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.
Decision Case ID 202453498 Decision type Investigation Landlord London Borough of Hillingdon Landlord type Local Authority Occupancy Secure Tenancy Date 20 October 2025 Background The resident moved into the property, a one bedroom first […]
Decision Case ID 202450515 Decision type Investigation Landlord Southend on Sea City Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 20 October 2025 Background The resident lives in a 4-bedroom […]
Decision Case ID 202430352 Decision type Investigation Landlord Eastbourne Borough Council Landlord type Local Authority / ALMO or TMO Occupancy Leaseholder Date 17 October 2025 Background The resident is a leaseholder of a 1-bedroom […]
Decision Case ID 202338854 Decision type Investigation Landlord Haringey London Borough Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 17 October 2025 Background The resident lives in a 2-bedroom terraced […]
Decision Case ID 202345829 Decision type Investigation Landlord Cornwall Housing Limited Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 6 October 2025 Background The resident is a secure tenant of […]
Decision Case ID 202429813 Decision type Investigation Landlord London Borough of Islington Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 15 October 2025 Background At the time of this complaint, […]
Decision Case ID 202427669 Decision type Investigation Landlord London Borough of Hillingdon Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 10 October 2025 Background The resident signed his tenancy on […]
This complaint is about the landlords: Handling of the resident’s reports about issues with his gas, heating, and hot water. Actions towards the resident following a Prohibition Order from the local authority. Handling of the associated complaint.
The complaint is about the resident’s reports concerning the landlord’s handling of: Repairs required to the property including: The shower and shower cubicle. A faulty ventilation system that caused damage to carpets, walls, curtains and soft furnishings. A request to provide authority to NHBC to investigate the resident’s case. Complaint …
The complaint is about; The landlord's response to the resident's reports of having no heating and hot water. The landlord's handling of the resident's reports of a carbon monoxide leak from the boiler. The landlord's handling of the resident's arrears on the rent account The landlord's decision to make a …
The complaint is about: The landlord’s response to reports about disrepair. The landlord’s response to safeguarding concerns. The landlord’s handling of a subject data access request. The local housing authority’s response to a court order concerning rehousing, following a suitability review. The landlord’s handling of the resident’s reports about antisocial …
The complaint is about the landlord’s response to: The resident's concerns about the behaviour of a member of staff; The resident's concerns about anti-social behaviour (ASB); Incidents that had affected the resident’s representative; Concerns on behalf of other residents: Concerns about an adult safeguarding investigation carried out by the local …
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: How the landlord handled the resident’s management transfer, specifically the reciprocal transfer through the local authority. The handling of the associated complaint.
The complaint is about the landlord’s handling of: Toilet repairs and the bathroom adaptation. The resident’s reports of issues with the repair contractor’s conduct. The associated complaint. A reported data breach due to the resident’s personal information being shared with the local authority.
The complaint is regarding: The landlord’s handling of the resident’s Move on Support Package (MoSP) application. The landlord’s response to the resident’s concerns regarding staff conduct and the allocation of a keyworker. The landlord’s handling of the resident’s complaint. The landlord’s handling of a Homelink (a Local Authority’s Choice Based …
The resident, via his representative, complains about the landlord’s handling of: Matters relating to an asbestos incident in January 2018. A formal complaint made by the representative in June 2018. The Delegated Authority (DA) process. An offer of compensation in 2018 Compensation paid in 2020. Requests for information. The handling …
The complaint is about the landlord’s response in respect of: The resident’s reports about delays in completing repairs in the property (including the kitchen floor repairs). The resident’s request to be moved to a suitable property in a suitable location through the local authority through the landlord The landlord’s complaint …
The resident has complained about: the local authority Environmental Health team’s decision not to take enforcement action against his neighbour for alleged statutory noise nuisance. the landlord’s response to the resident’s reports of noise-related anti-social behaviour (‘ASB’) by his neighbour. the landlord’s handling of the associated complaint.
The complaint concerns: The landlord’s handling of the resident’s request for re-housing from the local authority. The landlord’s handling of multiple repairs to the resident’s property in 2016 to 2018. The landlord’s handling of multiple repairs to the resident’s property in 2019 to 2020. The landlord’s handling of the resident’s …
The complaint is about the landlord’s: response to the resident’s reports that her property was not suitable for her needs when initially allocated to her; response to the resident’s request to be rehoused through the local authority’s choice based letting system/direct let scheme; communication regarding soundproofing works to her property …
The resident complains about: How the landlord handled the administration of her rent account, specifically, its decision to issue a claim for possession of the property. How the landlord handled reports of anti-social behaviour (ASB) against her and her household, including the actions of a particular member of staff. The …
| 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 |