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 replacement of a window in the resident’s property. The resident’s reports of faults and damage arising from the installation of the new window. The resident’s requests for window cleaning services. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to a kitchen cabinet door. Reports of damp and mould.
The complaint is about the landlord’s handling of the resident’s request for reimbursement for damage to her carpets.
The landlord’s handling of reports of leaks in the property.
The complaint is about the landlord’s response to the resident’s report about the condition of the walls in the property upon letting and her request to be reimbursed costs incurred in remedial works. We have also considered the landlord’s handling of the associated complaint.
The landlord’s: Handling of the resident’s report of the property condition from tenancy sign up. Communication around the rent and rent in advance payment prior to tenancy sign up. Visits after the tenancy started. The Ombudsman has also considered the landlord’s: Complaint handling associated with the resident’s request for compensation. …
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The complaint is about the landlord’s handling of the resident’s reports of:
The complaint is about the landlord’s handling of the appointment of a single point of contact for the resident. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's: Handling of the installation of a wet room. Knowledge and information management.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Report that a fire door was being left open. Associated complaint.
The complaint is about the landlord’s administration of the resident’s service charge for the maintenance and repair of adaptations.
The complaint is about: The landlord’s handling of kitchen and boiler upgrade works, including the ventilation fan. The landlord’s response to the resident’s concerns about staff conduct. The landlord’s response to the resident’s concerns about asbestos within the property.
The complaint is about the landlord’s handling of: Damp and mould. Repairs to leaking guttering. Repairs to lifting window rims. The Ombudsman has also considered the landlord’s complaint handling and record keeping.
The complaint is about the landlord’s: response to the resident’s reports about repair issues in the property; complaints handling.
The complaint is about the landlord’s handling of: Repairs to the dishwasher, washing machine and underfloor heating repair. An infestation of mice. A repair to a leaking waste pipe and hole in the living room wall. The Ombudsman has also considered the landlord’s record-keeping and complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of a pest infestation. The related complaint.
The complaint is about the landlord’s handling of: The resident’s queries about service charges. The resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s reports of defects in the property. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s administration of the service charge account, including the bank account arrangements. The landlord’s handling of the programme for replacing residents’ front doors. The landlord’s handling of repairs and maintenance on the estate prior to the transfer of management, including the resident’s reports of fire …
The complaint is about the landlord’s handling: of the resident’s reported issues about: a rodent infestation. his bay window repair. food being thrown within the external communal areas. an interference with his parcel delivery. of the resident’s decision to decline to meet with it and its subsequent request to access …
The resident’s complaint is about the landlord’s handling of: Mould in her shower room. Her request for a management transfer.
The complaint is about: The landlord’s response to disruption caused the resident, including loss of broadband and telephone services, during refurbishment works in the property below. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s concerns about temporary accommodation and rehousing options offered to her, following a fire at the property. The ending of the resident’s tenancy. The resident’s concerns about fly-tipping in the garden. The resident’s request to access her property following a fire …
The complaint is about the landlord’s: handling of enquires about quotations needed for major roof works. response to a request that a Section 20 consultation take place for the works. communication regarding a referral to the First Tier Tribunal (FTT) to rule on the resident’s dispute.
The complaint is about: The landlord’s handling of repairs in the property. The landlord’s response to reports of leaks, damp and mould in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident's concerns about threats of eviction. The landlord’s response and handling of the resident’s reports about antisocial behaviour (ASB). The landlord’s response to the resident’s concerns about property condition. The landlord’s response to the resident’s concerns about outstanding repairs. The landlord’s …
The complaint is about the landlord’s response to the resident’s reports about antisocial behaviour (ASB) from her neighbour.
The complaint is about the landlord’s handling of the resident’s reports of overgrown trees. 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 in the property and the subsequent handling of the remedial repairs. The Ombudsman has also assessed the landlord’s: complaint handling. record keeping.
The complaint is about the landlord’s response to the resident’s concerns about its handling of: His reports of antisocial behaviour (ASB) from his neighbours. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of a leak to the roof at her property.
The complaint is about: The landlord’s response to the resident’s reports of damp and mould in her kitchen and the associated repairs. The landlord’s complaint handling.
The landlord's handling of the resident’s reports : Of damp and mould. That she was struggling to heat her home. That her windows and kitchen needed replacing. The Ombudsman will also investigate the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Leaks into the property. Damp and mould. 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 about an outstanding roof repair.
The complaint is about the landlord’s response to: Reports of damp and mould in the hallway, bedroom and bathroom. Reports of personal belongings damaged by damp and mould. Requests to replace fencing panels. The complaint. This investigation has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s concerns about the payment of communal electricity in the building. The Ombudsman has also considered the landlord’s complaint handling.
The resident has complained about the landlord’s handling of his reports of antisocial behaviour (ASB) and racial harassment from his neighbour. The Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s mutual exchange and the associated issues regarding the condition on the property following the exchange.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Reports of repairs to the staircase. Reports of water ingress in the kitchen. Reports about a neighbour leaving waste in the communal walkway. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s reports of responsive repairs. The Ombudsman has also investigated the landlord’s: Record-keeping. The handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about his neighbour’s CCTV camera. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of a leak. The Ombudsman will also be considering the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The associated complaint.
The complaint is about: the landlord’s handling of the resident’s reports of repairs from the start of the tenancy. the landlord’s handling of the resident’s reports of damp and mould. the landlord’s handling of the resident’s complaint.
The complaint concerns the landlord’s: Handling of the resident’s reporting of repairs to the property including the wet room. Complaints handling.
The resident’s complaint is about the landlord’s: Response to reports of anti-social behaviour (ASB) from his neighbours; Handling of the associated complaint.
The complaint is about the landlord’s handing of: The resident’s requests for documents. 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 |