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 reports of water ingress and damp mould at the property, and the resident’s associated request for temporary accommodation. The Ombudsman has also considered the landlord’s complaint handling and record keeping.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
This complaint is about the landlord’s response to the resident’s concerns about: The conduct of its surveyor who visited her property on 31 October 2022. Subsidence and cracks to both her kitchen and bathroom flooring.
The resident’s complaint is about the landlord’s handling of: Damp and mould in the property and associated remedial repairs. His request for reimbursement of energy costs.
The complaint is about the landlord’s: Response to the resident’s report of mice. Response to the resident’s report of repairs to the property and communal area and requests for information relating to the repairs. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports concerning the condition of the property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Concerns about asbestos linked to plastering works. Reports of damp and mould and associated repairs. Reports of repair issues relating to electrics. Reports of repair issues with a kitchen worktop.
The complaint is about the landlord’s response to the: Resident’s reports of damp and mould and its handling of the related repairs. Associated complaint.
The complaint is about the landlord’s handling of: repairs to the heating controller and to address leaks in the property in the void period. the subsequent complaint.
The complaint is about the landlord’s response to reports of a pest infestation. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about the conduct of its call handlers. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Request for general repairs. Report of no heating. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of damp and mould. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the resident’s reports about the landlord’s handling of the recovery of arrears associated with the lease. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Handling of the condition of the property when it was let. Handling of outstanding repairs. Complaint handling.
The complaint is about:
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Handling of the resident’s reports that a contractor damaged her bedroom flooring. This report also considers the landlord’s complaint handling and record keeping.
The complaint is about the landlord’s handling of: The resident’s concerns about subsidence at the property and associated repairs. Consideration of the resident’s vulnerabilities in dealing with this matter.
The complaint is about the landlord’s handling of: the disconnection of the gas supply to the property. a warrant to complete a planned electrical safety inspection and resulting damage to the property. repairs to the boiler and fencing at the property. a request for a disabled parking bay. reports of …
The complaint is about the landlord’s handling of: A roof leak, damp and mould and asbestos at the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of pests and fly-tipping, and associated repairs. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damp and mould and requests for associated plastering works. Associated complaint.
The complaint is about the landlord’s response to the resident’s reports of: Water penetration into her kitchen. Damage caused by: Tree roots. A leak from a radiator. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the residents’: Reports of damp and mould. Reports of repairs to the windows that were causing high electricity bills. Reports of repairs to the extension. Reports of damage caused to a wheelchair. Complaint.
The complaint is about the landlord’s handling of: The resident’s report of repairs required in the resident’s bathroom. The resident’s request for additional insulation in her loft. The resident’s reports of subsidence in the property and subsequent issues with internal doors. The resident’s reports of damp and mould in the …
The complaint is about the landlord’s handling of 6-monthly filter changes for a Positive Input Ventilation (PIV) unit in the resident’s property.
The complaint is about the landlord’s handling of repairs required to the resident’s bathroom extractor fan and ventilation system. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A leak from the roof into the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s service charge complaint.
REPORT COMPLAINT 202310188 Midland Heart Limited 14 November 2024 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 impact of damp and mould on the resident’s health. the landlord’s handling of the resident’s: reports of damp and mould. reports of repairs. reports of antisocial behaviour (ASB). concerns that he has been discriminated against/treated less favourably. We have also considered the landlord’s: record keeping. …
The resident’s complaint is about the landlord’s response to her concerns about the lack of openable windows in the property.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of: The resident’s reports of anti-social behaviour (ASB) from the adjoining neighbour (neighbour A). The allegations of ASB made against the resident by the downstairs neighbour (neighbour B). The resident’s reports of ASB from neighbour B. The associated complaint. The resident’s concerns about …
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also investigated the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Repairs needed in communal areas. A pest infestation at the property. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about: The increase in service charges for the heating. The landlord’s response to the resident’s request to control the level of heating in her property and to be proportionately billed for specific usage.
The resident’s complaint is about the landlord’s response to reports of damp and mould in a bedroom located over an external alleyway.
The resident’s complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour. (ASB) The landlord’s handling of the resident’s request for a management transfer.
The resident’s complaint is about: The landlord’s response to the resident’s reports of damp and mould throughout the property. The landlord’s handling of the resident’s management transfer request. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s reports of a leak. The Ombudsman will also investigate the landlord’s knowledge and information management.
The complaint is about the landlord’s handling of the resident’s reports his allocated parking space was used by an unauthorised vehicle.
The complaint is about the landlord’s handling of the resident’s reports about: Damp and mould. Damaged and stolen items. The landlord's complaint handling.
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 handling of the resident’s reports of Anti-Social Behaviour (ASB). The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Request for her windows to be replaced. Request for it to remove fly tipped waste from her garden. Reports of damp and mould. Rent arrears. Formal complaint. The Ombudsman has also considered the landlord’s knowledge and information management.
The complaint is about the landlord’s handling of the resident’s reports about an ongoing rat infestation.
The complaint is about the landlord’s handling of the resident’s reports about an ongoing rat infestation.
The complaint is about the landlord’s handling of: The landlord’s response to the resident’s health issues and its handling of her request for adaptations and reasonable adjustments to be made. The landlord’s handling of the resident’s reports of the property condition at the start of the tenancy. The landlord’s complaint …
The complaint is about the landlord’s handling of: The resident’s concerns of subsidence at her property and repairs to a fence, drainpipe and door repair. The associated complaint.
| 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 |