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 leaseholder’s complaint is about the landlord’s handling of: Her concerns about turnover of staff. Her concerns regarding sinking funds and service charges. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould, and the associated repairs, including: A leak from a wet room shower. External repointing and render repairs. Roof repairs. The associated complaints.
The complaint is about the landlord’s handling of: The resident’s reports of a leak from above and associated damp and mould. The resident’s reports of mice in the property. The resident’s Subject Access Request (SAR). The associated complaints.
The complaint is about the landlord’s handling of the resident’s reports of: The requirement for internal fire doors at the property. A wasp infestation. Washing line repairs. Tree/vegetation growth affecting 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: Outstanding repairs including carpet replacement. Possessions which were disposed of without his consent. We have also investigated the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of: Her reports of parking issues in the estate. Her concerns relating to her neighbour’s closed-circuit television (CCTV). The associated complaint.
The complaint is about the landlord's handling of the resident’s mutual exchange and repairs to the property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The resident’s request to move. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) and harassment. Repairs to the front steps of the resident’s property. The resident’s request for reasonable adjustments to support his communication with the landlord and his concerns about the level of communication from the landlord. …
This investigation considers: The landlord’s response to the resident request that it renew his bathroom and kitchen. The landlord’s complaint handling.
The resident’s complaint is about: The level of service charges associated with the property. The landlord’s communication about service charges. The Ombudsman has also considered the landlord’s complaints handling.
REPORT COMPLAINT 202446462 Peabody Trust 25 September 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This […]
The resident’s complaint is about the landlord’s handling of: Concerns raised over staff conduct. The associated complaint.
The resident’s complaint is about the landlord’s handling of: Reports the property was unsuitable for her family’s needs. Its decision about the resident’s right to buy request and information provided. Leaks, damp and mould. Outdated information about the household recorded on its systems. We have also considered the landlord’s complaint …
REPORT COMPLAINT 202318147 Clarion Housing Association Limited 30 January 2026 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
The resident’s complaint is about the landlords handling of: Damp and mould, and the associated repairs. The associated complaint.
The complaint is about the landlord’s handling of concerns raised by the resident about the conduct of a member of staff during and after a home visit. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of roof repairs. 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 leak. We have also considered the landlord’s complaint handling.
The complaint is about: The time taken for the landlord to remove scaffolding. The landlord’s response to the leaseholder’s report of damage caused to the property by scaffolding it had erected. We have also considered the landlord’s complaint handling as part of the investigation.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs in the bathroom and associated damp and mould. Reports of issues with the heating system. Concerns about the communal laundry facility. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about how the landlord handled: the resident’s reports of damp and mould. the resident’s reports of antisocial behaviour. 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); Request for sensor lighting. The Ombudsman has considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the resident’s report of roof repairs and damp issues in her home. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of noise from a communal boiler. We have also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of damp and mould in the resident’s home. We have also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Tenancy while she was away from the property. Son’s vulnerabilities while she was away from the property. Associated complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of damp, mould, and the associated property repairs. Response to the resident’s reports of a faulty kitchen window. Response to the resident’s request for it to replace household appliances. Complaint handling.
The resident’s complaint is about the landlord’s handling of: Damp and mould and draughts in her property. The information held on its records. Her request to be rehoused. The complaint.
The complaint is about the landlord’s: Response to reports of noise nuisance. Handling of a window repair. Handling of heating repairs. Response to reports of damp and mould. Handling of repairs to wall and ceiling cracks. Handling of a communal lift repair. Maintenance of bins in the communal area. Processing …
This complaint is about the landlord’s handling of the resident’s: Reports that her floor was sinking. Reports of rodents in her property. This complaint is also about the landlord’s handling of the associated complaint.
The complaint is about the landlord’s: response to the resident's concerns about the communal grounds maintenance. handling of the complaint. We have also considered the landlord’s record keeping.
The complaint is about: The landlord’s handling of the resident’s reports of noise. The landlord’s handling of the resident’s concerns about his personal data.
The complaint is about the landlord’s handling of the resident’s concerns that it did not properly secure her home following a house fire. 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 pest concerns. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damp and mould, and associated repairs within the property. Request for it to repair the windows and doors at the property. Concerns about damage to the garden path. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of bathroom repairs. The Housing Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of: The resident’s reports of disrepair and damp and mould. The resident’s reports of antisocial behaviour (ASB). The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of an overhanging tree. 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, and associated repairs within the property. Associated complaint.
The complaint is about the landlord’s handling of the resident’s request for it to reconsider the external communal area arrangements. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour. concerns about fire safety in the block. reports of the communal front door being unsecure. concerns about the cleanliness of the communal areas. The Ombudsman has also taken the decision to investigate the landlord’s handling of …
The complaint is about the landlord’s handling of: The resident’s reports that the communal door was not secure. The resident’s reports that the bin store was not secure and was unclean. The resident’s reports that the flooring in the building is noisy. The resident’s reports of damp and mould. The …
The resident’s complaint is about the landlord’s: Handling of the resident’s reports of anti-social behaviour (ASB). Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of outstanding repairs to the first floor windows, a bathroom window, and the back door in the property. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp, mould and associated remedial works at the property. Complaint.
REPORT COMPLAINT 202414474 Westward Housing Group Limited 18 September 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
The complaint is about the landlord’s response to the resident’s reports of damp and mould from 2024. We have also considered the landlord’s complaint handling as part of the investigation.
The complaint is about the landlord’s handling of: The resident’s reports of loud music coming from a neighbouring property. 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 |