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: Reports of roof leaks causing damp and mould in the resident’s property. The resident’s request for permission to install a shed in the communal gardens. The resident’s communication that her mother had died and her request for it to return the death …
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The complaint is about the landlord’s response to the resident’s concerns about: Anti-social behaviour (ASB). Its members of staff’s behaviour. Outstanding repairs. This Service has also considered the landlord’s handling of the complaint.
The complaint is about: The resident's reports of faulty windows resulting in damp and mould. The resident's reports of faulty bathroom and kitchen fans. The resident's reports of poor complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about: Damp and mould in his bedroom. Staff conduct. Service charges.
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 of anti-social behaviour (ASB). The landlord’s complaint handling is also considered.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks and damp and mould within the property. Concerns about a trip hazard in the communal area of the building. Request for it to repair the bedroom window and the communal door.
The complaint is about the landlord’s handling of repairs to the resident’s gas fire. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of: The resident’s reports of repairs to the gutter. The resident’s complaint.
This complaint is about the landlord’s response to the resident’s reports of repairs to the roof and guttering, communal wall area and a side gate.
The complaint is about the landlord’s handling of the resident’s request for compensation, following a missed gas safety check appointment .
The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damp, and mould. Reports of toilet repair issues. Request to be rehoused.
The complaint is about the landlord’s response to the resident’s reports of repairs required to unlevel flooring and internal openings.
The complaint is about the landlord's handling of remedial repairs to the bathroom following a leak.
The complaint is about the landlord’s handling of the resident’s request for: A radiator to be to be installed in her porch. Fencing to the back and side of the garden. We have also considered the landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of the resident’s reports of a loss of heating and hot water.
The complaint is about the landlord’s handling of the resident’s responsive repairs, including a paving slab to the front of the property and the rear garden fence.
This complaint is about the landlord’s response to the resident’s concerns about the condition of the property when it was let to her.
The complaint is about the landlord’s response to the resident’s request to buy the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s report that a contractor damaged her television and her subsequent request for compensation.
The complaint is about: The landlord’s response to the resident’s reports of problems with her back garden. The landlord’s handling of the associated complaints.
The complaint is about the landlord's handling of the resident's requests to remove waste from the area surrounding her home. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould.
The complaint is about the landlord’s handling of the resident’s reports about damp and mould.
The complaint is about the landlord’s handling of the resident’s reports of noise transference from other properties in the building. The Ombudsman has also considered the landlord’s complaint handling.
The complaint concerns the landlord’s handling of the resident’s reports of a bed bug and mice infestation.
The complaint is about the landlord’s handling of: The resident's requests for repairs following a flood. The resident’s request for compensation for damage following a flood.
The complaint is about the landlord's: Handling of the resident's reports of a leak at his property. Complaint handling.
The complaint is about the landlord’s handling of reports from the resident of antisocial behaviour (ASB) by her neighbours.
The complaint is about the resident’s reports of not receiving window cleaning services from the landlord via service charges.
The complaint is about the landlord’s handling of the resident’s concerns regarding damp and mould in the property.
The complaint is about the landlord’s: Handling of the resident’s reports of disrepair to the front door. Complaint handling.
The landlord’s response to the resident’s fire safety concerns. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of a faulty balcony door. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202343170 Believe Housing Limited 24 April 2025 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. […]
The complaint is about the landlord’s handling of the resident’s reports of: a leak into the property; faulty lighting.
The complaint is about the landlord’s handling of the resident’s report of water ingress. We have also considered the landlord’s complaint handling.
The complaint is about how the landlord handled the granting of the resident’s starter tenancy.
The complaint is about the landlord’s handling of repairs to the windows in 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: Repairs including external repairs to the building, indoor and outdoor communal areas, mould on interior walls in the resident’s individual property, condensation in the window units, and cracks in the ceiling. Communal garden maintenance and window cleaning. The associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of drainage issues in his garden. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Rent account following a succession. Associated complaint, including her use of a representative. The resident complained to the landlord on 6 October 2022. It acknowledged her complaint the next day, which was positive. In the acknowledgement it advised it would …
The complaint is about the landlord’s handling of the resident’s reports of low water pressure at the property. The Ombudsman has also investigated: the landlord’s complaints handling. the landlord’s information management and record keeping.
The complaint is about the landlord’s: Handling of the resident’s reports of damp and mould. Handling of the repairs to the windows. Record keeping.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise transference from the property above. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s door and window replacements. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports damp, mould, and the associated repairs.
The complaint is about the landlord’s handling of the resident’s reports of defects.
This complaint is about the landlord’s handling of water ingress at the property.
| 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 |