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 wet room repairs, including shower screen, damp and mould, and flooring. The resident’s reports of the conduct of contractors when carrying out the repairs.
The complaint is about the landlord’s handling of the resident’s requests for repairs to his front door and reimbursement for a replacement door. We have also considered the landlord's complaint handling.
The complaint is about the landlord’s handling of asbestos control measures during proposed fire safety works. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of reports of damp and mould in the property. The Ombudsman has also investigated the landlord’s handling of the complaint and level of compensation offered.
The complaint is about the landlord’s handling of: A leak into the resident’s property from a neighbouring balcony. The associated complaint.
The complaint is about the landlord’s response to the resident’s reports of: Damp and mould in her bedroom. Kitchen waste backing up into her bath.
The complaint is about the landlord’s handling of the resident’s concerns about: The condition of the property, including the external communal area and the building’s structural integrity. A carbon monoxide leak and remedial works. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s reports of a loss of heating and hot water.
The complaint is about the landlord’s: Response to the resident’s reports about damp and mould. Response to the resident’s concerns about the property upon moving in. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of leaks, damp and mould. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: A property inspection. Follow up works to address outstanding issues with the resident’s: Kitchen, tiles and cabinets. Back door. Bathroom and extractor fan. Decoration.
The complaint is about the landlord’s handling of the resident’s: Requests for it to replace her kitchen and bathroom. Reports of damp and mould. We have also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of a leak and subsequent damage, including damp and mould. The resident’s reports of extractor fan repair issues. The resident’s concerns that there was insufficient space for a washing machine and cooker in the kitchen.
The complaint is about the landlord’s handling of the resident’s reports of water ingress, 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 reported damp and mould in her home. response to the resident’s concerns about the impact of the damp and mould on her family’s health and her request for a decant. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the resident’s gas fire. The landlord’s complaint handling has also been investigated.
This complaint is about the landlord’s response to the resident’s reports of repairs to the roof and guttering, communal wall area and a side gate.
The complaint is about the landlord’s handling of the resident’s request for compensation, following a missed gas safety check appointment .
The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damp, and mould. Reports of toilet repair issues. Request to be rehoused.
The complaint is about the landlord’s handling of the resident’s request for: A radiator to be to be installed in her porch. Fencing to the back and side of the garden. We have also considered the landlord’s handling of the associated complaints.
The complaint is about the landlord’s response to the resident’s report that a contractor damaged her television and her subsequent request for compensation.
The complaint is about the landlord’s handling of the resident’s concerns regarding damp and mould in the property.
The complaint is about the landlord’s handling of the resident’s report of water ingress. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the windows in the property. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: Repairs including external repairs to the building, indoor and outdoor communal areas, mould on interior walls in the resident’s individual property, condensation in the window units, and cracks in the ceiling. Communal garden maintenance and window cleaning. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of low water pressure at the property. The Ombudsman has also investigated: the landlord’s complaints handling. the landlord’s information management and record keeping.
The complaint is about the landlord’s: Handling of the resident’s reports of damp and mould. Handling of the repairs to the windows. Record keeping.
This complaint is about the landlord’s handling of water ingress at the property.
This complaint is about the landlord’s handling of reports of water ingress and subsequent repairs.
The complaint is about the landlord's: Offer of compensation for its handling of a repair to a hole in paving by the entrance door. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reported: snags following her move into the property. concerns that there was no electricity in the property. The Ombudsman has also assessed the landlord’s: complaint handling. record keeping.
The complaint is about the landlord's handling of the resident’s reports of dumped rubbish in communal areas of the building and gardens.
The complaint is about the landlord’s handling of the resident’s service charge enquiries. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports about the condition of the kitchen. Reports about the condition of the windows. We have also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Reports of an overflowing external drain. Reports of a leak. The complaint.
The complaint is about: The landlord’s handling of reports of a roof leak to an outhouse. The associated complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s: Request for a temporary or permanent move due to domestic violence (DV). Concern regarding the suitability of the temporary hotel accommodation. Concern regarding access for gas and electric safety checks. We have also considered the landlord’s complaint handling.
The resident has complained about the installation of a new fire safety alarm system in her property .
The complaint is about the landlord’s handling of: The resident’s reports of a leak into his home and the associated repairs, including damp and mould. The resident’s complaint and the level of compensation offered.
The complaint is about the landlord’s handling of the resident’s reports of damage to a heating pipe, and subsequent loss of heating and hot water. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The landlord’s handling of bathroom repairs relating to damp and mould.
The complaint is about the landlord’s handling of reports of anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of: Reports that the resident’s bath was damaged and needed to be replaced. Reports of problems with the drainage of the external gully. Reports of a faulty bathroom extractor fan. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Responsive repairs. Associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of no heating and hot water. Associated complaint.
The complaint is about: The landlord’s response to the resident’s reports about damage to the resident’s possessions. The landlord’s handling of the resident’s reports about damp and mould at the property.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s anti-social behaviour (ASB) reports.
The complaint is about the landlord’s handling of the resident’s reports of drainage problems. We have also investigated the landlord’s complaints 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 |