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 concerns the landlord’s response to: the resident’s reports about the communal lift being out of service. the resident’s reports about the faulty front entry gate. the resident’s reports regarding graffiti and fly tipping. the resident’s reports regarding parking enforcement. the resident’s reports about the communal cleaning service. the …
This complaint is about the landlord’s response to the resident’s allegation that a member of its staff assaulted him on 12 April 2018.
The complaint is about the landlord’s: Response to the resident’s concerns that it issued him a warning letter preventing him from raising complaints regarding staff conduct. Complaint handling.
The complaint is about the landlord’s response to the resident's reports about: the condition of the property at the start of his tenancy repairs.
The complaint is regarding: The landlord’s handling of repairs to the resident’s roof and ceiling. The landlord’s response to concerns the resident raised regarding asbestos. The landlord’s response to reports of flies coming into the resident’s property via vents.
The complaint is about the landlord’s response to the resident’s reports about:
The complaint concerns the landlord’s handling of works needed to the resident’s boiler.
The complaint is about: The landlord’s handling of repairs to the resident’s drains. The landlord’s complaint handling.
The resident has complained about: The landlord’s response to their reports about noise from doors in the building. The landlord’ response to their reports of the smell of cigarettes and alleged drug taking entering their home.
The complaint is about the landlord’s: Response to the resident's reports that contractors were rude; that their attendance for communal drainage works contravened Covid-19 restrictions; and that they allegedly caused damage and mess when accessing his bathroom. Handling of the subsequent repair and compensation.
The complaint concerns the landlord’s handling of repairs to the resident’s property following his reports of sewage leaks and the level of compensation offered by it to him for this.
The complaint is about the landlord’s: response to the tenant’s reports regarding a leak from her neighbour’s balcony; complaints handling.
This complaint relates to: the landlord’s handling of the resident’s reports of a water outage. the actions of the managing agent.
This complaint is about the landlord’s response to: The resident’s reports of repairs to his rear living room window. The resident’s report of alleged anti-social behaviour (ASB). The resident’s concerns about calls he made to the landlord on 3, 4 and 5 August 2020 and his housing officer putting the …
The complaint is about the landlord’s response to the resident’s reports about:
The complaint is about the landlord’s response to the resident’s request for the repair or replacement of her kitchen units.
The complaint concerns the landlord’s response to the resident’s claim of a breach of data protection.
The complaint is about: The landlord’s handling of repairs carried out at the resident’s new property. The landlord’s handling of reports that contractors damaged the resident’s possessions. The landlord’s handling of the reports about the conduct of contractors at the property, including concerns over adherence to Covid-19 rules, operatives mocking …
The complaint is about the landlord’s: Response to the resident’s reports of issues with noise transference at the property. Response to the resident’s reports of issues with the bathroom at the property. Complaints handling.
The complaint is about the landlord’s response to the resident’s reports of repair issues with cracks in his walls and ceiling.
The complaint is about the landlord’s response to the resident’s reports of various repairs required to her property. The complaint is about the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Structural issues within the property. Drainage issues on the property. Repairs to the resident’s boiler. Repairs to the resident’s kitchen. Repairs to the resident’s door and the landlord’s decision not to raise a complaint about the issue. Rent arrears on the resident’s …
The complaint is about the landlord’s handling of: Repairs to the resident’s front door. Repairs to the resident’s washing machine. Repairs to the resident’s fridge.
The complaint is about the landlord’s handling of the resident’s reports of: A silverfish infestation. Boiler repairs and a bathroom leak.
The complaint is about the landlord’s: Response to the resident’s reports of leaks in the heating system in his property. Complaint handling.
The resident complained about the landlord’s response to her complaint about her service charge for 2018/19 and in particular its failure to explain the basis for a particular item charged.
The complaint is about: The landlord’s handling of the administration of the resident’s rent account. The landlord’s handling of the associated complaint.
The resident complains about: How the landlord handled repairs needed at the property, primarily to address damp and mould, from September 2017 to June 2018. How the landlord handled repairs needed at the property, primarily to address damp and mould, from July 2018 onwards.
The complaint concerns: How the landlord handled the resident’s reports of repairs to the property. The quality of the completed repairs. The amount of compensation offered by the landlord. The formal complaint into these matters
This complaint is about the landlord’s handling of repairs to adaptations at the resident’s property.
The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from his neighbours. The landlord’s handling of the resident’s request for a property transfer. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s reports of a data breach.
The complaint is about the landlord’s handling of the resident’s kitchen refurbishment and the compensation it offered.
The complaint is about the level of rent.
The complaint is about the landlord’s: Response to the resident’s concerns about anti-social behaviour (ASB). Handling of the replacement of a boiler. Response to reports of mould and the installation of ventilation fans. Response to the resident’s request to be rehoused. Response to the resident’s concerns about adaptations. Decision to …
The complaint is about the landlord’s response to the resident’s request for compensation for an injury.
The complaint is about the landlord’s request for the resident to remove the security gate/grill from her front door.
The complaint concerns the landlord’s handling of repairs to the shed.
The complaint is about: The landlord charging the resident rent for a property he is not living in. The landlord’s disposal of the resident's belongings and communication. The landlord offsetting the resident’s home loss payment against rent arrears. The landlord’s delay in making the home loss payment to the resident.
The complaint is about the landlord’s: Handling of the resident’s request for the data it held about him. Response to the resident’s concerns about the heating system in his home. Response to the resident’s concerns about the conduct of the operatives visiting his property.
The complaint is about the landlord's: response to the resident’s reports of defects at the property, response to the resident’s reports of problems with the cleaning of the communal areas and maintenance of the grounds at the property, response to the resident’s concerns relating to the condition of the wider …
The complaint is about the landlord’s decision to decline a request for reimbursement of costs for fencing works.
The complaint is about: The landlord’s handling of the resident’s complaint in 2020 about outstanding repairs. The resident’s dispute of some of her service charges.
The complaint is about the landlord’s handling of the resident’s reports of blocked toilets.
The landlord’s response to the resident’s reports of reoccurring roof leak.
The complaint is about the landlord’s handling of the resident’s tenancy sign-up.
The complaint is about the landlord’s response to the resident’s reports of: Anti-social behaviour (ASB) at the property. The condition of the neighbour’s trees and vegetation.
The complaint concerns the landlord's response to the resident’s request to amend the terms of their tenancy concerning succession rights.
The complaint is about: The landlord’s handling of repairs to the resident’s kitchen and bathroom. The level of compensation offered in response to the resident’s reports of damp and mould.
The complaint is about the landlord’s: handling of the resident’s request for repairs to his bedroom radiator. associated 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 |