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 202334879 Decision type Investigation Landlord London Borough of Hammersmith and Fulham Landlord type Local Authority / ALMO or TMO Occupancy Leaseholder Date 19 December 2025 Background The resident has complained that the […]
Decision Case ID 202412013 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Assured Tenancy Date 27 November 2025 Background The resident lives with her adult daughter. The landlord’s records […]
Decision Case ID 202326788 Decision type Investigation Landlord London Borough of Newham Landlord type Local Authority / ALMO or TMO Occupancy Shared Ownership Date 21 November 2025 Background The resident is a leaseholder of […]
Decision Case ID 202432413 Decision type Investigation Landlord London Borough of Tower Hamlets Landlord type Local Authority Occupancy Assured Tenancy Date 21 November 2025 Background The landlord became aware that aluminium composite material (ACM) cladding […]
Decision Case ID 202334372 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Shared Ownership Date 13 November 2025 Background The resident owns a 30% share in the property […]
Decision Case ID 202331254 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Leaseholder Date 07 November 2025 Background The resident moved into the property, a 2-bedroom first-floor flat, […]
Decision Case ID 202445140 Decision type Investigation Landlord London Borough of Newham Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 31 October 2025 Background The resident lives in the property, a […]
Decision Case ID 202334980 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Assured Tenancy Date 29 October 2025 Background The resident lives in a 2-bedroom flat on the […]
Decision Case ID 202427695 Decision type Investigation Landlord London Borough of Tower Hamlets Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 23 October 2025 Background The resident lives in a […]
Decision Case ID 202341595 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Assured Tenancy Date 16 October 2025 Background The resident lives in a first floor flat in […]
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Request to be permanently rehoused. Move to temporary rehousing while it conducted repair work.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance and her concerns about the information provided about the noise level before purchasing the property. The landlord’s handling of the complaint has also been considered.
The resident’s complaint is about the landlord’s handling of her reports of noise. We have also considered the landlord’s handling of the associated complaint.
The landlord’s response to the resident’s concerns that he should have access to electricity from the building’s solar panels. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of noise transference from an upstairs neighbour. We have also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s request that it repaint the property’s hallway following a roof leak.
The complaint is about the landlord’s handling of: Window repairs. The associated complaint.
The resident’s complaint is about the landlord’s handling of an unsecure communal gate and its request to remove the resident’s fence.
The landlord’s handling of reports of a: Leaking pipe in the kitchen and subsequent remedial works. Damp and mould due to the leaking pipe. Complaints handling
The complaint is about the landlord’s response to the resident’s concerns about the location of gas supply pipes and fire safety.
The complaint is about the landlord’s response to the resident’s request for a reasonable adjustment for home visits.
The resident’s complaint is about the landlord’s handling of: Reports of a leak. The associated complaint.
This complaint is about: The landlord’s response to the resident’s request for central heating pipes to be boxed in. The associated complaint handling.
The resident’s complaint is about the landlord’s handling of leaks into the property, and the subsequent damage caused. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord's handling of the resident’s:
The complaint is about the landlord’s handling of the resident’s concerns about: Staff conduct, communication, policies, culture and services, management of her tenancy agreement, and her vulnerabilities. Complaint handling.
This investigation considers the landlord’s response to the reports of leaks, damp and mould, in the resident’s home.
The complaint is about the landlord’s handling of the resident’s concerns about communal heating charges.
The complaint is about the landlord’s handling of the resident’s requests for repairs to the front door entry system.
The complaint is about the landlord’s response to the resident’s report that a contractor damaged her belongings and her request for compensation.
The complaint is about the landlord’s handling of the resident’s reports about the lights in the property.
The complaint is about the landlord’s handling of: Repairs to the door entry system. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports about the repair of her front door, renewal of a gas cooker hose and installing double radiators.
The resident’s complaint is about the landlord’s: Response to the grass not being cut when it should have been. Failure to cut back ivy that was affecting his dog's health. Handling of several of the resident’s complaints.
This complaint is about: The landlord’s handling of the resident’s concerns about the lift outages in his block. The level of service charges relating to the lifts and the resident’s liability to pay them.
The complaint is about the landlord’s handling of parking allocation at the development.
The complaint is about the landlord’s response to the resident’s request to move to a different borough.
The complaint is about the landlord’s handling of reports of noise nuisance from the upstairs neighbour. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about: Boiler repair works in the neighbouring property. The installation of lino flooring in the neighbouring property. Conduct by the contractors.
The complaint is about: The landlord’s handling of the resident’s reports of water running from the cistern into the toilet bowl, including his reports that repairs were not initially carried out. The landlord’s response to the resident’s concerns about the advice he was given by the landlord.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damaged flooring, damp, and mould in the property. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s requests for it to: replace the front and back doors. upgrade the heating system.
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 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.
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 response to the resident’s reports of antisocial behaviour (ASB).
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 the removal of asbestos floor tiles from the resident’s flat.
The complaint is about: the level of service charges. the landlord’s management of the resident’s rent account.
| 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 |