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: An electrical safety inspection, including the actions of its officer and its consideration of the resident’s vulnerabilities. The installation of a new front door, including the actions of its officer and its consideration of the resident’s vulnerabilities. The resident’s related complaints.
The complaint is about the landlord’s response to the resident’s reports of: damp and mould. damage to belongings due to the damp and mould. 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. Concerns about overcrowding. The investigation has also considered the associated complaint handling.
The complaint is about the landlord’s: handling of the resident’s reports of damp and mould in his property. decision not to offer compensation for the impact of the damp and mould on his health. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of domestic abuse (DA). The ending of the resident’s tenancy. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Various repairs including gutters, plastering and pointing, damp and mould, carbon monoxide detectors, bathroom fan, and electrical sockets. Staff conduct regarding a gas safety check at the property. A data breach. The Ombudsman has also investigated the landlord’s …
The complaint is about the landlord’s response to the resident’s reports of outstanding repairs to his roof and loft . This report has also considered the landlord’s complaint handling.
The complaint is about the landlords response to the residents requests for: Relocation of electric sockets in the bedroom, kitchen and lounge. Installation of a new electric socket for a helpline box. Bathroom renovation. Improvement works in the kitchen, including: Installation of a washing machine. Renovation of the kitchen. Removal …
The complaint is about: The landlord’s handling of the resident’s request to be placed on the housing register and for her application to be prioritised. The landlord’s handling of the resident’s reports of damp and mould and associated remedial repairs in her property. The landlord’s complaint handling has also been …
The complaint is about the landlord’s handling of repairs to the communal lighting. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs in the resident’s property including water leaks, damp and mould, a window repair and a crack on the wall. The associated complaint.
The complaint is about the landlord’s response to the resident’s: Concerns about her end of defects inspection. Reports of defects in her new build property. 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 associated remedial repairs. The asbestos in the property. The resident's concerns about the safety of the electrics in the property. The resident’s queries about eligibility for the right to acquire scheme (RTA). The resident’s …
The complaint is about the landlord’s response to the resident’s: Reports of a repair to a soil stack. Requests for information about the service charges relating to the repair. Concerns about the level of service charges relating to the repair. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of no heating and hot water. Reports of a blocked sink. Reports about cuckooing at her property. Concerns of being bullied and threatened by staff. Reports that the resident has not received care.
The complaint concerns the landlord’s: Response to the resident’s report that the landlord did not complete the paperwork for the injunction proceedings at Court correctly. Handling of the annual gas safety check and capping of the resident’s gas meter. The related complaint.
The complaint is about the landlord’s handling of the resident’s concerns about: Issues with the heating system and associated works. Rodents in the property. External rendering work. This investigation also considers the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about:
The complaint is about the landlord’s handling of the resident’s: Request for the exterior of the block to be painted. Reports concerning the volume of the intercom. Request for hooks to be fitted to the external communal doors. Request for an alternative location of a kitchen extractor fan. Associated formal …
The complaint is about the landlord’s handling of: Heating and hot water repairs. The resident’s service charge queries. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of an infestation of rats and mice.
The complaint is about the landlord’s handling of the resident’s: Reports of repair and access issues with a communal bike shed, including communication. Associated formal complaint.
The complaint is about the landlord’s response to the leaseholder’s reports of water ingress at her property. The Ombudsman has considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. Work required to windows. The Ombudsman has also considered the landlord’s record keeping with respect to the issues.
The complaint is about the landlord’s: response to the resident’s reports of a leak, handling of the resident’s complaint.
The complaint is about the landlord’s handling of a leak from the resident’s boiler shortly after her tenancy began. This Service has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of a leak from the property above. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of repairs to resolve damp and mould. The landlord’s handling of repairs to installations for the supply of hot water. The landlord’s complaint handling. The landlord’s response to the resident’s request for compensation for damaged furniture and personal injury due to damp and …
The complaint is about the landlord’s handling of: The resident’s reports of having no heating and hot water and associated repairs. The resident’s report of a leak and outstanding repairs within the property. The resident’s complaints.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Response to the resident’s reports of the property being overcrowded. Response to the resident’s reports of anti-social behaviour (ASB). Complaint handling.
The complaint is about the landlord’s: Administration of the resident’s service charge account. Handling of the resident’s reports of a repair to the communal lift. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of bedbugs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports of damage caused to a neighbour’s garage. Response to the resident’s concerns about the landlord’s redecoration of the property’s external and communal areas. Response to the resident’s concerns that an allocated visitor parking space at the block was taken …
The complaint is about the landlord’s handling of the resident’s request: to complete a mutual exchange with his grandmother. to succeed his grandmother’s tenancy. The Ombudsman has also assessed the landlord’s: complaint handling. record keeping.
The complaint is about the landlord’s handling of: reports of damp and mould in the property. placing the resident in temporary accommodation during the planned repairs. 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 leak from the living room ceiling, and damp and mould within the property. Request for it to carry out repairs to the windows and doors. Reports of drainage issues in the garden. Concerns about not being provided …
The complaint is about the landlord’s handling of antisocial behaviour (ASB) relating to noise nuisance. This report has also taken into consideration the landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of repairs to the lift. The landlord’s handling of the resident’s decant. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The landlord’s handling of reports of damp in the resident’s property. The landlord’s handling of reports of the communal hallway being in poor condition. The landlord’s failures contributing to the death of the resident. The Ombudsman has also investigated the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s reports of damp and mould. This investigation has also considered the landlord’s: Record keeping. Handling of the associated complaint.
The complaints is about: The landlords response to the resident's request for a transfer to another property. The landlords handling of the resident's reports of asbestos. The landlord continually requesting vulnerability and disability information from the resident. The landlords response to the residents request for a single point of person …
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Request for a new kitchen. Request for the landlord to relocate the radiators. Request for the landlord to remove the artex decoration.
The complaint is about: The landlord’s response to the resident’s request to be reimbursed for the loss of his burger van. The landlord’s handling of the: Resident’s request for a disabled parking bay. Associated complaint.
The complaint is about the landlord’s response to the resident’s: Viewing of the property. Reports of antisocial behaviour. Request for an urgent management transfer. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: The repairs to the ventilation unit and the associated damp and mould in the property. Repairs to the loft insulation. Repairs to the external drainage. Pest infestations The associated damage to his possessions. The Ombudsman also investigated the …
The complaint is about the landlords handling of the residents reports of damp and mould at her property and the associated repair works. This Service has also considered the landlords consideration of its duties towards the resident under the Equality Act. This Service has also considered the landlords complaint handling.
The complaint is about the landlord’s handling of: Insulation within the property. The resident’s reports that the soil pipe was not compliant. The resident’s reports of repairs required and mould in the bathroom. Communication regarding fire compartmentation. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: request for support from council services. responsive repairs. reports the property is uninhabitable. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident concerning: The handling of repairs to her previous property. The condition of her current property at the start of the tenancy. The handling of repairs to her current property.
The complaint is about the landlord’s: Response to the resident’s concerns in respect of his rent arrears, including the support offered by the landlord and his concerns of discrimination. 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 |