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: Concerns about the level of service charges. Request for information about service charges. Concerns about communal repairs. Concerns about communal cleaning. Concerns about the management 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: Reports of a leak and shower repairs. Formal complaint.
The complaint is about the landlord’s handling of: repairs to the roof and damp and mould. windows and front door repairs. the resident’s request for compensation for damaged items and additional costs he said he incurred. the complaint.
The complaint is about: The landlord’s response to the resident’s reports of damp and mould and subsequent remedial repairs. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about: An unpleasant smell in the property. Having to move out of the property due to major works. The 2-week period given to move properties. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs, drainage smells, and inadequate insulation. Associated complaint.
The complaint is about the landlord’s handling of: Reports of damp and mould. Reports of a pest infestation. A request to be rehomed.
The complaint is about the landlord’s handling of the resident’s: Reports of delays in completing repairs to the communal doors and pedestrian gate. Associated complaint.
The complaint is about the landlord’s handling of: Information given to the resident about future accommodation. The resident’s dissatisfaction with the local council’s offer of alternative accommodation and the subsequent financial hardship he said he experienced.
The complaint is about the landlord’s response to: the resident’s request for the reimbursement of repair costs. the resident’s request for it to complete outstanding repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about: Errors on the service charge accounts. The cost of repairing a leaking roof potentially being passed on to him. It not advising him when there were changes to energy charges. Water pooling on a communal walkway as a …
This complaint is about the landlord’s response to the resident’s: Reports of ongoing issues with the windows and doors at her property. Concerns about the conduct of a member of its staff. This complaint is also its handling of the associated complaint
The complaint is about: The landlord’s response to the resident’s concerns about extractor fans. The landlord's complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour from a neighbour. Response to the resident’s request for a new front door due to the smell of cannabis. Handling of the resident’s complaint.
The complaint is about the landlord’s handling of: Repairs. The resident’s complaint.
The complaint is about the landlord’s response to the resident’s: Reports of defects to her: Windows. Kitchen sink. Reports of leaks in her bathroom. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damp and mould in the property. Concerns about staff conduct.
The complaint is about the landlord’s handling of the resident’s: Reports that he was unable to use his parking space. Queries about his service charge. Reports about delays in completing lift repairs. Reports about antisocial behaviour (ASB) caused by a neighbour. Reports about communal repairs, cleaning, and the caretaking service. …
This complaint is about the landlord’s handling of: The resident’s reports of water ingress in the property causing mould. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of noise from her upstairs neighbour. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: the level of rent increase in 2024. the resident’s concerns about the lack of a housing officer and the landlord’s communication with her. the associated complaint.
The complaint is about the landlord’s handling of: a reported water leak; subsequent repairs; the response to items damaged during this incident; the related complaint.
The complaint is about the landlord’s handling of: Electrical and plumbing repairs from August 2023. The resident’s request for it to replace her kitchen. A leak and electrical repairs in September 2024. The resident’s complaints.
The complaint is about the landlord’s handling of the resident’s reports of repairs to the communal lifts. 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 a loss of heating and hot water. 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. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports that her mobility scooter had been stolen and her request for compensation. The landlord’s handling of the resident’s concerns about building repairs, cleaning and service charge costs. The landlord’s handling of the resident’s reports of a pest infestation . …
The complaint is about: The landlord’s handling of the resident’s reports of no heating. The level of service charge increase. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord's handling of a rewire at the resident’s property, including:
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 the resident’s reports of repairs to the kitchen. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports about the condition of the property on moving in. Reports of bad language by a call handler during a telephone call. Support needs while he was a resident. Concerns about universal credit (UC) and Housing Benefit (HB). Requests for …
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 reports of a rat infestation. the complaint.
The complaint is about the landlord’s: Response to the resident losing access to an area at the rear of her property where she parked her car. Response to the resident’s request for a drop kerb and drive to the front of the property. Complaint handling.
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 of damp, mould, and the associated repairs. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: reports made about the resident’s placement of his bins and its response to his request for information. the resident’s associated complaint.
The complaint is about the landlord’s handling of repairs to the resident’s toilet and their request for compensation. We have also investigated the landlord's handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about access for postal deliveries. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of repairs in respect to bathroom cladding, a back door, skirting boards, worktops and internal doors. The resident’s further repairs reports about the roof, water ingress, mould treatment, a kitchen cupboard, cracks, a tree growing from under the property, …
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould at his property. The associated complaint.
The complaint is about the landlord's handling of the resident’s: Request for repairs, including exterior doors, roof fascia and guttering, and external maintenance. Concerns about asbestos.
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: Response to the resident’s reports of antisocial behaviour (ASB) from her neighbour. Decision to allocate the neighbouring property to the neighbour. Handling of the associated complaint.
The complaint is about the landlord’s handling of: Reports of leaks into the living room. Reports of damage to the resident’s property. Repairs to the kitchen floor. Reports of damp and mould. The associated complaints.
The complaint is about: The landlord’s handling of the resident’s reports of repairs needed following a leak in the loft. The landlord’s handling of the associated complaints.
| 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 |