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 resolve damp and mould. Decision not to decant the resident. Handling of the resident’s concerns about the conduct of contractors. Response to the resident’s concerns about asbestos. Handling of the associated complaint.
The complaint is about the landlord’s: Response to the resident’s concerns that a neighbour had erected a patio and fence without permission. Handling of the complaint.
The complaint is about the landlord’s handling of the: Resident’s reports of concerns with the communal cleaning. Resident’s reports of repairs to the communal entrance door.
The complaint is about the landlord’s handling of: The resident’s request for repairs to the wet room in the property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports about excessive heat and poor ventilation in the property including its offer of compensation. Associated complaints.
The complaint is about the resident’s reports about the landlord’s handling of repairs to the metal panel attached to her balcony.
The complaint is about the landlord’s handling of the resident’s reports of a leak, and the associated repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint concerns the landlord's response to the resident’s reports of strong smells in her flat.
The complaint is about the landlord’s handling of: The resident’s reports of a broken fence and other garden issues. The resident’s report of damage caused to garden furniture and contractor behaviour. The complaint.
The complaint is about the landlord’s handling of: the resident’s request for adaptations. the associated complaint.
The resident’s complaint was about the landlord’s handling of reports of damp and mould and of a leak flooding the basement below the property.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour.
The complaint is about the condition of the property at the start of the tenancy and the landlord’s handling of subsequent repairs. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s reports about repairs to his kitchen, including his request for a full kitchen replacement. The resident’s reports about repairs to the windows in the property, including his request for all windows to be replaced. The landlord’s complaint handling has also …
The complaint is about the landlord’s handling of the resident’s request for further information about its 2021/2022 service charges. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord's handling of: Communal repairs. The communal cleaning. The resident’s associated complaint.
The complaint is about the landlord’s communication regarding obtaining an energy performance certificate and its process for installing solar panels. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the: Resident’s reports of damp and mould. Resident’s reports of concerns with the drainage at the property. Associated complaint.
The complaint is about the landlord’s handling of boiler repairs.
The complaint is about the landlord’s handling of the resident's concerns with the boiler and its subsequent offer of compensation.
The complaint is about the landlord’s handling of: The resident’s reports of leaks, damp and mould and associated repairs at the property. The resident’s reports of her property being underheated. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of the resident’s request to repair her central heating system. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of repairs to the windows and doors in the resident’s property. The Ombudsman has also considered the associated complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould. The landlord’s handling of the resident’s request for compensation and the removal of her damaged possessions. The landlord’s handling of the resident’s complaint. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s: responsive repairs. subsequent complaint.
The complaint is about: The landlord’s handling of the resident’s reports of a leak from the flat upstairs . The landlord’s handling of the resident's complaint.
The complaint is about the landlord’s handling of the resident’s: Requests for tree maintenance. Gate alteration requests. Associated complaint.
The complaint is about the landlord’s handling of repairs at the resident’s property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s request for compensation relating to repair delays, decorating, and flooring costs.
The complaint is about the landlord’s handling of: Repairs to a communal lift. The associated complaint.
The complaint is regarding the landlord’s response to the resident’s request for broken tiles to be replaced under the Defect Liability Period (DLP).
This complaint is about the landlord’s handling of a change to its Unacceptable User Actions and Behaviour Policy.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
This complaint is about the landlord’s response to the resident’s concerns about: The conduct of its surveyor who visited her property on 31 October 2022. Subsidence and cracks to both her kitchen and bathroom flooring.
The resident’s complaint is about the landlord’s handling of: Damp and mould in the property and associated remedial repairs. His request for reimbursement of energy costs.
The complaint is about the landlord’s response to the resident’s concerns about the conduct of its call handlers. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of 6-monthly filter changes for a Positive Input Ventilation (PIV) unit in the resident’s property.
The resident’s complaint is about the landlord’s response to her concerns about the lack of openable windows in the property.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also investigated the landlord’s handling of the complaint.
The resident’s complaint is about the landlord’s response to reports of damp and mould in a bedroom located over an external alleyway.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s reports of a leak. The Ombudsman will also investigate the landlord’s knowledge and information management.
The complaint is about the landlord’s handling of the resident’s reports his allocated parking space was used by an unauthorised vehicle.
The complaint is about: The landlord’s handling of repairs to the front and back doors of the property. The landlord’s handling of security upgrades at the property. The landlord’s response to reports of electrical faults at the property, and its handling of the associated repairs. The landlord’s response to reports …
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 damp and mould.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB), and the associated transfer request.
The complaint is about the landlord’s handling of: Damp and mould, including the presence of woodlice and garden flooding. Window, guttering and an extractor fan repair. Shower and sink drainage problems and shower adaptations. Cold in the bathroom. The Ombudsman has also considered the landlord’s record keeping and complaint handling.
The complaint is about the landlord’s handling of shower repairs. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of a window repair. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident's reports of lack of heating and hot water. The Ombudsman has also considered the landlord’s complaint handling.
| 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 |