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 report that it classed her as aggressive. The resident’s requests for repairs to the windows and doors. The resident’s reports of the conduct of the contractors sent to the property. The resident’s dissatisfaction with staff conduct, and its decision to …
The compliant is about the landlord’s handling of 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 reports about repairs at the property. The Ombudsman has also considered the landlord’s: Handling of the associated formal complaint. Record keeping with respect to the issues.
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Request for rehousing due to overcrowding. This report also considers the landlord’s complaint handling.
The complaint is about the landlord’s handling of: the resident’s reports of defective windows. the resident’s reports of repairs required to the roof. the associated complaint.
The complaint is about the landlord's handling of: the resident’s reports of leaks and subsequent damp and mould. the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of a roof leak. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s reports of leaks.
The complaint is about the landlord’s handling of repairs to the windows and the patio doors, and subsequent damp and mould in the property. 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 request for a management transfer. The resident’s reports of leaks, damp and mould and the subsequent repairs.
The complaint is about the landlord’s handling of the resident’s concerns about the back door to her 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 trees blocking her window. The resident’s complaint.
The complaint is about the landlord’s: response to the resident’s: reports about repair issues in her property, including damp and mould; concerns about harassment; complaints handling.
The complaint is about the landlord’s handling of the resident’s damp and mould reports.
The complaint is about the landlord’s handling of: An electrical safety inspection, including the actions of its officer and its consideration of the resident’s vulnerabilities. The installation of a new front door, including the actions of its officer and its consideration of the resident’s vulnerabilities. The resident’s related complaints.
The complaint is about the resident’s reports about the landlord’s handling of; Damp and mould and the subsequent remedial repairs in the property. The claim for damage to the household’s belongings. The management of the tenancy including audits and an alleged breach resulting in allegations of discrimination. The associated complaints.
The complaint is about the landlord’s response to the resident’s reports of: damp and mould. damage to belongings due to the damp and mould. The Ombudsman 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. Concerns about overcrowding. The investigation has also considered the associated complaint handling.
The resident’s complaint is about the landlord’s response to the resident’s request for information on the introduction of a service charge. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord’s: handling of the resident’s reports of damp and mould in his property. decision not to offer compensation for the impact of the damp and mould on his health. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s report of a roof leak. The landlord’s handling of the resident’s reports of damp and mould in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Request to repair his windows. Reports of damp and mould. Request to replace his storage heater. The Ombudsman has also considered the landlord’s complaint handling.
The resident’s complaint was about: The landlord’s response to the resident’s reports about streetlights including how this report related to the way the landlord collected service charges, the resident’s report of the landlord providing him with inaccurate information and the landlord’s management of the resident’s block. The Ombudsman will consider …
The complaint is about the landlord’s handling of the resident’s reports of repairs to her property’s windows.
The complaint is about the landlord’s handling of the resident’s request for replacement windows and repairs to the external render. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports that her neighbour was: causing noise nuisance. smoking cannabis.
This complaint is about the landlord’s handling of repairs to the trickle vent above the living room window of the property.
The complaint is about the landlord’s handling of the resident’s request for a mutual exchange.
The complaint is about the landlord’s response to the resident’s report of a leak into the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of rodents in the property. Handling of the resident’s concerns about loft insulation. This investigation also considers the landlord’s record keeping and complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of boiler repairs required in the property. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s report of blocked access to a communal area. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns regarding: The level and reasonableness of communal cleaning and management costs payable through the service charge. The standard of cleaning in the communal areas of his block. The Ombudsman has also considered the landlord’s handling of the related complaint.
The complaint is about the landlord’s: Handling of window and door replacement work at the resident’s property. Response to the resident’s reports of poor staff conduct. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of domestic abuse (DA). The ending of the resident’s tenancy. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the resident’s reports about the landlord’s handling of: Repairs and the subsequent damp and mould in the former property, including the amount of compensation offered. The associated complaints.
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 …
| 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 |