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 of a pest infestation. The landlord’s response to the resident's reports of damp and mould. The landlord’s response to the resident's request for repairs to her bathroom and kitchen lights. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of repairs to the property following the resident’s reports of damp and mould. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s concerns about restricted use of the shared garden and being unable to obtain safe passage from the building in the event of an emergency.
The complaint is about the landlord’s handling of: The resident's requests for information about service charges. The associated complaint.
The complaint is about the landlord’s handling of damp and mould in the property. The Ombudsman has also taken the decision to investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s concerns about her application to transfer to a larger property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of repairs to an ongoing leak and associated roof repairs. Handling of reports of damp and mould. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of reports of internal and external repairs to the property. The report has also taken the landlord’s handling of the associated complaint into consideration.
The complaint is about the landlord’s handling of the resident’s requests for refurbishment of her kitchen and bathroom. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB), including her concerns that her mail was being stolen. We have also considered the landlord’s: Record keeping Handling of the associated complaint.
The complaint is about the landlord’s handling of reports of damp and mould and the associated repairs.
The complaint is about the landlord’s handling of the resident’s reports concerning: The toilet. The shower. The lack of heating in the property. The internal and external walls. The complaint and level of compensation offered.
The complaint is about the landlord’s: Response to the resident’s reports of issues with her service charge account. Handling of the associated complaint.
The complaint is about: The landlord’s handling of repairs to the communal doors and lifts. The associated complaint handling.
The complaint is about: The landlord’s handling of repairs. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of issues with the concierge service. The associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of anti social behaviour (ASB). Request to be re-housed. Complaint.
The complaint is about the landlord’s handling of: Its contractors damaging the resident’s possessions during repairs. The formal complaint.
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 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 landlord’s handling of the resident’s: Reports of noise nuisance and antisocial behaviour (ASB). Formal complaint.
The complaint is about the landlord’s handling of the installation of level access door sets and windows during the refurbishment of the resident’s property. The Ombudsman has also taken the decision to investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Her neighbour’s use of closed circuit television (CCTV). Antisocial behaviour (ASB) by her neighbour. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s repair requests. This Service has also considered the landlord’s: complaint handling, and: record keeping.
The complaint is about: The landlords handling of the residents reports of ongoing damp and mould in her property. The landlords handling of the residents complaint about the issue.
REPORT COMPLAINT 202213300 Peabody Trust 28 March 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 resident’s complaint is about: The landlord’s handling of requests for repairs in response to a leak from her property, including flooring in her kitchen and hallway. The landlord’s handling of the resident’s complaint, including concerns about potential breaches of data protection law.
The complaint is about the landlord’s response to the resident’s service charge queries. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident about: Issues in the kitchen, bathroom and bedroom including leaks, damp, and mould. Boiler repairs. Windows repairs.
The complaint is about the landlord’s handling of the residents: Report that she could not access the communal garden. Report that her front hedge was overgrown. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's: Response to the resident's request for soundproofing to reduce noise at the property. Response to the resident's reports of antisocial behaviour (ASB) in the block. Handling of the resident's concerns about staff conduct. Complaint handling.
The complaint is regarding the landlord’s handling of: the resident’s decant into temporary accommodation. outstanding repairs including leaks, damp, and mould. the associated complaint.
The complaint is about: The landlord’s handling of the resident’s repairs including damp and mould. The landlord’s complaint handling. The Ombudsman has also assessed the landlord’s record keeping.
The complaint is about: The landlord’s response to the resident’s concerns about its administration of his tenancy, including his rent account. The level of service provided to the resident by the landlord’s customer service hub. 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. Reports of damp and mould following the leak. Formal complaint. The Ombudsman has also considered the landlord’s knowledge and information management.
This complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB). The Ombudsman also considered the landlord’s: Response to the resident’s vulnerabilities, health and welfare concerns; Complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of leaks from the property above. 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: A boiler repair. The resident’s reports of recurrent damp and mould. The associated complaint.
The complaint is about the landlord’s handling of repairs following a leak from the neighbouring property. The Ombudsman is also considering the landlord’s complaints handling.
The complaint is about: Rent and service charge increases. The landlord’s administration of the resident’s rent and service charge account. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s new home introduction visit and defects inspection. The landlord’s response to the resident’s reports of defects/repairs in the property. The landlord’s handling of replacement keys. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord's response to the resident’s reports of leaks damp and mould in his property. This investigation also considered the landlords complaint handling. This investigation also considered the landlords record keeping.
The complaint is about the landlord’s response to: The residents report of disturbance from delivery men ringing his doorbell. The residents’ concerns in relation to the introduction of parking management. Complaint handling.
The resident’s complaint is about the landlord’s handling of: His decant and remedial repairs to the property following a leak. The capping of the gas supply to the property and repairs to the boiler. His associated complaint.
The complaint is about the landlord’s handling of the resident’s reports concerning: Disputed service charges relating to the door entry system, communal repairs, fire safety works and lift repairs and maintenance. The level and reasonableness of service charges. Concerns regarding fire safety within the building. The associated complaint and the …
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s concerns about gas servicing and the management of appointments. The associated complaints.
The complaint is about the landlord’s handling of the resident’s request for it to secure its own access to the communal plant room. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The landlord’s response to the resident’s: Report of no water supply to his property. Associated complaint.
| 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 |