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 request for the wording in a fire risk assessment to be changed. The landlord’s response to the resident’s concerns about a data breach. The landlord’s complaint handling.
The complaint is about: The landlord’s response to the loss of heating in the property. The landlord’s response to the resident’s reports of noise from the heating pipework. The landlord’s complaint handling.
The complaint is about the landlord’s: Response to and handling of a leak into the resident’s property. Handling of the resident’s request for a property transfer. Response to the resident’s reports of damaged and stolen items. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to: the resident’s report of a bedbug infestation; repair requests made by the resident. The Ombudsman has also considered the landlord’s complaint handling as part of this assessment.
The complaint is about: The landlord’s handling of the resident’s concerns about structural issues and cracking within her home. The landlord’s handling of an external door replacement. The landlord’s handling of damp. The request for rehousing. The landlord’s handling of the complaint.
The complaint is about the landlord’s handling of repairs for: leaks that caused damp, mould, and damage. gaps in electrical trunking. The Ombudsman has also investigated the landlord’s complaint handling.
The resident complains about the landlord’s:
The complaint is about the landlord’s: Response to the resident’s concerns about ad-hoc visits and the conduct of a member of its staff. Response to the resident’s concerns about their garden. Complaint handling.
The complaint is about the landlord’s: handling of the antisocial behaviour (ASB) case involving the resident and her neighbour; response to the resident’s request for a different housing officer; response to the resident’s reports of discrimination due to her age; complaint handling.
The complaint is about: the landlord’s response to the resident’s request that his tenancy be assigned to his son; the landlord’s handling of the associated complaint.
The complaint is about: The landlord’s response to the resident’s reports about disruption, including cold and noise caused by building works in the property below. The landlord not providing prior notification of the extent of building works it had permitted, and of the disruption the work would cause. The landlord’s …
The complaint is about: The suitability of the property allocated by the landlord. The landlord’s handling of the resident’s concerns of anti-social behaviour. The landlord’s decision to charge the resident a full month’s rent while offering no reimbursement for her decorating costs. The landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s concerns regarding its grounds maintenance with regards to weeds. The landlord’s handling of the associated complaint.
The complaint is about the landlord: providing incorrect information to the resident to arrange a gas safety check; declining to disclose full names of staff members. The complaint is also about the landlord’s complaint handling.
The complaint is regarding the landlord’s: Response to the resident’s concerns about the suitability of his property. Response to the resident’s reports of anti-social behaviour (ASB). Handling of the resident’s mutual exchange application. Response to the resident’s repair reports, including with regard to the heating and damp and mould. This …
The complaint is about: The landlord’s decision not to remove charges for repair works for leaks from the resident’s service charges. The landlord’s administration of the service charge account. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of an alleged illegal structure built by the neighbour in the back garden and associated staff conduct. Response to the resident’s reports of an insecure fence. Response to the resident’s reports of outstanding repairs at the property. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of noise disturbance from Flat A. The landlord’s response to the related complaint
The complaint is about the landlord’s: Response to the resident’s reports that her neighbour had removed her washing line from a communal area. Response to the resident’s reports of alleged anti-social behaviour by her neighbour. This investigation has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of regeneration works to the building and estate including: The provision of information about and notice of the works. The loss of allocated disabled parking bays. The commencement of works to construct a new block prior to the works being completed to the …
The complaint is about the landlord’s handling of the resident’s: Concerns about asbestos in her home. Allegation about the behaviour of a contractor. Requests for repairs to the bathroom extractor fan and garden gate. Complaint.
The complaint is about the landlord’s handling of: The pruning works to trees near the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of: The delays to repair the resident’s front and back doors. The resident’s reports of a faulty boiler and his concerns about carbon monoxide emissions. The associated complaint.
The complaint concerns: The cost of the communal district heating renewal to leaseholders. The landlord’s response to concerns raised regarding the communal district heating renewal. The related complaint.
This complaint is about: The resident’s request to be rehoused; The landlord’s response to the resident’s disrepair concerns, including: a roof leak, damp and mould; The landlord’s complaint handling; The landlord’s record keeping.
The landlord’s handling of reports of: Defective heating in the property. Damp and mould in the property. Repairs needed to the property. A rodent problem in the property. The related complaint.
The complaint is about the landlord’s handling of: The resident’s reports of a pest infestation in her former property. The associated complaint.
REPORT COMPLAINT 202110505 Arun District Council 26 January 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 […]
The complaint is about: The landlord’s response to the resident’s concerns about the condition of the property at the start of her tenancy. The landlord’s response to the resident’s reports of damp and mould throughout the property and its handling of repairs. The landlord’s response to the resident’s request for …
The complaint is about the landlord's handling of: The resident’s request for the kitchen to be adapted to allow for the installation of a dishwasher. The resident’s reports of cracks behind the boiler.
The complaint concerns the landlord’s response to: ASB reports and the request for hotel costs. Concerns regarding the level of support provided. Reports of damage to the bedroom and kitchen ceilings due to a leak. The related complaint.
REPORT COMPLAINT 202004589 Ealing Council 11 January 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: Decision to recharge the resident for a door replacement. Handling of the resident’s complaint.
The complaint is about the landlord’s handling of: Repairs to the guttering at the property; and The complaint.
The complaint is about the landlord’s: response to the resident’s reports about her neighbour and their dog’s behaviour; complaints handling.
The complaint concerns: The landlord’s response to concerns from the resident about the cause of fire in the property. The landlord’s handling of repairs following the fire. The level of support and financial assistance from the landlord. The landlord’s complaints handling. The landlord’s decision that it was not liable for …
This complaint is about the resident’s reports of the landlord’s handling of: Replacement of the shed roof. The resident’s roof and chimney repair. The resident’s concerns regarding the conduct of an operative.
The complaint is about the landlord’s: Handling of the resident’s antisocial behaviour (ASB) case. Response to reports that the fence had been removed.
The complaint is about the landlord’s response to the residents’ reports of: asbestos in the property. the air quality and lack of sufficient ventilation. priority for transfer based on overcrowding and an undersized bedroom.
The complaint is about: The landlord’s handling of the repair of a leak and remedial works required, including costs incurred by the resident.
The complaint is about: The landlord’s response to the resident’s concerns about the service provided by his Homeownership Officer (HO). The landlord’s handling of the resident’s queries about his service charge. The landlord’s response to the resident’s concerns about the handling of his personal information. The landlord’s complaints handling.
The complaint is about: The level of compensation offered by the landlord in recognition of delays in repairing leaks to his property in 2018. The landlord’s handling of the associated complaint.
This complaint is about the landlord’s response to the resident’s concerns about: The smoke alarms and gas safety checks at his property. An electrical inspection at his property. Debris falling from the flue flashing/ceiling on to his boiler.
This complaint is about the landlord’s handling of: The resident’s reports of Anti-Social Behaviour (ASB) by her neighbour’s adult son. The associated complaint.
This complaint is about: The resident’s request to be rehoused; The landlord’s response to the resident’s reports of leaks, damp and mould at the property; The landlord’s complaint handling; The landlord’s record keeping.
The resident complains about: The suitability of the property offered by the landlord in February 2020. The landlord’s handling of her subsequent concerns about the size of the property. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202115626 Lambeth Council 24 November 2022 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 request that a former outhouse at the property be rebuilt, given her concerns regarding the amount of space in her kitchen. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s: reports about repairs to her railing and gate; request for a building completion certificate; concerns about the behaviour of the landlord’s surveyor. The complaint is also about the landlord’s complaints handling.
This complaint is about the landlord’s: Response to the resident’s report of a leak and damage to his ceiling. Handling of the resident’s concerns about a member of its staff’s behaviour towards him. 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 |