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 landlord’s handling of, and communication about, various repairs in the property. The landlord’s response to the resident’s reports of a mouse infestation. This service has also considered the landlord’s: Complaint handling. Record keeping.
This complaint is about the landlord’s handling of: Reports of water ingress into the property causing damp and mould. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of anti social behaviour (ASB). The associated complaint.
The complaint is about: The landlord’s handling of the ASB reports. The landlord’s handling of the resident’s complaint.
REPORT COMPLAINT 202214593 North Tyneside Council 01 September 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to the stairs. Repairs to the bathroom flooring. Repairs to the living room ceiling. The associated complaints.
The complaint is about the landlord’s response to the resident’s: request to install fencing around the boundary of her front garden. reasonable adjustment request to increase the height of the fencing around the boundary of her front garden.
The complaint is about the landlord’s: Handling of repairs at the property. Response to the resident’s reports of damp and mould at the property. Complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould. The landlord’s handling of repairs required to the front door. The landlord’s complaint handling. The landlord’s record keeping.
The complaint is regarding the landlord’s handling of reported leaks affecting the resident’s property.
The complaint is about the landlord’s handling of repairs to the resident’s bedroom window. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202212441 Harlow District Council 9 August 2023 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 […]
The complaint relates to: The landlord’s management of the resident’s antisocial behaviour (ASB) complaints. The landlord’s management of the resident’s complaint.
The complaint is about the landlord’s: Handling of damp at the property. Complaint handling. The landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s requests for repairs to be completed. The Ombudsman has also considered the landlords complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) and noise nuisance. The associated complaint.
This complaint is about the landlord’s handling of repairs following a leak from a neighbouring flat.
The complaint is about the landlord’s handling of the resident’s concerns about staff conduct.
The complaint is about:
The complaint is about the landlord’s handling of: the resident’s window repairs; the associated complaint.
This complaint is about the landlord’s handling of: repairs in the resident’s bathroom, and; the associated complaint.
The complaint is about: The landlord’s handling of reports of damp and mould at the property. The landlord’s complaint management.
The complaint is about the landlord’s:
The complaint is about: The landlord’s handling of repairs and upgrades at the resident’s property. This Service has also considered the landlord’s complaint handling approaches.
The complaint is about the landlord’s decision not to investigate its handling of the resident’s repairs earlier than 2021, and the subsequent compensation at the time of its final response.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould in the bathroom caused by a reoccurring leak from the property above. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s response to the residents reports of damp and mould. The Ombudsman has also considered the landlords complaint handling.
The complaint is about: The landlord’s response to the resident’s reports about damp and mould in the property. The landlord’s handling of the complaint.
The complaint is about the landlord’s: handling of the resident’s reports of leaks into her property from the communal roof and the resulting internal damage. handling of the complaint.
The complaint is about the landlord’s response to the reports of a leak into the resident’s property and its handling of the associated repairs.
The complaint is about the landlord’s response to the resident’s reports of damp and mould in the property.
The complaint concerns the landlord’s handling of: The resident’s reports of no heating and hot water. The related complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of recurring leaks at her previous home. Move to another home due to disrepair issues. Complaints.
This complaint is about the landlord’s handling of: Repairs to the resident’s windows, the insulation of the loft and kitchen repairs. The associated complaint.
The complaint is about the landlord’s handling of repairs to the level access shower and the level of compensation offered.
REPORT COMPLAINT 202121344 Lambeth Council 11 May 2023 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 noise nuisance. Consideration of the resident’s vulnerabilities. The report also examines the landlord’s record keeping.
The complaint is about the landlord’s: Response to reports concerning repairs to a leaking pipe and subsequent damp and mould. Record keeping. Complaint handling.
The complaint is about the landlord’s response to the leaseholder’s reports of an ongoing leak from the roof.
The complaint is about the landlord’s handling of damp and mould within the property and associated works.
The complaint is about the landlord’s response to the resident’s reports of repairs at her property and her concerns regarding related service charges and the length of time scaffolding was in place. The Ombudsman will also consider the landlord’s complaint handling.
The complaint is about the landlord’s handling of: the resident’s reports of issues with her hot water supply; the resident’s complaint.
The complaint is about the landlord’s handling of repairs to: A leaking heating system at the property. The presence of damp and mould at the property. This Service has also considered the associated complaint handling.
The complaint is about: The landlord’s handling of reports of a leak, damp and mould relating to the resident’s permanent and decant property. The landlord’s handling of a decant. Complaint handling and the resident’s request for compensation. The Ombudsman has also taken into account the landlord’s consideration of the resident’s …
The complaint is about the landlord’s handling of the resident’s complaint concerning its actions following a flood at his property, and the condition of his ceiling.
The complaint is about the landlord’s response to: the resident’s reports of damp and mould at the property; the resident’s reports about the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s reports of: Anti-social Behaviour/Noise nuisance (ASB) by their neighbours in the flat above. Leaks into their property from the flat above. Damp and mould in the property.
The complaint is about the landlord’s handling of the resident’s reports that her heating was turning itself on and could not be switched off.
The complaint is about the landlord's response to the resident’s reports of an ongoing roof leak.
| 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 |