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 response to the resident’s reports of leaks damp and mould in his property. This investigation also considered the landlords complaint handling. This investigation also considered the landlords record keeping.
The complaint is about the landlord’s handling of the resident’s: Reports of multiple outstanding repairs, mostly as a result of leaks to the property. Associated formal complaint.
The complaint is about: The landlord’s handling of the resident’s request for trunking to be removed from her property and the arrangements to decant her temporarily to carry out the work. The landlord’s complaints handling.
The complaint is about the landlord’s response to: The residents report of disturbance from delivery men ringing his doorbell. The residents’ concerns in relation to the introduction of parking management. Complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of a leak. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. Works to insulate the porch area.
The complaint is about the resident’s reports concerning the landlord’s handling of: Repairs required at the property including cracks in the walls and ceilings, asbestos removal works required at the property and reported snagging issues in relation to flooring, skirting boards, the bath panel, gaps around the doorstep and skirting, …
The resident’s complaint is about the landlord’s handling of: His decant and remedial repairs to the property following a leak. The capping of the gas supply to the property and repairs to the boiler. His associated complaint.
The complaint is about the landlord’s handling of the resident’s reports concerning: Disputed service charges relating to the door entry system, communal repairs, fire safety works and lift repairs and maintenance. The level and reasonableness of service charges. Concerns regarding fire safety within the building. The associated complaint and the …
The resident’s complaint is about: The landlord’s handling of a breakdown of the hot water system and the associated offer of compensation. The Service has also investigated the landlord’s complaint handling.
The complaint is about the landlord's handling of: External window cleaning and the associated service charges. The resident's concerns about the fire alarm system and procedure. The resident’s complaint.
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.
The complaint is about the landlord’s handling of: The resident’s concerns about gas servicing and the management of appointments. The associated complaints.
The complaint is about the landlord’s: Handling of the resident’s application to succeed to her mother’s tenancy. Complaint handling.
The complaint is about the landlord’s handling of: Damp and mould in the property. Repairs to the bathroom ceiling following a collapse. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Anti-social behaviour (ASB) by his upstairs neighbour. Flooding caused by the upstairs neighbour. Repairs caused by the flood and related damp and mould. The landlord’s complaints handling has also been investigated.
The complaint is about the landlord’s handling of the residents rent account. The Ombudsman has decided to investigate the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about: noise transference. fire safety in the building. complaint handling.
The complaint is about the landlord’s handling of: Repairs to the building following a burglary. The resident’s request for it to provide CCTV footage to the police. 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 request for it to secure its own access to the communal plant room. 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 investigated the landlord’s complaint handling.
The landlord’s response to the resident’s: Report of no water supply to his property. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Request to be moved on medical grounds. Reports of antisocial behaviour. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about: the landlord’s handling of the resident’s service charge queries about communal car parking, the landlord’s complaint handling.
The complaint is about the landlord’s: response to the resident’s reports of antisocial behaviour (ASB) from a neighbour; handling of ASB reports made against the resident; decision to restrict the resident’s contact with its service; response to the resident’s reports of poor conduct and discriminatory behaviour by its staff. The …
The complaint is about: The landlord's response to the resident’s reports of a roof leak. The Ombudsman has considered the landlord’s complaint handling. The Ombudsman has considered the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s reports of damp and mould and the associated repairs.
This complaint is about the landlord’s: Response to the resident’s report of a flood; Handling of a related decant; Handling of heating issues in the resident’s temporary accommodation; Handling of the resident’s rehousing requests from October 2021; Response to the resident’s vulnerabilities, health, and welfare concerns; Complaint handling.
The complaint is about the landlord’s handling of the resident’s report of antisocial behaviour (ASB) in October 2021. The Ombudsman has also considered: Record keeping. Complaint handling.
The complaint is about: The landlord’s handling of reports of outstanding repairs and its communication. The landlord’s complaint handling has also been investigated. The landlord’s knowledge and information management has also been investigated.
The complaint is about the landlords handling of the resident’s: Reports of damp and mould. Associated complaint.
This is about how the landlord handled: A repair required to the property soil stack. The resident’s reports about the landlord’s contractor. The resident’s reports about the cleaning contractor. The associated complaint. Record keeping.
The complaint is regarding the landlord’s: Handling of the resident’s reports of a water leak and subsequent repairs. Complaints handling.
The complaint is about the landlord’s: Response to the resident's reports of damp and mould at the property. The Ombudsman has also considered the landlord’s complaints handling. The Ombudsman has also considered the landlord’s knowledge and information management.
The complaint is about the landlord’s handling and management of reports of antisocial behaviour, threats and nuisance including the posting of notes by a neighbour. This report also looks at the landlord’s handling of the resident’s complaints.
This complaint is about the landlord’s: Response to the resident’s reports of a leak; Complaint handling; Record keeping.
The complaint is about the landlord’s disposal of the resident’s garden furniture.
The complaint is about the landlord’s handling of a neighbour dispute. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to the resident’s bathroom. The associated complaint.
The complaint is about: The landlord’s handling of planned bollard installation and related parking issues. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of:
The complaint is about the landlord’s: handling of the resident’s reports of anti-social behaviour. handling of the resident’s appeal in connection with decisions made by the landlord’s priority move panel. This service has also considered the landlord’s complaint handling and record keeping.
The complaint is about the landlord’s handling of: the resident’s repair to his boiler; and the subsequent complaint.
The complaint is about the level of compensation awarded to the resident for the time taken to repair his boiler. The Ombudsman has also considered complaint handling.
The complaint is about the landlord's handling of the resident's query about grounds maintenance. This was following concerns raised about an overhanging tree and the maintenance of a path. The Ombudsman also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s request for: A window to be installed in her property. A fence to be installed outside her property. The Ombudsman has also considered the landlord’s complaint handling as part of this investigation.
The complaint is about: the landlord’s handling of a radiator leak. the loss of hot water and heating. the associated complaint, including the amount of compensation offered.
The complaint is about the landlord’s handling of repairs to the resident’s boiler.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour from a neighbour. The Ombudsman has also considered the landlord’s handling of the resident’s formal complaint as part of this investigation.
The complaint is about the landlord’s: Response to the resident’s reports about repairs and the condition of the property at the start of the tenancy; Handling of the resident's vulnerabilities; Response to staff conduct concerns in relation to information given to the resident; 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 |