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: A leak affecting the resident’s property including the repairs and the level of compensation. Asbestos in the property including the level of compensation.
The complaint is about the landlord's handling of: The resident’s reports about anti-social behaviour (ASB). Repairs to the communal areas of the building. Repairs within the resident’s property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the information provided to the resident by the landlord regarding service charges.
The complaint is about the landlord’s handling of the resident’s concerns about its administration of his service charge account. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Request for carpet in the communal area. Reports of antisocial behaviour (ASB), specifically noise nuisance. The Ombudsman has also considered the landlord’s handling of the ASB complaint.
The complaint is about the landlord’s handling of the resident’s: Concerns about communal cleaning and grounds maintenance of the block, including a subsequent mice infestation. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp, mould, and the associated repairs. 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 in the property. Damp and mould, and the associated repairs. Damage to flooring during remedial works. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s: Handling of the resident’s concerns about communal cleaning. Handling of the initial one-off cleaning cost. Complaints handling.
The complaint is about: The landlord’s handling of the resident’s request for a dedicated car parking space. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of repairs to the communal front door of the resident’s building.
The complaint is about the landlord’s: Handling of the resident’s concerns about communal cleaning. Handling of the initial one-off cleaning cost. Complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of a neighbour’s security lights shining into her property, and antisocial behaviour (ASB) by this neighbour. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: reports of leaks, damp, and mould in the communal hallway; associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of repairs in her property. The resident’s reports of a data breach. Changes to the energy billing system and to the energy supplier.
The complaint is about the landlord's response to the resident’s concerns about a section 20 consultation, and management of the block.
The complaint concerns the landlord’s response to the resident’s report of an unsafe electricity meter in the outhouse due to damp and mould.
The complaint is about the landlord’s handling of a guttering repair. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports about their neighbour’s CCTV cameras. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to: Privacy concerns related to the boundary of the garden. The resident’s reports of repairs to the garden fence. The resident’s request to move gas pipework. The resident’s reports of a pest control issue. The Ombudsman has also taken the decision to consider …
The complaint is about the landlord’s handling of its request for the removal of items in the communal garden.
The complaint is about the landlord’s response to the resident’s request for compensation due to failings in its handling of her mould reports.
The complaint is about the landlord’s response to the resident’s: Request for information about the grounds maintenance contract. Request for information about a service charge increase. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of repairs to: The wet room Shower. Drainage. The heating/boiler. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of antisocial behaviour (ASB). Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of an overgrown embankment impacting her garden.
The complaint is about the disposal of the resident’s belongings, following an eviction. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of repairs to gutters, boiler, and radiators. Response to concerns about the conduct of contractors. Response to a request for a refund.
The complaint is about the landlord’s: Handling of repairs to the property’s front door. Complaint handling.
The complaint is regarding the landlord’s handling of the resident’s requests for it to install CCTV.
The complaint is about the landlord’s response to the resident’s reports about the loss of hot water.
The complaint is about the landlord’s response to the resident’s concerns about the property condition.
The complaint is about the landlord’s handling of the resident’s: Concerns over car parking outside her house. Concerns about a potential data breach. Associated complaint.
The complaint is about the landlord’s response to the resident’s request for replacement doors. The Ombudsman has also considered the landlord’s: complaint handling. record keeping.
REPORT COMPLAINT 202332670 Hammersmith and Fulham Council 26 February 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 response to the resident’s: Report of damp and mould within her property. Concerns about an accumulation of pigeon faeces in her loft.
The complaint is about the landlord’s response to the resident’s concerns about recurring leaks into the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s decision not to apply for possession of a property on the estate where the resident lives. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the leaseholder’s reports of: External cracks appearing at the property. Repairs to the bin store gate. Safety issues with the ground in the car park area. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of repairs to the front door of the property. Request for a grab rail. Request for help with his overgrown garden. Reports of a bathroom leak. Request for a different entry point into the property. Concern about delays in …
The complaint is about the landlord’s handling of: reports of antisocial behaviour (ASB). reports that a neighbour sublet their property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about: The offer of a property. The condition of the property when let. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s reports of 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: Repairs to communal areas. Repairs to the property. The resident’s reports of the bin area not being kept clean and tidy. The resident’s reports of damp and mould. The replacement of the boiler and radiators and installation of a stopcock. The resident’s …
The complaint is about the landlord’s handling of: The resident’s service charge information and services dispute. The resident’s complaint. There was service failure in the landlord’s handling of the resident’s complaint as the landlord: Did not accept the resident’s email of 16 May 2022 as a complaint, despite the resident …
The complaint is about the landlord’s decision to restrict the resident’s heating and hot water.
The complaint is about: The landlord’s handling of the resident’s reports that the landlord did not return some of his phone calls and used withheld phone numbers when it did phone him. The landlord’s handling of the associated complaints.
The complaint is about: The landlord’s response to the resident’s report that he received a neighbour’s gas safety appointment letter in error. The landlord’s handling of the associated complaints.
The complaint is about:
| 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 |