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.
Decision Case ID 202426493 Decision type Investigation Landlord Stonewater Limited Landlord type Housing Association Occupancy Assured Tenancy Date 14 October 2025 Background The resident lives in a 2-bedroom flat with her son. She has […]
Decision Case ID 202435463 Decision type Investigation Landlord ForHousing Limited Landlord type Housing Association Occupancy Assured Tenancy Date 13 October 2025 Background The resident lives in a 1-bedroom flat. She has COPD and mental […]
Decision Case ID 202335927 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Assured Tenancy Date 13 October 2025 Background 1. The resident reported damp and mould to the landlord […]
Decision Case ID 202223339 Decision type Investigation Landlord Sage Rented Limited Landlord type For profit Occupancy Assured Tenancy Date 13 October 2025 Background The resident lives in a 2-bedroom house owned by the […]
Decision Case ID 202427982 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 13 October 2025 Background The resident lives in a 1-bedroom house with a storage heating system. […]
Decision Case ID 202430316 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 10 October 2025 Background The resident lives in a 4-bedroom house with her family. What […]
Decision Case ID 202312997 Decision type Investigation Landlord GreenSquareAccord Limited Landlord type Housing Association Occupancy Assured Tenancy Date 10 October 2025 Background 1. The resident lives alone in a 2-bedroom first floor flat in a […]
Decision Case ID 202345962 Decision type Investigation Landlord Karibu Community Homes Limited Landlord type Housing Association Occupancy Shared Ownership Date 9 October 2025 Background The resident is a shared owner with an assured tenancy […]
The complaint is about the landlord’s: Handling of an application for tenancy succession. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s tenancy succession application. The resident’s request to appoint an authorised representative. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: request to succeed her mother’s tenancy. complaint.
This complaint is about the landlord’s response to the resident’s request to succeed his late mother’s tenancy.
The complaint is about: The landlord’s response to the resident’s reports of disrepair to her flooring. The landlord’s failure to provide the resident with information about the presence of asbestos in her property at the start of her tenancy. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s stay in temporary accommodation, including its decision not to grant this as a permanent tenancy.
The complaint is about the landlord’s response to the resident’s: Reports of leaks, damp, and mould. Concerns about her energy bills, rent account, and other tenancy issues. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about how the landlord handled the granting of the resident’s starter tenancy.
The complaint is about the condition of the resident’s property at the start of her tenancy.
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.
The complaint is about the landlord’s handling of the resident’s rent account at the end of the tenancy.
The complaint is about the landlord’s handling of: An error on the resident’s tenancy agreement which impacted her mutual exchange application. The associated complaint.
The complaint concerns the landlord’s handling of the resident’s request to assign his tenancy to his daughter.
The complaint is about the landlord’s handling of the resident’s application to it for financial support for her tenancy.
The complaint is about the landlord’s handling of concerns about: the condition of the property at the start of the tenancy. outstanding repairs at the property. pest infestation. staff conduct. antisocial behaviour (ASB). We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s request to update her household details on her tenancy file. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports of repairs. Response to the resident's concerns about her contact details and her access to her tenancy account online. This investigation also considers the landlord’s complaint handling and record keeping.
The complaint is about the condition of the property at the start of the tenancy and the landlord’s handling of subsequent repairs. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: The landlord’s response to the resident’s health issues and its handling of her request for adaptations and reasonable adjustments to be made. The landlord’s handling of the resident’s reports of the property condition at the start of the tenancy. The landlord’s complaint …
The complaint is about the resident’s reports about the landlord’s handling of; Damp and mould and the subsequent remedial repairs in the property. The claim for damage to the household’s belongings. The management of the tenancy including audits and an alleged breach resulting in allegations of discrimination. The associated complaints.
The complaint is about the landlord's handling of the resident’s: Request to succeed to her mother’s tenancy. Associated complaint.
The complaint is about the landlord’s: Handling of reports of roof leaks, major works, and reports that the property was not fit to let at the start of the tenancy. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s rent account including his late mother’s arrears after the resident succeeded the tenancy. The related complaint.
The landlord’s: Handling of the resident’s report of the property condition from tenancy sign up. Communication around the rent and rent in advance payment prior to tenancy sign up. Visits after the tenancy started. The Ombudsman has also considered the landlord’s: Complaint handling associated with the resident’s request for compensation. …
The complaint is about how the landlord handled the resident’s request to assign her tenancy to her daughter.
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: 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 the resident’s: Reports of repair and cleanliness issues in the property at the start of the tenancy. Reports of damp and mould. Associated formal complaint.
The resident’s complaint is about: The landlord’s response to concerns about the condition of the resident’s property when his tenancy commenced. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Response to reports of rubbish accumulation in the resident’s garden and associated staff behaviour. Response to the resident’s request for a sole tenancy and associated universal credit (UC) claim. Complaint handling .
The complaint is about the landlord’s decision to accept a notice to quit the joint tenancy and re-grant sole tenancy to the resident’s wife. We have also considered the landlord’s: record keeping. complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Decisions to issue the resident with tenancy warnings. Handling of his associated complaints.
This complaint is about how the landlord handled: The resident’s reports of noise nuisance, antisocial behaviour and tenancy breaches from her upstairs neighbour. The resident’s concerns that the path outside her house and a corridor were being used inappropriately by third parties, including a dispute about whether the path and …
The complaint concerns the condition of the property at the start of the tenancy. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s concerns about its administration of his tenancy, including his rent account. The level of service provided to the resident by the landlord’s customer service hub. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the ending of the resident’s tenancy.
The complaint is about the landlord’s handling of recharges at the end of the resident’s tenancy. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The landlord’s handling of repairs. The landlord’s response to the resident’s request for adaptations. The landlord’s response to the resident’s request for reasonable adjustments. How the landlord responded to the resident’s concerns about the Tenancy Management Organisation (TMO) and the landlord’s monitoring. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s request to succeed to her mother’s tenancy.
The complaint is about the landlord’s: Handling of the resident’s application to succeed to her mother’s tenancy. Complaint handling.
The complaint is about: The information provided by the landlord before the resident accepted the tenancy. The landlord’s response to the resident’s request to alter the property. The Ombudsman has also investigated the landlord's complaint handling.
The complaint is about the condition of the property at the start of the resident’s tenancy and how the subsequent repairs were handled by the landlord.
| 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 |