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.
Decision Case ID 202336412 Decision type Investigation Landlord Thurrock Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 7 November 2025 Background The resident has a joint tenancy with his […]
Decision Case ID 202409589 Decision type Investigation Landlord Newcastle City Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 31 October 2025 Background The resident lives in a 2-bedroom terraced […]
Decision Case ID 202426544 Decision type Choose an item. Landlord Portsmouth City Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 15 October 2025 Background What the complaint is about Our […]
Decision Case ID 202328109 Decision type Investigation Landlord Southwark Council Landlord type Local Authority / ALMO or TMO Occupancy Leaseholder Date 16 October 2025 Background The resident is a leaseholder of a flat within […]
The complaint is about: The information the landlord provided about the resident’s tenancy. The suitability of the property the landlord offered to the resident.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of: No heating and hot water. Leaks.
This complaint is about: The level of the resident’s service charges. The landlord’s responses to the resident’s service charge queries.
The complaint is about the landlord’s handling of: The purchase of the resident’s former property, home move, and associated communications throughout the process. The condition of the resident’s new property.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour. The resident’s requests for CCTV footage.
The complaint is about the landlord’s handling of the resident's report of a damaged garden fence.
The complaint is about the landlord’s response to the resident’s concerns about service charges for major works.
The complaint is about the landlord’s: Handling of repairs reported by the resident. Handling of the resident’s request to be moved during planned major works. Refusal of the resident’s housing transfer application. We have also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s request that it repaint the property’s hallway following a roof leak.
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 concerns about: its investigation into her complaint about staff conduct . its Chief Executive response to her emails.
The complaint is about the landlord’s handling of: The resident’s request to have a driveway installed at his property. The resident’s complaint about the conduct of a member of the landlord's staff.
The complaint is about the landlord’s decision to recharge the resident for the cost of a lock change, to clean and clear his property, and the required method of payment.
The complaint is about the landlord’s response to the resident’s request for a service charge repayment plan.
The complaint is about the landlord’s: Handling of repairs throughout the resident’s property. Response to the resident’s reports about his mental health.
The complaint is about the landlord’s handling of the resident’s reports about the condition of the property, including concerns about asbestos.
The complaint is about the landlord’s response to the resident’s concerns about: Anti social behaviour (ASB). Staff conduct.
The complaint is about the landlord’s response to the resident’s report that a contractor damaged her belongings and her request for compensation.
The complaint is about the landlord’s response to the resident’s reports of issues with the boiler and a lack of heating and hot water.
The complaint is about the resident’s request to the landlord to fit more storage cupboards and cover exposed gas pipes in the property’s kitchen.
The complaint is about the landlord’s decision to request the resident to remove a conservatory.
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould and a request for preventative external work. Reports of draughty windows.
The complaint is about the landlord’s handling of anti social behaviour (ASB).
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 reports of outstanding repairs at the property. The resident’s concerns about the delay in moving to a new property.
The complaint is about the landlord not giving the resident prior notice before the placement of scaffolding around the property The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s request to park within the property boundary and his request for a management move.
The complaint is about the landlord’s response to the resident’s report of a gas leak in the property.
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 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 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 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 handling of reports of noise nuisance.
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 response to the resident’s request for a fence.
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 choice-based letting portal. The resident’s tenancy start date. Staff conduct.
The complaint is about the landlord’s: Response to the resident’s reports of a leak. Handling of the formal complaint.
The complaint is about the landlord’s handling of the resident’s query about the size of his property in 2023.
REPORT COMPLAINT 202314858 Lambeth Council 29 April 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This […]
The resident’s complaint is about the landlord’s handling of her report of Anti Social Behaviour (ASB).
The complaint is about the landlord’s handling of flooring repairs.
The complaint is about the landlord's handling of: The delays in its out of hours telephone number being answered. The associated complaint.
| 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 |