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 repairs required to the exterior cladding on the property. Response to the resident’s concerns about fallen cladding at the property. Complaint handling.
The complaint is about the landlord’s handling of repairs to the communal fire panel.
The complaint is about: The landlord’s handling of the resident’s reports concerning damp and mould. The related complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s flooring following a flood. The associated complaint.
This complaint is about the landlord’s response to the resident’s request to install motorised blinds to the outside of the property.
The complaint is about the landlord’s response to the issues with rubbish disposal on the estate.
The complaint is about the landlord’s handling of: The resident’s reports of repairs. The associated complaint.
The complaint is about the landlord’s handling of the resident’s report of a leak, and the subsequent repairs.
The complaint is about the landlord’s handling of the resident’s reports of damp in his living room.
This complaint is about the landlord’s handling of the resident’s noise nuisance reports.
The complaint is about the landlord’s: request to access the resident’s property due to a leak in her neighbour’s property; response to the resident’s reports that the windows in her property required renewal.
The complaint is about the landlord’s response to the resident’s request for the lock to be reinstated on the back gate of the property.
The complaint is about the landlord’s handling of reports of damp in the property, and the length of time taken for remedial work to be completed.
The complaint is about: The landlord’s repairs to a leaking boiler within the property, and the associated damage to the flooring. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of the repair to the resident’s boiler and subsequent offer of compensation. The landlord’s associated complaint handling.
The complaint is about the landlord’s: response to the resident’s reports that the property did not meet the landlord’s lettable standard when he moved in; complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of the loss of his heating and hot water.
The complaint is about the landlord’s handling of the resident’s kitchen replacement following a major leak. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of its agreement to replace the resident’s shower doors.
The complaint is about the landlord’s response to the resident’s reports of damp and mould.
The complaint is about the landlord’s handling of the resident’s report of missing bricks in the roof-space wall.
The complaint is about: The landlord’s handling of the resident’s reports about the condition of the property, including her concerns about pests and repairs. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to the resident’s roof tiles. The associated complaint.
This complaint is about the landlord’s: Handling of the resident’s reports of ASB (noise nuisance) by her upstairs neighbour. Complaint handling.
The complaint is about the landlord’s response to the resident’s reports of defective guttering causing a leak into her property.
This complaint is about the landlord’s: Response the resident’s reports of various repairs to the property; Complaint handling.
The complaint is about the landlord’s handling of reports of Anti-Social Behaviour (ASB) and noise nuisance. The complaint is also about the associated complaints handling.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB) from his neighbour.
The complaint is about the landlord’s: Handling of adaptations to the bathroom at the property and related repairs. Complaint handling.
The complaint is about the landlord’s handling of repairs following a water leak into the resident’s property.
The complaint is about: The landlord’s handling of outstanding repairs works due to damp issues within the property. The landlord’s handling of the associated complaint.
This complaint is about the landlord’s handling of: void property repairs to plasterwork, pipework and flooring that the resident reported at the beginning of her tenancy; the related complaint.
The complaint is about the landlord’s response to the resident’s request to replace the fencing at her property.
The complaint is about the landlord’s response to the resident’s concerns about being recharged for damaged internal doors and clearance at the end of her tenancy.
REPORT COMPLAINT 202105690 Lambeth Council 1 September 2022 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 concerns the landlord’s handling of: The resident’s reports of carbon monoxide poisoning due to a faulty boiler and request to be transferred to another property due to safety concerns. The related complaint.
The complaint is about the landlord’s response to the resident’s reports about: taps not being fitted correctly. roof and gutter leaks and holes related to a rat infestation. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: reports of various repairs in the property. reports about a boundary dispute with a neighbour.
This complaint is about the landlord’s handling of: the resident’s reports of damp in her living room and kitchen; the related complaint.
This complaint is about: The length of time the resident had to wait to move into the property. The landlord’s response to the resident’s requests for reasonable adjustments whilst waiting for Disabled Facilities Grant (DFG) funded adaptations to be carried out by the Council. The landlord’s response to the resident’s …
The complaint is about the landlord’s: Handling of the resident’s concerns about the fire protection works. Complaint handling.
The complaint is about: - The landlord’s administration of the resident’s service charge account. The landlord’s handling of the resident’s concerns about grounds maintenance carried out on her estate. The landlord’s handling of the resident’s complaint.
The complaint concerns the landlord’s handling of: The resident’s leak reports and related compensation claim for damage caused to the property. The related complaint.
The complaint is about the landlords handling of the residents reports of a moth infestation in the property.
The resident’s complaint is about: The landlord’s response to the resident’s reported defects in her property including the landlord’s response to the resident’s reports of damage caused to her property and personal belongings by contractors. The landlord’s response to the resident’s request for pest control measures. The landlord’s complaint handling.
The complaint is about the landlord's response to the resident’s concerns about delayed repairs to the heating system.
The complaint is about the landlord’s handling of the resident’s boiler repairs and its offer of compensation for this.
The complaint is about the standard and quality of work carried out at the property, including to the bathroom and kitchen.
The complaint is about: The landlord’s attempts to access the resident’s property to carry out an inspection. The landlord’s handling of the complaint.
The complaint is about the landlord’s response to the resident’s: Enquiries about his service charge account. Concerns about the quality of maintenance work the landlord had completed to his building.
| 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 |