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 resident has complained about: The landlord’s handling of annual gas safety checks at the property and its decision that the checks were necessary. The landlord’s handling of the associated formal complaint has also been considered.
The complaint is about the landlord’s handling of repairs to a gate to a communal garage, and the subsequent offer of compensation for this.
The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (“ASB”) and noise nuisance from a neighbour.
The complaint is about the landlord’s response to the leaseholder’s request for a refund of service charges for communal cleaning services.
The complaint is about the landlord’s: response to the resident’s request for a pathway to be replaced in her garden; response to the resident’s request for a like-for-like replacement front door; response to the resident’s concerns regarding the behaviour of a staff member; complaints handling.
The complaint is about the landlord’s handling of the resident’s request for it to replace a wall in her back garden, and her safety concerns surrounding this.
The complaint is about: The landlord’s decision to decline the resident’s request to level their garden to make it more accessible. The landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of heating issues within his property and his concerns about increased energy costs. The landlord’s handling of the associated complaint.
The resident complains about: How the landlord handled her reports of damp and mould in the property. How the landlord handled her formal complaint.
The complaint is about the landlord’s: Response to the resident’s fire safety enquiries. Complaints handling.
The complaint is about the landlord’s: Handling of the resident’s reports about the condition of her garden; Response to reports of outstanding repairs to the drainage at the property. This investigation has also considered the landlord’s: Communication; Record keeping and complaint handling.
The complaint is about the landlord’s handling of: The resident’s report of a communal repair, her associated health and safety concern, and the subsequent offer of compensation for this. The associated complaint.
The complaint is about the landlord's handling of repair works following the resident's reports of a leak from the above property, including the length of time taken and the standard of the redecoration works.
The complaint is about the landlord’s handling of:
The complaint concerns: The level of compensation offered by the landlord following the loss of heating and hot water for a five-week period. The associated complaints handling.
The complaint concerns the landlord’s handling of repairs to the door entry system of the building and its decision to decline the resident’s request for compensation.
The complaint is about the landlord’s handling of: The resident’s request for a bannister to be installed on her staircase, and the subsequent offer of compensation for this. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s concerns about the condition of the patio doors when the resident moved into the property and the amount of compensation offered. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the installation of new windows in the resident’s property and subsequent remedial works.
This complaint is about the landlord’s: Response to the resident’s reports of leaks, damp and mould; Handling of the residents’ vulnerabilities, health and welfare concerns; Response to the resident’s request for a management move; Complaint handling.
The complaint concerns: The landlord’s response to the resident’s reports of noise nuisance from the property above. The landlord’s associated complaint handling.
The complaint is about the landlord’s: communication about the removal of the camera from the door entry system. complaint handling.
The complaint is about: the landlord’s response to the resident’s request for a kitchen renewal. the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s request that it replace the dividing fence in his garden.
The complaint is about: the landlord’s response to the resident’s reports of damp and mould within her property and subsequent offer of compensation, and; the landlord’s complaint handling.
The complaint is about the landlord’s response to the residents reports of an insecure front door.
The complaint is about the landlord’s handling of remedial works in the resident’s property following a leak from the bath.
The complaint is about: The landlord’s handling of repairs needed to the resident’s kitchen cupboards. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord's response to the resident's reports about repairs to the garden wall at the property.
The complaint is about; The landlord’s handling of repairs to the guttering. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s request for her kitchen to be replaced due to damp and disrepair.
The complaint is about the landlord’s response to the resident’s reports of its contractors’ behaviour, and the subsequent compensation offered.
The complaint is about: The landlord’s response to the resident’s reports of a leak from the balcony above her property, and the resulting damage caused. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports concerning damp and mould in the property. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and fly tipping. The landlord’s handling of the associated complaint.
The complaint concerns the landlord’s handling of repairs to the resident’s bathroom skirting board, bathroom door, bathroom cupboard flooring, a crack in the kitchen ceiling, a faulty intercom, and bathroom handrail.
The complaint is about: The time taken by the landlord to update the Department of Work and Pensions (DWP) on the resident's change in circumstances, and her subsequent request for a rent reimbursement. The landlord’s handling of the complaint.
The complaint concerns how the landlord handled repairs at the property and the level of compensation it offered.
The complaint is about the landlord’s: Handling of the resident’s reports of damp and mould in the outhouse/utility room of the property. Handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s request for a repair to broken glazing above her front door.
The complaint is about the landlord’s: Handling of the resident’s reports of damp and mould. Complaint handling.
This complaint is about the landlord’s handling and response to the resident’s reports of: repairs required to the communal lift; repairs required to the windows in the property; water penetration through the ceiling during rainfall; the landlord’s record keeping and the related complaint.
The complaint is regarding: The landlord’s response to the resident’s reports of water ingress, damp, and mould in the property. Its handling of the associated formal complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s immersion heater. The associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of multiple repairs required at the property. Complaint handling. Record keeping.
The complaint is about the landlord’s: Communication regarding appointments for a gas safety check, a stop tap leak and a damp and mould inspection. Handling of the associated complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of repairs required to plaster cracks at the property. Complaint handling.
The complaint concerns how the landlord handled repairs to the kitchen sink and balcony in the property.
The complaint is about: The landlord’s handling of a report of antisocial behaviour regarding the resident, which resulted in her receiving a warning letter; The landlord’s response to the resident’s complaint about the conduct of an employee; 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 |