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: Communication and response to the resident who has vulnerabilities, disabilities and complex needs. Handling of a rat infestation within the resident’s property. Handling of outstanding repairs including damp in the hallway, damp and mould in the bedrooms and a defective lintel above the dining …
The complaint is about the landlord’s handling of: The resident’s reports of repairs to the communal lift. The resident’s reports of repairs to the intercom and main entrance door. The resident’s complaint.
The complaint is about the landlord’s handling of reports about leaks into the property and the subsequent repairs.
The complaint is about the landlord’s handling of: the resident’s reported repairs which included: the roof. the guttering and downpipe. windows throughout the property. the bathroom flooring. the living room floorboards. the front door. damp and mould in the bedrooms and bathroom. The Ombudsman has also assessed the landlord’s: complaint …
The complaint is about the landlord’s response to the resident’s request for a management transfer.
The resident’s complaint is about the landlord’s response to her request that it install drainage to remedy build-ups of standing water in her garden after periods of rain.
The complaint is about the landlord’s handling of the resident’s request for an electric vehicle charging point (EVCP), including his concerns that his request amounted to a reasonable adjustment.
The complaint is about the landlord’s handling of the resident’s enquiries about the service charges associated with the property. The Ombudsman has also considered the landlord’s handling of the formal complaint.
The complaint is about: the landlord’s response to the resident’s reports of damp and mould. the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of a roof leak affecting the communal areas. The resident’s reports of deterioration to the structure of the building and the lack of a cyclical programme of works.
This complaint is about the landlord's handling of: A mice infestation in the resident’s property. The associated complaint.
The complaint is about the landlord’s: Handling of asbestos in the property. Handling of a decant. Response to the resident’s request for compensation. 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 broken communal lift. This report has also assessed the landlord’s record keeping.
The complaint is about the landlord’s handling of kitchen alterations at the resident’s home. The Ombudsman has also investigated the landlord’s: Handling of the resident’s associated complaint. Knowledge and information management relating to this case.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the kitchen. The storage of the resident’s white goods The resident’s reports of damp and mould in the living room. The resident’s complaint. The resident’s vulnerabilities.
The complaint is about the landlord’s handling of: reports of antisocial behaviour (ASB). the resident’s complaint.
The complaint is about the landlord’s handling of reports of no heating and hot water in the property.
The complaint is about the landlord’s handling of: The resident's requests for information about service charges. The associated complaint.
The complaint is about the landlord’s handling of damp and mould in the property. The Ombudsman has also taken the decision to investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord's handling of: The resident’s reports of various repairs including: Damp and mould; a cracked wall and a leak from the chimney stack. Insulation for the attic. Replacement baths. Asbestos. A decant (a temporary move). The associated complaint.
The complaint is about the landlord’s handling of damp and mould in the property, and the associated repairs. The Ombudsman has also investigated the landlord’s: Handling of the complaint and the level of compensation offered. Record keeping.
The complaint is about the landlord’s response to the resident’s reports of outstanding repairs to both the interior and exterior of her home, including reports of water ingress and mould growth. The Service has also considered the landlord’s record keeping and complaint handling.
The complaint is about: The landlord’s handling of the resident’s concerns about a sewage leak at her property. The landlord’s handling of the resident’s reports of a leak from the property above. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of: Damp and mould in the property. A mite infestation. The complaint and the level of compensation offered.
The complaint concerns the landlord’s handling of the resident’s reporting of safety concerns with the rear steps of the property. This report has also considered the landlord’s complaints handling.
This complaint is about the landlord’s handling of damp and mould in the resident’s property. The Ombudsman has 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. the complaint.
The complaint is about: The landlord’s handling of the resident’s requests for repairs. The landlord’s handling of the resident’s reports of damp and mould. The landlord’s handling of the resident’s complaint.
This complaint is about the landlord’s handling of the resident’s reports of: Outstanding repairs in the property, including to the front door. Damp and mould in the resident’s property.
The complaint is about the landlord’s handling of a sewage leak in the resident’s property and associated repairs. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of: A leak into the resident’s property from a neighbouring property. The associated complaint.
The complaint is about the landlord’s handling of reported leaks in the property.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Reports of damage to her possessions caused by damp and mould. Formal complaint.
The complaint is about the landlord’s response to the resident’s concerns about her application to transfer to a larger 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 defects to the windows and French doors. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to the windows. Damp and mould in the property. The Ombudsman has also investigated the landlord’s: Record keeping. Handling of the complaint and level of compensation offered.
The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB). Handling of the resident’s associated complaint.
The complaint is about the landlord’s handling of: Repairs to the extractor fan vent and roof. Repairs to the patio doors. Damp and mould and associated repairs to the bathroom ceiling and walls. The formal complaint.
The complaint is about the landlord’s handling of 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 leaks into his property. This Service has also considered the landlord’s handling of the complaint.
This complaint is about the landlord’s handling of the resident’s antisocial behaviour and noise nuisance reports.
The resident’s complaint is about the landlord’s: handling of various repairs in the property. complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of: Repairs required to the resident’s bedroom ceiling. Reports of damp and mould in the property. Repairs required in the bathroom. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlords handling of the residents reports of ongoing water leaks from the flat above. The landlords handling of the residents complaint and the amount of compensation offered. This Service has also considered the landlords record keeping.
REPORT COMPLAINT 202324823 London Borough of Redbridge 23 August 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. This […]
REPORT COMPLAINT 202115193 London & Quadrant Housing Trust (L&Q) 23 August 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB). Reports of damp and mould. The Ombudsman has also investigated the landlord’s handling of the complaint and the level of compensation offered.
REPORT COMPLAINT 202308524 Longhurst Group Limited 23 August 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. This is […]
REPORT COMPLAINT 202319694 Rugby Borough Council 23 August 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. This is […]
This investigation is about the landlord’s handling of repairs in the resident’s home.
| 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 |