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 concerns about: the condition of the property at the start of the tenancy. outstanding repairs at the property. pest infestation. staff conduct. antisocial behaviour (ASB). We have also considered the landlord’s complaint handling.
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 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.
The complaint is about the condition of the property at the start of the tenancy and the landlord’s handling of subsequent repairs. The Ombudsman will also investigate the landlord’s handling of the resident’s 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 resident’s reports about the landlord’s handling of; Damp and mould and the subsequent remedial repairs in the property. The claim for damage to the household’s belongings. The management of the tenancy including audits and an alleged breach resulting in allegations of discrimination. The associated complaints.
The complaint is about the landlord's handling of the resident’s: Request to succeed to her mother’s tenancy. Associated complaint.
The complaint is about the landlord’s: Handling of reports of roof leaks, major works, and reports that the property was not fit to let at the start of the tenancy. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s rent account including his late mother’s arrears after the resident succeeded the tenancy. The related complaint.
The landlord’s: Handling of the resident’s report of the property condition from tenancy sign up. Communication around the rent and rent in advance payment prior to tenancy sign up. Visits after the tenancy started. The Ombudsman has also considered the landlord’s: Complaint handling associated with the resident’s request for compensation. …
The complaint is about how the landlord handled the resident’s request to assign her tenancy to her daughter.
The complaint is about how the landlord handled the applicant’s complaint regarding his discretionary tenancy application.
The complaint is about the landlord’s handling of: repairs to the heating, hot water and ventilation systems in the property. the resident’s concerns about the condition of the property at the start of the tenancy. the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of repair and cleanliness issues in the property at the start of the tenancy. Reports of damp and mould. Associated formal complaint.
The resident’s complaint is about: The landlord’s response to concerns about the condition of the resident’s property when his tenancy commenced. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Response to reports of rubbish accumulation in the resident’s garden and associated staff behaviour. Response to the resident’s request for a sole tenancy and associated universal credit (UC) claim. Complaint handling .
The complaint is about the landlord’s decision to accept a notice to quit the joint tenancy and re-grant sole tenancy to the resident’s wife. We have also considered the landlord’s: record keeping. complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Decisions to issue the resident with tenancy warnings. Handling of his associated complaints.
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 concerns the condition of the property at the start of the tenancy. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s concerns about its administration of his tenancy, including his rent account. The level of service provided to the resident by the landlord’s customer service hub. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the ending of the resident’s tenancy.
The complaint is about the landlord’s handling of recharges at the end of the resident’s tenancy. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The landlord’s handling of repairs. The landlord’s response to the resident’s request for adaptations. The landlord’s response to the resident’s request for reasonable adjustments. How the landlord responded to the resident’s concerns about the Tenancy Management Organisation (TMO) and the landlord’s monitoring. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s request to succeed to her mother’s tenancy.
| 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 |