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 Reports of a leaking toilet, bathroom repairs and associated damage. Concerns about asbestos. Reports of rubbish left in the garden. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of the condition of the lawn. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s response to the: resident’s concerns about a fault with her solar panels. associated complaint.
The complaint is about the landlord’s handling of: the resident’s concerns about the landlord’s management of her personal data and the housing development. the resident’s reports of a leak. the associated complaint.
REPORT COMPLAINT 202321365 London & Quadrant Housing Trust (L&Q) 10 June 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The complaint is about the landlord’s handling of: the resident’s concerns about the replacement of her toilet flush. the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: The condition of the property at the start of the tenancy (tenancy sign up). Repairs to the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to the communal front door. Tiling works to the front entrance of the building. The associated complaint. The Ombudsman has also investigated the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s reports of issues with the drains. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to the intercom/phone system connected to the property. Repairs to the communal lighting at the property. Repairs to the communal stairs.
The complaint is about the landlord's response to the resident's: Reports of damp and mould in the communal area. Complaint about its Sustainment and Support officer. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: damage to and loss of the resident’s belongings. the refurbishment of the resident’s property. the temporary decant for the household. The Ombudsman has also taken the decision to investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: A leak from the wet room and a leak in the hallway at the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s request for her kitchen and bathroom to be replaced. Damp and mould at the resident’s property.
The complaint is about the landlord’s handling of the resident’s: concerns about the condition of her kitchen. complaint.
The complaint is about the landlord’s handling of: checks to the condition of the property when let as part of a mutual exchange the resident’s reports of repairs concerns about asbestos the resident’s request to remove the back garden shed The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to: The resident’s reports about the front door. The resident’s reports about increased heating costs due to the door issues. The resident’s reports about subsidence. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of: A payment of compensation for a missed appointment. The resident’s complaint.
The resident’s complaint is about the landlord’s handling of: His liability insurance claim. A roof leak, damp and mould. Heating and hot water repairs. Loose cables. His complaint.
The complaint is about the landlord’s: Handling of reports of antisocial behaviour (ASB). Handling of the complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould. Pests in her property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about landlord’s: Management of window repairs and access panels. Response to the resident’s reports of antisocial 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 anti-social behaviour (ASB). The landlord’s handling of the complaint has also been considered.
The complaint is about the landlord’s: Response to the resident’s reports about repairs to the property. Decision to not decant the resident during repair work. We will also consider the landlord’s complaint handling as part of this investigation.
The complaint is about the landlord's response to the resident's: reports of damage to personal belongings during a temporary decant. request for a home loss payment. This report has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns about repairs in her property following fire safety works. Complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of: The standard of work carried out during the period when the property was void (empty). Adaptations to the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: reports of damp and mould and defects at the property. complaint.
The complaint is about the landlords: Handling of the resident’s report of damp and mould. Decision not to pay the requested compensation. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202419385 Hyde Housing Association Limited 3 June 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: Decision to relet a property which it had marked for disposal. Decision to dispose of its housing stock. Response to the resident’s request to be added to its rehousing list. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of unpleasant smells in the resident’s property. The Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: response to the resident’s reports of damp and mould. handling of repairs to doors, internal cracks and external brickwork. response to the resident’s concerns about subsidence. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to storage heaters. Communication about planned window replacements.
The complaint is about: The landlord’s application of the lease in respect of exclusive parking and electronic charging. The level of the charge for electronic charging. The resident’s concerns about exclusive parking and electronic charging. The resident’s complaint.
The complaint is about the landlord’s handling of: Kitchen repairs following reports of a leak. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: request for compensation following a leak and pest infestation at his previous address. concerns about his move in May 2021 and the condition of his new home. reports of an issue with a payment system. request for a refund from …
The resident has complained to the Ombudsman about: The condition of the previous property upon letting. The condition of the balcony in the previous property. The landlord’s handling of damp and mould at the previous property. The landlord’s handling of the transfer to the new property. The Ombudsman has investigated …
The complaint is about the landlord’s handling of the resident’s concerns about the annual solid fuel safety check. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202337966 Birmingham City Council 30 May 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 the resident's reports of: repairs to the bathroom and kitchen, including her concerns about contractor conduct. repairs to the windows. repairs to 2 electrical sockets. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of draughts through gaps around her front door. Complaint.
The complaint is about the landlord’s response to the resident’s: Service charge queries. Reports of poor cleaning in the communal areas. Associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports about an increase in his energy bills. Contractors accessing the property roof without prior notice. The resident’s request for a rent refund and the associated complaint.
The complaint is about: The local council’s response to the resident’s reports about a faulty streetlight. The landlord’s response to the resident’s reports about a faulty streetlight. The landlord’s handling of repairs to the roof.
The complaint is about the landlord’s handling of: The resident’s concerns about her neighbour's decking, noise disturbance, and damage to her property. The resident’s privacy concerns. The resident’s dissatisfaction with it allowing her neighbour to access its van. Communication around previous offers of compensation. We have also investigated the landlord’s …
The complaint is about the landlord’s handling of the resident’s reports of: Requests for repairs following water ingress into the property. Damp and mould. The ceiling collapsing. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. We have also assessed the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports about repairs in her home. The landlord’s handling of asbestos in the property.
The complaint is about the landlord’s handling of: Leaks in the property. Damp and mould. The resident’s request to replace the upstairs 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 |