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 resident’s complaint is regarding the landlord’s handling of repair reports relating to: Drainage issues. A broken living room window. A bathroom extractor fan. This investigation has also considered the landlord’s handling of the complaint.
The resident’s complaint is about the landlord’s handling of an investigation into structural concerns about the property. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports of repairs. Response to the resident's concerns about her contact details and her access to her tenancy account online. This investigation also considers the landlord’s complaint handling and record keeping.
This complaint is about how the landlord handled the resident’s: Request for a transfer to another property in the block when it became available. Reports of antisocial behaviour (ASB) by a neighbour. This investigation has also considered the landlord’s handling of the associated complaint.
The complaint is regarding the landlord’s handling of: The resident’s reports of damp and mould. A repair to a fence in the resident’s garden. The resident’s requests for aids and adaptations. The resident’s request for a move to a more suitable property. This investigation has also considered the landlord’s handling …
The complaint is about the landlord’s: Response to the resident’s reports of rodents in the property. Handling of the resident’s concerns about loft insulation. This investigation also considers the landlord’s record keeping and complaint handling.
This complaint is about: The landlord’s response to the resident’s complaints about its handling of roof repairs. The landlord’s complaint handling. Both elements of this investigation involve the landlord’s handling of and response to the resident’s complaint. The investigation considers firstly the reasonableness, thoroughness, and accuracy of the landlord’s responses …
The complaint is about the landlord’s response to the resident’s request that it restore the condition of the garden following an asbestos investigation. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of damp in the property. Decision not to decant the resident and her family during associated investigations. Handling of the associated complaint. This investigation also considers the landlord’s record keeping.
This investigation is about the landlord’s handling of repairs in the resident’s home.
The complaint is about the landlord’s: Handling of the resident’s reports of water penetration to the property and associated damp. Complaint handling. This investigation also considers the landlord’s record keeping.
The complaint is regarding the landlord’s handling of: Repairs at the property following the resident’s reports of leaks and drainage issues. The resident’s concerns regarding staff conduct. This investigation has also considered the landlord’s handling of the complaint.
The complaint is regarding the landlord’s response to the resident’s reports of a leak, the associated repairs and reports of damp and mould. This investigation has also considered the landlord’s handling of the complaint, and the level of compensation offered.
The complaint concerns the landlord’s handling of repairs to the outhouse of the resident’s property. This investigation has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s reports of several repairs. This investigation also considers 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 in the property. Handling of the subsequent temporary decant of the resident. This investigation also considers the landlord’s complaint handling and record keeping.
The complaint is about the landlord's handling of: Repairs to the resident’s boiler, a leak from a pipe, and damage to a ceiling. The resident’s concerns about damage caused to her carpet by the leak. 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 noise nuisance from a neighbour. The Ombudsman has also considered the landlord’s complaint handling as part of this investigation.
The complaint is regarding the landlord’s response to the resident’s repair reports regarding damp and mould. This investigation has also considered the landlord’s handling of the complaint.
The complaint is regarding the landlord’s response to reports of a leak. This investigation has also considered the landlord’s complaint handling.
The complaint is regarding the landlord’s handling of: The resident’s request for a disabled parking bay. The resident’s anti-social behaviour (ASB) reports. This investigation has also considered the landlord’s handling of the complaint.
The complaint is regarding the landlord’s handling of the resident’s transfer application and request to move on medical grounds. This investigation has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of reports of outstanding repairs in the property. The Ombudsman has also considered the landlord’s communication and handling of the resident’s complaint in this investigation.
The complaint is about: The landlords handling of the residents reports of her issues with the heating system and the suitability of the heating solutions offered. The landlords decision not to replace the residents kitchen sink and drainer. The landlord’s handing of reports of a pest infestation in the loft …
The complaint is about: The landlord’s response to the resident’s reports of defects to 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 damp and mould in her property. The resident’s concerns about damage caused to her personal possessions by the damp and mould. The resident’s reports of cracks to an internal wall, and possible subsidence. The Ombudsman has also considered …
The complaint is about: The landlord’s handling of a decant following a fire at the resident’s property, including the resident’s reports that her new property did not meet her disability needs. The landlords handling of the resident’s concerns about items damaged in the fire. The Ombudsman has also considered the …
The complaint is about the landlord’s handling of the sale of the late resident’s property. The Ombudsman has also considered the landlord’s complaint handling as part of this investigation.
This complaint is about how the landlord handled: The resident’s reports of noise nuisance, antisocial behaviour and tenancy breaches from her upstairs neighbour. The resident’s concerns that the path outside her house and a corridor were being used inappropriately by third parties, including a dispute about whether the path and …
The complaint is about: The landlord’s handling of the resident’s reports of repairs. The landlord’s complaint handling which the Ombudsman has also considered as part of this investigation.
The complaint is about the landlord's handling of the resident's reports of an ongoing leak into her property. This service has also considered the landlord’s handling of the resident’s complaint in this investigation.
The complaint is about: The landlord’s handling of repairs to the boiler. The landlord’s response to concerns about the conduct of operatives. This investigation has also considered the landlord’s handling of the associated complaint.
The complaint is about: The landlord's response to the resident’s reports of leaks damp and mould in his property. This investigation also considered the landlords complaint handling. This investigation also considered the landlords record keeping.
The complaint is about the landlord’s response to the resident’s concerns about the window cleaning service. This investigation has also considered the landlord’s handling of the associated formal complaint.
The complaint is about the landlord’s handling of: Reports of an ongoing leak. The resident’s complaint. The investigation also considers the landlord’s: Communication with the resident. 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 |