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 concerns about her hallway being narrow. The landlord’s handling of the resident’s transfer application and its associated communication. We will also consider the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s reports about hot water outages in the property.
The complaint is about the landlord’s handling of the resident’s reports of: A draught in the property. Concerns about the installation of a positive input ventilation (PIV) unit and the increased cost of heating. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Request for a reimbursement of electricity charges. Reports of communication issues around day-to-day repairs and fire safety works. Reports of communal repairs. Concerns around fire safety. Reports of antisocial behaviour (ASB) in the communal area and request for CCTV. We …
The complaint is about the landlord’s response to reports of damage to the resident’s property because of a leak.
The complaint is about the landlord’s handling of the resident’s: Request for permission to install an electric vehicle charging point and driveway. Complaint.
The complaint is about the landlord’s: Response to the resident’s concerns about external repair work to her property. Handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Faults to the boiler. Damp and mould. We have also considered the landlord’s: Record-keeping. Complaint handling.
The complaint is about the landlord’s handling of: Repairs to the balcony. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: reported leak. request for a home visit. The Ombudsman has also assessed the landlord’s complaint handling.
The resident’s complaint is about the landlords handling of: Repairs following a roof leak. The complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Repairs. A concern about a tree. We have also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of reports of rats at the resident’s property.
The complaint is about the landlord’s handling of an overpayment of service charges made by the resident.
The complaint is about the landlord’s handling of repairs to the garden fence. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the resident’s roof.
The complaint is about the landlord’s handling of the resident’s reported leak. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s Reports of a leak. Reports of damp and mould. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports that his neighbour’s home business was causing noise nuisance. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of a recurring roof leak and its repair and replacement. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of grounds maintenance work being charged for through service charges.
The complaint is about the landlord’s handling of: Repairs to an uneven communal pavement and drain. The associated complaint.
The complaint is about the landlord’s handling of a refund request for fire doors that it did not install.
The complaint is about the landlord’s handling of the resident’s request for the kitchen floor to be levelled.
The complaint is about the landlord’s handling of:
The complaint is about the landlord’s handling of the resident’s: Requests for a replacement front door. Associated formal complaint.
The complaint is about the landlord’s handling of internal door repairs.
The complaint is about the landlord’s handling of: Repairs following a burst pipe. The resident’s application for compensation.
The complaint is about the landlord’s response to the resident’s queries and concerns about her energy use. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A leak into the property. Concerns about electrical safety.
The complaint is about: the landlord’s response to the resident’s reports of repairs to the windows and doors. the landlord’s complaint handling.
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.
REPORT COMPLAINT 202415881 Lambeth Council 12 March 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. This […]
The complaint is about the landlord’s handling of the resident’s: Request that it repair his windows. Formal complaint.
The complaint is about the landlord’s handling of the resident’s reports of a leak from the roof, and the associated damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Reports of damp, mould, and a roof leak. The associated complaint. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of: The resident’s concerns about maintaining the shared lawn. The resident’s reports of his neighbour leaving rubbish in the shared garden. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Handling of repairs to the communal door. Response to the resident’s request for priority A rehousing banding. Handling of an internal inspection of the property. Complaint handling.
The complaint is about the landlord’s handling of the resident’s rent account at the end of the tenancy.
The complaint is about the landlord’s response to the resident’s request for use of her garden. The Ombudsman has also considered the landlord’s complaint handling and record keeping.
The complaint is about the landlord’s handling of: The residents request to sell her share of her property. The complaint.
The complaint is about the landlord’s response to the resident’s reports of issues with her windows. This investigation also considers the landlord’s complaint handling and record keeping.
The complaint is about the landlord’s handling of a boiler repair.
The complaint is about the landlord’s handling of repairs to a communal gate. We have also assessed the landlord’s complaint handling.
The complaint is about: The landlord’s response to reports of a roof leak. The associated complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of: Reports of repairs to the communal roof and its decision to re-charge the resident. The complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property. The Ombudsman has also considered the landlord’s handling of the resident’s associated complaint.
The complaint is about the landlord's response to the resident's: reports of damp, mould and outstanding repairs. complaint. This report has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s concerns regarding the condition of the frame around her front door.
The complaint is about the landlord’s response to the resident’s concerns about the condition of the property when he moved in.
| 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 |