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 reports of drainage issues. the landlord’s response to the resident’s request for a permanent solution in respect of the drainage. the landlord’s complaint handling.
The complaint is about: emergency signage, ducting and lighting installed by the landlord in communal areas of the building. the landlord’s response to the resident’s concerns about emergency signage, ducting and lighting installed in the communal areas of the building. The Ombudsman has also assessed the landlord’s handling of the …
The complaint is about the landlord’s handling of: The resident’s request for a replacement kitchen. A woodlice infestation. The resident’s complaint.
This complaint is about the landlord’s response to the resident’s: Report of repairs at her property in August 2020. Request to be permanently rehoused.
The complaint is about: The landlords handling of works to cut back overgrown vegetation encroaching on the resident’s garden. The landlord’s handling of works to install additional fencing around the resident’s garden. The landlord’s handling of repairs to an outhouse door. The landlord’s complaints handling.
This complaint is about:
The complaint is about the landlord’s response to the resident’s reports about: damp and mould in June 2019. damp and mould from October 2020. a bedroom being uninhabitable and his daughter sleeping in the front room.
The complaint is about: The landlord’s response to repairs to the windows – specifically the quality of works and delays experienced and request for compensation. The landlord's handling of the resident’s reports of leaks through the boiler flue which resulted in an intermittent lack of hot water and heating. The …
The complaint refers to the landlord’s handling of: Repairs to unblock the resident’s bath pipe. The associated complaint.
The complaint is about the landlord’s response to the resident about: Repairs reports for a communal kitchen stack pipe in 2019. Reimbursement for repairs to a communal bathroom stack pipe in 2020.
The complaint is about the landlord’s handling of the resident’s reports of:
This complaint is about the landlord’s handling of: the resident’s right to buy application; the resident’s request to meet with the mayor; a leak from above into the resident’s property; the resident’s request for bathroom adaptations.
The complaint is about the landlord’s handling of: The resident’s reports of repairs to the property, including to address damp and mould. The resident’s reports of pest issues in the property. The resident's request to be moved to a larger property. The associated formal complaint raised.
The complaint is about the landlord’s response to the resident’s concerns about:
The complaint is about the landlord’s response to the resident’s reports of: A leak at the property and the subsequent repairs and associated damage. Asbestos at the property. The landlord’s complaint handling, communication and customer service.
The complaint is about: The landlord’s handling of the resident’s request for a transfer under medical grounds. The landlord’s handling of the resident’s reports concerning damp and mould at the property, including outstanding repair issues. The landlord’s handling of the resident’s request for compensation for outstanding repair issues at the …
The complaint is about: The landlord’s response to the resident’s reports of damp and mould issues. The landlord’s failure to communicate in response to the resident’s complaints.
This complaint is about:
REPORT COMPLAINT 202100331 Lambeth Council 8 January 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 concerns: The landlord’s decision to remove plants from the resident’s balcony. The formal complaint into the matter.
The complaint is about the landlord’s decision not to grant permission for adaptations at the property, specifically, an extension. The complaint is also about the landlord’s handling of the request for permission to make adaptations at the property.
This complaint is about:
The complaint is about: The landlord’s handling of the resident’s reports of an odour coming from her neighbour’s property. The landlord’s complaint handling.
REPORT COMPLAINT 202102033 Wokingham Borough Council 22 December 2021 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 […]
REPORT COMPLAINT 202016001 Brentwood Borough Council 20 December 2021 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 resident complains about the fence replacement the landlord carried out at his property, and its response to his subsequent formal complaint about the matter.
The resident’s complaint is about: The conduct, behaviour and comments by landlord staff made to her when visiting her property, with or without prior notice. Window repairs. Bathroom heating. The landlord’s response to damp and mould reports. Repairs to her front path. The front door is not to her agreed …
This complaint is about the landlord’s handling of: the resident’s anti-social behaviour (ASB) reports; the resident’s complaint about staff conduct.
The complaint concerns how the landlord handled repairs to: The guttering of the building. The shower in the resident’s property.
The complaint is about: The landlord’s handling of follow-on works from its previous gas safety service in January 2020. The landlord’s handling of the resident’s annual gas safety service. The landlord’s handling of the associated complaint.
The complaint refers to: The landlord’s handling of the resident’s reports of repairs needed to the external doors of the property, the wooden external panels and her concerns about pests in the property. The resident’s further concerns related to new repair issues, including a leak into her shower room and …
The complaint is about the length of time taken by the landlord to complete restorative repairs at the resident’s property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint refers to: The landlord’s handling of the repairs needed to the resident’s front and back doors, windows and cupboard door in her bedroom. The resident’s concerns about repairs needed to her kitchen and plastering . The landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to: Repairs within the resident’s property and within her block prior to July 2017. Concerns raised about renovation works to the resident’s block of flats between 2003 and 2005. The resident’s concerns that there was no caretaker for the building, and that the …
The complaint is about:
The complaint is about: The repairs service provided by the landlord. The landlord’s response to concerns regarding staff conduct. The landlord’s complaint handling.
The resident complains about:
REPORT COMPLAINT 202010775 Lambeth Council 23 November 2021 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 reports of repair issues with her bathroom and kitchen, and the amount of compensation subsequently offered. The Ombudsman has also considered the landlord’s complaint handling in this investigation.
The complaint is about the landlord’s response to the resident’s reports of damage to her property caused by a defective external wastepipe. The report will also address the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s reports of antisocial behaviour (ASB).
The complaint is about the landlord’s handling of: - The resident’s report of a flood in her bathroom. The resident’s reports of consequential damage to the bathroom and kitchen. The resident’s complaint.
The complaint is about the: landlord's handling of a toilet blockage from 2019 – 2020. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of:
The complaint is about: The height of trees in a neighbouring garden. The landlord’s response to the resident’s concerns about the above.
The complaint is about: The landlord’s handling of the resident’s reports of a range of different repairs, including leaks, damp and mould. The landlord’s complaint handling. The impact the condition of the resident’s property had on her family’s health.
REPORT COMPLAINT 202016004 Southwark Council 16 November 2021 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 handling of the resident’s: reports of boiler repairs prior to September 2020. reports of boiler repairs in September 2020. complaint that the landlord’s contractor damaged her flooring. subsequent formal complaint.
This complaint is about the landlord’s handling of: the resident’s reports that a lean-to was unlawfully removed; works it had agreed to complete to allow the reinstatement of the lean-to; the resident’s concerns about the validity of a guarantee for external wall insulation (EWI) works.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour from the flat below. The landlord’s response to the resident’s request for a refund of rent for the time that he was living away from his property. The landlord’s response to the resident’s request for a …
| 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 |