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 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.
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.
The complaint is about the resident’s concerns about the landlord’s handling of his rent account.
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 complaint is about the landlord’s allocation of a property which the resident did not believe was safe, and its response when she moved out.
REPORT COMPLAINT 202326472 Yorkshire Housing Limited 25 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. […]
The complaint is about the landlord’s responses to the resident’s complaint about: His concerns with the new communal heating system. The quality of the new windows installed during the refurbishment of the building.
The complaint is about the landlord’s handling of the resident’s: Concern that a recording device was installed in his bathroom without his notice. Associated formal complaint and the level of compensation offered.
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 response to the resident’s: Request for compensation for damage to her belongings caused by damp and mould. Associated complaint.
The complaint is about the landlord’s handling of flooring repairs.
The complaint is about the landlord's: Response to the resident’s reports of a leak causing damp and mould at the property. Complaint handling.
The complaint is about the landlord's handling of: The delays in its out of hours telephone number being answered. The associated complaint.
The complaint is about the landlord’s handling of the resident’s request for trees to be cut back.
The complaint is about the landlord’s handling of concerns about the neighbour’s camera doorbell.
The complaint is about the landlord's response to the resident’s reports that the shower was not working when the property was let.
The landlord’s response to the resident’s report of a fire alarm setting off.
The complaint is about the landlord’s handling of the resident’s reports of a radiator not heating properly.
The complaint is about the landlord’s handling of the resident’s queries concerning the accuracy of an Energy Performance Certificate (EPC) assessment carried out to the property.
The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB). the resident’s associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Anti-social behaviour (ASB). Excessive noise transference from the property above.
The complaint is about the landlord’s handling of the resident’s request for compensation for a missed appointment.
The complaint is about the landlord’s handling of: The resident’s reports of a leak and damp and mould. The resident’s reports of antisocial behaviour (ASB). The associated complaint.
The complaint is about the landlord’s response to the resident’s reports of: poor staff conduct anti-social behaviour (ASB)
The complaint is about the landlord’s handling of the resident’s reports of bedbugs in the property.
The complaint is about the landlord’s handling of reports that the resident’s windows had not been cleaned for 2 years.
This complaint is about the landlord’s handling of: The resident’s repair requests relating to the doors, heating system and toilets in the property. The resident’s request for a move on medical grounds. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports that the bins are not being placed in the correct area and the area is not being properly maintained. We have also investigated the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s concerns about the car parking facilities on his estate.
The complaint is about the landlord’s handling of the resident’s reports that the previous landlord had given her consent to install a driveway.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB).
The complaint is about the landlord's response to the resident's request for a refund of costs incurred when moving out of her previous property following anti-social behaviour.
The complaint is about the landlord’s handling of the resident’s request for replacement flooring.
The complaint is about the landlord's handling of the termination of the tenancy, which resulted in rent arrears under the former tenancy. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of: Damp and mould. The resident’s request for further loft insulation. Damaged tiles and skirting board in the toilet. Blown windows. A trip hazard between the lounge and the kitchen. The resident’s request for the landlord to jet wash the external front of …
The complaint is about: The managing agent’s handling of the resident’s initial enquiry about subletting the property. The resident’s report that the council discouraged him from applying for the right to buy the property. The managing agent’s handling of the resident’s request to be compensated for his reports of financial …
The complaint is about the landlord’s handling of the resident’s reports that his carpet had been damaged during his bathroom refurbishment.
The complaint is about the landlord’s handling of: Repairs to the resident’s property. The resident’s rent account. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports about dogs barking at a neighbouring property.
The complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB). The level of caretaking services provided. The associated complaint.
The complaint is about the landlord’s handling of: Reports of damp, mould, water ingress, and its handling of the associated repairs. Boundary changes in the communal garden. Reports of antisocial behaviour.
The complaint is about the landlord’s handling of the resident’s concerns about the garden fence.
The complaint is about the landlord’s handling of the resident’s request to install an electrical vehicle (EV) charging point to the property.
The complaint is about the landlord’s handling of leaks in the property and the subsequent damage caused.
The complaint is about the landlord’s response to the resident’s report of a fire being caused by a contractor.
The complaint is regarding the landlord’s handling of the resident’s: Reports of anti-social behaviour. Reports it disclosed unauthorised information to her healthcare provider. Request for a new tenancy agreement. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord’s handling of the resident’s request for reimbursement of costs relating to relocation, due to the closure of the home.
| 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 |