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 leaks from the property above, and the associated repairs. Reports of a rat infestation. Concerns the water tank was contaminated. Query about the size of a bedroom.
The complaint concerns the landlord’s handling of: Repairs to the resident’s property’s sash windows. Damp and mould in the bathroom. The resident’s concerns about the heating control electrical cable. The resident’s complaint.
The complaint is about: The landlord’s handling of, and response to, the resident’s reports of an infestation of cockroaches. The landlord’s response to the resident’s request that it repair a shower hose. The landlord not reviewing the contact agreement it had in place since December 2019. The landlord’s complaint handling …
The complaint is about the landlord’s response to: The resident’s reports of antisocial behaviour (ASB) caused by her neighbours. The resident’s reports about the conduct of the housing officer. The resident’s request to be rehoused. This report also looks at the landlord’s handling of the resident’s complaints and its record …
The complaint is about the landlord’s handling of the resident’s: Concern about its maintenance of the communal areas. Reports of anti social behaviour (ASB). Concern about the service she received from her housing officer. The Ombudsman has also considered the landlord’s complaint handling.
The landlord’s handling of the resident’s request to sell her property, and; Its subsequent complaint handling.
The complaint concerns the following: The landlord’s management of estate services. The charges relating to the provision of services. the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s queries and comments in relation to a service charge consultation. The landlord’s complaints handling.
The complaint is about: the landlord’s response to maintenance and repair issues at the resident’s property. the communication with the resident over making an insurance claim following a sewage leak in August 2021. the associated complaint.
The complaint is about the landlord’s handling of: Repairs to the porch ceiling. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of fly-tipping and its use of CCTV. The resident’s reports that he had not received a breakdown of service charges. The landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s concerns about the service charge account; and The landlord’s handling of the complaint.
The complaint is about the landlord’s response to: The resident’s challenge to the level of her service charge in previous years. The resident’s request for information about her service charges. The resident’s concerns about an increase to her service charge and her request to withhold the increase pending the outcome …
The complaint is about the landlord’s handling of: Repairs to the resident’s front door and back door following reports of water ingress, and adaptations needed. The resident’s reports of pests in her property. The resident’s reports of issues with her boiler. The resident’s concerns about trees near her property. The …
The complaint is about: The landlord’s handling of the resident’s defective heating system. The landlord’s handling of allegations made about the resident by a repair operative. The landlord’s complaints handling.
This complaint is about the landlord’s: handling of heating and hot water repairs; response to the resident’s staff conduct concerns; communication; response to the resident’s standing order queries; complaint handling; record keeping.
The complaint is about the landlord’s management and handling of: reports of antisocial behaviour and allegations of subletting made against the resident. reports of harassment and a neighbour dispute. concerns that the resident’s mental health was not taken into consideration when dealing with their service requests. the resident’s request that …
The complaint is about the landlord’s: Response to the resident’s concerns regarding the windows in the communal area. Response to the resident’s reports of anti-social behaviour (ASB). Handling of the resident’s transfer request. The Ombudsman has also considered the landlord’s handling of the resident’s complaint as part of the assessment.
The complaint is about: the landlord’s handling of the resident’s reports about noise nuisance, anti-social and threatening behaviour from their neighbour. this investigation has also considered the landlord’s record keeping in this complaint.
The complaint is about; The landlord’s handling of an emergency property transfer and the resident’s access to temporary accommodation due to a serious incident of gang-related violence. The landlord’s complaint handling approaches and the level of redress offered to the resident.
The complaint is about the landlord’s: Handling of repairs to the communal front entrance door lock. Complaint handling.
This complaint is about the landlord’s: Response to the resident’s concerns about issues predating his tenancy. Handling of various repairs between mid-February and late November 2021. Handling of related decants. Complaint handling.
This complaint is regarding the landlord’s handling of: reports of others parking in the resident’s designated disabled parking bay, and; the related complaint handling.
This complaint is about: The landlord’s handling of the service charge account which resulted in an overcharge. The landlord’s handling of the associated formal complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of repeated faults with the communal entry door. Response to the resident’s request for a reduction in the communal door entry element of the service charge. Handling of the resident’s complaint.
This complaint is about the landlord’s: response to the resident’s: request for alternative accommodation; reports of anti-social behaviour (ASB); reports of cockroaches; concerns about balcony issues and parking; reports of various repair and maintenance issues; Complaint handling.
The complaint is about the landlord’s: Response to the resident’s concern’s over the accuracy and transparency of service charge billing. Response to the resident’s request for her rent increase letter regarding the 2022/23 period. Handling of the resident’s complaint. Response to the resident’s concerns that it had overcharged her in …
The complaint is regarding how the landlord handled the resident’s reports of a leak into his property. This Service has also considered the landlord’s handling of the complaint.
The complaint is about: The landlord’s handling of repairs to the drainage system at the resident’s property. The landlord’s response to the resident’s request to be reimbursed for the costs she had incurred.
The complaint is about the landlord’s handling of: The repair to the resident’s heating and hot water system, and the subsequent offer of compensation for this. The repair to the resident’s shower, and the subsequent offer of compensation for this. The associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about: his rent increase; building insurance being included in his service charge; the landlord’s communication in relation to the rent and service charge.
The complaint is about the landlord’s response to the resident’s reports of: an external wall requiring repair following a roof leak. faulty CCTV. anti-social behaviour including drug dealing and prostitution. damaged and dirty communal carpets. a delay in providing information about her rent and service charge. poor complaints handling
The complaint is about the landlord’s: Response to the resident’s reports of leaks into the property. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of issues with the heating and hot water. The associated complaint handling.
The complaint is about: The landlord’s response to a roof leak at the resident’s property, including its handling of the repairs and request for compensation. The landlord’s response to the resident’s request for reimbursement for a private plumbing bill from 2019. The action taken by the landlord to recover rent …
The complaint is about the landlord’s response to reports of damp and mould in the resident’s home. The complaint is about the administration of the resident’s rent account following an error with Housing Benefit payments.
The complaint is regarding: The landlord’s handling of a repair to the resident’s toilet. The landlord’s response to the resident’s reports of a leak coming through his bedroom window.
The complaint concerns the landlord’s: response to the resident’s complaint about an increase in their service charges. handling of the rent and service charge account. complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of Anti-Social Behaviour (ASB) perpetrated by her neighbour. Reports of a fence and shed built by her neighbour, which she asserted caused a safety issue. Request to add her husband to the tenancy agreement. Alleged outstanding repair issues, specifically …
The complaint is about: The landlord’s handling of reports of harassment by his neighbour. The landlord’s handling of the associated complaint. The landlord’s record keeping.
This complaint is about the landlord’s response to the resident’s concerns about communal repairs and maintenance of her building, including: The replacement of the communal carpet. Cleaning of the communal paved areas. Repairs to a communal fire door, the communal lighting and uneven paving slabs on the patio area. This …
The complaint is about the level of compensation offered by the landlord for its acknowledged service failures: In response to the resident’s reports about repairs to his kitchen. The complaint handling.
The complaint is about: The sale of the resident’s property and the landlord’s decision not to provide the resident with an outside tap. The landlord’s handling of the resident's complaint and its adherence to the standards set out in its Service Level Agreement (SLA). The landlord’s handling of the resident's …
The complaint is about the landlord’s handling of the resident’s reports of pests in the property. The complaint is about the landlord’s handling of the resident’s reports of repairs to the bathroom shower. The complaint is about the landlord’s handling of the resident’s requests for a decant or transfer. The …
This complaint is about the landlord’s handling of: the resident’s concerns about the condition of a communal lobby; the related complaint.
The complaint is about the landlord’s: response to the resident’s reports of a leak at his property and the subsequent damage that occurred; advice regarding the resident’s application for consideration of medical grounds for his transfer application; response following missed appointments by its repair operatives; complaints handling.
The complaint is about: the landlord’s response to the resident’s reports of a blocked sink. how the landlord responded to the resident’s formal complaint.
The complaint is about the landlord’s response to the resident’s reports about: his neighbour’s antisocial behaviour (ASB), including: noise nuisance; aggressive behaviour; using the resident’s bin; leaving litter in communal areas; keeping an unauthorised dog; noise caused by their faulty door; subsidence at the property; its employee breaching its data …
The complaint is about: The landlord’s response to safety concerns about a boiler. The landlord’s response to a report of a carbon monoxide leak. Complaint handling.
The complaint is about: The landlord’s administration of the resident’s rent account. The landlord’s provision of service charge information. The landlord’s handling of the 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 |