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 resident’s complaint is about the landlord’s response to: Reports of damp and mould in the property. Reports of heating and ventilation issues. Reports of incurred debt as a result of the property condition. The resident’s concerns about the landlord’s maintenance of the land at the rear garden. The resident’s …
The complaint is about the landlord’s handling of: The resident’s reports of a faulty intercom system. The resident’s reports of ongoing issues with the lifts being out of service. The resident’s request to be rehoused. The resident’s complaint.
The complaint is about the landlord’s response to: The resident’s reports of damp and mould in the property. The resident’s request that it replace her bathroom. The resident’s report that her curtain rail had become detached from the wall. The resident’s concerns about asbestos being present in the property. The …
The complaint is about the landlord’s response to the residents:
The complaint is about the resident’s concerns about condition of the property at the start of the tenancy. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Concerns as to the reasons given for the rent increase and an error on the rent increase letter. Reports of damp and mould in the bathroom and bedroom. Reports of outstanding repairs to structural cracks in the communal area and …
The complaint is about the landlord’s handling of the resident’s concerns about its: Withdrawal of an offer of accommodation. Communication about rent arrears. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of various repairs. The resident’s reports that its staff and contractors were attending the property without giving notice. The resident’s concerns about staff conduct and a lack of support given to him. The resident’s reports of motorcycles being ridden …
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Reports of garden flooding, external repairs, and recharge concerns. Aids and adaptations queries. Reports of cooker issues. Safeguarding concerns. Associated complaints.
REPORT COMPLAINT 202300740 Central Bedfordshire Council 22 May 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. […]
The complaint is about: The landlord’s handling of the resident’s reports of a blocked toilet and waste back-surging into her bath. The landlord’s handling of the resident’s request to move. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s concerns about: Repairs to the property’s windows. Hazards in the garden of the property. Broken and blocked drains. A broken bathroom sink. The Ombudsman has also investigated the landlord’s complaints handling.
REPORT COMPLAINT 202223933 Lambeth Council 22 May 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: management of the resident’s concerns about the temporary accommodation condition handling of the resident’s reports of repairs in the kitchen in her property handling of the resident’s reports of damp and mould in her property handling of the resident’s request for reimbursement of energy …
The complaint is about the landlord’s: Handling of reports of damp and mould at the property. Response to reports of a damaged internal door. Handling of issues with the garden. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of a roof leak and subsequent damp and mould. 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.
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 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 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: 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 of a pest infestation an occupational therapy (OT) assessment the resident’s request to be rehoused the resident’s reports of damp and mould We have also considered the landlord’s handling of the associated complaint.
The resident’s complaint is about the landlord’s handling of: The removal of a greenhouse, conservatory and shed prior to a mutual exchange. A request for a new fence near the boundary. Her report of her son’s injury in the garden.
The complaint is about the landlord’s response to the resident’s reports of disrepair, including damp and mould. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about: the condition of the property when let in 2010. the landlord’s handling of an asbestos incident in 2017. the landlord’s handling of a ceiling repair. the landlord’s response to the resident’s concerns about asbestos. the landlord’s response to the resident’s concerns about contaminated ash and air …
The complaint is about the landlord's handling of the resident's reports of: Damage caused when conducting repairs, quality of works, and the landlord not completing a snagging list. Radiators not heating the property sufficiently. Repairs required to address concerns about the property’s condition. We have also investigated the landlord’s complaint …
The complaint is about the landlord’s handling of the leaseholder’s reports of: Condensation in the loft. Damp and mould. The standard of works to the communal areas. We have also considered the handling of the complaint.
The complaint is about the landlord's handling of: Repairs to a blocked pipe and associated leaks. The recording of the resident's vulnerabilities. The associated complaint.
The complaint is about the landlord’s handling of: repairs for damp and mould. a bathroom replacement. the 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 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 handling of: Repairs to the resident’s boiler. The associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of repairs to the shower, and a lack of hot water. Query about the removal of the previous tenant’s furniture. Query about council tax. Concern about its handling of matters at the start of his tenancy in May 2020.
The complaint is about the level of compensation paid by the landlord for: Delays in resolving blockages to the resident’s toilet. Delays in its response to the resident’s complaint.
The complaint is about the landlord’s: Response to the resident’s enquiries about installing a dropped kerb at her property. Handling of cavity wall insulation works. Handling of the installation of a bathroom extractor fan. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: a leaking pipe in the bathroom and subsequent repairs and temporary housing. the landlord’s connection and removal of appliances and damage to the laminate flooring. repairs to the roof and windows unrelated to the leaking pipe. the associated …
The complaint is about the landlord’s: Handling of the resident’s request for rehousing. Handling of reports of anti-social behaviour.
The complaint is about the landlord’s handling of: Leaks entering the resident’s property. The resident’s reports of antisocial behaviour (ASB).
REPORT COMPLAINT 202411781 Arun District Council 28 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. […]
The complaint is about the landlord’s handling of the resident’s reports of: On going damp and mould in the property. Dangerous flooring in the property.
The landlord’s handling of the resident’s report of an ant infestation at her property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: the increase in service charges relating to heating the landlord’s handling of an assessment of support available to the resident
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould due to ventilation issues. Request for a move on medical grounds. Associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of a soil pipe backing up, including whether the landlord should have prevented this from happening and the resident’s belongings being damaged. Transfer request.
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould in her property. Unacceptable staff conduct. Her request for reasonable adjustments. Unannounced visits from contractors to carry out works. The condition of her property, following a decant, including repairs to the heating system and damage …
The complaint is about the landlord’s response to the resident’s: Reports of noise. Request for property improvements.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damp and mould, and associated repairs within her property. Concerns about the cladding on the outside of the building. 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 |