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 position of a fence at the bottom of her garden. The height of a fence on the left-hand boundary of her property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about electrical safety and damage to her cooker. The Ombudsman has also considered the landlord’s complaint handling.
This investigation is about: The condition of the resident’s home when he started his tenancy. The landlord’s response to the resident’s complaint that its actions caused the death of his pets and the loss of frozen food.
The complaint is about the landlord’s handling of: reports of an issue with a drain in the resident’s back garden. repairs to the resident’s front door. reports of damp and mould in the property. the associated complaint.
The complaint is about the time taken by the landlord to address issues with ventilation and airflow.
The complaint is about the landlord’s handling of the resident’s requests for new keys to his flat and bike shed.
The complaint is about the landlord’s: Actions regarding the previous resident’s health condition and the handling of the previous resident’s reports of repair issues. Failure to clear the property for a home buyer’s survey prior to the resident moving in. Response to the resident’s reports of rising damp. Communication with …
The complaint is about the landlord’s handling of the resident’s: reports of damp and mould reports of noise from a neighbouring property request to be rehoused
The complaint is about the landlord’s response to damp and mould reports and the consequent handling of repairs to the property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to: The resident’s reports of damp and mould at the property. The associated formal complaint.
The complaint is about the landlord’s response to the resident concerning: Accessibility. A replacement key fob. The heating. Complaint handling.
The complaint is about the landlord’s handling of the resident’s requests for refurbishment of her kitchen and bathroom. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of a leak in the property and the associated damage caused. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB), including her concerns that her mail was being stolen. We have also considered the landlord’s: Record keeping Handling of the associated complaint.
The complaint is about the landlord’s handling of: Reports of damp and mould in the property. The associated complaint.
The complaint is about 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: response to the resident’s concerns about the level of rent and the landlord’s governance structure in relation to rent; response to the resident’s reports of a roof leak and the resultant damp and mould; correspondence relating to a home improvement grant; complaints handling.
The complaint is about the landlord’s handling of: damp and mould in the property. damage to the lounge ceiling containing asbestos. damage to the garden fence and gate. a drainage and pipework problem outside the kitchen. the resident’s complaint.
The complaint is about the landlord’s handling of reports of draughts through the floor. This Service has also investigated the landlord’s complaint handling.
This complaint is about the landlord’s response to the resident’s concerns and complaint about its handling of: Her antisocial behaviour (ASB) reports. ASB counter-allegations about her. Her complaint.
The complaint is about the landlord’s handling of:
The landlord’s response to the resident’s request for reimbursement, for damage caused to his fitted wardrobe during repair works to the property. We have also considered the landlords handling of the associated complaint.
The resident’s complaint is about the landlord’s: Handling of repairs related to damp; Response to reports of pests; Handling of the associated complaint.
This complaint is about the landlord’s handling of the resident’s noise nuisance reports.
The complaint is about the landlord’s handling of the resident’s reports of cracks and subsidence in his property. The Ombudsman has decided to consider: The landlord’s record keeping. The landlord’s complaint handling.
The complaint concerns the landlord's handling of the resident's report of nuisance and rodent infestation resulting from overgrown nearby wildland and his next-door neighbour's garden. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord's handling of: Reports of antisocial behaviour (ASB). The associated complaint.
The complaint is regarding the landlord’s response to: the resident’s dissatisfaction with the duration of the landlord’s defect liability period, the resident’s reports of defects in the property.
The complaint is about the landlord’s handling of: Delays with occupational therapy assessments and adult social care. The adaptation to the kitchen doorway. The resident’s reports of a pest infestation. The resident’s reports of her property overheating. The associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of damage to the front door of the resident’s property and associated safety and safeguarding concerns. The landlord’s handling of the resident’s complaint.
The complaint is about is about the landlord’s handling of the resident’s report of noise.
This complaint is about the landlord’s: Response to the resident’s reports of mice. Response to the resident’s concerns around inadequate heating. Handling of carpet replacement works. Response to the resident’s requests for compensation due to lift outages. Response to the resident’s vulnerabilities, health, and welfare concerns. Complaint handling. Record keeping.
The complaint is about the landlord’s handling of repairs in the property.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of: The repair and replacement of the resident’s boiler and gas fire. The resident’s reports of mould and damp. The resident’s complaints about the conduct of their staff. The rent arrears on the resident’s account. The resident’s reports about the landlord’s unannounced visits …
The complaint is about the landlord’s response to the resident’s request to remove woodchip wallpaper from the living room ceiling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s: Temporary decant. Report of a burst water tank and associated repairs. Request for compensation for damaged possessions, loss of earnings and associated losses. Liability insurance claim.
The complaint is about the landlord’s:
The complaint is about the landlord’s handling of the resident’s reports of high temperatures in the property. The landlord’s handling of the complaint has also been considered.
The complaint is about the landlord’s handling of the resident’s: Report of a faulty boiler. The associated complaint.
The complaint is about the landlord’s handling of repairs in the property, including: Garden groundworks. Kitchen fire door. Window safety latch. Scaffolding. Damp and mould. The Ombudsman has also investigated the landlord’s: Record keeping. Handling of the complaint and the level of compensation offered.
The complaint is about the landlord’s handling of: repairs to the heating, hot water and ventilation systems in the property. the resident’s concerns about the condition of the property at the start of the tenancy. the associated complaint.
The complaint is about: The landlord’s handling of reports about its contractor’s method and level of contact with the resident in respect of a gas safety inspection. The landlord’s complaint handling.
The complaint is about the landlord’s response to: Reports of a smell of sewage in the property. Reports of issues with the heat interface unit and communal heating system. The resident’s associated billing queries. Reports of issues with the communal lighting. Reports of issues with the communal bin store. The …
The complaint is about the landlord’s response to: The resident’s concerns about staff conduct, including fraud and racism. The resident’s reports of repairs, including repairs to the heating system after it had been replaced and reports of damp and mould.
The complaint is about: The landlord’s handling of various repairs, including repairs to the roof and concerns around the location of scaffolding, dust from repair works and standard of works conducted within the property. The landlord’s handling of the resident’s reports of damage to his belongings. The landlord’s handling of …
The complaint is about the landlord’s response to the resident concerning: Damp and mould. Noise from a neighbour’s positive input ventilation system.
The complaint is about the landlord’s handling of the resident’s: Concerns about his service charge. Associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns regarding: Antisocial behaviour (ASB). Her information request relating to the infrastructure of the block/estate. Access to her medical records. A referral to mental health services. Staff conduct. The Ombudsman has also addressed the landlord’s record keeping.
The complaint is about: The landlords handling of the residents request for new bathroom fittings and flooring. The landlords handling of the residents reports of damp and mould. The landlords handling of the residents complaint including about staff conduct.
| 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 |