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 issues with the immersion heater and hot water temperature at the resident’s property. The Ombudsman has also considered the landlord’s complaint handling.
Decision Case ID 202435463 Decision type Investigation Landlord ForHousing Limited Landlord type Housing Association Occupancy Assured Tenancy Date 13 October 2025 Background The resident lives in a 1-bedroom flat. She has COPD and mental […]
The complaint is about the landlord’s handling of the resident’s reports of a leak from a neighbouring property.
This complaint is about how the landlord handled repairs to the resident’s front door, and related damp and mould. We have also considered how the landlord handled the complaint.
Decision Case ID 202335927 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Assured Tenancy Date 13 October 2025 Background 1. The resident reported damp and mould to the landlord […]
The complaint is about the landlord’s: Response to a leak and associated damp and mould. Complaint handling.
Decision Case ID 202223339 Decision type Investigation Landlord Sage Rented Limited Landlord type For profit Occupancy Assured Tenancy Date 13 October 2025 Background The resident lives in a 2-bedroom house owned by the […]
Decision Case ID 202401836 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Shared Ownership Date 13 October 2025 Background The resident lives in a 2-bedroom ground floor flat. What the complaint is […]
Decision Case ID 202427982 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 13 October 2025 Background The resident lives in a 1-bedroom house with a storage heating system. […]
The complaint is about the landlord’s response to reports of a neighbour dispute.
The complaint is about how the landlord handled the resident’s: Reports of outstanding repairs at the property. Associated complaint.
Decision Case ID 202413104 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Leaseholder Date 10 October 2025 Background The resident owns the property, a 1-bedroom third floor flat, and […]
Decision Case ID 202430316 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 10 October 2025 Background The resident lives in a 4-bedroom house with her family. What […]
The complaint is about the landlord’s handling of repairs to the resident’s hot water supply.
Decision Case ID 202312997 Decision type Investigation Landlord GreenSquareAccord Limited Landlord type Housing Association Occupancy Assured Tenancy Date 10 October 2025 Background 1. The resident lives alone in a 2-bedroom first floor flat in a […]
This complaint is about the landlord’s handling of the resident’s reports of water ingress into her property.
The resident's complaint is about the landlord's communication about insurance and an excess fee. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's response to the resident's reports of a leak, and associated damp and mould. This investigation has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Rent account and the accuracy of the information it provided. Associated complaint.
The complaint is about the landlord's handling of the resident’s: reports of a pest infestation. associated complaint.
Decision Case ID 202345962 Decision type Investigation Landlord Karibu Community Homes Limited Landlord type Housing Association Occupancy Shared Ownership Date 9 October 2025 Background The resident is a shared owner with an assured tenancy […]
The complaint is about the landlord’s handling of: The resident’s reports of leaks, damp and mould. The associated complaint.
The complaint is about the landlord’s handling of: Works required to the resident’s bathroom. The formal complaint.
The complaint is about the landlord’s handling of: anti-social behaviour (ASB). damp and mould. pests. repairs. the complaint.
The complaint is about the landlord’s handling of the resident’s reports of low water pressure. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: repairs to the roof of the house. renewal of the loft insulation. repairs to the shed roof. The Ombudsman has also taken the decision to investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: Repairs to the kitchen wall and pest control expenses incurred by the resident. The associated complaint.
The complaint is about the landlord's: Response to the resident’s reports of flooding caused by water leaks at her property. Complaint handling.
The resident’s complaint is about the landlord’s handling of damp and mould.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould, and the subsequent repairs. We have also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of a water leak.
The complaint is about the landlord’s response to the resident’s reports of a blocked toilet. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: concerns that she was responsible for communal electricity costs. complaint.
The complaint is about the landlord’s handling of: Leaks in the property and the associated repairs. The resident’s complaint.
The complaint is about the landlord’s handling of repairs to the bedroom ceiling and the property’s roof. We have also considered the landlord’s handling of the complaint as part of the assessment.
The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance from the flat above. The associated complaint.
The complaint is about the landlord’s handling of a leak in the living room and associated damp.
The complaint is about the landlord’s handling of: the resident’s reports of repairs and associated damp and mould. the resident’s complaint. We have also assessed the landlord’s record keeping.
The complaint is about the landlord’s handling of: A leak from above. The formal complaint.
The complaint is about the landlord’s handling of the resident’s reports of the loss of heating and hot water. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of a leak causing damp at the property. Complaint handling.
The landlord’s handling of the residents’ concerns about the impact of the major building works. We have also considered the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of a mice infestation. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: reports of leaks, damp and mould and remedial repairs. reports about the condition of the windows. complaint.
The complaint is about the landlord’s handling of: Damp and mould in the resident’s temporary property. The complaint.
The complaint is about the landlord’s: Response to the resident’s reports of nuisance caused by his neighbour smoking. Handling of the associated complaint.
The complaint is about the landlord’s implementation of an appropriate dress policy. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs at her main property, in particular: Plasterwork. Electrical issues. Mould treatment works. Kitchen repairs. Move to her temporary property. Reports of repairs at her temporary property.
The landlord’s handling of the recurrent loss of heating and hot water over the winter period.
The complaint is about the landlord’s handling of the resident’s reports of a roof leak and associated bathroom and downstairs toilet (WC) repairs.
| 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 |