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 around: The landlord’s communication around service charges. The landlord’s proposed increase to service charges and levels of those charges. The landlord’s management of the resident’s complaint.
The complaint is about the landlord’s handling of: works associated with an upgrade programme being carried out to the resident’s block of flats; the resident’s concerns about her service charges in relation to the upgrade programme; the consultation it carried out prior to the upgrade programme. The Ombudsman has also …
The complaint is about the landlord’s handling of: Reports of damp and mould at the property. The resident’s request to be housed. Repair works to the external brickwork of the property and plug sockets in the kitchen. Trees located in the resident’s garden causing restricted light. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to the porch ceiling. The associated complaint.
The complaint is about the landlord’s response to;
The complaint is about the landlord’s handling of: The resident’s complaint that she had been discriminated against. Her management transfer. Repairs to a lift and the associated decant process. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of: the resident's report of damp and mould issues throughout the property including issues related to the condition of the windows and doors. the resident's report of repairs to heating and hot water system. the resident's report of repairs to bathroom. the resident's …
The complaint relates to the landlord’s: Response to the resident’s concern over bandings for allocating properties under Home Choice. Handling of repairs to the property in: 2020/2021. 2021/2022. Handling of reports of a mouse infestation. Handling of the resident’s complaint.
This complaint is about the landlord’s handling of a suspected leak in the resident’s property. The resident has also made allegations about: The landlord’s handling of their personal information. Harassment. Discrimination. Breaches of the Human Rights Act 1998.
The complaint is about the landlord’s: Handling of repairs to the resident’s property. Decision not to reimburse the resident for expenses incurred carrying out works to the property. Complaint handling.
The complaint is about the landlord’s: handling of repairs to the resident’s front door; response to the resident’s request to renew the bathroom; complaint’s handling.
The complaint is about the landlord’s handling of the resident’s: Reports of roof leaks affecting the property and associated damage caused. Request for a service charge refund due to lack of service. Request for compensation relating to boiler damage/new boiler. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about the landlord’s: response to the resident’s reports about the condition of the property at the start of the tenancy. handling of repairs to the resident’s property. handling of roof repairs to the resident’s property. complaints handling.
The complaint is regarding the landlord’s response to concerns raised regarding: Grounds maintenance and the maintenance of communal areas. Electricity charges relating to bollard lights.
The complaint is about the landlord’s: Handling of the resident’s queries about the paint used within the property. Decision to keep the resident within his property during internal painting works.
The complaint is about the landlord’s handling of the resident’s reports of repairs to the property. This service has also considered the landlord’s complaint handling.
The resident complained about: How the landlord handled the report of a leak into the property. How the landlord responded to the report of a bed bug infestation. How the landlord handled the lack of communal cleaning. How the landlord responded to the transfer request. The related complaint.
The complaint is about: The landlord’s handling and response to the resident’s reports of a leak and damage, including to their ceiling and carpet. The landlord’s handling of the complaint The level of compensation offered by the landlord towards the resident’s carpets.
The complaint is about: The landlord's handling of the resident's reports of a leak at the property. The landlord's handling of multiple repairs reported by the resident.
The complaint is about the landlord’s response to the resident’s reports of: Water ingress, damp and outstanding repairs at the property; A rat infestation in and around the property; Anti-social behaviour (ASB).
The complaint is about: the landlord’s response to the resident’s concerns about a contractor using the drive at her former property. the landlord’s response to the resident’s complaint about two missed appointments at her current property. the landlord’s handling of a repair to the resident’s guttering at her former property.
The complaint is about the landlord’s handling of: Reports of water ingress, damp, and mould at the property The subsequent complaint.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould. The response to the resident’s request to be rehoused.
The complaint is about: The landlord’s decision to seek a court injunction against the resident in respect of her contact with her neighbours; The landlord’s response to the resident’s request to be removed from the Rehousing Review List (RRL) ; The landlord’s response to the resident’s concerns that she only …
The complaint concerns: The landlord’s response to the resident’s application for staircasing. The landlord’s interpretation of the provisions of the resident’s lease. The landlord’s handling of the resident’s reports of a leak from the roof. The landlord’s handling of the complaint.
The complaint is about The landlord’s handling of the resident’s reports concerning leaks and the consequent damage to their property. The landlord’s communication, complaint handling and its response to the resident’s request for compensation.
This complaint is about the landlord’s: Response to the resident’s reports of: leaks, damp and mould; various other repairs; equality concerns; Complaint handling; Record keeping.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in the property. Concern that damp and mould issues had impacted on the health of her household. Reports of silverfish in the property, as a result of damp and mould. Reports of a blocked toilet. …
The complaint is about: The landlord’s handling of a complaint relating to the resident’s previous tenancy; The landlord’s response to the resident’s reports of its contractor causing damage to the property during planned works and leaving aspects of the work unfinished; The landlord’s response to the resident’s reports of loss …
The complaint is about the landlord’s handling of: The installation of solar panels at the resident’s property in 2016. Issuing a lease for the solar panels resulted in the resident suffering a financial loss. Issuing a lease for the solar panels at the resident’s property. The Ombudsman has also considered …
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Request for sound insulation, due to noise disturbance. Reports of damp and mould in the property. Request for a new kitchen and bathroom. Concerns about the conduct of its staff. The Ombudsman has also considered …
The complaint is about: The landlord's handling of repairs to a leak to the external communal pathway. The resident’s concerns about the landlord’s decision to recharge for the leak repairs.
The complaint is about: The level of priority awarded by the local authority for rehousing. The landlord’s response to the resident’s query about an arrears letter. The landlord’s response to the resident’s request for a wet room. The landlord’s handling of communal repairs. The landlord’s response to the resident’s queries …
The complaint is about the landlord’s response to: reports of an operative gaining access to the resident’s property. concerns that it held a key to the property without her knowledge.
The complaint is about the landlord’s handling of: the resident’s reports that her property was overcrowded; repairs to the resident’s bathroom and kitchen; 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: Reports of noise disturbance. Request to be transferred into a suitable property. Related complaint.
The complaint is about the landlord’s: handling of repairs to the property; response to the resident’s reports regarding staff conduct; communication and complaint handling, including the level of compensation offered.
The complaint is regarding the landlord’s response to the resident’s: Concerns about the standard of service relative to the service charges. Request for a housing transfer. Associated formal complaint.
The complaint is about the landlord’s: Response to the resident’s: Reports of leaks to his shed. Request to remove squirrel traps from the property. Handling of electrical repairs in the property. The Ombudsman has also assessed the landlord’s: Complaint Handling. Record Keeping.
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of the resident’s concerns about his neighbour’s video doorbell. The landlord’s complaint handling.
The complaint is about the landlord’s responses to: Snags in the property. The resident’s reports of anti-social behaviour (ASB) from a neighbour. The formal complaint.
The resident’s complaint was about: The landlord’s consideration of the resident’s housing needs and the suitability of her current accommodation and the decision to remove the resident from the housing list for three years. The condition of the property when it was let to her. The landlord’s handling of noise …
The complaint is about the landlord’s: response to the resident’s reports of damp and mould. decision to place a risk marker on the resident’s tenancy record. complaint handling.
The complaint is about the landlord’s handling of: The applicant’s housing application pre-May 2021 The applicant’s housing application post-May 2021. Its communications with the applicant. The applicant’s complaint.
The complaint is about the landlord’s response to the resident’s queries regarding: communal caretaker costs; alarm monitoring and warden services; payment of a support subsidy; apportionment of service charges for communal facilities; staff costs; water charges; backdated communal electricity charges; changes to warden duties; changes to services and charges; potential …
The complaint is about: The landlord’s management of roofing repairs. The landlord’s handling of the resident’s complaint and request for compensation.
This complaint is about: The landlord’s handling of the resident’s reports of noise, harassment and antisocial behaviour by neighbours; The landlord’s handling of reports that the resident was engaging in antisocial behaviour; The conduct of the landlord’s staff; The landlord’s handling of the associated complaints.
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour and harassment. The landlord’s handling of repairs in readiness for, and after, letting. The landlord’s associated complaint handling.
The complaint is about the landlord’s response to concerns about: the suitability of a new hand wash basin installed in the property; water damage caused by a slow leak resulting from the hand wash basin installation, and; complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of poor customer service from its staff. The landlord's handling of a repair to the kitchen and bathroom extractor fans. The landlord’s 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 |