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: Damp and mould, water ingress and subsequent repairs to the bedroom ceiling. The resident’s concerns about asbestos. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord's handling of the resident’s reports about damp and mould. Complaint handling
The complaint is about the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB). Transfer request.
This complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The resident’s reports of inappropriate staff conduct. The contact restrictions it applied to the resident. The resident’s subject access requests (SAR). The associated complaints.
The complaint is about the landlord’s handling of the temporary accommodation, following a leak. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s: payment of compensation, and implementation of the resident’s request for a reasonable adjustment following an earlier Ombudsman determination. complaint handling.
The complaint is about the landlord’s: response to concerns about a kitchen and bathroom upgrade. handling of repairs following a roof leak. handling of reports of damp and mould. handling of concerns about scaffolding at the property. complaint handling.
The complaint is about the landlord’s response to: The resident’s request for a refund of the credit balance on his rent account, including interest and compensation. The resident’s reports that the landlord had not made reasonable adjustments. The resident’s reports that a member of staff had made inappropriate comments. The …
The complaint is about: The landlord’s handling of repairs to address blocked guttering from nesting pigeons, and its handling of follow-on repairs. The landlord’s response to the resident’s reports about damp and mould in the bedroom and its handling of repairs to address a leak, damp, and mould in the …
The complaint is about the landlord’s handling of the resident’s: Reports of damp, mould, and a leak inside the property. Reports of a broken balcony door. Query about her housing priority date.
The complaint is about the landlord’s handling of: Repairs to the kitchen and bathroom. Damp and mould in the property and associated repairs. Repairs to balcony railings. Repairs and decoration to a bedroom ceiling. The associated complaint.
The complaint is about the landlord’s handling of the resident’s request for it to remove a tree beyond her garden fence. We have also looked at the landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Handling of adaptations to the driveway following an occupational therapist assessment. Handling of void works in the property. Complaint handling.
The resident’s complaint is about: The landlord’s handling of reports of anti-social behaviour (ASB). The landlord’s response to the resident’s concerns around the conduct of a member of the landlord’s staff. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of: An ongoing leak causing damp and mould. Her needing a kitchen replacement. How the out of hours team dealt with her request to remove a dead rat.
REPORT COMPLAINT 202444531 Sage Homes RP Limited 24 July 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 […]
The complaint is about the landlord’s handling of: The resident’s rehousing application. Reports of damp and mould and the associated remedial repairs. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Damp, mould, and associated window and door issues. Communal maintenance concerns.
This complaint is about how the landlord handled reports of a leak from a neighbouring property into the resident’s property. We have also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Handling of the resident’s concerns about a boiler issue. Response to the resident’s reports of damp and mould. Handling of the resident’s reports of a porch leak. Response to the resident’s concerns about asbestos. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s transfer request. The resident’s reports of antisocial behaviour (ASB). Repairs, damp and mould. The resident’s report that her bathroom is unsafe. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s reports of: a roof leak property damage as a result of the leak The Ombudsman has also considered the landlord’s: complaint handling record keeping
The complaint is about the landlord’s: Maintenance of an external communal area at the resident’s property. Complaint handling.
The complaint is about the landlord’s handling of: An emergency request to access a communal cupboard. The associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about parking. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak causing flooding to the property. Associated complaint.
The complaint is about the landlord’s handling of: The resident’s housing transfer application for a move on medical grounds. A safeguarding referral. The associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about: Her rent and service charge. The sign-up process. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s reports about: The condition of the property, including damp and mould, excess dust, and excessive cold. The conduct and opinion of surveyors. Anti-Social Behaviour (ASB). We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of structural movement of the property. Reports of damp and mould and the associated damage to his belongings.
The complaint is about the landlord’s: Handling of the repairs to the kitchen. Handling of the repairs to the bathroom. Response to the resident’s complaint. Consideration of the resident’s vulnerabilities. Record keeping.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould as well as concerns about energy efficiency and cavity wall insulation. Complaint.
The complaint is about the landlord’s response to the resident’s: Request for a key fob. Reports of antisocial behaviour (ASB). Reports of suspected lodgers living at neighbouring properties. Associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of a loss of heating and hot water. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reported water leaks and damage caused; the associated complaint.
The complaint is about the landlord’s: Handling of reports of subsidence. Complaint handling.
The complaint is about the landlord’s: Position regarding an upgrade to the property’s heating system. Handling of repairs to the property’s storage heaters. Handling of repairs to the property’s garden gate and fence. Response to the resident’s request for a managed move. Complaint handling.
The complaint is about the landlord’s handling of: planned works in the resident’s property and the conduct of the contractor’s staff. the reports about the handling and suitability of the temporary accommodation. the associated complaint.
The complaint is about the landlord’s handling of: A roof leak, damp and mould, and internal repairs. The resident’s reports of damage caused to her possessions. The Ombudsman has also considered the landlord’s: Complaint handling. Knowledge and information management.
The complaint is about the landlord’s handling of the resident’s: Concerns about a new lock in the front door of the property. Request for a fence to be installed in the front garden. Reports of damp and mould, and associated repairs within the property. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of a leak in her garden. We have also looked at the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: Repairs in the property including asbestos, damp, and mould. Communication. The Ombudsman has investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s transfer application and banding. Overcrowding in the resident’s property. Damp and mould in the resident’s property. The resident’s request for a temporary move. The complaint. The landlord’s complaint policy defines a complaint as an expression of dissatisfaction, however made about …
The complaint is about the landlord’s handling of: Repairs to the lifts. Leaks in the communal areas. Individuals sleeping in the communal areas. The resident’s housing application and banding. Reports of statutory overcrowding in the resident’s property.
The complaint is about the landlord’s handling of the residents: Reports of leaks in the property. Associated complaint.
This complaint is about the landlord’s handling of: The resident’s concerns about the replacement of communal lifts. The associated complaint
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in her home. The resident’s concerns about the safety of the electrics in the property. This service has considered the landlord’s complaint handling.
REPORT COMPLAINT 202331300 Estuary Housing Association Limited 15 July 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 […]
The complaint is about the landlord’s response to the resident’s: Request for a smoke test to establish how cooking fumes were entering the property. Concerns raised regarding the landlord’s management of asbestos within her property. Concerns raised regarding her fences at the property. Concerns raised about her health and wellbeing …
The complaint is about the landlord's handling of the recovery of service charge arrears. We have also considered the landlord’s complaint handling.
| 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 |