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 complaint about: Its handling of issues with the: Communal aerial. Guttering. Communal window. Her reports about parking issues. Its use of its reasonable behaviour policy. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Request for a move. The Ombudsman has also considered the landlord’s handling of the resident’s associated complaint.
The complaint is about the landlord’s handling of the resident’s request for repairs to the balcony. We have also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of issues with car parking. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Request to transfer to another property. Concerns about damp and mould within the property. Reports for it to carry out repairs to the windows and doors.
The complaint is about the landlord’s: Handling of the resident’s reports of issues with the drains in her previous property. Handling of the resident’s mutual exchange. Response to the resident’s reports of antisocial behaviour in her current property.
The complaint is about the landlord’s handling of leaks into the property. We have also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Damp and mould in the property, and the subsequent damaged caused. The resident’s decant. The Ombudsman has also investigated the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: A request to terminate her tenancy. A request to set up a payment plan. The resident’s reports of anti-social behaviour (ASB). The resident’s formal complaint.
The complaint is about the landlord’s handling of the resident’s: Requests for repairs to the boiler. Associated complaint.
The complaint is about the landlord's handling of: Repairs to the front door and hallway entrance door as well as defective windows. The resident's request to transfer his tenancy from a joint to a sole tenancy. Issuing the resident a £500 refund. The associated complaint.
The complaint is about the landlord’s: Handling of reports of damp and mould at the property. Response to reports of a damaged internal door. Handling of issues with the garden. Complaint handling.
The complaint is about the landlord’s handling of: Reports of damp and mould. The associated formal complaint.
The complaint is about:
The complaint is about the landlord’s handling of: Damp and mould at the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s windows and doors. The resident’s reports of antisocial behaviour (ASB). A compensation payment for a previous repair. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Request for a roof covering to be installed over his car parking space. Reports of fly tipping and that grounds maintenance was not being carried out. Reports that the communal door and corridor was causing noise nuisance. The Ombudsman has …
The complaint is about the landlord’s handling of: The resident’s reports of a leaking roof and associated damp and mould at her property. The complaint.
The complaint is about the landlord’s: Handling of the resident’s request for temporary accommodation or respite care during repairs. Handling of repairs to the resident’s wet room. Response to the resident's request for a key safe box. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of a roof leak and subsequent damp and mould. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Reports about her kitchen ceiling. Requests to move. Complaint.
The complaint is about the landlord’s handling of the resident’s: Concerns about the level of service charges. Request for information about service charges. Concerns about communal repairs. Concerns about communal cleaning. Concerns about the management 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: Reports of a leak and shower repairs. Formal complaint.
The complaint is about the landlord’s handling of: repairs to the roof and damp and mould. windows and front door repairs. the resident’s request for compensation for damaged items and additional costs he said he incurred. the complaint.
The complaint is about: The landlord’s response to the resident’s reports of damp and mould and subsequent remedial repairs. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about: An unpleasant smell in the property. Having to move out of the property due to major works. The 2-week period given to move properties. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs, drainage smells, and inadequate insulation. Associated complaint.
The complaint is about the landlord’s handling of: Reports of damp and mould. Reports of a pest infestation. A request to be rehomed.
The complaint is about the landlord’s handling of the resident’s: Reports of delays in completing repairs to the communal doors and pedestrian gate. Associated complaint.
The complaint is about the landlord’s handling of: Information given to the resident about future accommodation. The resident’s dissatisfaction with the local council’s offer of alternative accommodation and the subsequent financial hardship he said he experienced.
The complaint is about the landlord’s response to: the resident’s request for the reimbursement of repair costs. the resident’s request for it to complete outstanding repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about: Errors on the service charge accounts. The cost of repairing a leaking roof potentially being passed on to him. It not advising him when there were changes to energy charges. Water pooling on a communal walkway as a …
This complaint is about the landlord’s response to the resident’s: Reports of ongoing issues with the windows and doors at her property. Concerns about the conduct of a member of its staff. This complaint is also its handling of the associated complaint
The complaint is about: The landlord’s response to the resident’s concerns about extractor fans. The landlord's complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour from a neighbour. Response to the resident’s request for a new front door due to the smell of cannabis. Handling of the resident’s complaint.
The complaint is about the landlord’s handling of: Repairs. The resident’s complaint.
The complaint is about the landlord’s response to the resident’s: Reports of defects to her: Windows. Kitchen sink. Reports of leaks in her bathroom. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damp and mould in the property. Concerns about staff conduct.
The complaint is about the landlord’s handling of the resident’s: Reports that he was unable to use his parking space. Queries about his service charge. Reports about delays in completing lift repairs. Reports about antisocial behaviour (ASB) caused by a neighbour. Reports about communal repairs, cleaning, and the caretaking service. …
This complaint is about the landlord’s handling of: The resident’s reports of water ingress in the property causing mould. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of noise from her upstairs neighbour. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: the level of rent increase in 2024. the resident’s concerns about the lack of a housing officer and the landlord’s communication with her. the associated complaint.
The complaint is about the landlord’s handling of: a reported water leak; subsequent repairs; the response to items damaged during this incident; the related complaint.
The complaint is about the landlord’s handling of: Electrical and plumbing repairs from August 2023. The resident’s request for it to replace her kitchen. A leak and electrical repairs in September 2024. The resident’s complaints.
The complaint is about the landlord’s handling of the resident’s reports of repairs to the communal lifts. 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 a loss of heating and hot water. 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. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports that her mobility scooter had been stolen and her request for compensation. The landlord’s handling of the resident’s concerns about building repairs, cleaning and service charge costs. The landlord’s handling of the resident’s reports of a pest infestation . …
The complaint is about: The landlord’s handling of the resident’s reports of no heating. The level of service charge increase. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord's handling of a rewire at the resident’s property, including:
| 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 |