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 query regarding: The obligation to pay service charges, which include a management fee with a 10-15% levy. Service charges. Demands for unpaid service charges and ground rent. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: complaint from June 2023 about noise disturbance because of improvement works. recent concerns about noise disturbance from improvement works. associated complaint.
The complaint is about: the landlord’s handling of the resident’s reports about damp and mould, including repairs to the gutters. the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s service charge queries. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: A fallen tree and damage caused to her fence Delays in the boiler installation Mould on the bathroom ceiling A window leak in the bedroom We have also considered the landlord’s complaint handling
The complaint is about the landlord’s: Response to the resident’s reports of damaged paving in a communal area. Response to her concerns about cleaning and grounds maintenance issues. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The resident’s request for a transfer. The Ombudsman has also investigated the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s: Concerns about the shared boiler flue system. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: reports of repairs and damp and mould in the property. reports of cracks and structural defects in the property. concerns about fire safety. request for it to make reasonable adjustments and provide a property that met his disability needs. rent …
The complaint is about the landlord’s handling of: The resident’s request for adaptations at her property. The associated complaint.
The complaint is about the landlord’s: handling of repairs to the resident’s boiler. response to her concerns about the conduct of an engineer. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about the landlord’s response to the resident’s concerns about: A leak in the kitchen A leak in the toilet room. Condensation on the pipes.
The complaint is about the landlord’s handling of: Damp and mould, including its associated communication. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks. Reports of squatters in a nearby property. Request to be rehoused. We have also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The resident’s request for a transfer. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: Reports of damp and mould. Associated complaint.
The complaint is about the landlord’s handling of: the resident’s reports of ASB. the resident’s request for a property transfer. the complaint.
The complaint is regarding the landlord’s handling of the resident’s concerns about: Increases in rent and service charges. Repairs to the communal front door. Repairs to the communal lift. Reports the communal television was not working. Maintenance of the communal garden. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s repair requests. 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 leaks, damp and mould in the property and the associated repairs. Concerns regarding vandalism in the communal car park. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Request for adaptions to the property, including concerns that the landlord did not properly consider her health needs. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports: His garden had been damaged. The hedges at the property were not being maintained.
The complaint is about the landlord’s response to Reports of anti-social behaviour (ASB) from a neighbour. A boundary dispute between the resident and the neighbour.
The complaint is about the resident’s concerns about the landlord’s: Communication about service charge payments. Live chat facility. Complaint handling.
This complaint is about the landlord’s handling of: The resident’s reports of leaks, damp, and mould in the property. The resident’s report of subsidence to the kitchen floor. The resident’s request for a replacement front door. The bath replacement. Its communication on the pre-action protocol process and compensation on the …
The complaint is about the landlord’s handling of the resident’s concerns about: Grounds and estate maintenance. The caretaker’s performance.
The complaint is about the landlord’s handling of: The resident’s report of a leak from the flat above into her bathroom and the resulting damp and mould. The associated complaints.
The complaint is about the landlord’s response to the resident’s reports of: Draughty windows. Damp and mould. Damage to his bedroom ceiling.
The complaint is about the landlord’s handling of: Repairs to the property. The resident’s reports of damp and mould. An external sewage leak. A pest infestation.
The complaint is about: The landlord’s handling of the resident’s request to sell their interest in the property. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s request for information on how the service charge is calculated. The associated complaint.
The complaint is about the landlord’s response to reports of heat loss 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 reports of damp and mould in the property. the resident’s reports of asbestos in the property. the resident’s reports of Antisocial Behaviour (ASB). the resident’s request to be rehoused. the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Concerns regarding staff conduct. Reports of antisocial behaviour (ASB). Reports of delays with installing safeguarding measures at the property. Concerns about a 'visit in pairs' marker . We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports about the standard of communal services, namely: Grounds maintenance. Communal cleaning. Complaint.
The complaint is about the landlord’s handling of the resident’s: Right to Acquire application (RTA). Communications and Complaint.
The complaint is about the landlord’s response to the resident concerning: His reports about communal issues including doors, an electricity bill and lighting. His reports about property repairs. His request for a managed move.
The complaint is about: the landlord’s changes to its allocations policy. the landlord’s handling of a rehousing application. The landlord’s complaints handling.
The complaint is about the landlord’s handling of: its investigation into a report of antisocial behaviour (ASB) involving the resident’s partner and her neighbour. repairs relating to a leak from the roof. the associated complaint.
The complaint is about the landlords handling of the resident’s: Reports of a leak and the associated roof repairs. Reports of damp and mould in the bedrooms of his home. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Repairs in the property. Mice infestation in the property.
The complaint is about the landlord’s: Response to the resident’s concerns about the increase in her service charge. Administration of the resident’s service charges. Response to the resident’s complaint about the managing agent. Response to the resident’s request for improvements to the block. Response to the resident’s request for evidence …
The complaint is about the landlord’s handling of: Repairs to internal doors. Repairs to the front external door. Repairs to external paving. The resident’s associated complaint.
The complaint is about the way the landlord handled the resident’s Right to Buy (RTB) application and associated boundary dispute. This report has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Concerns raised about the condition of the property on let and the associated repairs. Concerns raised about its communication with the resident. Concerns raised about the service of an eviction notice. The associated complaint.
The complaint is about the landlord’s response to: Repairs and replacement of windows. Kitchen repairs. Reports of concerns about contractor conduct. Reports of loss of heating and hot water and the repair of the boiler. Reports of a personal injury. Reports of a data breach. The Ombudsman has also considered …
The complaint is about the landlord’s: Handling of the resident’s subject access request (SAR). Response to the resident's reports that a contractor damaged his property and caused him an injury during bathroom adaptation works. Delays to approve accessibility adaptations.
The complaint is about the landlord’s handling of the resident’s: reports of an overgrown tree and concerns about the suitability of the tree. reports of damage caused to her car from the tree. the complaint. The resident complained to the landlord in May 2023 about damage to her car from …
| 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 |