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 concerns the landlord's handling of the resident's report of nuisance and rodent infestation resulting from overgrown nearby wildland and his next-door neighbour's garden. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of damage to the front door of the resident’s property and associated safety and safeguarding concerns. The landlord’s handling of the resident’s complaint.
The complaint is about is about the landlord’s handling of the resident’s report of noise.
This complaint is about the landlord’s: Response to the resident’s reports of mice. Response to the resident’s concerns around inadequate heating. Handling of carpet replacement works. Response to the resident’s requests for compensation due to lift outages. Response to the resident’s vulnerabilities, health, and welfare concerns. Complaint handling. Record keeping.
The complaint is about the landlord’s handling of the resident’s reports of high temperatures in the property. The landlord’s handling of the complaint has also been considered.
The complaint is about the landlord’s handling of the resident’s: Report of a faulty boiler. The associated complaint.
The complaint is about the landlord’s handling of: repairs to the heating, hot water and ventilation systems in the property. the resident’s concerns about the condition of the property at the start of the tenancy. the associated complaint.
The complaint is about: The landlord’s handling of reports about its contractor’s method and level of contact with the resident in respect of a gas safety inspection. The landlord’s complaint handling.
The complaint is about the landlord’s response to: Reports of a smell of sewage in the property. Reports of issues with the heat interface unit and communal heating system. The resident’s associated billing queries. Reports of issues with the communal lighting. Reports of issues with the communal bin store. The …
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 landlord’s handling of the resident’s: Concerns about his service charge. Associated complaint.
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 landlords handling of the residents reports of toxic smells and gases in her property.
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 repairs to the heating system. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports that: The space allocated for the cooker was inadequate. Repairs were required to the property. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of: Reports of damp and mould in the resident’s property. The associated complaint.
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 is about the landlord’s handling of: The resident’s reports of a rat infestation in the property. The resident’s concerns about scaffolding erected around the property. The associated complaint.
The complaint is regarding the landlord’s handling of: Repairs at the property following the resident’s reports of leaks and drainage issues. The resident’s concerns regarding staff conduct. This investigation has also considered the landlord’s handling of the complaint.
This complaint is about the landlord’s handling of reports of issues with the communal bin store and pests in the resident’s property.
The complaint is about the landlord’s handling of the resident’s requests for: a kitchen replacement. insulation to the property. repairs to the driveway. the resident’s complaint.
The complaint is about the landlord’s handling of: a repair to the resident’s boiler. the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of electrical faults at her property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The removal of Japanese knotweed at the property. The resident’s complaint.
The complaint concerns the landlord's handling of: Reports of damp and mould. The related complaint.
The complaint is about the landlord's handling of repairs and improvements to the resident’s property.
The complaint is about the landlord’s handling of: the resident’s reports of noise and noise transference. the associated complaints.
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 handling of the resident's reports of damp, mould and water ingress including the remedial works required, and response to queries. the landlord’s complaint handling including its offer of compensation.
The complaint is about the landlord’s handling of reports of damp and mould and the associated repairs.
The complaint is about the landlord’s handling of: Reports of outstanding repairs. A concern raised about staff conduct. The related complaint.
This complaint is about the landlord’s response to the resident’s reports of damp and mould. The Ombudsman also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of carbon monoxide in the property. The associated complaint.
The complaint is about the landlord's handling of reports of damp and mould.
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 complaint is about the landlord’s handling of works to the property, following a road traffic incident, including: the resident’s decant from the property. internal and external repairs. the resident’s complaints about the conduct of the landlord’s operatives. the resident’s requests for further information. the landlord’s handling of the associated …
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.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The complaint is about the landlord’s: Response to the resident’s request for compensation for her flooring. Handling of repairs for damp and mould in the resident’s property. Handling of pest control work. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to various repairs within the property and the resident’s request for compensation for damaged belongings.
The complaint is about the landlord’s handling of the resident’s request for reasonable adjustments. This Service has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s request to carry out fencing works. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Issues with subsidence at the property. Reports of damp and mould in the property. The associated complaint.
The complaint is about: the landlord’s handling of the resident’s reports that she was without heating. the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports about: Her dispute with her neighbour. The conduct of the landlord’s staff and her request to deal with a female officer.
The complaint is about the landlord’s handling of repairs to the resident’s back patio doors.
| 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 |