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 repair and cleanliness issues in the property at the start of the tenancy. Reports of damp and mould. Associated formal complaint.
The complaint is about the landlord’s handling of damp and kitchen door repairs at the resident’s property.
The complaint is about the landlord’s handling of the resident’s: Reports of damp within his property. Associated complaint.
The complaint concerns the landlord’s: Administration of the resident’s rent account. The related complaint.
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould, and associated outstanding repairs; Complaint. This reports has also assessed the landlord’s record keeping.
This complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB). Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports concerning: The toilet. The shower. The lack of heating in the property. The internal and external walls. The complaint and level of compensation offered.
The complaint is about the landlord’s handling of: The resident’s reports of loss of heating. The resident’s report of a bathroom sink repair. The complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s shower and toilet. Replacing the resident’s front door. The resident’s associated complaint.
The complaint is about the landlord’s handling of: Reports of damp and mould in the property. Repairs to the windows in the property. The associated complaint.
The complaint is about how the landlord handled blocked drains 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 reported concerns about staff conduct. The Ombudsman has also assessed the landlord’s: record keeping complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of defects and subsequent outstanding repairs to the property. Associated formal complaint.
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB) from the neighbour. The associated complaint.
The complaint is about the landlord’s response to the resident’s reports of damage caused to a window. This Service has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s request that it pay compensation for damage caused to her property following a leak.
The complaint is about the landlord’s: Response to the resident’s concerns regarding the waterlogged condition of the garden. Handling of the complaint.
The complaint is about the landlord’s handling of the resident’s proposed adaptation works, and its associated communications.
The complaint is about the landlord’s handling of fence repairs.
This complaint is about the landlord’s handling of: Reports of damp and mould within the property. The associated complaint.
The complaint is about: The landlord’s handling of a complaint against the resident. The landlord’s handling of the resident’s complaint.
The complaint refers to the landlord’s handling of estate management matters and repairs reported by the resident as follows: Paving around the front entrance. Repainting the front door. Garden maintenance and hedge planting. Nesting pigeons and installing a deterrent. Roof repairs following storm damage. The Ombudsman has also considered the …
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour. 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 from the property next door.
The complaint is about the landlord’s response to the resident’s concerns about the condition of the property . The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of a leak into the property and the associated repairs.
The complaint is about: The landlord’s handling of heating repairs (including concerns about the adequacy of the heating). The landlord’s complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about: The landlord’s handling of various repairs to the property (including to the doors, flooring and bathroom ceiling) following the orders in a previous Ombudsman report. The handling of the associated complaint.
The complaint is about the landlords response to the resident's request for repairs to the patio door handles and locking mechanism.
The complaint is about the landlord's handling of the resident’s concerns about the suitability of decant accommodation. The Ombudsman will also investigate the landlord’s complaint handling.
This complaint is about the landlord’s handling of: Reports of water ingress into the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of window repairs.
The complaint is about the landlord’s handling of the resident’s reported concerns about: artex and asbestos; damp and mould; the condition of the kitchen and bathroom. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s:
The complaint is regarding the landlord’s response to the resident’s reports of a leak, the associated repairs and reports of damp and mould. This investigation has also considered the landlord’s handling of the complaint, and the level of compensation offered.
The resident’s complaint is about the landlord’s handling of his report of threatening behaviour by a neighbour.
The complaint is about the landlord’s handling of: subsidence in the property; repairs to the shower. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of damp and mould in a main bedroom and dining room. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise nuisance from his neighbour. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of 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 the resident’s reports of leaks and associated damp and mould affecting her property. The Ombudsman has decided to consider the landlord’s complaint handling.
The complaint is about: The landlord’s handling of interior, window frame, and electrical repairs at the resident’s property. The landlord’s handling of bath and accessibility adaptations at the resident’s property.
The complaint is about the landlord’s handling of parking management at the resident’s block by its freeholder’s managing agent.
This complaint is about the landlord’s handling of: The resident’s reports of repairs and damp in her bathroom. The associated complaint.
The complaint is about the landlord's: Response to requests for repairs to the kitchen window. Response to reports of issues with the intercom system. Complaint handling.
The complaint is about the landlord’s handling of the resident’s report of damp and mould in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of damp and mould and request for windows to be replaced. This Service has also considered the landlord’s handling of the complaint.
The complaint is about: The landlord’s handling of damp and mould in November 2022. The landlord’s handling of damp and mould in September 2023. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of a leak. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: handling of insulation and loft repairs. 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 |