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: Request for a new kitchen. Concerns about the condition of the bathroom flooring. Reports of a faulty electric shower. Concerns about window cleaning. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of a roof leak and the associated damp and mould. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of: The resident’s request for repair to the steps and the handrail at the front of the property. The replacement of the resident’s front door. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: reports of heating and hot water issues at the property. associated complaint.
The complaint is about the landlord’s handling of the resident’s: reports of heating and hot water issues at the property. associated complaint.
The resident’s complaint is regarding the landlord’s handling of: Repairs to a communal door lock. An Anti-social Behaviour (ASB) case and associated reports.
The complaint is about the landlord’s handling of: Repairs to the wet room. Repairs to the heating and hot water system. The resident’s temporary decant. The associated complaint. Record keeping.
The complaint is about: The landlord’s handling of the resident's service charge administration. The level and reasonableness of the resident’s service charges. The landlord’s complaint handling.
The complaint is about: The landlord placing a warning marker about the resident on its systems. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the works to: The paving and an overgrown tree. The garden boundary fence. This investigation has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns about the adequacy of the insulation in the home. Handling of the formal complaint.
The complaint is about the landlord's handling of the resident's: Reports of damp and mould. Request to be rehoused. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Photographs on her property file, which do not reflect the current condition of the property. The landlord’s complaint handling.
The complaint is about the landlord’s handling of compensation. We have also investigated 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. Temporary move.
The complaint is about: The level and increase of service charges. The landlord’s handling of requests for information about service charges.
The complaint is about the landlord’s handling of: Drainage issues. Reports of damage to the resident’s conservatory and sheds. Repairs to the kitchen floor. The resident’s concerns about a gas meter. Requests to replace a back door.
The complaint is about the landlord’s: The quality and standard of the repairs during the decant. The response to reports of damage to personal belongings. Response to reports of a water leak and the handling of subsequent remedial repairs. The handling of a decant, including the suitability of the provided …
The complaint is about the landlord’s: Handling of the resident’s reports of anti-social behaviour (ASB). Handling of a contractor’s conduct at an appointment on 28 June 2023. Administration of annual gas safety checks. Handling of repairs to restore the resident’s heating and hot water. Handling of repairs caused by leaks …
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by a neighbour between November 2022 and May 2024. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about staff conduct. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the fences at the bottom of the stairwell and top of the terrace to the resident’s 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 a mice infestation at her property. The Ombudsman has also considered the landlord’s handling of the associated complaint.
This complaint is about: The landlord’s administration of the resident’s rent and service charge account. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Leaks into the property and subsequent damp and mould. Damages to personal property. Issues with faulty air bricks. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to the resident’s boiler. The associated complaint.
The complaint is about the landlord’s handling of: Reports of repairs to the roof, including the required insulation. Reports of staff conduct.
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) and noise nuisance. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: reports of water penetration and associated damp and mould, including internal and external works. requests for compensation for damage to personal property. associated complaint.
The resident’s complaint is about the landlord's handling of: Reports about the quality of cleaning in the building. Repairs to the communal front door. Reports that the bin shed code was shared by contractors. A request for CCTV footage. We have also considered the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s response to the resident’s concerns about: Its handling of her personal belongings while she was in alternative accommodation. Loss of room use.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) by a neighbour and ASB in the area. Request for a housing transfer. Concerns about staff conduct. Complaint.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould following the completion of work outside his home. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s reports of dangerous electrical wiring in his garden. The landlord's request for access to the resident's home to complete an electrical safety check.
The complaint is about the landlord’s handling of the resident’s: Request for it to rehouse him. Request for a reasonable adjustment. Request for it to cover costs incurred during his property move. Reports of drainage repairs. Associated complaint.
The complaint is about the landlord’s response to the resident’s repair requests. We will also consider the landlord’s complaint handling as part of this assessment.
The complaint is about the landlord’s response to the resident’s: Report of damp and mould. Request to renew the windows. Request to renew the insulation. Request to renew the boiler. Request to renew the hallway radiator. Request to repair the roof soffits. We will also consider the landlord’s complaint handling …
The complaint is about the landlord’s response to the resident’s concerns around the condition of the block’s communal areas. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Kitchen repairs following damp works. The associated complaint.
The complaint is about the landlord’s: handling of a new property sale. response to the resident’s concerns about the valuation of his property. response to the resident’s concerns about staff conduct.
The complaint is about the landlord’s handling of: Reports of repairs to the property. Requests for recycling services.
The complaint is about the landlord’s response to the resident’s: Request for a new rear fence. Report of a leaking tap. Concerns about staff conduct including allegations of acting maliciously. The Ombudsman has also considered the landlord’s complaint handling.
The resident’s complaint is about:
The complaint is about the landlord’s: Communication regarding the resident’s request to move property. Handling of outstanding repairs, namely: Faulty windows. Damp and mould. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the front entrance door. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of water ingress and associated damp and mould. complaint.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The resident’s requests that it move her.
The complaint is about the landlord’s handling of the resident’s: Reports of multiple repairs required to the property. Concerns about the electrics and electrical safety. Concerns about the layout of the kitchen. Concerns about Asbestos Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of water ingress through the wall, which caused internal water damage. Formal complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould and the associated repairs. The repairs to the back door and the adjacent skirting board. The associated 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 |