harassment.
The complaint is about the landlord’s handling of: The resident’s reports of a rat infestation in the property. The resident’s complaint.
The complaint is about the landlord’s response to: The resident’s concerns about parking. A property transfer request. This Service has also considered the landlord’s complaint handling approaches.
This complaint is about the landlord’s response to the resident’s reports of: Damage, damp and mould to his living room walls and ceiling following a flood from the flat above in October 2021. Drainage issues to the rear of his property. This complaint is also about: The landlord’s handling of …
REPORT COMPLAINT 202204441 South Kesteven District Council 31 July 2023 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 landlord’s handling of the resident’s reports of leaks, roof issues and subsequent damage.
The complaint is about the landlord’s decision to allow the resident’s neighbour to run a business from their property. The resident has also raised concerns about the name of the business and associated signage used.
The complaint is about the landlord’s handling of: repair issues since the beginning of the tenancy, and the associated complaint.
The complaint is about the landlord’s: response to the resident’s reports of ongoing leaks from the roof and handling of roof repairs. management and handling of the resident’s complaint.
The complaint is about the landlord’s handling of the remedial repairs in the resident’s property following a leak.
The complaint is about the landlord’s: response to the resident’s reports about repairs to his: balcony; front door; complaints handling.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB).
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise nuisance. The Ombudsman has also considered the landlord’s complaint handing and record keeping.
The complaint is about: The landlord’s handling of the resident’s concerns about the condition of her new home. The landlord’s handling of the resident’s concerns about pests in the property.
The complaint is about the landlord’s handling of: Repairs to the bathroom. An infestation of ants. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to repairs required at the property. Communication with the resident. Record keeping. Complaint handling.
The complaint is about: The landlord’s handling of the resident’s concerns about CCTV in a communal area. This Service has also considered the landlord’s complaint handling approaches.
The complaint is about: The landlord’s handling of the resident’s request for a managed move. The landlord’s handling of the resident’s reports of ongoing damp and mould.
The complaint is about the landlord’s handling of: Repairs to the property and upgrades at the property. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs at the property. This Service has also considered the landlord’s complaint handling approaches.
The complaint is about the landlord’s handling of: Water leaks from the upstairs flat and the subsequent repairs. The resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s report regarding a section 20 notice for upgrades to the apartment building and the reported impact on the sale of the property. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s Right to Acquire (RTA) application. The Ombudsman has also considered the landlord’s 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 |