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 reports of Japanese Knotweed impacting her use of the garden. The landlord’s response to the resident’s request for information about restrictions in using the garden, including whether she could place a shed in the garden.
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 handling of: Requests to remove a parcel box. A leak and associated repairs. The resident’s complaint.
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.
The complaint is about the landlord’s: communications with the resident in relation to a managed move. communications with the resident in relation to the level of rent and council tax. decision to remove an outbuilding. handling of repairs in the property. response to the resident’s concerns about the lettable standard …
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould and related window repairs. Repairs to the intercom. Reports of excessive dust in the property. The Ombudsman has also considered the landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak and subsequent repairs. Request for alternative accommodation. Associated Complaint.
The complaint is about the landlord's response to the resident’s: Request for repairs. Complaint about damage caused to her flooring. Concerns regarding removal of asbestos. Decision to fit laminate flooring. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s request to replace the front door. This service has also considered the landlord’s: decision not to conduct a further inspection of the resident’s front door. complaint handling.
The complaint is about the landlord’s response to the resident’s: claim for damages to his personal belongings. reports of damp and mould in the property, including the quality of repair works. The Ombudsman has also taken the decision to consider the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s reports of required repairs, roof repair, and planned roof replacement. Request for a kitchen upgrade. The Ombudsman has also considered the landlord’s complaint handling.
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 the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s complaint handling is also considered.
The complaint is about the landlord’s handling of the resident’s water charges. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the leaseholder’s report that a storage heater was not working. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Request for rehousing.
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 handling of the resident’s concerns about housing points she had been awarded and the property bidding process. The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from her neighbour The landlord’s handling of the resident’s reports of a leak from the flat …
The complaint is about: the impact of black mould on the resident’s health. the landlord’s handling of: reports of leaks, damp and mould at the property. the complaint.
The complaint is about the landlord’s: proposal to carry out works outlined in a section 20 notice. handling of leaks in the property. The Ombudsman has also considered the landlord’s complaint handling.
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.
REPORT COMPLAINT 202344413 Birmingham City Council 19 December 2024 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 no heating and hot water related to the communal boiler and the heating charge she pays for this. The resident’s concerns about increases to her heating charges.
The complaint is about the landlord’s response to the resident’s: Requests for aids and adaptations in the property. Reports of damp and mould in the property. Associated complaint.
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: A problem with the resident’s kitchen sink. The resident’s reports of dissatisfaction with the standard of communal caretaking. Repairs to a communal door lock. The resident’s reports of antisocial behaviour (ASB). A home loss and disturbance payment. The Ombudsman will also investigate …
The complaint is about the landlord’s handling of: The repairs at the property. The associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould in the property. Handling of the resident’s reports that the damp and mould damaged her personal possessions. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to: the resident’s reports of antisocial behaviour (ASB), including her request for a copy of an acceptable behaviour agreement (ABA). the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of: antisocial behaviour (ASB); issues with the intercom system, and communal lift. The Ombudsman has also considered the landlord’s complaint handling.
The resident’s complaint is about: The condition of the property when let to her and the landlord’s handling of the remedial works. The landlord’s response to her request for it to install a shower. The landlord’s handling of her complaint.
The complaint is about the landlord’s handling of: Boiler repairs and replacement. Stack pipe repairs. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s dissatisfaction about its proposal to install a condensing boiler. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about how the landlord responded to the resident’s requests for it to: Renovate the kitchen, bathroom, and roof. Install a back-gate in the garden. Relocate the boiler. Repair faulty brickwork at the rear of the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s request for: Emergency accommodation. Compensation. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of:
The complaint is about the landlord’s handling of the resident’s reports of: Noise nuisance. Damp and mould.
The complaint is about the landlord’s response to: reports of a leak. reports of delays in providing information concerning the sale of the resident’s property. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of repairs in the resident’s property, including: Damp and mould. Window repairs. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s:
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould affecting her property. A temporary decant.
The complaint is about the landlord’s handling of: the resident’s mutual exchange. a repair to an electrical socket in the kitchen. reports of antisocial behaviour. 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: Reports of loss of heating and hot water. Reports of damp and mould. The complaint.
The complaint is about the landlord’s handling of: Reports of leaks, damp and mould. The complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of noise and antisocial behaviour. Request for a managed move. Associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s rehousing application. The Ombudsman has also investigated the landlord’s complaint handling.
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. The Ombudsman has also investigated 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 |