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 202411250 Decision type Investigation Landlord Thirteen Housing Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 18 December 2025 Background The resident moved into a 3-bed bungalow in July 2023. […]
Decision Case ID 202431874 Decision type Investigation Landlord Citizen Housing Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 12 December 2025 Background The resident has complained about damp and mould and repairs at […]
Decision Case ID 202340331 Decision type Investigation Landlord The Riverside Group Limited Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 25 November 2025 Background The resident lives in a 2-bedroom house with her husband […]
The complaint is about the landlord’s handling of the resident’s reports of a roof leak and subsequent damp and mould.
The complaint is about the landlord’s handling of repairs to a communal front door.
The resident’s complaint is about the landlord’s handling of her reports of various repairs, including leaks.
The complaint is about the landlord’s response to the resident’s concerns about the security of the main entrance door.
This complaint is about how the landlord handled works to the resident’s building, including: Cyclical works. External repairs. We have also considered how the landlord handled the resident’s complaint.
The complaint is about the landlord’s response to the resident’s concerns about a lack of hot water.
The complaints are about the landlord’s handling of the resident’s: Reports of damp and mould in her property. Request for a property transfer.
The complaint concerns the landlord’s handling of structural defects, damp and mould in the property and the resident’s request for a permanent move.
The complaint is about the landlord’s handling of repairs to the resident’s wet room and damp and mould.
The complaint is about the landlord’s handling of a sewage leak in the resident’s property and associated concerns about a temporary move. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of a leak in her property.
The resident’s complaint is about the landlord’s handling of her reports of ventilation issues and overheating inside her flat.
The leaseholder’s complaint is about the landlord’s handling of reports of a rodent infestation and associated reports of repairs.
The complaint is about the landlord’s handling of repairs and the resident’s related requests for reasonable adjustments.
The complaint is about the landlord’s management of the resident’s rent and service charge account.
The complaint is about the landlord’s handling of: The resident’s request for adaptations to her shower to provide adequate washing facilities and the subsequent installation and maintenance of a water pump. The associated complaints.
The complaint is about: The landlords response to the residents concerns about the damp and mould in her property. The landlords handling of the residents complaint.
The complaint is about the landlord’s response to: Reports of leaks to the property and the handling of repairs. Reports of damp and mould in the property. The Ombudsman has also investigated the landlord’s communication and complaint handling.
The complaint is about: The landlord’s handling of leaks at the property, including the subsequent repairs. The landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of damp and mould in the resident’s property .
The complaint is about the landlord's handling of the resident’s: reports of domestic abuse. complaint handling. This investigation will also consider the landlord’s record keeping.
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 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 regarding the landlord’s handling of reported leaks affecting the resident’s property.
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 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.
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 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: 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 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 noise nuisance. Consideration of the resident’s vulnerabilities. The report also examines the landlord’s record keeping.
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 response to: the resident’s reports of damp and mould at the property; the resident’s reports about the landlord’s complaint handling.
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 complainant’s concerns about how it terminated her tenancy. The Ombudsman has also considered the landlord’s communication and overall treatment of the complainant throughout the period of the complaint.
The complaint is about the landlord’s handling of repairs to the resident’s bathroom ceiling.
The complaint is about the landlord’s: Response to the resident’s reports of various repair issues at the property. Complaint handling.
The complaint is about the landlord’s response to the residents’ reports of drain blockages.
The complaint is about the landlord’s: Complaints handling. Response to the resident’s reports of leaks at the property and damage to belongings.
The complaint is about: The landlord’s handling of damp and mould at the property. The associated communication and complaints handling.
The complaint is about the landlord’s response to the resident’s reports of repair issues at his property including a leak, mould, and issues with the ventilation system.
| 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 |