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 required repairs, roof repair, and planned roof replacement. Request for a kitchen upgrade. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of damp and mould. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about service charges relating to the local manager service. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s gas safety inspection and the decision to cap the gas supply.
This complaint is about the landlord’s handling of the resident’s reports of problems with a shared drain and gullies.
The complaint is about the landlord’s response to the resident’s request for repairs to a fence. 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’s rehousing application. 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 handling of reports of flooding in a basement. 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 from a neighbour’s balcony, damaged brickwork, defective drains, and a leaking stack pipe. Response to the resident’s reports of leaking guttering. The Ombudsman has also considered the landlord’s handling of the complaint.
The landlord’s response to the resident’s concerns about the condition of the bedroom wall. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: Damp and mould and related repairs. The resident’s reports of personal injury cause by the presence of damp and mould. The resident’s right to buy application. The Ombudsman has also considered the landlord’s: Complaint handling. Knowledge and information management.
The complaint is about how the landlord handled the resident’s reports of damp and mould.
The complaint is about the landlord’s response to the resident’s concerns about replacement items provided after damage during a decant .
The complaint is about the resident’s report of repairs to the heating system and the associated charge.
The complaint is about how the landlord handled the resident’s reports of: A bat infestation in the loft of the property. Water damaged plasterboard across the gable end of the house from July 2022 to January 2023. Repairs of the ceilings and works to address mould during her decant from …
The complaint is about the landlord’s handling of the resident’s request for a video doorbell. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the resident’s boiler.
The complaint is about the landlord's handling of: Repairs to the property. Reports of damp and mould. The associated complaint.
The complaint is about the landlord’s handling of: Outstanding repairs. Damp and mould.
The complaint is about the landlord’s: Response to the resident’s concerns about the installation of a new heating system. Complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) including noise nuisance. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of a roof leak.
The complaint is about the landlord’s handling of the resident’s requests for adaptations to the property. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: A window repair. Damp and mould.
The complaint is about the landlord’s handling of reports of damp and mould in the property.
The complaint is about the landlord’s handling of: Repairs to a leak which caused a foul smell, damp, and mould. The formal complaint.
The complaint is about the landlord’s handling of the resident’s report that her neighbour had moved a boundary fence. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns of a draught coming through his windows. 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).
The complaint it about the landlord’s handling of the resident’s concerns about cavity wall insulation.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB) and her request for a management move. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould at the property. Response to the resident’s reports of a leaking toilet at the property. Complaint handling.
The resident’s complaint is about the landlord’s handling of: Requests for repairs to the resident’s kitchen. Concerns about the insulation at the property. The Ombudsman has also considered the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of reports of a leaking roof. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB) in relation to noise nuisance.
The complaint is about the landlord's handling of the resident’s requests for repairs to the roof.
The complaint is about how the landlord has handled the resident’s reports of noise nuisance. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about staff conduct. 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 positive air unit (PAU). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports that the heating was not functioning correctly. Associated formal complaint.
The complaint is about the landlord’s response to the resident’s reports about: Damage to a fence and trees. The associated formal complaint. Slippery concrete.
The complaint is about the landlord’s response to the resident’s: Reports of flies and odour in the property, including associated repairs. Reports of damp and mould. Request for additional electrical sockets. Concerns about council tax payments. Dissatisfaction with being allocated the property. Report of a rodent infestation.
The complaint is about the landlord’s handling of repairs for damp and mould. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to a smell in the property.
The complaint is about the landlord's handling of the resident's: Reports of damp and mould and the follow-on remedial works, including her request for the reimbursement of costs incurred. Reports of repairs, including the rear entrance door and garden gate. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould. A leak from a neighbouring property. Discrimination by a member of staff.
The complaint is about the landlord’s handling of: A replacement front door and missing security features. Reports of staff conduct issues.
The complaint is about the landlord’s: Response to the resident’s reports of noise nuisance and antisocial behaviour (ASB) from a neighbouring property. Complaint handling.
The complaint is about the landlord’s handling of cracks in the walls, including the associated repairs. The Service has considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord's handling of the resident's reports of a leak and remedial works. 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 |