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: Concerns as to the reasons given for the rent increase and an error on the rent increase letter. Reports of damp and mould in the bathroom and bedroom. Reports of outstanding repairs to structural cracks in the communal area and …
The complaint is about: The landlord’s handling of the resident’s reports of problems with his newly installed windows and doors. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: the resident’s report of a leak in the property. the resident’s request to be rehoused. the resident’s request to repair and replace the boiler. the resident’s request for an investigation and action plan to address outstanding repairs. the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports that her doors and windows had been affected by subsidence issues at the property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about its: Withdrawal of an offer of accommodation. Communication about rent arrears. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of various repairs. The resident’s reports that its staff and contractors were attending the property without giving notice. The resident’s concerns about staff conduct and a lack of support given to him. The resident’s reports of motorcycles being ridden …
The complaint is about: The landlord’s handling of repairs to the heating system and subsequent leak. The landlord’s response to damage to the resident’s possessions caused by a leak. We have also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Response to the resident's concerns about the death of a neighbour. Handling of the resident’s reports of antisocial behaviour (ASB). Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Reports of garden flooding, external repairs, and recharge concerns. Aids and adaptations queries. Reports of cooker issues. Safeguarding concerns. Associated complaints.
REPORT COMPLAINT 202300740 Central Bedfordshire Council 22 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 a blocked toilet and waste back-surging into her bath. The landlord’s handling of the resident’s request to move. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s reports about damp and mould. The landlord’s handling of the resident’s reports about the condition of the windows. We have 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 associated repairs. Reports about his kitchen floor tiles. We have also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s service charge queries. 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 concerns about: Repairs to the property’s windows. Hazards in the garden of the property. Broken and blocked drains. A broken bathroom sink. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s: Concerns about damp and mould. Associated complaint.
REPORT COMPLAINT 202223933 Lambeth Council 22 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. This […]
The complaint is about the landlord’s handling of the resident’s reports of issues with: the garden paving. use of the shared garden. We have also considered the landlord’s complaint handling .
The complaint is about the landlord’s handling of the resident’s: Reports about the condition of the kitchen and the request for the kitchen to be replaced. Concerns about the communication method used by the landlord . Reports about the condition of the kitchen flooring. We have also considered the landlord’s …
The complaint is about the landlord’s handling of the resident’s: Reports about the condition of the kitchen and the request for the kitchen to be replaced. Concerns about the communication method used by the landlord . Reports about the condition of the kitchen flooring. We have also considered the landlord’s …
The complaint is about the landlord’s handling of the resident’s reports of repairs to the heating and hot water system. We have also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of: The resident’s reports of damp and mould in his property. The associated complaint.
This complaint is about: The landlord’s handling of repairs to the resident’s bathroom tiles and bath. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: the resident’s concerns regarding removal of access to the bin chute. the resident’s transfer request.
The complaint is about the landlord’s: management of the resident’s concerns about the temporary accommodation condition handling of the resident’s reports of repairs in the kitchen in her property handling of the resident’s reports of damp and mould in her property handling of the resident’s request for reimbursement of energy …
The complaint is about the landlord’s response to the resident’s: Concerns about having to temporarily decant. Enquiries about a mutual exchange. Concerns about its handling of repairs including damp and mould. Request for a management move.
The complaint is about the landlord’s handling of: The resident’s subject access request. Imposing contact restrictions on the resident. 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 leak. Temporary move. Request for compensation. Associated complaint.
The complaint is about the landlord’s: Handling of a boiler repair. Associated complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports about: Damp and mould, and subsequent damage to belongings. The lounge floor.
The complaint is about the landlord’s handling of: The sign-up process and the resident’s request for a transfer to a more suitable property. The associated complaint.
This complaint is about the landlord’s handling of: The resident’s request for support when the lift in the block was out of service. The resident’s request for rehousing. The associated complaint.
The complaint is about the landlord’s handling of: Repairs and adaptations to the resident’s kitchen and bathroom. The replacement of a fire door. Communal maintenance.
The complaint is about the landlord’s handling of window repairs at the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Reports of damp and mould. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of repairs to the guttering and facia board. We have also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of: Asbestos found in the garden at the property; Debris and items in the garden; Reports of issues with the fence in the garden; The resident’s reports of rats in the garden.
The complaint is about the landlord’s handling of the resident’s: service charge account reports of a leaking roof request to install a lock or door to a bin store associated complaint
The complaint is about the landlord’s response to the resident’s: Reports of a leak in the bathroom. Reports of concerns while he was in temporary accommodation. Associated formal complaint.
The complaint is about the landlord’s response to the resident’s report of a leak in his bathroom. We have also looked at the landlord’s complaint handling.
The complaints are about the landlord's handling of: Outstanding communal repairs. Outstanding defect works. The associated formal complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Associated complaint.
The complaint is about the landlord's handling of reports of A toilet leak at the property. Other repairs at the property. We have also investigated the associated complaint handling.
The complaint is about the landlord's handling of: The resident’s reports of a leak at her property. The associated formal complaint.
The complaint is about the landlord’s response to the resident’s: Report of a leak and associated repairs. Request for the landlord to buy back the property. We have also considered the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s: Handling of reports of a hole in the roof. Response on repairs to a fence. Response on communication preferences.
The complaint is about: The landlord’s handling of: The resident’s tenancy review. Lift repairs. The landlord’s response to the resident’s: Reports of damp and mould. Request to be rehoused. Complaint about a member of staff. Request for non-damp and mould repairs. The Ombudsman has 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). Loss of heating and hot water. Lift repairs. Concerns about the maintenance of communal areas. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould, and the associated repairs. Concerns about the condition of his garden and fencing. Reports of a rodent infestation. We have also considered the landlord’s complaint handling.
| 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 |