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: Various repairs including gutters, plastering and pointing, damp and mould, carbon monoxide detectors, bathroom fan, and electrical sockets. Staff conduct regarding a gas safety check at the property. A data breach. The Ombudsman has also investigated the landlord’s …
The complaint is about the landlord’s handling of reports of damp and mould.
The complaint is about the landlord’s response to the resident’s reports of outstanding repairs to his roof and loft . This report has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of various repairs in the resident’s property. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlords response to the residents requests for: Relocation of electric sockets in the bedroom, kitchen and lounge. Installation of a new electric socket for a helpline box. Bathroom renovation. Improvement works in the kitchen, including: Installation of a washing machine. Renovation of the kitchen. Removal …
The complaint is about: The landlord’s handling of the resident’s request to be placed on the housing register and for her application to be prioritised. The landlord’s handling of the resident’s reports of damp and mould and associated remedial repairs in her property. The landlord’s complaint handling has also been …
The complaint is about the landlord’s response to the resident’s: reports of damp, mould and the repair of the kitchen cupboards within her property. associated complaint.
The complaint is about the landlord’s handling of repairs to the communal lighting. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) from his neighbour. Associated complaint.
The complaint is about the landlord’s handling of the resident’s belongings including her disability equipment, following flooding at the property.
The complaint is about the landlord’s response to the resident’s complaint regarding damp, mould, and associated repairs.
The complaint is about the landlord’s handling of: Repairs in the resident’s property including water leaks, damp and mould, a window repair and a crack on the wall. The associated complaint.
The complaint is about the landlord’s response to the resident’s: Concerns about her end of defects inspection. Reports of defects in her new build 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 damp and mould and associated remedial repairs. The asbestos in the property. The resident's concerns about the safety of the electrics in the property. The resident’s queries about eligibility for the right to acquire scheme (RTA). The resident’s …
The complaint is about how the landlord has handled the resident’s reports of damp and mould. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s: response to the resident’s request for external wall insulation (EWI). complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of a repair to a soil stack. Requests for information about the service charges relating to the repair. Concerns about the level of service charges relating to the repair. Associated complaint.
The complaint is about the landlord’s handling of the service of a tort notice and attempted removal of the resident’s vehicle.
The complaint is about the landlord’s handling of service charges for support. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of pest infestation in the property.
The complaint is about the landlord’s response to the resident’s service charge queries. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of no heating and hot water. Reports of a blocked sink. Reports about cuckooing at her property. Concerns of being bullied and threatened by staff. Reports that the resident has not received care.
The complaint is about the landlord’s: Handling of reports of antisocial behaviour (ASB). Decision to remove a padlock on a communal gate.
The complaint concerns the landlord’s: Response to the resident’s report that the landlord did not complete the paperwork for the injunction proceedings at Court correctly. Handling of the annual gas safety check and capping of the resident’s gas meter. The related complaint.
The complaint is about the landlord's handling of the resident’s: Request to succeed to her mother’s tenancy. Associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about: Issues with the heating system and associated works. Rodents in the property. External rendering work. This investigation also considers the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about:
The complaint is about the landlord’s handling of repairs to the resident’s boiler and gas pipework. The Ombudsman has also investigated the landlord’s handling of the complaint.
The complaint is about: The landlord’s handling of the resident’s bathroom replacement. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s response to the resident’s reports regarding works for: Low water pressure at her property. The replacement of her property’s bathroom. Blocked, backed up, and leaking drains and pipework at her property. Missing manhole and electrical socket covers and a mice infestation in her building’s …
The complaint is about the landlord’s response to the resident’s reports of: Harassment by his neighbour. Noise nuisance. This report will also consider the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Request for the exterior of the block to be painted. Reports concerning the volume of the intercom. Request for hooks to be fitted to the external communal doors. Request for an alternative location of a kitchen extractor fan. Associated formal …
The complaint is about the landlord’s handling of the resident’s antisocial behaviour (ASB) reports.
The complaint is about the landlord’s handling of: Heating and hot water repairs. The resident’s service charge queries. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of an infestation of rats and mice.
The complaint is about: The landlord’s handling of a recurring rat infestation. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s complaint about its handling of repairs following a fire at a neighbouring property, and damp and mould due to repair delays.
The complaint is about the landlord’s handling of reports of a leak, pigeon infestation and a request for scaffolding to be erected by accessing the rear garden. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of repairs to the exterior of the resident’s block and delays in removing scaffolding which blocked natural light in to the resident’s property. Complaint handling.
The complaint is about the landlord’s response to the resident’s reports of toxic fumes in the property.
The complaint is about the landlord’s handling of: The inspection of repairs it completed in 2020 and 2021. Works to the resident’s kitchen.
The complaint is about the landlord’s handling of a leak into the resident’s property from a neighbouring property which resulted in damp and mould.
The complaint is about the landlord’s handling of the resident’s: Reports of repair and access issues with a communal bike shed, including communication. Associated formal complaint.
The complaint is about the landlord’s handling of: Repairs to a leaking roof. The formal complaint. The Ombudsman has also considered the landlord’s knowledge and information management.
The complaint is about: The landlord’s response to the resident’s concerns relating to the replacement of her front door. Complaint handling.
The complaint is about the landlord’s response to the resident’s application for alternative accommodation. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the leaseholder’s reports of water ingress at her property. The Ombudsman has considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of repairs to his windows due to draughts.
The complaint is about the landlord’s handling of the replacement of the front door of the resident’s property.
The complaint is about the landlord’s response to the resident’s: Reports of damp, mould and associated outstanding repairs. Complaint. This report will also consider the landlord’s record keeping.
| 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 |