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 that she was coerced into signing a letter to end her previous joint tenancy. Reports of domestic abuse (DA). Request for rehousing. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: the resident’s reports of outstanding repairs of a toilet leak. the resident’s reports of outstanding repairs including to a roof leak. the resident’s reports of damp and mould. the resident’s reports of barriers to his parents requesting repairs and of its staff …
REPORT COMPLAINT 202323486 Irwell Valley Housing Association Limited 18 March 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 complaint is about the landlord’s handling of the resident’s queries about service charges. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Fire alarm tests in the block. The resident’s reports of pests. The resident’s reports of damp, mould and foul-smelling odour.
The complaint is about the landlord’s response to the resident’s: request for a stock condition survey request for bathroom repairs report of a leak The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of Anti-Social Behaviour (ASB) complaint handling
The complaint is about the landlord’s handling of: Repairs to the communal gate. Service charges.
The complaint is about the landlord’s handling of: The sale of the resident’s property. The associated complaint.
The complaint is about the landlord’s communication around its repair responsibilities. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of a rodent infestation. The resident’s dissatisfaction with a contractor’s behaviour at the property. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports about: Repairs to radiators in the bathroom, bedroom, associated damage, and increased energy usage at the property. A radiator to be installed in the living room. The slabs to be replaced and removal of the waste in the garden. …
The complaint is about the landlord’s handling of: Leaks to the resident’s property. Subsequent repair works. The associated complaint.
The complaint is about the landlord’s: Decision to issue the resident with a letter concerning her conduct towards a member of staff in September 2022. Handling of a telephone conversation with the resident in November 2022. Handling of the resident’s reports of anti-social behaviour. Handling of the resident’s subject access …
The complaint is about the landlord’s handling of the resident’s: Reports of safety issues in the kitchen. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: application to be on the council’s waiting list. complaint made in 2017 about antisocial behaviour (ASB). reported nuisance caused by her neighbour’s dog including its communications with her. request for a management move. associated complaint.
The complaint is about the landlord’s handling of: The resident's reports about the standard and frequency of grounds maintenance in the car park area. The associated complaint.
This complaint is about the landlord’s handling of: The resident’s reports of high energy usage following the installation of a new heating system in August 2022. The resident’s reports of high energy usage following the installation of storage heaters in April 2024. The resident’s complaint about a guttering repair.
The complaint is about: The landlord’s handling of the resident’s reports of problems with the heating system and thermostat. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s response to the resident’s: Report of a leak. Request: That it buy back his property. For information relating to his property. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s response to: The resident's reports of repairs to their bathroom. The resident’s concerns that the communal gardens and bin areas were not being regularly maintained and fly tipping. The resident’s concerns about the standard of the communal cleaning at their block. This complaint is …
The complaint is about the landlord’s handling of the resident’s reports of: Faults with the storage heaters and the time taken to replace them. Damp and mould and associated repairs. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of an electrical house fire. Associated complaint.
The complaint is about: The landlord’s handling of the resident's request to move. The landlord's handling of the resident's complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Leaks, damp and mould in her home, together with the associated repairs. Antisocial behaviour (ASB) from her upstairs neighbour. The Service has also considered the landlord’s record keeping.
The complaint is about the landlord’s response to: The resident’s concerns about her boiler. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) and concerns of domestic abuse. Request for a managed move. The associated complaint.
The complaint is about the landlord’s handling of records relating to the resident. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The replacement of the heating system and the resident’s reports of damp and mould. Request for soundproofing. Request for a replacement kitchen. The related complaint.
The complaint is about the landlord’s handling of: An emergency repair to the resident’s bathroom light. The resident’s reports of communal lighting repairs.
The complaint is about the landlords: Handling of the resident’s reports of repairs at the property. Complaint handling.
The complaint is about the landlord’s handling of: The repair required to the resident’s boiler and the resident’s reported increase in energy usage. The resident’s issues with a decoration voucher. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202319794 Regenda Limited 7 March 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. This […]
The complaint is about the landlord’s handling of the resident’s reports of repairs to her windows. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of foul smells from drains in the property.
The complaint is about the landlord's handling of the resident’s: Reports of antisocial behaviour (ASB). Concerns about the neighbour’s CCTV. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Report that a patch of land bordering the property is in poor condition, and that this has led to maintenance issues and an infestation of rats. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Request for permission to install CCTV. Reports of repairs. Concerns about staff conduct. Concerns about its management of her rent account. Concerns about an alleged data breach. The Ombudsman has also considered the landlord’s complaint …
The complaint is about the landlord’s handling of: Repairs to the resident’s boiler. The associated complaint.
The complaint is about the landlord’s response to the resident about: A claim for a fall. Entry fobs. Staff conduct. Its complaint handling.
The complaint is about the landlord’s response to the resident about: Draughty windows and doors. Damp and mould.
The complaint is about the landlord’s response to the resident about: Repairs for the roof, stack pipe and patio door. A lean-to. Her concerns about a loft conversion to a neighbouring property.
The complaint is about the landlord’s handling of the resident’s: Report of a leak. Associated complaint.
The complaint is about the landlord's response to the resident’s: Concerns about a reference provided to another landlord. Request to check storage heaters. Request for a housing transfer.
The complaint is abou t: The landlord disclosing the resident’s information to third party organisations. The landlord’s handling of the resident’s anti-social behaviour (ASB) case. The landlord’s complaint handling.
The complaint is about the landlord's handling of the: adaptations to the resident's current property; repairs to the footpath and driveway at the resident's current property; resident's request for her fence repair costs to be refunded; adaptation and extension of the resident's new property; resident’s reports of window repairs and …
The complaint is about the landlord’s handling of: The resident’s reports that her electric meter was incorrectly wired. The associated complaint.
The complaint is about the landlord’s: handling of communal grounds maintenance services. complaint handling.
The complaint is about the landlord’s: Handling of reports of a faulty boiler. Response to the resident’s request for compensation for her energy usage. We have also considered the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of her reports of: Multiple outstanding repairs. Concerns about staff conduct. A cannabis smell from a neighbouring property. This service has 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 |