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 leak and associated work. Kitchen, bathroom, window, and door replacements. Garden maintenance. Pest control. We have also considered the landlord’s complaint handling.
REPORT COMPLAINT 202441975 Metropolitan Thames Valley Housing (MTV) 15 July 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. […]
The complaint is about the landlord’s response to the resident’s: Reports of antisocial behaviour (ASB). Reports about the standard of communal cleaning. Requests for improvements to the ventilation system. We have also considered the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord's handling of the resident’s: Subject access request (SAR). Reports of damp and mould. Reports of mice in her property. Associated complaint.
The complaint is about the landlord’s: response to the resident’s reports of damp and mould. complaint handling.
The complaint is about the landlord’s handling of: Lift repairs. Reports of anti-social behaviour.
This complaint is about the landlord’s handling of: The resident’s reports of damp and mould. An Occupational Therapist (OT) referral to assess the resident’s needs. The resident’s housing transfer. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s storage heaters. Electrical costs due to the storage heaters not functioning. The complaint. The landlord operates a 2 stage complaints process. Its policy says it will provide a stage 1 response within 10 working days and a stage …
The complaint is about: The landlord’s handling of the resident’s reports of discriminatory practices. The landlord’s handling of the resident’s concerns about the condition of the property when let. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s complaints about: Fencing. Bias. Anti-social behaviour (ASB). Compensation for rent issues. Enquiry regarding a neighbour. We have also looked at how the landlord handled the complaint about its own complaint process as part of this investigation.
The complaint is about the landlord's handling of the resident’s requests about windows repairs. We have also considered the landlord’s handling of the associated complaint.
The landlord’s handling of the resident’s: Staff conduct concerns. Complaints about works to the car park. Damp and mould reports. The Ombudsman has also considered the landlord’s complaint handling.
The resident's complaint is about the landlord's handling of: Request for a discretionary move. Reports of issues with damp and mould. Reports of belongings being damaged due to the damp and mould. Reports of issues with antisocial behaviour (ASB).
The complaint is about the landlord’s handling of: Reports of a rat infestation and associated repairs. The resident’s complaint.
The complaint is about: The condition of the property upon letting. The landlord’s handling of a ceiling collapse and associated repairs.
The complaint is about the landlord’s handling of: the resident’s reports of a leak and repairs to kitchen cupboards, the kitchen ceiling, and a faulty light. the resident’s reports of overgrown ivy affecting the property's windows. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB) from October 2023 to December 2024. The resident’s concerns about communal electricity charges linked to her own electricity meter.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Reports of window repairs. Formal complaints.
The complaint is about the landlord’s handling of the resident’s: Request to be rehoused. Reports of antisocial behaviour (ASB). Reports of issues with communal entrances to the block. Reports of issues with parking. Request it changed her name on its systems. Associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports about cracks to the bedroom ceiling. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: concerns regarding estate signage. associated complaint.
This complaint is about how the landlord handled the resident’s reports of a leak. We have also considered how the landlord handled the resident’s complaint.
The complaint is about the landlord's handling of: Repairs following the resident’s report of a burst water pipe under the kitchen. Repairs to the back door. The Ombudsman has decided to investigate the landlord’s complaint handling.
The complaint is about the landlord’s response to: the resident’s query about his service charge. the associated complaint.
The complaint is about the landlord's handling of the resident’s: Reports of a leak. Request for a surveyor's report The Ombudsman has also decided to investigate the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of a roof leak, damp and mould. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour and racial harassment. The resident’s concerns about the conduct of its staff at a meeting. The associated complaints.
The complaint is about the landlord’s handling of the resident’s: Request for replacement windows. Reports of repairs to the back door. Associated complaint.
This complaint is about the landlord’s handling of the residents: sales journey and commitments made during that process. associated complaint.
The complaint is about the landlord’s handling of: Damp and mould, water ingress and subsequent repairs to the bedroom ceiling. The resident’s concerns about asbestos. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord's handling of the resident’s reports about damp and mould. Complaint handling
The complaint is about the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB). Transfer request.
This complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The resident’s reports of inappropriate staff conduct. The contact restrictions it applied to the resident. The resident’s subject access requests (SAR). The associated complaints.
The complaint is about the landlord’s handling of the temporary accommodation, following a leak. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s: payment of compensation, and implementation of the resident’s request for a reasonable adjustment following an earlier Ombudsman determination. complaint handling.
The complaint is about the landlord’s: response to concerns about a kitchen and bathroom upgrade. handling of repairs following a roof leak. handling of reports of damp and mould. handling of concerns about scaffolding at the property. complaint handling.
The complaint is about the landlord’s response to: The resident’s request for a refund of the credit balance on his rent account, including interest and compensation. The resident’s reports that the landlord had not made reasonable adjustments. The resident’s reports that a member of staff had made inappropriate comments. The …
The complaint is about: The landlord’s handling of repairs to address blocked guttering from nesting pigeons, and its handling of follow-on repairs. The landlord’s response to the resident’s reports about damp and mould in the bedroom and its handling of repairs to address a leak, damp, and mould in the …
The complaint is about the landlord’s handling of the resident’s: Reports of damp, mould, and a leak inside the property. Reports of a broken balcony door. Query about her housing priority date.
The complaint is about the landlord’s handling of: Repairs to the kitchen and bathroom. Damp and mould in the property and associated repairs. Repairs to balcony railings. Repairs and decoration to a bedroom ceiling. The associated complaint.
The complaint is about the landlord’s handling of the resident’s request for it to remove a tree beyond her garden fence. We have also looked at the landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Handling of adaptations to the driveway following an occupational therapist assessment. Handling of void works in the property. Complaint handling.
The resident’s complaint is about: The landlord’s handling of reports of anti-social behaviour (ASB). The landlord’s response to the resident’s concerns around the conduct of a member of the landlord’s staff. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of: An ongoing leak causing damp and mould. Her needing a kitchen replacement. How the out of hours team dealt with her request to remove a dead rat.
REPORT COMPLAINT 202444531 Sage Homes RP Limited 24 July 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 handling of: The resident’s rehousing application. Reports of damp and mould and the associated remedial repairs. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Damp, mould, and associated window and door issues. Communal maintenance concerns.
This complaint is about how the landlord handled reports of a leak from a neighbouring property into the resident’s property. We have also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Handling of the resident’s concerns about a boiler issue. Response to the resident’s reports of damp and mould. Handling of the resident’s reports of a porch leak. Response to the resident’s concerns about asbestos. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s transfer request. The resident’s reports of antisocial behaviour (ASB). Repairs, damp and mould. The resident’s report that her bathroom is unsafe. The Ombudsman will also investigate the landlord’s handling of the resident’s 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 |