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 the resident’s: Reports of antisocial behaviour (ASB) and communication from the Housing Officer (HO). Request for a move to another property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Concerns about damp and mould within the property. Request to transfer to another property. Associated complaint.
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.
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 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 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: The resident’s reports about anti-social behaviour (ASB). Repairs to the communal areas of the building. Repairs within the resident’s property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of repairs to gutters, boiler, and radiators. Response to concerns about the conduct of contractors. Response to a request for a refund.
The complaint is about the landlord’s decision not to apply for possession of a property on the estate where the resident lives. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the leaseholder’s reports of: External cracks appearing at the property. Repairs to the bin store gate. Safety issues with the ground in the car park area. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s: oversight of communal repairs. response to the resident’s concerns about communal cleaning. scrutiny of the managing agent’s accounts.
The complaint is about the landlord’s handling of: cyclical repairs to the resident’s bathroom. repairs to the fence. the resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s requests for information about the service charge. The landlord’s response to the resident’s concerns about the accuracy of the actual service charge and requests for reimbursement.
The complaint concerns the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) and noise. Request for a transfer and concerns about the landlord’s failure to consider his vulnerabilities.
The complaint is about: The landlord's handling of the resident's concerns about the condition of the property when let. The landlord's handling of the resident's reports of damage to her washing machine. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports about communal lighting. Reports of leaks, damp and mould, and associated repairs. Reports of a pest infestation. Complaint.
The complaint is about the landlord’s handling of: A loss of heating and hot water. Lift repairs. The resident’s concerns that his front door was not secure. Repairs to the toilet. Repairs to the bathroom. Discretionary repairs. This report also considers the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s communication on rent increases and rent arrears. The Ombudsman is also investigating the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of reports of a leak from the above property, and the associated repairs. The Ombudsman has also considered the landlord’s: Complaint handling. Record Keeping
The complaint is about: An increase in the resident’s service charge. The landlord’s response to the resident’s report of a fault with the communal lighting in her block.
The complaint is about the landlord’s handling of: The installation of loft insulation and the resident’s request for a new front and back door. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to a bedroom window. Reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about: Parking arrangements. Staff conduct.
The complaint is about the landlord’s response to the resident’s: Complaint about damage caused to his kitchen. Concerns about his son being removed from his tenancy. Request to transfer from a joint to sole tenancy. Concerns about its administration of his rent account. Concerns about harassment by the landlord. The …
The complaint is about the landlord’s handling of: Repairs to the balcony. The resident’s request for reasonable adjustments. The associated complaint.
The complaint is about the landlord’s: Response to the resident's request for it to rehouse her due to overcrowding and repairs. Handling of the resident's reports of rats in the property. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns about asbestos works. Complaints handling.
The resident has complained that the landlord missed an appointment to inspect damp and mould in her home. The Ombudsman has also assessed the landlord’s complaint handling.
This complaint is about the landlord’s response to the resident’s reports of: A leak from a radiator and the loss of heating and hot water. Issues with the electricity to the upstairs of her property. A leak from her roof. Damp and mould in her property and her concerns that …
The complaint is about the landlord’s handling of the resident’s concerns regarding asbestos 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 about gases entering the property. The resident's concerns about whether the carbon monoxide alarms were working correctly. The installation of a kitchen extractor fan. The resident’s reports of the neighbour interfering with her water and power supply. The associated …
The complaint is about the landlord’s response to the resident’s reports of: a leak from the roof. antisocial behaviour (ASB). This report has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: repairs in the kitchen, living room and bathroom. roof repairs and associated damp and mould in the property. asbestos in the ceilings. repairs to the heating and hot water in the property. a pest infestation. antisocial behaviour concerning a neighbour. a temporary …
The complaint is about:
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. 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 (ASB). The resident’s complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour and noise nuisance from her neighbour. Decision to offer the resident’s neighbour an assured tenancy. Response to the resident’s concerns it had discriminated against her by granting her a starter tenancy and not an assured tenancy. …
The complaint is about: the impact of the landlord’s handling of issues on the resident’s health. the landlord’s handling of reports of roof, guttering and brickwork repairs and of the related internal repairs. We have also considered the landlord’s: record keeping. complaint handling.
The complaint is about: The level of a service charge for fire-safety. The landlord’s responses to the resident’s queries about his service charge. The landlord’s handling of the associated complaint.
REPORT COMPLAINT 202409246 Wandle Housing Association Limited 13 January 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: reports of damp and mould. reports of responsive window, immersion heater, and trickle vent repairs. concerns about cleaning of communal areas. concerns about communication. associated 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 |