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.
Decision Case ID 202441591 Decision type Investigation Landlord Home Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 23 February 2026 Background The resident lives in a 2-bedroom house. The tenancy started in […]
Decision Case ID 202344614 Decision type Investigation Landlord Torus62 Limited Landlord type Housing Association Occupancy Assured Tenancy Date 17 October 2025 Background The resident lives in a 4-bedroom inner terrace property with her son. She […]
The complaint is about the landlord’s response to the resident’s concerns about the condition of the property when she moved in.
The complaint is about the landlord’s response to antisocial behaviour (ASB), reports, and the resident’s subsequent request to move property.
The complaint is about the landlord’s approach to moving the resident to alternative accommodation after reports of damp and mould at the property.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould.
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour from his neighbour. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s concerns about the structural safety of the property, subsequent repairs and her temporary move. The resident’s complaint.
The complaint is about the landlord’s handling of the condition of the property at the time of the resident’s mutual exchange and the subsequent repairs.
The complaint is about the landlord’s response to the resident’s reports of bed bugs within her flat and in the communal areas of the property The Ombudsman has also considered the landlord’s complaint handling
The complaint is about the landlord’s handling of damp and mould repairs at the property. We have also looked at the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of reports of repairs following a leak at the property.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in her home. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s requests for assistance with his rehousing needs.
The complaint is about the landlord’s handling of the resident’s reports of: Antisocial behaviour (ASB). Staff conduct.
The resident’s complaint is about: The landlord’s handling of their request for service charge and building insurance information. The increase in the level of service charges. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of issues following a kitchen replacement.
The complaint is about the landlord’s handling of The resident’s reports of damp and mould. The complaint.
The complaint is about the landlord’s handling of the resident’s: reports of repairs to the boiler. queries about service charges. reports of poor communal cleaning and maintenance. We have also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of: The resident’s reports of inappropriate conduct by staff in its contact centre. The associated complaints.
The complaint is about the landlord’s response to reports of damp and mould. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of damp and mould at the resident’s property.
The complaint is about the landlord’s handling of the resident’s mutual exchange application.
The complaint is about the landlord’s response to the resident’s concerns about the affordability of the property during the sign-up process.
This complaint is about the landlord’s handling of repairs to the carpet in the communal area.
The complaint is about the landlord’s: Section 20 process for replacement windows. Response to the resident’s concerns about the replacement windows and related consultation process. Complaint handling.
The complaint is about the landlord’s handling of the residents reports of noise nuisance.
The complaint is about the landlord’s handling of the resident’s reports of a leak at a neighbouring property causing damage to her property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of kitchen repairs.
The complaint is about the landlord’s handling of repairs to the resident’s property following a mutual exchange.
The complaint is about the landlord’s handling of the resident’s report of a leak into their property, and the associated repairs.
The complaint is about the landlord's handling of defects reported by the resident.
The complaint is about the landlord’s response to the resident’s concerns about damp and mould.
The landlord’s response to the resident’s report of staff misconduct.
The resident’s complaint is about the landlord’s: Request for him to remove his CCTV camera. Handling of his reports of anti social behaviour (ASB).
The complaint is about the landlord’s handling of the resident’s reports of repairs including: A window. A bathroom leak. The associated damp and mould.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: A pest infestation. Repairs, in particular: Repairs to the boiler. Damp and mould. A crack in the living room wall.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The landlord’s handling of the complaint has also been considered.
The complaint is about the landlord’s handling of the resident’s reports about dampness, humidity and mould.
The complaint is about the landlord’s handling of the installation of an intercom system. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s request for the installation of a wet room.
The complaint is about the landlord’s handling of the resident’s concerns regarding the communal TV aerial.
The complaint is about the landlord's handling of the resident’s reports of damp and mould.
The complaint is about the landlord’s handling of: The resident’s housing application and in particular, the withdrawal of a property offer that the resident believes was due to his request to grow and use cannabis for medicinal use, along with his request for adaptations.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from her neighbour. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
The resident’s complaint is about: The increased cost of the property’s building insurance. The landlord’s communication with the resident about the building insurance.
The complaint is about the landlord’s response to the resident’s concerns about anti-social behaviour (ASB).
The complaint is about the landlord’s handling of the resident’s gas safety inspections, including scheduling and missed appointments.
The complaint is about the landlord's handling of reports about the condition of the communal bin area.
| 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 |