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 resident’s complaint is about the landlord's handling of: Reports about the quality of cleaning in the building. Repairs to the communal front door. Reports that the bin shed code was shared by contractors. A request for CCTV footage. We have also considered the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s response to the resident’s concerns about: Its handling of her personal belongings while she was in alternative accommodation. Loss of room use.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) by a neighbour and ASB in the area. Request for a housing transfer. Concerns about staff conduct. Complaint.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould following the completion of work outside his home. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s reports of dangerous electrical wiring in his garden. The landlord's request for access to the resident's home to complete an electrical safety check.
The complaint is about the landlord’s handling of the resident’s: Request for it to rehouse him. Request for a reasonable adjustment. Request for it to cover costs incurred during his property move. Reports of drainage repairs. Associated complaint.
The complaint is about the landlord’s response to the resident’s repair requests. We will also consider the landlord’s complaint handling as part of this assessment.
The complaint is about the landlord’s response to the resident’s: Report of damp and mould. Request to renew the windows. Request to renew the insulation. Request to renew the boiler. Request to renew the hallway radiator. Request to repair the roof soffits. We will also consider the landlord’s complaint handling …
The complaint is about the landlord’s response to the resident’s concerns around the condition of the block’s communal areas. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Kitchen repairs following damp works. The associated complaint.
The complaint is about the landlord’s: handling of a new property sale. response to the resident’s concerns about the valuation of his property. response to the resident’s concerns about staff conduct.
The complaint is about the landlord’s handling of: Reports of repairs to the property. Requests for recycling services.
The complaint is about the landlord’s response to the resident’s: Request for a new rear fence. Report of a leaking tap. Concerns about staff conduct including allegations of acting maliciously. The Ombudsman has also considered the landlord’s complaint handling.
The resident’s complaint is about:
The complaint is about the landlord’s: Communication regarding the resident’s request to move property. Handling of outstanding repairs, namely: Faulty windows. Damp and mould. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the front entrance door. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of water ingress and associated damp and mould. complaint.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The resident’s requests that it move her.
The complaint is about the landlord’s handling of the resident’s: Reports of multiple repairs required to the property. Concerns about the electrics and electrical safety. Concerns about the layout of the kitchen. Concerns about Asbestos Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of water ingress through the wall, which caused internal water damage. Formal complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould and the associated repairs. The repairs to the back door and the adjacent skirting board. The associated complaint.
The complaint concerns the landlord’s: Handling of works to address damp and mould and the resident’s temporary move to alternative accommodation. Response to the resident’s concerns about the conduct of its staff. We also considered the landlord’s handling of the related complaint.
The complaint is about the landlord’s: Response to reports of repairs required to a neighbour’s roof, a replacement sink, a front door, toilet and floorboards. Response to reports of a kitchen roof leak, damp and kitchen unit repairs. Handling of the associated complaint.
The complaint is about the landlord’s handling of: Grounds maintenance services and window cleaning costs. Queries about communal gas charges and communal cleaning charges for the resident’s building. The associated complaint.
The complaint is about the landlord’s response to the resident’s reports of: Repairs subject to court proceedings in 2023. Leaking gas pipes under the floor of the cloakroom.
The complaint is about the landlord’s handling of resident’s reports of defects in the new build 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 carbon monoxide leak from the boiler. We have also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s request for aids and adaptations in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Request for a service charge refund from November 2013. Associated complaint.
The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB) from neighbours, including noise nuisance, bullying, harassment, and intimidation. the resident’s reports of breaches of tenancy including dogs living in the block, drug use, and benefit fraud. the associated complaint.
The complaint is about the landlord’s handling of the resident’s enquiries about fire safety works completed in 2022. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident's request for a repair to her flooded balcony. The associated complaint.
This complaint is about: The level of service charges and the resident’s liability to pay them. The landlord’s communication with the resident concerning the service charges. The landlord’s handling of the resident’s concerns about the quality of works. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour. complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of issues with his boiler. Associated formal complaint.
The complaint is about the landlord’s handling of: Noise reports made by the resident’s neighbour. Information relating to the resident’s son living at the property. The resident’s concerns that the landlord has discriminated against her son. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of a chargeable repair to the property’s toilet. Response to the resident’s concerns about various other issues. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Reports of a gas leak. Pest control and a contaminated water tank. Repairs to the roof and electrical wiring. The formal complaint.
The complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB). the resident’s personal data. the associated complaint.
The complaint is about the landlord’s handling of: The resident’s concerns about estate inspections, the local office and caretaking. A staff member contacting the resident’s GP without his consent.
The complaint is about the landlord’s response to the resident’s: Reports of repairs to the shower, and a lack of hot water. Query about the removal of the previous tenant’s furniture. Query about council tax. Concern about its handling of matters at the start of his tenancy in May 2020.
The complaint is about the landlord’s handling of: The resident's request for hot water and heating repairs. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Noise and pigeon nuisance. A back surge of sewage in his bathroom. Black mould in the bedrooms of his property. We have also investigated the landlord’s complaint handling.
The resident’s complaint is regarding the landlord’s handling of: Repairs and reports of damp and mould in the property. A move to temporary accommodation. Concerns regarding staff conduct. Concerns regarding damage to personal items/property. The resident’s complaints and the amount of compensation offered. In accordance with paragraph 42.a. of the …
This complaint is about the landlord’s handling of: The resident’s request for the landlord to write off his arrears because of the anti-social behaviour (ASB) he had experienced. The resident’s request to be rehoused.
The complaint is about the landlord’s: Response to the resident’s reports of repairs. Complaint handling.
The complaint is about the landlord’s handling of the resident’s report of a leak in the 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 damp and mould and a request to replace the wet room. The associated complaint handling.
The complaint is about the landlord’s handling of the resident’s: Request for permanent rehousing and concerns it misplaced sensitive personal documents. Request for temporary accommodation. Reports of multiple outstanding repairs. Associated complaint.
The complaint is about the landlord’s handling of: Repairs to the bathroom roof and ceiling. The resident’s 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 |