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 level of service charges and the resident’s liability to pay them. The landlord’s communication with the resident concerning the service charges. The landlord’s handling of the resident’s concerns about the quality of works. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the replacement of the windows at the resident’s 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 a leak and damp and mould. The resident’s reports of antisocial behaviour (ASB). The associated complaint.
The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour. complaint handling.
The complaint is about the landlord's handling of: Reports that the resident’s bath was damaged and needed to be replaced. Reports of problems with the drainage of the external gully. Reports of a faulty bathroom extractor fan. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of repairs as a result of a roof leak.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of issues with his boiler. Associated formal complaint.
The complaint is about the landlord’s handling of: Noise reports made by the resident’s neighbour. Information relating to the resident’s son living at the property. The resident’s concerns that the landlord has discriminated against her son. We have also considered the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Associated complaint.
The complaint is about the landlord’s: Handling of a chargeable repair to the property’s toilet. Response to the resident’s concerns about various other issues. 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) concerning her neighbour below.
The complaint is about the landlord’s handling of the resident’s reports of a gutter leak.
The complaint is about the landlord’s handling of: Reports of a gas leak. Pest control and a contaminated water tank. Repairs to the roof and electrical wiring. The formal complaint.
The complaint is about the landlord’s response to the resident’s reports of: poor staff conduct anti-social behaviour (ASB)
The complaint is about the landlord’s handling of the resident’s reports of bedbugs in the property.
The complaint is about the landlord's response to the resident's reports about problems with the electrics in her home.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: Damp and mould in the resident’s property; The associated complaint.
The complaint is about the landlord’s handling of the resident’s request for a new kitchen.
The complaint is about the landlord’s handling of reports of antisocial behaviour (ASB). The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about fire safety inspections at his property.
The complaint is about the landlord's handling of the resident’s reports of a boiler leak and associated repairs.
The resident’s complaint is about the landlord’s handling of: Heating repairs. Flooring repairs. The associated complaint.
The complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB). the resident’s personal data. the associated complaint.
The complaint is about the landlord’s handling of the resident’s agreed reasonable adjustment relating to its staff accessing his property.
The complaint is about the landlord’s response to the resident’s concerns about: The safety of the building. Its offer to buy back the property.
The complaint is about the landlord’s handling of the resident’s: Responsive repairs. Associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of no heating and hot water. Associated complaint.
The complaint is about the landlord’s handling of: The resident’s concerns about estate inspections, the local office and caretaking. A staff member contacting the resident’s GP without his consent.
The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB) in his apartment block and the security of the communal entry door. the associated complaint.
The complaint is about the landlord’s handling of repairs to the plasterwork and doorframes of the property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s service charge queries. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: Works to install a replacement kitchen. The associated complaint.
The complaint is about the landlord’s handling of repairs to the resident’s front door.
The complaint is about the landlord’s handling of: reports of damp and mould in the property and the associated repairs. reports of damage to the resident’s personal belongings. the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of antisocial behaviour (ASB). 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 roof leak and subsequent damp and mould. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident's: Reports of damp and mould. Concerns about the communal area. We have also considered the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s response to the resident’s: Reports of repairs to the shower, and a lack of hot water. Query about the removal of the previous tenant’s furniture. Query about council tax. Concern about its handling of matters at the start of his tenancy in May 2020.
The complaint is about the landlord’s handling of: Reports that the communal lighting in the car park and grassed areas was not working; The associated complaint.
The complaint is about the landlord’s: Handling of repairs to the resident’s bathroom. Response to reports of drainage issues causing damp and mould at the property. Complaint handling.
The complaint is about the landlord’s handling of: The resident's request for hot water and heating repairs. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of an emergency repair to the front door lock.
The complaint is about the landlord’s handling of the resident’s reports of: Noise and pigeon nuisance. A back surge of sewage in his bathroom. Black mould in the bedrooms of his property. We have also investigated the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s reports about damage to the resident’s possessions. The landlord’s handling of the resident’s reports about damp and mould at the property.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s anti-social behaviour (ASB) reports.
The complaint is about the landlord’s handling of the resident’s reports of pest infestation.
| 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 |