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: Repairs to the resident’s windows and doors. The resident’s reports of antisocial behaviour (ASB). A compensation payment for a previous repair. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Request for a roof covering to be installed over his car parking space. Reports of fly tipping and that grounds maintenance was not being carried out. Reports that the communal door and corridor was causing noise nuisance. The Ombudsman has …
The complaint is about the landlord’s handling of: The resident’s reports of a leaking roof and associated damp and mould at her property. The complaint.
The complaint is about the landlord’s handling of: Reports of damp and mould. Reports of a pest infestation. A request to be rehomed.
The complaint is about the landlord’s handling of the resident’s: Reports of delays in completing repairs to the communal doors and pedestrian gate. Associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour from a neighbour. Response to the resident’s request for a new front door due to the smell of cannabis. Handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damp and mould in the property. Concerns about staff conduct.
The complaint is about the landlord’s handling of the resident’s: Reports that he was unable to use his parking space. Queries about his service charge. Reports about delays in completing lift repairs. Reports about antisocial behaviour (ASB) caused by a neighbour. Reports about communal repairs, cleaning, and the caretaking service. …
The complaint is about the landlord’s handling of: Electrical and plumbing repairs from August 2023. The resident’s request for it to replace her kitchen. A leak and electrical repairs in September 2024. The resident’s complaints.
The complaint is about the landlord’s handling of the resident’s reports of repairs to the communal lifts. 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 loss of heating and hot water. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of repairs to the kitchen. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: the resident’s reports of a pest infestation an occupational therapy (OT) assessment the resident’s request to be rehoused the resident’s reports of damp and mould We have also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Request to move. Reports of mould. Complaint.
The complaint is about the landlord’s response to the resident’s: Reports of mice infestation. Request for repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns regarding: Communal repairs to a wooden door frame and lights. Tree management. An electrical repair to the resident’s property. Pest control in the communal area. Condition of communal areas including the stairway, walls and flooring outside the lift. Grounds …
The complaint is about the landlord's handling of the resident’s: Reports of a leak. Associated complaint.
The complaint is about: The landlord’s handling of the resident’s request for a leasehold pre-sale pack, particularly: The accuracy of service charge accounts and interest on the account. A request for a full statement of account since 2012. The landlord’s handling of the resident’s request for information about major refurbishment …
The complaint is about the landlord’s handling of the resident’s reports of: The landlord charging him rent for 2 properties in 2017. Rent arrears due to the landlord’s failure to pay him compensation from a disrepair claim. Damp and mould and outstanding repairs. We have also considered the landlord’s handling …
The complaint is about the landlord’s handling of the resident’s reports of: Foxes living under the property. Damp and mould. Leaks. The landlord’s complaint handling is also considered.
The complaint is about the landlord’s handling of: the resident’s communications with the housing options team. repairs to the boiler. repairs to the radiator. a leak resulting in damp and mould. the resident’s reports of antisocial behaviour (ASB). We have also considered the landlord’s record keeping and complaint handling. We …
The complaint is about the landlord’s handling of the resident’s: reports of heating and hot water issues at the property. associated complaint.
The complaint is about the landlord’s handling of the works to: The paving and an overgrown tree. The garden boundary fence. This investigation has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the fences at the bottom of the stairwell and top of the terrace to the resident’s property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of a mice infestation at her property. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of multiple repairs required to the property. Concerns about the electrics and electrical safety. Concerns about the layout of the kitchen. Concerns about Asbestos Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of water ingress through the wall, which caused internal water damage. Formal complaint.
The complaint is about the landlord’s handling of the resident’s: Request for a service charge refund from November 2013. Associated complaint.
The complaint is about the landlord’s handling of: The resident’s concerns about estate inspections, the local office and caretaking. A staff member contacting the resident’s GP without his consent.
The complaint is about the landlord’s handling of the resident’s reports of: Noise and pigeon nuisance. A back surge of sewage in his bathroom. Black mould in the bedrooms of his property. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Request for permanent rehousing and concerns it misplaced sensitive personal documents. Request for temporary accommodation. Reports of multiple outstanding repairs. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports about: Service charges. Estate grounds maintenance. Gutter repairs.
The complaint is about the landlord’s handling of the resident’s: Reports of drainage issues affecting the toilet. Reports of damp and mould in the bathroom. Request for a replacement front door. Concerns about asbestos. Associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about: Damp and mould, and associated repairs. A roof leak. An update to her household details. A request to install an additional light in the kitchen. We have also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of reports of damp and mould and associated repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to: Reports of a rodent infestation. Request for compensation for damage due to the infestation. The Ombudsman has also considered the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s handling of heating and hot water repairs in the resident’s property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint. There was maladministration in the landlord’s handling of the resident’s complaint as the landlord: Did not respond to the resident’s stage …
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) and concerns about staff conduct. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of water supply issues. Reports of noisy pipework. Reports of anti-social behaviour (ASB). Request to be rehoused.
The complaint is about the landlord’s response to the resident’s concerns about: Damp and mould in the bedroom. The windows The kitchen Issues with drainage The front door Cracks in the ceiling in the front room and door. This Service has also considered the landlord’s handling of the complaint.
This complaint is about the landlord’s handling of: The resident’s reports about the condition of the property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Repairs to the toilet. Poor staff conduct. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s: Handling of repairs to the boiler. Handling of associated repairs. Response to a request for compensation for damaged possessions.
The complaint is about the landlord’s handling of the resident’s: Concerns about the condition of the water tank in her loft. Request to be sent an inspection report in relation to her disrepair case. Concerns about the temperature of her kitchen and bedroom. We have also investigated the landlord’s record …
The complaint is about the landlord’s Handling of the resident’s reports of repairs to the exterior of her property. Complaint handling.
The complaint is about the landlord’s: Communication about external cyclical maintenance works. Handling of the resident’s complaint.
The complaint is about the landlord’s handling of repairs to the resident’s heating and hot water system. The Ombudsman has also investigated the landlord’s complaint handling.
This complaint is about the landlord’s handling of: the resident’s reports of pests in the property; the associated complaint.
The complaint is about the landlord’s response to 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: Personal data. The resident’s reports of ASB. The associated complaint.
| 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 |