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: The resident’s water quality concerns at the property. The condition of the property that included reports of damp and mould. This Service has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of decorative works following damp and mould. The landlord’s handling of the resident’s housing application. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s: Reports of snagging issues following major structural work to the property. The related complaint. Concerns about his contribution to the cost of the works.
The complaint is about the landlord’s response to the resident’s various repair requests including: Electric socket for a fridge-freezer. Communal lighting. Leak affecting the external wall behind the toilet. Communal door. Blocked external drain affecting the kitchen. Extractor fan in the kitchen. Toilet overflow. Fence panel. The landlord’s response to …
The complaint is about the landlord’s handling of: The resident’s mutual exchange. Repairs to the external doors. Repairs to the rear garden wall. Repairs to the electrical socket in the basement. Repairs to the windows. The resident’s reports of dampness in the property. The resident’s concerns about the render and …
The complaint is about: The landlord's response to: Repairs to paving slabs. Electrical repairs. Reports of a leak and associated works. The landlord’s complaint handling. The Ombudsman has also investigated the landlord’s response to the resident’s request for reasonable adjustments.
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 resident’s reports concerning the landlord’s: Offer of compensation to settle a legal disrepair claim. Consideration of a request for a refund of the social sector size criteria (bedroom tax) while the landlord carried out repairs in 2018 to 2019. Delays in carrying out repairs to …
The complaint is about the landlord's response to the resident’s: Concerns about being rushed to take up the tenancy of the property. Reports about the condition of the property upon letting. Concerns about the handling of the outstanding repairs and the decant. Reports of damp and mould in the property. …
This complaint is about the landlord’s: Response to the resident’s various concerns around service charges; Complaint handling.
The complaint is about the landlord’s response to the resident’s: reports of subsidence; request for repairs: to the boiler to the electrics to broken windows reports of anti-social behaviour; request for rehousing; handling of the associated complaint.
REPORT COMPLAINT 202219308 Lambeth Council 27 October 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 of domestic abuse and anti-social behaviour (ASB). The landlord's response to the resident’s request to be rehoused.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in her property. Rehousing application. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s:
The complaint is about the landlord’s: response to the resident’s concerns about multiple property moves prior to her latest move; response to the resident’s concerns about the conduct of her previous housing officer; response to the resident’s concerns about incorrect information being supplied about the number of bedrooms in her …
The complaint is about the landlord’s handling of the resident’s reports of: Antisocial behaviour. Noise from the neighbour’s toilet. We have also considered the landlord’s complaint handling.
The complaint is about: The installation and suitability of the kitchen installed by the landlord. The landlord’s installation of a toilet purchased by the resident. The landlord’s painting of the water closet. The behaviour of the landlord’s contractors. The associated complaint handling.
The complaint is about the landlord’s handling of: Asbestos in the property. The resident’s reports of several repairs. The resident’s request to be rehoused. The landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Response to the resident’s request for additional fencing to prevent dog fouling. Response to the resident’s request to be rehoused, in particular his concerns about banding.
REPORT COMPLAINT 202205928 Lewisham Council 16 October 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 […]
The complaint is about the landlord’s response to the resident’s concerns regarding: Service charges. The upkeep and maintenance of the building. The communal water tank. Fire safety. Refuse collectors. The Ombudsman has also considered the landlord’s complaint handling as part of the assessment.
The complaint is about the landlord’s management and handling of: Reports of water ingress into the property. A request for compensation for personal losses The leaseholder’s complaints.
The complaint concerns the landlord's handling of the resident's repairs. The Ombudsman investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: reports of a leak from the roof entering the resident’s property. the resident’s concerns that she was not able to make a home insurance claim for the internal damage caused to the property, due to the repairs to the roof remaining outstanding. …
The complaint is regarding; The landlord’s handling of the resident’s request for adaptations to extend the home. The accuracy of information provided by council employees. The landlord’s handling of the arrangement of a surveyor inspection to assess the feasibility of an extension. The landlord’s handling of the resident’s request for …
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The resident’s request for a transfer to another property. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour in the building and on the estate. The landlord’s handling of the resident’s reports of redecoration required following damage during the installation of a grab rail at her current property and reports of discrimination. The resident’s …
The complaint is about the landlord’s: Handling of reported structural issues with the property. Handling of the request to transfer to another property. Complaints handling.
The complaint is about the landlord’s handling of: Reports of anti-social behaviour involving the resident’s neighbour including noise nuisance, smell from the neighbour’s property and the storing of bulky items and household waste in the garden. The resident’s neighbour accusing the resident of racism and threatening to take legal action …
The complaint concerns: How the landlord handled a leak in the resident’s property. How it handled the repairs in the property following the leak. The conduct of its staff members who spoke to the resident about the leak.
The complaint is about the landlord’s: Handling of reports around staff conduct. Handling of the resident’s reports about the drainage work and external painting. Handling of the resident’s request for a shed. Handling of the right to buy application. Response to subject access request. Complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in the property, and the associated repairs. The resident’s concern that damp and mould in the property had an adverse effect on the health of members of her household, and caused injury. The landlord’s handling …
The complaint is regarding the landlord’s response to the resident’s reports of: The condition of the resident’s property and common areas, resulting from a neighbour hoarding, including a pest infestation and odours, and the resident’s request for a rent rebate. The landlord’s requests for rent. Noise from other neighbours’ properties, …
The complaint is about the landlord’s handling of: The resident’s reports of damp, mould outstanding repairs, and request for insulation. Its record keeping and complaint handling.
The complaint is about the landlord’s management and handling of: outstanding repairs at the property. reports about the heating and insulation at the property. the resident’s complaints. a request to store a caravan in the garden. requests for a kitchen refurbishment. This report also looks at the landlord’s record keeping …
The complaint is about the landlord’s: Response to the resident’s reports that that his sofa, stored in a garage rented from the landlord, was damaged by a leak; Handling of the resident’s request for the replacement of a communal washing line during the Covid lockdown; Response to the resident’s reports …
The complaint is about the landlord’s: Communication with the resident. Allocation of its properties. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The landlord's response to the resident’s complaint about damage to her carpets. The landlord's complaint handling.
The complaint is about the landlord’s handling of: Reports of damp and mould at the property. The resident’s request to be housed. Repair works to the external brickwork of the property and plug sockets in the kitchen. Trees located in the resident’s garden causing restricted light. The associated complaint.
This complaint is about the landlord’s handling of a suspected leak in the resident’s property. The resident has also made allegations about: The landlord’s handling of their personal information. Harassment. Discrimination. Breaches of the Human Rights Act 1998.
The complaint is about the landlord’s: Handling of the resident’s queries about the paint used within the property. Decision to keep the resident within his property during internal painting works.
The complaint is about: The landlord's handling of the resident's reports of a leak at the property. The landlord's handling of multiple repairs reported by the resident.
The complaint is about the landlord’s response to the resident’s reports of: Water ingress, damp and outstanding repairs at the property; A rat infestation in and around the property; Anti-social behaviour (ASB).
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould. The response to the resident’s request to be rehoused.
This complaint is about the landlord’s: Response to the resident’s reports of: leaks, damp and mould; various other repairs; equality concerns; Complaint handling; Record keeping.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Request for sound insulation, due to noise disturbance. Reports of damp and mould in the property. Request for a new kitchen and bathroom. Concerns about the conduct of its staff. The Ombudsman has also considered …
The complaint is about: The landlord's handling of repairs to a leak to the external communal pathway. The resident’s concerns about the landlord’s decision to recharge for the leak repairs.
The complaint is about the landlord’s: Response to the resident’s: Reports of leaks to his shed. Request to remove squirrel traps from the property. Handling of electrical repairs in the property. The Ombudsman has also assessed the landlord’s: Complaint Handling. Record Keeping.
The resident’s complaint was about: The landlord’s consideration of the resident’s housing needs and the suitability of her current accommodation and the decision to remove the resident from the housing list for three years. The condition of the property when it was let to her. The landlord’s handling of noise …
| 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 |