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 flooding at the property. The landlord’s handling of the decant. The landlord’s handling of repairs. The landlord’s handling of the resident’s personal data. The landlord’s response to damage caused to the resident’s possessions by the flooding. The landlord’s handling of the associated …
The complaint is regarding: The landlord’s handling of service charge consultation. The landlord’s response to the resident’s concerns about estate caretaking service charges. The landlord’s handling of the complaint. The level of compensation offered.
The landlord’s handling of the resident’s decant and her request for reimbursement and compensation. The landlord’s handling of the resident’s safety concerns and reports of outstanding repairs on her return to her property. The landlord’s handling of the resident’s complaint and its level of communication with her.
The complaint is about the managing agent’s response to the resident’s reports of: A defective kitchen window. Defective external floodlights. Door closers causing the doors to slam. Roof leaks causing dampness and damage to the resident’s belongings. A defective communal washing machine and the reported damage caused to the resident’s …
The complaint is about: The landlord’s handling of the resident’s reports of a flood, and damage to a communal pipe affecting her property. Complaint handling.
The complaint is about: The landlord’s response to reports of antisocial behaviour (ASB). The landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of rodents in the property. The landlord’s complaints handling.
The complaint is about: The landlord’s handling of antisocial behaviour (ASB). The landlord’s handling of a managed move. The Ombudsman has also considered the landlord’s complaint handling.
The complaint concerns: The landlord’s handling of the resident’s reporting of damp and mould. The landlord’s handling of repairs to the toilet. The landlord’s handling of repairs to the roof. The landlord’s complaints handling. This report has also considered the landlord’s record keeping.
The complaint is about: services the landlord provided to the residents, including independent living equipment, staff support, a smoke alarm system, and garden maintenance, and, the allocation of the residents’ current property. The Ombudsman has also considered the associated complaint handling.
The complaint concerns the landlords handling of the following: Communication with the residents regarding the regeneration work on the estate. Request for rental payments. The subsequent complaint.
The complaint is about: The landlord’s handling of the resident’s reports about not having heating and hot water, and its handling of the resident’s request for a gas boiler. The landlord’s response to the resident’s reports about not having electricity, and the support it provided to enable the installation of …
The complaint is about: The landlord’s handling of repairs. The landlord’s handling of pest control reports. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord's handling of: The resident's reports of rats in her loft. Repairs to the resident's loft and the renewal of the loft insulation. The resident’s complaint.
The complaint concerns the landlord’s: Handling of repairs. Decision to charge the resident for communal wi-fi. Handling of the resident’s concerns about the concierge service. Handling of reports of a vandalised car in the communal car park. Complaints handling. This report has also considered the landlord’s record keeping.
The complaint is about the landlord's handling of: The kitchen replacement works. The resident’s reports of damaged flooring. The resident’s request for a kitchen extension. The associated complaint.
The complaint is regarding the landlord’s; Handling of the resident’s request for an LGBTQ+ staff member as a point of contact. Response to the resident’s reports of noise disturbance. Response to the resident’s request for a management transfer. Handling of the resident’s reports that they were verbally abused. Handling of …
The complaint is regarding the landlord’s: Handling of repair issues, including reports of mould in his kitchen and broken kitchen units. Reponses to the resident’s wife when she made contact on his behalf. The Ombudsman has also considered the landlord’s handling of the complaint.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in her living room. The landlord’s handling of the resident’s request that she be moved to temporary accommodation while the damp issues were resolved. The landlord’s response to the resident’s request for a permanent transfer …
The complaint is about the landlord’s: Handling of the repair to the gable end wall of the property. Response to the report of a bee infestation. Handling of the formal complaint about the above matters.
The complaint is about the landlord’s response to the resident’s. Reports of leaks in her property. Associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about squirrels at his property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The landlord’s handling of required works after completing a damp and mould survey. The landlord’s handling of repairs to the resident’s broken staircase and handrail.
The resident’s complaint is about the landlord’s response to: a leak to the building roof; the associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of: Antisocial behaviour (ASB); Outstanding repairs; Boiler repairs. The landlord’s handling of the resident’s: Management move; Complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of anti social behaviour (ASB). Reports of noise nuisance. Concerns about staff conduct. Request to be moved by the landlord due to the ASB and noise nuisance. Housing application. Associated complaint.
REPORT COMPLAINT 202118413 Bristol City Council 19 December 2023 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 is about: The level of the resident’s rent. The landlord’s handling of the resident’s concerns about the level of his rent. The landlord’s handling of the resident’s request that it buys back his share in the property. An apparent flaw in the shared ownership scheme which the resident …
The complaint is about: The landlord’s response to the resident’s concerns about the type of tenancy issued, lack of welcome visit, and request for rehousing. The landlord’s response to the resident’s concerns about the property condition when let. The landlord’s handling of repairs. The landlord’s handling of a pest infestation …
The complaint is about: The condition of the property at the start of the tenancy. The landlord’s handling of the decant process. The landlord’s handling of ongoing repairs and the conduct of its staff. The landlord’s handling of the resident’s complaint.
The complaint is about: Information provided during the sales process. The landlord's handling of the resident’s reports about repairs. The Ombudsman investigated the landlord's handling of the associated complaint.
This complaint is about: The landlord’s handling of reports about the resident’s alleged antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202115757 Stonewater Limited 18 December 2023 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 set […]
This complaint is about: The level of compensation offered by the landlord following a wide range of repair, cleaning, communication, gardening and maintenance issues in the resident’s home and the communal areas of his block. The resident’s concern that the bathroom in his property was not as advertised when he …
The complaint is about the landlord’s handling of: reports of repairs needed to the roof. reports of damp and mould and lack of insulation. the related complaint. The complaint is also about impact of damp and mould on the resident’s family’s health. The Service has also considered the landlord’s record …
REPORT COMPLAINT 202111325 Islington Council 14 December 2023 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 repairs to the balcony door; handling of reports of a rat infestation; complaint handling
REPORT COMPLAINT 201906790 Poplar Housing And Regeneration Community Association Limited 14 December 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]
The complaint is about the landlord’s handling of: The resident’s reports of leaks in the property. The residents decant and compensation payments. Boiler repairs.
The complaint is about the landlord’s response to the resident’s: Reports about damp and mould. Reports about a pest infestation. Concerns about the conduct of the landlord’s staff. The Ombudsman has also considered the landlord’s complaint handling and record keeping.
The complaint is about the landlord’s: Handling of the resident’s reports about noise nuisance and antisocial behaviour (ASB). Complaint handling.
REPORT COMPLAINT 202217685 Waltham Forest Council 12 December 2023 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 handling of the resident’s: Report about the conduct of an employee. Report that the expected work was not completed. Associated formal complaint and communication.
The complaint is about the landlord’s handling of the resident’s reports about: Bathroom wall cracks, flaking paint and replacement of a rusty radiator. Issues with the kitchen extractor fan. This Service has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of overflowing gutters. Response to the resident’s reports of drains being flooded following the jet washing of a neighbouring building. Response to the resident’s reports of a boiler problem that left her without heating or hot water for four …
The complaint is about the landlord’s handling of the resident’s concerns about: The condition of the property when it was first let. When the rent was first payable from. Repairs at the property. A gas leak.
The complaint is about the landlord’s: handling of the resident’s reports of smoke ingress to her property. response to the resident’s reports of antisocial behaviour (ASB). Complaint handling.
The complaint is about the landlord’s handling of: repairs, including to the roof, the front door, the side door, damp and mould in the kitchen, a kitchen plug socket, the toilet, holes in the concrete hallway floor, a hole in the bottom step, the bedroom radiator, silicone around the bath, …
The complaint is about the landlord’s handling of the resident’s: Application to succeed her late mother's tenancy. Repairs including leaks and mould. Reports of rubbish in and around the property. Formal complaint The Ombudsman has also considered the landlord’s knowledge and information management.
The complaint is about the landlord’s handling of: Repairs to the resident’s kitchen following a leak from the property located above and from the external brickwork and carrying out an asbestos survey. The conduct of the landlord’s surveyor and contractors. The associated complaint.
| 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 |