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: Damp and mould in her property. Unacceptable staff conduct. Her request for reasonable adjustments. Unannounced visits from contractors to carry out works. The condition of her property, following a decant, including repairs to the heating system and damage …
The complaint is about the landlord’s handling of: Fire alarm tests in the block. The resident’s reports of pests. The resident’s reports of damp, mould and foul-smelling odour.
The complaint is about the landlord’s response to the resident’s: request for a stock condition survey request for bathroom repairs report of a leak The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of Anti-Social Behaviour (ASB) complaint handling
The complaint is about the landlord’s response to the resident’s: Reports of noise. Request for property improvements.
The complaint is about the landlord’s response to the resident’s request for soundproofing. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to the communal gate. Service charges.
The complaint is about the landlord’s handling of: The sale of the resident’s property. The associated complaint.
The complaint is about the landlord’s communication around its repair responsibilities. 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 rodent infestation. The resident’s dissatisfaction with a contractor’s behaviour at the property. 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 leaks, damp and mould, and associated repairs within her property. Concerns about the cladding on the outside of the building. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports about: Repairs to radiators in the bathroom, bedroom, associated damage, and increased energy usage at the property. A radiator to be installed in the living room. The slabs to be replaced and removal of the waste in the garden. …
This complaint is about the landlord’s handling of : The resident’s reports about communal electric repairs. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB). complaint.
The complaint is about the landlord’s handling of: Leaks to the resident’s property. Subsequent repair works. The associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about:
The complaint is about the landlord’s handling of: A dispute over the location of the resident’s parked car. The resident’s reports of damp and mould. We have also considered the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s: Decision to issue the resident with a letter concerning her conduct towards a member of staff in September 2022. Handling of a telephone conversation with the resident in November 2022. Handling of the resident’s reports of anti-social behaviour. Handling of the resident’s subject access …
The complaint is about the landlord’s handling of the resident’s: Reports of safety issues in the kitchen. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: application to be on the council’s waiting list. complaint made in 2017 about antisocial behaviour (ASB). reported nuisance caused by her neighbour’s dog including its communications with her. request for a management move. associated complaint.
The complaint is about the landlord’s handling of: The resident's reports about the standard and frequency of grounds maintenance in the car park area. The associated complaint.
The complaint is about the landlord’s handling of: Reports of a loss of hot water. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s concerns about: Errors in the billing of service charges. The level of service charges. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of concerns about grounds maintenance. Handling of concerns about parking. Handling of reports of mould at the property. Complaint handling.
This complaint is about the landlord’s handling of: The resident’s reports of high energy usage following the installation of a new heating system in August 2022. The resident’s reports of high energy usage following the installation of storage heaters in April 2024. The resident’s complaint about a guttering repair.
This complaint is about the landlord’s handling of: the resident’s concerns about insurance claims. the resident’s concerns about a service charge increase. the resident’s reports of a leak affecting the property and subsequent internal damage. This Service has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of reports about: the central heating system; leaks and associated repairs; the external fan to the bathroom; and bedroom window frames. We have also considered the landlord’s handling of:
The complaint is about the landlord’s: Response to the resident’s reports of a burglary at the property. Complaint handling.
The complaint is about the landlord’s handling of: Repairs to a leak. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of problems with the heating system and thermostat. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s response to the resident’s: Report of a leak. Request: That it buy back his property. For information relating to his property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Concerns about the safety and security of the communal bin stores. Associated complaint.
This complaint is about the landlord’s response to: The resident's reports of repairs to their bathroom. The resident’s concerns that the communal gardens and bin areas were not being regularly maintained and fly tipping. The resident’s concerns about the standard of the communal cleaning at their block. This complaint is …
The complaint is about the landlord’s handling of the resident’s reports of: Faults with the storage heaters and the time taken to replace them. 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 an electrical house fire. Associated complaint.
The complaint is about: The landlord’s handling of the resident's request to move. The landlord's handling of the resident's complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Leaks, damp and mould in her home, together with the associated repairs. Antisocial behaviour (ASB) from her upstairs neighbour. The Service has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of: Blocked drains and pipes, which caused multiple back surges of sewage into the property. The dissolution of estate meetings and communication about this. An increase in service charge. The formal complaint.
The complaint is about the landlord’s response to: The resident’s concerns about her boiler. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) and concerns of domestic abuse. Request for a managed move. The associated complaint.
The complaint is about the landlord’s response to the resident’s request to repair a gate to the communal bin area. The Ombudsman has also considered the landlord’s complaint handling as part of the assessment.
The complaint is about the landlord’s response to the resident’s request to resolve an issue with the external communal lights. The Ombudsman has also considered the landlord’s complaint handling as part of the assessment.
The complaint is about the landlord’s handling of the resident’s: Reports of communal repairs. Concerns regarding communal cleaning. Concerns relating to fire safety, including fire doors and cladding. Complaint.
The complaint is about the landlord’s handling of records relating to the resident. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The replacement of the heating system and the resident’s reports of damp and mould. Request for soundproofing. Request for a replacement kitchen. The related complaint.
The complaint is about the landlord’s handling of: The resident’s reports of outstanding repairs to a bin shed lock. The resident’s reports of outstanding repairs to an external gate. The resident’s complaint.
The complaint is about the landlord’s handling of: An emergency repair to the resident’s bathroom light. The resident’s reports of communal lighting repairs.
The complaint is about the landlord’s handling of the resident’s reports of: Noise nuisance and anti-social behaviour (ASB). Staff misconduct. 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 (ASB) and communication from the Housing Officer (HO). Request for a move to another property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Concerns about damp and mould within the property. Request to transfer to another 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 |