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 of bathroom repairs which caused leaks in the property. The presence of damp and mould in the property. This report also looks at the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of a washing machine repair. 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 repair to the roof, due to a leak.
The complaint is about the landlord’s: Handling of a repair to the resident’s bedroom window. Response to the resident’s reports of damp and mould in the property. Complaint handling.
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.
The complaint is about the landlord’s response to the resident’s: Request for repairs to her: Rear garden. Front door. Electrics. Concerns about her rent arrears. Allegation of theft. Kitchen and bathroom refurbishment. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of the resident’s reports about leaks.
The complaint is about the landlord’s handling of the resident’s: Concerns over money missing from a sinking fund. Complaint.
The complaint is about: The landlord’s response to the resident’s reports of no heating or hot water and request for an electric boiler . The landlord’s handling of the resident's complaint.
The complaint is about the landlord’s handling of: The installation of a new kitchen. The resident’s reports of staff attending without a scheduled appointment. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of ASB from her neighbour. The landlord’s handling of the complaint.
The complaint is about the landlord’s: response to the resident’s reports about repair issues at her property, including damp and mould; complaints handling.
The complaint is about the landlord’s handling of: A rodent infestation. Damp and mould in the property. The resident’s compensation claims for damaged belongings. This Service will also investigate the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports about leaks, damp and mould. Response to the associated complaint. Record keeping.
The complaint is about the landlord’s delay in repairing the resident’s property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s requests for front door and external canopy replacement, window, and internal decoration works.
The complaint is about the landlord’s: handling of lift repairs in 2022 . response to the resident’s request for reimbursement of service charges relating to the lift. The Ombudsman has also assessed the landlord’s: complaint handling. record keeping.
The complaint is about: The landlord’s handling of damp and mould reports. The landlord’s management of repairs at the property. The landlord’s handling of pest control issues. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s request for a repair to: A leak. The boiler and associated pipework. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s enquiry about insurance and repair costs. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of: the resident’s reported concerns about the standard of the: grounds maintenance. internal communal cleaning. the resident’s concerns that the estimated service charges had increased . The Ombudsman has also assessed the landlord’s: complaint handling. record keeping.
The complaint is about the landlord’s handling of the resident’s reports of: No electricity in the kitchen since April 2022. Multiple other repairs in the property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports about: Staff members using the estate cleaners’ room. The water pressure. 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 reports of damp and mould in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlords handling of the resident’s reports of cigarette smoke entering the property. The landlords handling of the resident’s reports of carbon monoxide from the boiler in the property. The landlords handling of the residents reports of a wasp infestation. The landlords handling of the complaint.
The complaint is about the landlord’s handling of: Reports of cracks to the property and window repairs. A request for kitchen and bathroom upgrades. The complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Boiler repair issues. Lift repair issues. The landlord’s handling of the complaint will also be considered.
The complaint is about the landlord’s handling of a reported leak from the roof and damage to his property from historic leaks.
The complaint is about the landlord’s response to the resident’s concerns about service charges.
The complaint is about the landlord’s handling of the resident’s reports of a leak and subsequent damage to her belongings. The Service has also considered the landlord’s: Record keeping. Handling of the complaint.
The complaint is about: The landlord’s handling of the resident’s reports of roof leaks affecting her loft and kitchen ceiling, including the landlord’s communication. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of: reports of anti-social behaviour, including noise nuisance and noise transference. the resident’s request for rehousing on medical grounds. the associated complaint.
The complaint is about the landlord’s: Handling of the resident’s transfer application. Complaint handling.
The complaint is about the landlord’s handling of the report of a leak causing water ingress into the resident’s property. We have also considered the landlord’s: record keeping. complaint handling.
The complaint is about the landlord’s handling of: repairs to an underground leak and subsequent damp and mould in the resident’s property. the associated complaint.
The complaint is about the landlord’s: Handling of the resident’s concerns about delays in its provision of her finalised service charge accounts. Response to the resident’s concerns about the standard of services provided under the service charge agreement. Handling of the associated complaint.
The resident’s complaint is about the landlord’s: Response to her reports of a leak in the property; Handling of the associated complaint.
This complaint is about the landlord’s: Handling of its concerns about clutter in the resident’s home. Response to the resident’s complaint about the cost and efficiency of his heating system.
The complaint is about the landlord’s handling of: A refit of the resident’s kitchen. A refit of the resident's bathroom. Reports of damaged and missing items. The Ombudsman has also investigated the landlord’s: Record keeping. Complaint handling.
The complaint is about the landlord’s response to the resident’s reports of repairs and adaptations required at the property. We have also looked at the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of a leak into the property.
The complaint is about the landlord’s response to the resident’s reports of a leaking roof. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s response to the resident’s reports and complaints about mould, an extractor fan, lack of heating, and repairs to a window.
The complaint is about the landlord’s: Handling of the resident’s transfer request to an accessible property. Handling of the resident’s request for a bathroom upgrade. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak into the property and subsequent damp and mould. Associated formal complaint.
The complaint is about the landlord's handling of: Reports of leaks and the associated repairs. The complaint.
The complaint is about the landlord’s handling of: Repairs to the external lighting on the estate. The resident’s associated complaint.
The complaint is about the landlord’s response to the resident’s reports about cold and a request for insulation in her bedroom. 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 mechanical ventilation with heat recovery unit (MVHR) and associated damp and mould. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s: Handling of reports of leaks at the property. Handling of reports of damp and mould at the property. Response to reports of issues with internal doors, windows and kitchen. 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 |