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: Faults with the resident’s mechanical ventilation system. The resident’s report of smells from a bathroom drain. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the: Resident’s concerns the fence she installed might lead to her eviction. Outstanding repairs in the resident’s property, including for damp and mould. Resident’s reports of antisocial behaviour (ASB). Resident’s request to move. The Ombudsman has also addressed the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of damp, mould and related outstanding repairs. Complaint. This report has also assessed the landlord’s record keeping.
The complaint is about: the impact of repair issues on the resident and her daughter’s health. the landlord’s: response to reports of a leak in the property, handling of repairs and the resident’s request to be decanted. response to repair reports about a hoist in the property. response to repair …
The complaint is about the landlord’s: Response to temporary accommodation not having electricity when the resident moved in. Response to the resident’s concerns regarding the duration of the temporary move. Handling of the complaint.
The complaint is about: The landlord’s response to the resident’s concerns about the garden shed. The landlord’s handling of the resident’s requests for repairs to the patio doors. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s reports of a pest infestation. The resident’s request to be rehoused.
This complaint is about the landlord’s handling of the resident’s reports of damp and mould. This investigation has also considered the landlord’s: Record keeping. Handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: The condition of the property when let. Repairs to the balcony door and glass. The associated complaint.
The complaint is about the landlord’s handling of: Hot water repairs Front door repairs.
The complaint is about the landlord’s handling of the resident’s concerns regarding: Antisocial behaviour (ASB). Her information request relating to the infrastructure of the block/estate. Access to her medical records. A referral to mental health services. Staff conduct. The Ombudsman has also addressed the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s: Reports of drafts coming in from the windows. Request for the windows to be replaced earlier than planned. This Service has also considered the landlord’s handling of the complaint.
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 repairs to a communal lift. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of communal lift repairs. This service has also considered the landlord’s handling of the resident’s complaint.
The complaint concerns: The landlord’s handling of the resident’s reporting of damp and mould. The landlord’s decision not to decant the resident. This report has also considered: The landlord’s complaints handling. The landlord’s record keeping.
The complaint is about: The landlord’s response to flooding at the property. The landlord’s handling of the decant. The landlord’s handling of repairs. The landlord’s handling of the resident’s personal data. The landlord’s response to damage caused to the resident’s possessions by the flooding. The landlord’s handling of the associated …
The complaint is about the landlord’s handling of the resident’s: request for information about the actual service charges for 2020-21; concerns about the amount he was being charged for services, and the consultation process for non-essential services; associated complaint.
The complaint is about the landlord’s: Response to the resident’s concerns about her oven and kitchen units. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of roof leaks affecting the property and associated damage caused. Request for a service charge refund due to lack of service. Request for compensation relating to boiler damage/new boiler. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in the property. Concern that damp and mould issues had impacted on the health of her household. Reports of silverfish in the property, as a result of damp and mould. Reports of a blocked toilet. …
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Reports of damage caused by rats. Complaints. The investigation has also considered the landlord’s information management in respect of this complaint.
The complaint is about the landlord’s: Handling of repairs to a toilet at the property. Handling of the associated complaint. Record keeping.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. Repairs to the plumbing in the property. The resident’s requests for new storage heaters. Window repairs. The associated complaint.
The complaint is about: The landlord’s response to the resident’s report of a faulty fridge-freezer. The landlord’s handling of the associated complaint.
The complaint concerns the landlord’s handling of: The resident’s reports of damp and mould in her previous property. The resident’s reports about the felling of a tree and the subsequent damage caused to the property. The resident’s concerns about the electrics at the property. The resident’s reports of issues with …
The complaint is about: The landlord's handling of the resident's decant. The landlord's handling of the resident's request to access her belongings in storage.
The complaint is about the landlord’s handling of: The resident’s report of damaged cladding. The associated complaint.
The complaint is about the landlord’s response to: the resident’s reports of anti social behaviour, and; requests for additional security measures. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: the landlord’s response to repair needs following water ingress. the landlord’s complaint handling and the level of compensation offered. the resident’s report of poor customer service.
The complaint is about: The landlord’s handling of reports that the resident behaved unacceptably towards its staff. The landlord’s handling of the installation of a gas meter. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about: his application to purchase a property through the right to buy scheme; disrepair at his property, including a pest infestation, damage to the walls, and damp and mould; the landlord’s handling of his decant into temporary accommodation; his …
The complaint is about: The landlord’s handling of repairs to the resident’s toilet. The landlord’s response to the resident’s reports of poor conduct from its staff and contractors. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of the repair issues to the guttering and downpipe. The associated complaint.
The complaint concerns the landlord’s handling of: Reports of faulty electrics at the property. Reports regarding the communal and bin doors being broken and accessed by non-residents. The related complaint.
The complaint is about: the compensation offered to the resident by the landlord for the loss of heating and hot water. the landlord’s handling of the resident’s complaint.
This complaint is about the landlord’s handling of the resident’s reports of: repairs required to the electrics in the property including the associated removal of asbestos material. clearance of rubbish from the garden the related complaint.
This complaint is about the landlord’s response to: the resident’s report of human waste coming through the ventilation unit in the bathroom. the related complaint
The complaint is about the landlord’s: Handling of the resident’s gas safety concerns. Complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of a leak in the storage cupboard at her property and the handling of the repairs. The landlord’s complaint handling.
The resident has complained about: the landlord's handling of repairs to the heating and hot water. the compensation awarded specifically for a lack of heating and hot water for the period 5 August 2021 to 16 September 2021.
The complaint concerns the landlord’s handling of: The resident’s reports of the poor condition of her property’s boundary wall. The associated formal complaint into this matter.
The complaint is about: The landlord’s response to the resident’s reports of a faulty bathroom design. The landlord’s response to the resident’s reports of fire doors being left open. The landlord’s response to the resident’s reports of a malfunctioning fire alarm panel. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports about: Repairs to the communal entrance door and intercom . Lack of communal smoke alarms. Rodent issues. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s queries about service charges. The landlord’s handling of the resident’s concerns about the level of cleaning in the bin store area. The landlord’s contact with the resident’s mortgage lender.
The complaint is about the landlord’s response to the resident’s reports of: The quality of cleaning to the windows at the property. The contractor's conduct and use of PPE. The landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s parking permit application. The landlord’s response to the resident’s concerns about Penalty Charge Notices (PCN’s) issued against her.
The complaint concerns the landlord’s: Handling of repairs to resolve water leaks into the property. Compensation offer to the resident for delays in fixing the leaks. Formal complaint into these matters.
The complaint is about: The landlord’s response to the resident’s request for rehousing. The landlord’s complaint handling.
The leaseholder has complained: That the landlord has not taken sufficient action in response to reports of antisocial behaviour. That the landlord did not respond to a reported leak in good time; and did not handle the resulting claim for compensation correctly. About the handling of the resulting formal 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 |