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 outstanding repairs to both the interior and exterior of her home, including reports of water ingress and mould growth. The Service has also considered the landlord’s record keeping and complaint handling.
The complaint is about the landlord’s handling of: Repairs to the windows. Damp and mould in the property. The Ombudsman has also investigated the landlord’s: Record keeping. Handling of the complaint and level of compensation offered.
The complaint is about the landlord’s handling of the resident’s reports of leaks into his property. This Service has also considered the landlord’s handling of the complaint.
The resident’s complaint is about the landlord’s: handling of various repairs in the property. complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of: Repairs required to the resident’s bedroom ceiling. Reports of damp and mould in the property. Repairs required in the bathroom. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlords handling of the residents reports of ongoing water leaks from the flat above. The landlords handling of the residents complaint and the amount of compensation offered. This Service has also considered the landlords record keeping.
REPORT COMPLAINT 202319694 Rugby Borough Council 23 August 2024 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 is […]
The complaint is about the landlord’s handling of: Repairs in the resident’s property and the resident’s request for improvements. The resident’s complaint.
The complaint is about the landlord's handling of works to upgrade the resident’s kitchen and bathroom. 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 complaint that its contractor damaged his washing machine.
The complaint is about the landlords handling of: Repairs to the front porch. The associated complaint.
The complaint is about the landlord’s handling of: reports of leaks from the roof and windows of the resident’s building, and the resulting damp and mould. the associated complaint.
The complaint is about the landlord’s handling of repairs to the living room door frame. The Ombudsman has considered the landlord’s complaint handling.
The complaint is about how the landlord handled: The resident’s request for ventilation at her property. The resident’s reports of a leak in her property. The resident’s reports of being unable to reach the kitchen window to open and close it. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB) and noise nuisance. Allegations of poor staff conduct. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s report of a leak. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould and associated repairs.
The complaint is about the landlord’s: handling of reports of damp and mould. complaint handling.
The complaint is about the landlord’s response to the resident’s report of a flood. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s complaint concerning her annual gas safety check.
The complaint is about: The landlord’s handling of roofing repairs and associated damp and mould reports. The landlord’s handling of the resident’s complaints.
The complaint is about the landlord’s handling of leaks into the resident’s property from a property above. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s response to the resident’s report of a leak from the property above. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of concerns of coldness in the resident’s property.
The complaint is about the landlord’s: handling of repairs and damp and mould at the resident’s former property. response to the resident’s concerns about her time in emergency and temporary accommodation. complaint handling.
The complaint is about the landlord’s handling of major works to the property and the resident’s associated decant.
The complaint is about the landlord’s handling of the resident’s: reports of a leak into her property from the flat above; associated complaint. The Ombudsman has also considered the landlord’s record keeping.
This complaint is about the landlord’s handling of: Reports of water ingress into the property. The associated complaint.
The complaint is about the landlord’s handling of forced entry to the resident’s property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports regarding outstanding communal fencing and water system repairs. The Ombudsman has also taken the decision to consider the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s reports of anti social behaviour (ASB). This Service has also considered the landlord’s handling of the complaint.
The complaint is about: The landlord’s handling of reports of noise nuisance. The associated complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports of anti-social behaviour (ASB). Response to the resident’s concerns about the conduct of its staff. Handling of the subsequent complaint.
This complaint is about the landlord’s: Response to the resident’s concerns about major works to the property’s bathroom. Complaint handling.
The complaint is about the landlord’s response to the resident’s: report that his home was flooded . request for compensation for damage to his personal belongings. The Ombudsman has also assessed the landlord’s: handling of the resident’s vulnerabilities when dealing with the above issues. record keeping. complaint handling.
The complaint is about the landlord’s handling of: reports of anti-social behaviour (ASB) against the neighbour. letting out a property where the neighbour was known to have reports of noise complaints and ASB against them. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of multiple repair issues, including leaks, damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about: the length of time scaffolding was in situ. the costs associated with the scaffolding. The Ombudsman has also assessed the landlord’s: complaint handling.
The complaint is about: The landlord’s handling of various repairs, including repairs to the roof and concerns around the location of scaffolding, dust from repair works and standard of works conducted within the property. The landlord’s handling of the resident’s reports of damage to his belongings. The landlord’s handling of …
The complaint is about the landlord’s response to the resident concerning: Damp and mould. Noise from a neighbour’s positive input ventilation system.
The complaint is about: The landlords handling of the residents request for new bathroom fittings and flooring. The landlords handling of the residents reports of damp and mould. The landlords handling of the residents complaint including about staff conduct.
The complaint is about the landlord’s handling of: antisocial behaviour (ASB) reports made against the resident. the resident’s reports of ASB. the complaint and the resident’s concerns about the conduct of its staff. We have also considered the landlord’s record keeping.
The complaint is about: The landlord’s handling of roofing repairs. The landlord’s handling of window and balcony door repairs. The Ombudsman has also considered: The landlord’s complaint handling. The landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s reports of unsafe windows and other required repairs at the property.
The complaint is about the landlord’s handling of: A mutual exchange and concerns regarding the condition of the property. The associated complaint.
The complaint concerns the landlord's handling of: Reports of damp and mould. The related complaint.
The resident’s complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also investigated the landlord’s keeping.
The complaint is about the landlord’s response to: The resident’s report that the contractor did not give him adequate notice of the additional work needed to his property or the impact of the work. The resident’s report that the contractor damaged his property and possessions.
The resident has complained about the landlord’s handling of reports of anti-social behaviour (ASB) from a neighbouring property, in particular noise from a dog.
| 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 |