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 domestic abuse and her request for an urgent management transfer to flee the abuse. This investigation also considered the landlord’s handling of the resident’s complaint. This investigation also considered the landlord’s record keeping.
The complaint is about the landlord's handling of the resident’s reports of cracks appearing in the walls of the property. This investigation has also considered the landlord’s complaint handling.
The complaint is regarding the landlord’s handling of: Repair issues in the property including a leak, hole in a bedroom wall and damp and mould. A request for a rent rebate following an alleged overpayment. This investigation has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s response to reports of a broken lift. As part of this investigation, this Service has decided to investigate the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the residents reports of ASB (anti social behaviour). The landlord’s handling of the residents complaint. This investigation has also considered the landlords record keeping.
This complaint is about the landlord’s handling of the resident’s reports of defective guttering and related damp at the property. This investigation has also considered the landlord’s handling of the associated complaints.
The complaint is regarding the landlord’s handling of: The resident’s reports of leaks into his property and resultant damage. A decant application. This investigation has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports about requiring repair works at the property. As part of this investigation, the Ombudsman has also considered the landlord’s complaint handling. As part of this investigation, the Ombudsman has also considered the landlord’s recordkeeping.
The complaint is about the landlord's handling of reports of a leak affecting the property. The Ombudsman has decided to consider the landlord's complaint handling as part of this investigation.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). This investigation also considers the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of damp and mould at the property. The resident also complained about the landlord’s decision not to increase her medical priority banding following a medical assessment. The Ombudsman has also considered the landlord’s complaint handling as part of this …
The complaint is about the landlords handling of the residents reports of noise nuisance. This investigation has also considered the landlords complaint management.
The complaint is about the landlord’s response to the resident’s request for: A window to be installed in her property. A fence to be installed outside her property. The Ombudsman has also considered the landlord’s complaint handling as part of this investigation.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour from a neighbour. The Ombudsman has also considered the landlord’s handling of the resident’s formal complaint as part of this investigation.
This complaint is about the landlord’s handling of repairs to a communal front door. This investigation has also considered the landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of the repairs to the resident’s property. The landlord’s handling of the temporary decant including restricted access to the resident’s belongings in storage. The landlord’s handling of the resident’s complaint and level of compensation offered. This investigation also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of requests for repairs to windows in the property, as well as the landlord’s response to requests for replacement of the kitchen and bathroom. The Ombudsman has decided to consider the landlord’s handling of the complaint as part of this investigation.
The complaint is about the landlord’s handling of reported issues with the resident’s garden. The Ombudsman has also considered the landlord’s complaint handling as part of this investigation.
The complaint is about the landlord’s handling of the resident’s concerns regarding service charges applied to her account. The Ombudsman has also considered the associated complaint handling as part of this investigation.
The complaint is about: the landlord’s handling the resident’s reports of leaks, damp and mould at the property; the landlord’s response to the resident’s reports of damage to her belongings and flooring because of the leak, damp, mould and associated repairs. This investigation also considers the landlord’s complaint handling.
The complaint is about the landlord’s: handling of requests for repairs to the porch; handling of requests for repairs to the garden path, and; response to requests it make reasonable adjustments when arranging repairs appointments. The Ombudsman has decided to consider the landlord's complaint handling as part of this investigation.
The complaint is about: The landlord’s response to the resident’s request for information about fire safety and cladding on the block he owned a shared-ownership property in, to enable him to complete the sale of the property; The landlord’s response to the resident’s request that it buy-back his shared ownership …
The complaint is about: The landlord’s handling of leaks into the resident’s property from the flat above. The landlord’s handling of the resident’s reports of faults with the kitchen sink and space for the cooker. This service has also considered complaint handling in this investigation.
The complaint is about the landlord’s response to the resident's reports of: Damp and mould. A leak in the bathroom ceiling. This investigation will also look at the landlord’s complaint handling.
The complaint is regarding the landlord’s response to concerns the resident raised about the temperature within his property. This investigation has also considered the landlord’s handling of the resident’s complaint.
This complaint is about how the landlord handled the resident’s reports of water ingress, damp, damage to the front and back doors of the property, and electrical issues. This investigation has also considered the landlord’s complaint handling.
This complaint is about the way the landlord handled the resident’s reports of a leaking hot water cylinder. This investigation has also considered the landlord’s record keeping.
This complaint is about the landlord’s handling of the resident’s reports of noise nuisance from his neighbour’s property. This investigation has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports that their boiler and heating were not working properly. The investigation has also considered the landlord’s handling of the resident’s complaints.
The complaint is regarding the landlord’s: Handling of the resident’s reports of a leak in the property. Response to the resident’s reports of mould in the property. This investigation has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s: Handling of the resident’s reports about the condition of her garden; Response to reports of outstanding repairs to the drainage at the property. This investigation has also considered the landlord’s: Communication; Record keeping and complaint 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 |