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 202405683 Decision type Investigation Landlord London Borough of Hackney Landlord type Local Authority / ALMO or TMO Occupancy Leaseholder Date 11 November 2025 Background The resident is a leaseholder of a […]
Decision Case ID 202501855 Decision type Investigation Landlord Haringey London Borough Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 7 November 2025 Background The resident’s ground floor flat, owned […]
Decision Case ID 202320682 Decision type Investigation Landlord London Borough of Enfield Landlord type Local Authority / ALMO or TMO Occupancy Leaseholder Date 30 October 2025 Background At the time of the complaint […]
Decision Case ID 202403515 Decision type Investigation Landlord London Borough of Croydon Landlord type Local Authority Occupancy Secure Tenancy Date 28 October 2025 Background The resident lives in a house. The resident reported to […]
Decision Case ID 202316938 Decision type Investigation Landlord Royal Borough Of Greenwich Landlord type Local Authority / ALMO or TMO Occupancy Leaseholder Date 23 October 2025 Background The resident was a shared ownership leaseholder […]
The complaint is about the landlord’s handling of the resident’s request for compensation following a leak. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of outstanding repairs, damp and mould, and staff conduct.
The resident’s complaint is about the landlord’s handling of boiler repairs.
The complaint is about the amount of compensation the landlord offered the resident.
The complaint is about the landlord’s response to the resident’s concerns about water charges within their rent.
The complaint is about the landlord’s handling of energy efficiency works at the resident’s property.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB), by a neighbour between August 2024 and November 2024.
The resident’s complaint is about the landlord’s handling of his requests to replace his windows.
The complaint is about the landlord’s response to the resident’s reports about a water tank, a hot water cylinder, and pipework lagging, and its compensation for these.
The complaint is about the landlord’s handling of the resident’s reports of: Her personal belongings being lost whilst being transferred into temporary accommodation. Damp and mould within the property. Drainage issues in the kitchen. A boiler repair and being without heating and hot water at the property.
The complaint is about the landlord’s handling of damp and mould at the resident’s property.
REPORT COMPLAINT 202420997 London Borough of Newham 28 July 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 damp, mould, and the subsequent repairs in the property.
The complaint is about the landlord’s: Communication regarding the resident’s alleged non-payment of service charges. Handling of the complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s window. The complaint. The landlord operates a 2 stage complaints process. Its policy says it will provide a stage 1 response within 10 working days, and a stage 2 response within 20 working day. The landlord’s compensation policy …
The complaint is about the landlord’s handling of the resident’s: Request for the landlord to fit bifold doors in the property’s bathroom. Request for bathroom adaptation works. Reports of multiple outstanding repairs to the property when the resident moved in.
The complaint is about the landlord’s handling of: The resident’s report of a leak and the associated repairs in the property. The complaint. In its stage 1 acknowledgement the landlord informed the resident that it would usually take 10 days to respond. The landlord provided its stage 1 response 60 …
The complaint is about the landlord’s handling of a repair to a communal soil pipe serving the resident’s property.
The complaint is about the landlord’s handling of the resident’s request for permission to store and charge a mobility scooter.
The complaint is about the landlord's handling of the resident's reports of rodent infestation.
The complaint is about the landlord’s handling of the resident’s reports of repairs to an internal wall and the plastering.
The resident’s complaint is about the landlord’s handling of external repairs which were linked to mould growth. The Ombudsman is also considering the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of recurring leaks into her property and the damage caused.
The complaint is about the landlord’s handling of the resident’s reports of leaks, damp and mould and the associated repairs.
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 response to the resident’s reports regarding the maintenance of shrubs and a wall at the side of his property.
The resident’s complaint is about the landlord’s handling of a replacement electric fire.
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 handling of repairs to the resident’s boiler and heating system.
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 a gas safety inspection.
The complaint is about the landlord’s handling of repairs to the resident’s windows.
The complaint is about the landlord’s handling of the resident’s concerns about the standard of cleaning in communal areas .
The complaint is about the landlord’s handling of the resident’s reports of no heating and hot water.
This complaint is about the landlord’s handling of: An appointment to inspect the disability adaptations in the resident’s home. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports about damp and mould in the property.
The complaint is about the landlord’s handling of the resident’s reports of a roof leak and subsequent repair issues.
The complaint is about the landlords handling of repairs to plasterwork in the property. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of: repairs related to damp and mould. the resident’s request for heating in her WC.
The complaint is about the landlord’s handling of repairs to the resident’s boiler.
The complaint is about the landlord's handling of the resident’s requests for repairs to the roof.
The complaint is about the landlord’s response to the resident’s reports of damp and mould.
| 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 |