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: Reports of roof leaks causing damp and mould in the resident’s property. The resident’s request for permission to install a shed in the communal gardens. The resident’s communication that her mother had died and her request for it to return the death …
The complaint is about the landlord’s handling of: The resident’s reports of lighting and electrical issues in her home. The resident’s report about the condition of the patio. A reported issue with the bathroom door following a repair to the bathroom floor. This service had also considered the landlord’s handling …
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The complaint is about the landlord's handling of the resident's reports of: Damage caused when conducting repairs, quality of works, and the landlord not completing a snagging list. Radiators not heating the property sufficiently. Repairs required to address concerns about the property’s condition. We have also investigated the landlord’s complaint …
The complaint is about the landlord’s handling of the leaseholder’s reports of: Condensation in the loft. Damp and mould. The standard of works to the communal areas. We have also considered the handling of the complaint.
The complaint is about the landlord’s handling of the resident’s query about the size of his property in 2023.
The complaint is about the landlord’s handling of the resident’s: Request to purchase the remaining shares in his property. Associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about: Anti-social behaviour (ASB). Its members of staff’s behaviour. Outstanding repairs. This Service has also considered the landlord’s handling of the complaint.
The complaint is about: The resident's reports of faulty windows resulting in damp and mould. The resident's reports of faulty bathroom and kitchen fans. The resident's reports of poor complaint handling.
The resident’s complaint is about the landlord’s handling of reports of damp and mould and subsequent repairs to the guttering, the facias, the soffits, roof, doors and window frames of the property.
The complaint is about the landlord’s handling of the resident’s concerns about: Damp and mould in his bedroom. Staff conduct. Service charges.
The complaint is about the landlord's handling of reports of damp and mould and the associated repairs.
The complaint is about the landlord’s handling of the residents reports of anti-social behaviour (ASB).
The complaint is about the resident’s concerns about the landlord’s handling of his rent account.
The complaint is about the landlord’s handling of the resident’s: reports of repairs to the flooring; associated complaint.
This complaint is about the landlord’s handling of: Electrical works and electrical inspections at the property. The associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Request for reimbursement for damaged items.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s complaint handling is also considered.
The complaint is about the landlord's response to the resident's: reports of antisocial behaviour (ASB). reports of an outstanding repair to her front door. request for a management transfer. request for reasonable adjustments. complaint.
The complaint is about the landlord’s handling of the resident’s reports of a leak. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s request for a move. The repairs to the resident’s property pending her permanent move. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks and damp and mould within the property. Concerns about a trip hazard in the communal area of the building. Request for it to repair the bedroom window and the communal door.
The complaint is about the landlord’s handling of repairs to the resident’s gas fire. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord's handling of: Repairs to a blocked pipe and associated leaks. The recording of the resident's vulnerabilities. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to gaps to doors. Porch tile repairs. The aerial not functioning. Repairs to the electric garage door and leak into the garage. Window repairs. Repairs to kitchen. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of repairs to the gutter. The resident’s complaint.
The complaint is about the landlord’s response to the resident’s: Concerns regarding access for gas safety checks (AGS). Reports of repairs, damp and mould, and a pest infestation. Concerns regarding charges for repairs. Requests for reasonable adjustments.
This complaint is about the landlord’s response to the resident’s reports of repairs to the roof and guttering, communal wall area and a side gate.
The complaint is about: The landlord’s handling of the resident’s request for a leasehold pre-sale pack, particularly: The accuracy of service charge accounts and interest on the account. A request for a full statement of account since 2012. The landlord’s handling of the resident’s request for information about major refurbishment …
The complaint is about the landlord’s handling of the resident’s request for compensation, following a missed gas safety check appointment .
The complaint is about the landlord’s handling of repairs to the resident’s windows.
The complaint is about the landlord’s handling of the resident’s reports of: The landlord charging him rent for 2 properties in 2017. Rent arrears due to the landlord’s failure to pay him compensation from a disrepair claim. Damp and mould and outstanding repairs. We have also considered the landlord’s handling …
REPORT COMPLAINT 202314858 Lambeth Council 29 April 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 resident’s reports of: Foxes living under the property. Damp and mould. Leaks. The landlord’s complaint handling is also considered.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damp, and mould. Reports of toilet repair issues. Request to be rehoused.
The complaint is about the landlord’s response to the resident’s reports of repairs required to unlevel flooring and internal openings.
The complaint is about the landlord's handling of remedial repairs to the bathroom following a leak.
The complaint is about: The landlord’s handling of reports regarding the communal lights and concerns about the associated service charges. The landlord’s decision to issue TORT notices following a fire risk assessment. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns that service charges were not aligned with her tenancy agreement. The Ombudsman has also considered the landlord’s associated complaint handling.
The complaint is about the landlord’s handling of: The repairs to the resident’s property. The resident’s complaint.
The complaint is about: The landlord’s response to the reports of flooding in her garden. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about the standard of cleaning in communal areas .
The complaint is about the landlord’s handling of the resident’s request for: A radiator to be to be installed in her porch. Fencing to the back and side of the garden. We have also considered the landlord’s handling of the associated complaints.
The complaint is about the landlord’s: Handling of the resident’s request to pay her service charge bill over an extended period. Handling of the resident's queries about the administration charge.
The complaint is about: The landlord’s response to the resident’s reports about the standard of works to her home. The landlord’s response to the resident’s reports about the conduct of contractors. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of a loss of heating and hot water.
The complaint is about the landlord’s response to the resident’s: reports of water ingress and associated damp and mould. complaint. We have also assessed the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s responsive repairs, including a paving slab to the front of the property and the rear garden fence.
The complaint is about the landlord’s response to the resident’s: Requests to replace and repair the front door. Associated complaint.
This complaint is about the landlord’s response to the resident’s concerns about the condition of the property when it was let to her.
| 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 |