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 damaged flooring and inadequate ventilation. The landlord’s response to a damaged boiler pressure tank. The landlord’s handling of a report of carbon monoxide poisoning. The complaint associated with the carbon monoxide poisoning.
The complaint concerns the level of compensation offered by the landlord following a leak into the leaseholder’s property from the property above.
The complaint is about the landlord’s management and handling of: Repairs to address a roof leak and damp and mould in the property. The resident’s request for window reglazing in the property. Requests to reposition the gas meter due to concerns about heating costs. The resident’s request for information about …
The complaint is about the landlord’s: Response to the resident’s reports about repairs and the condition of the property at the start of the tenancy; Handling of the resident's vulnerabilities; Response to staff conduct concerns in relation to information given to the resident; Complaint handling.
The landlord’s handling of: The resident’s report of a leak at the property. The resident’s reports of window disrepair. The resident’s report of issues with her electric heaters. The resident’s report of noise transfer. The associated complaint.
The complaint is about the landlord’s response to a report of a broken fence. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s concerns regarding remedial works to the cladding of her building and the associated communication.
The complaint is about: The landlord’s handling of antisocial behaviour (ASB) reports. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s reports of repairs and associated damp and mould.
The complaint is about: The landlord’s handling of the damp and mould reports. The landlord’s handling of the decant process. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord's decision to use part of a communal car park as a storage and welfare area for its contractor.
The complaint is about the landlord’s handling of: the resident’s reports of damp and mould and the associated repairs; the adaptations to the resident’s property; the resident’s decant request; the resident’s complaint, including the level of compensation offered.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Response to missed and cancelled appointments. Knowledge and information management. Complaints handling.
The complaint is about the landlord’s handling of: Reports of anti-social behaviour involving the resident’s neighbour including noise nuisance, smell from the neighbour’s property and the storing of bulky items and household waste in the garden. The resident’s neighbour accusing the resident of racism and threatening to take legal action …
The complaint is about the landlord’s handling of: subsidence at the property; the resident’s complaint, including the level of compensation offered.
The complaint is about: The landlord’s handling of the resident’s repair reports regarding the rear door and leak to the bath. The landlord’s handling of concerns raised by the resident about the conduct of the developer’s subcontractor. The related complaint.
The complaint is about the landlord’s response to: The resident’s request that it fence off the land outside the property for her sole use. Complaint handling.
The complaint is about the landlord’s response to the resident’s reports of a poor standard of cleaning and maintenance services in communal areas. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of anti social behaviour (ASB). The resident’s management transfer request. The associated complaint.
This complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB) from a neighbour. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould.
The complaint is about: The landlord's response to a request to remove fly-tipped rubbish from communal areas. The standard of communal cleaning and maintenance. The Ombudsman has also considered the landlord’s complaint handling.
The landlord’s handling of: Damp and mould within the resident’s property and request for new windows. The resident’s request to be rehoused on medical grounds.
The complaint is about the landlord’s handling of the: Resident’s reports of mould and ventilation issues within the property. Associated complaint. Resident’s request for a transfer.
The complaint concerns the landlord's handling of: The resident’s reports of a leak through the bathroom ceiling at the property. The related complaint.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The complaint concerns the landlord's handling of the resident's reports of damp and mould. The Ombudsman investigated the landlord's complaint handling.
The complaint is about: the landlord’s handling of the resident’s reports that she was experiencing antisocial behaviour (ASB); the landlord’s handling of the resident’s reports that her neighbour’s CCTV was impinging on her privacy. This report also considers the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about her service charge calculations.
The complaint concerns: How the landlord handled a leak in the resident’s property. How it handled the repairs in the property following the leak. The conduct of its staff members who spoke to the resident about the leak.
The complaint is about the landlord’s: Response to the resident’s reports of noise. Handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s rent account.
The complaint is about: The landlord’s handling of repairs to the resident’s property following a leak. The landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns about her oven and kitchen units. Complaint handling.
The complaint is about the landlord’s: response to the resident’s reports of smoke and fumes entering her property; complaints handling.
The complaint is about the landlord’s response to: The resident’s concerns about accessing its online resident portal; The resident’s request to change to a sole tenancy; The resident’s concerns about information sent to the Department of Work and Pensions (DWP); The resident’s reports of a data breach. This report will …
The resident’s complaint is about: The landlord’s response to the resident’s reports about his toilet and drains. The landlord’s response to the resident’s concerns about asbestos in his property. The resident’s request to move. The Ombudsman has investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of hot water and heating loss.
The complaint is about the landlord’s: Handling of the resident’s reports of anti-social behaviour (ASB). Complaint handling. Record keeping.
The complaint is about the landlord’s handling of the resident’s: Allegations of assault by a member of staff. Reports of cracks in the property. Reports of damp and mould. Request to be rehoused.
The resident’s complaint is about the landlord’s handling of damp and mould in the resident’s property .
The complaint is about the level of compensation offered by the landlord for delays in carrying out repairs to the floor that affected the ability to sell the property.
The complaint is about the landlord’s handling of: Recurrent leaks from the property above and associated repairs. Repairs to resolve a draft in a bedroom. The resident’s concerns about poor signage to the property. The resident’s request that communication be via email and concerns about the standards of communication. Complaints. …
The complaint is about: The landlord’s handling of the resident’s reports of repairs to the garden. The landlord’s complaint handling.
The complaint is about: The landlord’s response to: Reports of a leak. Reports of an odour from the ensuite bathroom. Reports of blocked guttering. The landlord’s handling of: Reports of damp and mould in the property and the communal area. Concerns raised by the resident about ventilation in the property. …
The complaint is about the landlord’s handling of: Repair issues reported by the resident in May and July 2021. The resident’s request for reimbursement for repairs she completed. The related complaint. The resident’s request for decoration vouchers offered in 2006 and 2010, and concerns about damage left by a previous …
The resident has complained about the landlord's handling of her reports of: repairs to the front fire door. repairs to the rear patio door. damp and mould. The resident has also complained about the landlord's handling of the complaint and compensation offered.
The complaint is about the landlord’s handling of the resident’s concerns about fire safety due to a hoarded property.
The complaint is about the landlord’s handling of repairs to the resident’s shower.
The complaint is about the landlord’s: Handling of repairs to the resident’s property including damp and mould. 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 |