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 reported concerns about: artex and asbestos; damp and mould; the condition of the kitchen and bathroom. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s:
The complaint is regarding the landlord’s response to the resident’s reports of a leak, the associated repairs and reports of damp and mould. This investigation has also considered the landlord’s handling of the complaint, and the level of compensation offered.
The resident’s complaint is about the landlord’s handling of his report of threatening behaviour by a neighbour.
The complaint is about the landlord’s handling of: subsidence in the property; repairs to the shower. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of damp and mould in a main bedroom and dining room. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise nuisance from his neighbour. The landlord’s complaint handling has also been investigated.
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 handling of the resident’s reports of leaks and associated damp and mould affecting her property. The Ombudsman has decided to consider the landlord’s complaint handling.
The complaint is about: The landlord’s handling of interior, window frame, and electrical repairs at the resident’s property. The landlord’s handling of bath and accessibility adaptations at the resident’s property.
The complaint is about the landlord’s handling of parking management at the resident’s block by its freeholder’s managing agent.
This complaint is about the landlord’s handling of: The resident’s reports of repairs and damp in her bathroom. The associated complaint.
The complaint is about the landlord's: Response to requests for repairs to the kitchen window. Response to reports of issues with the intercom system. Complaint handling.
The complaint is about the landlord’s handling of the resident’s report of damp and mould in 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 damp and mould and request for windows to be replaced. This Service has also considered the landlord’s handling of the complaint.
The complaint is about: The landlord’s handling of damp and mould in November 2022. The landlord’s handling of damp and mould in September 2023. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of a leak. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: handling of insulation and loft repairs. complaint handling.
The complaint is about the landlord’s handling of the resident’s reports about leaks in her kitchen.
This complaint is about the landlord’s handling of repairs to a communal lift.
The complaint refers to the landlord’s: Handling of leaks, damp and mould, and bathroom repairs. Management of the resident’s complaint and request for compensation. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould, and associated repairs ; Complaint.
The complaint is about the landlord’s handling of: the reported defects to the property and the request for warranty information about the windows. the complaint.
The complaint is about the landlord’s response to the resident’s: Reports of an outstanding repair to a shower chair and associated works. Complaint. This report will also assess the landlord’s record keeping.
The complaint is about the landlord’s: Response to the resident’s reports of issues with her service charge account. Handling of the associated complaint.
The complaint is about the level of compensation the landlord offered the resident in relation to its handling of: Various repairs to the windows, doors, plaster, roof and pipework at the property. The complaint handling.
The complaint is about the landlord’s response to the resident’s reports of leaks into her property from an upstairs flat and the subsequent damage caused. The Ombudsman has considered the landlord’s record keeping.
The complaint is about the landlord’s: Response to the resident’s concerns about outstanding repairs and decoration following damp and mould work at the property. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Reports of required repairs. Complaint. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about: The landlord’s handling of repairs to the communal doors and lifts. The associated complaint handling.
The complaint is about the landlord’s response to the resident’s service charge query.
The complaint is about the landlord’s: Handling of reports of noise nuisance. Complaint handling. The Ombudsman has also investigated the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s queries about the service charge. The landlord’s complaint handling has also been considered.
The 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 the resident’s queries about an increase in rent and service charges.
The complaint is about: the landlord’s handling of reports of damp and mould in the property the landlord’s handling of repairs to: external doors windows external lights kitchen fitting the landlord’s handling of the associated complaints. The Ombudsman has also decided to investigate the landlord’s record-keeping practices in this case.
The complaint is about the landlord's handling of: The resident’s reports of damp and mould The residents complaint.
The complaint is about the landlord’s handling of the resident’s reports of water ingress.
The complaint is about the landlord’s handling of: The resident’s report of a leak. The associated complaint.
This complaint is about the landlord’s: Response to the resident’s reports of leaks, damp, and mould. Complaint handling.
The resident’s complaint is about: The landlord’s response to concerns about the condition of the resident’s property when his tenancy commenced. The landlord’s handling of the resident’s complaint.
The resident’s complaint is about the landlord’s handling of repairs to the windows in her home.
The complaint is about the landlord’s response to: The resident’s reports of repairs required when she moved into the property. The associated formal complaint.
The complaint is about the landlord’s handling of the resident’s: Various repairs. Request to have gas central heating installed. Formal complaint.
The complaint is about the landlord's handling of the resident’s reports of unreasonable levels of noise from the floorboards in the property above.
The complaint is about: The landlord’s handling of reports of outstanding repairs to a toilet due to a leak and associated sewage leaks. The landlord’s handling of reports of outstanding repairs to the back balcony doors. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s request for a management transfer.
The complaint is about the landlord’s handling of the resident’s reported damp and mould in his flat. 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 antisocial behaviour (ASB) and hate incidents. The landlords handling of the resident’s complaint.
The resident’s complaint was about: The landlord’s response to the resident’s reports about her heating that it was too hot and that there was a loss of heating in December 2022 onwards. The Ombudsman will consider the landlord’s complaint handling. The Ombudsman will consider the landlord’s record keeping.
| 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 |