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 reports of a blocked communal drain pipe which caused damage to her property. The resident’s request for a drain maintenance plan. The resident’s concerns about what repairs had been funded from the association’s sinking/reserve fund. The landlord’s complaint handling.
The complaint is about the landlord’s handling of a loss of hot water in the resident’s property and associated compensation. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of repairs to the property. Response to reports of damage to personal property.
The complaint is about the landlord’s: handling of the resident’s request for a bathroom adaptation, including its requirement for her to sign paperwork in relation to funding of the adaptation; response to the resident’s reports of holes in the bathroom following an asbestos survey.
The complaint is about: The landlord’s handling of the resident’s reports of flooding from his shower and its response to his request for compensation. The landlord’s handling of the associated complaints.
The complaint is about the landlord's handling of: The installation of windows at the property. The resident's request to replace a skylight. The resident’s request for a new front door. The installation of a communal light sensor switch. The correspondence it sent to the resident as part of the gas …
The resident complains about: concerns of asbestos and the asbestos sampling process damp and mould delays undertaking repairs the associated complaint and the compensation offer.
The complaint is about the landlord’s: response to reports of damage caused to the resident’s flooring following works to the property. complaint handling. The Ombudsman has also considered the landlord's record keeping.
The complaint is about the landlord’s handling of: The resident’s report of a rat infestation and subsequent repairs. The resident’s reports of multiple roof leaks and subsequent repairs. The resident’s reports of damp and mould.
The complaint is about the landlord’s: handling of reports of a silverfish infestation. response to a request for rehousing. The Service 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 immersion heater. Associated complaint.
The complaint is about: The landlord’s response to the resident’s concerns regarding service charge calculations. The service charge increase.
The complaint is about: The landlord’s handling of, and communication about, the leak in the property. The landlord’s handling of the complaint and the level of compensation offered. The resident’s request to be reimbursed for loss of rental income.
The complaint is about the landlord’s handling of: Reports of damage to items in the resident’s property. The resident’s concerns about staff conduct.
The complaint is about the landlord’s: handling of concerns about the administration of the resident’s service charge, and reports of overcharges. complaint handling.
The complaint is about the landlord’s: Response to reports of leaks causing damp and mould. Handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of mould in the communal hallway. Cyclical decoration works. The associated complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The resident’s complaint is about the landlord’s response to his reports of damp and mould, and the associated repairs. In addition, this Service has considered: the landlord’s record keeping the landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to reports of unsafe windows in the property. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of: Asbestos removal, follow on roof repair works and the replacement of a garage door. The associated complaint.
The complaint is about the landlord’s: Response to the resident’s concerns about its communication and call handling. Handling of the complaint.
The complaint is about the landlord’s handling of repairs to a communal lift. 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 lack of services charged for but not provided specifically for the lift, intercom and cleaning. Request for a managed move. Items outside her property. Related complaint.
The resident’s complaint is about the landlord’s handling of his: Reports of harassment by his neighbours. Formal complaint.
The complaint is about the landlord’s: Handling of the resident's reports of anti-social behaviour (ASB) and concerns about safeguarding. Complaint handling.
The complaint is about: The landlord's handling of repairs to a communal door. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s request for compensation for damage to her floor caused by a leak. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The level of the communal and personal heating service charges. The landlord’s response to the resident’s enquiries about the personal heating service charge. The landlord’s handling of the resident’s reports of maggots and flies in the communal areas. The landlords handling of the resident’s reports of …
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould, and repairs. Decants and request to make the move permanent. Reports of damage caused to her possessions. Rent refund request. The Ombudsman has also considered the landlord’s handling of the formal complaints.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB) due to noise. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to recharges that were raised for major works carried out. Complaint handling.
The complaint concerns: The landlord’s handling of the resident’s reporting of concerns about dust particles in the property. The landlord’s handling of stains to the walls above the storage heaters. The landlord’s complaints handling.
The complaint is about the landlord’s handling of: The resident’s reports of disrepair to her property and her concerns regarding the quality of works carried out to her property. The resident’s reports of damp and mould inside her property. The resident’s complaint about the conduct of a contractor’s operative.
The complaint is about: The landlord sharing information with the resident’s advocate. The appropriateness of the landlord’s offer of a stay in respite accommodation. The landlord’s delivery of court papers to the resident’s address. The landlord’s handling of the resident’s reports of breaches of her neighbours’ acceptable behaviour contracts. Discrimination …
The complaint concerns the landlord’s: Handling of the resident’s requests to be re-housed and for increased priority banding. Response to the resident’s internal transfer request. Handling of the related complaint.
The complaint is about: The conduct of a staff member. The landlord’s decision to place an unacceptable behaviour marker on the resident’s record. The landlord’s response to the resident’s reports of repairs to the property. The Ombudsman has decided to consider the landlord’s complaint handling.
The complaint is regarding the landlord’s handling of: Repairs to a broken fence panel. A reported mouse infestation and associated proofing works. Concerns over the standard of grounds maintenance. Reports of fly tipping. The resident’s complaint.
The complaint is about the landlord’s handling of: The property condition at the point of mutual exchange. Repairs reported by the resident after mutual exchange and associated delays. Water ingress and damp and mould. The associated complaint.
The complaint is about the landlord’s: Response to repairs including damp and mould. Response to the resident’s reports of ASB. Complaint handling.
The complaint is about: The landlord’s handling of the resident’s report of a roof leak and its communication with the resident. The landlord’s response to the resident’s request for compensation for damage to her belongings and the kitchen flooring. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s response to the resident’s repair requests. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the disposal of the resident’s personal belongings stored in a communal meter cupboard. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s decision to upgrade the warden call system. The conduct of the landlord’s staff. The landlord’s complaint handling. The resident also raised complaints about: the landlord appointing a different contractor to install the upgrade the contractor doing the installation driving dangerously on the estate and …
The complaint is about the landlord’s handling of reports of: Damp and mould. Antisocial behaviour (ASB). The unsuitability of the property and the resident’s request to move.
The complaint is about: The landlord’s management of repairs at the resident’s property. The landlord’s handling of reports of damp and mould. The landlord’s handling of the resident’s request for a property transfer. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Concern about the time taken to replace the wooden walkways at the property. Concern about the liability for the works, and the associated increase in service charges. Queries about service charges. Complaint.
The complaint is about the landlord’s handling of repairs to the resident’s property. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord’s handling of communal lift repairs. This service has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Response to outstanding repairs to the property. Response to communal repair and service provision issues. Communication with the resident. Complaint handling.
This complaint is about the landlord’s handling of: Reports of damp and mould at the property. Reports of outstanding repairs at the 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 |