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: Repairs to gaps to doors. Porch tile repairs. The aerial not functioning. Repairs to the electric garage door and leak into the garage. Window repairs. Repairs to kitchen. The associated complaint.
The complaint is about the landlord’s response to the resident’s: Concerns regarding access for gas safety checks (AGS). Reports of repairs, damp and mould, and a pest infestation. Concerns regarding charges for repairs. Requests for reasonable adjustments.
The complaint is about: The landlord’s handling of the resident’s request for a leasehold pre-sale pack, particularly: The accuracy of service charge accounts and interest on the account. A request for a full statement of account since 2012. The landlord’s handling of the resident’s request for information about major refurbishment …
The complaint is about the landlord’s handling of the resident’s reports of: The landlord charging him rent for 2 properties in 2017. Rent arrears due to the landlord’s failure to pay him compensation from a disrepair claim. Damp and mould and outstanding repairs. We have also considered the landlord’s handling …
The complaint is about the landlord’s handling of the resident’s reports of: Foxes living under the property. Damp and mould. Leaks. The landlord’s complaint handling is also considered.
The complaint is about: The landlord’s handling of reports regarding the communal lights and concerns about the associated service charges. The landlord’s decision to issue TORT notices following a fire risk assessment. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns that service charges were not aligned with her tenancy agreement. The Ombudsman has also considered the landlord’s associated complaint handling.
The complaint is about the landlord’s handling of: The repairs to the resident’s property. The resident’s complaint.
The complaint is about: The landlord’s response to the reports of flooding in her garden. The landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the resident’s request to pay her service charge bill over an extended period. Handling of the resident's queries about the administration charge.
The complaint is about: The landlord’s response to the resident’s reports about the standard of works to her home. The landlord’s response to the resident’s reports about the conduct of contractors. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s response to the resident’s: reports of water ingress and associated damp and mould. complaint. We have also assessed the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s: Requests to replace and repair the front door. Associated complaint.
This complaint is about the landlord’s handling of a boiler repair. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Remedial work to the resident’s garden . The resident’s request for her hedge to be replaced with fencing. We have also investigated the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of: repairs for damp and mould. a bathroom replacement. the associated complaint.
The complaint is about the landlord’s handling of: the resident’s communications with the housing options team. repairs to the boiler. repairs to the radiator. a leak resulting in damp and mould. the resident’s reports of antisocial behaviour (ASB). We have also considered the landlord’s record keeping and complaint handling. We …
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould and the associated repairs. The associated complaints.
The complaint is about the landlord’s handling of the impacts on the resident of leaks at the property. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: Damp and mould and associated repairs. Pest control reports. Antisocial Behaviour (ASB).
The complaint is about the landlord’s handling of the resident’s: Request for a new kitchen. Concerns about the condition of the bathroom flooring. Reports of a faulty electric shower. Concerns about window cleaning. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of a roof leak and the associated damp and mould. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of: The resident’s request for repair to the steps and the handrail at the front of the property. The replacement of the resident’s front door. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: reports of heating and hot water issues at the property. associated complaint.
The complaint is about the landlord’s handling of the resident’s: reports of heating and hot water issues at the property. associated complaint.
The resident’s complaint is regarding the landlord’s handling of: Repairs to a communal door lock. An Anti-social Behaviour (ASB) case and associated reports.
The complaint is about the landlord’s handling of: Repairs to the wet room. Repairs to the heating and hot water system. The resident’s temporary decant. The associated complaint. Record keeping.
The complaint is about: The landlord’s handling of the resident's service charge administration. The level and reasonableness of the resident’s service charges. The landlord’s complaint handling.
The complaint is about: The landlord placing a warning marker about the resident on its systems. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the works to: The paving and an overgrown tree. The garden boundary fence. This investigation has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns about the adequacy of the insulation in the home. Handling of the formal complaint.
The complaint is about the landlord's handling of the resident's: Reports of damp and mould. Request to be rehoused. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Photographs on her property file, which do not reflect the current condition of the property. The landlord’s complaint handling.
The complaint is about the landlord’s handling of compensation. We have also investigated 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. Temporary move.
The complaint is about: The level and increase of service charges. The landlord’s handling of requests for information about service charges.
The complaint is about the landlord’s handling of: Drainage issues. Reports of damage to the resident’s conservatory and sheds. Repairs to the kitchen floor. The resident’s concerns about a gas meter. Requests to replace a back door.
The complaint is about the landlord’s: The quality and standard of the repairs during the decant. The response to reports of damage to personal belongings. Response to reports of a water leak and the handling of subsequent remedial repairs. The handling of a decant, including the suitability of the provided …
The complaint is about the landlord’s: Handling of the resident’s reports of anti-social behaviour (ASB). Handling of a contractor’s conduct at an appointment on 28 June 2023. Administration of annual gas safety checks. Handling of repairs to restore the resident’s heating and hot water. Handling of repairs caused by leaks …
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by a neighbour between November 2022 and May 2024. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about staff conduct. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the fences at the bottom of the stairwell and top of the terrace to the resident’s 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 a mice infestation at her property. The Ombudsman has also considered the landlord’s handling of the associated complaint.
This complaint is about: The landlord’s administration of the resident’s rent and service charge account. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Leaks into the property and subsequent damp and mould. Damages to personal property. Issues with faulty air bricks. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to the resident’s boiler. The associated complaint.
The complaint is about the landlord’s handling of: Reports of repairs to the roof, including the required insulation. Reports of staff conduct.
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) and noise nuisance. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: reports of water penetration and associated damp and mould, including internal and external works. requests for compensation for damage to personal property. 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 |