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 antisocial behaviour (ASB) from her neighbours. Request for a management move. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about: The landlord’s handling of the resident’s concerns regarding a leak affecting the communal area and the associated repairs. The landlord’s response to the resident’s reports that the bin store was not secure and this was leading to fly tipping and security issues, including unauthorised entry. The …
The complaint is about: The landlord's handling of the resident's concerns about the condition of the property when let. The landlord's handling of the resident's reports of damage to her washing machine. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of multiple repairs to his home.
The complaint is about the landlord’s: Response to the resident’s queries about her rent account and service charge. Complaint handling.
The complaint is about: The landlord’s provision of ground maintenance and cleaning, for which the resident pays a service charge. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports that construction on the estate was disturbing him and damaging his property. Reports of defects. Associated complaint.
The complaint is about the landlord’s: Handling of reports of noise transference from the property above. Complaint handling.
The complaint is about the landlord’s: Decision to take legal proceedings to gain possession of the resident’s home. Handling of concerns raised about staff conduct. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of subsidence reports.
The complaint is about the landlord’s handling of reports of a leak. The Ombudsman has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s response to: The resident’s request to be moved from the property. The resident’s reports of odour in the property, damp and mould, and the ceiling flaking.
The complaint is about the landlord’s handling of leaks, damp and mould. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of a burst stack pipe. Request for reimbursement for replacement carpet. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s response to the resident’s concerns about staff behaviour. The landlord’s complaint handling is also considered.
The complaint is about the landlord’s handling of the resident’s concerns about items left in the communal hallway. 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 and a request to repair damage caused by the leaks.
The complaint is about: The landlord’s handling of the resident’s request for a management move or a decant following his reports of a leaking soil pipe in the property. The landlord’s response to a letter from the resident’s specialist nurse regarding the condition of the property. The landlord’s handling of …
The complaint is about: The landlord’s handling of the repairs to the resident’s front door and the replacement of the door. The landlord’s response to the resident’s request for reimbursement of the rent and energy bills for the period he was not occupying the property. The landlord’s handling of the …
The complaint is about the landlord’s handling of repairs at the property.
The complaint is about the landlord’s handling of the resident’s: Reports about communal lighting. Reports of leaks, damp and mould, and associated repairs. Reports of a pest infestation. Complaint.
The complaint is about the landlord’s handling of: A loss of heating and hot water. Lift repairs. The resident’s concerns that his front door was not secure. Repairs to the toilet. Repairs to the bathroom. Discretionary repairs. This report also considers the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s concerns regarding the removal of ivy and fencing work.
The complaint is about the landlord’s response to the resident’s concerns in relation to changing the communal door lock.
The complaint is about: The landlord’s handling of the resident’s requests for a second succession of the tenancy. The landlord’s handling of the resident’s reports that the garden was for his sole use. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s handling of: reimbursement payments to the resident for running costs associated with its dehumidifier. a damp and mould survey at the property. The Ombudsman will also assess the landlord’s complaint handling.
The complaint is about the landlord’s handling of a property transfer offer.
The complaint is about the landlord’s: Handling of a payment from an insurance claim in 2023. Response to repair issues raised after 21 June 2024, including: The resident’s request for a temporary decant in September 2024. Reports of rotten windows. The communal area smelling of sewage. The communal area having …
The complaint is about the landlord’s handling of service charge queries. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of: Leaks in the carpark. Leaks on the balcony. The Ombudsman has also considered the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s handling of the resident’s concerns about the boiler, including her request that it be replaced.
The complaint is about the landlord’s handling of damp and mould repairs at the property. The Ombudsman has also looked at the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The resident’s request for a permanent decant. Arranging a quotation appointment with its contractor. The associated complaint.
The complaint is about the landlord’s handling of issues with the lifts in the building. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of a roof leak into the loft. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of noise nuisance and antisocial behaviour (ASB).
The complaint is about the landlord’s handling of: Repairs to the building which caused water ingress to the resident’s property in 2023. Repairs to the building which caused water ingress to the resident’s property in 2024.
The complaint is about the landlords handling of repairs to plasterwork in the property. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of: Repairs in the resident’s property and handling of her request for a decant. Damp and mould in the resident’s property. The complaint.
The complaint is about the resident’s concerns regarding information she was provided about the need for an external wall system inspection (EWS1) form.
The complaint is about the landlord’s communication on rent increases and rent arrears. The Ombudsman is also investigating the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of reports of a leak from the above property, and the associated repairs. The Ombudsman has also considered the landlord’s: Complaint handling. Record Keeping
The complaint is about the landlord’s handling of reports of antisocial behaviour (ASB) about the resident’s neighbour. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns that the central heating system was defective, which had caused high bills. Complaint handling.
The complaint is about the landlord’s handling of leaks between February and June 2023. We have also investigated the landlord’s complaint handling.
The complaint is about: The landlord’s response to reports of damp and mould. The associated complaint handling. The Ombudsman has also considered the landlord’s record keeping.
This complaint is about the landlord’s handling of: The resident's reports that scaffolding, window design and inadequate radiators caused ventilation and heating problems and contributed to mould. The resident's health and safety concerns in returning to her property from temporary accommodation. The resident’s concerns that exposure to dust on items …
The complaint is about: The landlord’s handling of a leak. The landlord’s handling of damp and mould. The landlord’s offer of compensation. The Ombudsman has also considered the landlords complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about a neighbour’s dog.
The complaint is about the landlord’s handling of: The resident’s request under the Freedom of Information Act 2000. The resident’s reports of leaks, damp, and mould in the property. The landlord’s complaint handling has also been considered.
| 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 |