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: No heating and hot water meaning he could not move in. Repairs needed to the outhouse window. Repairs needed to the kitchen. Building waste having been left at the property. The Ombudsman has also considered the landlord’s handling …
The complaint is about the landlord’s response to the resident’s request for disabled adaptations. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould at the property. The Ombudsman has also considered the complaint handling in this case.
The complaint is about the landlord’s: Handling of reports of damp and mould in the property, and the associated repairs. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of multiple longstanding and recent repairs required to the property. Associated formal complaint.
REPORT COMPLAINT 202225389 Tower Hamlets Homes 12 September 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. This is […]
The complaint is about the landlord’s handling of: A roof leak and ceiling repairs including the removal of asbestos at the resident’s property. Concerns about difficulty contacting the landlord’s staff members and unacceptable comments from a staff member. Concerns about the landlord’s contractor’s conduct and standard of work. The associated …
The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour. The resident’s report of discrimination by the landlord. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of: The resident’s rehousing application. An incident that occurred at its offices. The resident’s reports of damp, mould, and the associated repairs. The resident’s reports of antisocial behaviour (ASB). The resident’s concern about domestic abuse. The Ombudsman has also considered the landlord’s complaint …
The complaint is about the landlord’s handling of: the resident's queries about the service charge for 2021-22 including her request for a breakdown of the actual costs. the resident’s complaint.
The resident’s complaint is about the landlord’s handling of: Major works to the roof of the building. Associated remedial repairs to the property.
The complaint is about the landlord’s handling of the resident’s concerns regarding: the repair condition of her temporary accommodation. her report of road noise at her current property. a lack of heating and hot water at her current property at the time her tenancy started. The Service has also investigated …
The complaint is about the landlord's handling of the resident’s: Reports of a leak and the associated remedial repairs. Request for compensation for damaged personal possessions. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports concerning: A blocked drain. Peeling damp proof paint and the contractor’s behaviour. Cracks in the property. The landlord’s complaint handling has also been considered in this investigation.
The complaint is about the landlord’s: Handling of window repairs and associated reports of damp and mould . Complaint handling.
The complaint is about: The landlord’s handling of various repairs to the property. The landlord’s response to the resident’s concerns regarding the rehousing process. The associated complaint handling.
REPORT COMPLAINT 202339149 Southern Housing 6 March 2025 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. This […]
The complaint is about the landlord's response to: Reports of staff misconduct and communication regarding belongings in the property. A request for an adaptation. The resident’s request for permissions for a shed. Reports of repairs within the property. The report has also taken the landlord’s handling of the associated complaint …
The complaint is about the landlord’s response to the resident about: Antisocial behaviour (‘ASB’) reports. Complaint handling.
The complaint is about the landlord’s handling of: The replacement of a window in the resident’s property. The resident’s reports of faults and damage arising from the installation of the new window. The resident’s requests for window cleaning services. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to a kitchen cabinet door. Reports of damp and mould.
The complaint is about the landlord’s handling of the appointment of a single point of contact for the resident. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Report that a fire door was being left open. Associated complaint.
The complaint is about: The landlord’s handling of kitchen and boiler upgrade works, including the ventilation fan. The landlord’s response to the resident’s concerns about staff conduct. The landlord’s response to the resident’s concerns about asbestos within the property.
The complaint is about the landlord’s handling of: Repairs to the dishwasher, washing machine and underfloor heating repair. An infestation of mice. A repair to a leaking waste pipe and hole in the living room wall. The Ombudsman has also considered the landlord’s record-keeping and complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance. The associated complaint.
The complaint is about: The landlord’s administration of the service charge account, including the bank account arrangements. The landlord’s handling of the programme for replacing residents’ front doors. The landlord’s handling of repairs and maintenance on the estate prior to the transfer of management, including the resident’s reports of fire …
The complaint is about the landlord’s handling of: The resident’s concerns about temporary accommodation and rehousing options offered to her, following a fire at the property. The ending of the resident’s tenancy. The resident’s concerns about fly-tipping in the garden. The resident’s request to access her property following a fire …
The complaint is about the landlord’s: handling of enquires about quotations needed for major roof works. response to a request that a Section 20 consultation take place for the works. communication regarding a referral to the First Tier Tribunal (FTT) to rule on the resident’s dispute.
The complaint is about: The landlord’s response to the resident's concerns about threats of eviction. The landlord’s response and handling of the resident’s reports about antisocial behaviour (ASB). The landlord’s response to the resident’s concerns about property condition. The landlord’s response to the resident’s concerns about outstanding repairs. The landlord’s …
The complaint is about the landlord’s handling of the resident’s reports of overgrown trees. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about its handling of: His reports of antisocial behaviour (ASB) from his neighbours. The associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of damp and mould in her kitchen and the associated repairs. The landlord’s complaint handling.
The complaint is about the landlord’s response to: Reports of damp and mould in the hallway, bedroom and bathroom. Reports of personal belongings damaged by damp and mould. Requests to replace fencing panels. The complaint. This investigation has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of a leak. The Ombudsman will also be considering the landlord’s complaint handling.
The complaint is about: the landlord’s handling of the resident’s reports of repairs from the start of the tenancy. the landlord’s handling of the resident’s reports of damp and mould. the landlord’s handling of the resident’s complaint.
The resident’s complaint is about the landlord’s: Response to reports of anti-social behaviour (ASB) from his neighbours; Handling of the associated complaint.
The complaint is about the landlord’s handing of: The resident’s requests for documents. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The resident’s subsequent request to be rehoused. A safeguard referral to the council. The Ombudsman has also considered the complaint handling in this case.
The complaint is about the resident’s reports of: A request for a refund for stolen parcels. The level of security provided by the landlord’s concierge office. The landlord’s communication regarding its concierge office closures.
The complaint is about the landlord’s response to: The resident’s reports of leaks and mould in the property’s bathroom. The associated formal complaint.
The complaint is about: The landlord’s handling of repairs to an expansion vessel causing no heating and hot water. The landlord's handling of the resident’s reports of damage to carpets, flooring and belongings. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of the property being affected by draught and cold. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: A leaking downpipe. Repairs related to a series of leaks and subsequent damp, mould, and condensation in the property. Pest infestations in the property. The Ombudsman has also considered the landlords: Record-keeping. Complaint handling.
The complaint is about the landlord's handling of: A boiler replacement. Issues with the resident’s electricity supply. A leak through the resident’s living room ceiling. The resident’s associated complaint.
The complaint is about: The landlord’s response to the resident about its handling of their antisocial behaviour (‘ASB’) reports. The landlord’s complaint handling. The Ombudsman has also considered the landlord’s record-keeping.
The complaint concerns the landlord’s handling of the resident’s reports of a leak from the property above her. This report has also considered the landlord’s: Record keeping. Complaints handling.
The complaint is about the landlord’s handling of the resident’s: Request for adaptations. Reports of required repairs. The Ombudsman has also considered the landlord’s: Handling of the management home move. Complaint handling. Record keeping.
The complaint is about the landlord's response to the resident's: Reports of a smell coming from her sink and washing machine; Reports of damage caused by a leak from a neighbouring property; Request for new key fobs; Concerns about grounds maintenance and communal cleaning; This report has also assessed the …
The complaint is about the landlord’s handling of: A staff member’s conduct during a telephone call with the resident. 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 |