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 response to the resident’s reports about the condition of the property at the start of the tenancy. The landlord’s response to the resident’s reports of repairs required at the property. The landlord’s implementation of contact restrictions. The landlord’s response to the resident’s application to …
The complaint is about: The works the landlord completed to the loft space. The landlord’s handling of works to the radiators in the property. The landlord’s response to the representative’s request to be added as either a joint tenant or, assigned the tenancy.
The complaint is about the landlord’s response to the resident’s: Concerns about the condition of the property at the start of the tenancy. Reports of repairs.
The complaint is about the landlords response to the resident’s: concerns about a risk marker placed on his tenancy file; reports of repair works to his boiler and plastering of his kitchen wall.
The complaints referred to this Service are about: Rent and service charge increases since the start of the resident’s tenancy and the landlord’s administration of the resident’s rent account. The landlord’s decision to serve a Notice of Seeking Possession (NOSP) on the resident due to rent arrears. The landlord’s handling …
The complaint is about: The landlord’s handling of the resident’s request to remain in his grandmother’s property following the termination of the tenancy. The landlord’s handling of the resident’s enquiry about purchasing the property via the Right to Buy (RTB) scheme. The landlord’s complaints handling.
This complaint is about: The residents’ historic concerns about various issues including: The landlord’s handling of anti-social behaviour (ASB) and criminal damage to the property. The landlord’s handling of subsequent repairs to the property’s windows. The landlord’s notice of tenancy action against the residents. the conduct of the landlord’s previous …
The complaint is about: The landlord’s response to the resident’s concerns about the length of time he was without heating and hot water at the start of his tenancy and the level of compensation offered. The landlord’s handling of the associated complaint and its record keeping.
The complaint is about the landlord’s response to: The resident’s reports of repairs (windows, damp and mould) while residing in temporary accommodation. The resident’s reports about the repairs at the start of the tenancy. The resident’s reports about flooding of the back garden and pathway. The resident’s reports about cracks …
The complaint is about the landlord’s: Handling of the resident’s housing register application. Handling of the recovery of the resident’s former tenancy arrears. Handling of the resident’s mutual exchange.
The complaint is about the: Support given by the landlord to the resident following her giving notice to quit the tenancy and the landlord’s application of its breach of tenancy policy. Level of redress offered by the landlord in relation to: The shrubs destroyed by the neighbour. Its response to …
The complaints are about the landlord’s response to the resident’s concerns: About the process it followed when changing rent collection and calculation periods; and that it had relied on a clause that was not included in his tenancy agreement when making changes to the rent periods. That it had failed …
The complaint is about the landlord’s handling of: The resident’s request to extend her tenancy. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of Anti-Social Behaviour (ASB) perpetrated by her neighbour. Reports of a fence and shed built by her neighbour, which she asserted caused a safety issue. Request to add her husband to the tenancy agreement. Alleged outstanding repair issues, specifically …
The complaint is about: The landlord’s response to the resident’s request to end his tenancy. The landlord’s handling of the return of the resident’s deposit. The landlord’s record keeping and complaint handling.
This complaint is about: a. the level of redress the landlord awarded in respect of its acknowledged delays and failures while handling the resident’s reports of an inadequate water supply at the property; b. the landlord’s response to the resident’s concerns about rent arrears, his assigned tenancy rating and the …
| 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 |