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 tenancy review. Lift repairs. The landlord’s response to the resident’s: Reports of damp and mould. Request to be rehoused. Complaint about a member of staff. Request for non-damp and mould repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). Loss of heating and hot water. Lift repairs. Concerns about the maintenance of communal areas. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould, and the associated repairs. Concerns about the condition of his garden and fencing. Reports of a rodent infestation. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Damp and mould in the property, and the subsequent damaged caused. The resident’s decant. The Ombudsman has also investigated the landlord’s handling of the complaint.
The complaint is about:
This complaint is about the landlord’s handling of: Repairs to the resident’s property including damp mould, damage to the kitchen floor, repairs to the front door and damage to walls in the communal area. The associated complaint.
The complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB) from the neighbour. The management transfer. Repairs to the electrics and front door. Communication with the resident.
The complaint is about the landlord’s handling of: The resident’s report of antisocial behaviour (ASB). The repair needed to the communal intercom system. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports he did not receive £150 compensation offered to him from a previous complaint. Reports of anti-social behaviour (ASB). Associated complaint.
The complaint is about: the impact of the landlord’s handling of antisocial behaviour (ASB) issues on the resident’s health. the landlord’s handling of: allegations of ASB about the resident, and her concerns about information used by its officer. counter allegations of ASB. the complaint.
This complaint is about the landlord’s handling of: The works to address the damp and mould in the resident’s property. The resident’s report of damage to 2 wardrobes and their TV during their decant. The associated complaint.
The complaint is about the landlord’s response to: The resident’s reports about heat loss. The resident’s reports about damp and mould and delays in respect to ‘surveyor cubes.’ The resident’s request for compensation for items damaged by damp and mould.
The complaint is about the landlord’s handling of compensation. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the front entrance door. 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 carbon monoxide leak from the boiler. We have also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s request for aids and adaptations in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident's request for hot water and heating repairs. The associated complaint.
The complaint is about the landlord’s handling of the resident’s report of a leak in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of: The resident’s reports of damp and mould in the property. The associated complaint.
The complaint is about the landlord’s handling of reports of damp and mould in the property, and the associated repairs. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Theft of the resident’s belongings from his van. Request for CCTV footage relating to theft of the resident’s belongings. Repair issues to the CCTV and communal gate. The complaint.
This complaint is about the landlord’s handling of: The resident’s reports of a roof leak and the time taken for it to remove scaffolding so the required repairs could be carried out. The associated complaint.
The complaint is about the landlord’s handling of: A compensation payment offered in a previous complaint. The associated complaint.
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 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 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 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 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 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 requests for information about the service charge. The landlord’s response to the resident’s concerns about the accuracy of the actual service charge and requests for reimbursement.
The complaint concerns the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about: 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 reports of damage to her washing machine. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s: Complaint about damage caused to his kitchen. Concerns about his son being removed from his tenancy. Request to transfer from a joint to sole tenancy. Concerns about its administration of his rent account. Concerns about harassment by the landlord. The …
The complaint is about the landlord’s handling of the resident’s concerns regarding asbestos in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of: a leak from the roof. antisocial behaviour (ASB). This report has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: repairs in the kitchen, living room and bathroom. roof repairs and associated damp and mould in the property. asbestos in the ceilings. repairs to the heating and hot water in the property. a pest infestation. antisocial behaviour concerning a neighbour. a temporary …
The complaint is about the landlord’s handling of the resident’s: reports of damp and mould. reports of responsive window, immersion heater, and trickle vent repairs. concerns about cleaning of communal areas. concerns about communication. associated complaint.
The complaint is about the landlord’s response to the resident’s request that it remove fallen trees from the communal gardens and replace fencing damaged by the fallen trees. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of: Reports of unauthorised alterations to the property. The resident’s concerns about staff conduct. The Ombudsman has also considered the landlord’s handling of the resident’s associated complaint.
The complaint is about the landlord’s: Response to the resident’s request to alter her tenancy. Response to the resident’s request for a management transfer. Response to overcrowding in the resident’s property. Handling of repairs to the sink. Complaint handling.
The complaint is about the landlord's handling of: The mutual exchange. Reports of repairs. Reports of damp and mould. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of poor cleaning, caretaking and maintenance of the property and its surrounds. Associated formal complaint.
The complaint is about the resident’s concerns around: The level of service charges associated with the resident’s property. The landlord’s communication with the resident about service charge payments. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A leak into the resident’s property which caused damp and mould. 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 |