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 response to the residents reports of a leak in the bathroom and its handling of the associated repairs. How the landlord dealt with repairs to the internal kitchen fire door. The landlord's response to outstanding repairs to the front door. The landlord’s handling of …
The complaint is about the landlord’s: Handling of the resident’s application to succeed to her mother’s tenancy. Complaint handling.
The complaint is about the landlord’s handling of: Damp and mould in the property. Repairs to the bathroom ceiling following a collapse. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Anti-social behaviour (ASB) by his upstairs neighbour. Flooding caused by the upstairs neighbour. Repairs caused by the flood and related damp and mould. The landlord’s complaints handling has also been investigated.
The complaint is about the landlord’s: Response to the resident’s reports of ASB between May 2022 and August 2022. Response to the resident’s reports of noise nuisance from the property above. Complaint handling.
The complaint is about: The landlord’s response to the resident’s reports that she was experiencing noise nuisance and antisocial behaviour (ASB) from her upstairs neighbour. The landlord’s handling of the resident’s transfer request. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to the building following a burglary. The resident’s request for it to provide CCTV footage to the police. 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 toilet leak, and the subsequent damage to the kitchen. The resident's reports of damp and mould and the associated repairs. The resident's complaint and request for compensation.
The complaint is about the landlords’ handling of: repairs to the guttering, and internal remedial works and damage to the resident’s belongings. The Ombudsman has also considered the associated complaint handling.
This complaint is about the landlord’s: Response to the resident’s concerns about the property’s condition on letting. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the repair of leaks from the property above the resident. Handling of the repair of the resident’s bathroom and hallway ceilings damaged by the leaks.
The complaint is about the landlord’s handling of the resident’s: reports of repairs. complaint.
The complaint is about the landlord’s handling of the resident’s: Request to be moved on medical grounds. Reports of antisocial behaviour. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about: the landlord’s handling of the resident’s service charge queries about communal car parking, the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of floods and concerns about drainage. The resident’s concerns about electrical faults. The resident’s complaints.
The complaint is about the landlord’s: Handling of repairs to fix a leaking roof. Complaints handling. Knowledge and information management.
This complaint is about the landlord’s: Response to the resident’s report of a flood; Handling of a related decant; Handling of heating issues in the resident’s temporary accommodation; Handling of the resident’s rehousing requests from October 2021; Response to the resident’s vulnerabilities, health, and welfare concerns; Complaint handling.
The complaint is about the landlord’s handling of the resident’s report of antisocial behaviour (ASB) in October 2021. The Ombudsman has also considered: Record keeping. Complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of damaged windows. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) and noise. The associated complaint.
The landlord’s handling of: Reports of a leak coming from the property above, damp and mould in the property. The associated complaint.
The complaint is about the landlord’s handling of: A roof leak and the associated repair works. The associated complaint.
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 handling of: The resident’s reports of repairs and information the landlord provided from the start of the tenancy. The associated complaint.
The complaint is about: The landlord's handling of proposed actions from multi agency meeting to address reported antisocial behaviour. The landlord’s handling of the resident’s complaint.
This is about how the landlord handled: A repair required to the property soil stack. The resident’s reports about the landlord’s contractor. The resident’s reports about the cleaning contractor. The associated complaint. Record keeping.
The complaint is regarding the landlord’s: Handling of the resident’s reports of a water leak and subsequent repairs. Complaints handling.
The complaint is about: The landlord’s handling of the resident’s reports of a water leak into the property and the maintenance of the roof. 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 Ombudsman has also considered the landlord’s complaints handling. The Ombudsman has also considered the landlord’s knowledge and information management.
This complaint is about the landlord’s: Response to the resident’s reports of a leak; Complaint handling; Record keeping.
The complaint is about the landlord’s disposal of the resident’s garden furniture.
The complaint is about the landlord’s handling of: Repairs to the resident’s bathroom. The associated complaint.
The complaint is about the landlord’s handling of:
This complaint is about the landlord’s handling of reports of poor workmanship relating to balcony repairs.
The complaint is about the landlord’s handling of repairs to the resident’s property, including: damp in the bedroom, loose windows, cracks to the outside of the property, and, mice. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould.
The complaint is about the landlord’s handling of: the resident’s repair to his boiler; and the subsequent complaint.
The complaint is about the level of compensation awarded to the resident for the time taken to repair his boiler. The Ombudsman has also considered complaint handling.
The complaint is about the landlord’s handling of: a request that it provide a service charge refund; the associated complaint.
The complaint is about: The resident’s request for a new bathroom and a new front door. The landlord’s response to the resident’s reports of mould in her bathroom. The Ombudsman will consider the landlord’s complaint handling.
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 a radiator leak. the loss of hot water and heating. the associated complaint, including the amount of compensation offered.
The complaint is about the landlord’s handling of repairs to the resident’s boiler.
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.
The complaint is about the landlord’s handling of the resident’s reports of hot water and heating loss.
The complaint is about the landlord’s response to the resident’s: reports of a broken communal main entrance door, to the building of her property. associated complaint.
The complaint is regarding the landlord’s; Handling of repairs to the resident’s shower panel. Complaints handling.
The complaint concerns the landlord’s handling of the resident’s reporting of anti-social behaviour (ASB). This report has also considered: The landlord’s complaints handling. 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 |