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 reports of a blockage in his property, the associated damage caused, and the compensation offered. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Enquiries about major works. Reports of roof leaks. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of a squirrel infestation, and the associated repairs. The Ombudsman has also considered the landlord’s complaint handling.
The resident’s complaint is about the landlord’s response to his request to replace the electric boiler system in the property with gas.
The complaint concerns the landlord’s: Response to the resident’s report of damage caused to his front door after the police forced entry. Response to the request for a replacement front door. Handling of the related complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of issues with the central heating system. Reports of issues with the toilet and associated drainage systems. Requests for adaptations to his kitchen. Reports of subsidence in the rear garden. Reports of draughts from the front door and windows. …
The complaint is about the landlord’s handling of its decision to remove wall mounted air fresheners from communal areas in the property, and its refusal to reinstate them.
The complaint is about the landlord’s: Failure to keep appointments to identify the cause of the resident’s reports of mould at the property. Complaint handling.
The complaint is about the landlord’s response to: the resident’s concerns about the property condition at the start of the tenancy, the signup, and her request for the report of its inspection before she moved in. the resident’s concerns about the floors. the resident’s concerns about adapted units. the resident’s …
The complaint is about: The landlord’s handling of damp and mould and associated repairs. This Service will also investigate the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s request to move to a new property. The landlord handling of reports about staff conduct.
The complaint is about the landlord’s handling of: Reports of damp, mould and moisture. Repairs to the bathroom light. Its decision not to replace a kitchen sink unit. The associated complaint.
This complaint is about the landlord’s response to the resident’s concerns around recurring damage to the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: An unsatisfactory kitchen. Poor drainage in the garden. The lack of a tap in the garden.
The complaint is about the landlord’s handling of: Reports of water ingress and the associated repairs. The associated complaint.
The complaint is about the landlord’s: Handling of a leak from the resident’s radiator. Decision not to replace the resident’s carpet. Complaint handling.
The complaint is about the landlord’s handling of: Shower repairs. The resident’s requests for the heating system to be upgraded. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of noise disturbance.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour and noise disturbance.
The complaint is about the landlord’s handling of the resident’s: report of a rat infestation at the property. request for annual reviews of the suitability and accessibility of the property. report of outstanding repairs to the property. request for adaptations to the property. report of verbal discrimination by a telephone …
The complaint is about the landlord’s handling of the resident’s: concerns regarding its issuance of a Notice to Quit (NTQ), and termination of their tenancy ; associated complaint.
The complaint is about: The landlord’s handling of the resident’s concerns about the remedial works completed and those still outstanding in the property. The landlord’s handling of the resident’s decant. The landlord’s handling of the resident's complaint. The landlord’s record keeping with respect to the issues.
REPORT COMPLAINT 202308770 Hammersmith and Fulham Council 31 October 2024 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 regarding: Her queries and concerns about major works, including refuse, parking and health and safety issues. The consultation before the major works started. A non-functioning kitchen. The temporary toilet facilities. A lack of heating and hot water. A refusal to …
The complaint is about the landlord’s response to the resident’s reports about: Leaks into the living room. Associated repairs to the living room ceiling. The entrance system and fobs. Car park gate repairs. Its handling of the associated formal complaints.
The complaint is about the landlord’s handling of the resident’s reports of problems with the heating and hot water system.
The complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB). Repairs to external doors. 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 leak. response to the resident’s reports of damp and mould in the kitchen. handling of the resident’s reports of no electricity, heating, and hot water to the property. handling of multiple repair issues due to the leak, …
This complaint is about the landlord’s handling of damp and mould in the resident’s property.
The complaint is about the landlord’s handling of the resident’s reports that: his garden was overgrown with weeds. the bedroom radiators were not producing enough heat. The Ombudsman has also investigated the landlord’s: complaint handling. record keeping.
The complaint is about the landlord’s response to the resident’s reports of cleaning and maintenance issues in the communal areas and the resident’s concerns about the safety of the building. 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). the associated complaint.
The complaint is about the landlord’s: Response to the resident’s requests for the removal of a tree near her garden. Handling of replacement fence panels. Handling of the resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB) in the communal areas of the block. The resident’s reports of repair issues with the communal entrance doors. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of: Repairs in the property including damp and mould. Poor communication about repairs and appointments. A pest infestation in the property. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
The complaint is about: The landlord's handling of requests to repair the resident’s back door. The landlord’s handling of reports of damp and mould.
The complaint is about the landlord’s handling of: The residents reports of repairs during the defect period, including a leak which caused damp and mould. The resident’s request for larger radiators in the property.
The complaint is about the landlord’s handling of the resident’s concerns about the misuse of the car park.
The complaint is about the landlord’s handling of the resident’s: Reports of issues with communal lifts. Associated formal complaint.
The complaint is about the landlord’s handling of: The resident’s personal information. The utility supplier when the resident’s tenancy started. The associated complaint.
The complaint is about how the landlord handled the resident’s reports of a faulty water heating system.
The complaint is about the resident’s reports of an unregulated structure, built by his downstairs neighbour. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Boiler repairs. Leaks and flooding within the property. Reports of carbon monoxide warnings. Repairs to the communal lift. Communal cleaning and maintenance. Reports about the conduct of housing officers. Damage to the resident’s belongings. The Ombudsman has also investigated the landlord’s complaint …
The complaint is about the landlord’s handling of: Reports of leaks and remedial works. A request for a management transfer. A request for compensation for items damaged by the leaks.
The complaint is about the landlord’s handling of the resident’s: responsive repairs following leaks to her property. subsequent complaint.
The complaint is about: The landlord’s handling of the resident’s reports of faulty windows. The associated complaint handling.
The complaint is about the landlord’s handling of: Reports of damp and mould at the property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Concerns about the frequency of the cleaning contract. Associated formal complaint.
The complaint is about the landlord’s handling of window repairs.
The complaint is about the landlord’s handling of: The resident’s concerns about ownership of land between her property and a neighbour’s. The resident’s reports of antisocial behaviour by the neighbour. The associated formal complaint.
| 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 |