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 an overgrown tree and concerns about the suitability of the tree. reports of damage caused to her car from the tree. the complaint. The resident complained to the landlord in May 2023 about damage to her car from …
The complaint is about the landlord’s handling of structural repairs to the property. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of a leak, damp, and mould in the resident’s property and the level of compensation offered to her. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about the landlord’s handling of front door repairs.
The complaint is about the landlord’s handling of the roof repair and the associated internal damage.
The complaint is about the landlord’s response to the resident’s reports of a damaged garden wall.
The complaint is about the landlord’s handling of the resident’s: Request for support using a recommended noise app. Allegations of staff misconduct. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of Reports of a leaking toilet, bathroom repairs and associated damage. Concerns about asbestos. Reports of rubbish left in the garden. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of noise from a neighbour. Associated complaint.
The complaint is about the landlord’s handling of both the resident’s reports of a leak from her bathroom, and of her complaint.
The complaint is about the landlord’s handling of the resident’s reports of the condition of the lawn. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s: Handling of boiler repairs. Complaint handling.
The complaint is about the landlord’s handling of: A gas safety check at the property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Formal complaint.
The resident’s complaint is about the landlord’s handling of external repairs which were linked to mould growth. The Ombudsman is also considering the landlord’s complaint handling.
The resident’s complaint is about the removal of personal belongings from her garage by the landlord.
The complaint is about the landlord’s handling of the resident’s: Reports of plumbing issues. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports that a carbon monoxide detector at her property had expired.
The complaint is about the landlord’s handling of reports of anti-social behaviour (ASB) after matters had been to court in August 2021. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the: resident’s concerns about a fault with her solar panels. associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports about the condition of the property. Concerns about the heating system. Requests to install a log burner. Associated complaint.
The complaint is about the landlord’s handling of a dispute between the resident and her neighbours regarding a communal garden.
The complaint is about the landlord’s handling of: The resident’s request for a driveway repair. The associated complaint.
The complaint is about the landlord’s handling of reports of antisocial behaviour (ASB).
The complaint is about the landlord’s handling of: the resident’s concerns about the landlord’s management of her personal data and the housing development. the resident’s reports of a leak. the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of disrepair in her home, including the need for a decant. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlords handling of repairs to the resident’s kitchen and roof. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A home loss payment to the resident. The resident’s rent account.
REPORT COMPLAINT 202422936 London Borough of Hounslow 10 June 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
The complaint is about:
The complaint is about the landlord’s handling of the resident’s complaint about lift issues.
The complaint is about the landlord’s handling of: Reports of a leak at the property and the subsequent damage caused. The associated complaint.
REPORT COMPLAINT 202321365 London & Quadrant Housing Trust (L&Q) 10 June 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The complaint is about the landlord’s handling of: the resident’s concerns about the replacement of her toilet flush. the associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about cold temperatures within the property. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of resident’s reports about the miscalculation of the service charge and requests for service charge account information.
The complaint is about the landlord’s handling of the resident’s reports of leaks.
The complaint is about the landlord’s handling of: Disrepair at the property. New service requests including: A report of a leak. A request for adaptations.
The complaint is about the landlord’s handling of the resident’s reports of: The condition of the property at the start of the tenancy (tenancy sign up). Repairs to the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Heating and hot water issues and a leaking pipe at the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to the communal front door. Tiling works to the front entrance of the building. The associated complaint. The Ombudsman has also investigated the landlord’s record keeping.
The complaint is about the landlord’s decision not to replace the resident’s garden fence.
REPORT COMPLAINT 202211259 Southern Housing 10 June 2025 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 residents report of a broken boiler. the residents request for repairs to be completed, including: the lounge blind. a defective fridge freezer. the communal lift. the associated complaint.
The complaint is about the landlord’s handling of repairs to the doors at the resident’s property.
The complaint is about the landlord’s response to the resident’s request for repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of a window repair.
The complaint is about the landlord’s response to the resident’s reports of issues with the drains. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports regarding the loss of her possessions. The Ombudsman has also investigated the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: Repairs to the intercom/phone system connected to the property. Repairs to the communal lighting at the property. Repairs to the communal stairs.
| 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 |