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.
This complaint is about the landlord’s handling of: Repairs to the resident’s property including damp mould, damage to the kitchen floor, repairs to the front door and damage to walls in the communal area. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of repairs to the kitchen. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports about the condition of the property on moving in. Reports of bad language by a call handler during a telephone call. Support needs while he was a resident. Concerns about universal credit (UC) and Housing Benefit (HB). Requests for …
The complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB) from the neighbour. The management transfer. Repairs to the electrics and front door. Communication with the resident.
The complaint is about the landlord’s handling of: the resident’s reports of a rat infestation. the complaint.
The complaint is about the landlord’s: Response to the resident losing access to an area at the rear of her property where she parked her car. Response to the resident’s request for a drop kerb and drive to the front of the property. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s report of antisocial behaviour (ASB). The repair needed to the communal intercom system. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damp, mould, and the associated repairs. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: reports made about the resident’s placement of his bins and its response to his request for information. the resident’s associated complaint.
The complaint is about the landlord’s handling of repairs to the resident’s toilet and their request for compensation. We have also investigated the landlord's handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about access for postal deliveries. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of repairs in respect to bathroom cladding, a back door, skirting boards, worktops and internal doors. The resident’s further repairs reports about the roof, water ingress, mould treatment, a kitchen cupboard, cracks, a tree growing from under the property, …
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould at his property. The associated complaint.
The complaint is about the landlord's handling of the resident’s: Request for repairs, including exterior doors, roof fascia and guttering, and external maintenance. Concerns about asbestos.
The complaint is about the landlord’s handling of the resident’s: Reports he did not receive £150 compensation offered to him from a previous complaint. Reports of anti-social behaviour (ASB). Associated complaint.
The complaint is about: the impact of the landlord’s handling of antisocial behaviour (ASB) issues on the resident’s health. the landlord’s handling of: allegations of ASB about the resident, and her concerns about information used by its officer. counter allegations of ASB. the complaint.
This complaint is about the landlord’s handling of: The works to address the damp and mould in the resident’s property. The resident’s report of damage to 2 wardrobes and their TV during their decant. The associated complaint.
The complaint is about the landlord’s response to: The resident’s reports about heat loss. The resident’s reports about damp and mould and delays in respect to ‘surveyor cubes.’ The resident’s request for compensation for items damaged by damp and mould.
The complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB) from her neighbour. Decision to allocate the neighbouring property to the neighbour. Handling of the associated complaint.
The complaint is about the landlord’s handling of: Reports of leaks into the living room. Reports of damage to the resident’s property. Repairs to the kitchen floor. Reports of damp and mould. The associated complaints.
The complaint is about: The landlord’s handling of the resident’s reports of repairs needed following a leak in the loft. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of the renewal of the windows and front door. floorboard repairs. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s reports of repairs including damp and mould, defective windows, and blocked guttering. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of: the resident’s reports of a pest infestation an occupational therapy (OT) assessment the resident’s request to be rehoused the resident’s reports of damp and mould We have also considered the landlord’s handling of the associated complaint.
The complaint is about:
The complaint is about: The condition of the property when let and the landlord’s handling of associated repair issues. The landlord’s handling of the resident’s rent account. The landlord’s handling of the complaint.
The resident’s complaint is about the landlord’s handling of: The removal of a greenhouse, conservatory and shed prior to a mutual exchange. A request for a new fence near the boundary. Her report of her son’s injury in the garden.
The complaint is about the landlord’s handling of the resident’s: Request to move. Reports of mould. Complaint.
The complaint is about the landlord’s response to the resident’s: Reports of mice infestation. Request for repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns regarding: Communal repairs to a wooden door frame and lights. Tree management. An electrical repair to the resident’s property. Pest control in the communal area. Condition of communal areas including the stairway, walls and flooring outside the lift. Grounds …
The complaint is about the landlord's handling of the resident’s: Reports of a leak. Associated complaint.
The complaint is about the landlord’s response to the resident’s reports of disrepair, including damp and mould. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlords handling of: Repairs to the resident’s platform lift. The resident’s requests for interior decorating. The Ombudsman has also investigated the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Handling of structural repairs to the property. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports about repairs needed to her home. The associated complaint.
The resident’s complaint is about the landlord’s handling of: An assault and not being able to retrieve footage. Informing the resident of the process to retrieve footage. The neighbour taking the resident’s bin. The neighbour’s ring doorbell and the time taken to remove it. Its failure to provide reasonable adjustments. …
The resident’s complaint is about the landlord’s handling of: Roof leaks, consequent damp and mould, and the handling of remedial repairs. A request for compensation for damage to personal property and lost rental revenue.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in the property. Associated complaint.
The complaint is about the resident’s concerns that a faulty boiler caused increased electricity bills. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about: the condition of the property when let in 2010. the landlord’s handling of an asbestos incident in 2017. the landlord’s handling of a ceiling repair. the landlord’s response to the resident’s concerns about asbestos. the landlord’s response to the resident’s concerns about contaminated ash and air …
The complaint is about the landlord’s handling of: The resident’s reports of lighting and electrical issues in her home. The resident’s report about the condition of the patio. A reported issue with the bathroom door following a repair to the bathroom floor. This service had also considered the landlord’s handling …
The complaint is about the landlord's handling of the resident's reports of: Damage caused when conducting repairs, quality of works, and the landlord not completing a snagging list. Radiators not heating the property sufficiently. Repairs required to address concerns about the property’s condition. We have also investigated the landlord’s complaint …
The complaint is about the landlord’s handling of the leaseholder’s reports of: Condensation in the loft. Damp and mould. The standard of works to the communal areas. We have also considered the handling of the complaint.
The complaint is about the landlord’s handling of the resident’s: Request to purchase the remaining shares in his property. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: reports of repairs to the flooring; associated complaint.
This complaint is about the landlord’s handling of: Electrical works and electrical inspections at the property. The associated complaint.
The complaint is about the landlord's response to the resident's: reports of antisocial behaviour (ASB). reports of an outstanding repair to her front door. request for a management transfer. request for reasonable adjustments. complaint.
The complaint is about the landlord’s handling of the resident’s reports of a leak. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s request for a move. The repairs to the resident’s property pending her permanent move. The associated complaint.
The complaint is about the landlord's handling of: Repairs to a blocked pipe and associated leaks. The recording of the resident's vulnerabilities. The associated complaint.
| 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 |