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 reports of leaks into the property and the associated repairs. Handling of 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 repairs to an ongoing leak and associated roof repairs. Handling of reports of damp and mould. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of reports of damp and mould and various works to the property. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202329558 Stonewater Limited 19 August 2024 Our approach Under our early resolution process, the Ombudsman works with the resident and landlord to explore the issues in dispute, identify the matters that remain outstanding […]
The complaint is about the landlord’s response to the resident’s request for repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of concerns about the grounds maintenance.
The complaint is about the landlord’s: Handling of its decision to place the resident on a contact restriction and to only visit the resident in pairs. Response to the resident’s concerns about conduct of its staff. Response to the resident’s concerns about missed appointments by the landlord. Response to the …
The complaint is about the landlord’s: handling of reports of damp and mould. complaint handling.
The complaint is about the landlord’s response to the resident’s report of a flood. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports of water penetration to the property and associated damp. Complaint handling. This investigation also considers the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s complaint concerning her annual gas safety check.
The complaint is about the landlord’s handling of: Damp and mould in the property. A leak into the property from upstairs. A radiator repair. A replacement bath. The Ombudsman has also considered the landlord’s record keeping and complaint handling.
The complaint is about the landlord’s handling of roof repairs, following reports of a leak. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to: the resident’s reports of issues with the gas supply. the resident’s reports of a contaminated water supply. the resident’s reports of repairs. the handling of the resident’s complaint.
This complaint is about the landlord’s response to the resident’s complaint about the security and condition of the block, anti social behaviour (ASB), repairs needed to the emergency door releases, and fire safety signs.
The complaint is about the landlord’s handling of the resident’s: Reports of a repair to the hot water system. Transfer request.
The complaint is about the landlord’s handling of the resident’s reports of: leaks, damp and mould damage to personal items impact on her health
The complaint is about the landlord’s: response to the resident’s reports about issues with her rent/online account details; response to the resident’s reports about asbestos; complaints handling.
The complaint is about the landlord’s handling of the resident’s: Request that it fund external mediation. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s reports of leaks, damp and mould in the property. The Ombudsman has considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of recurring leaks, damp, mould, and associated repairs at her property.
The complaint is about the landlord’s: Response to the resident’s concerns about the condition of the walls when the property was let. Handling of repairs to accommodate a washing machine in the kitchen. This report also looks at the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s concerns about the neighbour’s dog fouling.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould in the property. Handling of the complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of delays in repairing and replacing the gas boiler. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s: report of repairs outstanding to the property on letting. request to fit an external post box, ring doorbell and a solar outside light. complaint.
The complaint is about: The landlord’s handling of roofing repairs and associated damp and mould reports. The landlord’s handling of the resident’s complaints.
The complaint is about the landlord’s response to the resident’s reported concerns about his new kitchen flooring.
The complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB) including noise nuisance and the use of cannabis. Response to the resident’s requests for soundproofing adaptations. Response to the resident’s health conditions and its provision of reasonable adjustments. Response to the resident’s request for rehousing. …
REPORT COMPLAINT 202226196 Hyde Housing Association Limited 15 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 […]
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould. A faulty window. A sewage leak. A leak in the communal area. The resident’s request for rehousing. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord's handling of repairs to the patio and paving at the front of the property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s concern that she should not have been moved to a property with anti-social behaviour (ASB) from neighbours in 2021. The resident’s request to be rehoused. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s requests for rehousing and adaptations.
This complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour regarding their neighbour and their dog. The landlord’s lack of response to emails the resident sent on 27 July, 28 July, and 16 September 2022.
This complaint is about: The landlord’s response to reports of disrepair including damp, mould and asbestos at property A, and the resident’s associated request for compensation. The landlord’s response to the resident’s reports of issues in property B. The landlord’s proposal to permanently move the resident to property C.
The resident’s complaint is about the landlord’s: Response to reports of rats in their kitchen; Handling of the associated complaint.
The complaint is about the landlord's handling of the resident’s: Reports of heating repairs. Associated complaint.
The complaint is about the landlord’s handling of: The administration of the resident’s service charge account, quality of services and service charge queries. The associated complaint.
The complaint is about the landlord’s: Response to the resident’s concerns about the length of time scaffolding had been up at the property. Complaint handling including knowledge and information management.
The complaint is about the landlord’s handling of: Repairs to a leak in the communal roof and associated damp and mould in the resident’s property. Communication with the resident during the formal complaint.
The complaint is about the landlord’s handling of leaks into the resident’s property from a property above. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s response to the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s: Record Keeping. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s request to build an outbuilding in the garden of her property. The associated complaint.
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: Response to the resident’s concerns of cigarette smoke. Response to the resident’s report of not having hot water. Handling of bathroom and window repairs following a mutual exchange and associated contractor appointments. Complaint handling including knowledge and information management.
The complaint is about the landlord’s: Response to reports of anti-social behaviour (ASB). Response to reports of damp and mould at the property. Handling of reports of blocked drains/toilet. Complaint handling.
The complaint is about the landlord’s: Handling of reports of overflowing bins and fly tipping. Handling of reports of a missing bin store lock. Handling of repairs to the car park gate. Complaint handling.
The complaint is about the landlord’s response to the resident’s reports of damp and mould.
The complaint is about the landlord’s response to the resident’s: concerns about a stopcock valve request for replacement of windows. This Service has also considered the landlord’s complaint handling and 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 |