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 the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of the resident’s request to be rehoused. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks and the associated damp and mould. Associated complaint.
The complaint is about the landlord’s: Handling of repairs at the property. Complaint handling.
The complaint is about the landlord's handling of the resident’s reports of unsatisfactory ground maintenance.
The complaint is about the landlord’s handling of a windows repair. The Ombudsman has also considered the landlord’s: Record keeping. Complaint handling.
The complaint is about the landlord’s response to reports of ongoing damp and mould.
The complaint is about the landlord’s handling of the sale of the late resident’s property. The Ombudsman has also considered the landlord’s complaint handling as part of this investigation.
The complaint is about: The landlords handling of the resident’s concerns regarding staff conduct. The landlord’s complaint handling.
The complaint is about the landlord's response to the resident's concerns about service charges.
The complaint is about the landlord’s handling of reports of delays in communication by the sustainability team.
The resident’s complaint is about how the landlord has handled his reports about outstanding repairs to a boundary fence.
This complaint is about how the landlord handled: The resident’s reports of noise nuisance, antisocial behaviour and tenancy breaches from her upstairs neighbour. The resident’s concerns that the path outside her house and a corridor were being used inappropriately by third parties, including a dispute about whether the path and …
The complaint is about: The landlord’s handling of garage repairs and subsequent recommended adaptations. The landlord’s complaint handling has also been investigated.
The resident’s complaint is about: The landlord’s handling of requests for improvement in the maintenance of the communal garden. The landlord’s handling of requests for cleaning and renovation of interior decoration and carpets in communal areas. The landlord’s handling of lift repairs, including delays in replacing the communal lift. The …
The complaint is about the landlord’s: Handling of reports of antisocial behaviour (ASB). Delay in the painting of the property. Handling of the associated complaint.
The complaint is about: The landlord’s handling of the resident’s request for information about the removal and replacement of cladding on the building. The landlord’s response to enquiries made by the resident relating to fire safety and the EWS1 certificate. The landlord’s handling of the complaint.
The complaint is about the landlord’s handling of repairs to windows and doors at the property.
The complaint is about: The landlord’s handling of reports of damp and mould in the property. The landlord’s handling of reports of issues with drainage to the front and back gardens of the property. The associated complaint handling.
The complaint is regarding the landlord’s: Handling of repairs. Response to reports of damp. Level of communication with the resident.
The complaint is about the landlord’s handling of the resident’s: Request for repairs or replacement of the bathroom and repairs to a broken door lock. The associated complaint.
The complaint is about: The landlord’s handling of repairs in the property because of damp and mould. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of the resident’s concerns that fencing has been installed over the boundary line of the property.
The complaint is about the landlord's handling of the resident’s reports of anti-social behaviour.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs needed to her balcony. Complaint.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance.
The complaint is about the landlord’s response to the resident’s: Request for information relating to her service charge for grounds maintenance. Request for evidence of actual expenditure relating to her service charge. Complaint.
This complaint is about the landlord’s handling of damp and mould problems in the resident’s home.
The complaint is about the landlord's handling of: the repairs to the resident’s property in relation to: the roof. the crack in the party wall. the planned works to replace the roof. the resident’s complaint. The Ombudsman has also assessed the landlord’s record keeping.
The complaint is about: The landlord’s handling of garden drainage works including the replacement of the resident’s shed. The landlord’s complaints handling.
The complaint is about the landlord’s handling of repairs to the resident’s property including damp and mould, repairs to the windows and doors, and replacement of the bathroom extractor fan.
The complaint is about the landlord’s handling of: Repairs to the property, including leaks, subsidence and cracks in the ceilings and walls. The resident being moved into temporary accommodation. The resident’s request for a transfer to another property. The associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of a collapsed drain and its handling of the associated repairs. The landlord’s response to the resident’s reports of a fly infestation. The landlord’s handling of the resident’s complaint.
The resident’s complaint is about the landlord’s handing of his reports of Anti Social Behaviour (“ASB”) and his complaint.
The complaint is about the landlord’s handling of the resident’s report of a sewage leak.
The complaint is about: The landlord’s handling of repairs to communal doors and lighting. The landlord’s response to the resident’s concerns about staff conduct. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the redeployment of the resident warden.
The complaint is about the landlord’s handling of: The void works and the resident’s reports of repair issues upon moving into the property. The boiler repair issues. The landlord’s handling of the complaint has also been considered.
The complaint is about: The landlord’s handling of the residents reports of damage to a window blind and sofa. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: A leak and the associated damp and mould. A carbon monoxide leak. The Ombudsman will also consider the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of loss of heating in the property. The Ombudsman has also considered the landlord’s: Complaint handling. Knowledge and information management.
The complaint is about the landlord’s response to the resident’s reports of water ingress to his flat due to leaks in a communal cupboard. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance. The landlord’s handling of the complaint has also been considered.
The complaint is about the landlord’s handling of: a communal bin shed not being secure. reports about fly-tipping. the resident's enquiries about service charges. the complaint.
The complaint is about: The landlord’s response to the resident’s reports about changes made to the communal garden by a neighbour. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of leaks to the property and subsequent damp and mould. The Ombudsman has also investigated the landlord’s complaint handling and communication with the resident.
The complaint is about the landlord’s response to the residents’ complaint about delays progressing their Right to Acquire application.
The complaint concerns the condition of the property at the start of the tenancy. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of damage to the building, paving, and the management company’s response. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of a heating and hot water repair. Complaint handling.
This complaint is about the landlord’s handling of repairs. The Ombudsman has also considered the landlord’s record keeping.
| 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 |