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 the resident’s report that she had been burgled, and the level of support it offered. handling of repairs to the resident’s front door and communal rear door following the burglary . The Ombudsman has also assessed the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s reports regarding: Ongoing water ingress. The conduct of its contractors.
The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB) by her neighbours. Handling of the associated complaint.
The complaint is about: The landlords handling of the reports of damp and mould in the residents property and the quality of the landlords repairs. This service has also considered the landlords handling of the residents complaint.
The complaint is about the landlord’s handling of the resident’s request to replaster the full hallway and stairs, due to asbestos concerns.
REPORT COMPLAINT 202226422 Havering Council 29 April 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 is set […]
The complaint is about: The landlord’s handling of leaks and the damage caused by those leaks.
The resident’s complaint is about:
The complaint is about: The landlord's handling of the resident's reports of noise nuisance from a neighbour. The Ombudsman has also considered the landlord’s complaint handling as part of this investigation.
The complaint is about the landlord handling of the resident’s complaint concerning her kitchen renewal.
The complaint is about the landlord’s handling of: Its contractors damaging the resident’s possessions during repairs. The formal complaint.
This complaint is about the landlord's: Response to reports of tree roots causing damage to the resident's front path. Handling of the associated complaint.
The complaint is about the landlord’s handling of: Damp and mould. Repairs at the property.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from a neighbour.
This complaint is about the landlord’s handling of the resident’s request to be rehoused.
The complaint is about the landlord’s handling of: The repairs to the windows in the property. The reports of damp and mould at the property. The complaint, including the level of compensation offered.
The complaint is about the landlord’s decision to accept a notice to quit the joint tenancy and re-grant sole tenancy to the resident’s wife. We have also considered the landlord’s: record keeping. complaint handling.
The complaint is about the landlord’s handling of the resident’s request for adaptations to the property. 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 of: A leak and associated damage. Maintenance of lifts within the building. The Ombudsman has also considered the complaint handling of the case.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from his neighbour. This report also considers the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: Reports of leaks, and damp and mould in the property. The complaint, including the level of compensation offered.
The complaint is about the landlord’s response to the resident’s reports of a leak and the resulting damp and mould in the communal area. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord's response to the resident's: Reports of water ingress from the roof; Complaint. The Ombudsman has also assessed the landlord’s record keeping.
The complaint is about the landlord’s handling of: The resident’s reports of repairs. The complaint and level of compensation offered.
The complaint is about: The landlord’s response to the resident’s reports of maggots in the property, including the associated electrical work and request to be moved. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) by her neighbour. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is regarding the landlord’s response to the resident’s repair reports regarding damp and mould. This investigation has also considered the landlord’s handling of the complaint.
The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour (ASB) and noise nuisance. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of leaking windows, leading to damp and mould. Reports of a repair to the handrail on the fire escape. Associated formal complaint.
The complaint is about the landlord’s response to the resident’s reports of: Damp and mould. Cracks in internal walls and ceilings.
The complaint is about the landlord’s handling of: The resident’s reports of repairs to the bathroom following a leak. The associated complaints.
The complaint is about: The landlord’s handling of reports of an intermittent leak. The associated complaint handling.
REPORT COMPLAINT 202224334 London Borough of Ealing 24 April 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 the resident’s reports of defective windows. The Ombudsman has also investigated the landlord’s: Communication. Complaint handling.
This complaint is about the landlord’s response to the resident’s concerns about the standard of the grounds maintenance service at his block.
The complaint is regarding the landlord’s response to reports of a leak. This investigation has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s noise reports. The Ombudsman will also investigate: The landlord’s handling of the resident’s complaint. The landlord’s knowledge and information management.
The complaint is about: The landlords handling of the residents reports of noise nuisance. The landlords handling of the residents reports of poor staff conduct.
The complaint is about the landlord’s handling of structural repairs to the resident’s property, and claimed financial losses incurred by the resident.
The complaint is about the landlord’s: Response to the resident’s reports about damp and mould. Complaint handing.
The complaint is about the landlord’s handling of plastering works in the resident’s property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of lack of heating, hot water, and water ingress though the boiler when it rained.
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and homophobic harassment. The landlord’s response to the resident’s request to be rehoused. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s requests for a refund of credit in respect of service charges on his former property. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of a fly infestation.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Decisions to issue the resident with tenancy warnings. Handling of his associated complaints.
This complaint is about the landlord's response to the resident’s concerns about: The standard of the communal cleaning at his scheme. A rodent infestation at his scheme.
The complaint is about the resident’s reports of leaks in the property, causing damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Disrepair in the resident’s home, including an ongoing roof leak, and damp and mould. The associated complaint.
The complaint is about the landlord’s handling of the resident’s request for a hedge to be replaced. 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 |