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 reports of a blocked communal drain pipe which caused damage to her property. The resident’s request for a drain maintenance plan. The resident’s concerns about what repairs had been funded from the association’s sinking/reserve fund. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs to the communal areas. Concern about the amount of service charge levied for communal services. Request for compensation for a historic repair, and the associated complaint. Concern about the time taken to complete major works at the …
The complaint is about the landlord’s: Handling of repairs to the property. Response to reports of damage to personal property.
The complaint is about the landlord’s: Handling of a leak from the resident’s boiler. Response to the resident’s report of no hot water and heating in her property.
The complaint is about the landlord’s: handling of reports of a silverfish infestation. response to a request for rehousing. The Service has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of, and communication about, the leak in the property. The landlord’s handling of the complaint and the level of compensation offered. The resident’s request to be reimbursed for loss of rental income.
The complaint is about the landlord’s: handling of concerns about the administration of the resident’s service charge, and reports of overcharges. complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of mould in the communal hallway. Cyclical decoration works. The associated complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The resident’s complaint is about the landlord’s response to his reports of damp and mould, and the associated repairs. In addition, this Service has considered: the landlord’s record keeping the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Concerns about a lack of services charged for but not provided specifically for the lift, intercom and cleaning. Request for a managed move. Items outside her property. Related complaint.
The complaint is about the landlord’s handling of the resident’s requests for repairs to: The hot water system. The front door.
The complaint is about the landlord’s handling of: repairs following the resident’s reports of damp and mould. the resident’s complaint and claim for damaged possessions. The resident has also complaint about the impact of the damp and mould within the property on her health.
The complaint is about: The landlord's handling of repairs to a communal door. The landlord’s complaint handling.
The complaint is about the landlord’s: Response to recharges that were raised for major works carried out. Complaint handling.
The complaint concerns the landlord’s: Handling of the resident’s requests to be re-housed and for increased priority banding. Response to the resident’s internal transfer request. Handling of the related complaint.
The complaint is about the landlord’s response to: The resident’s reports of pest infestations in the property. The resident’s request to be rehoused. This report also looks at the landlord’s handling of the resident’s complaints.
The complaint is about the landlord’s handling of the resident’s: Reports of no heating or hot water. Reports of outstanding repairs. Request for a temporary decant. Associated formal complaint.
The complaint is about the resident’s reports concerning the landlord’s handling of: Repairs required to the property including: The shower and shower cubicle. A faulty ventilation system that caused damage to carpets, walls, curtains and soft furnishings. A request to provide authority to NHBC to investigate the resident’s case. Complaint …
The complaint is about the landlord’s handling of the resident’s: Concern about the time taken to replace the wooden walkways at the property. Concern about the liability for the works, and the associated increase in service charges. Queries about service charges. Complaint.
This complaint is about the landlord’s handling of: Reports of damp and mould at the property. Reports of outstanding repairs at the property. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to the property. The resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s report of a leak. The landlord’s handling of the resident’s request to be decanted. The landlord’s response to the resident’s request for matching kitchen units. The landlord’s response to the resident’s request to remove the asbestos floor tiles. The landlord’s …
The complaint is about the landlord’s handling of: Reports of a leak and damp and mould in the resident’s bathroom. Concerns from the resident about antisocial behaviour (ASB) from a neighbour. The associated complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns that a bedroom in the property was not sufficiently insulated and was too cold to use. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Handling of the resident's managed move. Response to the resident’s request for compensation. Response to the resident’s reports of leaks causing damp and mould in the property. Response to the resident’s concerns about the structural …
The complaint is about the landlord’s: Response to reports of damp and mould. Response to window repairs. Handling of the associated complaint.
The complaint is about: The landlord's response to a request for windows to be replaced. The landlord's handling of a defective bathroom floor. The landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance. The Ombudsman has also considered the landlord’s complaint handling.
The resident complained about the landlord’s handling of: her reports that it had not provided a FENSA certificate. the administration and communication about her service charge account. We have 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). A pest infestation. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about. The residents request for compensation for damaged personal items. The landlords response to the residents reports of water ingress into his property. The landlords response to the residents concerns regarding staff conduct. This service has also considered the landlords complaint handling.
The complaint is about the landlord’s: Handling of the resident’s data in relation to her being identified as the complainant to the alleged perpetrator. Handling of reports of anti-social behaviour (ASB), including the communication with the resident throughout the case, and the compensation offered. Staff calling residents from personal mobile …
The complaint is about the landlord’s handling of: A planned bathroom replacement. Its knowledge and information management, in relation to the handling of a leak. The resident’s complaint.
The complaint concerns the landlord’s handling of: The resident’s reporting of damp and mould in the property. Repairs to the front gate, the shrub acting as a divider to the neighbouring property and to the cracks in the ceiling and to the walls of the property. The resident’s requests for …
The complaint is about: The landlord’s response to the resident’s reports regarding the air source heat pump and solar panels. The landlord’s handling of water penetration into the property. The landlord’s response to the resident’s request for compensation for the two-week period that the property did not have insulation. The …
This complaint is about the landlord’s: Response to the resident’s reports of mould; Handling of recommended aids and adaptations; Response to the resident’s concerns about a replacement kitchen; Complaint handling. The Ombudsman also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s: Request for replacement windows. Concerns about the affordability of the property. Request for the storage heaters and aerial sockets to be relocated. Concerns about access to the water meter. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s: contents insurance account. complaint.
The complaint is about the landlord's handling of the resident's roof repairs and its subsequent offer of compensation. The Ombudsman investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of repairs following the resident moving into a mutual exchange property. The Ombudsman has decided to consider the landlord’s record keeping.
The complaint is about the landlord's handling of the resident’s request for a new bathroom and bathroom repairs to be carried out. The Ombudsman has also considered the landlord’s: complaint handling. knowledge and information management.
The complaint is about the landlord’s handling of: The resident’s reports about the condition of the property at the start of the tenancy. The resident’s concerns about asbestos at the property. The associated formal complaint.
The complaint is about: The landlord’s communication with the resident following damage to the property caused by flooding. The landlord’s response to the resident’s request to be reimbursed for damage caused to her personal belongings. The associated complaint handling.
The landlord’s handling of the following: the residents report of draughty windows in need of repair. Outstanding works from beginning of tenancy including gaps to back door, removal of rubbish from side of property, replacement of damaged fence panels. Repairs to the bathroom shower, basin tap and door. The subsequent …
The complains is about the landlord’s: Response to the resident’s reports of repairs in the property. Complaint handling.
The complaint is about the landlord’s response to the resident about: Front and back doors reportedly resulting in water ingress and draughts. A leaking roof Issues with an immersion and boiler and loss of hot water. Costs incurred as a result of flooding and damage, in relation to issues such …
The complaint is about the landlord’s responses to the resident’s concerns about: her Housing Moves application, including queries about a mutual exchange. a leak under the kitchen sink. an issue with the guttering. a back door which was in disrepair. the contractors used by the landlord for repairs. lift repairs. …
The complaint is about: The landlord's decision to grant permission for a neighbouring resident to undertake construction work. The landlord’s response to concerns about the impact of the neighbour’s construction work noise and disruption. The landlord’s response to concerns about the damage caused to the resident’s property from the neighbour’s …
The complaint is about the landlord’s handling of: The resident’s reports of a leak and repairs to the bathroom extractor fan. The resident’s queries about the landlord’s methods of communication.
The complaint is about the landlord’s response to the resident’s reports of issues with his Sky TV signal. The Ombudsman has also considered the landlord’s communication.
| 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 |