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 defects in the property. The landlord’s handling of the resident’s complaint about the condition in which the property had been handed over to her.
The complaint is about the landlord’s: Response to the resident’s reports of two damp patches to the ceiling at the property. Complaint handling. Record keeping.
The resident’s complaint is about the landlord's handling of repairs to a leak in the roof of the property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint about this matter.
The complaint is about the landlord’s handling of: The resident’s reports of several repair issues, including damage to the guttering, flooring, several doors and a stop tap leak. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance. This Service has also made a finding regarding the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s window. The resident’s reports of a pest infestation which caused damage to her property in 2017/18. The resident’s report that her light fitting remains damaged following previous rodent activity. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s requests for disability adaptations to her bath recommended by her occupational therapist (OT). The landlord’s handling of the associated complaint.
This complaint is about the landlord’s handing of concerns raised by the resident since April 2021 about access to his property.
The complaint is about the landlord’s: Handling of the resident’s request to be given prior written notice of any appointments. Handling of the resident’s report that her bathroom was cold. Complaint handling.
The complaint is about the landlord’s handling of the resident’s request for aids and adaptations to the property. The landlord’s complaints handling has also been investigated.
The complaint is about the landlord’s response to the resident’s reports of outstanding repairs to the garden.
The complaint is about the landlord’s handling of the resident’s reports of access issues to her home, and of her subsequent complaint.
The complaint is about the landlord’s: Handling of a repair to the resident’s window lock. Handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s mutual exchange, in particular the information provided about tenancy changes during the mutual exchange process.
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) from her neighbour (Mr A). The landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about the management and maintenance of the car parking area.
This complaint is about the landlord’s handling of the resident’s reports of an inconsistent water supply to her property.
The complaint is about: The landlord’s response to the resident’s reports of a roof leak, including the resident’s reports of damage and the landlord’s handling of repairs. The landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of a roof leak and defective pointing. Complaint handling.
The complaint is about: The landlord’s handling of the replacement of the resident’s kitchen. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of repairs to the property, including the kitchen, bathroom and guttering. The landlord’s complaint handling.
The complaint is about the landlord’s: Response to reports of a defective shared pipe leaking water into the resident’s property. Complaint handling.
This complaint is about the landlord’s handling of the resident’s report of a leak in her bathroom and the related remedial works.
The complaint is about: the landlord’s handling of the resident’s reports of an odour pervading her home, and; 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 request for repairs to the windows.
The complaint is about: The landlord’s handling of repairs to the resident’s bathroom. The associated complaint handling.
The resident complains about the landlord’s handling of a request for compensation in relation to claims for damage caused by damp and mould, and the running costs of ventilation equipment.
The complaint is about the landlord’s: Handling of the resident’s request for CCTV footage, following damage to his vehicle, and his subsequent request for compensation. Complaint handling.
This complaint is about the landlord’s handling of: the resident’s anti-social behaviour (ASB) reports; the related complaint.
This complaint is about the landlord’s response to the resident’s request to install motorised blinds to the outside of the property.
The complaint is about the landlord’s handling of reports of damp in the property, and the length of time taken for remedial work to be completed.
The complaint is about: The landlord’s handling of the repair to the resident’s boiler and subsequent offer of compensation. The landlord’s associated complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports about the condition of the property, including her concerns about pests and repairs. The landlord’s complaint handling.
This complaint is about the landlord’s handling of: the resident’s reports of damp in her living room and kitchen; the related complaint.
The complaint is about the landlords handling of the residents reports of a moth infestation in the property.
The resident’s complaint is about: The landlord’s response to the resident’s reported defects in her property including the landlord’s response to the resident’s reports of damage caused to her property and personal belongings by contractors. The landlord’s response to the resident’s request for pest control measures. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s boiler repairs and its offer of compensation for this.
This complaint is about the landlord’s handling of the resident’s concerns about charges for use of an electrical vehicle charging point.
The complaint is about the landlord’s handling of: The resident’s request for the windows in the property to be renewed. The associated complaint.
The complaint is about: the landlord’s response to the resident’s reports of ASB from January 2020 onwards. the landlord’s response to the resident’s reports of ASB between December 2017 and December 2019. a lack of clarity relating to the property’s boundaries. the Community Trigger review meeting, the decision that was …
The complaint is about the landlord’s: Response to the resident’s reports about the condition of the windows at the property. Complaints handling.
The resident complains about the landlord’s response to her reports of damage caused to her property following a leak, and the level of compensation/redress offered for this.
The complaint is about the landlord’s response to the resident’s reports about: Notification of a rent increase. Anti-Social Behaviour (ASB) from a neighbour. Fire Safety. The landlord’s associated complaints handling has also been investigated.
The complaint is about the landlord’s handling of: Repairs needed to the resident’s window due to damp and mould. Repairs to the lighting within the communal car park. The resident’s concerns regarding a missing communal bin. The associated complaint.
This complaint is about: The landlord’s handling of major works to the windows and the redecoration of the communal areas at the resident’s building. The landlord’s handling of the associated complaint.
This complaint is about the landlord’s handling of the resident’s damaged laminate flooring in her hallway.
The complaint is about the level of compensation offered by the landlord for its response to the resident's reports of mould, damp and condensation from the windows of his former property.
The complaint is about the landlord's handling of the resident’s reports of noise nuisance. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
This 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 repairs to the resident’s floorboards and the level of compensation offered. The Ombudsman has also considered 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 |