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 a leak and request for compensation. The landlord’s handling of the resident’s report of no heating or hot water. The landlord’s response to the resident’s reports of unlawful occupation and noise nuisance from a neighbouring flat. The landlord’s …
The complaint is about the landlord’s handling of the resident’s report of ongoing noise. 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 (ASB). The landlord’s handling of the resident’s request to be rehoused. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The complaint.
The complaint is about the landlord’s handling of reports of subsidence. The landlord’s record keeping has been investigated. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks and the associated damp and mould. Associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s response to the resident’s request to be rehoused. The landlord’s complaint handling. The Ombudsman has also assessed the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s: Reports of flooding in the basement and the associated damp and mould. Reports of repairs to the kitchen. Associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour (ASB) and noise nuisance. The landlord’s response to the resident’s complaint.
The complaint is about the landlord’s: Handling of repairs at the property. Complaint handling.
The complaint is about the landlord’s handling of: Repairs to the boiler. The resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s reports about damp and mould. The complaint.
The complaint is about the landlord’s: Handling of repairs to the property, including to address damp and mould. Handling of the associated complaint.
The complaint is about the landlord’s handling of the resident's concerns of repairs required to the front and rear doors of the property, following break-ins. 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 into the property. Associated formal complaint.
The complaint is about the landlord’s handling of: reports of staff conduct/racial discrimination; the resident’s complaint.
The complaint is about the landlord's handling of the resident’s reports of unsatisfactory ground maintenance.
The complaint is about the landlord’s handling of a windows repair. The Ombudsman has also considered the landlord’s: Record keeping. Complaint handling.
The complaint is about the landlord’s handling of repairs to the ceiling. 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 (ASB) and harassment from her neighbours.
The complaint is about the landlord's handling of reports of repairs issues, and damp and mould. The Ombudsman has also considered the landlord’s: Complaints handling. Record keeping.
REPORT COMPLAINT 202227785 Tower Hamlets Homes 13 March 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 complaint is about the landlord's response to reports of a leak, damp and mould, and a crumbling ceiling within the property.
The complaint is about the landlord’s response to reports of ongoing damp and mould.
The complaint is about the landlord’s handling of the sale of the late resident’s property. The Ombudsman has also considered the landlord’s complaint handling as part of this investigation.
The complaint is about: The landlord’s communication with the resident following a fire at her property. The landlord’s disposal of the resident’s personal items following the fire at her property. The landlord’s handling of the resident’s concerns about the conduct of its removal contractor. The landlord’s complaint handling has also …
The complaint is about the landlord’s: handling of reports of defects to windows. complaint handling.
The landlord’s handling of reports of lift outages. The landlord’s record keeping has been investigated. The landlord’s complaint handling has also been investigated.
The resident’s complaint is about the landlord’s: Identification of a leak in her bathroom. Handling of her request for a bath to be installed. Response to a loss of heating in her living room. Contractor’s conduct towards her.
The complaint is about: The landlords handling of the resident’s concerns regarding staff conduct. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould in the property. Related complaint.
The complaint is about the landlord's response to the resident's concerns about service charges.
The complaint is about the landlord’s: Response to reports of recurring leaks from the flat above. Response to the noise from the flat above which was said to be due to the lack of sound proofing under the laminate flooring. This report has also taken into consideration the landlord’s handling …
The complaint is about the landlord’s handling of the resident’s complaint concerning repairs including heating issues, damp, and mould.
The complaint is about the landlord’s handling of reports of delays in communication by the sustainability team.
The resident’s complaint is about how the landlord has handled his reports about outstanding repairs to a boundary fence.
The resident’s complaint is about: The landlord’s handling of requests for repairs to a leaking communal roof, including associated repairs to damage caused to the resident’s property. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of damp and mould. The Ombudsman has also considered the landlord’s complaint handling and record keeping.
This complaint is about how the landlord handled: The resident’s reports of noise nuisance, antisocial behaviour and tenancy breaches from her upstairs neighbour. The resident’s concerns that the path outside her house and a corridor were being used inappropriately by third parties, including a dispute about whether the path and …
The complaint is about: The landlord’s handling of reports of damp and mould in the property. The associated complaint handling.
The complaint is about: The landlord’s handling of garage repairs and subsequent recommended adaptations. The landlord’s complaint handling has also been investigated.
The resident’s complaint is about: The landlord’s handling of requests for improvement in the maintenance of the communal garden. The landlord’s handling of requests for cleaning and renovation of interior decoration and carpets in communal areas. The landlord’s handling of lift repairs, including delays in replacing the communal lift. The …
The complaint is about the landlord’s handling of the resident’s reports regarding: Outstanding roof repairs. Damp and Mould. The associated formal complaint.
The complaint is about the landlord’s: Handling of reports of antisocial behaviour (ASB). Delay in the painting of the property. Handling of the associated complaint.
The complaint is about: The landlord’s handling of the resident’s request for information about the removal and replacement of cladding on the building. The landlord’s response to enquiries made by the resident relating to fire safety and the EWS1 certificate. The landlord’s handling of the complaint.
The complaint is about the landlord’s handling of repairs to windows and doors at the property.
The complaint is about the landlord’s handling of repairs to the resident’s property including a leak and subsequent remedial works, repairs to the windows, and mice and pigeons in the property. The Ombudsman has also considered the handling of the associated complaint.
The complaint is about: The landlord’s handling of reports of damp and mould in the property. The landlord’s handling of reports of issues with drainage to the front and back gardens of the property. The associated complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
The landlord’s handling of the communal walls and ceiling following leaks, and of the presence of asbestos in the walls. The landlord’s complaint handling has also been investigated. The landlord’s record keeping 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 |