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: Repairs to the extractor fan vent and roof. Repairs to the patio doors. Damp and mould and associated repairs to the bathroom ceiling and walls. The formal complaint.
The complaint is about the landlord’s handling of the resident’s reports of garden overgrowth from a rear adjoining property.
The complaint is about the landlord’s handling of costs associated with the resident’s permanent decant from her property.
The complaint is about the landlord’s handling of damp and mould. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of leaks into his property. This Service has also considered the landlord’s handling of the complaint.
This complaint is about the landlord’s handling of the resident’s antisocial behaviour and noise nuisance reports.
The complaint is about the landlord’s handling of: The resident’s concerns about the landlord’s housing points allocation for rehousing. The resident’s reports of antisocial behaviour (ASB) and harassment on his estate. The resident’s reports of noise nuisance from his neighbour. The resident’s reports of a leak and issues with heating …
The complaint is about the landlords handling of the residents service charge account and the high level of service charge requested from her in August 2022.
The complaint is about: The landlords handling of the defects to the residents property. The landlords handling of the defects to the residents boiler. The handling of the resident’s complaint and the amount of compensation offered.
The complaint is about the landlord’s response to the resident’s concerns about the: Level of service charges for the inspection of the communal emergency installations; Testing of the emergency lighting; This report will also assess the landlord’s complaint handling.
The resident’s complaint is about the landlord’s: handling of various repairs in the property. complaint handling. The Ombudsman has also considered the landlord’s record keeping.
This complaint is about: The landlord’s handling of multiple repairs in the resident’s home. The level of communication and support from the landlord’s staff.
The complaint is about the landlord’s handling of: Repairs required to the resident’s bedroom ceiling. Reports of damp and mould in the property. Repairs required in the bathroom. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord's handling of the resident's reports about damp and mould. The landlord's handling of the repair to the resident's shower. The landlord's response to the resident's reports about the conduct of a member of its staff. The landlord's complaint handling and the amount of compensation …
The complaint is about the landlord’s handling of the resident’s concerns about the accessibility of an exit barrier to his estate. The landlord’s complaint handling has also been investigated.
This complaint is about the landlord’s handling of reports of issues with the heating and hot water system.
The complaint is about the landlord’s handling of the pre-action protocol and specifically not having given the resident notice of eviction.
The complaint is about the landlord’s handling of persistent leaks into the resident’s flat from the roof and upper balcony area. This Service has also investigated the landlord’s handling of the resident’s complaints.
The complaint is about: The landlords handling of the residents reports of ongoing water leaks from the flat above. The landlords handling of the residents complaint and the amount of compensation offered. This Service has also considered the landlords record keeping.
REPORT COMPLAINT 202324823 London Borough of Redbridge 23 August 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. This […]
REPORT COMPLAINT 202115193 London & Quadrant Housing Trust (L&Q) 23 August 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 the landlord’s handling of: Heating repairs. Bedroom window repairs. The resident’s formal complaint.
The complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB). Reports of damp and mould. The Ombudsman has also investigated the landlord’s handling of the complaint and the level of compensation offered.
REPORT COMPLAINT 202308524 Longhurst Group Limited 23 August 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. This is […]
The complaint is about: The landlord’s handling of the resident’s reports of no heating and hot water. The landlord’s handling of the associated complaints.
This complaint is about the landlord’s handling of: Outstanding repairs, including damp and mould in the property. Reports of no heating and hot water in the property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Antisocial behaviour prior to October 2023. Antisocial behaviour after October 2023.
REPORT COMPLAINT 202319694 Rugby Borough Council 23 August 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. This is […]
This investigation is about the landlord’s handling of repairs in the resident’s home.
The complaint is about the landlord’s handling of: Repairs in the resident’s property and the resident’s request for improvements. The resident’s complaint.
The complaint is about: The landlord's handling of the resident’s reports of damp and mould. The landlord's handling of the resident’s request for a new front door. The landlord's handling of the resident’s complaint.
The landlord’s handling of reports of safety concerns with fire doors in the property.
The complaint is about the landlord’s: Response to the resident’s reports about damp and mould. Handling of the request for the heating system to be replaced. Handling of the associated complaint including the level of compensation offered.
The complaint is about the landlord’s handling of the resident’s report of a theft from his property.
The complaint is about: The landlord’s response to the resident’s reports of no heating or hot water.
The resident’s complaint is about the landlord’s decision not to install solar panels at the property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A bathroom leak resolved in January 2022. A request to replace the bathroom floor.
The complaint is about the landlord’s response to the resident’s: Reports of noise disturbances. Reports of unauthorised alterations to the property below hers. Request for a new shower head. Reports of a blocked sink. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s: Reports concerning the cleaning of a communal area. Associated formal complaint.
The complaint is about the landlord's handling of works to upgrade the resident’s kitchen and bathroom. This Service has also considered the landlord’s complaint handling and record keeping.
The complaint is about the landlord’s handling of the resident’s complaint that its contractor damaged his washing machine.
The complaint is about the landlords handling of: Repairs to the front porch. The associated complaint.
The complaint is about: The landlord’s handling of repairs to the property, including damp and mould. The landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: reports of leaks from the roof and windows of the resident’s building, and the resulting damp and mould. the associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of noise from a communal gate. Reports of disturbance caused by a balcony blind in a neighbouring property. Reports of antisocial behaviour (ASB). Concerns about staffing and support. This report also looks at the landlord’s: Complaint handling. Knowledge and …
The complaint is about the landlord’s response to the resident’s reports of water pressure issues. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the resident’s concerns that her front door may not be fire safety compliant. Handling of the redecoration of the resident’s bathroom and kitchen, following two separate leaks from the flat above her. Complaint handling.
The complaint is about the landlord’s handling of damage caused to the resident’s property following a sewage leak due to a blocked communal stack pipe.
This complaint is about: Delays in repairs to the resident’s property following a fire, and the length of time the resident and her family had been in temporary accommodation. The resident’s request for compensation for her belongings which were damaged due to the fire. The landlord’s handling of the associated …
The resident’s complaint is about: The landlord’s handling of requests for repairs related to damp and mould in his property. The landlord’s handing of repairs to a toilet. The landlord’s handling of reports of pest infestations at his property. The landlord’s handling of requests for reasonable adjustments. The Ombudsman has …
| 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 |