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 noise and other anti-social behaviour from an upstairs neighbour in a previous property. The arrangements for moving and the administration of the resident’s rent account following a decant to a new property.
This complaint is about the landlord’s handling of the resident’s damaged laminate flooring in her hallway.
The complaint is about the landlord’s response to the resident’s request for the communal intercom camera to be repaired.
The complaint is about the level of compensation offered by the landlord for its response to the resident's reports of mould, damp and condensation from the windows of his former property.
The complaint is about the landlord's handling of the resident’s reports of noise nuisance. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s reports of a leak. The Ombudsman has also identified that the landlord’s complaints handling requires investigation.
The complaint is about the landlord’s handling of: The resident’s reports of a leak into her property and the remedial works required. The remedial works to the resident’s bedroom from 12 November 2021 to date. The associated complaint.
This complaint is about the landlord’s handling of the resident’s reports of Anti-social Behaviour (ASB) by her neighbour.
This complaint is about the landlord’s handling of the resident’s queries regarding the building safety inspection at their property and their request for an ESW1 form.
The complaint is about the resident’s receipt of arrears letters from the landlord, regarding payments to his service charge accounts.
The complaint is about the landlord’s handling of repairs to the resident’s floorboards and the level of compensation offered. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the gas safety check at the resident’s property.
The complaint is about the landlord’s handling of repairs to pavement slabs in a communal area outside the resident’s property.
The complaint concerns the landlord’s contractor renewing a section of the property’s concrete path in error.
The complaint is about the landlord’s response to the resident’s reports about items left in a communal garden.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The associated complaint.
The complaint is about the landlord’s decision to ask the resident to remove or reduce the height of their fence.
The complaint is about: The landlord’s handling of the resident’s reports of damp in the property. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Communication concerning fire safety issues in relation to the resident’s property. Complaints handling.
The complaint is about the landlord’s: Response to the resident’s reports of stalking and noise nuisance. Complaint handling.
The resident has complained about the landlord’s handling of repairs to resolve damp and mould in his property. The Ombudsman has also considered the landlord’s complaint handling. The Ombudsman has further considered the landlord’s record keeping.
The complaint is about: The landlord’s handling of the resident’s reports of a leak and the subsequent repairs. The landlord’s handling of the associated complaint and record keeping.
The complaint is about the landlord’s response to the resident’s reports of disrepair at her property.
The complaint is about the landlord’s handling of the repair to the boiler and associated decorative repairs.
The complaint is about the level of compensation the landlord has offered for the delays in completing repair works to the resident’s property.
This complaint is about the landlord’s handling of: the resident’s reports of plumbing repairs and a leak into her hallway; the related complaint.
The resident has complained about the landlord’s handling of: Reports of defects in the property. Concerns that the boundary to the site has allowed access to the property, and antisocial behaviour (ASB).
The complaint is about: The landlord’s handling of the resident’s reports of noise and antisocial behaviour (ASB) from his neighbour. The landlord’s handling of the associated complaint.
The complaint is about the managing agent’s handling of the resident’s concerns, following alterations undertaken at his neighbour’s property, and the landlord’s response on bringing this matter to its attention.
The complaint is about the landlord's: Handling of the resident’s reports of no heating or hot water in the property between 1 January 2021 and 14 January 2021. Complaint handling.
The complaint is about: The landlord’s response to the resident’s request for a fire safety check of her doors in her property and her concerns that the doors in her property were not fire-rated. The landlord’s complaint handling.
The complaint is about the landlord’s fire safety communication and its response to the resident’s request to reimburse costs for an unsuccessful re-mortgage.
The leaseholder complains about the landlord’s handling of the application of contact restrictions.
The complaint is about the landlord’s: Handling of repairs at the property from May 2020 onwards, and an associated offer of compensation. Handling of heating system repairs prior to May 2020. Handling of a management move. The Ombudsman has also assessed the landlord’s complaint handling and record keeping.
The complaint is about the landlord’s handling of repairs to the resident’s front door.
This complaint is about the landlord’s handling of: The resident’s rent and service charge payments. The associated complaint.
This complaint is about the landlord’s handling of the resident’s reports of noise disturbance and anti-social behaviour (ASB).
The complaint is about the landlord’s handling of, and record keeping and compensation for the resident’s reports of outstanding repairs to his bathroom radiator .
The complaint is about the landlord’s handling of the resident’s reports of damp and mould.
The complaint is about the landlord’s handling of: The resident’s bathroom repairs. The subsequent complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of repairs to the kitchen.
The complaint is about the landlord's: Response to the resident’s reports of mould at the property. Complaints handling.
The complaint is about the landlord's response to resident’s reports of water leaking into her property, and its handling of associated repairs to remedy damp and mould.
The complaint is about the landlord’s handling of a repair to the resident’s boiler.
The complaint concerns: The landlord’s handling of the resident’s noise nuisance reports. Related complaint handling.
The complaint is regarding the landlord’s handling of repairs in the resident’s property following his report of cracking and possible subsidence. This Service has also considered: How the landlord handled the resident’s complaint. The landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (ASB).
The complaint is about the landlord’s response to the resident’s reports about damp and mould in the property.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property.
The complaint is about the landlord’s handling of the residents reports of damp and water ingress.
| 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 |