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 resident’s complaint is about the landlord’s handling of: Damp, mould and associated repairs. Soundproofing in the property. A home transfer request. A reported pest infestation. Management of asbestos in the property. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s reports of: Damage to the garden steps. Subsidence in the garden.
The complaint is about the landlord’s handling of defects in a new build property.
The complaint is about the landlord’s response to the resident’s reports of flooding in his property.
The complaint is about the landlord’s handling of the resident’s: Reports of damp, mould, and associated repairs. Request for compensation for damaged belongings. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s repair requests and associated damp and mould. The Ombudsman has also considered the landlord’s complaints handling.
The resident’s complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB), including its response to his concerns about discrimination and his information being shared. We have also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about the standard and frequency of cleaning in communal areas.
The complaint is about the landlord’s handling of the resident’s reports of faulty hot water cylinder.
The complaint is about the landlord’s handling of the resident’s reports of noise. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the leaseholder’s request: To replace the guttering, fascia, soffits and gable end. To repair a leak from the roof. We have also considered the landlord’s complaint handling as part of the investigation.
The complaint is about the landlord’s handling of repairs to the communal washing machines.
The complaint is about: The landlord’s handling of the resident’s reports of damp in her property. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in her property. Complaint.
The complaint is about the resident’s reports of water ingress, damp and mould, and associated outstanding repairs. This report has also assessed the landlord’s: complaint handling. record keeping.
The complaint is about the landlord’s: Handling of a temporary move following a rat infestation at the property. Response to the resident’s related concerns about costs and damages. Response to her concerns about replacement blinds. The Ombudsman has also considered the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of a request for an accessible external pathway. The Ombudsman is also considering the landlord’s complaints handling.
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: reports of noise nuisance from her neighbour. complaint.
The complaint is about the landlord’s response to the resident’s reports of: Concerns about the roof. Damp and mould and the associated repairs.
The complaint is about the landlord’s handling of the resident’s reports of a leak.
The complaint is about the landlord’s handling of radiator repairs at the property. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to the resident’s footpath. The associated complaint.
The complaint is about the landlord’s handling of outstanding repairs affecting: Guttering, drains, and roof tiling. Heating. The kitchen. The shower. The Ombudsman has investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of damp and mould in the property.
The resident’s complaint was about the landlord's response to the resident's reports about her water system and water quality.
The complaint is about the landlord’s handling of the resident’s reports of repairs.
The complaint is about the landlord’s response to the resident’s reports of leaks and resultant damage to personal belongings. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports concerning the standard of grounds maintenance in communal areas. Reports concerning the condition of fencing in the communal areas.
The complaint is about the landlord’s handling of various repairs at the property including to the windows, doors, extractor fan, an exterior wall, and the garden. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. We have also considered the landlord’s complaint handling.
This complaint is about the landlord’s response to: A leak from a toilet and the damage caused by this. The resident’s reports of damp and mould and the associated repairs.
This complaint is about the landlord’s handling of: The resident’s reports of subsidence, including a sloping floor. Guttering repairs. The resident’s report of a damaged sink.
The complaint is about the landlord’s response to the resident’s: Reports of antisocial behaviour (ASB). Request for a management move. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s report of mice in the property. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Complaint.
The complaint is about the landlord's response to the resident's reports of broken communal entrance doors and associated antisocial behaviour (ASB). This report has also considered the landlord’s: complaint handling. record keeping.
The complaint is about the landlord’s handling of the resident’s concerns about the structural safety of the property. We have also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of the resident’s reports about repairs to the windows.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about the water quality at the property. The Ombudsman has also considered the landlord’s handling of the resident’s formal complaint.
The complaint is about the landlord’s handling of the resident’s request for a driveway to be built outside her home due to her medical condition. We have also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: Repairs following a mutual exchange. Pest issues (infestation of rats and mice). The complaint.
The complaint is about the landlord’s response to a damp and mould problem and related repairs.
The complaint is about the landlord’s response to the resident’s reports of damp and mould. The Ombudsman has also considered the landlord's complaint handling.
The complaint is about the landlord’s handling of: Repairs to the drainage in the wet room. Repairs to the garden paving slabs and a retaining wall. The associated complaint.
The complaint is about the landlord’s response to the resident’s reports of a leak into her property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about fire safety due to a hoarded property. The Ombudsman has investigated the landlord’s complaint handling.
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 handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s concern that the cavity wall insulation had collapsed, resulting in heat loss and high energy bills. 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 |