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: 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: The resident’s reports of repairs, in particular: Kitchen units. Cracks in the walls and ceilings. Floorboards. Garden. The resident’s concerns about its temporary construction site. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s: Response to the resident’s concerns about leaks, damp and mould; Complaint handling. The Ombudsman also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s reports about multiple outstanding repairs.
The residents have complained about the landlord’s handling of repairs issues, in particular: The installation of a new front door. Damp and mould. The bathroom light. The installation of an extractor fan in the kitchen. The Service has also investigated the landlord’s communication and complaint handling including the level of …
The complaint is about the landlord’s handling of the resident’s request for a replacement kitchen. This Service has also investigated the landlord’s complaint handling.
REPORT COMPLAINT 202213082 Lambeth Council 5 February 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 case. This […]
The resident’s complaint is about the landlord’s handling of: Requests for repairs. Requests for tree maintenance. A request to replace a boundary hedge with a fence. The Ombudsman has also considered the landlord’s complaints handling when considering the complaint.
The complaint is about: The landlord’s handling of the resident’s request to refurbish her kitchen. The Ombudsman has also investigated the landlord’s complaint handling, and level of compensation offered.
The complaint is about the landlord’s handling of repairs to the heating and hot water in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of a request to complete repairs in the resident’s bathroom.
The complaint is about the landlord’s response to the resident’s repairs reports and concerns about the letting condition of her former property.
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 damp and request for repairs following a leak. 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 response to the resident’s reports of outstanding repairs to her flooring. The Ombudsman has also considered the landlord’s complaint handling.
The resident’s complaint is about the landlord’s: Response to the resident’s reports of faults with the heating and hot water system; Handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs. Concern about charges for communal heating. Complaint.
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 resident’s complaint is about the landlord’s: Handling of repairs: Arising from a leak in the bathroom, and the subsequent associated repairs she requested to floorboards, flooring (including carpets), the bath, ceilings and a cupboard on the floor below; To the back doors; To a bedroom window; To her garden …
The complaint is about the landlord’s handling of: The resident’s reports of no gas supply in the property to enable the resident to use her cooker. Reported damage to the resident’s furniture during the move to her current property. Reported repairs including damaged kitchen cupboards and worktops and a damaged …
The complaint is about the landlord's response to the resident’s request for a parking space. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of cracks in his property and the communal areas. Concerns about the structural integrity of major components within the building. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about the standard of cleaning in the communal areas. The Ombudsman has also investigated the landlord's complaint handling.
The complaint is about the landlord’s handling of: Reports of an ongoing leak. The resident’s complaint. The investigation also considers the landlord’s: Communication with the resident. Record keeping.
The complaint is about the landlord’s handling of: The resident’s requests for it to remove and reimburse her service charges for water storage tanks. The resident’s requests for it to restore her independent mains water supply. Its complaint handling.
The complaint is about delays in the landlord installing a fan in the bathroom. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s request to succeed to her mother’s tenancy.
The complaint is about the landlord’s handling of: Reports of noise nuisance from a neighbouring property. The associated complaint
The complaint is about the landlord’s handling of repairs to the wet room.
The complaint is about the landlord’s response to the resident’s: queries about heating and hot water charges. concerns about loft insulation. request to move the heating control panel.
This complaint is about the landlord’s handling of requests for information from its external insurance provider. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Major works to the communal parts of the building. Its potential purchase of the resident’s property.
The complaint is about: The landlord’s response to the resident’s requests for it replace her property’s draughty windows, front door and frame, and compensate her for this. The landlord’s complaint handling.
The complaint is about information the landlord provided about the applicant’s right to a mutual exchange. The Ombudsman has also considered the landlord’s knowledge and information management. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's: Handling of a leaking roof causing water damage to the property. Complaints handling. The Ombudsman has also considered the landlord’s knowledge and information management.
The complaint is about the landlord’s handling of repairs to windows. The Ombudsman has also decided to investigate the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in her property. The associated complaint.
The complaint is about the landlord’s response to the resident’s: reports of anti-social behaviour (ASB). queries about the back garden boundary. 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 between May 2022 and August 2022. Response to the resident’s reports of noise nuisance from the property above. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of noise and fouling caused by birds. The Ombudsman has also considered the landlord’s handling of the resident’s associated 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 a leak into the resident’s property. The associated complaint.
The complaint is about the landlords’ handling of: repairs to the guttering, and internal remedial works and damage to the resident’s belongings. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and hate crime.
The complaint is about the landlord’s: Response to the resident’s reports of water ingress. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports concerning: Leaks, damp and mould in the property. Repairs required to the kitchen window. The associated complaint.
This complaint is about the landlord’s response to concerns about heating in the resident’s home.
The complaint is about the landlord’s handling of roof leaks and resultant damage, including ceiling collapse. This service has also considered the landlord’s complaint handling approaches.
| 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 |