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.
This complaint is about the landlord’s: Handling of repairs to the level-access bathroom (wet room) in the resident’s property. Decision to decline the resident’s request for alterations to the wet room. Handling of the associated complaint.
The complaint is about the landlord’s handling of: Alleged anti-social behaviour (ASB). The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Water ingress, the associated damp, and damp repairs. Window repairs. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the allegations of noise by the resident’s dog.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour and noise nuisance from her neighbour. Decision to offer the resident’s neighbour an assured tenancy. Response to the resident’s concerns it had discriminated against her by granting her a starter tenancy and not an assured tenancy. …
The complaint is about: the impact of the landlord’s handling of issues on the resident’s health. the landlord’s handling of reports of roof, guttering and brickwork repairs and of the related internal repairs. We have also considered the landlord’s: record keeping. complaint handling.
The complaint is about: The level of a service charge for fire-safety. The landlord’s responses to the resident’s queries about his service charge. The landlord’s handling of the associated complaint.
REPORT COMPLAINT 202409246 Wandle Housing Association Limited 13 January 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 landlord’s handling of: Leaks to the resident’s property. Lack of lighting in the resident property. The complaint. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s concerns about damp, mould, and cavity wall insulation.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s complaint handling has also been considered.
The resident’s complaint is about the landlord’s response to his reports of roof leaks. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) by a neighbour. Repairs to the main entrance door and reports of intruders.
The complaint is about the landlord’s response to the resident’s reports of: Defective storage heaters. Damp and mould.
The complaint is about the landlord’s: Handling of repairs to the resident’s property. Handling of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The resident’s complaint is about the landlord’s management of works to address blockages in the communal drains. The Ombudsman has also considered the landlord’s associated complaint handling.
The complaint is about the landlord’s handling of the resident’s: reports of damp and mould. reports of responsive window, immersion heater, and trickle vent repairs. concerns about cleaning of communal areas. concerns about communication. associated complaint.
The complaint is about the landlord’s response to the resident’s request that it remove fallen trees from the communal gardens and replace fencing damaged by the fallen trees. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of: Reports of unauthorised alterations to the property. The resident’s concerns about staff conduct. The Ombudsman has also considered the landlord’s handling of the resident’s associated complaint.
The complaint is about the landlord’s handling of: The resident’s queries about his former rent account, and its decision to instruct a debt recovery agency. The resident’s complaint.
The complaint is about the landlord’s: Response to the resident’s request to alter her tenancy. Response to the resident’s request for a management transfer. Response to overcrowding in the resident’s property. Handling of repairs to the sink. Complaint handling.
The complaint is about the landlord's handling of: The mutual exchange. Reports of repairs. Reports of damp and mould. The associated complaint.
The complaint is about: the increase in the resident’s service charges. the landlord’s consultation before the increase in service charges. the landlord’s response to the resident’s request to be proportionally billed for specific heating use. the landlord’s communication about undercharges. The Ombudsman has also considered the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of: Roof repairs. Damp and mould. Electrical repairs.
The complaint is about the landlord’s handling of the resident’s mutual exchange. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of a pest infestation. Reports of a roof leak and the associated repairs. Requests for window repairs.
The complaint is about the landlord’s handling of the resident’s: Request for repairs to his flat. Request for repairs to the building. Reports about the upkeep of communal areas.
The complaint is about: The landlord’s handling of the resident’s reports of having no hot water and gas supply. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of: Roof repair. Complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of Japanese Knotweed impacting her use of the garden. The landlord’s response to the resident’s request for information about restrictions in using the garden, including whether she could place a shed in the garden.
The complaint is about the landlord’s handling of, and response to, the resident’s reports of anti-social behaviour (ASB), and her request for soundproofing.
The complaint is about: The landlord’s handling of the resident’s rehousing application. The landlord’s response to the resident’s reports of: Damp and mould in her property. A sewage smell entering the property. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about: The landlord's handling of the resident’s reports of damp and mould. The landlord's handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Report of water ingress and the subsequent repairs. Formal complaint.
The complaint is about the landlord’s handling of: the resident’s reports of leaks and subsequent damp and mould. the associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of repairs to the roof. Request for reimbursement following repairs to a boundary wall. Request for reimbursement following repairs to fencing. Complaint.
The complaint is about the landlord’s handling of the resident’s: reports of a roof leak and associated internal property damage; associated complaint.
The complaint is about the landlord’s: Response to concerns that the cooker was damaged during refurbishment works. Handling of a loss of heating following a gas leak. Complaint handling.
The complaint is about the landlord’s handling of the resident’s report of a water leak from balcony joints.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Request to be decanted. Formal complaint.
The complaint is about the landlord’s handling of:
The complaint is about the landlord’s handling of: Damp and mould reports. The resident’s complaint.
The complaint is about: the impact of antisocial behaviour (ASB) on the resident’s health. the landlord’s handling of the resident’s reports of ASB. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Reports of noise nuisance. Request for improved soundproofing.
The complaint is about the landlord’s handling of repairs to the windows, front door, and damp and mould in the resident’s property.
This complaint is about the landlord’s handling of: The resident’s reports of no hot water in her property. The associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about the condition of the windows in the property. We have also considered the landlord’s handling of the associated complaint.
The complaint is about: The landlord’s response to the resident’s concerns about the behaviour of operatives attending his home to complete repairs. The landlord’s complaints handling.
The complaint is about the landlord’s handling of: Repairs to a leak. Repairs to resolve damp and mould and associated repairs. Multiple decants. The resident’s request for a management transfer. The formal complaint.
The complaint is about the landlord’s handling of the resident’s: Reports about a bathroom leak. 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 |