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 concerns about the support it provided and his request for a male housing officer. The resident’s request to be moved and concerns he would be evicted. The complaint. The landlord responded to the complaint at both stages of its process …
The complaint is about the landlord’s handling of: Damp and mould in the property. The resident’s complaint regarding staff conduct. The resident’s concerns regarding its record keeping. The level of compensation offered.
REPORT COMPLAINT 202322989 Sanctuary Housing Association 26 June 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 handling of the resident’s: Concerns about the shared boiler flue system. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: reports of repairs and damp and mould in the property. reports of cracks and structural defects in the property. concerns about fire safety. request for it to make reasonable adjustments and provide a property that met his disability needs. rent …
The complaint is about the landlord’s handling of: The resident’s request for adaptations at her property. The associated complaint.
The complaint is about the landlord’s: handling of repairs to the resident’s boiler. response to her concerns about the conduct of an engineer. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about the landlord’s response to the resident’s concerns about: A leak in the kitchen A leak in the toilet room. Condensation on the pipes.
The complaint is about the landlord’s handling of: Adaptation of the property, including lack of communication and delays to the works. Storage of the resident’s possessions, including her request for reimbursement of removal costs. The resident’s reports of damage to her crockery and glassware. The resident’s request to be decanted …
The complaint is about the landlord’s handling of the resident’s reports of: Issues with the hot water system at the property. Subsidence and cracks inside and outside the property.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s: reports of internal repairs to her property and damage to her front door. complaint.
The complaint is about the landlord’s handling of: Damp and mould, including its associated communication. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks. Reports of squatters in a nearby property. Request to be rehoused. We have also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The resident’s request for a transfer. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: Reports of damp and mould. Associated complaint.
The complaint is about the landlord’s handling of: A furniture and flooring package charge included on the resident’s rent account. The associated complaint.
The complaint is about the landlord’s handling of: the resident’s reports of ASB. the resident’s request for a property transfer. the complaint.
The complaint is regarding the landlord’s handling of the resident’s concerns about: Increases in rent and service charges. Repairs to the communal front door. Repairs to the communal lift. Reports the communal television was not working. Maintenance of the communal garden. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s repair requests. We have also considered the landlord’s complaint handling as part of the investigation.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damp and mould in the property and the associated repairs. Concerns regarding vandalism in the communal car park. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Request for adaptions to the property, including concerns that the landlord did not properly consider her health needs. Associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Concerns regarding the delays in the window and kitchen replacement. Associated complaint and communication requirements.
The complaint is about the landlord’s handling of the resident’s reports: His garden had been damaged. The hedges at the property were not being maintained.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks and outstanding repairs. Reports of pest infestation in the property. Reports of a burst kitchen pipe. Formal complaint.
The complaint is about the landlord’s handling of: Repairs following a leak into the property. The resident’s associated complaint.
The complaint is about the landlord’s response to Reports of anti-social behaviour (ASB) from a neighbour. A boundary dispute between the resident and the neighbour.
The complaint is about the landlord’s: Handling of the repairs to the resident’s property following a leak from a neighbouring property. Response to the resident’s concerns about the safety of the property’s kitchen ceiling following the leak. Complaints handling.
The complaint is about the landlord’s: handling of repairs to windows and external doors. response to the resident’s request for compensation due to high heating bills. response to the resident’s request for a new kitchen. We have also considered the landlord’s complaint handling.
The complaint is about the resident’s concerns about the landlord’s: Communication about service charge payments. Live chat facility. Complaint handling.
This complaint is about the landlord’s handling of: The resident’s reports of leaks, damp, and mould in the property. The resident’s report of subsidence to the kitchen floor. The resident’s request for a replacement front door. The bath replacement. Its communication on the pre-action protocol process and compensation on the …
The complaint is about the landlord’s handling of the resident’s concerns about: Grounds and estate maintenance. The caretaker’s performance.
The complaint is about: The landlord’s handling of repairs required to resolve a water leak. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s report of a leak from the flat above into her bathroom and the resulting damp and mould. The associated complaints.
The complaint is about the landlord’s response to the resident’s reports of: Draughty windows. Damp and mould. Damage to his bedroom ceiling.
The complaint is about the landlord’s: Handling of the residents reports about the condition of the property, including boiler problems, damp and mould and other health and safety issues. Response to the resident’s complaint about its handling of her antisocial behaviour, and noise nuisance reports. Handling of the resident’s request …
The complaint is about the landlord’s handling of: Repairs to the property. The resident’s reports of damp and mould. An external sewage leak. A pest infestation.
The complaint is about: The landlord’s handling of the resident’s request to sell their interest in the property. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s request for information on how the service charge is calculated. The associated complaint.
The complaint is about the landlord’s response to reports of heat loss 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 resident’s reports of asbestos in the property. the resident’s reports of Antisocial Behaviour (ASB). the resident’s request to be rehoused. the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Concerns about the level of the service charge. Reports of issues with its estate management. Reports of items left in external bin stores. Reports of external building disrepair. Reports about the communal front entrance door (CFED). Concerns about the demarcation …
The complaint is about the landlord’s handling of the resident’s: Concerns regarding staff conduct. Reports of antisocial behaviour (ASB). Reports of delays with installing safeguarding measures at the property. Concerns about a 'visit in pairs' marker . We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports about the standard of communal services, namely: Grounds maintenance. Communal cleaning. Complaint.
The complaint is about the landlord’s handling of the resident’s: Right to Acquire application (RTA). Communications and Complaint.
The complaint is about the landlord’s response to the resident concerning: His reports about communal issues including doors, an electricity bill and lighting. His reports about property repairs. His request for a managed move.
The landlord’s response to the resident’s complaint about: It disconnecting his gas supply. His request for compensation for damage it caused to his gooseberry bush. We have also investigated the landlord’s complaint handling.
REPORT COMPLAINT 202322301 Camden Council 14 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. This is […]
The complaint is about the landlord's handling of the resident’s concerns regarding the validity of the fire risk assessment and his queries concerning the proposed works to install a communal fire alarm system. The landlord’s handling of the complaint has also been considered.
The complaint is about: the landlord’s changes to its allocations policy. the landlord’s handling of a rehousing application. The landlord’s complaints handling.
| 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 |