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 concerns: The landlord’s response to reports of repairs needed relating to: A Blockage to the toilet system. An insect infestation. A leak and lack of access to kitchen facilities. Other repairs. The landlord’s response to reports of a Gas leak in April 2020. The related complaint.
The complaint concerns how the landlord handled: Noise nuisance from a scrapyard near the property. The sale of the property to the resident. The associated formal complaint into these matters.
The complaint is about: The landlord’s response to the resident’s requests for a breakdown of the service charge spend for the financial year 2018/19. The proportion of the service charges paid by the resident and the level of the landlord’s management fee. The landlord’s handling of the formal complaint.
The resident complains about the landlord's handling of: Their reports of an unsecure satellite dish in 2015, reports of damage to the conservatory roof related to this in 2016, and a subsequent claim for compensation. A leak from the conservatory roof in August 2021, the handling of the complaint about …
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from a neighbour. The landlord’s handling of the installation of a trellis on the resident’s fence. The landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s concerns about repairs and damage caused by contractors. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s: reports of antisocial behaviour (ASB). concerns about the security of the communal entry door. reports about the functionality of the spyhole camera. queries about the window replacement.
The complaint is about the landlord’s response to the resident’s report about an unauthorised structure. The complaint is about the landlord’s response to the resident’s report about the estate inspections. The complaint is about the landlord’s response to the resident’s request regarding CCTV footage.
The complaint is about the landlord’s: Handling of the leaseholder’s request for window repairs and/or replacement. Complaint handling.
This complaint is about: The level of redress the landlord offered in respect of its acknowledged delays and failures while responding to a leak from the flat above; The landlord’s recommendation to approach the above tenant about the leak; The landlord’s handling of the resident’s 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 |