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 concerns in respect to parking. The resident’s damp and mould reports. The resident’s concerns in respect to the communal stairwells. The resident’s reports of loss of heating and hot water. The complaint.
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and assault by a neighbour and her contractor. The landlord’s response to the resident’s reports of the neighbour using the communal area for building works and to store items during renovation works. The landlord’s handling …
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB), noise and criminal damage by a neighbour. The landlord’s response to the resident’s report that she was originally given priority bidding status and should retain this status. The landlord’s handling of the associated complaints.
The complaint is about: The landlord’s response to leaks, damp and mould. The landlord’s response to heating issues. The landlord’s handling of concerns about the condition of the windows and kitchen. The landlord’s response to a missing bath panel. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Rehousing request. Reports of antisocial behaviour (ASB). We have investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: application to downsize with medical consideration. reports of: a rodent infestation . a leak in the kitchen. damp and mould . a faulty alarm. This report has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in the property. Complaint.
The complaint is about the landlord’s handling of repairs. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: the resident’s reports of a data breach. the resident’s reports of antisocial behaviour (ASB). allegations of criminal damage against the resident. tenancy warning letters issued to the resident.
The resident has complained about: The landlord’s response to the resident’s reports of noise from a neighbouring property. The landlord’s response to reports of anti-social behaviour (ASB) by the resident. The associated complaint handling.
The resident’s complaint is about the landlord’s: Provision of audited service charge accounts. Handling of her associated complaint.
The complaint is about the landlord’s handling of: Repairs to the bedroom walls. Concerns raised over staff conduct and communication. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to the boiler. Damp and mould in the property. Repairs to the window restrictor. Reports of damage to the property and possessions following a leak. The resident’s requests to move. The resident’s concerns about her housing officer. The Ombudsman has also …
The complaint is about the landlord’s handling of: The resident’s reports of responsive repairs, damp and mould. A pest infestation. A temporary move. The resident’s complaint.
The complaint is about the resident’s concerns about the landlord's: Calculation of service charges. Communication about service charges. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: repairs to the intercom system. the associated complaint.
The complaint is about the landlords response to the resident’s: Reports of damp and mould and associated repairs Reports of damage to her property The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s request for permission to sublet her property. Response to the resident’s request to be allocated a disabled parking space. Consideration of the resident’s vulnerability and disability while dealing with her requests and complaint. Handling of the resident’s complaint.
The resident’s complaint is about the landlord’s handling of: Repairs to the boiler. Updates to the resident’s tenancy details. The associated complaint.
The complaint is about the landlord’s handling of the resident’s decant. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: concerns about a staff member’s conduct request for her tenancy agreement reports of antisocial behaviour (ASB) report of window repairs request for a new front door report the landlord was arranging repair visits without telling her We have also investigated …
The complaint is about the landlord’s handling of the resident’s: Reports of water ingress from the roof and skylight and resulting damage to the living room ceiling. Reports of issues with her windows. We have also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s concerns regarding the installation of new windows in his home. The landlord’s handling of the resident’s request for reasonable adjustments. The landlord’s handling of the resident’s claims of insensitive and dismissive language being used by its staff. The landlord’s handling …
The complaint is about the landlord’s: communication with the resident about lowering her ceiling. response to the resident’s requests for compensation. handling of the complaint.
The complaint is about the landlord’s handling of: The resident’s reports about a ground floor communal door, her mailbox, flat doors, and pigeons in the loft. A request for a residents’ meeting. The resident’s concerns about missing rent payments.
The complaint is about the landlord’s handling of the resident’s: Reports of rising damp and associated repairs. Concerns regarding asbestos in the property. Associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Response the resident’s request for reasonable adjustments in line with the Equality Act 2010. Handling of the associated complaint.
The complaint is about the landlord’s handling of multiple repairs at the resident’s property. 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 from the flat above and subsequent repair issues. Concerns about her temporary move. Complaint.
The complaint is about the landlord’s response to: The resident’s concerns in respect to windows. The resident’s noise reports. The resident’s reports of damp and mould. The resident’s concerns in respect to the kitchen and bathroom.
The complaint is about the landlord’s handling of: A heating repair and annual heat pump service. The associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about her tenancy, including the type of rent paid and affordability. We have also considered the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s concerns about the condition of the property which included: Drainage Damp and mould The shower The landlord’s failure to attend to an emergency repair. The landlord’s response to the resident’s concerns about a slug infestation and sealing the door. We …
The complaint is about the landlord’s handling of the resident’s: Reports in 2021 about water ingress. Reports in May 2022 that the roof leak had damaged her property. Concerns in 2022 that there were delays with it repairing the roof. Concerns about roof and external repairs required from March 2023.
The complaint is about the landlord’s handling of the resident’s: Issues with his building insurance company, including related repairs to the interior of his home . Reports of issues with his windows. Reports of a blocked drain. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of a sewage smell in the property. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Report of domestic abuse and request for a housing transfer. Concern about staff conduct. Associated formal complaint.
The resident’s complaint is about the landlord’s handling of: The management of bins being kept in the communal area. The resident’s reports that he felt harassed by the landlord over the bins issue. Repairs to gaps in the structure of the property. The landlord’s record-keeping has also been investigated. The …
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Request for repairs to the boiler.
The complaint is about the landlord’s handling of a parking issue and associated neighbour dispute. We have also investigated the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Concerns about grounds maintenance. Associated complaint.
This complaint is about the landlord’s handling of: Allegations of antisocial behaviour (ASB) made about the resident’s behaviour. The resident’s reports of ASB including issues with smoking and the use of scooters around the scheme.
The complaint is about the landlord’s handling of: Allegations of antisocial behaviour (ASB) about the resident and her claim that these were racially motivated. The resident’s reports of ASB. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The resident’s reports regarding staff conduct.
The complaint is about the landlord’s handling of repairs to the living room flooring. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to: Windows. Guttering and resulting damage to plasterwork. The stopcock. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of: The resident’s requests for it to replace the bedroom windows. The resident’s reports of a leak into the property and the associated repairs. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of a leaking roof and the associated damp and mould. The related complaint.
The complaint is about the landlord’s handling of the resident’s: reports of pests in the property. reports of antisocial behaviour (ASB). associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Difficulties accessing the garden due to the lack of maintenance. Difficulties accessing the garden due to issues with his path and threshold step from the property. A hole in the bedroom wall. A broken interior floor tile. The …
| 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 |