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 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 complaint is about the landlord’s handling of the resident’s reports of anti social behaviour (ASB) from her neighbour.
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 repairs as a result of a roof leak.
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 handling of: the resident’s reports of antisocial behaviour (ASB) in his apartment block and the security of the communal entry door. the 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 a communal roof leak and associated damp and mould.
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.
The complaint is about the landlord's handling of the resident’s reports of pests being in her property. The Ombudsman will consider the associated complaint handling.
The complaint is about the landlord’s handling of the resident’s claim for a refund and compensation due to having no heating and hot water.
The complaint is about the landlord’s handling of the resident’s reports of repairs needed in the property. This includes: Cracks within and outside of the property. Window issues. Front door issues. Damp and mould.
The complaint is about the landlord’s handling of: Leak reports and associated repairs. The resident’s complaint.
The complaint is about the landlord’s response to: The resident’s reports of an ongoing wastewater leak affecting his property. The associated complaint.
The complaint is about the landlord’s handling of: A pest infestation. The resident’s complaint.
The complaint is about the landlord's handling of the resident’s: Concerns about its caretaking and ground maintenance services. Complaint.
The complaint is about: The landlord’s handling of repairs to leaking guttering and damaged window and the resident’s reports the required repairs were causing damp and mould. The Ombudsman has investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak and damp and mould. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Report of outstanding repairs to a kitchen ventilation unit. Associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of a leak affecting the utility room and the landing area. The landlord’s handling of the resident’s reports of water penetration through the patio doors.
The complaint is about the landlord’s handling of: The resident’s reports of noise disturbances from the flat above. The complaint.
The complaint is about the landlord’s handling of a report of a leak from the resident’s bathroom.
The complaint is about the landlord’s handling of the resident’s reports of second-hand smoke entering his property through the ventilation system.
The complaint is about the landlord’s handling of the resident’s reports of floorboard noise from the above property. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s handling of the resident’s various repairs.
The complaint is about the landlord’s: Handling of the resident’s request for a reasonable adjustment. Complaint handling.
The complaint is about the landlord’s response to the resident’s: reports of a leak and the associated damp and mould. complaint. We have also considered the landlord’s record keeping.
REPORT COMPLAINT 202405712 Lewisham Council 28 March 2025 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 is about the landlord’s handling of: Repairs to a bedroom ceiling. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s repair requests as a result of a leak.
The complaint is about the landlord’s handling of renewal of the kitchen in the property. The Ombudsman has investigated the landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s reports of penetrating damp and mould in the property. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: Boiler repairs. The resident’s complaint.
The complaint is about the landlord’s handling of: Roof repairs and damage to the resident’s property caused by leaks from the roof. The associated complaints.
The complaint is about the landlord’s handling of a leak.
The complaint is about the landlord’s handling of: The resident’s reports of poorly positioned guttering and subsequent internal damage to the property. The resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s reports of a leak into his property and subsequent damp and mould. The resident’s complaint. The Ombudsman has also commented on the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB); Associated concerns regarding video recording equipment.
The complaint is about the landlord’s handling of: the resident’s reports of repairs to the roof, the bedroom window, and associated remedial work. the associated complaint.
The complaint is about the landlord’s response to the resident’s reports of: Water ingress, damp and mould. Flooding in the communal basement. Issues with her heating and hot water. Issues with her windows and doors. Concerns about subsidence. This report also considers the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of repairs to windows and the exterior of the property. The Ombudsman has also considered the landlord’s complaint handling and record keeping.
The complaint is about the landlord’s response to the resident’s request that the landlord replace: The bathroom flooring. The kitchen. The toilet. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: Arrears of rent. The resident’s application for a mutual exchange. The resident’s complaint.
The complaint is about the landlord's handling of the resident’s reports of an ongoing roof leak causing damp and mould and issues with the extractor fans. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of having no heating or hot water. The associated complaint.
The complaint is about the landlord’s handling of the resident’s request for a copy of the original terms and conditions of his tenancy. We have also considered the landlord’s 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 |