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 202333027 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 19 November 2025 Background The resident was permanently rehoused in September 2025. The […]
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 202445695 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Assured Tenancy Date 28 October 2025 Background The resident lives with her young son in a 2-bedroom […]
Decision Case ID 202333178 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Leaseholder Date 27 October 2025 Background The resident has been a leaseholder of a 3rd floor […]
This complaint is about the landlord’s handling of repairs related to replastering and a leak from the toilet. We have also investigated the landlord’s complaint handling.
This complaint is about the landlord’s handling of repairs to the extractor fan and its response to the resident’s additional concerns. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to reports about repair issues at the property.
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 response to a break-in at the resident’s property.
The complaint is about the landlord's handling of reports of damp and mould.
The complaint is about:
The complaint is about the landlord’s handling of: Gas repair work required at the property. The resident’s associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of outstanding repairs, damp and mould, and staff conduct.
The complaint is about the landlord’s handling of the resident’s reports of repairs to the communal entrance door.
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 application to be moved to alternative accommodation. The landlord’s handling of the complaint has also been considered.
The complaint is about the landlord’s handling of the resident’s: Concerns about the communal lighting. Associated complaint.
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 the resident’s: Reports of outstanding repairs to the bedroom. Associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about the heat supply charges for the property. This investigation has also considered the landlord’s handling of the associated formal complaint.
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 repairs to the resident’s windows. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s report of a roof leak.
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 request for CCTV footage. installation of external lighting. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damp and mould and the associated repairs. Associated complaint.
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 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 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 communication about a kitchen replacement. The Ombudsman has also investigated the landlord’s complaint handling.
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 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 handling of repairs to the resident’s boiler and heating system.
The complaint is about the landlord’s handling of the resident’s: Reports of a roof leak. Associated complaint.
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: 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 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 |