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: eviction from the property. concerns about asbestos, and repairs to the bathroom, boiler, front door. concerns about the gas safety check completed in December 2022. concerns about the external post box. reports of antisocial behaviour (ASB). the complaint. We have …
The complaint is about the landlord’s handling of: Hot water repairs Front door repairs.
The complaint is about the landlord’s handling of: The resident’s reports of a leak into the property which led to his bedroom ceiling collapsing. The remedial works to the bedroom ceiling, including the quality of the work. The associated complaints.
The complaint is about the landlord’s handling of the resident’s reports of anti social behaviour (ASB). The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s complaint handling is also considered.
The complaint is about the landlord’s: Response to the resident’s concerns about her medical assessment. Handling of reports of ventilation issues at the property. Complaint handling.
The complaint is about the landlord’s: Handling of repairs to a toilet, including an operative’s conduct. Handing of repairs to a balcony.
The complaint is about the landlord’s response to the resident’s concerns about: A data breach. How it treated her during a boundary dispute.
This complaint is about the landlord’s response to the resident’s: Request for an internal move to a larger property. Concerns around the landlord’s management and governance. Reports of damp and mould. Concerns around health and welfare. The Ombudsman also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s response to the resident’s claims that she was unfairly sanctioned for causing ASB. The landlord’s handling of the resident’s concerns about the conduct of a member of staff. The landlord’s handling of the …
The complaint is about the landlord’s handling of: The resident’s request for a designated parking space. The resident’s complaint.
The complaint is about: The resident’s concern regarding the requirement for him to pay for the call system through the service charge. The landlord’s handling of the resident’s request to stop paying for the call system after it broke following a fire.
The complaint is about the landlord’s handling of: The resident and her son’s personal information. Repairs to the property. The resident’s son’s request to be added to the tenancy. The resident’s reports of anti-social behaviour by a neighbour. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the repair to: the external air vent/extractor fan; address the draughty window. The Ombudsman has considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of delays in installing adaptations in his home. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s: request to be rehoused, and associated staff conduct; concerns regarding rent arrears; associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: No heating and hot water meaning he could not move in. Repairs needed to the outhouse window. Repairs needed to the kitchen. Building waste having been left at the property. The Ombudsman has also considered the landlord’s handling …
The complaint is about the landlord’s response to the resident’s request for disabled adaptations. 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 at the property. The Ombudsman has also considered the complaint handling in this case.
The complaint is about the landlord’s: Handling of reports of damp and mould in the property, and the associated repairs. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of multiple longstanding and recent repairs required to the property. Associated formal complaint.
REPORT COMPLAINT 202225389 Tower Hamlets Homes 12 September 2024 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 is […]
The complaint is about the landlord’s handling of: A roof leak and ceiling repairs including the removal of asbestos at the resident’s property. Concerns about difficulty contacting the landlord’s staff members and unacceptable comments from a staff member. Concerns about the landlord’s contractor’s conduct and standard of work. The associated …
The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour. The resident’s report of discrimination by the landlord. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of: The resident’s rehousing application. An incident that occurred at its offices. The resident’s reports of damp, mould, and the associated repairs. The resident’s reports of antisocial behaviour (ASB). The resident’s concern about domestic abuse. The Ombudsman has also considered the landlord’s complaint …
The complaint is about the landlord’s handling of: the resident's queries about the service charge for 2021-22 including her request for a breakdown of the actual costs. the resident’s complaint.
The resident’s complaint is about the landlord’s handling of: Major works to the roof of the building. Associated remedial repairs to the property.
The complaint is about the landlord’s handling of the resident’s concerns regarding: the repair condition of her temporary accommodation. her report of road noise at her current property. a lack of heating and hot water at her current property at the time her tenancy started. The Service has also investigated …
The complaint is about the landlord's handling of the resident’s: Reports of a leak and the associated remedial repairs. Request for compensation for damaged personal possessions. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports concerning: A blocked drain. Peeling damp proof paint and the contractor’s behaviour. Cracks in the property. The landlord’s complaint handling has also been considered in this investigation.
The complaint is about the landlord’s: Handling of window repairs and associated reports of damp and mould . Complaint handling.
The complaint is about: The landlord’s handling of various repairs to the property. The landlord’s response to the resident’s concerns regarding the rehousing process. The associated complaint handling.
REPORT COMPLAINT 202339149 Southern Housing 6 March 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 response to: Reports of staff misconduct and communication regarding belongings in the property. A request for an adaptation. The resident’s request for permissions for a shed. Reports of repairs within the property. The report has also taken the landlord’s handling of the associated complaint …
The complaint is about the landlord’s response to the resident about: Antisocial behaviour (‘ASB’) reports. Complaint handling.
The complaint is about the landlord’s handling of: The replacement of a window in the resident’s property. The resident’s reports of faults and damage arising from the installation of the new window. The resident’s requests for window cleaning services. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to a kitchen cabinet door. Reports of damp and mould.
The complaint is about the landlord’s handling of the appointment of a single point of contact for the resident. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Report that a fire door was being left open. Associated complaint.
The complaint is about: The landlord’s handling of kitchen and boiler upgrade works, including the ventilation fan. The landlord’s response to the resident’s concerns about staff conduct. The landlord’s response to the resident’s concerns about asbestos within the property.
The complaint is about the landlord’s handling of: Repairs to the dishwasher, washing machine and underfloor heating repair. An infestation of mice. A repair to a leaking waste pipe and hole in the living room wall. The Ombudsman has also considered the landlord’s record-keeping and complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance. The associated complaint.
The complaint is about: The landlord’s administration of the service charge account, including the bank account arrangements. The landlord’s handling of the programme for replacing residents’ front doors. The landlord’s handling of repairs and maintenance on the estate prior to the transfer of management, including the resident’s reports of fire …
The complaint is about the landlord’s handling of: The resident’s concerns about temporary accommodation and rehousing options offered to her, following a fire at the property. The ending of the resident’s tenancy. The resident’s concerns about fly-tipping in the garden. The resident’s request to access her property following a fire …
The complaint is about the landlord’s: handling of enquires about quotations needed for major roof works. response to a request that a Section 20 consultation take place for the works. communication regarding a referral to the First Tier Tribunal (FTT) to rule on the resident’s dispute.
The complaint is about: The landlord’s response to the resident's concerns about threats of eviction. The landlord’s response and handling of the resident’s reports about antisocial behaviour (ASB). The landlord’s response to the resident’s concerns about property condition. The landlord’s response to the resident’s concerns about outstanding repairs. The landlord’s …
The complaint is about the landlord’s handling of the resident’s reports of overgrown trees. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about its handling of: His reports of antisocial behaviour (ASB) from his neighbours. The associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of damp and mould in her kitchen and the associated repairs. The landlord’s complaint handling.
The complaint is about the landlord’s response to: Reports of damp and mould in the hallway, bedroom and bathroom. Reports of personal belongings damaged by damp and mould. Requests to replace fencing panels. The complaint. This investigation has also considered the landlord’s record keeping.
| 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 |