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 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.
The complaint is about: The landlord’s response to the resident’s re-housing request. The landlord’s handling of repairs in the resident’s property. The landlord’s handling of reports of damp and mould. The landlord’s handling of reports of a silverfish infestation. The communication from the resident’s housing officer and general treatment by …
The complaint is about the landlord’s: Response to the resident’s concerns in respect of moving to the property and the handling of repairs. Response to the resident’s reports of issues with the boiler. Knowledge and information management. Complaint handing.
The resident’s complaint is about the landlord’s handling of: Damp and mould. Repairs to a storage heater. Overcrowding in the property. His complaint.
The complaint is about: The landlord’s handling of the resident’s concerns about parking. The landlord’s handling of the resident’s complaints about: Noise nuisance reports. Cleanliness of the communal area. Unauthorised access to the block. Availability of the lifts.
The complaint is about the landlord’s handling of the resident’s: Request for a boundary fence to be moved. Concerns about discrimination. The Service has also considered the landlord’s handling of the resident’s complaint.
The complaint is about: the resident’s concerns about the impact on her health of the landlord’s handling of issues. the landlord’s handling of: the resident’s reports it had accessed her garden without permission. a rodent issue at the property. the resident’s concerns about how it communicated with her, and about …
The complaint is about the landlord’s response to the resident’s reports of various repairs. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns around: Managing agent fees and charges for heating and hot water. Lift breakdowns. Antisocial behaviour (ASB). The standard of communal cleaning. Fire safety. A charge for communal window cleaning. This report has also assessed the landlord’s: Complaint handling. Record …
The complaint is about the landlord’s handling of: Outstanding repairs to the kitchen ceiling and bathroom sink, the relocation of the resident’s oven following advice from an occupational therapist, and the replacement of the kitchen tap. The replacement of the balcony decking. Reports of the resident’s flat being excessively cold …
The complaint is about the landlord’s handling of: repairs to the lifts. the resident’s report of a missed survey appointment for a new boiler. 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 rent arrears. Response to the resident’s concerns about staff conduct. Handling of repairs to a toilet. Complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about: Trees behind a boundary fence. The side patio retaining water. The size of the driveway. The condition of the kitchen countertop. The resident has also complained about the landlord’s handling of their complaint.
The complaint is about the landlord’s response to: The resident’s reports of a defective patio door. The resident’s concerns about the garden fence. The resident’s reports of a loss of hot water.
The complaint is about the landlord’s handling of: damp and mould in the property. a rent review in February 2024. lost or stolen personal possessions whilst they were in storage. a managed move application. further and additional repairs to the property and common parts. the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: An unauthorised structure in the neighbour’s garden. Anti-social behaviour (ASB).
The complaint is about the landlord’s handling of: The removal of asbestos flooring in the property. Repairs to the kitchen flooring and electrical sockets. Repairs to a leak in the bathroom. Reports of mould in the bathroom. Repairs to a leak and floors in a bedroom. Reports of leaking windows …
| 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 |