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.
Decision Case ID 202419379 Decision type Investigation Landlord Onward Homes Limited Landlord type Housing Association Occupancy Leaseholder Date 13 October 2025 Background The resident lives in a second floor apartment within a block. He has […]
Decision Case ID 202427040 Decision type Investigation Landlord Saxon Weald Landlord type Housing Association Occupancy Assured Tenancy Date 9 October 2025 Background The resident lives in a 3-bedroom semi-detached house with her 2 children. […]
Decision Case ID 202321426 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 13 October 2025 Background The resident lived in the property which was a 3-bedroom house with […]
Decision Case ID 202423189 Decision type Investigation Landlord Dawson Housing Limited Landlord type Housing Association Occupancy Licence Date 10 October 2025 Background The resident lived in the landlord’s supported accommodation from June 2023 until […]
Decision Case ID 202427669 Decision type Investigation Landlord London Borough of Hillingdon Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 10 October 2025 Background The resident signed his tenancy on […]
Decision Case ID 202502888 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 9 October 2025 Background The resident and her husband are assured tenants of the landlord. The […]
This investigation considers: The landlord’s response to the resident request that it renew his bathroom and kitchen. The landlord’s complaint handling.
The complaint is about: The time taken for the landlord to remove scaffolding. The landlord’s response to the leaseholder’s report of damage caused to the property by scaffolding it had erected. We have also considered the landlord’s complaint handling as part of the investigation.
The complaint is about the landlord’s response to the resident’s reports of damp and mould from 2024. We have also considered the landlord’s complaint handling as part of the investigation.
The complaint is about the landlord’s response to the resident’s: Concerns regarding adaptation works completed to the driveway. Requests for repairs. Request to adapt the kitchen to make space for a dishwasher. We have also considered the landlord’s complaint handling as part of the investigation.
This investigation considers: The landlord’s handling of the resident’s reports of a shed roof leak. The landlord’s handling of the resident’s reports of fly tipping and poor grounds maintenance.
The complaint is about the landlord’s response to: The resident’s report of damp and mould in the property. The resident’s request for it to relocate and replace radiators in the property. This investigation has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Report of a fault to the immersion heater. Report of a rodent infestation. Report that it delayed in replacing the property’s windows. Report of a repair to the front door. Concerns regarding the condition of the kitchen, the guttering and …
The complaint is about the landlord’s response to the resident’s queries regarding the: Grounds maintenance service charge. Water testing service charge. Management fee. This investigation has also considered the redress the landlord offered for its handling of the associated formal complaint.
The complaint is about the landlord’s handling of the resident’s complaints about: Fencing. Bias. Anti-social behaviour (ASB). Compensation for rent issues. Enquiry regarding a neighbour. We have also looked at how the landlord handled the complaint about its own complaint process as part of this investigation.
The complaint is about the landlord’s response to the resident’s repair requests. We have also considered the landlord’s complaint handling as part of the investigation.
The complaint is about the landlord’s handling of: its investigation into a report of antisocial behaviour (ASB) involving the resident’s partner and her neighbour. repairs relating to a leak from the roof. the associated complaint.
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 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 communications with the housing options team. repairs to the boiler. repairs to the radiator. a leak resulting in damp and mould. the resident’s reports of antisocial behaviour (ASB). We have also considered the landlord’s record keeping and complaint handling. We …
The complaint is about the landlord’s handling of the works to: The paving and an overgrown tree. The garden boundary fence. This investigation has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Pests in the property. Damp and mould in the property. A repair to the manhole. Works to the external air vents. This investigation has also considered the landlord’s handling of the associated complaint.
The complaint is about: The landlord’s response to the resident’s reports that his windows needed replacing. The time taken by the landlord to remove the scaffolding after completing the repairs. The landlord’s handling of the complaint. This investigation has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s reports of: Repairs to the property. Damage caused by its contactors to her possessions. This investigation 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). Handling of the resident’s concerns about staff conduct. Response to the resident’s request for a transfer. This investigation will also consider the landlord’s handling of the complaint.
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 reports of antisocial behaviour (ASB) and noise nuisance. The resident’s concerns about retaliation from her neighbour following her reports. The resident’s concerns about earlier reports by former residents involving the neighbour. This investigation has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of: The resident’s enquiries about the location of the external stopcock. The resident’s concerns about the accuracy of information provided at the point of sale about the property boundary. The resident’s reports about a faulty communal intercom system. The associated complaint. This investigation …
The complaint is regarding the landlord’s response to: Reported damp and mould in the resident’s property. Reported damage to the resident’s belongings. This investigation has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Concerns about overcrowding. The investigation has also considered the associated complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about: Issues with the heating system and associated works. Rodents in the property. External rendering work. This investigation also considers the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s reports of damp and mould. This investigation has also considered the landlord’s: Record keeping. Handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports concerning: A blocked drain. Peeling damp proof paint and the contractor’s behaviour. Cracks in the property. The landlord’s complaint handling has also been considered in this investigation.
The complaint is about the landlord’s response to: Reports of damp and mould in the hallway, bedroom and bathroom. Reports of personal belongings damaged by damp and mould. Requests to replace fencing panels. The complaint. This investigation has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s: Reports of water ingress which caused damp and mould and damage to the bedroom carpet. Reports of subsidence affecting the kitchen floor. Reports of a rodent infestation. Request to be moved to another property. Reports of antisocial behaviour (ASB). This …
This investigation is about: The landlord’s response to the resident’s complaint about one of its officers. The landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports of damp and mould caused by leaks at the property. Handling of repairs to the windows in the property. Response to the resident’s request for a wet room. Handling of the resident’s request for a permanent transfer. This investigation …
The complaint is about the landlord’s response to reports of: Antisocial behaviour by the resident’s neighbour. The resident’s neighbour feeding birds excessively. The investigation has also taken the landlord’s handling of the associated complaint into consideration.
The complaint concerns the landlord’s handling of the resident’s concerns about the air source heating pump (ASHP) in her home. This investigation has also considered the landlord’s complaints handling.
The complaint is about: The landlord's investigation into complaints about the resident's behaviour, and the associated decision to seek possession of the property. The payment of £500 to the resident as agreed by a court undertaking. The landlord's handling of the resident's reports of antisocial behaviour (ASB) from a neighbour. …
The complaint concerns the landlord’s: Handling of the resident’s concerns relating to parking arrangements. Handling of the resident’s reporting about the condition that the property was in following a mutual exchange. Handling of the replacement of the resident’s front door. Handling of the lack of a valid electrical installation and …
The complaint is regarding landlord’s handling of the landlord’s: Handling of a repair request. Communication with the resident. This investigation has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s: investigation of the resident’s reports about vibration noise; complaints handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in her kitchen. The repayment of expenses claimed by the resident during a decant. The Ombudsman has also considered the landlord’s complaint handling as part of this investigation.
The complaint is about the landlord’s: Response to the resident's queries regarding the reasonableness of service charges paid. Response to the resident’s concerns about internal fire compartmentation in the building. Handling of the resident’s concerns about the delays to cladding remediation works. This investigation also considers the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould, and the associated repairs. The resident’s reports of anti social behaviour (ASB). Allegations of ASB made against the resident. The investigation into an alleged incident between the resident and a member of its staff. The …
The complaint is about: The landlord’s handling of the fence repair. The resident’s request for a leaseholder online submission tool. This investigation has also made additional findings relating to the landlord’s: Complaint handling. Knowledge and Information Management (KIM).
The complaint is about the landlord’s: Decision to allocate a single point of contact to the resident (SPOC). Investigation in to staff conduct. Handling of reports of issues with poor caretaking. Handling of the complaint including the request for compensation.
The complaint is about the: Landlord’s handling of an electrical inspection and follow on works. Landlord’s decision to get an injunction order for access to the property to complete the electrical works. Landlord’s records concerning the resident’s vulnerability and requirements for access to the property. The investigation has also considered …
The complaint is about: The landlord’s letting of the empty flat above the resident. The landlord’s handling of the resident’s reports of noise nuisance and antisocial behaviour (ASB) from her upstairs neighbour. The landlord’s response to the resident’s statement that she was discriminated against on the grounds of ethnicity and …
| 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 |