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: Reports of incorrectly sized communal bins. Reports of poor standard of cleanliness and smells in the bin room, chutes, and bins. Reports of pest control issues. The complaint. The landlord operates a 2 stage complaints process. It says it will provide a …
The resident’s complaint is about: The landlord’s handling of her request to stay permanently in her decant property. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Request to reopen a previous complaint.
The complaint is about the landlord’s response to the resident’s request to move to a different borough.
The complaint is about the landlord’s handling of the resident’s concerns about the quality of fence repairs
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and concerns about parking.
The complaint is about the landlord’s handling of the resident’s concerns about: The safeguarding team. Rent arrears.
The complaint is about the landlord’s handling of: water leaks from above and subsequent damage to the resident’s property. damage to the resident’s possessions. the complaint. When Ms N contacted the landlord in April 2024, she said that she wanted to raise the matter as an “official complaint”. While the …
The resident’s complaint is about the landlord’s response to: The resident’s reports of anti-social behaviour (ASB) about her neighbour. The resident’s request for a management move. The resident’s concerns about fire safety.
The complaint is about the landlord’s response to the resident’s: Reports of antisocial behaviour (ASB) by a neighbour. Concerns over staff conduct. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Response to the resident’s compensation claim. Complaint handling.
The complaint is about: The landlord’s response to reports of antisocial behaviour (ASB). The resident’s claim that the landlord retracted a managed move.
The complaint is about the landlord's response to the resident's reports of antisocial behaviour (‘ASB’), and his request to be reimbursed for the impact of ASB on him, including the costs of staying away from the property.
The complaint is about the landlord’s response to the resident’s. Reports of anti-social behaviour (ASB). Request to be moved.
The complaint is about the landlord’s response to: The resident’s reports of subsidence in his property. The resident’s request that it remove a tree that was next to his property.
The complaint is about the landlord’s handling of the resident’s allegations of hate crimes.
The complaint is about the landlord’s handling of reports of noise nuisance from the upstairs neighbour. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about: Boiler repair works in the neighbouring property. The installation of lino flooring in the neighbouring property. Conduct by the contractors.
The complaint is about the landlord’s handling of the resident’s concerns about: Access to the laundry room. The availability of the jet washer. The current and future use of the community centre. A lack of meetings and the refusal of suggestions for using communal areas.
The complaint is about the landlord’s handling of the resident’s reports of issues with his neighbour.
The complaint is about the landlord's handling of: the resident's concerns around the fairness and cost of the service charge relating to personal gas. the resident's request to cancel the service relating to Lifeline. the resident’s concerns about the service charge information given at the start of his tenancy.
The complaint is about the landlord’s communication during the sales process for the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould and the associated works. The landlord’s handling of the resident’s request to move.
The complaint is about the landlord’s handling of: reports of a pest infestation. reports of damp and mould. the complaint. At the time of the resident’s complaint the landlord was operating an interim complaints policy following a cyber-attack. Under this, it aimed to provide stage 1 complaint responses within 20 …
The complaint is about the landlord’s decision not to replace all the subfloor tiling in the property.
The complaint is about: The landlord’s handling of the resident’s reports of water running from the cistern into the toilet bowl, including his reports that repairs were not initially carried out. The landlord’s response to the resident’s concerns about the advice he was given by the landlord.
The complaint is about the landlord’s handling of the resident’s reports of concerns with the heating system in the property.
The complaint is about the landlord’s handling of the resident’s: Reports of a personal injury due to a ruptured post surgery incision, sustained moving to temporary accommodation. Reports of required repairs, damp, and mould. Move to temporary accommodation. Reports of a delay moving to permanent alternative accommodation. Associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of repairs to the lift and associated service charges. Reports of repairs to the intercom system and associated service charges. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s anti-social behaviour (ASB) reports.
The complaint is about the landlord’s handling of the resident’s: Concerns that the service charge was unreasonable. Requests for information about the service charge. Associated complaint.
The complaint is about the landlord’s handling of reports of noise nuisance.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The complaint is about the landlord’s handling of: A defect and replacement of the resident’s bath and bathroom tiles. The complaint. The landlord’s policy says it will acknowledge a complaint at stage 1 and 2 of its process within 5 working day. The resident raised her complaint on 28 June …
The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damaged flooring, damp, and mould in the property. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s requests for it to: replace the front and back doors. upgrade the heating system.
This complaint is about the landlord’s decision to remove personal items from communal areas and its handling of the matter.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The complaint is about the landlord’s handling of the resident’s request that it install a battery to the solar panels at his property.
The complaint is about the landlord’s response to the resident’s request for a fence.
The complaint is about the landlord’s handling of the resident’s report of noise nuisance from the property above.
The complaint is about the landlord’s handling of the resident’s: Reports of staff conduct. Reports of anti-social behaviour (ASB). Associated complaint.
The complaint is about the landlord's handling of a repair to the resident’s paving stones and patio.
The complaint is about the landlord’s goodwill payment offer for the resident’s complaint about being stuck in a lift.
The complaint is about the landlord’s response to the resident’s: Rent account queries Reports of damp and mould
The complaint is about the landlord’s response about the resident’s antisocial behaviour (ASB) reports.
The complaint is about the landlord’s response to the resident’s reports of damage to dining room floor tiles.
The complaint is about the landlord’s response to: The resident’s antisocial behaviour (ASB) reports. The resident’s repairs reports. The resident’s reports about a pest infestation and communal areas. The resident’s request to be rehoused.
The complaint is about the landlord’s response to the resident’s report of damp in his property.
The complaint is about: The landlord’s choice-based letting portal. The resident’s tenancy start date. Staff conduct.
| 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 |