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: Reports of leaks, damp and mould. Reports of boiler repairs. Request for a kitchen renewal. Concerns about its handling of asbestos removal. The Ombudsman will also consider the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of repairs to address a roof leak at the property and replacement of a dormer window. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about the landlord's handling of: The resident's reports of no heating and hot water, a leak and the level of compensation offered. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: concerns that he had been treated less favourably than other users of the car park with regards to the landlord’s refusal to issue him a parking permit. transfer requests. associated complaint.
The complaint is about the landlord’s handling of: repairs. temporary accommodation.
REPORT COMPLAINT 202335110 Curo Places Limited 20 August 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. […]
The complaint is about the landlord’s handling of the resident’s: Complaints regarding damaged living room flooring following a property flood. Reports of repairs.
The complaint is about the landlord's handling of the resident’s reports of damp and mould and related repairs. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to the resident’s property including the bathroom, the windows, the cellar, damp and mould, the drains, the guttering, a leak into the kitchen and rubbish in the communal garden. The resident’s reports of noise from the communal hallway. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s concerns about the fire alarm going off and the lift being deactivated. The landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A leak and subsequent damp and mould. Repairs to the boiler. The resident’s concerns about incorrect information on his rent account. The complaint.
The complaint is about the landlord’s response to the resident’s concerns about works completed in her property in April 2019. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to a request for additional refuse bins. Handling of guttering repairs and property humidity levels. We have 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. Response to the resident’s requests for a kitchen replacement. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. Repairs of a faulty boiler.
The complaint is about the landlord’s response to the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of 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 service charge account including their request for a breakdown and liability of charges. The resident’s query concerning his eligibility for an ECO4 grant. The resident’s concerns about his customer journey between September 2023 to April 2024. The resident’s Subject Access …
The complaint is about the landlord’s response to the resident’s: Request to re-classify the property and reduce the rent. Concerns regarding the legality of the Tenancy Agreement (TA). Request for a transfer to a larger property. Reports of repairs to the floorboards. Concern about the communication regarding the rent increase …
The complaint is about the landlord’s handling of: The resident’s subject access request (SAR). Damp and mould in the resident’s property. Asbestos in the ceiling and electrical issues. Rodent infestation. The complaint. The landlord operates a 2 stage complaints process. Its policy says it will respond at stage 1 within …
The complaint is about the landlord’s handling of the resident’s concerns about: rodents coming into her home. the size of her child’s bedroom. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Associated formal complaint.
The complaint is about the landlord's handling of the resident’s: reports of pests at the property. rent enquiry. associated complaint.
The complaint is about the landlord’s: handling of repairs. complaint handling.
The complaint is about the landlord’s handling of; Repairs following a flood in the property. The resident’s request for compensation for items damaged by the flood. The complaint
This complaint is about the landlord’s handling of: The fitting of handrails to the resident’s property. The resident’s reports of a leak from the lever tap in her kitchen and request for compensation for damaged belongings. The resident’s reports of repair to her bathroom tiles. The associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about: The air source heat pump (ASHP). The garden. We have also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Transfer/rehousing application.
The complaint is about the landlord’s response to the resident’s reports of: Antisocial behaviour (ASB). Leaks from the flat above. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) regarding noise transfer. The associated complaint.
The complaint is about the landlord’s response to the resident’s reports of a leak through her kitchen ceiling. The Ombudsman has also considered the landlord’s complaint handling.
T he complaint is about the landlord’s handling of the resident’s: reports of damp and mould and outstanding repairs. move to temporary accommodation. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: the resident’s report of repairs to disabled adaptations in the property. the resident’s reports of Antisocial Behaviour (ASB) The associated complaint.
The complaint is about the landlord’s handling of: The resident’s front door replacement, including the letter box and spy hole. The associated complaint.
The resident’s complaint is about the landlord's handling of: Reports of damp, mould and associated repairs. Its delay in reimbursing for the dehumidifier. We have also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord's handling of: reports of overgrown trees in a neighbouring garden. planned improvement works to the resident's windows and doors. the associated complaint.
The complaint is about the landlord’s: Handling of rodent infestation. Response to concerns about staff conduct. Handling of a move to temporary accommodation. Response to reports about a neighbour’s dog. Communication. Complaint handling.
The complaint is about the landlord’s: Handling of a request for a disabled parking bay. Handling of antisocial behaviour (ASB) reports including staff conduct and discrimination. Complaint handling.
This complaint is about the landlords: Handling of the resident’s reports about issues with his gas, heating, and hot water. Actions towards the resident following a Prohibition Order from the local authority. Handling of the associated complaint.
REPORT COMPLAINT 202438425 Together Housing Association Limited 31 July 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 […]
The resident’s complaint is about the landlord’s response to her reports about: Defects/snagging in a new-build property. The condition of her garden. We have also investigated the landlord’s complaint handling.
The resident’s complaint is about the landlord's response to his reports about: the condition of his windows. damp and mould and a roof leak.
The complaint is regarding the landlord’s handling of the resident’s 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: Subject access request (SAR). Reports of damp and mould. Reports of mice in her property. Associated complaint.
The complaint is about the landlord’s: response to the resident’s reports of damp and mould. complaint handling.
The complaint is about the landlord’s handling of the resident’s complaints about: Fencing. Bias. Anti-social behaviour (ASB). Compensation for rent issues. Enquiry regarding a neighbour. We have also looked at how the landlord handled the complaint about its own complaint process as part of this investigation.
The landlord’s handling of the resident’s: Staff conduct concerns. Complaints about works to the car park. Damp and mould reports. The Ombudsman has also considered the landlord’s complaint handling.
The resident's complaint is about the landlord's handling of: Request for a discretionary move. Reports of issues with damp and mould. Reports of belongings being damaged due to the damp and mould. Reports of issues with antisocial behaviour (ASB).
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB) from October 2023 to December 2024. The resident’s concerns about communal electricity charges linked to her own electricity meter.
| 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 |