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 concerns in respect to windows. The resident’s noise reports. The resident’s reports of damp and mould. The resident’s concerns in respect to the kitchen and bathroom.
The complaint is about the landlord’s handling of: A heating repair and annual heat pump service. The associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about her tenancy, including the type of rent paid and affordability. We have also considered the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s concerns about the condition of the property which included: Drainage Damp and mould The shower The landlord’s failure to attend to an emergency repair. The landlord’s response to the resident’s concerns about a slug infestation and sealing the door. We …
The complaint is about the landlord’s handling of the resident’s: Reports in 2021 about water ingress. Reports in May 2022 that the roof leak had damaged her property. Concerns in 2022 that there were delays with it repairing the roof. Concerns about roof and external repairs required from March 2023.
The complaint is about the landlord’s handling of the resident’s: Issues with his building insurance company, including related repairs to the interior of his home . Reports of issues with his windows. Reports of a blocked drain. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of a sewage smell in the property. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Report of domestic abuse and request for a housing transfer. Concern about staff conduct. Associated formal complaint.
The resident’s complaint is about the landlord’s handling of: The management of bins being kept in the communal area. The resident’s reports that he felt harassed by the landlord over the bins issue. Repairs to gaps in the structure of the property. The landlord’s record-keeping has also been investigated. The …
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Request for repairs to the boiler.
The complaint is about the landlord’s handling of a parking issue and associated neighbour dispute. We have also investigated the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Concerns about grounds maintenance. Associated complaint.
This complaint is about the landlord’s handling of: Allegations of antisocial behaviour (ASB) made about the resident’s behaviour. The resident’s reports of ASB including issues with smoking and the use of scooters around the scheme.
The complaint is about the landlord’s handling of: Allegations of antisocial behaviour (ASB) about the resident and her claim that these were racially motivated. The resident’s reports of ASB. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The resident’s reports regarding staff conduct.
The complaint is about the landlord’s handling of repairs to the living room flooring. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to: Windows. Guttering and resulting damage to plasterwork. The stopcock. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of: The resident’s requests for it to replace the bedroom windows. The resident’s reports of a leak into the property and the associated repairs. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of a leaking roof and the associated damp and mould. The related complaint.
The complaint is about the landlord’s handling of the resident’s: reports of pests in the property. reports of antisocial behaviour (ASB). associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Difficulties accessing the garden due to the lack of maintenance. Difficulties accessing the garden due to issues with his path and threshold step from the property. A hole in the bedroom wall. A broken interior floor tile. The …
The leaseholder’s complaint is about the landlord’s handling of: Her concerns about turnover of staff. Her concerns regarding sinking funds and service charges. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould, and the associated repairs, including: A leak from a wet room shower. External repointing and render repairs. Roof repairs. The associated complaints.
The complaint is about the landlord’s handling of: The resident’s reports of a leak from above and associated damp and mould. The resident’s reports of mice in the property. The resident’s Subject Access Request (SAR). The associated complaints.
The complaint is about the landlord’s handling of the resident’s reports of: The requirement for internal fire doors at the property. A wasp infestation. Washing line repairs. Tree/vegetation growth affecting the property. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of: Outstanding repairs including carpet replacement. Possessions which were disposed of without his consent. We have also investigated the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of: Her reports of parking issues in the estate. Her concerns relating to her neighbour’s closed-circuit television (CCTV). The associated complaint.
The complaint is about the landlord's handling of the resident’s mutual exchange and repairs to the 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 anti-social behaviour (ASB). The resident’s request to move. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) and harassment. Repairs to the front steps of the resident’s property. The resident’s request for reasonable adjustments to support his communication with the landlord and his concerns about the level of communication from the landlord. …
This investigation considers: The landlord’s response to the resident request that it renew his bathroom and kitchen. The landlord’s complaint handling.
The resident’s complaint is about: The level of service charges associated with the property. The landlord’s communication about service charges. The Ombudsman has also considered the landlord’s complaints handling.
REPORT COMPLAINT 202446462 Peabody Trust 25 September 2025 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 resident’s complaint is about the landlord’s handling of: Concerns raised over staff conduct. The associated complaint.
The resident’s complaint is about the landlord’s handling of: Reports the property was unsuitable for her family’s needs. Its decision about the resident’s right to buy request and information provided. Leaks, damp and mould. Outdated information about the household recorded on its systems. We have also considered the landlord’s complaint …
REPORT COMPLAINT 202318147 Clarion Housing Association Limited 30 January 2026 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
The resident’s complaint is about the landlords handling of: Damp and mould, and the associated repairs. The associated complaint.
The complaint is about the landlord’s handling of concerns raised by the resident about the conduct of a member of staff during and after a home visit. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of roof repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of a leak. We have also considered the landlord’s complaint handling.
The complaint is about: The time taken for the landlord to remove scaffolding. The landlord’s response to the leaseholder’s report of damage caused to the property by scaffolding it had erected. We have also considered the landlord’s complaint handling as part of the investigation.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs in the bathroom and associated damp and mould. Reports of issues with the heating system. Concerns about the communal laundry facility. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about how the landlord handled: the resident’s reports of damp and mould. the resident’s reports of antisocial behaviour. We have 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); Request for sensor lighting. The Ombudsman has considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the resident’s report of roof repairs and damp issues in her home. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of noise from a communal boiler. We have also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of damp and mould in the resident’s home. We have also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Tenancy while she was away from the property. Son’s vulnerabilities while she was away from the property. Associated complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of damp, mould, and the associated property repairs. Response to the resident’s reports of a faulty kitchen window. Response to the resident’s request for it to replace household appliances. 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 |