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 request for information about the replacement of the kitchen, bathroom, plumbing and electrics in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of:
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) from the neighbour above. Concerns about staff conduct and missed appointments. Concerns about the layout of the kitchen and lack of a shower. Associated complaint.
The complaint is about the landlord’s handling of repairs to a faulty boiler.
The complaint is about the landlord’s response to the resident’s requests for replacement garden fencing.
This complaint is about the landlord’s response to: The resident’s request to be rehoused. The resident’s reports about repairs, damage to personal belongings, and household vulnerabilities. The landlord's complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of repairs to her windows. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Concerns about her rent account and payment plan. Associated complaint.
The complaint is about the landlord’s handling of: Damp and mould at the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs to a door, window, and water leak. Associated formal complaint.
This complaint is about the landlord’s response to the resident’s concerns that it had been charging her service charges, that she had not agreed to, dating back to 2011.
The complaint is about the landlord’s handling of the resident’s reports of foul smells from drains in the property.
The complaint is about the landlord’s handling of the resident’s request for CCTV footage.
The complaint is about the landlord’s response to requests for reimbursement for damaged possessions following a roof leak.
The complaint is about the landlord’s handling of the resident’s reports of a squirrel infestation.
The complaint is about the landlord’s handling of: Repairs to the resident’s bathroom. The resident’s request for a walk-in bath.
The complaint is about the landlord’s response to the resident’s: Request for a repair to her bathroom window. Reports of damp and mould. 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). Concerns about the neighbour’s CCTV. Associated complaint.
The complaint is about the landlord’s handling of a leak in the resident’s property and the associated repairs.
The complaint is about the landlord’s response to the resident’s complaint that his neighbour had cut down trees in a communal garden.
The resident’s complaint is about the level of her service charge and quality of services provided.
The complaint is about the landlord’s handling of: The resident’s queries about her service charge account. The associated complaint.
The complaint is about: The landlord’s handling of the residents’ report of a non-flushing toilet. The associated complaint handling.
The complaint is about the landlord’s handling of: An error on the resident’s tenancy agreement which impacted her mutual exchange application. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Report that a patch of land bordering the property is in poor condition, and that this has led to maintenance issues and an infestation of rats. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s enquiries about an increase in utility charges and the administration of the Energy Bill Relief Scheme (EBRS) and the Energy Bill Discount Scheme (EBDS).
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Request for permission to install CCTV. Reports of repairs. Concerns about staff conduct. Concerns about its management of her rent account. Concerns about an alleged data breach. The Ombudsman has also considered the landlord’s complaint …
The complaint is about: The landlord’s response to the resident’s concerns about staff conduct. The associated complaint handling.
The complaint is about the landlord’s handling of: Repairs to the resident’s boiler. The associated complaint.
The complaint is about the landlord’s handling of the proposed installation of broadband cabling to the property. We have also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of shower repairs.
The complaint is about the landlord’s handling of the resident’s rent account and associated arrears.
The complaint is about the landlord’s handling of the resident’s reports of: A repair to a skylight in the kitchen. A leak from the roof above the kitchen. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s queries about his service charges. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
This complaint is about the removal of the resident’s caravan.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould and the associated repairs.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) from her neighbour. Request for a management transfer. Request for a breakdown of service charges and reimbursement of her rent and expenses.
The complaint is about the landlord's handling of concerns about a gas safety check warning letter sent to the resident on 19 June 2023.
The complaint is about the landlord’s handling of the resident’s: Concerns about the maintenance of communal land. A request for a separate path.
The complaint is about the landlord’s handling of: the residents reports of repairs needed to a roof following a leak into the property, including: water ingress into the property. repairs to damage in the kitchen/lounge area. the associated complaint.
The complaint is about the landlord’s response to the resident about: A claim for a fall. Entry fobs. Staff conduct. Its complaint handling.
The complaint is about the landlord's response to the resident's reports about low boiler and water pressure in the property.
The complaint is about the landlord’s handling of: The resident’s concerns regarding the neighbour’s use of commercial vehicles and allocated car parking spaces. The complaint and level of compensation offered.
The complaint is about the landlord’s response to the resident about: Draughty windows and doors. Damp and mould.
The complaint is about the landlord’s handling of a replacement front door.
The complaint is about the landlord’s response to the resident about: Repairs for the roof, stack pipe and patio door. A lean-to. Her concerns about a loft conversion to a neighbouring property.
The complaint is about the landlord’s handling of the resident’s: Report of a leak. Associated complaint.
The complaint is about the landlord's response to the resident’s: Concerns about a reference provided to another landlord. Request to check storage heaters. Request for a housing transfer.
The complaint is about the landlord’s handling of the resident’s reports concerning the standard of workmanship and repairs to the bathroom and kitchen. The Ombudsman has also considered the landlord’s handling of the complaint and level of compensation offered.
| 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 |