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 anti-social behaviour (ASB). Concerns about staff conduct. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s concerns regarding works required to the windows in the property. The associated complaint.
The complaint is about the landlord’s response to: The resident’s: Concerns about the communal lift. Complaint about a staff member. A fault on the fire panel. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports that: A tile had come off the roof. The tile had broken her car windscreen and she wanted compensation for this. She had concerns about a staff members conduct. 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 nuisance.
The complaint is about the landlord’s handling of reports of antisocial behaviour at or near the property. The Ombudsman has also taken the decision to investigate the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Concerns regarding the condition of the property on letting. Reports of damp and mould. Request for compensation for damage to her personal belongings and energy bills. The Ombudsman has also considered the landlord’s complaint handling as part of the assessment.
The complaint is about the landlord’s: Response to the resident’s reports of leaks, damp and mould. Handling of various estate management issues. Handling of various property related issues. Response to the resident’s recent concerns about rubbish on a roof.
The complaint is about: the impact of repair issues on the resident’s household’s health. the landlord’s handling of: repairs to resolve water ingress to the front door and the request for a bath to be installed. damp and mould repairs. We have also considered the landlord’s: complaint handling. record keeping.
The complaint is about the level of compensation offered by the landlord following planned works. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s: Response to the resident’s reports that he was unable to access his garage and of damage caused by its contractors. Handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Requests for additional support. Report of staff conduct.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) and hate crimes. Concerns about its failure to safeguard him and breach of his human rights and the Equality Act 2010. Concerns about staff conduct. Associated complaint.
The complaint is about the landlord’s handling of the resident’s transfer application.
The complaint is about the landlord’s handling of the resident’s: Reports about the upkeep of the communal grounds and facilities. Associated complaint.
The complaint is about the landlord’s: Offer of compensation to the resident. Handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of discrepancies on her rent account, resulting in poor communication and misinformation on moving into a new property.
The complaint is about the landlord’s handling of: The installation of loft insulation and the resident’s request for a new front and back door. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to a bedroom window. Reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of issues with the storage heaters. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Request for a management transfer. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of a bird in the chimney and chimney repairs.
The complaint is about the landlord’s:
The resident’s complaint is about the landlord’s handling of: Defect repairs. Her concerns about the location of a radiator. Bathroom adaptations.
The complaint is about the landlord’s handling of reports of antisocial behaviour (ASB) about the resident.
The complaint is about the landlord’s: Handling of the resident’s reports that a roof access gate caused noise nuisance. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The resident’s complaint.
The complaint is about the landlord’s handling of the relocation of the communal bin storage area.
The complaint is about the landlord’s handling of the resident’s reports of issues with her back door.
The complaint made by the resident’s representative is about: The landlord’s response to his request to suspend rent payments for the property. The landlord’s response to his request for it to buy-back the property. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about an unannounced visit by landlord staff to the resident’s property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of leaks, flooding and associated repairs.
The complaint is about the landlord’s management of, and charge for, communal heating.
The complaint is about the landlord’s response to the resident’s reports about: Damp and mould. The repositioning of the wash hand basin. Repairs to the balcony door. Repairs to the front door. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s query about the increase in service charge in 2021-22. Complaint handling.
The complaint is about the landlord’s response to the resident’s reports of faulty communal stairway lighting. The Ombudsman has also taken the decision to consider the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of damp and mould. Response to the resident’s reports that it had disposed of her personal belongings. Complaint handling.
The complaint is about the landlord’s handling of: Works to make good the resident’s property following a burst water pipe. The resident’s temporary accommodation. Arrangements to organise storage for the resident’s personal belongings. The resident’s request for reimbursement of the costs she incurred as a result of the burst water …
This complaint is about the landlord’s decision to install bollards alongside a communal green area to prevent vehicle access.
The complaint is about the landlord’s response to the resident’s: Reports of cracks in the hallway. Concerns about the decking in the garden. Reports of repairs to the garden fence, wall, and gate. Reports of repairs to the guttering. Concerns about the boiler flue and pergola roof. Request for compensation …
The complaint is about the landlord’s: Response to the resident’s reports of contaminated water at the property. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of a rat infestation.
The complaint is about the landlord’s handling of: The resident’s personal information. This includes the associated complaint handling. Reports of antisocial behaviour (ASB).
This complaint is about: The landlord’s intention to increase the service charge at the property. The landlord’s handling of resident’s request for compensation for no heating in his property between 18 October 2022 and 3 March 2023. The landlord’s decision to delay its internal review of its compensation policy. The …
The complaint is about the landlord’s response to the resident’s reports of leaks, damp and mould in her conservatory. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of insulation repairs at the property.
The complaint is about the landlord’s handling of the resident’s concerns about: Parking arrangements. Staff conduct.
The complaint is about the landlord’s response to the resident’s: Complaint about damage caused to his kitchen. Concerns about his son being removed from his tenancy. Request to transfer from a joint to sole tenancy. Concerns about its administration of his rent account. Concerns about harassment by the landlord. The …
The complaint is about the landlord’s handling of a leak at the rear of the resident’s building.
| 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 |