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.
REPORT COMPLAINT 202327380 London & Quadrant Housing Trust (L&Q) 29 May 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 roof leaks affecting the property and associated repairs. Associated complaint.
The resident’s complaint was about: The landlord’s response to the resident’s request to install an electric parking gate. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Request for an explanation of the amount charged for a communal electric service charge. We have also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: report of a blocked kitchen sink; concerns about the conduct of the contractor; rent account; associated complaint.
The resident’s complaint is about: The landlord’s handling of a leak. The landlord’s handling of the resident’s concerns about security following a bicycle theft. The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the resident’s report of a leak. Complaint handling.
The complaint is about the landlord’s response to the resident’s: concerns of asbestos in an outbuilding. reports of an electrical fault . request for a skip. complaint.
The complaint is about the landlord’s: response to the resident’s report of a data breach. response to the resident’s request for a mutual exchange. handling of the associated complaint.
The complaint is about: the landlord’s handling of reports of antisocial behaviour (ASB) by and about the resident. the landlord’s decision to undertake tenancy enforcement action. The Ombudsman has also considered the handling of the resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s reports of a faulty intercom system. The resident’s reports of ongoing issues with the lifts being out of service. The resident’s request to be rehoused. The resident’s complaint.
REPORT COMPLAINT 202230408 Home Group Limited 29 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 response to: A heating and hot water outage. Issues relating to storage and a temporary decant. Concerns about outstanding bathroom repairs and the standard of workmanship. 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 and the subsequent repairs. Reports of damage to his personal belongings. Associated complaint.
The complaint is about the landlord’s response to: The resident’s reports of damp and mould in the property. The resident’s request that it replace her bathroom. The resident’s report that her curtain rail had become detached from the wall. The resident’s concerns about asbestos being present in the property. The …
The complaint is about the landlord’s handling of: The resident’s information requests about the communal heating and bin storage, the resident’s reports of repairs to the windows.
The complaint is about the landlord’s handling of the: Resident’s service charges. Resident’s reports of faults with the communal door. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the residents:
The complaint is about: The landlord's response to the resident's request for a replacement door and frame. The landlord’s complaint handling and offer of redress.
The complaint is about the landlord’s handling of the resident’s: Transfer request. Requests for repairs to the back door following an attempted break-in. Associated complaint.
The complaint is about the resident’s concerns about condition of the property at the start of the tenancy. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Requests for repairs to the balcony door. Reports that the shower was not draining properly. We have also considered the landlord’s complaint handling.
This complaint is about the landlord’s: Response to the resident’s reports of water ingress into her property. Handling of the associated complaint.
The complaint is about the landlord’s: handling of repairs to the heating system. response to the resident’s reports of damp and mould. response to the resident’s concerns about standing water. handling of a shower repair. response to the resident’s request that it remove a cat flap. The Ombudsman has also …
The complaint is about the landlord’s handling of: Issues with the wet room flooring. Issues with the tiling behind the toilet cistern. Issues with the shower curtain. Additional repairs to the remainder of the resident’s property. The resident’s complaint.
The complaint is about the landlord’s handling of repairs to the: Boiler. Kitchen, bathroom and garden. We have also investigated the landlord’s handling of the associated complaints.
The complaint is about the landlord’s response concerning: The resident’s dissatisfaction with the placement of a warning marker on his account, his concerns about the impact of this on the purchase of his home, his concerns about staff conduct, and his reports about discrimination. The resident’s reports about internal door …
The complaint is about the landlord’s handling of: A service charge refund. Report of lack of service provision. Repairs and replacement to windows and front door. Damp and mould. Lack of gas within the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Concerns as to the reasons given for the rent increase and an error on the rent increase letter. Reports of damp and mould in the bathroom and bedroom. Reports of outstanding repairs to structural cracks in the communal area and …
The complaint is about: The landlord’s handling of the resident’s reports of problems with his newly installed windows and doors. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: the resident’s report of a leak in the property. the resident’s request to be rehoused. the resident’s request to repair and replace the boiler. the resident’s request for an investigation and action plan to address outstanding repairs. the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports that her doors and windows had been affected by subsidence issues at the property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about its: Withdrawal of an offer of accommodation. Communication about rent arrears. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of various repairs. The resident’s reports that its staff and contractors were attending the property without giving notice. The resident’s concerns about staff conduct and a lack of support given to him. The resident’s reports of motorcycles being ridden …
The complaint is about: The landlord’s handling of repairs to the heating system and subsequent leak. The landlord’s response to damage to the resident’s possessions caused by a leak. We have also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Response to the resident's concerns about the death of a neighbour. Handling of the resident’s reports of antisocial behaviour (ASB). Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Reports of garden flooding, external repairs, and recharge concerns. Aids and adaptations queries. Reports of cooker issues. Safeguarding concerns. Associated complaints.
REPORT COMPLAINT 202300740 Central Bedfordshire Council 22 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 a blocked toilet and waste back-surging into her bath. The landlord’s handling of the resident’s request to move. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s reports about damp and mould. The landlord’s handling of the resident’s reports about the condition of the windows. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould and associated repairs. Reports about his kitchen floor tiles. We have also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s service charge queries. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about: Repairs to the property’s windows. Hazards in the garden of the property. Broken and blocked drains. A broken bathroom sink. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s: Concerns about damp and mould. Associated complaint.
REPORT COMPLAINT 202223933 Lambeth Council 22 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. This […]
The complaint is about the landlord’s handling of the resident’s reports of issues with: the garden paving. use of the shared garden. We have also considered the landlord’s complaint handling .
The complaint is about the landlord’s handling of the resident’s: Reports about the condition of the kitchen and the request for the kitchen to be replaced. Concerns about the communication method used by the landlord . Reports about the condition of the kitchen flooring. We have also considered the landlord’s …
The complaint is about the landlord’s handling of the resident’s: Reports about the condition of the kitchen and the request for the kitchen to be replaced. Concerns about the communication method used by the landlord . Reports about the condition of the kitchen flooring. We have also considered the landlord’s …
The complaint is about the landlord’s handling of the resident’s reports of repairs to the heating and hot water system. We have also considered 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 |