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 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 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 concerns about service charges for major works.
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 the resident’s requests for a second succession of the tenancy. The landlord’s handling of the resident’s reports that the garden was for his sole use. The landlord’s complaint handling has also been considered.
The complaint is about the landlord's response to the resident’s concerns about: The suitability and qualifications of its contractors. Its handling of the associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of a water leak from the property’s loft. Handling of repairs to the property’s windows. Response to the resident’s reports of damp and mould in the property. Complaint handling.
The complaint is about the landlord’s response to: the resident’s reports of repairs in the property. the resident’s request for adaptations to be made to the property.
This complaint is about the landlord’s handling of the resident’s report of water coming up from the toilet and the bath. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of disrepair reported by the resident. The landlord’s handing of a request to move property following the collapse of the resident’s ceiling and subsequent repairs, and her banding on the housing allocations system. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour, and; response to reports regarding staff conduct.
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 decision to refuse the resident’s request for his daughter to be added to the tenancy agreement.
The complaint is about the landlord’s response to the resident’s concerns about bedbugs in the property.
The complaint is about the landlord’s handling of the resident’s request to be transferred. The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour in the property. The Ombudsman has also considered the landlord’s complaint handling.
The resident’s complaint is about the landlord’s response to her reports of anti-social behaviour (“ASB”) by her neighbour.
The resident complains about the landlord’s handling of his reports about the conduct of a member of staff.
The complaint is regarding the landlord’s decision to remove a fence erected by the resident.
The complaint concerns how the landlord handled: A water leak into the property reported by the resident in April 2019. A water leak into the property reported by the resident in August 2020. The formal complaint into these matters.
The complaint concerns the landlord’s response to the resident’s reports of noise emanating from the water tanks in their building.
The complaint concerns the landlord’s: Handling of repairs following a leak from a radiator. Decision not to replace the living room flooring damaged by the leak. Insurance provider declining the resident’s request for compensation for damage to her possessions caused by the leak.
The complaint is about the landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB).
The complaint concerns the landlord’s handling of repairs to the resident’s stairs.
The complaint concerns the landlord’s handling of the resident’s report of a water leak in his property.
The complaint is about: The landlord’s handling of repairs to the resident’s kitchen. Complaint handling.
REPORT COMPLAINT 202009109 Southwark Council 29 April 2021 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 is […]
The complaint concerns: The landlord’s response to reports of a water leak into the resident’s property. The landlord’s refusal to provide the resident with detailed information concerning the source of the leak and what repairs it undertook to resolve the issue. The landlord’s decision to only consider events 12 months …
The complaint refers to the landlord’s handling of: The outstanding major works to the resident’s kitchen. The replacement of the resident’s carpets following a water leak. The resident’s concerns related to the condition of the property. The resident’s request for a rent and service charge refund for the period when …
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour.
The complaint is about the landlord’s response to concerns raised by the resident about major works, in particular: The amount of service charge. The length of time taken to complete the works. The quality of the decorating work. Complaint handling.
The complaint is about how the landlord: Responded to reports of anti social behaviour (ASB) Handled an emergency rehousing request
| 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 |