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: Repairs that were included in a disrepair claim. The resident’s reports about his stop tap and toilet. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs and the resident’s subsequent request for compensation. The associated complaint.
The complaint is about the landlord’s handling of: Reports about sinking floors in the resident’s property. Reports about sinking paving slabs to the rear of the resident’s property. The associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about damp, mould, and cavity wall insulation.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) by a neighbour. Repairs to the main entrance door and reports of intruders.
The complaint is about the landlord’s handling of reports of damp and mould and various works to the 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 and associated repairs.
The resident has complained about: The landlord’s response to the sewage leak from her bathroom. The landlord’s response to her concerns about the cleaning that was undertaken following the leak. The level of compensation offered by the landlord. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of window repairs.
The complaint is about the landlord’s handling of the resident’s report of a leak and subsequent request for reimbursement of costs.
The complaint is about the landlord’s: handling of concerns about a balcony. complaint handling.
The complaint is about the landlord’s response to the resident’s: Request for repairs. Complaint.
The complaint is about the landlord’s handling of heating and hot water repairs. The Ombudsman has also investigated the landlord’s complaint handling.
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 concerns about service charges relating to the local manager service. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB) and her request for a management move. Complaint handling.
The complaint is about the landlord’s handling of cracks in the walls, including the associated repairs. The Service has considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of damp and mould at the resident’s property.
The complaint is about the landlord’s handling of reports of damp and mould in the loft affecting the bathroom and bedroom in the property.
The resident’s complaint is about the landlord’s handling of: His request for a ‘management move’. A loss of heating to the property.
The complaint is about the landlord’s response to the resident’s concerns about The planned rewiring works and replacement kitchen. Asbestos. Conduct of staff. The damage caused to personal belongings. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s response to the resident’s reports of damp, mould and the living room being too cold. This Service has also investigated the landlord’s complaint handling.
The complaint is about how the landlord handled the resident’s possessions while it rehoused her. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns that a carbon monoxide alarm had not been installed in their home by 1 October 2022. Handling of the resident’s associated complaint.
The complaint is about the resident’s concerns around the landlord’s handling of: Reports of damp and mould in the property. The process of temporarily rehousing the resident. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of concerns about: the condition of the property at the start of the tenancy. outstanding repairs at the property. pest infestation. staff conduct. antisocial behaviour (ASB). We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s report of antisocial behaviour (ASB).
The complaint is about the landlord’s handling of the resident’s reports of: Draughts and cold. A leak. The Ombudsman has also considered the landlord’s complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s reports of her property being cold. This Service 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 associated complaint.
The complaint is about the landlord's handling of repairs to the boiler in the resident’s property.
This complaint is about the landlord’s handling of reports of damp and mould.
The complaint is about the landlord’s handling of: Repairs to the resident’s guttering and roof. The resident’s complaint.
The landlord’s response to the resident’s complaint about her request for fencing and repairs.
The complaint is about the landlord’s: Response to the resident’s concerns that a neighbour had erected a patio and fence without permission. Handling of the complaint.
The complaint is about the landlord’s handling of the resident’s: Reports about excessive heat and poor ventilation in the property including its offer of compensation. Associated complaints.
The complaint is about the resident’s reports about the landlord’s handling of repairs to the metal panel attached to her balcony.
The complaint is about the landlord’s handling of the resident’s reports of a leak, and the associated repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour.
The complaint is about the landlord’s handling of: The resident’s reports about repairs to his kitchen, including his request for a full kitchen replacement. The resident’s reports about repairs to the windows in the property, including his request for all windows to be replaced. The landlord’s complaint handling has also …
The complaint is about the landlord’s handling of the resident’s request for further information about its 2021/2022 service charges. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord's handling of: Communal repairs. The communal cleaning. The resident’s associated complaint.
The complaint is about the landlord’s communication regarding obtaining an energy performance certificate and its process for installing solar panels. 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. Resident’s reports of concerns with the drainage at the property. Associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of leaks, damp and mould and associated repairs at the property. The resident’s reports of her property being underheated. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of repairs at the resident’s property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s request for compensation relating to repair delays, decorating, and flooring costs.
This complaint is about the landlord’s response to the resident’s concerns about: The conduct of its surveyor who visited her property on 31 October 2022. Subsidence and cracks to both her kitchen and bathroom flooring.
The resident’s complaint is about the landlord’s handling of: Damp and mould in the property and associated remedial repairs. His request for reimbursement of energy costs.
The complaint is about the landlord’s response to the resident’s concerns about the conduct of its call handlers. The Ombudsman has also considered the landlord’s 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 |