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.
REPORT COMPLAINT 202435070 Town and Country Housing 30 May 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Associated Complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould within the property.
The complaint is about the landlord’s handling of the resident’s concerns regarding service charges, including his associated complaint.
The complaint is about the landlord’s response to the resident’s reports of rodents in the property.
The complaint is about the landlord's response to the resident’s reports regarding the maintenance of shrubs and a wall at the side of his property.
The complaint is about the landlord’s handling of the resident’s reports of repairs to the front and back doors, and the associated complaint.
The complaint is about the landlord’s handling of: The installation of the resident’s windows. The resident’s reports of damaged caused to his television by the landlord’s contractors.
The complaint is about the landlord’s handling of:
The complaint is about the landlord’s response to the resident’s: Report of drainage repairs. Associated complaint.
The complaint is about the landlord's handling of works to the bathroom. The Ombudsman has also decided to investigate the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s requests to install a ramp on a communal path.
The resident’s complaint is about the landlord’s handling of a replacement electric fire.
The complaint is about the landlord’s handling of works to the resident’s garden. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The rewiring of the resident’s property. Its contractors leaving the property in a mess after the rewiring works, and the resident’s reports of damaged and missing items.
The complaint is about the landlord’s response to the resident’s reports of repairs required to the Heat Interface Unit (HIU) in the property. This investigation has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of a leak into their property from the flat above.
This complaint is about the landlord’s handling of the resident’s concerns about the conduct of a member of its staff.
The complaint is about the landlord’s response to the resident’s queries about service charges.
The complaint is about the landlord’s handling of leaks in the property.
The complaint is about the landlord’s handling of the resident’s concerns about his rent account.
The complaint is about the landlord’s handling of repairs to the resident’s boiler and heating system.
The complaint is about the landlord’s handling of the resident’s application to its hardship fund.
The complaint is about the landlord’s handling of the resident’s: Reports of a roof leak. Associated complaint.
REPORT COMPLAINT 202427013 Magenta Living 15 May 2025 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 […]
The complaint is about the landlord’s handling of the resident’s reports of a broken tile.
The complaint is about the landlord’s response to the resident’s: Reports of a broken front door lock. Associated complaint.
The complaint is about the landlord’s handling of: the resident’s concerns about the level of service charges; communications with the resident about the service charge accounts. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s queries about their service charges. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of repairs to the drain in their wet room. Reports of a delay in the payment of compensation from a previous complaint.
The complaint is about the landlord’s handling of damp and mould and subsequent repair works at the resident’s property.
The complaint is about the landlord’s handling of reports about a leak.
The complaint is about the landlord’s handling of: Repairs to the resident’s bathroom. Concerns about the landlord’s staff member’s conduct and communication from the landlord’s call centre. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of water ingress and mould. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of damp and mould.
The complaint is about the landlord’s handling of a gas safety inspection.
This complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The resident’s report that the landlord breached data protection regulations (GDPR) by disclosing personal information to a neighbour who was employed by it.
The complaint is about: The landlord's handling of the resident’s reports about damp and mould. The landlord's handling of the resident’s reports about an infestation of pests.
The complaint is about the landlord’s handling of repairs to a balcony. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the repairs to a fence.
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 noise from an upstairs neighbour.
The complaint is about the landlord's handling of the resident's: Reports about the condition of the windows at the start of the tenancy. Associated complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s damaged kitchen floor. The associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about parking on the estate.
This complaint is about the landlord’s handling of reports of water ingress.
The resident’s complaint is about the landlord’s handling of reports of damp and mould and subsequent repairs to the guttering, the facias, the soffits, roof, doors and window frames of the property.
The complaint is about the landlord’s handling of the residents reports of anti-social behaviour (ASB).
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Request for reimbursement for damaged items.
The complaint is about the landlord’s handling of repairs to the resident’s windows.
| 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 |