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 concerns the landlord’s handling of: Reports of antisocial behaviour (ASB) and noise nuisance from the upstairs’ flat. Reports of leaks into the property. The resident’s concerns regarding staff conduct. The related complaint.
The complaint concerns the landlord’s handling of the resident’s reports of sewage discharge into her property.
The resident’s complaint is about the landlord’s handling of his queries about an increase in heating and hot water charges.
The complaint is about the landlord’s: Handling of the resident’s request to purchase her property through Right to Acquire (RTA). Handling of the associated complaint.
The resident’s complaint is about the landlord’s response to her reports of damp and mould.
The complaint is about the landlord’s response to the resident’s requests for a neighbouring property to be soundproofed.
The complaint is about: The landlord’s handling of leak reports and associated damp and mould. The landlord’s handling of the resident’s complaint.
The resident’s complaint is about the landlord’s response to the resident’s reports about insulation, windows, door and the bathroom. The Ombudsman will consider the landlord’s complaint handling. The Ombudsman will consider the landlord’s record keeping.
The complaint is about the landlord’s: Handling of a leak in the resident’s bathroom and the subsequent damage caused. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of repairs required to the property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also considered 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. Pests in the ceiling and roof space. Pigeons nesting on the balcony.
The complaint is about: The condition of the property when it was let to the resident. The landlord’s handling of various repairs at the property. The Ombudsman has also considered the complaint handling in this case.
The complaint is about the landlord’s handling of the resident’s reports of drainage problems. The Ombudsman has also considered the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s response to the resident’s concerns about a service charge for door entry system maintenance.
The complaint is about the landlord’s response to the resident’s reports about damp and mould at his property.
The complaint is about the landlord’s response to the resident’s reports of water ingress. The Ombudsman has also considered the landlord’s record-keeping.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould and associated remedial repairs. Aids and adaptations. This Service has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: Damp and Mould in the resident’s property. Heating and repairs in the resident’s property. Pest control. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Reports of a leak and subsequent repairs, damp and mould in the resident’s property. The associated complaint.
The complaint is about the landlord's handling of: the resident’s reports of a leak into the property. the complaint and the level of redress offered.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of the resident’s request for a property transfer. The landlord’s complaint handling is also considered.
The complaint is about the landlord’s handling of the resident’s: Reports of kitchen repairs related to pest control issues. Request for a replacement kitchen and bathroom. Associated formal complaint.
The complaint is about the landlord’s handling of: The resident’s reports of repairs to the garden. The resident’s reports of repairs to the back door. The associated complaint.
The resident’s complaint is about: The landlord’s handling of reports of damp and mould in the resident’s property. The landlord’s handling of the resident’s complaint.
This complaint is about the landlord’s handling of reports of a lack of loft insulation and the associated complaint.
The complaint is about delays to repairs in the property and the compensation awarded.
The complaint concerns the landlord’s: Response to reports of a rodent infestation. Handling of reports relating to communal repairs and cleaning. Response to reports relating to a bad smell in the bathroom. Handling of the related complaint.
The complaint is about the landlord’s response to the resident’s reports of repairs including taps and pipework; metal sticking out of the bedroom floor; broken guttering; and damp and mould. We have also considered the landlord's complaint handling.
The complaint is about the landlord’s response to the resident’s reports about antisocial behaviour (ASB) and its subsequent decision not to investigate.
The complaint is about the landlord’s: Handling of repairs to the property, specifically relating to broken guttering and repointing. Response to the resident’s reports of damp, mould and water ingress.
The complaint is about the landlord’s: Handling of damp and mould. Handling of repairs to the resident’s window, door, and stairs. Handling of heating issues. Handling of repairs to the roof. Handling of asbestos in the resident’s property. The Ombudsman has also investigated the landlord’s record keeping.
The complaint is about the landlord’s handling of: A leak in the resident’s bathroom. The associated complaint.
The complaint is about the landlord’s handling of reports of damp and mould and associated 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 reports of: a leak from the roof. damp and mould in her property.
The landlord’s handling of the resident’s reports of heat loss from the property. This Service has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of other residents leaving bulk refuse in the communal bin store, and the associated costs being added to the communal service charges. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of: Reports of blockages in the resident's kitchen. Reports of mice infestation in the property. Reports of a lack of fire escape provision. The associated complaint.
The complaint is about: The landlord’s management of flooring works. The landlord’s handling of the resident’s claim for compensation due to damage to the carpet. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of damp in the property, including her concerns that it had not been addressed during the voids process. Complaint handling.
The complaint is about the landlord’s: Handling of reports of damp and mould in the property. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of Antisocial Behaviour (ASB).
The complaint is about the landlord’s response to the resident’s reports about repair issues in her property.
The complaint is about the landlord’s response to the resident’s reports of: brickwork and roof repairs. electrics tripping intermittently in the kitchen. damp. The Ombudsman has also assessed the landlord’s: complaint handling. record keeping.
The complaint concerns the landlord’s handling of repairs to the outhouse of the resident’s property. This investigation has also considered the landlord’s record keeping.
The complaint is about the landlord's response to the resident's: Reports of water ingress and associated damp and mould; Complaint. This report has also assessed the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s reports of several repairs. This investigation also considers the landlord’s complaint handling and record keeping.
The complaint is about the landlord’s handling of the resident’s application for a management move and its handling of the resident’s reports of anti-social behaviour (ASB). This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the resident’s toilet.
The complaint is about: The condition of the property when it was let to the resident. The landlord's handling of reported repairs. The landlord’s complaint handling has also been investigated.
| 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 |