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 concerns about: The conduct of a staff member handling her reports of antisocial behaviour (ASB). The conduct of a staff member handling her complaint. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of reports of noise nuisance. The associated complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The resident’s associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak, and the associated repairs. Request to be reimbursed for replacement carpets.
The complaint is about the landlord’s handling of the resident’s request to install a patio door. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports about insecure communal doors. Request for the landlord to reimburse him for goods stolen from his internal shed. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord's response to the resident's: Reports of problems with the property including with the cavity wall insulation, the levels of formaldehyde in the air, and damp and mould. Request for a move. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould, and subsequent pest issues. The landlord’s handling of the complaint will also be considered.
The complaint is about the landlord’s response to the resident’s reports about a leak, and subsequent low water pressure in her bathroom. We have also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of various repairs within the property.
The complaint is about the landlord’s handling of: Pests specifically cockroaches, woodlice and psocid mites. Damp and mould in her home. The formal complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of anti-social behaviour (ASB). Response to the resident’s concerns about the conduct of its staff. Handling of the subsequent complaint.
This complaint is about the landlord’s response to the resident’s complaints about: Repairs to her kitchen. Repairs to her bathroom. Its online repair portal.
The complaint is about the landlord’s handling of: Damp and mould in the property. A series of leaks in the resident’s bathroom. The Ombudsman has also looked at the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The residents request to be rehoused. The complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Leaks, damp and mould. Damage to his belongings and financial losses incurred. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s reports of damp and mould, and associated outstanding repairs.
The complaint is about the landlord’s: Calculation of the disturbance allowance. Communication about the disturbance allowance. The associated complaint.
The complaint is about the landlord’s handling of: Reports of damp and mould at the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of: A repair to the kitchen window. The associated formal complaint.
This complaint is about the landlord’s: Response to the resident’s concerns about major works to the property’s bathroom. Complaint handling.
The complaint is about the landlord’s response to the resident’s concerns regarding: Service charges for the maintenance and upkeep of communal areas not being provided. A tree blocking light. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s request for the windows at her property to be replaced.
The complaint is about the landlord’s response to the resident about: Her repairs reports. Staff conduct.
The complaint is about the landlord’s handling of the resident’s communication instructions.
The complaint is about: The landlord’s response to the resident’s reports of damp and mould, including her request to be decanted. The landlord’s handling of the resident’s request to be rehoused. The landlord’s handling of the resident's complaint.
The complaint is about the landlord’s response to the resident’s: report that his home was flooded . request for compensation for damage to his personal belongings. The Ombudsman has also assessed the landlord’s: handling of the resident’s vulnerabilities when dealing with the above issues. record keeping. complaint handling.
This complaint is about the landlord’s handling of: The resident’s queries about service charges and the administration of her service charge account. The related complaint.
The complaint is about the landlord’s handling of the resident’s rent account. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s handling of damp in the property. The Ombudsman has decided to investigate the landlord’s complaint handling.
The complaint is about the landlord’s handling of: reports of anti-social behaviour (ASB) against the neighbour. letting out a property where the neighbour was known to have reports of noise complaints and ASB against them. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The accuracy of information provided to the resident about the current property when it was offered to her. The landlord's handling of the resident’s repair reports, specifically the removal of the previous tenant's personal belongings from the loft area and the damaged fence. The landlord's handling …
The complaint is about the landlord’s handling of the resident’s reports of multiple repair issues, including leaks, damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour. The landlord’s handling of the resident’s reports of damp and mould. This Service has chosen to investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s concerns about: the length of time scaffolding was in situ. the costs associated with the scaffolding. The Ombudsman has also assessed the landlord’s: complaint handling.
The complaint is about the landlord's handling of the resident's reports of blocked pipes and damage to a washing machine.
The complaint is about the landlord’s: Handling of the resident’s requests for adaptations. Response to the resident’s concerns about cavity wall insulation. Complaint handling.
The complaint is about how the landlord handled the applicant’s complaint regarding his discretionary tenancy application.
The complaint is about the landlord’s response to: The resident’s reports of antisocial behaviour (ASB), specifically noise nuisance, threats and intimidation from a neighbour. The resident’s reports of repairs to the communal area. The associated complaint.
The complaint is about: The delay in processing the resident’s housing application. The landlord’s response to the resident’s reports of a mite infestation in her property. The Ombudsman has also considered the landlords complaint handling.
This investigation is about: The landlord’s response to the resident’s complaint about one of its officers. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: Reports of heating and hot water loss. Reports of gas leaks. A report of a damaged tumble drier and a boiler leak. Reports of boiling water causing burns from the shower. Reports of a water ceiling leak and damage to a neighbour’s …
The complaint is about the landlord’s: Handling of a back door replacement. Handling of the resident’s rehousing request. Complaint handling.
The complaint is about: The landlord’s handling of the resident’s windows and a communal door being in disrepair and in need of replacement. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of reports of damp and mould. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to the boiler. Repairs to the windows. Damp and mould. A pest issue. The Ombudsman has also investigated the landlord’s handling of the complaint and the level of compensation offered.
The complaint is about: The landlord’s management of roof repairs including its communication with the resident. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: Repairs to the communal lift. The associated complaint.
The complaint is about the landlord’s: Decision to charge the resident a higher rent at the property than at her previous accommodation. Handling of the resident’s reports of repairs required when she moved into the property.
| 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 |