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 202505716 Decision type Investigation Landlord East Midlands Housing Group Limited Landlord type Housing Association Occupancy Secure Tenancy Date 21 October 2025 Background The resident lives alone in a ground floor flat. […]
Decision Case ID 202341258 Decision type Investigation Landlord The Community Housing Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 20 October 2025 Background The resident has an assured tenancy and the property is […]
Decision Case ID 202502875 Decision type Investigation Landlord Thirteen Housing Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 20 October 2025 Background The resident began her tenancy on 5 December 2024. She […]
Decision Case ID 202428480 Decision type Investigation Landlord Home Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 16 October 2025 Background The resident has lived with her daughter in a 2 bedroom […]
The complaint is about the landlord’s handling of the resident’s: Request for rehousing. Reports of antisocial behaviour (ASB). We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of a drainage issue at the property. Repairs to the roof.
The complaint is about the landlord’s response to the resident’s service charge enquiries. We have also assessed the landlord’s complaint handling.
The complaint is about landlord’s response to the resident’s: Concerns about a contact arrangement for repairs. Requests and queries about who attends repair appointments.
The complaint is about the landlord’s handling of the resident’s queries about changes to an internal bicycle store. We have also investigated the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s reports of issues with its concierge service.
The complaint is about the landlord's decision to report property damage to the police.
The complaint is about the landlord’s handling of: Antisocial behaviour (ASB). A request for a higher housing priority.
This complaint is about how the landlord handled a leak into the resident’s property.
The complaint is about the landlord’s response to the resident’s concerns about the conduct of its contractor’s operative.
The complaint is about the landlord’s response to the resident’s concerns regarding the standard of cleaning in the communal areas and associated window damage.
The complaint is about the landlord’s handling of the resident’s enquiries about her service charges.
The complaint is about the landlord’s handling of: The resident’s requests for the kitchen, bathroom, and roof to be replaced. The resident’s reports of damp and mould, and the associated repairs.
The complaint is about the landlord’s handling of: A pet application. Antisocial behaviour (‘ASB’) allegations against the resident and warnings it issued. A safeguarding referral to social services. Concerns regarding the resident’s former housing officer. Requests to be moved to an alternative property.
The resident’s complaint is about the installation of fire safety measures, and the landlord’s communication with the resident around fire safety concerns. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s management of: the resident’s concerns about her high water usage. the resident’s requests that the landlord repair decorative damage from a leak.
The complaint is about the landlord’s response to the resident’s concerns about the fire doors in communal areas of his building being left open at night.
The complaint is about the landlord’s: Handling of the resident’s concerns about her rent. Handling of reports of asbestos.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB), noise disturbance and drug use. Request for a management transfer.
The complaint is about the landlord’s handling of: the resident’s request to be rehoused. the associated complaint.
REPORT COMPLAINT 202449164 Citizen Housing 1 August 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 complaint is about the landlord’s handling of: The resident’s concerns over staff behaviour. The resident’s allegations of theft by the landlord. The resident’s anti-social behaviour (ASB) reports. Heating repairs requested by the resident.
The complaint is about the landlord’s handling of the resident’s reports about: A leak following disrepair works at the property. Staff conduct.
The complaint is about the landlord’s handling of the resident’s request to amend his tenancy.
The complaint is about the landlord’s handling of the resident’s reports of issues with her neighbour.
The complaint is about the landlord’s handling of the resident’s concerns about garden maintenance.
The complaint is about the landlord’s handling of the resident’s: Reports of Antisocial Behaviour (ASB). Requests for a management transfer based on his medical needs. Associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of drainage and plumbing issues at the property. The associated complaint and the resident’s request for compensation.
The complaint is about the landlord’s handling of: The resident’s rent account. The resident’s garage rental charges.
The complaint is about the landlord’s: Offer of compensation for its handling of the resident’s reports of repair issues throughout the property. Handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s request for a different contractor to attend.
REPORT COMPLAINT 202309278 Aster Group Limited 19 June 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 complaint is about the landlord’s handling of: The resident’s concerns about a telephone call she received on 22 February 2023. The resident’s report that the landlord breached General Data Protection Regulations (GDPR).
The complaint is about the landlord’s handling of: The resident’s request for a driveway repair. The associated complaint.
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 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 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 reports of antisocial behaviour (ASB). The resident’s claim that the landlord retracted a managed move.
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 response to the resident’s: Rent account queries Reports of damp and mould
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 handling of the resident’s request for trees to be cut back.
| 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 |