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 requests for service charges information, including the level of service provided. The landlord’s complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB) from a neighbouring property. Associated formal complaint.
This complaint is about the landlord’s: Delays resolving repairs reported by the resident, and the level of compensation it offered her in response to them. Complaint Handling.
The complaint is about the landlord’s: Handing of majors works. Response to damage to her closed-circuit television (CCTV).
The complaint is about the landlord’s: Response to the resident’s concerns about rising heating costs due to poor insulation in the property. Response to the resident’s reports of noise and smells coming from the binstores. Response to the resident's request to be rehoused. Handling of the resident’s complaints. This report …
The complaint is about the landlord’s handling of repairs to the resident’s boundary wall.
The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB), including safeguarding concerns; request for rehousing. 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 fly tipping.
The complaint is about the landlord’s handling of the resident’s reports of draughts from her windows and doors. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about: The landlord's response to reports of flooring repairs, including reports that this was the cause of a pest problem in the property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The landlords handling of the resident’s reports of alleged antisocial behaviour (ASB) from her neighbour. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s: Response to reports of fly tipping. Handling of the associated complaint.
This complaint is about the landlord’s handling of the resident’s request for roof repairs.
The complaint is about: The landlord’s response to the resident’s concerns over its handling of service charges and the services received. The landlord’s response to the resident’s reports about repairs to the property. The landlord’s complaint handling has also been investigated.
The complaint is regarding the landlord’s: Handling of repairs to heating and hot water in the property. Communication in relation to an energy meter fault following changes to the heating system in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s queries about a service charge, and paying for a service that was not being provided. The Ombudsman has also considered the landlord’s: Complaint handling. Knowledge and information management.
The complaint is about the landlord’s handling of recharges at the end of the resident’s tenancy. The Ombudsman has also investigated the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of: Financial incentives offered during the sales process for the property. Snagging issues with the property and block. His complaint.
The complaint is about: The landlord’s handling of repairs to the boiler. The level of compensation offered in response to the complaint. This service has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Communication about damp, mould, and condensation during the resident’s mutual exchange. Handling of repairs following the mutual exchange including damp and mould.
The complaint is about: The landlord’s handling of leaks, damp, and mould at the resident’s property. The landlord’s handling of the resident’s decant from her property. The landlord’s complaint handling.
The complaint is about the landlord’s: Response to the works required in the resident’s bathroom. Complaint handling.
The landlord’s response to the resident’s reports of outstanding defects to the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the resident’s roof and guttering, including delayed appointments and damages caused to the resident’s property. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of: Payments of compensation from an earlier complaint. Rent and utility bill arrears accrued while the property was unoccupied by the resident. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of a fault with the heating when the resident initially moved into the property. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s concerns about her patio. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of low water pressure from the shower in her bathroom. This report also looks at the landlord’s complaint handling. This report also looks at the landlord’s knowledge and information management.
The complaint is about: The landlord’s handling of a leak into the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of repairs to the resident’s block. The landlord’s complaint handling has also been investigated.
The complaint is about: The landlord's response to the resident's reports of antisocial behaviour (ASB) from a neighbour. The landlord's handling of the complaint and the amount of compensation it offered.
The complaint is about: The landlord’s handling of damp works required to the resident’s property and associated repairs following the works. The landlord’s handling of the resident’s complaint, including request for compensation.
The complaint is about: The landlord’s response to the residents’ reports of a neighbour dispute. The landlord’s handling of the complaint.
This complaint is about the landlord’s handling of: Bathroom repairs, including a broken window. The resident’s request to remove moss and debris from the roof. The associated complaint.
The complaint is about: The landlord’s response to the resident’s report of a fly infestation in the property. The landlord’s handling of a leak under the kitchen sink. The Ombudsman has also considered the landlord’s complaint handling.
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 request for compensation following a boiler breakdown.
The complaint is about the landlord’s handling of: Reports of a leak affecting the resident’s property. The resident’s complaint.
The resident’s complaint is about the landlord’s handling of: leaks in the property; reports of damp and mould around the bedroom window.
The complaint is about the landlord’s handling of the resident’s: reports of damp and mould in her property. reports of a draught in her living room. This Service has also considered the associated complaint handling.
The complaint is about: The landlord's response to the resident's concerns about the condition of the property following a mutual exchange. The landlord's handling of repairs to the property. The landlord's communication about a rent increase. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about: The standard of the garden maintenance. The conduct of the landlord’s gardeners. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s queries about service charges. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of air tightness concerns, damp and mould and associated remedial works. The associated complaint.
The complaint is about: The landlords handling of repairs to the residents outbuilding. The Ombudsman has decided to investigate the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: request for a management transfer; reports of repairs to her property, safety issues with the building, and associated record keeping; fire safety concerns, and associated complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour and noise from her neighbour above.
The complaint is about the landlord’s response to the resident’s concerns about the window cleaning service. This investigation has also considered the landlord’s handling of the associated formal complaint.
The complaint is about the landlord’s: Response to the resident’s concerns about staff conduct. Decision to request that the resident was only visited in pairs. Complaint handling. Management of knowledge and information.
The complaint is about the landlord’s handling of replacement works to doors and windows. The Ombudsman has also considered the landlord’s: complaint handling; 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 |