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 antisocial behaviour (ASB) and noise. Request for a transfer and concerns about the landlord’s failure to consider his vulnerabilities.
The complaint is about the landlord's handing of: the resident's request for compensation, following a flood. the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of no heating and hot water at her property. Complaint.
The resident’s complaint is about the landlord’s handling of her reports: It had failed to carry out grounds maintenance. Of repairs to external communal lighting. This Service has also considered the landlord’s complaint handling.
This complaint is about the landlord’s response to the resident’s: Concerns about the security at their block. Request for the ‘wholesale redesign’ of their block. Request that the landlord clarify its role and responsibilities with regards to: Service Charges, including what these covered. The estate manager and caretakers. Concerns about …
The complaint is about the landlord’s handling of the leaseholder’s report of a leak. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s requests for it to: Repair the front door. Repair a leak in the kitchen. Address drainage issues. The Ombudsman has also considered the landlord’s complaint handling as part of this assessment.
The complaint is about the landlord’s response to the resident’s complaint about his rent accounts and arrears.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB) by her neighbour.
The complaint is about: Increases in rent and service charges from 2021 onwards. The landlord's response to the resident’s reports of problems with communal services, including security, parking, and cleaning. The landlord's communications about relation to planned communal repairs. The level of consultation and information provided by the landlord concerning …
The complaint is about the landlord’s handling of: scheduling the resident's gas safety check appointments. the resident's vulnerabilities while dealing with his service requests.
The complaint is about: The level of increase in rent and service charges. The landlord’s handling of the resident’s report of antisocial behaviour (ASB). The landlord’s handling of repairs to the car park gate. The landlord’s handling of the resident’s request for a different parking space. The Ombudsman will also …
The complaint is about the landlord’s handling of the resident’s requests for reimbursement for the communal lighting and smoke alarm. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s: handling of reports of leaks, damp and mould and associated repairs. complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s reports of drainage issues and a rat infestation. The associated complaint.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB). The Service has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the: Resident’s concerns about the neighbour’s closed circuit television (CCTV). Resident’s reports of antisocial behaviour (ASB) and noise nuisance. The complaint.
The complaint is about the landlord’s handling of: Repairs to: The communal front and back doors. A wall within the communal area. Reports of antisocial behaviour (ASB) within the communal area. A request to review the services provided in relation to the grounds maintenance and communal cleaning service charges.
The complaint is about the landlord’s response to: Reports of damp and mould. Concerns about asbestos. The landlord’s complaint handling is also considered.
The complaint is about the landlord’s handling of the resident’s reports of water ingress and leaks into her property, and associated damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs following a mutual exchange. The Ombudsman has considered the landlords handling of the mutual exchange process. The Ombudsman has considered the landlords complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of a leak and damage to the living room ceiling. The Ombudsman has also considered the landlord’s handling of the resident’s associated complaint.
The complaint is about the landlord’s handling of repairs at the property.
The complaint is about: The landlord's handling of the resident’s reports of anti-social behaviour (ASB). The landlord's handling of the resident’s concerns about the standard of communal cleaning. The landlord’s handling of the resident’s request to move.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) from her neighbours. Request for a management move. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about: The landlord’s handling of the resident’s concerns regarding a leak affecting the communal area and the associated repairs. The landlord’s response to the resident’s reports that the bin store was not secure and this was leading to fly tipping and security issues, including unauthorised entry. The …
The complaint is about: The landlord's handling of the resident's concerns about the condition of the property when let. The landlord's handling of the resident's reports of damage to her washing machine. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of multiple repairs to his home.
The complaint is about the landlord’s: Response to the resident’s queries about her rent account and service charge. Complaint handling.
The complaint is about: The landlord’s provision of ground maintenance and cleaning, for which the resident pays a service charge. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports that construction on the estate was disturbing him and damaging his property. Reports of defects. Associated complaint.
The complaint is about the landlord’s: Handling of reports of noise transference from the property above. Complaint handling.
The complaint is about the landlord’s: Decision to take legal proceedings to gain possession of the resident’s home. Handling of concerns raised about staff conduct. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of subsidence reports.
The complaint is about the landlord’s handling of reports of a leak. The Ombudsman has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s response to: The resident’s request to be moved from the property. The resident’s reports of odour in the property, damp and mould, and the ceiling flaking.
The complaint is about the landlord’s handling of leaks, damp and mould. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of a burst stack pipe. Request for reimbursement for replacement carpet. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s response to the resident’s concerns about staff behaviour. The landlord’s complaint handling is also considered.
The complaint is about the landlord’s handling of the resident’s concerns about items left in the communal hallway. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of leaks and a request to repair damage caused by the leaks.
The complaint is about: The landlord’s handling of the resident’s request for a management move or a decant following his reports of a leaking soil pipe in the property. The landlord’s response to a letter from the resident’s specialist nurse regarding the condition of the property. The landlord’s handling of …
The complaint is about: The landlord’s handling of the repairs to the resident’s front door and the replacement of the door. The landlord’s response to the resident’s request for reimbursement of the rent and energy bills for the period he was not occupying the property. The landlord’s handling of the …
The complaint is about the landlord’s handling of repairs at the property.
The complaint is about the landlord’s handling of the resident’s: Reports about communal lighting. Reports of leaks, damp and mould, and associated repairs. Reports of a pest infestation. Complaint.
The complaint is about the landlord’s handling of: A loss of heating and hot water. Lift repairs. The resident’s concerns that his front door was not secure. Repairs to the toilet. Repairs to the bathroom. Discretionary repairs. This report also considers the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s concerns regarding the removal of ivy and fencing work.
The complaint is about the landlord’s response to the resident’s concerns in relation to changing the communal door lock.
The complaint is about: The landlord’s handling of the resident’s requests for a second succession of the tenancy. The landlord’s handling of the resident’s reports that the garden was for his sole use. The landlord’s complaint handling has also been considered.
| 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 |