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 roof leaks affecting her loft and kitchen ceiling, including the landlord’s communication. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of: reports of anti-social behaviour, including noise nuisance and noise transference. the resident’s request for rehousing on medical grounds. the associated complaint.
The complaint is about the landlord’s: Handling of the resident’s transfer application. Complaint handling.
This complaint is about the landlord’s: Response to various disrepair issues in the property and the resident’s related concerns about the conduct of its operatives. Complaint handling.
The complaint is about: the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise nuisance. the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of a notice to remove fencing from outside of the resident’s property and the landlord’s conduct of a visit to the property. The landlord’s complaint handling is also considered.
This complaint is about: The landlord’s response to the resident’s complaints about its handling of roof repairs. The landlord’s complaint handling. Both elements of this investigation involve the landlord’s handling of and response to the resident’s complaint. The investigation considers firstly the reasonableness, thoroughness, and accuracy of the landlord’s responses …
The complaint is about the landlord’s: Handling of the resident’s reports of no gas heating or hot water at the property. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of carbon monoxide leaks at the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs required in the resident’s property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of resident’s reports of defects identified with his new build property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of issues with the communal security gate.
The complaint is about: The landlord's handling of the resident’s reports of a leak from the flat above.
The complaint is about the landlord’s handling of: The resident’s reports of a leak and the associated remedial repairs. The resident’s reports of issues with heating and hot water in his property. The resident’s concerns about ventilation in his property. Reports of breakdowns to the communal lift for the building. …
This complaint is about the landlord’s handling of: Damp and mould in the resident’s property. A leak in the resident’s kitchen and subsequent loss of hot water. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Response to reports of water ingress and associated damp and mould. Handling of the complaint.
This complaint is about the landlord’s handling of the resident’s request for a management pack.
The complaint is about the landlord’s handling of the resident’s: Reports of damp, mould, and the associated repairs. Reports of repairs to the windows. The Ombudsman has also considered the landlord’s complaint handling.
The complaint concerns the landlord’s: Handling of the resident’s reporting of repairs to the property including the wet room. Complaints handling.
The complaint is about: The landlord's handling of repairs to the resident's shower unit. The landlord's complaints handling.
The complaint is about the landlord’s response to the resident’s reports of required repairs to the property staircase. We have also looked at the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A leak into the resident’s property from a neighbouring property. The associated complaint.
The complaint is about the landlord’s handling of reported leaks in the property.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Reports of damage to her possessions caused by damp and mould. Formal complaint.
The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB). Handling of the resident’s associated complaint.
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 202324823 London Borough of Redbridge 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 […]
REPORT COMPLAINT 202115193 London & Quadrant Housing Trust (L&Q) 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 […]
The complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB). Reports of damp and mould. The Ombudsman has also investigated the landlord’s handling of the complaint and the level of compensation offered.
The complaint is about the landlord’s response to the resident’s reports of water pressure issues. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of the resident’s: Reports of repairs. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould at her permanent residence. Damp and mould at her temporary accommodation. Drug usage near her temporary accommodation. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Damp and mould in the property. Electrical work. The complaint and the level of compensation offered including the resident’s damaged personal belongings and furniture.
The complaint is about the landlord’s handling of roof repairs, following reports of a leak. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to: the resident’s reports of issues with the gas supply. the resident’s reports of a contaminated water supply. the resident’s reports of repairs. the handling of the resident’s complaint.
This complaint is about the landlord’s response to the resident’s complaint about the security and condition of the block, anti social behaviour (ASB), repairs needed to the emergency door releases, and fire safety signs.
The complaint is about the landlord's handling of repairs to the patio and paving at the front of the property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns of cigarette smoke. Response to the resident’s report of not having hot water. Handling of bathroom and window repairs following a mutual exchange and associated contractor appointments. Complaint handling including knowledge and information management.
The complaint is about the way the landlord responded to the resident’s reports that it had sold land belonging to her property.
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 response to the resident’s: Concerns about securing her property. Concerns about staff conduct. Request for a management move.
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 the resident's reports of blocked pipes and damage to a washing machine.
The complaint is about the landlord’s: Handling of the resident’s requests for adaptations. Response to the resident’s concerns about cavity wall insulation. Complaint handling.
The complaint is about how the landlord handled the applicant’s complaint regarding his discretionary tenancy application.
The complaint is about: The landlord’s handling of the resident’s windows and a communal door being in disrepair and in need of replacement. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of reports of damp and mould. The landlord’s complaint handling.
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 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.
| 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 |