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 reports of a theft and security issues in her building. The landlord’s response to the resident’s concerns about the provision of a concierge service. The landlord’s response to the resident’s assertion that she had not been receiving the window cleaning …
The complaint is about the landlord’s handling of required repairs and remedial works at the property, following a leak from the property above. The complaint is also about the landlord’s associated handling of the complaint.
The complaint is about the landlord’s handling of: The resident’s reports of repairs to her front and back doors. The formal complaint.
The complaint is about: The landlord’s handling of the resident’s reports concerning damp and mould. The related complaint.
This complaint is about the landlord’s: Handling of the resident’s reports of ASB (noise nuisance) by her upstairs neighbour. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould in her property and in the basement below it. Complaint handling.
The complaint is about the landlord's: Handling of the resident’s reports of no heating or hot water in the property between 1 January 2021 and 14 January 2021. Complaint handling.
The complaint concerns: The landlord’s handling of the resident’s noise nuisance reports. Related complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of an overheating problem with the communal heating system.
The complaint is about the landlord’s handling of the resident’s reports of damp in 2021. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of: A tenancy panel hearing and the resident’s concern that he had been placed on an introductory tenancy rather than a secure tenancy. The associated formal complaint.
The complaint is about the landlord’s handling of the resident’s reports of faulty internal doors in his property.
The complaint is about the landlord’s handling of the resident’s reports of a leak from the roof.
This complaint is about: The landlord’s decision not to carry out previously agreed repairs to paintwork in the block’s communal areas on cost grounds; The landlord’s complaint handling.
The resident’s complaint is about the landlord’s decision not to install a hand basin in the bathroom of the property.
The complaint is about the landlord’s response to the resident’s reports of inadequate cleaning to the communal parts of the building.
| 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 |