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 landlord’s response to the resident’s health issues and its handling of her request for adaptations and reasonable adjustments to be made. The landlord’s handling of the resident’s reports of the property condition at the start of the tenancy. The landlord’s complaint …
The complaint is about the landlord’s handling of: The resident’s concerns of subsidence at her property and repairs to a fence, drainpipe and door repair. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s concerns about the condition of property when she moved in and her subsequent reports of: damp and mould heating repairs immersion heater repairs pest infestations. The associated complaint.
The complaint is about the landlord’s handling of: the resident’s reports of damp and mould. the resident’s complaint.
The complaint is about: The landlord’s handling of repairs to the front and back doors of the property. The landlord’s handling of security upgrades at the property. The landlord’s response to reports of electrical faults at the property, and its handling of the associated repairs. The landlord’s response to reports …
The complaint is about the landlord’s handling of: Reports of a rodent infestation. The resident’s associated complaint.
The complaint is about: The landlord’s response to reports of damp and mould. The landlord’s handling of door and window replacements. The associated complaint handling.
This complaint is about the landlord’s handling of: repairs to the roof of the resident’s property; the associated complaint.
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 the resident’s reports of antisocial behaviour (ASB), and the associated transfer request.
The complaint is about the landlord’s response to the resident’s report of antisocial behaviour. 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 leaking gutter. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s request for information about service charges, and regarding the progress of cladding work. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the resident’s property.
The complaint is about the landlord’s handling of: Damp and mould, including the presence of woodlice and garden flooding. Window, guttering and an extractor fan repair. Shower and sink drainage problems and shower adaptations. Cold in the bathroom. The Ombudsman has also considered the landlord’s record keeping and complaint handling.
REPORT COMPLAINT 202337027 Cambridge City Council 8 November 2024 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. […]
The complaint is about the landlord’s handling of shower repairs. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s administration of the resident’s rent account.
The complaint is about the landlord’s response to the resident’s reports concerning: Asbestos. Damp and mould.
The complaint is about the landlord’s handling of the resident’s: reports of damp and mould. concerns about exposure to asbestos. subsequent complaint.
The complaint is about the landlord’s handling of a window repair. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s response to a lack of water supply in the property. The landlord’s handling of repairs in the kitchen. The landlord’s handling of adaptations to the bathroom. The landlord’s handling of the associated complaints.
This complaint is about the landlord’s handling of the resident's reports of lack of heating and hot water. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The sales process. The gas safety check and the resident’s report of a gas leak. Repairs, damp and mould. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Response to reports of mice at the property. Handling of repair work.
The complaint is about the landlord’s handling of: The resident’s reports of communal issues, including subsidence and repairs to the staircase and the roof. Repairs to the resident’s balcony door. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Response to the resident’s concerns about the condition of the property and outstanding void repairs. Complaint handling.
The complaint is about the landlord’s handling of: Communal cleaning and grounds maintenance at the resident’s housing scheme. The resident’s request for information about his service charge.
The complaint is about the landlord’s response to issues the resident raised concerning: Repairs to his kitchen and bathroom. Cleaning and maintenance of communal areas in and around his building.
The complaint is about the landlord’s response to the resident’s concerns about parking enforcement at her scheme.
The complaint is about how the landlord responded to the resident’s reports of a leak into the property. 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. The Ombudsman has also considered the landlord’s complaint handling.
The resident has complained about the landlord’s handling of communications regarding the annual gas safety inspection for the property. We have also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould at the property. The resident’s requests to be rehoused.
The complaint is about the landlord’s response to the resident’s request for allocated parking spaces to resolve related antisocial behaviour (ASB).
The complaint is about the landlord’s handling of the resident’s report of a leak. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s reports of a repair to the shower. 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 blockage in his property, the associated damage caused, and the compensation offered. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Enquiries about major works. Reports of roof leaks. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of a squirrel infestation, and the associated repairs. The Ombudsman has also considered the landlord’s complaint handling.
The resident’s complaint is about the landlord’s response to his request to replace the electric boiler system in the property with gas.
The complaint is about the landlord’s: Failure to keep appointments to identify the cause of the resident’s reports of mould at the property. Complaint handling.
The complaint is about: The landlord’s handling of damp and mould and associated repairs. This Service will also investigate the landlord’s complaint handling.
This complaint is about the landlord’s response to the resident’s concerns around recurring damage to the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Reports of water ingress and the associated repairs. The associated complaint.
The complaint is about the landlord’s handling of: Shower repairs. The resident’s requests for the heating system to be upgraded. The Ombudsman has also investigated the landlord’s complaint handling.
REPORT COMPLAINT 202308770 Hammersmith and Fulham Council 31 October 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
The complaint is about the landlord’s handling of the resident’s reports that: his garden was overgrown with weeds. the bedroom radiators were not producing enough heat. The Ombudsman has also investigated the landlord’s: complaint handling. record keeping.
The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB). the associated complaint.
The complaint is about the landlord’s: Response to the resident’s requests for the removal of a tree near her garden. Handling of replacement fence panels. Handling of the resident’s complaint.
| 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 |