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 request to replace the heating system and improve the property’s energy efficiency. The Ombudsman has also investigated the landlord’s handling of the complaint and level of compensation offered.
The complaint is about the landlord’s handling of repairs to the bathroom.
The complaint is about the landlord’s response to the resident’s request for reasonable adjustments. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about a neighbour’s driveway. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports about staff conduct. The Ombudsman has also considered the landlord’s complaints handling.
This complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and request for an electronic gate to be installed.
The complaint is about the landlord’s handling of the resident’s reports of drainage problems.
The complaint relates to the landlord’s response to the resident’s concerns about damp.
The complaint is about the landlord’s handling of the resident’s reports of: Rat droppings in the loft. Issues with the roof and guttering and subsequent damp and mould. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports about loss of heating and hot water. This Service has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: Reports of leaks, damp and mould and the associated works. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s request for a kitchen fire door. The landlord’s handling of the complaint has also been considered.
The complaint is about the landlord’s handling of the resident’s kitchen cupboard repairs. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the length of time taken by the landlord to carry out an intrusive survey and provide an EWS1 (external wall system) form. The Service has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of no heating and hot water at her property. Complaint.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB) by her neighbour.
The complaint is about the landlord’s: handling of reports of leaks, damp and mould and associated repairs. complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s reports of drainage issues and a rat infestation. The associated complaint.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB). The Service has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: Repairs to: The communal front and back doors. A wall within the communal area. Reports of antisocial behaviour (ASB) within the communal area. A request to review the services provided in relation to the grounds maintenance and communal cleaning service charges.
The complaint is about the landlord’s response to: Reports of damp and mould. Concerns about asbestos. The landlord’s complaint handling is also considered.
The complaint is about the landlord’s handling of the resident’s reports of water ingress and leaks into her property, and associated damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs following a mutual exchange. The Ombudsman has considered the landlords handling of the mutual exchange process. The Ombudsman has considered the landlords complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of a leak and damage to the living room ceiling. The Ombudsman has also considered the landlord’s handling of the resident’s associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) from her neighbours. Request for a management move. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of multiple repairs to his home.
The complaint is about the landlord’s: Response to the resident’s queries about her rent account and service charge. Complaint handling.
The complaint is about the landlord’s: Handling of reports of noise transference from the property above. Complaint handling.
The complaint is about the landlord’s handling of reports of a leak. The Ombudsman has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of leaks, damp and mould. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about items left in the communal hallway. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs at the property.
The complaint is about the landlord’s response to the resident’s concerns in relation to changing the communal door lock.
The complaint is about the landlord’s handling of: reimbursement payments to the resident for running costs associated with its dehumidifier. a damp and mould survey at the property. The Ombudsman will also assess the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of: Leaks in the carpark. Leaks on the balcony. The Ombudsman has also considered the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s handling of the resident’s concerns about the boiler, including her request that it be replaced.
The complaint is about the landlord’s handling of damp and mould repairs at the property. The Ombudsman has also looked at the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of issues with the lifts in the building. 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 roof leak into the loft. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs in the resident’s property and handling of her request for a decant. Damp and mould in the resident’s property. The complaint.
The complaint is about the resident’s concerns regarding information she was provided about the need for an external wall system inspection (EWS1) form.
The complaint is about the landlord’s handling of reports of antisocial behaviour (ASB) about the resident’s neighbour. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns that the central heating system was defective, which had caused high bills. Complaint handling.
The complaint is about the landlord’s handling of leaks between February and June 2023. We have also investigated the landlord’s complaint handling.
The complaint is about: The landlord’s response to reports of damp and mould. The associated complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about: The landlord’s handling of a leak. The landlord’s handling of damp and mould. The landlord’s offer of compensation. The Ombudsman has also considered the landlords complaint handling.
The landlord’s handling of the resident’s reports of anti social behaviour (ASB).
The complaint is about the landlord's handling of the resident's reports of a neighbour storing bulky items in the communal garden.
The complaint is about the landlord’s handling of an ant infestation.
| 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 |