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: drain repairs. sewage back surges in the bathroom. the electrics in the property needing repair. The Ombudsman has also assessed the landlord’s: complaint handling. record keeping.
The complaint is about how the landlord has handled the resident’s management move. We have also considered how the landlord handled the resident’s complaint.
The complaint is about the landlord’s response to: The resident’s requests for repairs to the rear garden. The resident’s reports of damp and mould. The resident’s concerns regarding the bathroom window.
The complaint is about the landlord’s: Handling of the resident’s reports about the condition of the property on letting. Response to requests for a range of repairs. Handling of no heating or hot water and the boiler repair. Response to reports of damp and mould. Understanding of the resident’s vulnerabilities. …
The complaint is about the landlord’s handling of: The resident’s reports of Anti-Social Behaviour (ASB). The resident’s loss of hot water and heating. The resident’s reports of staff conduct. This Service has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: responsive repairs. the resident’s request for an adaptation. communal repairs. tree management. grounds maintenance. The Ombudsman has also investigated the landlord’s handling of the complaint.
The complaint is about the landlord’s response to the resident’s reports of noise from his neighbour.
The complaint is about the landlord’s handling of the resident’s reports regarding: Window repairs and the ventilation system. Anti-social behaviour and noise disturbance. The Ombudsman has considered the landlord’s complaint handling.
The complaint is about: The standard of adaptations to the resident’s wet room and kitchen. The landlord’s handling of the resident’s request for a decant. The landlord’s response to the resident’s reports of defective windows. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about: The landlord’s handling of the resident’s concerns about the water charges and the reported delay in receiving the utility statements. The landlord’s handling of the resident’s reports of problems with the electricity meter for his property. The landlord’s handling of the resident’s reports of problems with …
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Request for his father to represent him. Reports of anti-social behaviour (ASB). Requests for a copy of his tenancy agreement. Request for a management transfer to another home. Subject access request (SAR). Associated complaint.
This complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB). The associated complaint.
The complaint is about: The landlord’s response to reports of pests. The landlord’s response to the resident’s request to move. The landlord’s handling of repairs. The conduct of the landlord’s operatives.
The complaint is about the landlord’s handling of: Repairs to the windows in the property. The associated complaint and its communication.
The complaint is about the landlord's handling of the resident’s report of: Several repairs including damp and mould. Pest control issues in the property. Reports of asbestos in the property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about the condition of the rear garden.
The complaint is about the landlord’s response to the resident’s reports of damp and mould in the property, and the associated repairs. The Ombudsman has also considered the landlord’s: Record keeping. Handling of the complaint and level of compensation offered.
The complaint is about the landlord’s handling of: a leak into the resident’s kitchen. the resident’s complaint.
The resident’s complaint is about: The landlord’s response to the resident’s request for a move . The landlord’s complaint handling.
The complaint is about the landlord’s: Facilitation of a meter reading. Handling of repairs in the property. Management of the resident’s rent account. Complaint handling. The Ombudsman has also investigated the landlord’s consideration of the resident’s vulnerabilities and its associated record keeping.
The complaint is about the landlord’s response to the resident’s reports of: A rodent infestation in her building. A defective front entry door to the building and faulty intercom system Damage to the roof of the building. Issues regarding the communal bins. Issues regarding grounds maintenance Concerns about staff conduct. …
The complaint is about the landlord’s handling of the resident’s: Requests for kitchen and bathroom works. Formal complaints.
The complaint is about the landlord’s: Handling of the resident’s requests for adaptations to her rear garden. Complaint handling.
The complaint is about the landlord’s decision to refuse permission to install a driveway.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Reports of antisocial behaviour (ASB). Concerns about the rent increase. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property. The Ombudsman has also investigated the landlord’s handling of the complaint and the level of compensation offered.
The complaint is about the landlord’s: Response to the resident’s requests for windows repairs. Associated complaint handling.
The complaint is about the landlord’s response to the resident’s reports of repairs relating to: Damp and mould in his kitchen. A leak from his shower. The Ombudsman has also considered the landlord’s: complaint handling. record keeping.
The complaint is about the landlord’s handling of: The resident’s property sale. The associated complaint handling.
The complaint is about the landlord's handling of reports of a leak.
This complaint is about the landlord’s: Response to the resident’s report of repair to her bathroom, including concerns about missed appointments and its communication with her. Response to the resident’s reports of sound transference from the flat above and concerns about the safety of the property due to a related …
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) and noise nuisance. Rehousing request. Associated complaint.
The complaint is about the landlord’s handling of the resident’s request to purchase her property using the Right To Buy scheme.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from a neighbour. The Ombudsman has also investigated the landlord’s handling of the complaint.
The complaint is about the landlord's response to the leaseholder's: Reports of water ingress and associated damage to her property. Complaint.
This complaint is about the landlord’s handling of reports of water ingress, damp and mould.
The complaint is about how the landlord handled the resident's reports of drug use and noise nuisance.
The complaint is about the landlord’s handling of remedial works and cleaning following the installation of cavity wall insulation at the resident’s property. This Service has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of an ongoing leak. Associated formal complaint.
This complaint is about the landlord’s handling of:
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould and issues with her flooring. Associated complaint.
This complaint is about the landlord’s handling of: Reports of anti-social behaviour (ASB). Reports of concerns with the condition of a communal bin store. The associated complaint.
The complaint is about the landlord’s response to the resident’s reports of damp and mould, and odour in 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 a blocked waste pipe, a leak under the sink, and associated repairs in the kitchen. Concerns about the conduct of 2 contractors used by the landlord. Request for it to repair the extractor fan in the bathroom. Associated …
The complaint is about the landlord’s handling of: the resident’s request for a subject access request (SAR). the resident’s reports of anti-social behaviour (ASB). arrangements it made with the resident to conduct an electrical safety check. the resident’s concerns about staff conduct. the resident’s request for additional fencing. the resident’s …
The complaint is regarding the landlord’s handling of: The resident’s reports of damp and mould. A repair to a fence in the resident’s garden. The resident’s requests for aids and adaptations. The resident’s request for a move to a more suitable property. This investigation has also considered the landlord’s handling …
The complaint is about: The landlord’s handling of the resident’s reports of a breach of General Data Protection Regulations (GDPR). The landlord’s handling of the resident’s concerns about the conduct of its contractor’s staff. The landlord’s handling of the resident’s claims of disability discrimination. The landlord’s handling of the resident’s …
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: response to the resident’s reports of mice in the property. response to the resident’s reports of a leak into the property. handling of repairs to damaged walls. We have also considered the landlord’s: record keeping. 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 |