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: Reports of water ingress which caused damp and mould and damage to the bedroom carpet. Reports of subsidence affecting the kitchen floor. Reports of a rodent infestation. Request to be moved to another property. Reports of antisocial behaviour (ASB). This …
The complaint concerns the landlord’s response to the resident’s reports of: His neighbour’s cannabis use. Antisocial behaviour (ASB) from his neighbour including the use of a tumble dryer in the communal area.
The complaint is about the landlord’s handling of: the resident’s reports of noise and noise transference. the resident’s complaint.
The complaint is about the landlord’s: Response to reports of antisocial behaviour (ASB) and noise nuisance by the residents’ neighbour. Handling of reports about the condition of the residents’ garden. Handling of the residents’ reports of a rodent infestation. Response to concerns about the conduct of a member of its …
The complaint is about: The landlord’s response to the resident's reports of damp and mould. The landlord’s handling of requested improvements. The landlord’s handling of the resident’s complaint. This Service has also considered the landlord’s knowledge and information management.
The complaint is about the landlord’s handling of: The resident’s concerns about the landlord’s housing points allocation for rehousing. The resident’s reports of antisocial behaviour (ASB) and harassment on his estate. The resident’s reports of noise nuisance from his neighbour. The resident’s reports of a leak and issues with heating …
The complaint is about the landlord’s handling of the resident’s concerns about the accessibility of an exit barrier to his estate. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of: A bathroom leak resolved in January 2022. A request to replace the bathroom floor.
The complaint is about the landlord’s response to the resident’s: Reports of noise disturbances. Reports of unauthorised alterations to the property below hers. Request for a new shower head. Reports of a blocked sink. The Ombudsman has also considered the landlord’s record keeping.
REPORT COMPLAINT 202325734 Lewisham Council 21 August 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 handling of: The resident’s reports of repairs to the bath panel. The resident’s reports of repairs to the back door, soffits and facias, damp proof course, shower isolation switch and drains. The resident’s reports of other repairs. Its conduct and communication with the resident. …
The complaint is about the landlord’s handling of: The resident’s rehousing application. Repairs to the communal heating system. Reports of antisocial behaviour (ASB). Reports of rodents in the property. The associated complaint.
The complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB). The associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about: A damp and mould problem. Adequacy of the heating system. Accuracy of information about the property including an oven and hob.
This complaint is about: The Council’s decision to end the resident’s previous accommodation and offer him his current property. The landlord’s handling of adaptation works at the resident’s property. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Concern about the condition of the property when it was let to him in 2014. Reports of repairs, including his concerns about subsidence and contamination in the garden. Concern it committed disability discrimination against him. Concern that the electric meter …
The complaint is about the landlord’s handling of: Damp and mould in the property. A leak into the property from upstairs. A radiator repair. A replacement bath. The Ombudsman has also considered the landlord’s record keeping and complaint handling.
The complaint is about the landlord’s handling of the resident’s: Request that it fund external mediation. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould. A faulty window. A sewage leak. A leak in the communal area. The resident’s request for rehousing. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord’s response to the resident’s: concerns about a stopcock valve request for replacement of windows. This Service has also considered the landlord’s complaint handling and record keeping.
The complaint is about: The landlord’s handling of the resident’s housing application. The landlord’s handling of a kitchen renewal and rewire. The time taken to repair a front door. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs to communal areas. Concerns about the cleanliness of the building, and fly tipping. Reports of Antisocial behaviour (ASB) in the communal areas of the property. Reports of ASB from a neighbour. Concerns about a shipping container in …
The complaint is about: The landlord's handling of repairs to the roof. The landlord's response to the resident's concerns about the consultation process for the roof repair work. The landlord's complaint handling.
The complaint is about the landlord’s response to the resident’s: Report of a leak. Report of damp, mould and condensation. Complaint and request for compensation. The Ombudsman has also assessed the landlord’s record keeping.
The complaint is about: The landlord’s handling of the reports that she had to pay council tax on 2 properties. The landlord’s response to the resident’s report that it had her incorrect phone number. The landlord’s handling of the resident’s reports that it had provided incorrect information. The landlord’s response …
The complaint is about the landlord’s handling of the resident’s reports of: Drainage issues causing flooding, gurgling noises, and smells. Damp and mould. Damage to personal possessions. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Repairs Damp and mould The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about: The conduct of a staff member handling her reports of antisocial behaviour (ASB). The conduct of a staff member handling her complaint. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Pests specifically cockroaches, woodlice and psocid mites. Damp and mould in her home. The formal complaint.
The complaint is about the landlord’s: Calculation of the disturbance allowance. Communication about the disturbance allowance. The associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of damp and mould, including her request to be decanted. The landlord’s handling of the resident’s request to be rehoused. The landlord’s handling of the resident's complaint.
The complaint is about: The accuracy of information provided to the resident about the current property when it was offered to her. The landlord's handling of the resident’s repair reports, specifically the removal of the previous tenant's personal belongings from the loft area and the damaged fence. The landlord's handling …
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour. The landlord’s handling of the resident’s reports of damp and mould. This Service has chosen to investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord's handling of the resident’s concerns about: The position of a fence at the bottom of her garden. The height of a fence on the left-hand boundary of her property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about electrical safety and damage to her cooker. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: reports of an issue with a drain in the resident’s back garden. repairs to the resident’s front door. reports of damp and mould in the property. the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of cracks and subsidence in his property. The Ombudsman has decided to consider: The landlord’s record keeping. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: Delays with occupational therapy assessments and adult social care. The adaptation to the kitchen doorway. The resident’s reports of a pest infestation. The resident’s reports of her property overheating. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s:
The complaint is about the landlord’s handling of repairs in the property, including: Garden groundworks. Kitchen fire door. Window safety latch. Scaffolding. Damp and mould. The Ombudsman has also investigated the landlord’s: Record keeping. Handling of the complaint and the level of compensation offered.
The complaint is about the landlord’s handling of: The resident’s request to purchase the freehold of the property by way of collective enfranchisement. Remedial repairs to the facias, soffits and guttering, and planned maintenance work to the block, including the replacement of the roof. The associated complaint.
The complaint is about the landlord’s response to the resident’s request for a new garden fence. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord acting in a way that breached general data protection regulation (GDPR). The landlord’s handling of the resident’s request to change the anti-social behaviour (ASB) officer. The landlord’s handling of requests for reasonable adjustments. The landlord providing a notice of seeking possession. The landlord’s handling …
The complaint is about the landlord’s handling of the resident’s reports of: Damp in the communal area and her kitchen. Noise transference. The Ombudsman has also considered the landlord’s: Complaint handling. Knowledge and information management.
The complaint is about: The landlord’s handling of the resident’s reports of repairs. The landlord’s handling of the resident’s reports of damp and mould.
The complaint is about the landlord’s: Response to the resident’s reports of dog fouling in communal areas of the property. Handling of the resident’s subject access request (SAR). Response to the resident’s reports about the condition of the kitchen walls when she moved in to the property. Handling of a …
The complaint is about the landlord’s response to the resident’s reports about: His request to have a water meter. His request to have laminate flooring. Anti-social behaviour. The communal front door. The smell of cigarettes at the property. Staff conduct. In addition, the Ombudsman has also investigated: The landlords knowledge …
The complaint is about: the landlord’s response to the resident’s reports of damp and mould. the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: request to be rehoused. reports of damp and mould. We have also considered the landlord’s: record keeping. 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 |