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 response to the resident’s concerns around: Managing agent fees and charges for heating and hot water. Lift breakdowns. Antisocial behaviour (ASB). The standard of communal cleaning. Fire safety. A charge for communal window cleaning. This report has also assessed the landlord’s: Complaint handling. Record …
The complaint is about the landlord’s handling of: Outstanding repairs to the kitchen ceiling and bathroom sink, the relocation of the resident’s oven following advice from an occupational therapist, and the replacement of the kitchen tap. The replacement of the balcony decking. Reports of the resident’s flat being excessively cold …
The complaint is about the landlord’s: Handling of the resident’s concerns about delays in its provision of her finalised service charge accounts. Response to the resident’s concerns about the standard of services provided under the service charge agreement. Handling of the associated complaint.
The resident’s complaint is about the landlord’s: Response to her reports of a leak in the property; Handling of the associated complaint.
The complaint is about the landlord’s handling of: repairs to the lifts. the resident’s report of a missed survey appointment for a new boiler. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Handling of the resident’s rent arrears. Response to the resident’s concerns about staff conduct. Handling of repairs to a toilet. Complaint handling.
This complaint is about the landlord’s: Handling of its concerns about clutter in the resident’s home. Response to the resident’s complaint about the cost and efficiency of his heating system.
The complaint is about the landlord’s handling of the resident’s concerns about: Trees behind a boundary fence. The side patio retaining water. The size of the driveway. The condition of the kitchen countertop. The resident has also complained about the landlord’s handling of their complaint.
The complaint is about the landlord’s response to: The resident’s reports of a defective patio door. The resident’s concerns about the garden fence. The resident’s reports of a loss of hot water.
The complaint is about the landlord’s handling of: damp and mould in the property. a rent review in February 2024. lost or stolen personal possessions whilst they were in storage. a managed move application. further and additional repairs to the property and common parts. the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: An unauthorised structure in the neighbour’s garden. Anti-social behaviour (ASB).
The complaint is about the landlord’s handling of: A refit of the resident’s kitchen. A refit of the resident's bathroom. Reports of damaged and missing items. The Ombudsman has also investigated the landlord’s: Record keeping. Complaint handling.
The complaint is about the landlord’s response to the resident’s reports of repairs and adaptations required at the property. We have also looked at the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns that her mail was being stolen from the communal letterbox by a neighbour.
The complaint is about the landlord’s handling of: The removal of asbestos flooring in the property. Repairs to the kitchen flooring and electrical sockets. Repairs to a leak in the bathroom. Reports of mould in the bathroom. Repairs to a leak and floors in a bedroom. Reports of leaking windows …
The complaint is about the landlord’s: response to the resident’s reports about: damp and mould; bedbugs; complaints handling.
The complaint is about the landlord’s handling of repairs. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of a leak into the property.
The complaint is about the landlord’s response to the resident’s reports of a leaking roof. The Ombudsman has also considered the landlord’s complaints handling.
The complaint concerns: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbours. The landlord’s handling of damp and mould at her previous property.
The complaint is about the landlord’s response to the resident’s reports and complaints about mould, an extractor fan, lack of heating, and repairs to a window.
The complaint is about the landlord’s: Response to the resident’s requests for service charge information. Handling of the resident’s request for repairs to an external water pump controller. Complaint handling.
The complaint is about the landlord’s: Handling of the resident’s transfer request to an accessible property. Handling of the resident’s request for a bathroom upgrade. Complaint handling.
The complaint is about: The landlords handling of the residents reports of anti-social behaviour (ASB) from her next-door neighbour. The landlords contact restrictions imposed on the resident by the landlord.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak into the property and subsequent damp and mould. Associated formal complaint.
The complaint is about the landlord's handling of: Reports of leaks and the associated repairs. The complaint.
The complaint is about the landlord’s handling of: Repairs to the external lighting on the estate. The resident’s associated complaint.
The complaint is about the landlord’s response to the resident’s reports about cold and a request for insulation in her bedroom. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: request to keep an assistance dog at her property; reports of a leak and damp and mould at her property; reports of repair issues in her property; associated complaint
The complaint is about the landlord’s response to the resident’s reports of a leak from the mechanical ventilation with heat recovery unit (MVHR) and associated damp and mould. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s: Handling of reports of leaks at the property. Handling of reports of damp and mould at the property. Response to reports of issues with internal doors, windows and kitchen. Complaint handling.
This complaint is about the landlord’s handling of the resident’s antisocial behaviour (ASB) reports.
The complaint concerns the landlord’s handling of the resident’s concerns about outstanding repairs to his doors and fence. This report has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of repairs and damp and mould in the resident’s property, and its handling of the associated complaint.
The complaint is about the landlord’s consultation with the resident relating to: A change in service delivery partner. Cyclical external painting works.
The complaint is about the landlord’s: handling of the resident’s reports that his parking space was being used by others and associated antisocial behaviour (ASB). complaint handling.
The complaint is about the landlords handling of the resident’s reports of: Repairs in the bathroom and her request for further works . Rubbish and overgrown weeds in the communal alleyway . The Ombudsman will also investigate the landlord's complaints handling.
The complaint is about the landlord’s handling of the resident’s shared ownership property sale during a period that she reported domestic abuse.
The complaint is about the landlord’s handling of the resident’s reports concerning: a neighbour committing benefit fraud. a neighbour running a business from their home. noise nuisance and antisocial behaviour (ASB). access to, and items left in a shared alleyway. The Ombudsman has also investigated the resident’s complaint.
The resident’s complaint concerns the landlord’s handling of repairs following water ingress from the roof. This report has also considered the landlord’s complaints handling.
The resident’s complaint is about the following: The landlord’s handling of his reports of misinformation about his rent payments and the possibility of it being deducted from his benefits. The landlord’s handling of his reports about a key safe removal without prior notice.
The complaint is about the landlord’s handling of the resident’s reports of: The condition of the property when let. Repairs to the balcony door and glass. The associated complaint.
The complaint is about the landlord's handling of the resident’s request for an urgent transfer and the landlord’s assessment of the resident’s housing need. The Ombudsman has also considered:
The complaint is about: The landlord’s handling of repairs to the back door and laminate flooring in the property. The landlord’s complaint handling.
The complaint is about the landlord’s response to reports of: Damp and mould in the property. Disrepair in the property. The Ombudsman has also considered the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s: Handling of reports of roof leaks, major works, and reports that the property was not fit to let at the start of the tenancy. Complaint handling.
The complaint is about the landlord’s handling of: The condition of a property at the start of the tenancy. The adequacy of the heating and hot water system in the property. A request for a wash hand basin in the downstairs toilet. The Ombudsman has also considered the landlord’s complaint …
The complaint is about the landlord’s response to the resident’s request for a replacement tap. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to: The resident’s reports of damp and mould in the property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould and the associated remedial repairs. The landlord’s complaint handling has also been investigated.
| 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 |