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 about the communication regarding dog fouling. Landlord’s handling of the outstanding repairs to the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint concerns the landlord’s handling of: The resident’s reporting of anti-social behaviour (ASB). The resident’s request to move. This report has also considered the landlord’s complaints handling.
The complaint is about the landlord’s response to the resident’s concerns about: Having to pay rent whilst the disrepair was fixed. Damp and mould around windows in his property. The number of times the elevator broke down. Debris falling from the above balcony. The standard of painting at the property. …
The complaint is about the landlord’s handling of: Repairs to the balcony. A complaint about the surveyor’s conduct. The erection of scaffolding. The associated complaint.
The resident’s complaint is about: The landlord's response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance. The resident’s concerns about the landlord's letters of warning to the resident. The Ombudsman will consider the landlord’s complaint handling.
The complaint is about the landlord's handling of the resident's concerns about: The smoke and carbon monoxide alarms in the property. The alternative accommodation provided following a fire. The associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about: The resident’s reports of repairs required at the property. The management of the landlord’s contractors, including missing appointments, over the past 20 years.
The complaint is about the landlord's handling of: The allocation, nomination and suitability of the property. Reports of repairs in the property. Anti-social Behaviour (ASB). Parking allocation. The associated complaint.
The complaint is about; The landlord's communication with the resident following his reports of defective street lighting. The associated complaint handling.
The complaint is about the landlord’s response to: The resident’s reports of water ingress through the ceiling. The resident’s reports of damp and mould. The resident’s concerns about the standard of insulation and associated noise transference. The resident’s reports of repairs required to the water tank and his request for …
The complaint concerns the landlord’s handling of the resident’s request for her neighbour’s CCTV to be removed. This report has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of cooking smells entering her property from her neighbour’s property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlords handling of: The resident’s reports of damp and mould in her property. The associated complaint that the resident made on 25 January 2023.
The complaint is about the landlord’s response to the resident's reports of: Damp, mould, and associated outstanding repairs; Heating and hot water loss. The lack of cooking facilities in her property. This report will also consider the landlords: Complaint handling; Record keeping.
The complaint is about the landlord’s handling of:
The complaint is about: The landlord’s handling of the resident’s reports of a blocked communal drain pipe which caused damage to her property. The resident’s request for a drain maintenance plan. The resident’s concerns about what repairs had been funded from the association’s sinking/reserve fund. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: Reports of damp and mould at the resident’s property and her damaged belongings. A leak at the resident’s property.
The complaint is about the landlord’s handling of a loss of hot water in the resident’s property and associated compensation. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the response to the resident’s concerns about staff conduct during a house visit. This Service has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs to the communal areas. Concern about the amount of service charge levied for communal services. Request for compensation for a historic repair, and the associated complaint. Concern about the time taken to complete major works at the …
The complaint is about the landlord’s: Handling of repairs to the property. Response to reports of damage to personal property.
The complaint is about the landlord’s: Handling of a leak from the resident’s boiler. Response to the resident’s report of no hot water and heating in her property.
The complaint is about the landlord’s: handling of the resident’s request for a bathroom adaptation, including its requirement for her to sign paperwork in relation to funding of the adaptation; response to the resident’s reports of holes in the bathroom following an asbestos survey.
The complaint is about: The landlord’s handling of the resident’s reports of flooding from his shower and its response to his request for compensation. The landlord’s handling of the associated complaints.
The complaint is about: The landlords handling of reports of damp and mould in the residents property. This service has also considered whether the landlord took into account its duties under the Equality Act 2010. The landlords handling of the residents complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould including associated repairs to air vents. Associated formal complaint.
The complaint is about the landlord’s: handling of a flood from a neighbouring property; response to the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Decision to recharge the resident for repairs to the toilet in her home. Handling of repairs to the toilet. The Ombudsman has also considered the landlord’s complaint handling and communication with the resident.
The complaint is about the landlord's handling of: The installation of windows at the property. The resident's request to replace a skylight. The resident’s request for a new front door. The installation of a communal light sensor switch. The correspondence it sent to the resident as part of the gas …
The resident complains about: concerns of asbestos and the asbestos sampling process damp and mould delays undertaking repairs the associated complaint and the compensation offer.
The complaint is about the landlord’s: response to reports of damp and mould. response to reports about a loss of heating and hot water. complaint handling.
The complaint is about the landlord’s: response to reports of damage caused to the resident’s flooring following works to the property. complaint handling. The Ombudsman has also considered the landlord's record keeping.
The complaint is about the landlord’s handling of: The resident’s report of a rat infestation and subsequent repairs. The resident’s reports of multiple roof leaks and subsequent repairs. The resident’s reports of damp and mould.
The complaint is about the landlord’s handling of: Repairs to the boiler. Repairs to the property. Damp and mould in the living room. The complaint.
The complaint is about the landlord’s: Response to the resident’s: Reports of flooding caused by his shower pump. Request that the landlord pay his insurance excess. Handling of the resident’s complaint.
The complaint is about the landlord’s: handling of reports of a silverfish infestation. response to a request for rehousing. The Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs to the immersion heater. Associated complaint.
The complaint is about: The landlord’s response to the resident’s concerns regarding service charge calculations. The service charge increase.
The complaint is about: The landlord’s handling of, and communication about, the leak in the property. The landlord’s handling of the complaint and the level of compensation offered. The resident’s request to be reimbursed for loss of rental income.
The complaint is about the landlord’s decision to repair the windows in the resident’s property instead of upgrading them. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s request to: Repair a leak after a contractor’s visit to drain her heating system. Investigate the contractor’s conduct when dealing with the repair. Replace her damaged flooring.
The complaint is about the landlord’s response to: The resident’s concerns regarding the fire alarm in the property. Communication about the fire evacuation plan. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Reports of damage to items in the resident’s property. The resident’s concerns about staff conduct.
The complaint is about the landlord’s: handling of concerns about the administration of the resident’s service charge, and reports of overcharges. complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of a repair to the property roof leading to damp. Reports of repairs to the windows. Related complaint.
This complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The associated complaint.
The complaint is about the landlord’s response to: A request for revised service charges. Reports of subsidence of the boundary wall. Reports of mould in the property. The associated complaint.
The complaint is about the landlord’s: Response to reports of leaks causing damp and mould. Handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of mould in the communal hallway. Cyclical decoration works. The associated complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The resident’s complaint is about the landlord’s response to his reports of damp and mould, and the associated repairs. In addition, this Service has considered: the landlord’s record keeping the landlord’s handling of 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 |