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 request that it remove fallen trees from the communal gardens and replace fencing damaged by the fallen trees. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of: Reports of unauthorised alterations to the property. The resident’s concerns about staff conduct. The Ombudsman has also considered the landlord’s handling of the resident’s associated complaint.
The complaint is about the landlord’s: Response to the resident’s request to alter her tenancy. Response to the resident’s request for a management transfer. Response to overcrowding in the resident’s property. Handling of repairs to the sink. Complaint handling.
The complaint is about the landlord's handling of: The mutual exchange. Reports of repairs. Reports of damp and mould. The associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of a pest infestation. Reports of a roof leak and the associated repairs. Requests for window repairs.
The complaint is about the landlord’s handling of the resident’s: Right to Buy (RTB) application. Associated complaint.
The complaint is about the landlord’s: communications with the resident in relation to a managed move. communications with the resident in relation to the level of rent and council tax. decision to remove an outbuilding. handling of repairs in the property. response to the resident’s concerns about the lettable standard …
The complaint is about the landlord’s handling of the resident’s: Reports of poor cleaning, caretaking and maintenance of the property and its surrounds. Associated formal complaint.
The resident’s complaint is about the landlord’s handling of repairs to the wetroom floor. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould and his request for an extractor fan in the bathroom. The landlord’s response to the resident’s reports of damaged possessions caused by mould and by paint splashes during redecorating. The landlord’s handling of the associated …
REPORT COMPLAINT 202337623 Sanctuary Housing Association 28 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 case. […]
The complaint is about the landlord’s handling of the resident’s: Request for repairs to the shower tray. Reports of a leak into the property and subsequent damp and mould. Reports of works required to the windows. Associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of outstanding defects in the property. The related complaint.
The complaint is about the resident’s concerns around: The level of service charges associated with the resident’s property. The landlord’s communication with the resident about service charge payments. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of issues with the storage heaters in the property. The associated complaint.
The complaint is about the landlord’s handling of: A leak into the resident’s property which caused damp and mould. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: A leak to her home. Lift repairs. The Housing Ombudsman has also considered the landlord’s complaints handling.
The complaint is about: The landlord’s handling of the resident’s request for a replacement key fob. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of: The repairs including damp and mould in the property. Designating the resident as a new tenant rather than an existing one. The increase to the resident’s rent. The resident’s request for the deduction from his deposit to be repaid. The resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s reports of a leak in the shower room. The landlord’s handling of the resident’s concerns about the roof and loft spaces. The landlord’s handling of the resident’s concerns about the condition of the exterior walls. The landlord’s handling of the …
The complaint is about the landlord’s handling of the resident’s: Personal data and subject access request (SAR). Reports of a pest infestation and related repairs at the property. Concerns about a leak coming from the water tank in the loft. Associated complaint.
The complaint is about the landlord’s handling of: the resident’s concerns that it had allocated her an unsuitable property. the resident’s reports of antisocial behaviour (‘ASB’) including noise nuisance from her neighbour and that they were running a business from their property. the associated complaint.
The complaint is about the landlord’s handling of repairs to the resident’s property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to the communal stairwell. Repairs to the water supply pipes. The associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about: The maintenance of communal areas. Service charges for CCTV, emergency lighting, and communal gardens.
The complaint is about the landlord’s response to the resident’s reports about: Anti-social behaviour (ASB). Staff conduct.
The complaint is about the landlord’s handling of reports of issues with 2 trees in the resident’s front garden. This Service has also investigated the landlord’s handling of the complaint.
The complaint is about the landlord’s: Response to the resident’s concerns about scaffolding. Handling of kitchen replacement works. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The landlord’s communication about car parking provision. The landlord’s handling of boiler repairs. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Concerns about the electric debt left on the meter at the start of the tenancy. Concerns about the gas debt left on the meter at the start of the tenancy. Concerns about the gas supply being left on at the …
The complaint is about the landlord’s handling of the resident’s concerns that service charges were incorrectly applied to her account. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202336879 Hastoe Housing Association Limited 11 December 2024 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, mould, and the associated repairs. Drain odours.
The complaint is about the landlord’s handling of the leaseholder’s reports of a roof leak. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports that the window cleaning was not being performed. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of and response to the resident’s: Reports of water ingress from exterior walls and windows. Reports of damp and mould inside the property. Request for a claim to be made on its liability insurance. This investigation has also considered the landlord’s handling of …
The complaint is about the landlord’s handling of the resident’s: Concerns about a thermostat. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s reports about: The boundary fence and gate. The windows and door. The bedroom ceiling. The central heating.
The complaint is about: The landlord's handling of damp and mould. The landlord's handling of roof repairs. The landlord's complaint handling. The level of compensation offered by the landlord and its decision not to refund rent.
The complaint is about the landlord’s: Decision that the resident was liable for service charges. Handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s management transfer. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of kitchen and bathroom renewal work. Response to the resident’s concerns about the conduct of the landlord’s contractors. The Ombudsman has also considered the landlord’s associated complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports concerning the condition of the property. The associated complaint.
The complaint is about the landlord’s: Handling of the condition of the property when it was let. Handling of outstanding repairs. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s report of repairs required in the resident’s bathroom. The resident’s request for additional insulation in her loft. The resident’s reports of subsidence in the property and subsequent issues with internal doors. The resident’s reports of damp and mould in the …
The complaint is about the landlord’s handling of the resident’s: Request for her windows to be replaced. Request for it to remove fly tipped waste from her garden. Reports of damp and mould. Rent arrears. Formal complaint. The Ombudsman has also considered the landlord’s knowledge and information management.
This complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the bathroom. The resident’s request for repairs to a motorised skylight window. The resident’s report of a broken extractor fan. The associated complaint.
The complaint is about the landlord’s handling of repairs and a bathroom renewal. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s request for repairs to mortar. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of and communication about various repairs. Concerns relating to the conduct of staff.
| 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 |