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: Response to the resident’s reports that repairs were needed to his roof and that there was damp and mould throughout his property. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s reports of: Pests in the loft. Damp and mould. The condition of the kitchen. The condition of the windows and external doors.
The complaint is about the landlord’s handling of: Damp and mould in the resident’s property. The temporary alternative accommodation.
The complaint is about the landlord’s handling of the resident’s concerns of a draught coming through his windows. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB).
The complaint is about the landlord’s handling of the resident’s reports of roof leaks. The Ombudsman has also considered the landlord’s associated complaint handling.
The complaint is about the landlord’s handling of the resident’s: responsive repairs. subsequent complaint.
The complaint is about: The landlord’s response to reports of damp and mould. The landlord’s handling of door and window replacements. The associated complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of an ongoing leak. Associated formal complaint.
This complaint is about the landlord’s handling of:
The complaint is about the landlord’s handling of: The resident’s reports of trees blocking her window. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of pest infestation in the property.
The complaint is about: The landlord’s response to the resident’s concerns relating to the replacement of her front door. Complaint handling.
The complaint is about the landlord’s handling of repairs and damp and mould in the resident’s property, and its handling of the associated complaint.
The complaint is about: The landlord’s handling of the resident’s concerns about a sewage leak at her property. The landlord’s handling of the resident’s reports of a leak from the property above. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of: Damp and mould in the property. A mite infestation. The complaint and the level of compensation offered.
The complaint is about the landlord’s handling of: Repairs to the extractor fan vent and roof. Repairs to the patio doors. Damp and mould and associated repairs to the bathroom ceiling and walls. The formal complaint.
The complaint is about the landlord’s: Response to reports of drainage issues. Response to repairs to the bathroom flooring and skirting board. Level of communication provided regarding the repairs. Handling of the complaint.
The complaint is about the landlord’s handling of: The administration of the resident’s service charge account, quality of services and service charge queries. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The complaint is about the landlord’s handling of the resident’s reports about leaks in her kitchen.
The complaint is about the landlord’s handling of: The resident’s reports of repairs required to the property. The associated complaint.
The complaint is about the landlord’s response to the resident about bathroom repairs.
The complaint is about the landlord’s handling of the resident’s concerns about gas safety at her property.
The complaint is about the landlord’s handling of the resident’s: reports of mice and bedbug infestations in his property; reports of antisocial behaviour (ASB); associated complaint.
The complaint is about the landlord’s handling of: Repairs following a leak from the hot water cylinder. The associated complaint.
The complaint is about the landlord’s handling of the annual gas safety check of the property.
The complaint is about the landlord’s response to the resident’s reports about leaks into the property. This service will also consider the associated complaint handling.
The complaint is about the landlord’s handling of: The boiler replacement and associated repairs. Outstanding void repairs. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of ASB. Complaint handling.
The complaint is about the landlord’s handling of reports of delays in communication by the sustainability team.
The resident’s complaint is about: The landlord’s handling of requests for improvement in the maintenance of the communal garden. The landlord’s handling of requests for cleaning and renovation of interior decoration and carpets in communal areas. The landlord’s handling of lift repairs, including delays in replacing the communal lift. The …
The complaint is about the landlord’s handling of: The void works and the resident’s reports of repair issues upon moving into the property. The boiler repair issues. The landlord’s handling of the complaint has also been considered.
The complaint is about: The landlord’s handling of the residents reports of damage to a window blind and sofa. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports concerning: The lettings process including the viewing and sign-up process. The condition of the property when let, including outstanding repairs and the condition of the garden and overgrown trees. Repairs required at the property. The associated complaint.
The complaint is about the landlord’s response to the resident’s reports regarding: Repairs required to her property following a water leak. Damp and mould at her property. Its complaint handling.
The complaint is about: The landlord’s response to the resident’s report about her roof. The landlord’s complaint handling.
The complaint is about; The landlord’s handling of a leak in the resident’s property. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of repairs related to damp and mould reports. The landlord’s handling of repairs to an external wall and gates. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of plastering repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: response to the resident’s reports regarding repairs to her windows and conservatory roof. complaints handling.
The complaint is about the landlord’s handling of: The landlord’s handling of bathroom repairs. The landlord’s decision not to investigate the complaint.
The complaint is about the landlord's: Handling of repairs to the resident’s front door. 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 handling of the resident's reports of damp and mould. The Ombudsman investigated the landlord's complaint handling.
The complaint is about the landlord's response to the delay in the sale of the resident’s property following his death.
This complaint is about the landlord’s: response to the resident’s concerns about its handling of major works; complaint handling.
The complaint is about: The landlord’s handling of the resident’s report regarding a section 20 notice for upgrades to the apartment building and the reported impact on the sale of the property. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s Right to Acquire (RTA) application. 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.
| 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 |