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 lift breakdown. the resident’s request for emergency lift breakdown procedures if the lift were to break down again. the associated complaint.
The complaint is about the landlords: Handling of the resident’s reports of repairs at the property. Complaint handling.
The complaint is about the landlord’s handling of: The repair required to the resident’s boiler and the resident’s reported increase in energy usage. The resident’s issues with a decoration voucher. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202319794 Regenda Limited 7 March 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 complaint is about the landlord’s handling of:
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) from the neighbour above. Concerns about staff conduct and missed appointments. Concerns about the layout of the kitchen and lack of a shower. Associated complaint.
This complaint is about the landlord’s response to: The resident’s request to be rehoused. The resident’s reports about repairs, damage to personal belongings, and household vulnerabilities. The landlord's complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of repairs to her windows. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of foul smells from drains in the property.
The complaint is about the landlord's handling of the resident’s: Reports of antisocial behaviour (ASB). Concerns about the neighbour’s CCTV. Associated complaint.
The complaint is about the landlord’s handling of: The resident’s queries about her service charge account. The associated complaint.
The complaint is about: The landlord’s handling of the residents’ report of a non-flushing toilet. The associated complaint handling.
The complaint is about the landlord’s handling of the resident’s: Report that a patch of land bordering the property is in poor condition, and that this has led to maintenance issues and an infestation of rats. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Request for permission to install CCTV. Reports of repairs. Concerns about staff conduct. Concerns about its management of her rent account. Concerns about an alleged data breach. The Ombudsman has also considered the landlord’s complaint …
The complaint is about the landlord’s handling of: Repairs to the resident’s boiler. The associated complaint.
The complaint is about the landlord’s handling of the proposed installation of broadband cabling to the property. We have also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s queries about his service charges. The associated complaint.
The complaint is about the landlord’s response to the resident about: A claim for a fall. Entry fobs. Staff conduct. Its complaint handling.
The complaint is about the landlord’s response to the resident about: Draughty windows and doors. Damp and mould.
The complaint is about the landlord’s response to the resident about: Repairs for the roof, stack pipe and patio door. A lean-to. Her concerns about a loft conversion to a neighbouring property.
The complaint is about the landlord’s handling of the resident’s: Report of a leak. Associated complaint.
The complaint is about the landlord's response to the resident’s: Concerns about a reference provided to another landlord. Request to check storage heaters. Request for a housing transfer.
The complaint is abou t: The landlord disclosing the resident’s information to third party organisations. The landlord’s handling of the resident’s anti-social behaviour (ASB) case. The landlord’s complaint handling.
The complaint is about the landlord's handling of the: adaptations to the resident's current property; repairs to the footpath and driveway at the resident's current property; resident's request for her fence repair costs to be refunded; adaptation and extension of the resident's new property; resident’s reports of window repairs and …
The complaint is about the landlord’s handling of: The resident’s reports that her electric meter was incorrectly wired. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Request to waive/reduce his service charges. Concerns about the treatment of damp and mould in his property. Concerns about the impact its damp-proofing work had on the size of his kitchen. Request for assistance with the maintenance and purchase of …
The complaint is about the landlord’s: Response to concerns raised by the resident about issues reported to him by other tenants. Response to internal repair issues in the resident’s property. Response to concerns raised by the resident about issues with other blocks. Response to the resident’s concerns about the communal …
The complaint is about the landlord’s: handling of reported inappropriate conduct of its contractor. response to reports that the kitchen units and flooring were damaged, following a leak. handling of the associated complaint.
The complaint is about the landlord’s handling of: The annual gas safety check and the decision to apply for a warrant. The resident’s concerns about the lack of heating and hot water. The Ombudsman has also considered the landlord’s complaint handling.
The complaint relates to: The landlord’s response to the resident’s concerns about: The garden boundary. Its handling of repairs, and her request for alternative housing and payments. The landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: The repairs to the boiler and heating. The resident’s reports of damp and mould. The repairs to the bathroom light. The removal of the overgrown trees in the garden. The repairs to the broken fence. The repairs to the windows and the …
The complaint is about the landlord’s: handling of communal grounds maintenance services. complaint handling.
The complaint is about the landlord’s: Handling of reports of a faulty boiler. Response to the resident’s request for compensation for her energy usage. We have also considered the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of her reports of: Multiple outstanding repairs. Concerns about staff conduct. A cannabis smell from a neighbouring property. This service has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of: The resident’s reports about anti-social behaviour (ASB). Repairs to the communal areas of the building. Repairs within the resident’s property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Request for carpet in the communal area. Reports of antisocial behaviour (ASB), specifically noise nuisance. The Ombudsman has also considered the landlord’s handling of the ASB complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp, mould, and the associated 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: Leaks in the property. Damp and mould, and the associated repairs. Damage to flooring during remedial works. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s handling of the resident’s reports about their neighbour’s CCTV cameras. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to: Privacy concerns related to the boundary of the garden. The resident’s reports of repairs to the garden fence. The resident’s request to move gas pipework. The resident’s reports of a pest control issue. The Ombudsman has also taken the decision to consider …
The complaint is about the landlord’s: Handling of repairs to gutters, boiler, and radiators. Response to concerns about the conduct of contractors. Response to a request for a refund.
The complaint is about the landlord’s handling of the resident’s: Concerns over car parking outside her house. Concerns about a potential data breach. Associated complaint.
The complaint is about the landlord’s response to the resident’s request for replacement doors. The Ombudsman has also considered the landlord’s: complaint handling. record keeping.
REPORT COMPLAINT 202332670 Hammersmith and Fulham Council 26 February 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 decision not to apply for possession of a property on the estate where the resident lives. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the leaseholder’s reports of: External cracks appearing at the property. Repairs to the bin store gate. Safety issues with the ground in the car park area. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of repairs to the front door of the property. Request for a grab rail. Request for help with his overgrown garden. Reports of a bathroom leak. Request for a different entry point into the property. Concern about delays in …
The complaint is about the landlord’s handling of: reports of antisocial behaviour (ASB). reports that a neighbour sublet their property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about: The offer of a property. The condition of the property when let. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: Repairs to communal areas. Repairs to the property. The resident’s reports of the bin area not being kept clean and tidy. The resident’s reports of damp and mould. The replacement of the boiler and radiators and installation of a stopcock. The resident’s …
| 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 |