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 regarding: The condition of the property when it was let to her. The offer of a temporary decant while works were being carried out. The personal items that were damaged while the work was taking place. The related complaint.
The complaint is about: The level of compensation offered by the landlord following the resident’s reports of damp in his bathroom and ongoing leak issues. The landlord’s handling of the related complaint. The resident’s concerns about the level of service charges for major works and the quality of this work. …
The complaint concerns how the landlord responded to the resident’s reports of: Leaks into the wet room of his property. Damp and mould in the property’s wet room and hallway.
The complaint is about the landlord’s handling of: The resident’s report of antisocial behaviour (ASB). The allocation of Flat 278. The resident’s associated complaint.
The landlord’s response to reports of damp and mould within the resident’s property. The landlord’s response to the resident’s request to be rehoused on medical grounds. The Ombudsman has also looked at the handling of the associated complaint.
The resident has complained about: the landlord’s handling of her request for repairs to: a leak from bathroom, in particular from her toilet and shower into the living room. windows in her property. remedy garden drainage issues causing rainwater to enter the property and the shed. her toilet. The landlord’s …
This complaint is about: The resident’s transfer request and the Council’s assessment of the resident’s housing need and banding. The resident’s request for a designated disabled parking bay. The landlord’s response to the resident’s reports of ASB and noise disturbance by his neighbours. The landlord’s handling of allegations of ASB …
The complaint is about the landlord’s: Actions in providing a replacement key fob and the associated offer of compensation. Decision not to refund the resident’s council tax. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of: The resident’s reports of damage caused by its contractors. The associated complaint.
The complaint is about: The landlord’s response to the resident’s concerns about the condition of the property at the start of the tenancy. The landlord’s decision to charge the resident rent for the property. The landlord’s response to the resident’s request for support with his move. The landlord’s handling of …
The complaint is about the landlord's handling of the resident’s request for: call backs under the single point of contact arrangement (SPOC); and the removal of its SPOC.
The complaint is about: the landlord’s handling of the resident’s requests for repairs to the boiler, drainage, and plumbing system ; and the landlord’s handling of the resident’s request to be rehoused. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s decision to replace the warm air unit (WAU) in the resident’s property; The landlord’s handling of the installation of a new central heating system; The landlord’s handling of asbestos found in the property; Injury to the resident’s health caused by the installation of unsuitable …
This complaint is about the landlord’s: Handling of the resident’s concerns about communal cleaning services. Administration of the resident’s service charge account. Response to the resident’s reports of discrimination and fraudulent activities. Complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports about a warning letter it sent her. Reports about how it handled her data.
The complaint concerns: How the landlord responded to the resident’s reports of a burst pipe in the building’s pump room. The associated formal complaint into the issue.
The complaint is about: The landlord’s handling of reports of antisocial behaviour (ASB). The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Response to the resident’s request that it remove tree stumps from his garden. Handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports that its operatives were not wearing personal protective equipment (PPE) when completing an inspection. Reports about the conduct of its operatives. Concerns about fibreglass in the property and the impact on his health. Concerns that the conduct of the …
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). A data breach. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s request to assign her tenancy to her son. The associated complaint.
The complaint is about the landlord’s response to the resident’s reports of a electrical failure in the property on 19 December 2021, a rat infestation, repairs including to his fence, gate, drains and gutters, and the landlord’s response to the resident’s request for an insurance claim form and “environmentally-friendly” additions. …
The complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB). Response to the resident’s requests to be rehoused. Handling of the complaint.
The complaint is about the landlord’s response to the resident’s: Reports of a leak into the property. Request for reimbursement for damage to his personal items due to the leak. The Ombudsman has also considered the landlord’s complaint handling as part of the assessment.
The complaint is about the landlord’s response to the resident’s reports about repairs to: the roof; her bathroom; a garden fence.
The complaint is about the landlord’s response to the resident’s:
This complaint is about: The landlord’s response to reports of drainage problems. The landlord’s investigation of recurring heating faults. The landlord’s complaint handling and timeliness in providing relevant compensation.
The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour. The landlord’s complaint handling.
The complaint is about: The landlord’s handling of a water leak in the resident’s bathroom. The landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s reports of repairs at the property. The associated complaint.
The complaint is about the landlord’s response to address the resident’s reports of: Interference with the water supply into the property. Anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling as part of the assessment.
The complaint is about: The landlord’s response to the resident’s concerns about communal cleaning. The landlord’s response to the resident’s reports about anti-social behaviour from a neighbour. The landlord’s response to the resident’s request for a new Housing Officer. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of recharges for the property. Its response to the resident’s request for copies of documents relating to the property.
The complaint is about the landlord’s handling of the resident’s: reports of multiple repairs to her property; associated complaint.
The complaint is about the landlord’s handling of the resident’s enquiries about: invoicing; grounds maintenance and outstanding repairs. The report will also investigate the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of a leak following the installation of a new boiler; The landlord’s handling of the resident’s request for a temporary decant whilst remedial repairs were carried out following the leak; The landlord’s complaint handling; The insurance provider’s response to …
The resident complains about how the landlord handled his reports of leaks affecting the property, including the time taken to complete repairs and the landlord’s communication.
The complaint is about: The resident’s concerns about the level of service charges. The landlord’s response to concerns about the standard of communal cleaning. The landlord’s handling of enquiries for information on service charges.
The complaint is about the landlord’s: response to the resident’s report of antisocial behaviour (ASB). handling of adaptations at the property for the resident’s mobility scooter. response to the resident’s reports of the smell of smoke in the communal areas of the property.
The resident has complained about the landlord’s handling of an ongoing leak issue including the standard of workmanship and the service provided. The resident has also complained that the landlord did not inform him of the leak prior to the sale of the property, therefore that he has paid a …
The complaint is about the landlord’s handling of: Water leaking into the resident’s property. The associated complaint.
The complaint is about: The repairs service provided by the landlord following a burst pipe in the property. The suitability of the temporary accommodation offered by the landlord. The landlord’s response to the resident’s request for reimbursement for damage to her personal belongings as a result of the burst pipe. …
The complaint is about the landlord’s: response to the resident’s reports about a hot water tank leak and damage to his carpet; complaints handling and record keeping.
The complaint is about the landlord’s handling of: The resident’s reports of a pigeon pest control issue. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s rent account. The landlord’s response to the resident’s concerns about the disconnection of a satellite dish. The handling of the resident’s complaints and the timeliness of responses.
The resident has complained about the landlord’s handling of: An application to split the household. The subsequent formal complaint.
The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour (ASB) reported up to 19 March 2021; handling of the resident’s reports of ASB reported after 19 March 2021; response to the resident’s concerns that the landlord’s staff racially discriminating against her; complaint handling. The reports …
The complaint is about: The landlord’s handling of a leak from the resident’s boiler and the associated damage. The landlord’s handling of reports that the resident’s kitchen floor was sinking. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: Disabled adaptions to the resident’s property. The resident’s reports of anti-social behaviour(ASB).
| 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 |