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: Issues with the resident’s gas appliances and roof. Repairs to the resident’s kitchen, taps and boiler following a leak in the property. The associated complaint.
The complaint is about: The landlords handling of reports of damp and mould in the residents property. This service has also considered whether the landlord took into account its duties under the Equality Act 2010. The landlords handling of the residents complaint.
The complaint is about the landlord’s response to: The resident’s concerns about the conduct of its contractor’s operatives. The resident’s concerns about various repairs. The resident’s concerns about the water pressure. The resident’s request for reimbursement for costs which include: The cost of a wardrobe which was damaged. The cost …
The complaint is about the landlord’s handling of the resident’s: Reports of issues with the heating system upgrade (including boiler repair) and request for a decant; Reports of damp and mould; Rent arrears; Concerns about staff conduct during a gas safety check; Associated complaint.
The complaint is about: The landlord's response to the resident’s re-housing request. The landlord's response to reports of a leak into the property and the associated damp and mould. The landlord's complaint handling.
The complaint is about the landlord’s response to: The resident’s reports that his recycling was not collected on several occasions. The resident’s reports that he has not received a caretaking service for several years. The associated complaint.
The complaint is about the landlord’s response to: The July 2021 flood incident, including its handling of repairs. The associated complaint.
The complaint is about the landlord’s handling of: A leak. Window replacement work including major work involving the bay windows. Reports of damp and mould.
This complaint is about the landlord’s handling of: The resident’s report of mould on 6 January 2022, and the associated complaint. An emergency request for repair following a water leak on 17 January 2022.
The complaint is about the landlord’s handling of: A management transfer request. Reports of leaks in the property and subsequent damp and mould. The complaint.
The complaint is about the landlord’s handling of the resident’s concerns about: Anti-social behaviour including reported noise nuisance and drug-related activity. Heating. Plumbing. Rubbish and bin chutes. Risk and safety to residents and housing officer contact details. The associated complaint including a requested reasonable adjustment.
The complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB). Response to the resident’s concerns regarding parking. Handling of the resident’s requests that her kitchen and bathroom be replaced. Response to the resident’s request for re-housing. Response to the resident’s reports of a mouse infestation. …
The complaint is about the landlord’s handling of: repairs to a radiator. reports of a pest infestation. the resident’s request to be rehoused. the associated complaint.
The complaint is about: The landlord’s handling of the fence repair. The resident’s request for a leaseholder online submission tool. This investigation has also made additional findings relating to the landlord’s: Complaint handling. Knowledge and Information Management (KIM).
The complaint is about: the landlord’s handling of the resident’s reports of noise from a neighbouring property. the landlord’s handling of arrangements for asbestos removal in the resident’s property. The Ombudsman has also considered the landlord’s complaints handling.
This complaint is about the landlord’s handling of: The resident's reports of antisocial behaviour (ASB) by her neighbour. The resident’s rehousing request. The associated complaint.
The complaint is about the landlord’s: Response to outstanding repairs. Response to an information request. Complaint handing.
The complaint is about the landlord’s: handling of outstanding repairs at the resident’s home, including leaks, damp, and mould. handling of a pest infestation. response to concerns about the level of service and support provided by its housing staff. The Service has also considered the landlord’s complaint handling and record …
The complaint is about the landlord’s handling of and response to: requests for a housing transfer. a planned kitchen refurbishment. reports of repairs to the bathroom and shower. 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 of anti-social behaviour. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s reports about antisocial behaviour (ASB). The landlord’s handling of repairs to floorboards. The landlord’s complaint handling and record keeping.
The complaint is about the: Landlord’s handling of the resident’s reports of anti-social behavior and noise disturbance. Landlord’s response to the resident’s request for a management transfer. The Ombudsman has also considered the landlord’s complaint handling.
The resident’s complaint is about: The landlord’s handling of a request to refurbish the resident’s bathroom. The landlord’s handling of requests for repairs to the bathroom. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s: Reports of noise disturbance. Request to move to an alternative property.
The complaint concerns the landlord’s handling of: The resident’s concerns over the internal communal cleaning. The resident’s request to prune the trees at the property. The resident’s request for the front communal door to be replaced. The repairs to the exterior wall vent. The one-off arrangement to maintain the front …
The complaint is about the landlord’s handling of building noise reported by the resident. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: reports of damp mould; reports of repairs, concerns regarding its forced entry into her property , and associated record keeping; associated complaint.
The complaint is about the landlord’s handling of the resident’s: Concerns about works to the bin store cupboard commencing without a Section 20 consultation. Reports of dissatisfaction with the works to the bin store. Reports of being without heating or hot water. Associated formal complaint.
The complaint is about: The landlord’s handling of the resident’s reports of leaks from a neighbouring property. The landlord’s handling of the resident’s complaint. The residents request to be compensated for financial loss. This service has also considered the landlord’s record keeping.
The complaint is about: The landlord’s response to reports about disrepair. The landlord’s response to safeguarding concerns. The landlord’s handling of a subject data access request. The local housing authority’s response to a court order concerning rehousing, following a suitability review. The landlord’s handling of the resident’s reports about antisocial …
The complaint is about t he landlord’s response to resident’s reports about the condition of: The plastering in the property. The windows, the roof, and the property after a boiler installation. The garden paths and gate. The resident’s report of suffering an injury at the property. The Ombudsman will also …
The complaint is about the landlord’s handling of the resident’s reports of: Repair issues in the property, including damp and mould. A mice infestation in the property. Overcrowding and her concerns about the landlord’s transfer list. The landlord’s handling of the complaint has also been considered.
The complaint is about the landlord’s handling of: Leaks in the property and damage to the resident’s carpet. Reports of damp and mould in the property. The Ombudsman has also considered the landlord’s complaint 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 complaint is about: The landlord’s handling of the resident’s reports of noise nuisance from a neighbour. The landlord’s communication with the resident.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) and harassment; Concerns about a closure warning letter; Reports that it tried to obtain medical information without his consent; Complaint.
The complaint is about the landlord’s response to the resident’s reports of: communal lighting repair requests. a personal injury claim.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB) by her neighbour. Handing of counter allegations made against the resident by the neighbour. Complaint handling.
The complaint is about the landlord’s: Handling of repairs at the resident’s property. Handling of reports of pest infestation. Decision to offset rent arrears from the resident’s home loss payment. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s requests for repairs to the cooker The resident’s request for a fence to be installed. The Ombudsman has also considered the landlord’s complaint handling.
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 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 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 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 landlord’s: Handling of the resident’s reports about noise nuisance and antisocial behaviour (ASB). Complaint handling.
The complaint is about the landlord’s handling of: the resident’s reports of damp and humidity; other repairs to the property, and the resident’s associated concerns; the resident’s reports of pest control issues; the resident’s complaint.
The complaint is about the landlord’s: Handling of void repairs at the property. Handling of a deep clean before the property was let to the resident. Handling of offers of accommodation in 2018 and the level of priority banding allocated to the resident in 2021. Complaint handling.
The complaint is about the landlord’s handling of: Overgrown trees located at the front and rear of the resident’s property. A leak at the property. The replacement of the resident’s kitchen. 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 |