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) relating to noise and leaks. Repairs to the resident’s property following leaks and reports of damp and mould. The resident’s request for a management transfer.
The complaint concerns the landlord’s handling of: The resident’s request for a breakdown of the service charges. The resident’s reports of antisocial behaviour (ASB). Concerns about subletting.
The complaint is about the landlord’s response to the resident’s reports of ongoing drainage and sewage issues. The Ombudsman has also considered the landlord’s complaint handling as part of the assessment.
The complaint is about the landlord’s response to the resident about the property condition when let and multiple outstanding repairs. The Ombudsman has also considered the landlord’s complaint handling.
The leaseholder’s complaint is about the landlord’s handling of reports of a rodent infestation and associated reports of repairs.
The complaint is about the landlord’s response to the resident’s report of mould in the property. The Ombudsman has also considered the landlord’s complaint handling as part of the assessment.
The resident’s complaint is about the landlord’s handling of repairs following water ingress at the property. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: the resident’s queries relating to service charges. the subsequent complaint.
The complaint is about the: Suitability of the property. Landlord’s handling of the resident’s reports of anti social behaviour (ASB) between March 2023 and September 2023. Landlord's handling of concerns about staff conduct. Landlord’s response to the reports about the condition of the property. Landlord’s response to the concerns raised …
The complaint is about the landlord’s handling of the resident’s reports of a leak. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord's handling of the resident’s reports that the neighbours overgrown garden had damaged her fence. The Ombudsman will also investigate the landlord's handling of the resident’s associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of a leak from the toilet. Concerns about staff conduct.
The complaint is about the landlord’s handling of: Requests to remove a parcel box. A leak and associated repairs. The resident’s complaint.
The complaint is about the landlord’s handling of reports of damp and mould and various works to the property. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Repairs to a bedroom light switch. Leaks in her home which caused damp and mould.
The complaint is about the landlord’s handling of: A valuation following a Right to Acquire application. The information it provided on its fees. The associated complaint.
The complaint is about the landlord’s handling of reports of antisocial behaviour to include reports of: The presence of rats, and large male foxes. His neighbour’s car parking and car fumes. Noise from fence panels and tarpaulins in the neighbour’s garden. The neighbour’s feeding of birds. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of a leak from the neighbouring property causing damage including damp and mould. We have also considered the landlord’s handling of the associated complaints.
The complaint is about the landlord’s: Response to the structural issues that the resident reported. Handling of the resident’s request for it to participate in a joint meeting with her MP. Consideration of the resident’s medical needs. Handling of the associated complaint.
The complaint is about the landlord’s response to damp and mould in the property. 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: Response to the resident’s report that she could not close her balcony door. Response to the resident’s report that the kitchen window had no safety catch and her son's bedroom window did not lock. Handling of the complaint. This report also considers the landlord’s …
The complaint is about the landlord’s handling of the resident’s: Right to Buy (RTB) application. Associated complaint.
The complaint is about the landlord’s: communications with the resident in relation to a managed move. communications with the resident in relation to the level of rent and council tax. decision to remove an outbuilding. handling of repairs in the property. response to the resident’s concerns about the lettable standard …
The resident has complained 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.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould and associated repairs.
The complaint is about the landlord’s handling of the resident’s: Reports of multiple leaks resulting in damage to the property. Associated complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB) including dumping of rubbish by a neighbour. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of poor cleaning, caretaking and maintenance of the property and its surrounds. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould and related window repairs. Repairs to the intercom. Reports of excessive dust in the property. The Ombudsman has also considered the landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of anti-social behaviour (ASB) reports.
The complaint is about the landlords handling of: The resident’s reports that its records incorrectly showed that her property had 3 bedrooms. A door replacement. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s complaints about: Increases in rent. The landlord’s setting of a fixed service charge. The landlord’s implementation of an unacceptable behaviour agreement. The standard of communal garden and grounds maintenance. The standard of communal cleaning. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to the communal lift. The resident’s report of repairs within her property.
The landlord’s response to the resident’s complaint about staff and contractor conduct during refurbishment works to the property, and a gas safety incident.
The complaint is about the landlord’s handling of the resident’s: Rehousing application on medical grounds. Formal complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks into the kitchen. Associated formal complaint.
The complaint is about: The landlord’s handling of the resident’s tenancy end date and his request for a refund of the credit on his rent account. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of staff conduct. The landlord’s complaint handling has also been considered.
REPORT COMPLAINT 202338776 Mid Suffolk District Council 29 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 decision to issue the resident with a Notice of Seeking Possession (NoSP) and its administration of her rent account.
The complaint is about the landlord’s response to: the resident’s reports of ASB and odours affecting the property. the resident’s request for assistance with moving to a new property.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Associated complaint.
The complaint is about: The time taken for the landlord to replace the resident’s front door. The landlord’s complaint handling.
The complaint is about the resident’s reports of: Water overflowing from the building’s roof. Poor quality repairs completed in communal areas. Damp and mould in the property. 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 leak and subsequent repairs. Request for alternative accommodation. Associated Complaint.
The complaint is about the landlord’s handling of the resident’s concerns about their privacy. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to: A loss of heating and hot water in the resident’s property. The resident’s concerns about the conduct of its officer.
The complaint is about the landlord’s: Handling of repairs following a leak. Response to the resident’s concerns raised in relation to: Her fridge-freezer. Staff conduct. Extractor fans. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of defective drainage in the resident’s garden. The landlord’s complaint handling.
The complaint is about the level of compensation awarded by the landlord relating to its handling of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
| 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 |