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 about polystyrene ceiling tiles in her property. The landlord’s failure to provide the resident with information about the presence of asbestos in her property at the start of the tenancy and subsequently. The landlord’s response to the resident’s request …
The complaint is about the landlord’s: response to the resident’s reports about the condition of the property at the start of the tenancy. handling of repairs to the resident’s property. handling of roof repairs to the resident’s property. complaints handling.
The complaint is about: The landlord’s handling of a complaint relating to the resident’s previous tenancy; The landlord’s response to the resident’s reports of its contractor causing damage to the property during planned works and leaving aspects of the work unfinished; The landlord’s response to the resident’s reports of loss …
The complaint is about the landlord’s: response to the resident’s reports of damp and mould. decision to place a risk marker on the resident’s tenancy record. complaint handling.
The complaint is about: The condition of the property when the resident’s tenancy began. The communications from the landlord on how to move home during the pandemic. The landlord’s complaints handling.
The complaint is about the landlord’s: Handling of a report of antisocial behaviour (ASB) made against the resident. Retention and disclosure of an unsent letter about the report of antisocial behaviour. Use of its unreasonable complaints policy. Response to a request to change staff members dealing with the management of …
The complaint is about the resident’s reports of outstanding repairs at the start of the tenancy, in relation to the kitchen. This Service has also considered the associated complaint handling.
The complaint is about the landlord’s: Handling of the resident’s succession of her mother’s tenancy and associated rent arrears. Handling of the resident’s benefit support needs. Handling of the boiler inspection at the property. Complaint handling.
The complaint is about: The resident’s request for a suitability review of the property. The state of repair of the property at the start of the tenancy. The landlord’s response to the resident’s concerns about the condition of communal areas at the property. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: the resident’s concern that the age of his neighbours is a breach of their tenancy agreement; the resident’s associated complaint.
The complaint is about the landlord’s response to the resident’s: Report of damp and mould in the property on becoming the tenant. Concerns regarding an electrical inspection. Request for a copy of the tenancy agreement for the property. The Ombudsman has also considered the landlord’s complaint handling as part of …
This complaint is about the landlord’s: Response to the resident’s concerns about issues predating his tenancy. Handling of various repairs between mid-February and late November 2021. Handling of related decants. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance and a tenancy breach by his neighbour. The resident’s reports of antisocial behaviour (ASB), the conduct of a staff member and disability discrimination. The installation of grab rails at the property. The resident’s concerns regarding access …
The complaint is about: The landlord’s response to the resident’s concerns about the condition of the property at the start of the tenancy. The landlord’s decision to charge the resident rent for the property. The landlord’s response to the resident’s request for support with his move. The landlord’s handling of …
The complaint is about the landlord’s handling of the resident’s: Request to have her tenancy changed so she could be rehoused via a mutual exchange or house swap. Reports of anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s request to assign her tenancy to her son. The associated complaint.
The complaint is about the information provided by the landlord at the start of the tenancy with respect to the service charges. The landlord’s complaints handling has also been investigated.
The complaint is about the landlord’s handling of: The tenancy sign-up procedure and the alleged rent discrepancy in the tenancy agreement. The associated complaint.
The complaint is about the landlord’s: Response to the resident’s concerns about damaged internal doors; Response to the resident’s reports of defective windows; Handling of hallway decorating works; Response to issues raised at the start of the tenancy; Complaint handling.
This complaint is about: The electricity meter reading taken by the landlord at the beginning of the tenancy. The subsequent complaint handling.
The complaint is about: the landlord’s response to the resident’s request that his tenancy be assigned to his son; the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports about: the signup process. the condition of the flooring at the start of the tenancy. the heating. the door entry system. electrics comprising the oven and hob, external lights, and extractor fans. The Ombudsman has also considered the landlord’s …
This complaint is about: The landlord charging the resident rent while repairs were outstanding. The landlord assigning the resident a starter tenancy instead of a secure tenancy. The landlord’s handling of repairs during the void stage prior to the commencement of the resident’s tenancy. The landlord’s subsequent handling of repairs. …
The complaint is about: The landlord’s response to the resident’s concerns about the condition of the property at the start of her tenancy. The landlord’s response to the resident’s reports of damp and mould throughout the property and its handling of repairs. The landlord’s response to the resident’s request for …
The complaint is about the landlord’s: Response to the resident’s concerns that the property was unhabitable. Handling of repairs that the resident reported on the start date of his tenancy. Complaint handling. Record keeping.
The complaint is about: The landlord’s response to the resident’s reports about the condition of the property at the start of the tenancy. The landlord’s response to the resident’s reports of repairs required at the property. The landlord’s implementation of contact restrictions. The landlord’s response to the resident’s application to …
The complaint is about: The works the landlord completed to the loft space. The landlord’s handling of works to the radiators in the property. The landlord’s response to the representative’s request to be added as either a joint tenant or, assigned the tenancy.
The complaint is about the landlord’s response to the resident’s: Concerns about the condition of the property at the start of the tenancy. Reports of repairs.
The complaint is about the landlords response to the resident’s: concerns about a risk marker placed on his tenancy file; reports of repair works to his boiler and plastering of his kitchen wall.
The complaints referred to this Service are about: Rent and service charge increases since the start of the resident’s tenancy and the landlord’s administration of the resident’s rent account. The landlord’s decision to serve a Notice of Seeking Possession (NOSP) on the resident due to rent arrears. The landlord’s handling …
The complaint is about: The landlord’s handling of the resident’s request to remain in his grandmother’s property following the termination of the tenancy. The landlord’s handling of the resident’s enquiry about purchasing the property via the Right to Buy (RTB) scheme. The landlord’s complaints handling.
This complaint is about: The residents’ historic concerns about various issues including: The landlord’s handling of anti-social behaviour (ASB) and criminal damage to the property. The landlord’s handling of subsequent repairs to the property’s windows. The landlord’s notice of tenancy action against the residents. the conduct of the landlord’s previous …
The complaint is about: The landlord’s response to the resident’s concerns about the length of time he was without heating and hot water at the start of his tenancy and the level of compensation offered. The landlord’s handling of the associated complaint and its record keeping.
The complaint is about the landlord’s response to: The resident’s reports of repairs (windows, damp and mould) while residing in temporary accommodation. The resident’s reports about the repairs at the start of the tenancy. The resident’s reports about flooding of the back garden and pathway. The resident’s reports about cracks …
The complaint is about the landlord’s: Handling of the resident’s housing register application. Handling of the recovery of the resident’s former tenancy arrears. Handling of the resident’s mutual exchange.
The complaint is about the: Support given by the landlord to the resident following her giving notice to quit the tenancy and the landlord’s application of its breach of tenancy policy. Level of redress offered by the landlord in relation to: The shrubs destroyed by the neighbour. Its response to …
The complaints are about the landlord’s response to the resident’s concerns: About the process it followed when changing rent collection and calculation periods; and that it had relied on a clause that was not included in his tenancy agreement when making changes to the rent periods. That it had failed …
The complaint is about the landlord’s handling of: The resident’s request to extend her tenancy. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of Anti-Social Behaviour (ASB) perpetrated by her neighbour. Reports of a fence and shed built by her neighbour, which she asserted caused a safety issue. Request to add her husband to the tenancy agreement. Alleged outstanding repair issues, specifically …
The complaint is about: The landlord’s response to the resident’s request to end his tenancy. The landlord’s handling of the return of the resident’s deposit. The landlord’s record keeping and complaint handling.
This complaint is about: a. the level of redress the landlord awarded in respect of its acknowledged delays and failures while handling the resident’s reports of an inadequate water supply at the property; b. the landlord’s response to the resident’s concerns about rent arrears, his assigned tenancy rating and the …
The complaint is regarding: The landlord’s response to the resident’s reports of repairs needed in her property. The condition of the property at the start of the resident’s tenancy. The landlord’s response to the resident’s request to be compensated for damaged belongings.
The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from his neighbour. The landlord’s response to the resident’s concern that he had not been advised of the ASB of his neighbour before his tenancy began. The landlord’s handling of required repairs …
The complaint is about how the landlord handled the resident’s request to assign his tenancy. The Ombudsman has also investigated the landlord’s complaint handling in relation to the above matter.
The complaint refers to the landlord’s handling of: the repairs needed to the resident’s back door. the resident’s concerns about a tenancy warning letter being issued. the associated complaint.
The complaint is about the landlord’s: Handling of the end of the resident’s tenancy following her death. Requests to speak with the resident following her death.
The complaint is about: The landlord’s handling of the resident's Subject Access Request (SAR). Allegations made against the resident and the landlord’s decision to terminate her tenancy. The landlord’s handling of the resident's reports of Anti-Social Behaviour (ASB). The Ombudsman has also considered the landlord’s handling of the resident's complaint.
The complaint is about the landlord’s response to the resident’s reports about: the tenancy agreement containing additional terms to a draft tenancy agreement provided during the application process. his consequent dispute of an obligation to make payments for heating and hot water. loss of heating and water compensation. The Ombudsman …
The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour (ASB) from their neighbour. The type of tenancy the resident has. The landlord’s handling of a mutual exchange. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about: No gas supply in his kitchen at the start of his tenancy. Damp in his bedroom and lounge. Mess left by contractors. Access to his property and bathroom.
| 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 |