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: Damp and Mould in the resident’s property. Heating and repairs in the resident’s property. Pest control. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Reports of a leak and subsequent repairs, damp and mould in the resident’s property. The associated complaint.
The complaint is about the landlord's handling of: the resident’s reports of a leak into the property. the complaint and the level of redress offered.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of the resident’s request for a property transfer. The landlord’s complaint handling is also considered.
The complaint is about the landlord’s handling of the resident’s: Reports of kitchen repairs related to pest control issues. Request for a replacement kitchen and bathroom. Associated formal complaint.
The complaint is about the landlord’s handling of: The resident’s reports of repairs to the garden. The resident’s reports of repairs to the back door. The associated complaint.
The resident’s complaint is about: The landlord’s handling of reports of damp and mould in the resident’s property. The landlord’s handling of the resident’s complaint.
This complaint is about the landlord’s handling of reports of a lack of loft insulation and the associated complaint.
The complaint is about delays to repairs in the property and the compensation awarded.
The complaint concerns the landlord’s: Response to reports of a rodent infestation. Handling of reports relating to communal repairs and cleaning. Response to reports relating to a bad smell in the bathroom. Handling of the related complaint.
The complaint is about the landlord’s response to the resident’s reports of repairs including taps and pipework; metal sticking out of the bedroom floor; broken guttering; and damp and mould. We have also considered the landlord's complaint handling.
The complaint is about the landlord’s response to the resident’s reports about antisocial behaviour (ASB) and its subsequent decision not to investigate.
The complaint is about the landlord’s: Handling of repairs to the property, specifically relating to broken guttering and repointing. Response to the resident’s reports of damp, mould and water ingress.
The complaint is about the landlord’s: Handling of damp and mould. Handling of repairs to the resident’s window, door, and stairs. Handling of heating issues. Handling of repairs to the roof. Handling of asbestos in the resident’s property. The Ombudsman has also investigated the landlord’s record keeping.
The complaint is about the landlord’s handling of: A leak in the resident’s bathroom. The associated complaint.
The complaint is about the landlord’s handling of reports of damp and mould and associated repairs at the resident’s property. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of the resident’s reports of: a leak from the roof. damp and mould in her property.
The landlord’s handling of the resident’s reports of heat loss from the property. This Service has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of other residents leaving bulk refuse in the communal bin store, and the associated costs being added to the communal service charges. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of: Reports of blockages in the resident's kitchen. Reports of mice infestation in the property. Reports of a lack of fire escape provision. The associated complaint.
The complaint is about: The landlord’s management of flooring works. The landlord’s handling of the resident’s claim for compensation due to damage to the carpet. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of damp in the property, including her concerns that it had not been addressed during the voids process. Complaint handling.
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 the resident’s reports of Antisocial Behaviour (ASB).
The complaint is about the landlord’s response to the resident’s reports about repair issues in her property.
The complaint is about the landlord’s response to the resident’s reports of: brickwork and roof repairs. electrics tripping intermittently in the kitchen. damp. The Ombudsman has also assessed the landlord’s: complaint handling. record keeping.
The complaint concerns the landlord’s handling of repairs to the outhouse of the resident’s property. This investigation has also considered the landlord’s record keeping.
The complaint is about the landlord's response to the resident's: Reports of water ingress and associated damp and mould; Complaint. This report has also assessed the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s reports of several repairs. This investigation also considers the landlord’s complaint handling and record keeping.
The complaint is about the landlord’s handling of the resident’s application for a management move and its handling of the resident’s reports of anti-social behaviour (ASB). This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the resident’s toilet.
The complaint is about: The condition of the property when it was let to the resident. The landlord's handling of reported repairs. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of: The resident’s reports of damp/mould and structural damage within his property. The resident’s concerns relating to asbestos within his property. This Service has also investigated the landlord’s handling of the associated complaint.
The complaint is about: the landlord’s handling of the resident’s temporary decant. the landlord’s handling of the associated complaint.
The complaint is about: the landlord’s handling of the resident’s concerns about security issues, including the use of CCTV and the attendance of the landlord’s security contractors. the landlord’s handling of the resident’s reports of communal repairs and maintenance. the landlord’s handling of the resident’s service charge queries. the landlord’s …
The complaint is about the landlord’s handling of the resident’s reports of damp and mould.
The complaint concerns the landlord’s: Handling of the resident’s reports of a defective roof. Handling of the related complaint.
The resident’s complaint is about the landlord’s handling of the loss of gas supply to the property. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about: The landlord’s management of the kitchen works. The landlord’s record keeping. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: response to the resident’s concerns about repair issues at the property, including damp and mould; complaints handling and offer of compensation.
The complaint is about the landlord’s handling of: reports of issues with the hot water system. reports of a leak in the bathroom. requests for reasonable adjustments. the associated complaint.
The complaint is about the landlord’s handling of the resident’s report of a leak from the water tank in her home.
The complaint is about the landlord’s handling of: The resident’s reports about the condition of the garden. The resident’s complaint.
The complaint is about the landlord's handling of reports of noise nuisance from a neighbouring property. The landlord’s complaints handling has also been investigated.
The complaint is about how the landlord handled the resident’s report of noise from his neighbour . The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Cyclical redecoration and maintenance including its communication with the resident. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of: The contractor causing damage to the windows. The contractor accessing the property without prior notice. Damage to her belongings and garden. Debris and rubbish being left in the garden by the contractor. Concerns about the associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of a leak at her property. The landlord’s record keeping. The landlord’s complaint handling.
The complaint is about: the landlord’s handling of the resident’s reports of repairs to the toilets in the property, the landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of the reports of emergency repairs due to lack of heating and hot water at the property. The landlord’s handling of a complaint about an out of hours call to its repairs service.
| 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 |