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 concerning the standard of grounds maintenance in communal areas. Reports concerning the condition of fencing in the communal areas.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould and request to be rehoused.
The residents’ complaint is about the landlord’s handling of reports of anti-social behaviour (ASB) made against them. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Water ingress in the property. Damp and mould in the property. We have also considered the landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of the resident’s complaint about the condition of her property, its proposed works, and her wish to move home.
The complaint is about the landlord's handling of repairs at the resident’s property, which includes: Plastering of walls. Gaps around a newly installed extractor fan in the kitchen. Issues with a new door handle which had been installed. Issues with electrical sockets in the kitchen that were not working. Works …
The complaint is about the landlord’s handling of: Issues with the gas meter at the resident’s property which resulted in no heating and hot water. The associated complaint.
The complaint is about the landlord’s response to concerns about: The administration of service charges. A pre-existing sinking fund. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of a leak from the bathroom ceiling.
The complaint is about the landlord’s handling of the resident’s: dispute about a garden fence. complaint.
The complaint is about the landlord’s response to the resident’s reports of humidity, damp, and mould. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports about damp and mould and related repairs for extractor fans, loft insulation and gutters. The resident’s reports about the front door. The resident’s reports about leaks and repairs to the kitchen ceiling. The complaint.
The complaint is about the landlord’s handling of: The resident’s reports of leaks, and the associated repairs. The complaints process.
The complaint is about the landlord’s response to the resident’s reports of a leak from the flat above. The Ombudsman has also considered the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of her reports of antisocial behaviour (ASB), in particular her reports of her neighbours using chemicals to kill weeds in communal areas.
The complaint is about the landlord’s response to the resident’s reports of a leak and the associated repairs.
The complaint is about the landlord’s handling of various repairs at the property including to the windows, doors, extractor fan, an exterior wall, and the garden. We have 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 resident’s reports of a roof leak. The replacement of the resident’s windows and doors. The resident’s reports of repairs needed to a concrete step. The resident’s reports of problems with the lighting.
The resident’s complaint is about the landlord’s handling of damp and mould in the property.
The complaint is about the landlord’s handling of the resident’s: Concerns about allegations of abusive noise from her home. Concerns about staff conduct. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Window repairs. Banister repair. Reports of damp and mould. We have 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: Leaks affecting the resident’s balcony and living room ceiling. The complaint.
The complaint is about the landlord’s handling of the complaints about a roof leak.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. We have also considered the landlord’s complaint handling.
This complaint is about the landlord’s response to: A leak from a toilet and the damage caused by this. The resident’s reports of damp and mould and the associated repairs.
The complaint is about the landlord’s handling of the resident’s concerns about setting up energy accounts. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs at the resident’s property, namely: A leak in the bathroom. A faulty front door.
The complaint is about the landlord’s handling of: the resident’s housing transfer request. the resident’s reports of damp, mould and associated repairs. the associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about its handling of a repair. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of damp and mould and the associated repair.
The complaint is about the landlord’s: Response to the resident’s reports about pests, scaffold, and related balcony repairs. Response to the resident’s concerns about ventilation and condensation. Handling of the resident’s request for a management transfer. We have also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about damp and mould and associated repairs within the property.
The complaint is about the landlord’s handling of the resident’s reports of repairs. We have also investigated the landlord’s complaint handling.
The complaint is about:
The complaint is about the landlord’s response to the resident’s repair requests and associated damp and mould. The Ombudsman has also considered the landlord’s: Complaint handling Record keeping
The complaint is about the landlord's handling of the resident’s: Reports of a leak from a neighbour’s property and the associated damp and mould. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of a roof leak.
The complaint is about the landlord’s response to the resident’s concerns about asbestos.
The complaint is about the landlord’s handling of the resident’s reports of: Antisocial behaviour (ASB) and noise nuisance from her upstairs neighbour. Her request to be rehoused. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s report of antisocial behaviour (ASB).
This complaint is about the landlord’s handling of: The resident’s reports of subsidence, including a sloping floor. Guttering repairs. The resident’s report of a damaged sink.
The complaint is about the landlord’s handling of: Pest issues in the resident’s property. The complaint. The landlord operates a 2 stage complaints process. Its policy says it will provide a stage 1 response within 10 working days and a stage 2 response within 20 working days. The landlord’s compensation …
This complaint is about the landlord’s response to repairs to the balcony door.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and fly-tipping by a neighbour. The Ombudsman will also investigate the landlord’s handling of the resident’s most recent complaint.
The complaint is about the landlord’s handling of repairs and blockages to the resident’s toilet.
The complaint is about the landlord’s response to the resident’s request for re-imbursement of rent and utilities following a temporary move.
The complaint is about the landlord’s handling of the resident’s requests for: A move. Adaptations to the property.
The complaint is about the landlord’s handling of: The resident’s concerns about subsidence and repairs. The resident’s complaints.
| 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 |