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 handling of the resident’s concerns regarding: Gas safety checks at the property. Payment of court fees in relation to an injunction for gas safety checks. The landlord’s mergers from 2016. The amount of rent charged. Queries relating to her tenancy agreement. Repair requests. Her …
The complaint is about the landlord’s handling of: The resident’s reports of the neighbours feeding the birds. Measures to prevent birds sitting on the resident’s roof, causing excrement and damage. Delays in providing a copy of an Environmental Health report.
The complaint is about the landlord’s handling of the resident’s concerns about staff conduct during a telephone call.
The complaint is about the landlord's handling of: Repairs to the door entry system during and after a power cut. Concerns about fire safety and whether the landlord provided a service in return for the fire safety service charge.
The complaint is about the landlord’s handling of the resident’s: Pursuance of monies due to him under a court order. Concerns about a standing order on the rent account.
The complaint is about:
The complaint is about: The landlord’s handling of the resident’s request to move to a new property. The landlord handling of reports about staff conduct.
The complaint is about the landlord’s handling of the resident’s reports of: An unsatisfactory kitchen. Poor drainage in the garden. The lack of a tap in the garden.
The complaint is about the landlord’s handling of the resident’s concerns about the condition of the rear garden.
The complaint is about: The landlord’s handling of reports of toxic fumes in the property. The landlord’s handling of the resident’s request for a property transfer.
The complaint is about the landlord’s handling of the resident’s: Request to be contacted by phone. Anti-social behaviour (ASB) case. Request to install a partition wall. Associated complaint.
The complaint is about the landlord’s handling of repairs. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: the landlord’s handling of the resident’s reports that he was harassed by his neighbour. the landlord’s handling of the resident’s concerns about staff conduct and a lack of safeguarding provision. the landlord’s handling of the resident’s concerns about theft from his room. the landlord’s response to …
The complaint is about the landlord’s handling of: The decant process, including the offer of alternative permanent accommodation and its offer of compensation. The resident’s associated formal complaint.
The complaint is about the landlord’s handling of the resident's reports about grounds maintenance and an associated service charge refund.
The complaint is about: The landlords handling of the defects to the residents property. The landlords handling of the defects to the residents boiler. The handling of the resident’s complaint and the amount of compensation offered.
The complaint is about the landlord’s handling of the resident’s reports of: Shed repairs. Front porch repairs. Tree and grass cutting. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Attempts to carry out a gas safety inspection. Repairs to the property.
The complaint is about the landlord’s refusal to install the resident’s preferred choice of flooring.
The complaint is about: The landlord’s handling of the resident’s reports of various repairs, including a leaking stop tap, damp and mould. The landlord’s response to the resident’s request for the bathroom to be replaced.
This complaint is about the landlord’s: Handling of the resident’s decant following a fire in her home. Response to the resident’s concerns about smoke alarms in her home and communal areas.
The landlord’s handling of the resident’s reports regarding: the garden drainage; replacement of the garden fence; damp and mould in the property; a request for the installation of windows.
The complaint is about the landlord's handling of the resident’s request for adaptations to their property.
The complaint is about the landlord’s response to: The resident’s concerns about winter gritting. The related complaint handling.
The complaint concerns the landlord’s handling of the resident’s reporting of anti-social behaviour (ASB) from her neighbour. This report has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (‘ASB’). The Ombudsman has also considered the landlord’s complaint handling.
The landlord’s response to the resident’s request for soundproofing to be installed in her property.
This complaint is about: The landlord’s handling of the resident’s request to pave the remaining area of her garden. The landlord’s response to the resident’s concerns following the installation of a door mechanism by the local authority.
The complaint is about the landlord’s response to the resident’s reports of a leak.
This complaint is about the landlord’s handling of: The resident’s concerns about her boiler. The associated complaint.
The complaint is about the landlord’s handling of removal of the resident’s vehicle and its contents.
The complaint is about: The landlord’s response to the resident’s concerns of a lack of security lighting. The landlord’s response to the resident’s report of paint damage to the property.
The complaint is about: The information provided by the landlord when the property was offered and whether there was a supply of gas to the property. The landlord’s response to concerns about gas safety and its handling of reports of a gas leak in the building. The landlord’s handling of …
This complaint is about the landlord’s handling of the resident’s: Concerns about CCTV installed on the premises The associated complaint.
The complaint is about the landlord’s handling of and response to: the resident’s reports of antisocial behaviour (ASB). the resident's installation of CCTV cameras. the resident’s management transfer application. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns regarding notice of cyclical works to her building, and related charges.
The complaint is about the landlord’s: handling of reports of noise nuisance. complaint handling.
The complaint is about the landlord’s: Handling of reports of anti-social behaviour (ASB). Response to the resident’s complaint about staff conduct. Handling of the formal complaint.
This complaint is about the landlord’s handling of: Reports of anti-social behaviour (ASB). Reports of damage to the balcony floor.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour. The resident’s request to be rehoused under a management transfer.
The complaint is about the landlord’s handling of the resident’s requests for it to: Maintain the grass in his front garden. Maintain or cut back the trees overhanging his property. Increase the visibility of its staff in the vicinity of his property.
The complaint is about the landlord’s response to replace an internal door. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of noise nuisance from a neighbour’s property. The Ombudsman has also considered the landlord’s complaint handling.
| 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 |