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: reimbursement payments to the resident for running costs associated with its dehumidifier. a damp and mould survey at the property. The Ombudsman will also assess the landlord’s complaint handling.
The complaint is about the landlord’s handling of a property transfer offer.
The complaint is about the landlord’s: Handling of a payment from an insurance claim in 2023. Response to repair issues raised after 21 June 2024, including: The resident’s request for a temporary decant in September 2024. Reports of rotten windows. The communal area smelling of sewage. The communal area having …
The complaint is about the landlord’s handling of service charge queries. 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 carpark. Leaks on the balcony. The Ombudsman has also considered the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s handling of the resident’s concerns about the boiler, including her request that it be replaced.
The complaint is about the landlord’s handling of damp and mould repairs at the property. The Ombudsman has also looked at the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The resident’s request for a permanent decant. Arranging a quotation appointment with its contractor. The associated complaint.
The complaint is about the landlord’s handling of issues with the lifts in 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 a roof leak into the loft. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of noise nuisance and antisocial behaviour (ASB).
The complaint is about the landlord’s handling of: Repairs to the building which caused water ingress to the resident’s property in 2023. Repairs to the building which caused water ingress to the resident’s property in 2024.
The complaint is about the landlords handling of repairs to plasterwork in the property. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of: Repairs in the resident’s property and handling of her request for a decant. Damp and mould in the resident’s property. The complaint.
The complaint is about the resident’s concerns regarding information she was provided about the need for an external wall system inspection (EWS1) form.
The complaint is about the landlord’s communication on rent increases and rent arrears. The Ombudsman is also investigating the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of reports of a leak from the above property, and the associated repairs. The Ombudsman has also considered the landlord’s: Complaint handling. Record Keeping
The complaint is about the landlord’s handling of reports of antisocial behaviour (ASB) about the resident’s neighbour. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns that the central heating system was defective, which had caused high bills. Complaint handling.
The complaint is about the landlord’s handling of leaks between February and June 2023. We have also investigated the landlord’s complaint handling.
The complaint is about: The landlord’s response to reports of damp and mould. The associated complaint handling. The Ombudsman has also considered the landlord’s record keeping.
This complaint is about the landlord’s handling of: The resident's reports that scaffolding, window design and inadequate radiators caused ventilation and heating problems and contributed to mould. The resident's health and safety concerns in returning to her property from temporary accommodation. The resident’s concerns that exposure to dust on items …
The complaint is about: The landlord’s handling of a leak. The landlord’s handling of damp and mould. The landlord’s offer of compensation. The Ombudsman has also considered the landlords complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about a neighbour’s dog.
The complaint is about the landlord’s handling of: The resident’s request under the Freedom of Information Act 2000. The resident’s reports of leaks, damp, and mould in the property. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) caused by a neighbour. Associated complaint.
The landlord’s handling of the resident’s reports of anti social behaviour (ASB).
The complaint is about the landlord's handling of the resident's reports of a neighbour storing bulky items in the communal garden.
The complaint is about the landlord’s handling of an ant infestation.
REPORT COMPLAINT 202324820 Leeds City Council 20 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 case. […]
The complaint is about the landlord’s response to reports of noise from a lift in the adjoining property. This report also considers the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Reports of a rodent infestation at the property. The resident’s concerns regarding staff conduct. The resident’s complaint.
The complaint is about the landlord’s handling of resident’s report of repairs needed in the property. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202222811 London & Quadrant Housing Trust (L&Q) 20 February 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The complaint is about the landlord’s handling of: A missed appointment. Kitchen units being in disrepair and pest concerns. Repairs to the resident’s front and back doors. The Ombudsman has also considered: The landlord’s record keeping. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: Roof repairs due to an intermittent leak. The associated complaint.
The complaint is about the landlord’s decision to repair the living room windows and not replace them. This Service has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of major works and associated repairs.
The complaint is about the landlord’s handling of the resident’s reports of pest control issues.
The complaint is about the landlord’s handling of the resident’s: Report that an electrical cable was incorrectly supplying electricity from her property to a separate garage below. Associated formal complaint.
The complaint is about: The landlord’s response to reports of damp and mould. The associated complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about: An increase in the resident’s service charge. The landlord’s response to the resident’s report of a fault with the communal lighting in her block.
The complaint is about the landlord’s handling of: the resident’s request for repairs to the kitchen drawers. the associated complaint.
This complaint is about landlord’s handling of repairs related to leaks at the resident’s home.
The complaint is about the landlord's response to the resident’s concerns about: The suitability and qualifications of its contractors. Its handling of the associated complaint.
The complaint is about the landlord's handling of reports of a smell in the property.
REPORT COMPLAINT 202316362 TBG Open Door Limited 19 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 […]
This complaint is about the landlord's handling of the resident’s request for compensation after it plumbed his toilet into a hot-water inlet.
The complaint is about the landlord’s handling of: record keeping. damp and mould at the resident’s property. the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
| 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 |