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 response to the resident’s reports of: a roof leak property damage as a result of the leak The Ombudsman has also considered the landlord’s: complaint handling record keeping
The complaint is about the landlord’s: Maintenance of an external communal area at the resident’s property. Complaint handling.
The complaint is about the landlord’s handling of: An emergency request to access a communal cupboard. The associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about parking. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak causing flooding to the property. Associated complaint.
The complaint is about the landlord’s handling of: The resident’s housing transfer application for a move on medical grounds. A safeguarding referral. The associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about: Her rent and service charge. The sign-up process. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s reports about: The condition of the property, including damp and mould, excess dust, and excessive cold. The conduct and opinion of surveyors. Anti-Social Behaviour (ASB). We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of structural movement of the property. Reports of damp and mould and the associated damage to his belongings.
The complaint is about the landlord’s: Handling of the repairs to the kitchen. Handling of the repairs to the bathroom. Response to the resident’s complaint. Consideration of the resident’s vulnerabilities. Record keeping.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould as well as concerns about energy efficiency and cavity wall insulation. Complaint.
The complaint is about the landlord’s response to the resident’s: Request for a key fob. Reports of antisocial behaviour (ASB). Reports of suspected lodgers living at neighbouring properties. Associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of a loss of heating and hot water. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reported water leaks and damage caused; the associated complaint.
The complaint is about the landlord’s: Handling of reports of subsidence. Complaint handling.
The complaint is about the landlord’s: Position regarding an upgrade to the property’s heating system. Handling of repairs to the property’s storage heaters. Handling of repairs to the property’s garden gate and fence. Response to the resident’s request for a managed move. Complaint handling.
The complaint is about the landlord’s handling of: planned works in the resident’s property and the conduct of the contractor’s staff. the reports about the handling and suitability of the temporary accommodation. the associated complaint.
The complaint is about the landlord’s handling of: A roof leak, damp and mould, and internal repairs. The resident’s reports of damage caused to her possessions. The Ombudsman has also considered the landlord’s: Complaint handling. Knowledge and information management.
The complaint is about the landlord’s handling of the resident’s: Concerns about a new lock in the front door of the property. Request for a fence to be installed in the front garden. Reports of damp and mould, and associated repairs within the property. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of a leak in her garden. We have also looked at the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: Repairs in the property including asbestos, damp, and mould. Communication. The Ombudsman has investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s transfer application and banding. Overcrowding in the resident’s property. Damp and mould in the resident’s property. The resident’s request for a temporary move. The complaint. The landlord’s complaint policy defines a complaint as an expression of dissatisfaction, however made about …
The complaint is about the landlord’s handling of: Repairs to the lifts. Leaks in the communal areas. Individuals sleeping in the communal areas. The resident’s housing application and banding. Reports of statutory overcrowding in the resident’s property.
The complaint is about the landlord’s handling of the residents: Reports of leaks in the property. Associated complaint.
This complaint is about the landlord’s handling of: The resident’s concerns about the replacement of communal lifts. The associated complaint
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in her home. The resident’s concerns about the safety of the electrics in the property. This service has considered the landlord’s complaint handling.
REPORT COMPLAINT 202331300 Estuary Housing Association Limited 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 […]
The complaint is about the landlord’s response to the resident’s: Request for a smoke test to establish how cooking fumes were entering the property. Concerns raised regarding the landlord’s management of asbestos within her property. Concerns raised regarding her fences at the property. Concerns raised about her health and wellbeing …
The complaint is about the landlord's handling of the recovery of service charge arrears. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A radiator repair. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould and the associated repairs. The resident’s complaint.
The complaint is about the landlord’s handling of: the resident’s concerns about the accuracy of the service charges. the resident’s concerns about the administration of her service charges. the replacement of the resident’s conservatory. the replacement of the resident’s Velux windows. the associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by neighbours of his previous property. The landlords response to the resident’s request for reasonable adjustments at his previous property. The landlord’s non-disclosure of ASB reports about the resident’s current neighbour. The landlord’s handling of …
The complaint is about the landlord’s handling of: The resident’s rehousing application. The resident’s reports of outstanding repairs and damp and mould within her property.
The complaint is about the landlord’s handling of the resident’s: Reports about the conduct of its contractor’s operative. Reports of required repairs to the boiler. Enquiries about rent arrears.
The complaint is about the landlord’s response to the resident’s: Enquiries about electric car charging points. Concerns about parking enforcement. Concerns about communal landscaping. Enquiries about an ultra-low emission vehicle (ULEV) incentive scheme. Reports of a back door defect. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: handling of reports of antisocial behaviour (ASB). handling of repairs to external communal doors. handling of the installation of CCTV. response to service charge queries. complaint handling.
The complaint is about the landlord’s handling of: The resident’s request for a new kitchen, bathroom, and windows. Repairs to the kitchen. The resident’s reports of damp and mould in the bathroom. The resident’s complaint.
REPORT COMPLAINT 202420420 London & Quadrant Housing Trust (L&Q) 11 July 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The complaint is about the landlord’s handling of: the resident’s reports of a leak and remedial repairs. the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Roof leaks. Fly infestation. We have also considered the landlord’s complaints handling.
The complaint is about the landlord’s: Response to the resident’s reports about leaks into her property. Complaints handling.
The complaint is about the landlord’s handling of the resident’s reports about: her request for adaptations to her property. repairs to her property, including external garden maintenance. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: A roof leak, ceiling renewal, and asbestos management. The resident’s request for the landlord to compensate her for damaged belongings The resident’s request for the landlord to provide temporary accommodation during repair works. Damp and mould. We have also considered the landlord’s …
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in the property. Reports of draughts entering the property through the front and rear doors and electrical consumer unit. The Ombudsman has also investigated the landlord’s complaints handling.
REPORT COMPLAINT 202427921 Haringey London Borough Council 9 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 response to the resident’s reports that carpets and flooring were contaminated and the smelt of urine. The Ombudsman has also considered the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: A leak in the property and the associated repairs needed including the flooring. Damp and mould. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of pigeon guano on the communal area outside his back door. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A bathroom heating rail installation. 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 |