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 concerns about the condition of property when she moved in and her subsequent reports of: damp and mould heating repairs immersion heater repairs pest infestations. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of repair issues with the balcony doors and windows. Associated complaint.
The complaint is about the landlord’s handling of: the resident’s reports of damp and mould. the resident’s complaint.
The complaint is about: The landlord’s handling of repairs to the front and back doors of the property. The landlord’s handling of security upgrades at the property. The landlord’s response to reports of electrical faults at the property, and its handling of the associated repairs. The landlord’s response to reports …
This complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the bathroom. The resident’s request for repairs to a motorised skylight window. The resident’s report of a broken extractor fan. The associated complaint.
The complaint is about the landlord’s handling of: Reports of a rodent infestation. The resident’s associated complaint.
The complaint is about the landlord’s: Administration of the resident’s service charge account. Response to the resident’s request for a leaseholder panel. Complaint handling.
The complaint is about: The landlord’s response to reports of damp and mould. The landlord’s handling of door and window replacements. The associated complaint handling.
This complaint is about the landlord’s handling of: repairs to the roof of the resident’s property; the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB), and the associated transfer request.
The complaint is about the landlord’s response to the resident’s report of antisocial behaviour. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to the communal areas. Reports of damp and mould in the property. Reports of overcrowding and her concerns about the landlord’s transfer list. Reports of antisocial behaviour (ASB). The associated complaint.
The complaint is about the landlord’s: Handling of tap repairs and the resident’s request for compensation for these. Response to the resident’s reports of poor conduct and communication from its contractor.
The complaint is about the landlord’s response to the resident’s: Concerns about a carbon monoxide leak and a lack of hot water and heating in the property. Report that her property was left in an unacceptable condition following decoration works. 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 leaking gutter. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s request for information about service charges, and regarding the progress of cladding work. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the resident’s property.
The complaint is about the landlord’s handling of: Damp and mould, including the presence of woodlice and garden flooding. Window, guttering and an extractor fan repair. Shower and sink drainage problems and shower adaptations. Cold in the bathroom. The Ombudsman has also considered the landlord’s record keeping and complaint handling.
REPORT COMPLAINT 202337027 Cambridge City Council 8 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 landlord’s handling of: Repairs to the resident’s balcony door. The associated complaint.
The complaint is about the landlord’s handling of a missed heating contractor appointment.
The complaint is about the landlord’s: Response to temporary accommodation not having electricity when the resident moved in. Response to the resident’s concerns regarding the duration of the temporary move. Handling of the complaint.
The complaint is about the landlord’s handling of shower repairs. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s administration of the resident’s rent account.
The complaint is about the landlord’s response to the resident’s reports concerning: Asbestos. Damp and mould.
The complaint is about the landlord’s handling of the resident’s: reports of damp and mould. concerns about exposure to asbestos. subsequent complaint.
The complaint is about the landlord’s handling of repairs and a bathroom renewal. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of a window repair. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202321860 London & Quadrant Housing Trust (L&Q) 7 November 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The complaint is about: A recurring leak from the balcony resulting in damp and mould throughout the property. The landlord’s complaint handling.
The complaint is about: The landlord’s response to a lack of water supply in the property. The landlord’s handling of repairs in the kitchen. The landlord’s handling of adaptations to the bathroom. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of: reports about damage caused by the landlord’s installation of cabling. reports of leaks causing damage to internal walls and damp and mould in the property. reports about missing roof insulation above the property. the associated complaint.
This complaint is about the landlord’s handling of the resident's reports of lack of heating and hot water. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the applicant’s concerns about its handling of its sales process. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: The sales process. The gas safety check and the resident’s report of a gas leak. Repairs, damp and mould. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Response to reports of mice at the property. Handling of repair work.
The complaint is about: The landlord’s handling of leaks. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s report of cracked ceilings in her property and the associated compensation awarded.
The complaint is about the landlord’s handling of: The resident’s reports of communal issues, including subsidence and repairs to the staircase and the roof. Repairs to the resident’s balcony door. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
This complaint is about the landlord’s handling of the resident’s request for repairs to a communal fire door.
The complaint is about the landlord’s: Response to the resident’s concerns about the condition of the property and outstanding void repairs. Complaint handling.
The complaint is about the landlord’s handling of: Communal cleaning and grounds maintenance at the resident’s housing scheme. The resident’s request for information about his service charge.
The complaint is about the landlord’s handling of: A leak in the resident’s property and the associated damp and mould. The subsequent complaint.
The complaint is about the landlord’s: Handling of noise reports about the resident. Decision not to replace the resident’s front door.
The complaint is about the landlord’s response to issues the resident raised concerning: Repairs to his kitchen and bathroom. Cleaning and maintenance of communal areas in and around his building.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould, cracks to the exterior and interior walls, and repairs to the windows and doors of the property. Concern that the front door to the property was insecure. Concern that there was a legal restriction on …
The complaint is about the landlord’s: Handling of reports of damp and mould at the property. Handling of reports of noise from the heating system. Handling of reports of the heating not working. Complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about parking enforcement at her scheme.
The complaint is about: The landlord’s handling of the resident’s reports about a roof leak, its handling of associated repairs, and the level of compensation offered by the landlord as redress. The landlord’s 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 |