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 keep a dog in the property. Management of the resident’s rent account, including a service charge refund. We have also investigated the landlord’s complaint handling.
The resident’s complaint is about the landlord’s response to his reports of roof leaks and the associated works. In addition, we have considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s queries and concerns about a major works programme. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of a leak from the roof. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about the landlord’s response to a leak into the resident’s property.
The complaint is about the landlord's handling of reports of antisocial behaviour (ASB). The Ombudsman has also decided to investigate the landlord’s complaint handling.
The complaint is about the landlord’s response to: The resident's reports of a rodent infestation. The resident's request to be moved.
The complaint is about the landlord’s response to the resident’s reports of a leak from the property above, and the associated repairs.
The complaint is about the landlord’s handling of repairs to the hallway floor. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Wet room repairs. The resident’s complaint.
The complaint is about the landlord's handling of the resident's reports of outstanding repairs. We have also considered the landlord's complaint handling.
The complaint is about the landlord’s response to the resident’s reports of: Damp and mould in her bedroom. Kitchen waste backing up into her bath.
The complaint is about the landlord’s handling of the resident’s concerns about: The condition of the property, including the external communal area and the building’s structural integrity. A carbon monoxide leak and remedial works. The Ombudsman has also considered the landlord’s complaint handling.
This 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: Response to the resident’s reports about damp and mould. Response to the resident’s concerns about the property upon moving in. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of leaks, damp and mould. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: A property inspection. Follow up works to address outstanding issues with the resident’s: Kitchen, tiles and cabinets. Back door. Bathroom and extractor fan. Decoration.
The complaint is about the landlord’s handling of the resident’s: Requests for it to replace her kitchen and bathroom. Reports of damp and mould. We have also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of a leak and subsequent damage, including damp and mould. The resident’s reports of extractor fan repair issues. The resident’s concerns that there was insufficient space for a washing machine and cooker in the kitchen.
The complaint is about the landlord’s handling of the resident’s reports of water ingress, damp, and mould. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: handling of the resident’s reported damp and mould in her home. response to the resident’s concerns about the impact of the damp and mould on her family’s health and her request for a decant. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s request to replace her windows and doors. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of: The resident’s reports of water ingress into the property. The associated complaint.
The complaint is about the landlord’s response to the resident’s requests for: information on the service charges for the 2024 to 2025 financial year. an Energy Performance Certificate (EPC).
The complaint is about the landlord’s handling of the resident’s service charge refund.
The resident’s complaint is about the landlord’s handling of a reported leak and the subsequent damage caused. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s service charge queries. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s report of damp and mould in the property.
The complaint is about the landlord’s handling of: The resident’s requests for explanations and evidence for increases to her service charge and the status of a reserve fund. The associated complaint.
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 the resident’s reports of noise and antisocial behaviour (ASB).
The complaint is about the landlord’s handling of: The resident’s reports about damp and mould in the property. Decant accommodation. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould. Repairs to the windows. Repairs to the fence. The landlord’s complaint handling has also been considered.
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.
| 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 |