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 water leak at his property. The resident's temporary decant. The resident’s complaint, including his claim for compensation.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) by her neighbours and their dog.
The complaint is about the landlord’s handling of repairs to the resident’s window, roof, brickwork, and balcony.
The complaint is about the landlord’s response to the resident’s reports about drainage issues and damage caused to her property.
The complaint concerns how the landlord handled the resident’s request for compensation following missed contractor appointments.
The complaint is about the landlord’s response to the resident’s concerns about noise from a vacant flat above her, including staff behaviour related to this.
The complaint is about the landlord’s response to the resident’s report that her fence had collapsed.
REPORT COMPLAINT 202114761 Hackney Council 30 November 2022 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 is set […]
The complaint is about: The landlord's handling of repairs to resident's roof. The landlord handling of repairs to the resident’s fencing.
The complaint is about the way the landlord dealt with plastering works and other repairs to the resident’s home.
The complaint is about the landlord’s response to various repairs raised by the resident.
The complaint is about the landlord’s: Response to queries about the resident’s service charge account and its decision to initiate legal action against her for unpaid charges. Communication in respect of a query she made regarding extending her lease and responsibility for the replacement of the front door at the …
The complaint is about the landlord’s handling of the resident’s reports concerning antisocial behaviour (ASB).
The complaint is about the landlord’s handling of a leak at the resident’s home, and its response to his request for compensation for damaged personal items.
The complaint is about the landlord’s handling of: Ensuring energy efficiency at the property, including rendering works, loft insulation works and the energy efficiency banding. Fence repair works. The complaint is also about the landlord’s complaints handling.
The complaint is about the landlord’s handling of the leaseholder’s request to be allocated a shed based on their understanding of the leasehold agreement.
The complaint is about the landlord’s handling of repairs to the resident’s boundary wall.
The complaint is about the landlord’s response to the resident’s concerns regarding: the boundary between his and his neighbour’s gardens; antisocial behaviour (ASB) from his neighbour.
The complaint is about the landlord’s response to the resident’s request for a kitchen replacement.
The resident’s complaint is about the landlord’s handling of repairs following her reports of concerns about structural and related issues at the property.
This complaint is about the landlord’s handling of: the resident’s reports of a leak from his roof; the resident’s reports of leaks from his bathroom; works to the resident’s fences and gate; the resident’s request for assistance with the removal of an asbestos shed roof; the resident’s concerns about mould …
The complaint is about the landlord’s handling of the replacement of the resident’s back door.
REPORT COMPLAINT 202123777 Greenwich Council 6 October 2022 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 […]
The complaint is about the landlords handling of: Repairs to the rear-door and kitchen window. Repairs to the front door. The associated complaint.
REPORT COMPLAINT 202005710 Chesterfield Borough Council 29 September 2022 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 is […]
The complaint is about the landlord’s response to the resident’s concerns about noise and carbon monoxide (CO) levels as well as an increase in temperature in the property from a temporary boiler that was positioned outside.
The complaint is about: The landlord’s response to the resident’s request to repair or replace the guttering at the property. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: Repairs needed to the extractor fan and ceiling in the resident’s bathroom. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s flooring following a flood. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp in his living room.
The complaint is about the landlord’s: response to the resident’s reports that the property did not meet the landlord’s lettable standard when he moved in; complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of the loss of his heating and hot water.
The complaint is about the landlord’s response to the resident’s reports of defective guttering causing a leak into her property.
This complaint is about the landlord’s handling of: void property repairs to plasterwork, pipework and flooring that the resident reported at the beginning of her tenancy; the related complaint.
The complaint is about the landlord’s response to the resident’s concerns about being recharged for damaged internal doors and clearance at the end of her tenancy.
The complaint is about the landlord’s response to the resident’s reports about: taps not being fitted correctly. roof and gutter leaks and holes related to a rat infestation. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: reports of various repairs in the property. reports about a boundary dispute with a neighbour.
The complaint is about the standard and quality of work carried out at the property, including to the bathroom and kitchen.
The complaint is about the landlord’s handling of repairs following a fire at the property below the resident. Specifically, the complaint relates to: The landlord’s handling of works to the resident’s floorboards. The landlord’s handling of repairs to the ceiling of the property below. The landlord’s handling of works to …
The complaint is about the landlord's response to the resident's reports of repairs to the communal guttering.
The complaint is about the landlord’s response to the resident’s reports of damage to his kitchen units during pest-proofing works.
The complaint is about the landlord’s handling of adaptations to the property.
The complaint is about: The landlord’s handling of repairs to the resident’s windows. The landlord’s decision to issue the resident with a Notice Seeking Possession (NOSP) following a visit to his property by a contractor, on 5 February 2021.
The complaint is about the landlord’s response to the resident’s reports of a leak. The Ombudsman has also identified that the landlord’s complaints handling requires investigation.
The complaint concerns the landlord’s contractor renewing a section of the property’s concrete path in error.
The complaint is about the landlord’s response to the resident’s reports about damp and mould in the property.
The complaint is about landlord’s handling of the resident’s request to relocate a mains stopcock from outside of the property to the inside of the property. The complaint is about landlord’s handling of the complaint.
The complaint is about the landlord’s response to the resident’s queries regarding the service charge and standard of services provided.
The complaint concerns: the landlord's response to the resident’s reports of an issue with the upstairs neighbour’s floorboards and associated noise nuisance.
The complaint is about: The landlord’s response to the resident’s reports about a leak in the property. The landlord’s complaints 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 |