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 regarding the landlord’s handling of: The resident’s concerns relating to the energy efficiency of the property, and reports of high heating costs. The resident’s reports of repairs in the bathroom. The resident’s reports of repairs in the kitchen, and the request for a kitchen replacement. The resident’s …
The complaint is about: The landlord’s handling of the resident’s reports of issues with the condition of the property. The landlord’s response regarding safeguarding and the suitability of the property The landlord’s response to the resident’s reports of anti-social behaviour (ASB)
The complaint is about the landlord’s handling of: reports of leaks, damp and mould in the property. repairs needed in the property. The resident has also complained about the impact of damp and mould on her family’s health. We have also considered the landlord’s: complaint handling. record keeping.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Handling of associated remedial works, including the time taken to arrange temporary accommodation. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports about a pest infestation. antisocial behaviour (ASB). the resident’s application for a management transfer. the resident’s complaint.
The complaint is about the landlord’s: Response to the resident’s concerns about the behaviour of and works outstanding by contractors. Complaint handling.
The complaint is about the landlord’s handling of reports of flooding and damage to the resident’s shed. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202212996 Islington Council 30 January 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 is set […]
The complaint is about the landlord’s handling of the resident’s: Request for a 2-person warning flag to be removed from her account. Reports of outstanding repairs to the toilet and cancelled appointments. Reports of plumbing issues relating to the washing machine. Associated formal complaint.
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 report of anti-social behaviour. The landlord’s request for the resident to remove the ring doorbell. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the: Landlord’s handling of the resident’s rent account. Conduct of the landlord’s staff.
The complaint is about the landlord’s handling of the resident’s: Right-to-Buy application. Requests for reasonable adjustments. Reports of damp and mould, loss of heating and hot water, and lack of insulation. The Ombudsman has also considered the landlord’s complaint handling.
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: Repairs to the resident’s property. Reports of noise nuisance and antisocial behaviour (ASB). Reports around its staffs conduct. The suitability of the resident’s property. The Ombudsman has also investigated the landlord’s complaint handling.
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 property’s condition on letting and the time taken for the landlord to complete the subsequent repairs. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) against neighbour A. An ASB report made by neighbour B against the resident. The resident’s reports of his driveway being blocked.
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: The resident’s reports of noise nuisance from her neighbour. The associated formal complaint.
The complaint is about the landlord’s: Response to the resident's reports of antisocial behaviour (ASB). Handling of the installation of LED lights and its response to the resident reporting experiencing electric shocks. Complaints handling.
The complaint is regarding the landlord’s: Sharing of the resident’s personal data with utility companies. Management of the resident’s rent account. Response to the resident’s reports of anti-social behaviour (ASB) being carried out by the Police. This investigation has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s response to the resident’s report of leaks from a neighbouring property. The Ombudsman has also considered the landlord’s complaint handling.
The resident’s complaint is about the landlord’s: Decision to serve her a ‘notice of seeking possession’ (NOSP). Handling of her concerns about a neighbour’s flooring. Complaint handling.
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 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 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 concerns about squirrels at his property. The Ombudsman has also investigated the landlord’s complaint handling.
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 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 …
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 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.
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: 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 response to the resident’s: Request for a hardstanding driveway to be installed to her property. Concerns about the installation of the driveway. Associated complaint.
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 the resident’s reports of antisocial behaviour (ASB). response to the resident’s reports about the conduct of its staff. complaint handling.
The complaint is about the landlord’s handling of the resident’s: Rehousing application. Reports of anti social behaviour (ASB). Formal complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Anti social behaviour (ASB). Noise nuisance. The Ombudsman will also consider the landlord’s handling of the resident’s related complaint.
The complaint is about the landlord’s handling of the resident’s reports of: its subcontractor removing and disposing of her furniture and personal belongings; repairs. The Ombudsman has also considered the landlord’s: complaint handling; record keeping.
The complaint is about the landlord’s: Response to the resident’s reports about service charges, including administration, provision of services and repairs. Communication in relation to the service charge. Handling of repairs to the resident’s windows.
The complaint is about the landlord’s: response to the resident’s request to be rehoused. handling of a leak and follow on repairs in the property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The level and reasonableness of the landlord's service charges for major works for a fire door and alarms at the resident’s property. The landlord’s handling of outstanding works to replace the resident’s flat entrance door. The landlord’s communications and complaint handling.
The complaint is about the landlord’s response to: The residents’ concerns about its handling of a leak into the flat below as well as their concerns about operatives visiting the property without appropriate personal protective equipment (PPE). The resident’s reports of a leak. The residents’ reports of disrepair in the …
The complaint is about: The landlord’s handling of repairs to the outhouse. The landlord’s communication about repairs. The landlord’s handling of the resident’s complaint. The resident’s concern that she had been discriminated against. The Ombudsman has also assessed the landlord’s record keeping.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) about a neighbour. The resident’s concerns about the request from the landlord to remove her pool from the communal area.
The complaint is about the landlord’s response to: The resident’s reports of damp and mould and outstanding repair issues at the resident’s property. The resident’s insurance claim. Staff behaviour. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould and associated remedial works. Property transfer request. Request for reimbursement of damaged personal possessions. Request for a medical banded property transfer. 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 |