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: Lift repairs. Antisocial behaviour (ASB). A request for the reimbursement of removal costs. Reports of pests. Condensation, damp and mould in the building. Cleaning of communal areas. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of noise nuisance from a communal bin store. Request for a transfer to another property. The associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of cracks in the ceiling. Response to the resident’s transfer request.
The complaint is about the landlord’s handling of: Reports of damp and mould within the property. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in her kitchen. The repayment of expenses claimed by the resident during a decant. The Ombudsman has also considered the landlord’s complaint handling as part of this investigation.
The complaint is about the landlord’s handling of the resident’s reports regarding: Flooding in the property and the subsequent damage. The suitability of the temporary accommodation provided. The neighbour breaking into the property and theft of mail. Damage caused to possessions while transported by the landlord’s removals contractor. A mice …
The complaint is about the resident’s reports of: Repairs required to the property following a fire. Antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs required to the resident’s window following a leak. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to the balcony. A complaint about the surveyor’s conduct. The erection of scaffolding. The associated complaint.
The resident’s complaint is about: The landlord's response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance. The resident’s concerns about the landlord's letters of warning to the resident. The Ombudsman will consider the landlord’s complaint handling.
The complaint is about the landlord's handling of the resident's concerns about: The smoke and carbon monoxide alarms in the property. The alternative accommodation provided following a fire. The associated complaint.
The complaint is about; The landlord's communication with the resident following his reports of defective street lighting. The associated complaint handling.
The complaint is about the landlord’s response to: The resident’s reports of water ingress through the ceiling. The resident’s reports of damp and mould. The resident’s concerns about the standard of insulation and associated noise transference. The resident’s reports of repairs required to the water tank and his request for …
The complaint concerns the landlord’s handling of the resident’s request for her neighbour’s CCTV to be removed. This report has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of the response to the resident’s concerns about staff conduct during a house visit. This Service has also investigated the landlord’s handling of the associated complaint.
This complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The associated complaint.
The complaint is about the landlord’s: Response to the resident’s concerns about its communication and call handling. Handling of the complaint.
The complaint is about: The landlord’s handling of repairs to the resident’s bathroom. The landlord’s handling of the resident’s request for reimbursement of energy bills. The Ombudsman investigated the landlord’s record-keeping.
The complaint is about the landlord's: Response to the resident's request for her windows to be replaced. Complaint handling.
REPORT COMPLAINT 202308633 Enham Trust 10 April 2024 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 response to the resident’s reports of a rodent infestation in the property. This report also looks at the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to: The resident’s concerns about an acceptable behaviour contract that was issued in January 2022 at a meeting that was conducted at short notice. The resident’s request for clarification on what areas it designated as communal. The resident’s reports of antisocial behaviour (ASB) …
The complaint is about the landlord’s handling of: The resident’s request for a reimbursement of communal heating charges. The payment of compensation offered as part of a previous complaint. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports about: Accusations made against her by a neighbour. Outstanding repairs. The landlord showing bias. The conduct and unprofessional behaviour of staff. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of antisocial behaviour. Request for repairs to the ventilation system. Request for other repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of reports of antisocial behaviour. The landlord’s refusal to purchase the resident’s property. The Ombudsman has decided to also investigate the landlord’s complaint handling.
This complaint is about the landlord’s: Response to the resident’s various concerns around the death of a neighbour. Response to the resident’s reports of boiler and sink repairs. Complaint handling. The Ombudsman also considered the landlord’s record keeping.
The complaint is about: The landlord’s handling of the resident’s reports of defects to the main communal entrance door. The landlord’s response to the resident’s reports of anti-social behaviour (ASB) in the communal areas. The landlord’s handling of the resident’s reports of defective communal lighting. The landlord’s response to the …
The complaint is about the landlord’s handling of the resident's: Reports of outstanding boiler repairs; Request for a reimbursement of energy costs; Complaint.
The complaint is about the landlord’s response to: The structural damage caused to the property by a neighbour. The resident’s request for the reimbursement of the costs she incurred as a result of loss and damage to the property. This report looks at the landlord’s handling of the resident’s complaint. …
This complaint is about the landlord’s: Response to reports of leaks, damp and mould, and its handling of the required major works, to the resident’s property. Handling of the resident’s decant, including issues with, and condition of, the decant properties. Response to the resident’s request to be permanently rehoused due …
This complaint is about: The resident’s historical concerns about various issues including: The property’s condition on letting; The landlord’s handling of adaptations and repairs that were approved in 2016; The landlord’s response to the resident’s historical reports of antisocial behaviour (ASB) and estate management issues. The landlord’s response to the …
The complaint is about the landlord’s response to the resident’s: Reports of antisocial behaviour. Concerns about the allocation of the property below him. Allegations that it discriminated against him. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of alleged antisocial behaviour (ASB). The landlord’s allocation of the resident’s property. The landlord’s handling of the resident’s request to be rehoused. The landlord’s complaint handling.
The complaint is about the landlord’s response to: The resident’s reports of repairs to address drainage concerns in the property. The resident’s reports of repairs to address damp and mould in the property. The resident’s reports of repairs to the skirting boards and decorating works in the property. The resident’s …
The resident’s complaint is about the landlord’s handling of: A repair to her kitchen tap. An altercation between her and its operative. Her formal complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs. Reports of antisocial behaviour (ASB). Concerns about fire safety within the building. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s request for a higher banding for medical reasons. The landlord’s complaint handling. This Service has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s: Request for an EWS1 form. Request for it to buy back his property. Reports regarding the level of natural light in his property. Concerns about scaffolding. Reports of outstanding communal repairs. Concerns about a change to its pet policy. Concerns …
The complaint is about the landlord’s handling of: Repairs to internal damage at the resident’s property including her ceiling and redecoration. Repair works to the exterior of the resident’s property including pathway and staircase cracks, gutters, cracks to the front of the property, drainage checks and repointing to the brickwork. …
REPORT COMPLAINT 202209178 Peabody Trust 29 February 2024 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 handling of the resident’s rent accounts. Bullying, discrimination, and harassment by its staff. Increase in the resident’s rent without prior warning. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A neighbour dispute involving a bamboo intrusion, boundary fence responsibility, and a hedge. The associated complaint.
The complaint is about the landlord’s handling of: The resident's temporary move due to disrepair and asbestos in the resident’s property. The resident’s reports of repairs in the temporary property. The disposal and replacement of the resident’s white goods. The resident’s reports that a tree had been removed from the …
The complaint is about the landlord’s handling of an annual gas safety check at the resident’s property. The Ombudsman has also investigated: The landlord’s complaint handling. The landlord’s record keeping.
This complaint is about the landlord’s handling of: Reports about staff conduct. Reports about the standard of communal cleaning. The associated complaint.
The complaint is about: The landlord’s response to the resident’s reports about a leak from a leaseholder property. The landlord’s response to the resident’s reports of damp and mould. The landlord’s complaint handling.
The complaint is about the landlord’s: Decisions regarding the disposal of the property. Handling of the resident’s request for rehousing. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.
REPORT COMPLAINT 202202317 London & Quadrant Housing Trust (L&Q) 19 February 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The complaint concerns the landlord’s handling of: The resident’s reports of issues with the ventilation system and reports of damp and mould. The resident’s reporting of a pest infestation. This report has also considered: The landlord’s complaints handling. The landlord’s record keeping.
| 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 |