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 reports about noise nuisance from a neighbour. The resident’s reports that the landlord has been biased in favour of the alleged perpetrator. The landlord’s complaint handling. The landlord’s communication and record keeping has also been considered.
The complaint is about the landlord’s: handling of repairs to a manhole cover and toilet. communication with the resident following flash flooding which caused damage to her property. response to the resident’s request that it reimburses her for the cost of replacing personal belongings damaged as a result of the …
The complaint is about the landlord’s handling of ongoing water ingress in the resident’s property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of bed bugs at the property and the level of compensation offered for losses incurred.
The complaint concerns how the landlord handled repairs to the ceiling following a leak in the property.
The complaint is about the landlord’s response to: the resident’s concerns about communal grounds maintenance. The associated complaint.
The complaint is about: The landlord’s handling of repairs to a roof leak, broken window, blocked sink and the refusal of a decant. The landlord’s handling of the complaint.
The complaint is about the landlord’s handling of outstanding repairs to the resident’s property. The Ombudsman has considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of a sewage smell coming from the kitchen sink. The associated complaint.
The complaint is about the landlord’s handling of roof repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident's reports of outstanding repairs. The Ombudsman will also consider the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: communal area requests (store cupboard, hedge and boundary wall); reports of littering and fly-tipping. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint concerns the level of compensation offered to the resident following reports of a pest infestation in her property.
The complaint is about the landlord’s handling of errors in the resident’s lease, the landlord’s response to the resident’s reports of domestic violence and of the landlord’s administration and level of communication. The Ombudsman has considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of a pest infestation at the resident’s property. This Service has also considered the associated complaint handling.
The complaint is about the landlord’s handling of the resident’s request for compensation, following a complaint about an area of land at the rear of the resident’s garden.
The complaint is about the landlord’s handling of the repairs to the resident’s bathroom. The Ombudsman has also assessed the landlord’s complaint handling.
This complaint is about: The landlord’s handling of the transfer of the tenancy to the resident’s ex-partner. How the landlord handled the resident’s complaint.
The complaint is about: The landlord’s handling of repairs to the resident’s boiler. The level of compensation awarded as redress to the complaint.
The complaint is about: The landlord’s response to the resident’s reports of rodent infestation at her property. The landlord’s handling of the resident’s request to be rehoused due to the infestation.
The complaint is about the landlord’s: Response to the resident’s reports that she did not receive services for which she was being charged. Handling of works required to the kitchen at the property. Complaints handling.
The complaint is about the landlord’s: Response to reports of a pigeon infestation. Handling of the related complaint.
The complaint is about: The landlord’s handling of reports of damp and mould and the level of compensation offered. Complaint handling.
The complaint is about the landlord’s handling of: the resident’s reports for repairs to the window handles and balcony door, and; the associated formal complaint.
The complaint is about the level of compensation offered by the landlord in relation to its handling of the resident’s request to access communal areas for boiler repairs.
The complaint is about the landlord’s handling of information provided to the resident about their tenancy agreement and tenancy status.
The resident’s complaint is about the landlord’s handling of reports of damp and mould. The landlord’s complaint handling and communication with the resident has also been considered.
The complaint is about the landlord’s: Handling of the resident’s reports of a neighbour building a garden structure. Handling of their reports of anti social behaviour (ASB) and noise nuisance. Handling of the resident’s complaint. Communication with the resident.
The complaint is about the landlord’s handling of: The resident’s reports of mould, damp and leaking toilet in the property. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports about: The safety of his communal back garden’s surfaces and fencing. Its garden maintenance of trees and hedges.
The complaint is about the landlord’s: response to the resident’s reports of damp and mould; response to the resident’s request for his electrics to be reviewed. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of works required to the property allocated to the resident before his tenancy could commence.
The complaint is about the landlord’s responses to: Repairs in the property. Reports of intermittent heating and hot water.
This is about the landlord’s handling of the residents request for an explanation of the difference between the estimated and actual charges for the financial years 2017/18, 2018/19 and 2019/20.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
The complaint is about the landlord’s handling of wet room repairs, and the associated amount of compensation offered.
The complaint is about: The landlord’s handling of:
The complaint is about the landlord's decision to charge the resident following the termination of a previous tenancy, and its subsequent decision to offset compensation against this outstanding balance.
The complaint is about the landlord’s handling of: Reports that the property is cold and draughty and its handling of repairs to rectify the problem. The associated complaint.
The complaint is about the level of compensation awarded for acknowledged service failures in the landlord’s response to reports of problems with drainage at the property.
The complaint is about the landlord’s handling of the resident’s formal complaint about service charge administration.
The complaint is about the landlord’s handling of asbestos in the resident’s property, including: The information provided at tenancy sign up; and The removal of asbestos from the property.
The complaint is about the landlord’s: record keeping; handling of the resident’s reports of a rodent infestation and the associated repairs; response to the associated complaint.
The resident has complained about the landlord’s handling of the following: a leak into her property, and The subsequent complaint.
The complaint is about: The landlord’s handling of the resident’s report of leaks to the roof of the property and consequent repairs to make good the kitchen. The landlord’s record keeping on the issue. Its handling of the associated formal complaint.
The complaint is about the landlord’s response to the resident’s reports about a dividing fence at the property. The landlord’s complaints handling has also been investigated.
The complaint is about the landlord’s handling of the resident’s reference requests. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident's reports of high utility bills due to the bypassing of an immersion heater switch.
The complaint is about the landlord’s response to the resident’s concerns about communal grounds maintenance.
| 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 |