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 actions of the local authority’s environmental health department in response to the resident’s reports of noise from a neighbour. The landlord’s response to the resident’s reports of noise from a neighbour’s boiler. The landlord’s handling of the associated complaint.
The lack of support offered by the landlord following the resident witnessing an aggravated burglary opposite her previous property.
This complaint is about the landlord’s response to the resident’s reports of her neighbour leaving rubbish, outside their front door, in the communal area of her block.
The complaint is about the landlord’s handling of repairs to the resident’s boiler.
REPORT COMPLAINT 202017575 Southwark Council 25 January 2022 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 set […]
The complaint is about the landlord’s response to the resident’s allegations about the removal of his belongings from the property by the landlord’s contractor.
The complaint is about the landlord’s response to the resident’s reports of a water leak affecting her property.
The complaint is about the landlord’s response to the resident’s concerns about the wet room at the property including that it was leaking, and that the landlord incorrectly advised it had installed a bath.
The complaint is about the landlord’s response to the resident’s reports about:
The complaint concerns the level of compensation offered by the landlord following a water leak into the resident’s property.
The complaint is about the disposal of the resident’s belongings, following an eviction.
The complaint is about the level of redress offered to the resident following her reports of a defective heating and hot water system.
REPORT COMPLAINT 202112954 Lambeth Council 23 November 2021 Our approach Under our early resolution process, the Ombudsman works with the resident and landlord to explore the issues in dispute, identify the matters that remain outstanding […]
The complaint is about the landlord’s response to the resident’s reports about how it handled her rent and council tax accounts, following a decant from her permanent property.
The complaint is about the landlord's handling of repairs to a communal waste pipe serving the resident’s property.
This complaint is about the landlord’s handling of: a bathroom fan repair; the related complaint.
The complaint is about the landlord’s handling of the leaseholder’s request for repairs to his toilet and the level of compensation offered in this matter.
The complaint was about the landlord's handling of the resident's: Reports of leaks in the property. Reports about a blocked kitchen drain. Reports of damage to the windows. Complaint and request for compensation.
The complaint is about the landlord’s response to the resident’s request for information following a Tenants and Leaseholder Forum and its response to her complaint about the same.
The complaint concerns the landlord’s handling of the resident’s reports of a blocked toilet.
The complaint is about the landlord’s response to the resident’s water ingress and mould reports.
The complaint is about the landlord’s response to the resident’s requests to repair or replace the communal carpet.
The resident has complained about: The handling of damp repairs at their previous home. The handling of the decant from their previous home as part of the repairs, including the amount of associated compensation that has been paid. The condition of their new home when let, together with the handling …
The complaint concerns the landlord’s handling of the resident’s report of the loss of hot wate r and heating following a water leak at her property.
The resident has complained that: The landlord has refused to compensate them for damage to their car.
The complaint is about the landlord’s: Handling of the resident’s reports of outstanding repairs to and the security of his front door. Associated complaint handling.
The complaint is about the landlord’s: response to the resident’s reports about damp occurring in the bedrooms at her property; complaints handling.
The complaint is about the landlord’s response to the resident’s anti-social behaviour (‘ASB’) and noise reports.
The complaint is about the landlord’s response to the resident’s concerns regarding: The delayed redecoration of her property, following a leak from the upstairs flat. Repairs to her front door and frame, and the communal shed gate lock. Its associated complaint handling.
The complaint is about the landlord’s response to the resident’s reports of damp and mould in her property.
The complaint is about: The level of compensation offered following the resident’s Public Liability Contents’ claim to the landlord’s insurer. The landlord’s handling of a repair to a leak reported in 2019 which affected the resident’s property.
The complaint is about the landlord’s response to the resident’s reports of scratches to her windows following cyclical works at the property.
The complaint concerns the landlord’s handling of the resident’s reports of a water leak into his property.
The resident complains about: How the landlord handled repairs reported at the property and the level of compensation offered for delays in completing repairs between April 2019 and November 2020. How the landlord handled repairs reported at the property from November 2020 onwards.
The complaint is about the landlord’s handling of repairs to the resident’s kitchen.
The complaint is about the landlord’s application of its abandonment process to the resident.
This Service will investigate the resident’s complaints regarding: The landlord’s response to her reports of ASB; and Its removal of the additional tenancy clauses (ATC). This Service will also consider the landlord’s handling of the resident’s complaint.
The complaint concerns the landlord’s handling of repairs to the resident’s heating system.
The complaint concerns: The landlord’s handling of the resident’s reports of disability discrimination towards her household. The landlord’s handling of repairs to the resident’s toilet seat.
The complaint is about: The landlord’s response to the reports of a repair needed to the intercom system. The landlord’s response to a repair reported about the side gate lock. The landlord’s response to the resident’s concerns about the cleaning service on the estate. The landlord’s handling of the associated …
The complaint concerns the landlord’s handling of repairs to the resident’s fence.
The complaint is about the landlord’s response to the resident’s reports about: anti-social behaviour counter allegations
The complaint is about: Section 20 work that was completed by the landlord at the resident’s property in 2016. Charges for the section 20 works which the resident opted out of. The landlord’s response to the resident’s request to produce a revised invoice for section 20 works. The landlord’s handling …
REPORT COMPLAINT 202003452 Eastbourne Borough Council 31 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
This complaint is about the landlord’s response to: The resident’s request for rehousing. The resident’s reports of damp and mould in her property, disrepair to extractor fans in her kitchen and bathroom, and broken window handles in her dining room.
REPORT COMPLAINT 202002986 Basildon Borough Council 15 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The complaint refers to: The length of time taken for the Landlord to complete repairs to the Resident’s property. The Landlord’s complaint handling of this matter.
| 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 |