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 repairs, including: leaks into the property from the roof. damp and mould in the property. rotten and damaged windows. The Ombudsman has also considered the landlord’s: complaint handling. record keeping.
The complaint is about the landlord’s handling of various repairs to the property. This Service has also considered the landlord’s knowledge and information management.
The complaint is about the landlord’s handling of damp and mould repairs. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of: repairs to the staircase. repairs to the windows. faulty radiators. repairs to the water mains. repairs to a kitchen extractor fan. The Ombudsman has also taken the decision to consider the landlord’s handling of the resident’s complaint.
REPORT COMPLAINT 202308897 Haringey London Borough Council 23 December 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 […]
The complaint is about the landlord’s handling of the resident’s reports of damp and mould due to disrepair. The landlord’s complaint handling will also be investigated.
The complaint is about the landlord’s handling of the resident’s reports of problems with the cold-water supply. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of reports of damp and mould and the associated repairs. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s reports of various repairs including: damp and mould, a leak in the bathroom, the kitchen ceiling, and repairs to radiators, windows, and doors.
The complaint is about the landlord’s handling of: The resident’s reports of ongoing leaks and water ingress into her property from the flat above. Communication with the resident about the repairs. The resident’s reports of antisocial behaviour (ASB) from the neighbour.
The complaint is about the landlord’s handling of the resident’s request to replace the windows. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of a roof leak, damp and mould.
The complaint is about the landlord’s handling of: Reports of a leak and damp and mould. Concerns about staff conduct. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Repairs to the windows. A leak and subsequent damp and mould and fly infestation.
The complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB) at the property. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of ASB. The associated complaint.
The complaint is about the landlord’s handling of: Damp and mould at the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s kitchen renewal. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint concerns the landlord's handling of the resident’s reports of noise nuisance from the upstairs’ flat. This Service has also considered the landlord’s handling of the related complaint.
The complaint is about the landlord’s handling of the resident’s request to update her household details on her tenancy file. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: reports of boundary issues with her neighbouring property. associated complaint.
The complaint is about the landlord’s handling of leaks to the resident’s wet room.
The complaint is about the landlord handling of: The maintenance of a hedge. The associated complaint.
The complaint is about the landlord's response to the resident’s: Reports of radiators not working in the property. Associated complaint.
The complaint is about the landlord’s response to the resident's concerns about the condition of the windows and the door at her property. The landlord’s complaint handling is also considered.
The complaint is about: The landlord’s handling of disrepair works, including damp and mould. The landlord’s handling of the resident’s complaints.
The complaint is about the landlord’s handling of: The resident’s reports of structural damage to the external bay window support pillars. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of a leak, damp and mould.
The complaint is about the landlord’s handling of: Repairs. The resident’s reports of damp and mould. The resident’s reports of a pest infestation. The resident’s complaint.
The complaint is about the landlord's handling of: Repairs to the communal lift. The resident’s associated complaint.
The complaint is about the landlord’s handling of the resident’s reports about: Damp and mould. Outstanding repairs. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of roofing works.
The complaint is about the landlord’s response to the resident’s requests for the property’s repair records.
REPORT COMPLAINT 202204866 Haringey London Borough Council 18 November 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 […]
The complaint is about the landlord’s handling of the resident’s request to remain in her property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of water ingress and damp mould at the property, and the resident’s associated request for temporary accommodation. The Ombudsman has also considered the landlord’s complaint handling and record keeping.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Handling of the resident’s reports that a contractor damaged her bedroom flooring. This report also considers the landlord’s complaint handling and record keeping.
The complaint is about the landlord’s handling of: A roof leak, damp and mould and asbestos at the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of: The landlord’s response to the resident’s health issues and its handling of her request for adaptations and reasonable adjustments to be made. The landlord’s handling of the resident’s reports of the property condition at the start of the tenancy. The landlord’s complaint …
The complaint is about the landlord’s handling of: The resident’s concerns of subsidence at her property and repairs to a fence, drainpipe and door repair. The associated complaint.
The complaint is about the landlord’s handling of repairs to the resident’s property.
The complaint is about the landlord’s handling of: The resident’s reports of communal issues, including subsidence and repairs to the staircase and the roof. Repairs to the resident’s balcony door. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s: Enquiries about major works. Reports of roof leaks. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Reports of water ingress and the associated repairs. The associated complaint.
REPORT COMPLAINT 202308770 Hammersmith and Fulham Council 31 October 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 […]
The complaint is about the landlord’s handling of the resident’s reports of: drain repairs. sewage back surges in the bathroom. the electrics in the property needing repair. The Ombudsman has also assessed the landlord’s: complaint handling. record keeping.
The complaint is about the landlord’s: Facilitation of a meter reading. Handling of repairs in the property. Management of the resident’s rent account. Complaint handling. The Ombudsman has also investigated the landlord’s consideration of the resident’s vulnerabilities and its associated record keeping.
The complaint is about the landlord’s handling of: The resident’s reports of a broken window. The front door replacement. The resident’s reports of damaged electric sockets. The resident’s reports of a leak, damp and mould. The resident’s concerns about carbon monoxide. The landlord’s handling of the complaint has also been …
The complaint is about the landlord’s response to reports of roof and window repairs. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s reports of: Various repairs. Damp and mould in the property. This Service has also considered the landlord’s handling of the complaint.
| 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 |