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: Personal data and subject access request (SAR). Reports of a pest infestation and related repairs at the property. Concerns about a leak coming from the water tank in the loft. Associated complaint.
The complaint is about the landlord’s: Response to the resident’s concerns about scaffolding. Handling of kitchen replacement works. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports about: The boundary fence and gate. The windows and door. The bedroom ceiling. The central heating.
The complaint is about: The landlord's handling of damp and mould. The landlord's handling of roof repairs. The landlord's complaint handling. The level of compensation offered by the landlord and its decision not to refund rent.
This complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the bathroom. The resident’s request for repairs to a motorised skylight window. The resident’s report of a broken extractor fan. The associated complaint.
The complaint is about the landlord's handling of the resident's reports about works agreed when she signed up for the tenancy of the property and after the tenancy started. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of damp and mould in the property and its handling of the required repairs. The landlord’s handling of the resident’s complaint has also been investigated.
The complaint is about the landlord’s handling of repairs and concerns reported by the resident prior to signing for the tenancy, and shortly after the tenancy began related to: External issues, such as a broken bollard, open manhole, and no access to the rear garden. Internal issues, such as: Issues …
This complaint is about the landlord’s handling of: The resident’s reports of several repairs required in the property, including damp and mould. The associated complaint.
The complaint is about the landlord’s handling of repairs to the communal lighting. 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 repair to a soil stack. Requests for information about the service charges relating to the repair. Concerns about the level of service charges relating to the repair. Associated complaint.
The complaint is about the landlord’s handling of: The removal of asbestos flooring in the property. Repairs to the kitchen flooring and electrical sockets. Repairs to a leak in the bathroom. Reports of mould in the bathroom. Repairs to a leak and floors in a bedroom. Reports of leaking windows …
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 handling of: Plastering repairs. Reports of damp. Reports about the boiler, radiator and shower repairs. The associated formal complaints.
The complaint is about: The landlord's handling of the resident's repair reports The landlord's complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports about support services it provided during her tenancy. The resident’s complaint.
The landlord’s response to the resident’s request for reimbursement, for damage caused to his fitted wardrobe during repair works to the property. We have also considered the landlords handling of the associated complaint.
The resident’s complaint is about the landlord’s: Handling of repairs related to damp; Response to reports of pests; Handling of the associated complaint.
The complaint is about: The landlord's decision that the resident cannot store her electric wheelchair (the wheelchair) in the communal corridor due to fire safety concerns. The associated complaint.
The resident’s complaint is about the landlord’s handling of: Squirrels in the loft of the property and repairs to associated damage. His complaint.
The complaint is about the landlord’s response to reports of: Antisocial behaviour by the resident’s neighbour. The resident’s neighbour feeding birds excessively. The investigation has also taken the landlord’s handling of the associated complaint into consideration.
REPORT COMPLAINT 202228567 Sanctuary Housing Association 9 July 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 resident’s complaints are about: Complaint 1. The landlords handling of the repairs to the resident's heating and hot water system. The landlords handling of other repairs to the residents property (toilet, front and rear door). Complaint 2. The behaviour and conduct of the landlords staff and its standard of …
The complaint is about the landlord’s response to the resident's reports of: Damp, mould, and associated outstanding repairs; Heating and hot water loss. The lack of cooking facilities in her property. This report will also consider the landlords: Complaint handling; Record keeping.
The complaint is about the landlord’s handling of the resident’s requests for repairs to: The hot water system. The front door.
The complaint is about the landlord’s handling of: repairs following the resident’s reports of damp and mould. the resident’s complaint and claim for damaged possessions. The resident has also complaint about the impact of the damp and mould within the property on her health.
The complaint is about the landlord’s response to: The resident’s reports of pest infestations in the property. The resident’s request to be rehoused. This report also looks at the landlord’s handling of the resident’s complaints.
The complaint is about the landlord’s handling of the resident’s: Reports of no heating or hot water. Reports of outstanding repairs. Request for a temporary decant. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s concerns that a bedroom in the property was not sufficiently insulated and was too cold to use. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance. The Ombudsman has also considered the landlord’s complaint handling.
The complains is about the landlord’s: Response to the resident’s reports of repairs in the property. Complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB) from a neighbour; Response to the resident’s concerns about the scheme manager; Handling of the resident’s 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 |