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 the resident’s reports of repairs, including: leaks into the property from the roof. damp and mould in the property. rotten and damaged windows. The Ombudsman has also considered the landlord’s: complaint handling. record keeping.
The complaint is about: The landlord’s response to the resident’s concerns about damp, mould, and water ingress. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of: A leak to her home. Lift repairs. The Housing Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) from a neighbour. Request to move. Associated complaint.
The complaint is about the landlord’s handling of reports of damp and mould in the loft affecting the bathroom and bedroom in the property.
The complaint is about the landlord’s handling of the resident’s reports of: Draughts from the windows and garden door. Condensation and damp in the property.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Request for rehousing.
The complaint is about the landlord’s handling of a roof leak. This Service has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of various repairs to the property. This Service has also considered the landlord’s knowledge and information management.
The complaint is about the landlord’s response to the resident’s: Antisocial behaviour (‘ASB’) reports. Request for a management transfer.
The complaint is about the landlord’s handling of damp and mould repairs. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint concerns the landlord’s handling of the resident’s reports of: A leak in the property. Damp and mould. This report has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of a reported carbon monoxide leak and gas safety concerns.
The complaint is about the landlord’s response to the resident’s concerns about: Leaks at her property. A rat infestation. Its handling of her decant.
The complaint is about the landlord’s: response to the resident’s reports of various repair issues at the property, including: windows; intercom; rear door; response to the resident’s concerns about parking; complaints handling.
The complaint is about the landlord's handling of: The resident’s request for data covered by General Data Protection Regulation. The resident’s reports of several repairs required and its subsequent offer of compensation.
The complaint is about the landlord’s handling of the resident’s reports of wet room repairs.
The complaint is about the landlord’s handling of: Repairs to the kitchen cupboard door and the balcony door. Request for a bathroom refurbishment.
The complaint is about the landlord’s handling of the resident’s: Request for a replacement kitchen. Complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Concerns about being recharged for a bathroom sink. Reports of damp and mould.
The complaint is about the landlord’s handling of: The resident’s request to cancel their tenancy. The associated complaint.
The complaint is about the landlord’s response to the resident’s reports of: repairs to the staircase. repairs to the windows. faulty radiators. repairs to the water mains. repairs to a kitchen extractor fan. The Ombudsman has also taken the decision to consider the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: handling of damp and other repairs in the property. repair to a blocked toilet in May 2022. administration of appointments. response to the resident’s request for compensation. response to the resident’s concerns about staff conduct.
The complaint is about the landlord’s handling of the resident’s reports about the boiler, immersion, drainage system in the bathroom, damp and mould and external rendering and the condition of the kitchen flooring. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s reports of: Repairs to the property. Damage caused by its contactors to her possessions. This investigation has also considered the landlord’s complaints handling.
The complaint is about the landlord’s response to the resident’s reports that her kitchen extractor was not working effectively.
The complaint is about: The landlord’s handling of the resident’s request for a replacement key fob. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of the resident’s: Reports of harassment and noise by a neighbour. Concerns about staff and information they had provided to a third party. Associated complaint.
The complaint is about the landlord’s handling of: Roof repairs and insulation to the resident’s property. Damp and mould in the resident’s property. The resident’s reports of concerns around the structural integrity of the building, communication and customer service. The resident’s reports of subsidence caused by tree roots. The resident’s …
The complaint is about the landlord’s handing of: The resident’s reports of damp and mould, and the associated repairs. The resident’s reports of unsafe paving. The resident’s reports of repairs to the fence posts. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s handling of: The repairs including damp and mould in the property. Designating the resident as a new tenant rather than an existing one. The increase to the resident’s rent. The resident’s request for the deduction from his deposit to be repaid. The resident’s complaint.
The complaint is about: The landlord’s response to the resident’s concerns about the administration of her rent account and the calculation of her monthly direct debit. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of the resident’s reports of: A blockage under the kitchen sink. Damp and mould in the property.
REPORT COMPLAINT 202308897 Haringey London Borough Council 23 December 2024 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 damp and mould due to disrepair. The landlord’s complaint handling will also be investigated.
The complaint is about the landlord's response to the resident's reports of a leaking roof and damp and mould. We have also considered its handling of the associated complaint.
The complaint is about: the landlord’s handling of the resident’s concerns about its planned works in her home. that she needed to be decanted. that she contracted COVID-19 from the landlord’s contractor. about staff conduct. The Ombudsman has also assessed the landlord’s: complaint handling record keeping.
The complaint is about the landlord’s handling of: Concerns raised about staff conduct. The associated complaint.
The complaint is about the landlord’s handling of: The level of rent and service charge. Communication about the rent and service charge. Concerns about the heating system and the resident’s property temperature. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of a leak in the shower room. The landlord’s handling of the resident’s concerns about the roof and loft spaces. The landlord’s handling of the resident’s concerns about the condition of the exterior walls. The landlord’s handling of the …
The complaint is about: The landlord’s handling of the resident’s concerns about housing points she had been awarded and the property bidding process. The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from her neighbour The landlord’s handling of the resident’s reports of a leak from the flat …
The complaint is about: The landlord’s handling of the resident’s reports of excessive heat in the property. The landlord’s handling of the resident’s reports of fluctuations in the water pressure. The landlord’s handling of the resident’s reports of noise nuisance. The landlord’s handling of the resident’s reports of a leak …
The complaint is about the landlord’s handling of the resident’s reports of problems with the cold-water supply. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports about: Windows and insulation. Damp and mould.
The complaint is about the landlord’s handling of: The resident’s reports that her boiler was faulty, including a period when it would not switch off. The resident’s rehousing application. The associated complaints.
The resident’s complaint is about the landlord’s: Response in relation to damp and mould; Response in relation to tree works; Response in relation to fencing works; Handling of the complaints process.
The complaint is about the landlord’s response to the resident about: A pest infestation. Works being done to the flat below without notice. His concerns that problems with the property cause him health issues.
The complaint is about the landlord’s handling of the resident’s request to move. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of the cleanliness and condition of the communal areas. The landlord’s complaints handling has also been considered.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damp and mould and a subsequent pest infestation. Associated complaint.
| 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 |