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 impact of repair issues on the resident’s household’s health. the landlord’s handling of: repairs to resolve water ingress to the front door and the request for a bath to be installed. damp and mould repairs. We have also considered the landlord’s: complaint handling. record keeping.
The complaint is about the landlord’s handling of: Window repairs. Anti-social behaviour reports.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Temporary move. The Ombudsman has also considered the landlord’s record-keeping.
The complaint is about the landlord’s response to the resident’s reports of roof repairs and water ingress. We have also considered the landlord’s complaint handling.
The complaint is about: The landlord’s decision to withdraw and reject the resident’s Right to Buy (RTB) application on the basis that the property is exempt, as it is suitable for the elderly. The landlord’s handling of outstanding repairs . This includes repairs in relation to: A roof leak. Damp …
The complaint is about: The landlord’s response to the resident’s reports that his windows needed replacing. The time taken by the landlord to remove the scaffolding after completing the repairs. The landlord’s handling of the complaint. This investigation has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of: the resident’s queries relating to service charges. the subsequent complaint.
The complaint is about the: Suitability of the property. Landlord’s handling of the resident’s reports of anti social behaviour (ASB) between March 2023 and September 2023. Landlord's handling of concerns about staff conduct. Landlord’s response to the reports about the condition of the property. Landlord’s response to the concerns raised …
The complaint is about the landlord’s: Response to the structural issues that the resident reported. Handling of the resident’s request for it to participate in a joint meeting with her MP. Consideration of the resident’s medical needs. Handling of the associated complaint.
This complaint is about the landlord’s: Response to the report of a leak into the resident’s property from the flat above. Response to a request for insurance details in relation to the internal damage to the resident’s property as a result of the leak from the flat above. Handling of …
The complaint is about the landlord’s: Response to the resident’s reports of leaks from a neighbour’s balcony, damaged brickwork, defective drains, and a leaking stack pipe. Response to the resident’s reports of leaking guttering. The Ombudsman has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: Damp and mould and related repairs. The resident’s reports of personal injury cause by the presence of damp and mould. The resident’s right to buy application. The Ombudsman has also considered the landlord’s: Complaint handling. Knowledge and information management.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould at the property. Response to the resident’s reports of a leaking toilet at the property. Complaint handling.
The complaint is about how the landlord has handled the resident’s reports of noise nuisance. We have also considered the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of: Bathroom repairs. Window repairs. Mould in the property.
The complaint is about the landlord’s response to the resident’s: Antisocial behaviour (‘ASB’) reports. Request for a management transfer.
The complaint is about the landlord’s handling of the resident’s reports of: Repairs to the property. Damage caused by its contactors to her possessions. This investigation has also considered the landlord’s complaints handling.
The complaint is about the landlord’s response to the resident’s reports about: Windows and insulation. Damp and mould.
The complaint is about the landlord’s handling of: The resident’s reports that her boiler was faulty, including a period when it would not switch off. The resident’s rehousing application. The associated complaints.
The resident’s complaint is about the landlord’s: Response in relation to damp and mould; Response in relation to tree works; Response in relation to fencing works; Handling of the complaints process.
The complaint is about: The landlord’s handling of the resident’s reports of leaks causing damp, mould and damage to possessions. The landlord’s handling of the resident’s report of a lack of heating. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of reports of the slow flow of hot water. The complaint is also about the landlord’s handling of the complaint and resolution offered.
The complaint is about the landlord’s handling of: The repairs at the property. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to the front and rear communal door and the resident’s front door. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports regarding: Repairs to the loft hatch and insulation. Plastering in the main bedroom. Fencing in the garden. The neighbour’s overhanging tree. A leak in the bathroom and the subsequent damage caused in the property. The complaint and level of …
The complaint is about the landlord’s handling of the resident’s: housing application. reports of damp and mould at the property. The Ombudsman has also taken the decision to investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: handling of fence repairs. response to the resident’s concerns about a structure in a neighbouring garden.
The complaint is about the landlord’s: Handling of the resident’s reports of noise nuisance and antisocial behaviour (ASB). Complaint handling.
The complaint is about the landlord’s: Response to the resident’s kitchen adaptation request at the property. Complaint handling.
The complaint is about the landlord’s: Handling of tap repairs and the resident’s request for compensation for these. Response to the resident’s reports of poor conduct and communication from its contractor.
The complaint is about: The landlord’s handling of the resident’s concerns about the remedial works completed and those still outstanding in the property. The landlord’s handling of the resident’s decant. The landlord’s handling of the resident's complaint. The landlord’s record keeping with respect to the issues.
The complaint is about the landlord’s response to the resident’s reports of cleaning and maintenance issues in the communal areas and the resident’s concerns about the safety of the building. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s personal information. The utility supplier when the resident’s tenancy started. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of a breach of General Data Protection Regulations (GDPR). The landlord’s handling of the resident’s concerns about the conduct of its contractor’s staff. The landlord’s handling of the resident’s claims of disability discrimination. The landlord’s handling of the resident’s …
The complaint is about the landlord’s handling of: Reports of a leaking roof. Reports of damp and mould in the property. Reports of a leaking radiator. The associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of various repairs to the property including damp and mould in the basement; damp in the upstairs of the property; disrepair to the kitchen; a collapsed basement ceiling; and the request for an additional toilet and the subsequent damp …
The complaint is about the impact on the resident’s health of the landlord’s handling of repairs. The complaint is also about the landlord’s handling of the resident’s: reports of leaks, damp and mould. concerns about temporary accommodation. We have also considered the landlord’s: record keeping. complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Request for rehousing due to overcrowding. This report also considers the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of: damp and mould. damage to belongings due to the damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Concerns about overcrowding. The investigation has also considered the associated complaint handling.
The complaint is about the landlords response to the residents requests for: Relocation of electric sockets in the bedroom, kitchen and lounge. Installation of a new electric socket for a helpline box. Bathroom renovation. Improvement works in the kitchen, including: Installation of a washing machine. Renovation of the kitchen. Removal …
The complaint is about: The landlord’s handling of the resident’s request to be placed on the housing register and for her application to be prioritised. The landlord’s handling of the resident’s reports of damp and mould and associated remedial repairs in her property. The landlord’s complaint handling has also been …
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: response to the resident’s reports of a leak, handling of the resident’s 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 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: 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 handling of the resident’s: Concerns that it had not renewed her smoke alarms. Formal complaint.
The complaint is about the landlord’s: Handling of repairs to a toilet, including an operative’s conduct. Handing of repairs to a balcony.
| 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 |