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 reports of delays completing repairs to the boiler. Response to the request to cancel the service charge arrears. Handling of the associated complaint and processing of the compensation offered.
The complaint refers to the landlord’s: Handling of reports of a flood and upsurge, and the subsequent request for a deep clean. Its complaint handling and compensation offered. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of repairs following a leak in the resident’s kitchen.
The complaint is about the landlord’s handling of the resident’s: Reports of Antisocial behaviour (ASB). Request to be rehoused. Associated complaint.
The complaint is about the landlord’s handling of reports of drainage, flooding, damp, mould and floor issues. 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 a leak, and the associated damp and mould. Complaint.
REPORT COMPLAINT 202228862 London Borough of Hackney 22 March 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 […]
The complaint is about the landlord’s: Handling of reports of damp and mould in the property. Complaint handling.
The complaint is about the landlord’s: Handling of repairs to the kitchen and bathroom in the property. Communication regarding planned improvement works in the property. Handling of repairs to a garden wall. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The complaint.
The complaint is about the landlord’s handling of reports of subsidence. The landlord’s record keeping has been investigated. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of: Repairs to the boiler. The resident’s complaint.
The complaint is about the landlord’s handling of the resident's concerns of repairs required to the front and rear doors of the property, following break-ins. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the ceiling. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and harassment from her neighbours.
The complaint is about the landlord's handling of reports of repairs issues, and damp and mould. The Ombudsman has also considered the landlord’s: Complaints handling. Record keeping.
The complaint is about: The landlord’s handling of reports of damp and mould in the property. The associated complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of alleged antisocial behaviour (ASB) and noise nuisance. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of: The resident’s reports of the communal lifts within her block breaking down. The associated complaint. The Ombudsman has considered the landlord’s knowledge and information management.
The complaint is about the landlord’s handling of improvement works to a bathroom. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the Electrical Installation Condition Report (EICR). Complaint handling.
The complaint is about the landlord’s handling of outstanding repairs, including 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 rats in the property. Response to the resident’s reports of a leaking toilet at the property. Handling of the associated complaint.
The complaint is about the landlord’s handling of repairs to the communal lift. The Ombudsman has decided to consider: The landlord’s record keeping. The landlord’s complaint handling.
This complaint is about the landlord’s: Handling of structural movement to the property’s extension; Response to the resident’s report of a flood; Response to the resident’s reports of leaks, damp and mould. The Ombudsman also considered the landlord’s complaint handling.
The complaint is about the landlord’s: response to the resident about antisocial behaviour (‘ASB’) from tenants of a leasehold flat below. complaint handling.
The complaint is about the landlord’s handling of the resident’s: request for a move. reports of Anti Social Behaviour (ASB). This Service has also considered the landlord’s: complaint handling. consideration of the resident’s vulnerability.
The complaint is about the landlord’s handling of the resident’s complaint concerning its handling of her bathroom repairs, and its offer of compensation.
The complaint is about: The landlords response to the residents reports of anti social behaviour (ASB). The landlords response to the residents concerns over the fire safety of her property. The landlords handling of the associated complaint.
REPORT COMPLAINT 202218260 London & Quadrant Housing Trust (L&Q) 26 February 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The landlord's response to the resident's queries about service charges. The landlord’s handling of the complaint.
The complaint is about the landlord’s handling of outstanding repairs to the resident’s property, including the level of compensation offered. The Ombudsman has also investigated the landlord’s handling of the 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 the resident’s: Request for window repairs. Request for ceiling repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of no heating and hot water due to a faulty boiler.
The complaint is about the landlord’s handling of a leak in the resident’s property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The landlord’s handling of repairs relating to water ingress. The landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s reports about multiple outstanding repairs.
The resident’s complaint is about the landlord’s handling of: the replacement bedroom flooring; the complaint, including compensation offered.
The complaint is about the landlords handling of the resident’s: Reports of window repairs. Reports of issues in the communal areas. Associated complaint.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour. Complaint handling.
The complaint is about the landlord’s handling of the resident’s report about the conduct of a repair’s operative. The landlord’s complaints handling has also been investigated.
The complaint is about the landlord’s handling of: The resident’s reports of loss of heating and hot water in her property. The resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about: The landlord’s response to the resident’s reports of a rodent infestation and its handling of a bathroom and kitchen installation. The landlord’s response to the resident’s reports of damp and mould. The landlord’s response to the resident’s reports of his vulnerabilities. The landlord’s response to the …
The complaint is about the landlord’s handling of the resident’s: Reports of multiple outstanding repairs, mostly as a result of leaks to the property. Associated formal complaint.
The complaint is about: The landlord’s handling of the resident’s request for trunking to be removed from her property and the arrangements to decant her temporarily to carry out the work. The landlord’s complaints handling.
The complaint is about: The landlord’s response to the resident’s reports of a leak. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Concerns about leaks, damp and mould, and the associated repairs. Request to move the radiators in the property. The Ombudsman has also considered 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 resident’s reports concerning the landlord’s handling of: Repairs required at the property including cracks in the walls and ceilings, asbestos removal works required at the property and reported snagging issues in relation to flooring, skirting boards, the bath panel, gaps around the doorstep and skirting, …
| 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 |