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 resident’s complaint is about the landlord’s handling of reported repairs including reports of damp, and issues with the front door. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Report of damp and mould in the property. Request for alternative accommodation due to suitability concerns about the property.
The complaint concerns the landlord’s handling of major works and its provision of information regarding the service charge accounts.
The complaint is about: The landlord’s handling of an antisocial behaviour (ASB) allegation against the resident. The landlord’s complaint handling.
The complaint is about the landlord’s decision not to award a home loss payment.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
The complaint is about the landlord’s handling of the resident’s reports of disrepair to her kitchen, and her subsequent request for a kitchen replacement.
The complaint is about the landlord’s response to the resident’s concerns about: the level of service charge for ground maintenance; the standards of ground maintenance.
The landlords handling of:
The complaint is about the landlord’s: response to the resident’s reports of defects at her property, and complaint handling.
The complaint is about the landlord’s decision not to renew the resident’s garden fence.
The complaint is about the landlord’s handling of reports from the resident of anti-social behaviour.
The complaint is about the landlord’s response to the residents reports of body lice being brought into the close by the Estates Officer.
The complaint is about the landlord’s decision not to replace a hedge at the back of the resident’s property with a boundary fence.
This complaint is about the landlord’s handling of: the resident’s request for compensation following the flooding of her property, and. related repairs to the resident’s property. 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 antisocial behaviour (ASB). The landlord’s decision to issue the resident a tenancy warning.
The complaint is about the landlord’s response to concerns about the standard of workmanship following repairs to the bathroom.
The complaint concerns: The landlord’s decision not to compensate the resident for plastering work she carried out in the property. The associated formal complaint.
The complaint is about the landlord’s: Decision to remove bollards installed by the resident and her husband at the end of her driveway. Communication with the resident and her husband in dealing with this matter.
The complaint is about the landlord’s handling of: Reports of leaks into the resident’s property. The associated complaint.
This complaint is about: The condition of the property when it was let to the resident. The landlord’s response to concerns about a neighbouring resident having access to CCTV equipment. The landlord’s communication and complaint handling.
The complaint is about:
The complaint is about the landlord’s response to the resident’s queries regarding: Her request for it to provide a double oven in the property. The landlord installing some kitchen units which did not match the existing units. The length of time taken for the landlord to paint the kitchen wall. …
The complaint is about the landlord’s decision not to escalate the resident’s complaint to stage two of its complaints process.
The complaint relates to the landlord’s: Response to the resident’s enquiries and concerns about charges. Response to the resident’s concerns about staff conduct. Handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: housing application; concerns about discrimination and less favourable treatment in applying its voids policy; request for reasonable adjustments to the voids policy; and the associated complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of discrimination. Communication about an issue with the energy meter. Handling of the complaint.
The complaint is about the landlord’s response to the resident’s: Reports of a broken shower. Reports of damp and mould.
The complaint is about: the landlord's response to the resident’s request for it to remove the asbestos from his meter cupboard. the landlord’s response to the resident’s request for it to install an electric isolation switch in his property.
The complaint concerns: The landlord’s decision not to replace the bathroom and the kitchen in the resident’s property. The associated formal complaint into this matter.
The complaint is about: The landlord’s handling of the resident’s reports of a faulty intercom system and concerns about the procedure for visitor’s access to his property The landlord's complaint handling
The complaint is about the landlord’s handling of the resident’s request for the landlord to financially support the installation of a driveway.
The complaint is about the landlord’s handling of several outstanding repairs to the property, including leaks from the bathroom and kitchen.
The complaint concerns the landlord’s response to the resident about: The cleaning of the communal areas. The rent and service charges increase.
The complaint is about: The resident’s allegation that the landlord breached General Data Protection Regulations (GDPR). The landlord’s response to the resident’s complaint about the conduct of its staff member.
The complaint is about the landlord’s handling of the resident’s: application for housing; concerns that he had been discriminated against during the housing application process.
The complaint is about the landlord’s handling of: The resident’s reports about a neighbour’s cat entering her home and garden. The resident’s reports about a neighbour’s garden overgrowing onto her walkway.
The complaint is about the landlord’s handling of, and response to, the resident’s application for a mutual exchange.
The complaint is about the landlord’s handling of the resident’s reports of fly-tipping.
The complaint concerns how the landlord handled the resident’s reports of damp and mould at the property.
The complaint is about the landlord's handling of: the resident’s request to be rehomed due to overcrowding and medical needs; and the landlord’s offers of accommodation in December 2021.
The complaint is about the landlord's handling of the resident's concerns about the neighbour’s use of the parking spaces outside their property.
The complaint is about the landlord’s response to the resident’s request for it to replace her heating system. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the way the landlord handled the resident’s reports of drug- and tobacco-related antisocial behaviour and harassment.
The complaint is about: The landlord’s response to the resident’s concerns about the condition of the property; The landlord’s response to the resident’s request for reasonable adjustments due to his medical conditions; The landlord’s handling of the resident’s rent arrears; and The landlord’s decision to rescind the property offer.
The complaint is about the landlord's response to the resident's reports about the CCTV his neighbour installed in the communal area.
The complaint is about: The landlord’s handling of repairs for water ingress at the resident's property. The landlord’s response to the resident’s concerns about the responsibility for the waste pipe that services the property. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s communication with the leaseholder about its insurance cover. The landlord’s response to the leaseholder’s request that he be reimbursed by the landlord for loss of rental income and the cost of re-installation of the property’s electrical supply.
The complaint is about the landlord: Failing to advise the resident that he was signing a tenancy agreement. Failing to inform the resident of anti-social behaviour at the property.
| 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 |