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 for an adaptation to a communal pathway. reports that the condition of her neighbour’s garden was affecting her property. reports about the standard of repairs to her kitchen window and bath. request for upgrades to her heating system.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour. The complaint.
The complaint is about the landlord’s handling of the resident’s reports about the condition of the windows and her request for replacement. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Communication. Request for a reasonable adjustment. Concerns about his neighbourhood response officer. Repair requests and concerns regarding the condition of his property. Request for a management transfer.
The complaint is about the landlord’s handling of the resident’s: Concerns about the security of the communal bike store. Request for compensation following the theft of her bike.
The complaint is about the landlord’s response to the resident’s reports of damp and mould in his property. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of leaks, damp and mould. Reports of boiler repairs. Request for a kitchen renewal. Concerns about its handling of asbestos removal. The Ombudsman will also consider the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of repairs to address a roof leak at the property and replacement of a dormer window. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about the landlord's handling of: The resident's reports of no heating and hot water, a leak and the level of compensation offered. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: concerns that he had been treated less favourably than other users of the car park with regards to the landlord’s refusal to issue him a parking permit. transfer requests. associated complaint.
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 concerns about works completed in her property in April 2019. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of damp and mould. 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. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about: rodents coming into her home. the size of her child’s bedroom. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord's handling of: reports of overgrown trees in a neighbouring garden. planned improvement works to the resident's windows and doors. the associated complaint.
The complaint is about the landlord’s response to: the resident’s query about his service charge. the associated complaint.
This complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The resident’s reports of inappropriate staff conduct. The contact restrictions it applied to the resident. The resident’s subject access requests (SAR). The associated complaints.
The complaint is about the landlord’s handling of the temporary accommodation, following a leak. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: planned works in the resident’s property and the conduct of the contractor’s staff. the reports about the handling and suitability of the temporary accommodation. the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of a leak in her garden. We have also looked at the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s request for a new kitchen, bathroom, and windows. Repairs to the kitchen. The resident’s reports of damp and mould in the bathroom. The resident’s complaint.
This complaint is about the landlord’s: Response to the residents’ reports of damp and mould in her property. Handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB) request to make safe electric cabling
The complaint is about: The landlord’s handling of the resident’s reports of leaks, damp, and mould. The landlord’s response to the resident’s concerns about the security of the front door. The landlord’s response to the resident’s request to relocate the boiler. The landlord’s response to the resident’s request to change …
The complaint is about the landlord’s handling of the resident’s concerns about: Conduct of contractors. Repairs to the property, and damp and mould issues. Asbestos at the property. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of damaged paving in a communal area. Response to her concerns about cleaning and grounds maintenance issues. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The resident’s request for a transfer. The Ombudsman has also investigated the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: The resident’s request for adaptations at her property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Request for adaptions to the property, including concerns that the landlord did not properly consider her health needs. Associated complaint.
The complaint is about the resident’s concerns about the landlord’s: Communication about service charge payments. Live chat facility. Complaint handling.
This complaint is about the landlord’s handling of: The resident’s reports of leaks, damp, and mould in the property. The resident’s report of subsidence to the kitchen floor. The resident’s request for a replacement front door. The bath replacement. Its communication on the pre-action protocol process and compensation on the …
The complaint is about the landlord’s handling of: The resident’s request for information on how the service charge is calculated. The associated complaint.
The complaint is about the landlord’s response to reports of heat loss in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns about the increase in her service charge. Administration of the resident’s service charges. Response to the resident’s complaint about the managing agent. Response to the resident’s request for improvements to the block. Response to the resident’s request for evidence …
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 reports of: Damp and mould. Pests in her 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 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 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 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 concerns about: the condition of the communal areas. noise nuisance from her neighbours’ pets.
The complaint is about: The landlord's response to the resident's request for a replacement door and frame. The landlord’s complaint handling and offer of redress.
The complaint is about the landlord’s handling of the resident’s: Transfer request. Requests for repairs to the back door following an attempted break-in. Associated complaint.
The complaint is about the landlord’s handling of: A service charge refund. Report of lack of service provision. Repairs and replacement to windows and front door. Damp and mould. Lack of gas within the property. The Ombudsman has also considered the landlord’s complaint handling.
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.
This complaint is about the landlord’s handling of: The resident’s reports of damp and mould in his property. The associated complaint.
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 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: Handling of reports of a hole in the roof. Response on repairs to a fence. Response on communication preferences.
| 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 |