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 handling of the resident’s reports of: Damp and mould. The kitchen sink needing to be replaced. Works needed to the loft, including renewal of the loft insulation and a hole in the party wall. Repairs to the front and rear doors and frames. Repairs …
The complaint is about the landlord’s handling of: The resident’s reports of issues within his property, including damp and mould, and asbestos. The resident’s reports of no gas supply and subsequent lack of heating and hot water in his property. The resident’s reports of mice within his property. The resident’s …
The complaint is about the landlord’s handling of the resident’s: Repairs and improvements to the property, including: heating and boiler repairs. toilet repairs. bathroom repairs. kitchen repairs and renewal. window renewal. attendance of repair appointments. communication. Concerns about staff and contractors including: conduct whilst working in the property. taking photographs …
The complaint is about the landlord’s response to the resident’s reports of damp and mould. We have also considered the landlord’s handling of the: Resident’s request for a permanent transfer to alternative accommodation. Associated complaints.
The complaint is about the landlord’s handling of: A gas check appointment. The complaint. The landlord operated a 2 stage complaints process. It said it would log a new complaint within 5 working days. It would respond at stage 1 within 10 working days unless it needed an extension. It …
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: The resident’s reports of ongoing antisocial behaviour (ASB) and noise. The complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s roof and kitchen window. The associated complaint.
The complaint is about the landlords handling of the resident’s reports regarding: The conduct of grounds maintenance contractors. Cleaning of communal areas. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of the resident’s: request for his housing priority bidding band to be changed reports of damp and mould request for the carpet flooring in the property to be replaced with hard flooring We have also considered the landlord’s complaint handling.
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: Reports of a leak to the outhouse roof. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Concerns with planning permission for the ground floor flats within the communal block. Reports of antisocial behaviour (ASB). Concerns with grounds maintenance. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of pests in the property. Concerns raised in relation to the condition of the: Internal doors. Flooring. Kitchen.
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 concerns regarding its communication about and use of fire-retardant paint in the communal areas. The complaint.
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould, associated repairs, and a move to temporary accommodation. Request for compensation for damage to belongings. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of water in the communal lift pit. Request for a service charge refund. We have also considered the landlord’s complaint handling.
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 response to the resident's reports of an odour in her property. This report has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks and associated repairs within the property coming from a communal water tank facility. Associated complaint.
The complaint is about the landlord's handling of: Repairs to the heating and hot water system at the resident's property. Reports of leaks and associated repairs. Repairs to damp, electrics, plaster cracks, and make good works. The associated complaint.
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: garage door repairs. front door repairs. damp and mould. leak issues from above and the resident’s request that it decorate. reports of an insect infestation. the request that it replace the living room radiator.
The complaint is about the landlord’s handling of: The resident’s reports of noise coming from the hot water cylinder in her property. The resident’s complaint.
The complaint is about the landlord’s response to the resident’s concerns about: The standard of cleaning and condition of the communal areas of her estate. Vermin in the communal area. 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 local council’s consideration of the resident’s housing application and the associated banding. The conduct of the local council’s staff in respect of housing allocation. The landlord’s response to the resident’s reports of noise. The landlord’s complaint handling.
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 the resident’s report of: A roof leak and the handling of remedial repairs. Damage to personal property. The Ombudsman has also decided to investigate 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 handling of the resident’s rehousing application. The landlord’s handling of damp and mould. The landlord’s response to the resident’s concerns about staff conduct. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of concerns about: The property condition following a mutual exchange. A right of way. Reports of antisocial behaviour (ASB).
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 handling of repairs to the front door. The landlord’s response to the resident’s concerns about fire safety. The landlord’s response to the resident’s concerns about disruption caused by major works and her request to be moved. We have also considered the landlord’s complaint handling.
The resident’s complaint is about the landlord’s: Response to reports of a faulty Air Source Heat Pump (ASHP). Handling of the associated complaint.
This complaint is about the landlord’s response to the resident’s: report of repair to their back garden fence. concerns about the risks posed by trees in their back garden.
The complaint is about the landlord’s handling of the resident’s report of poor staff conduct. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports that she did not view the property before sign up and subsequently found the kitchen too small for appliances. Request of a second entrance door key. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of required repairs and antisocial behaviour (ASB) in the communal areas of the property. Associated complaint.
The resident has complained about: The landlord’s handling of a boiler replacement. The associated complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Cracks in the wall of the property. Missing roof tiles. We have also considered the landlord’s handling of the associated complaint.
The complaint is regarding the landlord’s handling of: Planned works to replace the windows in the property. The resident’s complaint.
The complaint is about the landlord’s handling of: reports of damp and mould and the associated remedial repairs 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 |