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 landlord’s: Management of window repairs and access panels. Response to the resident’s reports of antisocial 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 anti-social behaviour (ASB). The landlord’s handling of the complaint has also been considered.
The complaint is about the landlord’s: Response to the resident’s reports about repairs to the property. Decision to not decant the resident during repair work. We will also consider the landlord’s complaint handling as part of this investigation.
The complaint is about the landlord's response to the resident's: reports of damage to personal belongings during a temporary decant. request for a home loss payment. This report has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns about repairs in her property following fire safety works. Complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of: The standard of work carried out during the period when the property was void (empty). Adaptations to 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 damp and mould and defects at the property. complaint.
The complaint is about the landlords: Handling of the resident’s report of damp and mould. Decision not to pay the requested compensation. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202419385 Hyde Housing Association Limited 3 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 […]
The complaint is about the landlord’s: Decision to relet a property which it had marked for disposal. Decision to dispose of its housing stock. Response to the resident’s request to be added to its rehousing list. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of unpleasant smells in the resident’s property. The Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: response to the resident’s reports of damp and mould. handling of repairs to doors, internal cracks and external brickwork. response to the resident’s concerns about subsidence. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to storage heaters. Communication about planned window replacements.
The complaint is about: The landlord’s application of the lease in respect of exclusive parking and electronic charging. The level of the charge for electronic charging. The resident’s concerns about exclusive parking and electronic charging. The resident’s complaint.
The complaint is about the landlord’s handling of: Kitchen repairs following reports of a leak. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: request for compensation following a leak and pest infestation at his previous address. concerns about his move in May 2021 and the condition of his new home. reports of an issue with a payment system. request for a refund from …
The resident has complained to the Ombudsman about: The condition of the previous property upon letting. The condition of the balcony in the previous property. The landlord’s handling of damp and mould at the previous property. The landlord’s handling of the transfer to the new property. The Ombudsman has investigated …
The complaint is about the landlord’s handling of the resident’s concerns about the annual solid fuel safety check. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202337966 Birmingham City Council 30 May 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 reports of: repairs to the bathroom and kitchen, including her concerns about contractor conduct. repairs to the windows. repairs to 2 electrical sockets. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of draughts through gaps around her front door. Complaint.
The complaint is about the landlord’s response to the resident’s: Service charge queries. Reports of poor cleaning in the communal areas. Associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports about an increase in his energy bills. Contractors accessing the property roof without prior notice. The resident’s request for a rent refund and the associated complaint.
The complaint is about: The local council’s response to the resident’s reports about a faulty streetlight. The landlord’s response to the resident’s reports about a faulty streetlight. The landlord’s handling of repairs to the roof.
The complaint is about the landlord’s handling of: The resident’s concerns about her neighbour's decking, noise disturbance, and damage to her property. The resident’s privacy concerns. The resident’s dissatisfaction with it allowing her neighbour to access its van. Communication around previous offers of compensation. We have also investigated the landlord’s …
The complaint is about the landlord’s handling of the resident’s reports of: Requests for repairs following water ingress into the property. Damp and mould. The ceiling collapsing. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. We have also assessed the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports about repairs in her home. The landlord’s handling of asbestos in the property.
The complaint is about the landlord’s handling of: Leaks in the property. Damp and mould. The resident’s request to replace the upstairs bathroom.
The complaint is about the landlord’s handling of: Antisocial behaviour (ASB) reports, including items left in communal areas. A transfer request. The resident’s complaint.
The complaint was about the landlord’s response to the resident’s reports of: The resident’s fuse box “sparking”. Damp in the resident’s bathroom. A pest infestation. The condition of the resident’s kitchen. We will also consider the landlord's complaint handling.
The complaint is about the landlord’s response to the resident’s: Request for preventative measures for future floods. Request to replace a damaged fridge-freezer. Reports of broken ventilation in the property. Request to replace the window locks. Reports of a repair to the aerial socket. Reports of outstanding work in the …
The complaint is about the landlord’s handling of the resident’s: Concerns that it offered an unsuitable property in 2022 when her tenancy began. Reports of Antisocial Behaviour (ASB), communication concerns, and management transfer request. Concerns about the property’s condition. Associated complaint.
The complaint is about the landlord's handling of the resident’s reports of: Blocked drains. A leak and mould under the sink. Front door defects. Damaged fence panels. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about: The service provided by the managing company. Anti-social behaviour. The Ombudsman has also considered the landlord’s handling of the associated complaint.
This complaint is about the landlord’s handling of: Reports of water ingress from the resident’s roof. Reports of pests. Reports about issues with the resident’s boiler. The associated complaint.
The complaint is about: The landlord's maintenance and management of repairs to the block. The landlord's maintenance of CCTV. The landlord's response to the resident’s reports of anti-social behaviour (ASB) in the block. The landlord's response to the resident’s queries about the service charges. The landlord's handling of the complaint.
The complaint is about the landlord’s handling of: The mutual exchange, including the condition of the property and garden. The resident’s reports of repairs and pest infestation. The resident’s concerns about staff conduct. The resident’s reports of damp and mould, including mould damage to her possessions. The resident’s concerns about …
The complaint is about the landlord’s handling of the resident’s reports about: The level and reasonableness of estate service charges The ground maintenance service. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s report of damp and mould in the property. The Ombudsman has also considered the landlord’s complaint handling.
The resident’s complaint is regarding the landlord’s: Response to her concerns that works were not carried out in line with asbestos regulations and guidelines. Management of asbestos removal, subsequent clean up and associated repairs. Response to her request to replace her upstairs carpets.
The resident’s complaint is about the landlord’s response to: Reports of damp and mould in the property. Reports of heating and ventilation issues. Reports of incurred debt as a result of the property condition. The resident’s concerns about the landlord’s maintenance of the land at the rear garden. The resident’s …
The complaint is about the landlord’s handling of the resident's: Reports of a leak from the ensuite shower. Associated complaint.
REPORT COMPLAINT 202423985 Abri Group Limited 29 May 2025 (amended 1 July 2025) Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]
The complaint is about the landlord’s handling of the resident’s concerns about: the condition of the communal areas. noise nuisance from her neighbours’ pets.
The complaint is about the landlord’s handling of: The decant process, including the resident’s request for a permanent move to an alternative property. The resident’s request for a parking permit at the decant property. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s: handling of reports of damp and mould. understanding of the household’s vulnerabilities and support needs. The Ombudsman has also considered the landlord’s handling of the complaint.
This complaint is about the landlord’s handling of: The resident’s mutual exchange. Reports of water ingress, damp and mould. Outstanding repairs.
The complaint is about the landlord’s handling of: Snagging works in the property. The resident’s concerns about the fire alarm trunking. The landlord’s handling of the complaint has also been considered.
The complaint is about the landlord’s response to reports of a leak in the property and resulting damp and mould. The landlord’s complaint 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 |