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 communal door repairs between July 2022 and March 2023. Response to the resident’s enquiries about communal redecoration. Response to the resident’s concerns about window cleaning in 2022. Handling of the resident’s reports of anti-social behaviour (ASB) and vandalism. We have also investigated …
The complaint is about the landlord’s handling of the resident’s reports about hot water outages in the property.
The complaint is about the landlord’s handling of the resident’s reports that his neighbour’s home business was causing noise nuisance. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Concerns about communal cleaning and grounds maintenance of the block, including a subsequent mice infestation. Associated complaint.
The complaint is about the landlord’s: handling of reports of leaks, damp and mould and associated repairs. complaint handling.
The complaint is about the landlord’s handling of: reimbursement payments to the resident for running costs associated with its dehumidifier. a damp and mould survey at the property. The Ombudsman will also assess the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of a leak from the toilet. Concerns about staff conduct.
The complaint is about the landlord’s response to the resident’s request: For noise monitoring equipment to be installed. To be referred to a professional witness service. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs needed to the communal drains.
The complaint is about: The landlord’s handling of the resident’s reports of noise transfer from the cold-water tank room. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: responsive repairs following leaks to her property. subsequent complaint.
The complaint is about: The landlord’s handling of the resident’s reports of faulty windows. The associated complaint handling.
The complaint is about the landlord’s handling of: Reports of damp and mould at the property. The associated complaint.
The complaint is about the landlord's response to the leaseholder's: Reports of water ingress and associated damage to her property. Complaint.
The complaint is about the landlord’s handling of a persistent leak into the resident’s property. This Service has also investigated 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 subsequent damp and mould. Associated formal complaint.
The complaint is about the landlord's handling of: Reports of leaks and the associated repairs. The complaint.
The complaint is about the landlord’s response to the resident’s reports of leaks. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: repairs to a waste pipe. the complaint.
The complaint is about the landlord’s: Response to the resident’s: Concerns about its maintenance of drains. Request for compensation. Communication with the resident during its response to a leak. The Ombudsman has also considered the landlord’s complaint handling.
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 noise nuisance. The associated complaint handling.
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 a leak in the resident’s bathroom and the subsequent damage caused. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of Antisocial Behaviour (ASB).
The complaint concerns the landlord’s response following a fire to the property’s fuse box. This report has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of a water leak into the property. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about: The resident’s reports of leaks into the property and the subsequent damage and loss of earnings. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident's reports of radiator issues on the ground floor of 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 a leak and request for compensation. The landlord’s handling of the resident’s report of no heating or hot water. The landlord’s response to the resident’s reports of unlawful occupation and noise nuisance from a neighbouring flat. The landlord’s …
The complaint is about the landlord’s: Handling of outstanding repairs in the property. Handling of damp and mould in the property. The Ombudsman has also investigated the landlord’s handling of the complaint, including the level of compensation offered.
The complaint is about the landlord’s handling of: Repair works, including the resident’s concerns about scaffolding and damage to paving slabs. The resident’s complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s fire exit door. The resident’s request for anti-climb paint to be installed on the gas pipe outside the property. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of property adaptations. The Ombudsman has also decided to investigate the landlord’s complaint handling.
The resident’s complaint is about the landlord’s response to his reports of anti-social behaviour (ASB) and a neighbour’s reports of ASB about the resident. The Ombudsman will consider the landlord’s complaint handing.
The complaint is about: The landlord’s handling of repair works following burst pipes and flooding. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord's handling of reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of reports of antisocial behaviour (ASB) about a neighbour, and its response to counter reports received about the resident. The Ombudsman has also considered the landlord’s complaint handling and record keeping.
The complaint is about the landlord’s handling of the resident’s: Reports of disrepair issues causing pest infestations including rats, mice and tropical ants. Reports of antisocial behaviour by other residents involving fly tipping and incorrect rubbish disposal attracting pests. Report of a fire in the bin close to her property. …
The complaint is about the landlord’s handling of the resident’s repair and subsequent compensation offered by the landlord. The Ombudsman assessed the landlord’s handling of the associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s concerns about fire safety due to a hoarded property.
The complaint is about: How the landlord handled ongoing repairs to the residents door entry system between the dates September 2020 to July 2021. How the landlord handled the second complaint about the above initially raised in January 2021. This service has also considered the landlords record keeping.
The complaint is about the landlord’s handling of the resident’s reports of leaks, roof issues and subsequent damage.
The complaint is about: The landlord’s handling of reports of attempted break-ins to the resident’s property as well as the resident’s request for support. The landlord’s handling of the complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour and harassment. Handling of the resident’s request to be transferred. Handling of the resident’s reports about the conduct of a member of staff. Complaints handling and record keeping.
The complaint is about: The landlord’s handling of adaptations to the resident’s kitchen and reports of damage caused during the work. The landlord’s handling of the associated formal complaint.
The resident complained about the landlord’s handling of her complaint about kitchen and bathroom upgrades.
| 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 |