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 reports about: Notification of a rent increase. Anti-Social Behaviour (ASB) from a neighbour. Fire Safety. The landlord’s associated complaints handling has also been investigated.
The complaint is about the landlord’s handling of: Repairs needed to the resident’s window due to damp and mould. Repairs to the lighting within the communal car park. The resident’s concerns regarding a missing communal bin. The associated complaint.
The complaint is about: The landlord’s response to the resident’s request for air conditioning during major works. The complaint handling delay.
The complaint concerns: The landlord’s handling of communal roof repairs and pests. The landlord’s response to the resident’s complaint about its customer service.
This complaint is about: The landlord’s handling of major works to the windows and the redecoration of the communal areas at the resident’s building. The landlord’s handling of the associated complaint.
The complaint is about: The landlords handling of the resident’s concerns about rear access to their garden, and; the landlords handling of the resident’s complaint through its internal complaints process.
The complaint is about the landlord’s: response to the resident’s reports of antisocial behaviour (ASB) noise nuisance from her neighbour; response to the resident’s reports of noise caused by the building vibrating; complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of his faulty boiler.
The complaint is about The landlord’s handling of the resident’s reports of noise and other anti-social behaviour from an upstairs neighbour in a previous property. The arrangements for moving and the administration of the resident’s rent account following a decant to a new property.
This complaint is about the landlord’s handling of the resident’s damaged laminate flooring in her hallway.
The complaint is about the landlord’s response to the resident’s request for the communal intercom camera to be repaired.
The complaint is about the level of compensation offered by the landlord for its response to the resident's reports of mould, damp and condensation from the windows of his former property.
The complaint is about the landlord's handling of the resident’s reports of noise nuisance. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
This complaint is about the landlord’s handling of the resident’s reports of Anti-social Behaviour (ASB) by her neighbour.
The complaint is about the landlord’s handling of repairs to the resident’s floorboards and the level of compensation offered. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the gas safety check at the resident’s property.
The complaint is about the landlord’s handling of repairs to pavement slabs in a communal area outside the resident’s property.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of damp in the property. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Response to the resident’s reports of stalking and noise nuisance. Complaint handling.
The resident has complained about the landlord’s handling of repairs to resolve damp and mould in his property. The Ombudsman has also considered the landlord’s complaint handling. The Ombudsman has further considered the landlord’s record keeping.
The complaint is about: The landlord’s handling of the resident’s reports of a leak and the subsequent repairs. The landlord’s handling of the associated complaint and record keeping.
The complaint is about the landlord’s handling of the repair to the boiler and associated decorative repairs.
The resident has complained about the landlord’s handling of: Reports of defects in the property. Concerns that the boundary to the site has allowed access to the property, and antisocial behaviour (ASB).
The complaint is about: The landlord’s handling of the resident’s reports of noise and antisocial behaviour (ASB) from his neighbour. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s response to the resident’s request for a fire safety check of her doors in her property and her concerns that the doors in her property were not fire-rated. The landlord’s complaint handling.
The complaint is about the landlord’s fire safety communication and its response to the resident’s request to reimburse costs for an unsuccessful re-mortgage.
The complaint is about the landlord’s: Handling of repairs at the property from May 2020 onwards, and an associated offer of compensation. Handling of heating system repairs prior to May 2020. Handling of a management move. The Ombudsman has also assessed the landlord’s complaint handling and record keeping.
The complaint is about the landlord’s handling of repairs to the resident’s front door.
This complaint is about the landlord’s handling of: The resident’s rent and service charge payments. The associated complaint.
This complaint is about the landlord’s handling of the resident’s reports of noise disturbance and anti-social behaviour (ASB).
The complaint is about the landlord’s handling of, and record keeping and compensation for the resident’s reports of outstanding repairs to his bathroom radiator .
The complaint is about the landlord's: Response to the resident’s reports of mould at the property. Complaints handling.
The complaint is regarding the landlord’s handling of repairs in the resident’s property following his report of cracking and possible subsidence. This Service has also considered: How the landlord handled the resident’s complaint. The landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (ASB).
The complaint is about: The landlord’s request that the residents remove a conservatory. The landlord’s handling of the resident’s complaint.
The complaint is about the landlords handling of water ingress from the resident’s roof. the subsequent complaint about the roof repair.
The complaint is about the landlord’s handling of repairs to fix low hot water pressure at the resident’s property.
The complaint is about: The landlord’s handling of the resident’s reports of ongoing leaks in her wet-room and the required repairs. The landlord’s handling of the associated complaint.
The complaint concerns the landlord’s handling of: The resident’s reports of a theft at her property. The associated formal complaint.
The complaint is about the landlord’s handling of: The resident’s request to be removed from the tenancy. The subsequent complaint.
The complaint is about the landlord’s handling of a leak in the resident’s roof.
The complaint is about: The landlord’s response to the resident’s reports of disrepair to her property, in particular in relation to delays and the standard of repairs. The landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of the repair of a leak at the property.
The complaint is about the landlord’s handling of repairs to the resident’s kitchen sink and cabinet.
The complaint concerns how the landlord responded to the resident’s reports of noise transference due to noisy plumbing in the building.
The complaint is about the landlord’s response to the resident’s reports that a bank of land in front of her property was not being maintained regularly by the landlord.
The complaint is about the landlord’s response to the resident’s reports about damp and mould.
The complaint is about the landlord’s response to the residents’ request to change the tenancy from a joint tenancy to a sole tenancy and refund the deposit.
This complaint is about the landlord’s handling of the resident’s reports of damp and mould in his property.
| 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 |