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.
This complaint is about the landlord’s handling of: Repairs to the resident’s property including damp mould, damage to the kitchen floor, repairs to the front door and damage to walls in the communal area. The associated complaint.
The complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB) from the neighbour. The management transfer. Repairs to the electrics and front door. Communication with the resident.
The complaint is about the landlord’s handling of: The resident’s report of antisocial behaviour (ASB). The repair needed to the communal intercom system. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the resident’s toilet and their request for compensation. We have also investigated the landlord's handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports he did not receive £150 compensation offered to him from a previous complaint. Reports of anti-social behaviour (ASB). Associated complaint.
The complaint is about: the impact of the landlord’s handling of antisocial behaviour (ASB) issues on the resident’s health. the landlord’s handling of: allegations of ASB about the resident, and her concerns about information used by its officer. counter allegations of ASB. the complaint.
This complaint is about the landlord’s handling of: The works to address the damp and mould in the resident’s property. The resident’s report of damage to 2 wardrobes and their TV during their decant. The associated complaint.
The complaint is about the landlord’s response to: The resident’s reports about heat loss. The resident’s reports about damp and mould and delays in respect to ‘surveyor cubes.’ The resident’s request for compensation for items damaged by damp and mould.
The complaint is about the resident’s concerns that a faulty boiler caused increased electricity bills. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: reports of repairs to the flooring; associated complaint.
The complaint is about the landlord's response to the resident's: reports of antisocial behaviour (ASB). reports of an outstanding repair to her front door. request for a management transfer. request for reasonable adjustments. complaint.
The complaint is about the landlord’s handling of: The resident’s request for a move. The repairs to the resident’s property pending her permanent move. The associated complaint.
The complaint is about the landlord’s handling of: The repairs to the resident’s property. The resident’s complaint.
The complaint is about the landlord’s handling of: Remedial work to the resident’s garden . The resident’s request for her hedge to be replaced with fencing. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Damp and mould and associated repairs. Pest control reports. Antisocial Behaviour (ASB).
The complaint is about the landlord’s handling of: The resident’s request for repair to the steps and the handrail at the front of the property. The replacement of the resident’s front door. The associated complaint.
The complaint is about the landlord’s handling of compensation. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: reports of water penetration and associated damp and mould, including internal and external works. requests for compensation for damage to personal property. associated complaint.
The complaint is about the landlord’s response to the resident’s concerns around the condition of the block’s communal areas. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Kitchen repairs following damp works. The associated complaint.
The complaint is about the landlord’s handling of repairs to the front entrance door. 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 carbon monoxide leak from the boiler. We have also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s request for aids and adaptations in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour. complaint handling.
The complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB). the resident’s personal data. the associated complaint.
The complaint is about the landlord’s handling of: The resident's request for hot water and heating repairs. The associated complaint.
The complaint is about the landlord’s handling of the resident’s report of a leak in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of staff conduct. The removal of the resident’s property from communal areas.
The complaint is about the landlord’s response to the resident’s: queries about landscaping works. request for noise disturbance compensation. concerns about water meter access. concerns about cladding works. concerns about communications. reports of a leaking balcony. reports of dogs residing in the building. concerns about the cleanliness, maintenance and security …
This complaint is about the landlord’s handling of: The resident’s reports of water ingress. The associated complaint.
The complaint is about the landlord's handling of: The resident’s reports of damp and mould in the property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of poor cleanliness and pest infestations in the bin storage room. The landlord’s complaint handling has also been considered.
REPORT COMPLAINT 202419288 Sanctuary Housing Association 28 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. […]
The complaint is about the landlord’s handling of reports of damp and mould in the property, and the associated repairs. We have also considered the landlord’s complaint handling.
The complaint is about the: The landlord’s handling of repairs to the windows. The landlord’s handling of repairs to the shed roof. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s: Response to the resident’s concerns about pigeon spikes. Response to the resident’s concerns about the carpark gate. Complaint handling.
The complaint is about the landlord’s handling of: Theft of the resident’s belongings from his van. Request for CCTV footage relating to theft of the resident’s belongings. Repair issues to the CCTV and communal gate. The complaint.
The complaint is about: The landlord’s handling of the resident’s request to replace the fence at her property. The landlord’s complaint handling.
This complaint is about the landlord’s handling of: The resident’s reports of a roof leak and the time taken for it to remove scaffolding so the required repairs could be carried out. The associated complaint.
The complaint is about the landlord’s: handling of the resident’s reports of damp and mould. complaint handling.
The complaint is about the landlord’s handling of: A compensation payment offered in a previous complaint. The associated complaint.
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 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 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.
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: Repairs to a leak. The associated complaint.
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.
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 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: An emergency repair to the resident’s bathroom light. The resident’s reports of communal lighting repairs.
| 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 |