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: Decision to demolish the resident’s block of flats. Handling of the resident’s concerns relating to the property’s energy performance certificate (EPC). Response to the resident’s report of poor staff conduct. Handling of the resident’s reports of noise nuisance at the property. Handling of the …
The complaint is about the landlord’s handling of: Repairs to the resident’s floors. The associated complaint.
The complaint is about the landlord’s handling of: repairs to the communal roof. the resident’s associated complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of a leak in the property and damp and mould. Staff conduct.
The complaint is about the landlord’s handling of the resident’s: responsive repairs following a leak. subsequent complaint.
The complaint is about the landlord’s handling of the resident’s: Subject Access Request (SAR). Reports about repairs. Reports about staff conduct.
The complaint is about the landlord’s handling of the resident’s reports of lack of water, heating, and hot water. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: reports of poor maintenance of the communal CCTV system. request to inspect service charge invoices related to the communal CCTV system. reports of faulty windows causing damp and mould. reports of a faulty intercom door entry system and security gate. …
The complaint is about the landlord’s handling of the resident’s: Reports about excessive heat and poor ventilation in the property including its offer of compensation. Associated complaints.
The complaint is about the resident’s reports about the landlord’s handling of repairs to the metal panel attached to her balcony.
The complaint is about the landlord’s handling of the resident’s reports of a leak, and the associated repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to reports of a leak, damp and mould and it’s handling of the subsequent repairs.
The complaint is about the landlord’s response to concerns raised about the service charge.
The complaint is about: The landlord’s response to the resident’s request for cyclical decoration works. The landlord’s handling of the resident’s complaint.
The complaint concerns the landlord's response to the resident’s reports of strong smells in her flat.
The complaint is about the landlord’s: Handling of the repairs following a leak into the property. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of a broken fence and other garden issues. The resident’s report of damage caused to garden furniture and contractor behaviour. The complaint.
The complaint is about the landlord’s handling of: the resident’s request for adaptations. the associated complaint.
The resident’s complaint was about the landlord’s handling of reports of damp and mould and of a leak flooding the basement below the property.
The complaint is about the landlord’s handling of works required in the resident’s property.
The complaint is about the landlord’s handling of antisocial behaviour (ASB) reports made against the resident.
The complaint is about: the impact of repair issues on the resident and her daughter’s health. the landlord’s: response to reports of a leak in the property, handling of repairs and the resident’s request to be decanted. response to repair reports about a hoist in the property. response to repair …
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour.
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 replacement of three internal doors and a front entrance door. Communal door repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: response to the resident’s reports about: antisocial behaviour (ASB); repair issues following a leak; complaints handling.
The complaint is about the landlord’s response to the resident’s reports of: communal repairs in the carpark. damage to her car.
The complaint is about the landlord’s handling of fencing repairs.
The complaint is about the condition of the property at the start of the tenancy and the landlord’s handling of subsequent repairs. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s reports of mice in his property and the associated repairs. The landlord’s handling of a neighbour nuisance complaint made by the resident in 2021. The landlord’s response to the resident’s reports of anti-social behaviour in the car park. The landlord’s …
The complaint is about the landlord’s response to the resident’s: Request for it to provide audited service charge accounts and associated documents, including information about the electricity production from solar panels. Report of water ingress from a balcony leak. Report of snagging repairs required to the metal lift plate and …
The complaint is about the landlord’s handling of: Strong cooking odours from the resident’s neighbour’s property. Smoking in the communal parts of the building.
The complaint is about the landlord’s handling of: Annual gas safety check appointments. The associated complaint.
The complaint is about the landlord’s handling of: Damp and mould. Boiler repairs. The Ombudsman has also considered the landlord’s record keeping and complaint handling.
The complaint is about the landlord’s handling of: Leaks to the resident’s property. Damp and mould. Damage to the resident’s property. A lack of heating and hot water to the resident’s property. The complaint. The Ombudsman has also investigated the landlord’s record keeping.
The complaint is about the landlord’s: Handling of the resident’s reports of noise nuisance and antisocial behaviour (ASB). Complaint handling.
The resident’s complaint is about the landlord’s handling of repairs to the window seals. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of the resident’s reports about antisocial behaviour. The landlord’s complaints handling has also been investigated.
The complaint is about the landlord’s handling of: Repairs to a structural wall of the property. The associated formal complaint.
The complaint is about the landlord's handling of and response to: Reports of a leak in the communal area causing damp. Reports of graffiti on the glass in the communal area. Reports of damage to the building and boundary fence. A request for an update on the communal maintenance programme. …
The complaint is about the: Resident’s request for information concerning his rent and service charge. Landlord’s decision to restrict the resident’s communication to a single point of contact. Associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour and noise nuisance. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Request for kitchen repairs. Associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports about repairs to his kitchen, including his request for a full kitchen replacement. The resident’s reports about repairs to the windows in the property, including his request for all windows to be replaced. The landlord’s complaint handling has also …
The complaint is about: The landlord’s handling of the resident’s reports of a leak, and associated repairs. The landlord’s handling of the resident’s complaint.
The complaint is about the resident’s report that the landlord arranged a meeting of the local tenants and residents’ association (TRA) and did not offer a facility for residents to participate online.
The complaint is about the landlord’s handling of the resident’s request for further information about its 2021/2022 service charges. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of reports of black mould in the property. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s request for compensation for: Additional heating costs due to a lack of insulation to the top bedroom. Potential health and safety risks due to a lack of fire-stopping. The reported disruption caused to the resident’s household during the insulation remedial …
| 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 |