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 concerns the landlord’s handling of: The resident’s reporting of anti-social behaviour. The resident’s request for a property move. This report has also considered: The landlord’s complaints handling. The landlord’s record keeping.
REPORT COMPLAINT 202219308 Lambeth Council 27 October 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: A roof leak and the associated repair works. The associated complaint.
The complaint is regarding the landlord’s handling of: The resident’s reports of leaks into his property and resultant damage. A decant application. This investigation has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s complaint about excessive noise caused by works to the lift and boiler within the building.
This complaint is about: The landlord’s handling of damp and mould problems in parts of the resident’s home. The landlord’s contractors not taking covid precautions.
REPORT COMPLAINT 202229060 Onward Homes Limited 27 October 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. […]
The complaint is about the landlord’s handling of the resident’s: Reports of repairs required in the property including cold floors, cold walls and issues of damp and mould. Report concerning flooring coverings and that the landlord had fitted non-matching tiles in the kitchen in 2018 that the resident was not …
The resident’s complaint is about the landlord’s handling of:
The complaint is about the landlord’s:
The complaint is about the landlord’s handling of the resident’s concerns regarding: the condition of the property when let. gas safety. complaint handling.
The complaint is about the landlords handling of the resident’s: Reports of damp and mould. Associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of repairs required at the former property. The landlord’s management of the rent account. Response to the resident's reports of issues encountered during the removal of her items from the former property. Handling of outstanding repairs at the current …
The complaint is about: The landlord's response to the resident’s reports of domestic abuse and anti-social behaviour (ASB). The landlord's response to the resident’s request to be rehoused.
The complaint is about the landlord’s response to the resident’s reports of: damp and mould. leaks from the property above. an overgrown tree.
The complaint is about the landlord’s response to the resident’s reports about requiring repair works at the property. As part of this investigation, the Ombudsman has also considered the landlord’s complaint handling. As part of this investigation, the Ombudsman has also considered the landlord’s recordkeeping.
The complaint is about the landlord’s handling of: The resident’s reports of repairs and information the landlord provided from the start of the tenancy. The associated complaint.
The complaint is about: The landlord's handling of proposed actions from multi agency meeting to address reported antisocial behaviour. The landlord’s handling of the resident’s complaint.
This is about how the landlord handled: A repair required to the property soil stack. The resident’s reports about the landlord’s contractor. The resident’s reports about the cleaning contractor. The associated complaint. Record keeping.
The complaint is regarding the landlord’s: Handling of the resident’s reports of a water leak and subsequent repairs. Complaints handling.
The complaint is about: The landlord’s handling of the resident’s anti-social behaviour (ASB) reports. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s concerns about how the viewing for her property was arranged. The resident’s concerns about the condition of her windows and French doors and her request to the landlord to have these repaired or replaced .
The complaint is about: the landlord’s handling of reports of damp and mould in the property. the landlord’s response to a request for temporary rehousing during works. This investigation has also considered the landlord’s complaint handling including the landlord’s response to a request for compensation.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in her property. Rehousing application. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s:
The complaint is about: The landlord’s handling of the resident’s reports of a water leak into the property and the maintenance of the roof. The landlord’s complaint handling.
The complaint is about the landlord’s response to: The resident’s request to be rehoused. The resident’s request for tree pruning. The resident’s reports of repairs required to a wall. The resident’s reports of antisocial behaviour (ASB). This report also looks at the landlord’s handling and management of the resident’s complaints.
The complaint is about the landlord’s: response to the resident’s concerns about multiple property moves prior to her latest move; response to the resident’s concerns about the conduct of her previous housing officer; response to the resident’s concerns about incorrect information being supplied about the number of bedrooms in her …
The complaint is about the landlord's handling of the resident's reports regarding: Damp, mould and ongoing leaks. The resident's request to be permanently re-housed.
The complaint is about the landlord’s handling of the resident’s reports of: Antisocial behaviour. Noise from the neighbour’s toilet. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s: handling of the mutual exchange process; response to the resident’s reports that her boiler was not working properly; response to various reports of outstanding repairs at the property; decision not to replace the kitchen in the property; handling of the complaint including the level …
The complaint is about the landlord’s: response to the resident’s reports of antisocial behaviour (ASB), response to the resident’s request to be moved, complaints handling.
The complaint is about the landlord’s: Response to the resident's reports of damp and mould at the property. The Ombudsman has also considered the landlord’s complaints handling. The Ombudsman has also considered the landlord’s knowledge and information management.
The complaint is about the landlord’s response to: The resident’s reports of mice in the property. The resident’s reports of damp and mould. This report has also considered the landlord’s knowledge and information management as well as its handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s repair and subsequent compensation offered by the landlord. The Ombudsman assessed the landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Handling of repairs to the resident’s property. Complaint handling.
The complaint is about the landlord’s handling of repairs to the resident’s heating and hot water systems. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of leaks and associated repairs, damp and mould. Handling of the resident’s decant. Complaint handling.
The complaint is about the landlord’s handling of: Repairs to the property. The associated formal complaint.
REPORT COMPLAINT 202126515 Croydon Churches Housing Association Limited 23 October 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 resident’s complaint is regarding the landlord’s: response to the resident’s concerns about the condition of the garden. complaints handling.
The complaint is about the landlord’s handling of the resident’s reports about: its contractor’s conduct. repairs to her boiler and radiators. repairs to her kitchen and bathroom. Repairs to her toilet. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of: Works to damp and mould in the property. The associated formal complaint.
The complaint is about the landlord’s: Handling of repairs to a leak into the kitchen. Response to the resident’s request for a transfer and reports of noise from neighbours. The Ombudsman has also considered the landlord’s: Handling of the complaint. Record keeping.
The complaint is about the landlord’s: Response to the resident’s request to attend an appeal hearing with a representative. Response to the resident’s queries about a contact arrangement and request for reasonable adjustments. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of several repair issues in the property.
The complaint is about the landlord’s handling and management of reports of antisocial behaviour, threats and nuisance including the posting of notes by a neighbour. This report also looks at the landlord’s handling of the resident’s complaints.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Response to the resident’s concerns about staff conduct. Handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The complaint is about the landlord’s handling of the resident’s: request for information about the actual service charges for 2020-21; concerns about the amount he was being charged for services, and the consultation process for non-essential services; 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 |