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.
Decision Case ID 202427875 Decision type Investigation Landlord City of Westminster Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 22 October 2025 Background The resident moved into the property […]
Decision Case ID 202429151 Decision type Investigation Landlord Kirklees Metropolitan Borough Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 30 October 2025 Background The resident lives in a 2 bedroomed […]
Decision Case ID 202433052 Decision type Investigation Landlord Leeds City Council Landlord type Local Authority Occupancy Secure Tenancy Date 22 October 2025 Background The resident lives in a 2-bedroom flat in a high rise […]
The complaint is about the resident’s: Reports of leaks. Reports of damp and mould. Complaint.
Decision Case ID 202409587 Decision type Investigation Landlord City of Doncaster Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 20 October 2025 Background The resident lives in 1-bedroom flat […]
Decision Case ID 202437516 Decision type Investigation Landlord City of Westminster Council Landlord type Local Authority Occupancy Assured Tenancy Date 16 October 2025 Background The resident lives in a 1-bedroom flat. What the complaint […]
Decision Case ID 202450515 Decision type Investigation Landlord Southend on Sea City Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 20 October 2025 Background The resident lives in a 4-bedroom […]
Decision Case ID 202430352 Decision type Investigation Landlord Eastbourne Borough Council Landlord type Local Authority / ALMO or TMO Occupancy Leaseholder Date 17 October 2025 Background The resident is a leaseholder of a 1-bedroom […]
Decision Case ID 202338854 Decision type Investigation Landlord Haringey London Borough Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 17 October 2025 Background The resident lives in a 2-bedroom terraced […]
The resident’s complaint is about the landlord’s handling of: A request for the family to be moved to a new property on medical grounds. Reported anti-social behaviour (ASB). Various repairs within the property. Reports of mould in the property.
The complaint is about the landlord’s response to the resident’s: Reports of defects to the garden works and kitchen window, the condition of a neighbour’s fence and to the resident’s request for a bollard. Reports of staff conduct and discrimination. Request that it change the position of a boundary wall …
The resident’s complaint is about the landlord’s handling of: A repair to the property’s intercom system. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports that its contractors damaged her patio doors. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Gutter leak, fascia, soffit, and roof repairs. The associated complaint.
The resident’s complaint is about the landlord’s handling of: Her reports of a roof leak and damaged plaster on ceilings and walls. Her request for an asbestos check. Her reports of damaged cooker points. Her reports of a damaged intercom system inside her flat.
The complaint is about the landlord’s handling of: The installation of a new kitchen and bathroom at the resident’s property and associated remedial repairs. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of pests. Reports of damp and mould. Reports of damaged items. Concerns about staff conduct. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s management of: the resident’s reports of anti-social behaviour (ASB). the resident's requests for tenancy and rehousing support due to his additional needs.
The complaint is about the landlord’s handling of the resident’s: Reports of a disconnected boiler pipe and associated staff conduct. Reports of damp and mould.
The resident’s complaint is about the landlord's handling of: A repair to the kitchen light. The associated complaint.
The complaint is about the landlord's response to the resident’s reports about anti-social behaviour (ASB). The Ombudsman has investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s concerns in respect to parking. The resident’s damp and mould reports. The resident’s concerns in respect to the communal stairwells. The resident’s reports of loss of heating and hot water. The complaint.
The complaint is about the landlord’s handling of: the resident’s reports of a data breach. the resident’s reports of antisocial behaviour (ASB). allegations of criminal damage against the resident. tenancy warning letters issued to the resident.
The complaint is about the landlord’s handling of the resident’s: concerns about a staff member’s conduct request for her tenancy agreement reports of antisocial behaviour (ASB) report of window repairs request for a new front door report the landlord was arranging repair visits without telling her We have also investigated …
The complaint is about the landlord’s handling of: A heating repair and annual heat pump service. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The resident’s reports regarding staff conduct.
The complaint is about the landlord’s handling of the resident’s reports of: Difficulties accessing the garden due to the lack of maintenance. Difficulties accessing the garden due to issues with his path and threshold step from the property. A hole in the bedroom wall. A broken interior floor tile. The …
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The resident’s request to move. The associated complaint.
The complaint is about the landlord’s handling of concerns raised by the resident about the conduct of a member of staff during and after a home visit. We have also investigated the landlord’s complaint handling.
The complaint is about how the landlord handled: the resident’s reports of damp and mould. the resident’s reports of antisocial behaviour. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Tenancy while she was away from the property. Son’s vulnerabilities while she was away from the property. Associated complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of damp, mould, and the associated property repairs. Response to the resident’s reports of a faulty kitchen window. Response to the resident’s request for it to replace household appliances. Complaint handling.
The resident’s complaint is about the landlord’s handling of: Damp and mould and draughts in her property. The information held on its records. Her request to be rehoused. The complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould, and associated repairs within the property. Associated complaint.
The complaint is about the landlord’s: Handling of remedial works following a leak. Response to the resident’s reports of damage to personal belongings.
The complaint is about the landlord’s handling of the resident’s reports of: Leaks, damp, and mould at the property. Repairs to windows. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Request for a parking space and concerns about the allocation of parking spaces. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Issues with the condition of the property when she moved in. Outstanding repairs to the property, including the condition of the kitchen, and the related damp and mould The Ombudsman will also investigate the landlord’s handling of the …
The complaint is about the landlord’s handling of the resident’s: report of a leak from the flat above, and the subsequent report of damp and mould request to decorate the property following the flat leak request to make good the garden and install a higher fence request to replace a …
The complaint is about the landlord’s: Handling of repairs to the resident’s home. Response to a request for aids and adaptations. Complaint handling and the level of compensation offered.
The complaint is about the landlord’s handling of: Damp and mould at the resident’s property. The resident’s reports of anti-social behaviour (ASB). The Ombudsman has also looked at the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s claims of a conflict of interest in regard to a Fire Risk Assessment for his building. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: reports of repairs including: the beading and render on the exterior of a window at the rear of the property. her request for a radiator in the kitchen to be relocated. in the communal areas including the bin chute. to …
The resident’s complaint is about the landlord’s handling of: Her reported concerns about anti-social behaviour. Her reported concerns about noise nuisance from local bars. Her reported concerns about the hot water supply. Her reported concerns about heating. A statutory overcrowding assessment. Her re-housing application. The landlord’s complaint handling will also …
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould, and repairs. The resident’s request to access a storage cupboard. The resident’s concerns about the safety of the garden. The complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s housing application.
The complaint is about the landlord’s: response to the resident’s reports of damp in the bathroom and kitchen. advice about internal doors. communication about replacing the kitchen. complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of repair issues, including insulation, windows, and soffits. Complaints handling.
The complaint is about the landlord's handling of the resident’s reports about: A leak, damp and the subsequent repairs. Power outages in the property.
The complaint is about the landlord’s response to the leaseholder’s report of a leak. We have also investigated the landlord’s handling of 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 |