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 about repairs following the end of the defects period. Request for CCTV. Request for information about a travel card and car club. Request for a prepaid envelope. Request for a notice for their car park space. We have also …
The complaint is about the landlord’s: Handling of the installation of a new front door; Response to the resident’s reports of an odour from the front door; Complaint handling.
The complaint is about the landlord’s handling of damp and mould. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of excessive heat in communal corridors. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs to communal lighting. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Excessive electricity payments. Damp and mould.
The complaint is about the landlord’s response to the resident’s: Concerns regarding adaptation works completed to the driveway. Requests for repairs. Request to adapt the kitchen to make space for a dishwasher. 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: Extractor fans not working in the kitchen and bathroom. A leak in the ceiling in the property. Mould in the property. Issues with electrics at the property . Noise and nuisance from children playing in the communal garden. …
The complaint is about the landlord’s handling of:
The complaint is about the landlord’s: Handling of the resident’s reports of a leak and the associated remedial repairs. Response to the resident's request for compensation to replace water damaged possessions. Response to the resident’s request for alternative permanent accommodation. Response to the resident's reports of racial discrimination. Complaint handling. …
The complaint is about:
The complaint is about the landlord’s handling of the resident’s reports of: The installation of external wall insulation (EWI). A roof leak, damp and mould, and associated 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 pest infestation, the subsequent repairs and damage to her sofa. The resident’s reports of damp and mould. Electrical repairs in the property.
This complaint is about the landlord’s handling of the resident’s reports of noise disturbance. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of sewage leaking from the communal stack pipe onto his balcony. The resident’s concerns that it has not considered his human rights under article 8 of the Human Rights Act 1998 in dealing with the leaks. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak from the flat above. Reports of noise nuisance from a neighbouring property and a nearby pub. Associated complaint.
The complaint is about the landlord’s handling of the kitchen extractor fan replacement. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's response to the resident's reports of harassment under the Equality Act 2010, intimidation, and targeted behaviour from a member of staff. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Request for replacement windows and reports of damp and mould. Associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about mobility scooter storage, and her request for reasonable adjustments. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to damaged personal property and contractor conduct during the resident’s temporary move. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould and related repairs. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in the property and the associated repairs. Request for a management move.
The complaint is about the landlord’s handling of: Repairs to the windows. Repairs to the boiler. The complaint.
This complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in his property. Reports of damage to his personal belongings. Request for rehousing.
The complaint is about the landlord’s handling of: Reports of damp and mould in the property. The associated complaint.
The complaint is about the landlord’s: Handling of remedial works following a leak. Response to the resident’s reports of damage to personal belongings.
The complaint is about the landlord’s handling of the resident’s reports of a leak resulting in damp and mould. 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 at the property. Repairs to windows. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of grounds maintenance issues in the communal garden. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Request for a parking space and concerns about the allocation of parking spaces. Associated complaint.
The complaint is about the landlord’s response to the resident’s: request for an adaptation to a communal pathway. reports that the condition of her neighbour’s garden was affecting her property. reports about the standard of repairs to her kitchen window and bath. request for upgrades to her heating system.
The complaint is about the landlord’s handling of the resident’s report of: Excess cold and unaffordable fuel bills. Disrepair to front door. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Concerns about the management move process. Concerns about staff conduct. The Ombudsman has also considered the landlord's complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of the communal lifts breaking down. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Issues with the condition of the property when she moved in. Outstanding repairs to the property, including the condition of the kitchen, and the related damp and mould The Ombudsman will also investigate the landlord’s handling of the …
The complaint is about how the landlord handled the resident’s: request for rehousing on medical grounds. reports of: drafty windows. a faulty storage heater. various outstanding repairs. damage to personal possessions. This report has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of repairs to the property. The complaint and the level of redress offered.
The complaint is about the landlord’s: Handling of the resident’s reports of poor conduct by contractors. Handling of repairs. Response to the resident’s concerns about the presence of lead within the property. Complaint handling.
The complaint is about the landlord’s handling of: Redress for the resident’s hot water issues from 22 July 2023 to 26 November 2023. The resident’s complaint.
This complaint is about the landlord’s handling of: Damp and mould repairs in the bathroom. The associated complaint.
REPORT COMPLAINT 202332109 London Borough of Croydon 8 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 […]
This complaint is about the landlord’s: Response to the resident’s request to have flooring thresholds installed in the property. Handling of the complaint about the flooring thresholds. Response to reports of a leak in August 2022. Handling of the complaint about the August 2022 leak.
The resident’s complaint is about the landlord’s: Handling of repairs to the bathroom and kitchen ceilings. 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: report of a leak from the flat above, and the subsequent report of damp and mould request to decorate the property following the flat leak request to make good the garden and install a higher fence request to replace a …
The complaint is about the landlord’s: Response to the resident’s dissatisfaction about a service charge increase. Handling of the resident’s reports of a roof leak. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s: concerns about the unit cost of heating and hot water. request for further information about an increase in heating and hot water charges. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord’s: Handling of repairs to the resident’s home. Response to a request for aids and adaptations. Complaint handling and the level of compensation offered.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks and associated damp. 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 |