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 concerns about information she had been provided with in relation to access to a communal garden. Response to the resident’s concerns about the condition of the garden. Handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The resident’s reports of damp and mould. The formal complaint. The Ombudsman has also considered the landlord’s knowledge and information management.
The complaint is about the landlord’s handling of a leak and associated remedial repairs at the resident’s property. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of the resident’s request for a management transfer. The Housing Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of a leak affecting her property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of outstanding repairs in the property. The resident's reports of a dangerous tree in her garden. The resident's complaint.
The complaint is about the landlord’s response to the resident’s reports of repair issues in her property.
The landlord’s response to the resident’s complaint about its handling of reports of damp and mould, and associated repairs.
The complaint is about the landlord’s response to the resident’s reports of damp and mould.
The complaint is about the landlord’s: Response to the resident’s reports that it gave incorrect information during the sales process. Handling of the related formal complaint.
The complaint is about the landlord’s handling of the resident’s transfer request.
The complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB) issues at the property. Complaint handling.
The complaint is about the landlord’s handling of the resident’s request for clarification regarding a backdated increase in energy charges. The Ombudsman has also investigated the landlord’s complaint handling.
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 complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about a collapsed boundary wall. The Ombudsman will also consider the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the communal lift which resulted in the resident being temporarily moved a number of times. The Ombudsman has also investigated 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. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s concerns about the balcony doors at her property. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of reports of leaks, damp and mould. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of; repairs to the resident’s back door, the garden fence and back gate at the property. the resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s reports of various repairs. The associated complaint handling.
The complaint is about the landlord’s handling of: Damp and mould at the resident’s property. The associated complaint.
The resident’s complaint is about: The landlord’s handling of his requests for kitchen refurbishment, which the resident believed amounted to discrimination. The landlord’s complaint handling.
The complaint is about: The landlord’s handling of reports of leaks, damp and mould. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s mutual exchange application.
The complaint is about: The landlord’s handling of reports of damp and mould. The landlord’s handling of various communal repairs. 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 damp and mould affecting the property. The Ombudsman has also assessed the landlord’s record keeping.
The resident’s complaint is about the landlord’s handling of repairs to the boiler and her request for compensation for gas usage. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports about the conduct of its staff member. This Service has also considered the landlord’s handling of the complaint.
The complaint refers to the landlord’s handling of reports about the balcony doors and the consequent water penetration. The Ombudsman has also considered the landlord’s: Complaint handling; and, Record keeping.
The complaint is about the landlord's handling of the resident’s request to remove a coal bunker from the front hallway.
The compliant is about the landlord’s handling of reports of anti-social behaviour (ASB). The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports about repairs at the property. The Ombudsman has also considered the landlord’s: Handling of the associated formal complaint. Record keeping with respect to the issues.
The complaint is about the landlord’s handling of: the resident’s reports of defective windows. the resident’s reports of repairs required to the roof. the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of a roof leak. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s reports of leaks.
The complaint is about the landlord’s handling of: The resident’s request for a management transfer. The resident’s reports of leaks, damp and mould and the subsequent repairs.
The complaint is about the landlord’s handling of the resident’s concerns about the back door to her property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of trees blocking her window. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s damp and mould reports.
The complaint is about the resident’s reports about the landlord’s handling of; Damp and mould and the subsequent remedial repairs in the property. The claim for damage to the household’s belongings. The management of the tenancy including audits and an alleged breach resulting in allegations of discrimination. The associated complaints.
The resident’s complaint is about the landlord’s response to the resident’s request for information on the introduction of a service charge. The Ombudsman has also considered the associated complaint handling.
The complaint is about: The landlord’s handling of the resident’s report of a roof leak. The landlord’s handling of the resident’s reports of damp and mould in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Request to repair his windows. Reports of damp and mould. Request to replace his storage heater. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of repairs to her property’s windows.
The complaint is about the landlord’s handling of the resident’s request for replacement windows and repairs to the external render. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports that her neighbour was: causing noise nuisance. smoking cannabis.
The complaint is about the landlord’s handling of the resident’s request for a mutual exchange.
The complaint is about the landlord’s response to the resident’s report of a leak into the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of rodents in the property. Handling of the resident’s concerns about loft insulation. This investigation also considers the landlord’s record keeping and complaint handling.
| 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 |