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 response to: The resident’s reports of repairs to address drainage concerns in the property. The resident’s reports of repairs to address damp and mould in the property. The resident’s reports of repairs to the skirting boards and decorating works in the property. The resident’s …
The complaint is about: The suitability of temporary accommodation offered by the landlord and its management of the resident’s homelessness application. The landlord’s handling of repairs at the property. The landlord’s management of the tenancy, including his reports of being at risk.
The complaint is about the landlord’s handling of the resident’s prospective purchase of a shared ownership property.
The complaint is about: The landlord’s handling of the resident’s report of a leak. The landlord’s handling of the resident’s request to be decanted. The landlord’s response to the resident’s request for matching kitchen units. The landlord’s response to the resident’s request to remove the asbestos floor tiles. The landlord’s …
The complaint is about: The landlord’s handling of a decant following a fire at the resident’s property, including the resident’s reports that her new property did not meet her disability needs. The landlords handling of the resident’s concerns about items damaged in the fire. The Ombudsman has also considered the …
The complaint is about the landlord’s handling of roof repairs, condensation and cold.
The complaint is about the landlord's handling of the resident's reports of noise nuisance from a neighbour.
The complaint is about the landlord’s decision not to insulate the resident’s property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of and response to: requests for a housing transfer. a planned kitchen refurbishment. reports of repairs to the bathroom and shower. The Ombudsman has also considered the landlord’s complaint handling and record keeping.
The resident’s complaint is about the landlord’s handling of: A repair to her kitchen tap. An altercation between her and its operative. Her formal complaint.
The complaint is about the landlord’s handling of the resident’s reports of repairs, in particular: The shower room. The Doors. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of her electric tripping.
The complaint is regarding the landlord’s handling of: the resident’s decant into temporary accommodation. outstanding repairs including leaks, damp, and mould. the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould. Overgrown trees affecting the property. The associated complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks and the associated damp and mould. Associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of a leak and request for compensation. The landlord’s handling of the resident’s report of no heating or hot water. The landlord’s response to the resident’s reports of unlawful occupation and noise nuisance from a neighbouring flat. The landlord’s …
The complaint is about the landlord’s decision not to upgrade the resident’s bathroom ceiling following installation of a ground level shower and wet room.
The complaint is about the landlord’s handling of the resident’s report of ongoing noise. 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). The landlord’s handling of 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 reports of anti-social behaviour (ASB). The complaint.
The complaint is about the landlord’s handling of reports of subsidence. The landlord’s record keeping has been investigated. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs. Reports of antisocial behaviour (ASB). Concerns about fire safety within the building. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks and the associated damp and mould. Associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s response to the resident’s request to be rehoused. The landlord’s complaint handling. The Ombudsman has also assessed the landlord’s record keeping.
The complaint is about: The landlord’s handling of the resident’s request for a higher banding for medical reasons. The landlord’s complaint handling. This Service has also considered the landlord’s record keeping.
REPORT COMPLAINT 202303389 Stonewater Limited 15 March 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 resident’s complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of flooding in the basement and the associated damp and mould. Reports of repairs to the kitchen. Associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour (ASB) and noise nuisance. The landlord’s response to the resident’s complaint.
This complaint is about the landlord’s handling of the resident’s: Reports about outstanding repairs in her property. Reports about damp and mould in her property. The associated complaint.
The complaint is about the landlord’s: Handling of repairs at the property. Complaint handling.
The complaint is about the landlord’s handling of: Repairs to the boiler. The resident’s complaint.
The complaint is about the landlord’s response to the resident’s concerns of its staff member’s conduct regarding allegations made against him.
The complaint is about the landlord’s handling of: The resident’s reports about damp and mould. The complaint.
The complaint is about the landlord’s response to the resident’s concerns about the condition of the property at the start of the tenancy and subsequent repairs.
The complaint is about the landlord’s: Handling of repairs to the property, including to address damp and mould. Handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s request for a request for a bathroom upgrade.
The complaint is about the landlord’s handling of the resident's concerns of repairs required to the front and rear doors of the property, following break-ins. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Request for an EWS1 form. Request for it to buy back his property. Reports regarding the level of natural light in his property. Concerns about scaffolding. Reports of outstanding communal repairs. Concerns about a change to its pet policy. Concerns …
The complaint is about the landlord’s handling of the remedial works to the property following a flood.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks into the property. Associated formal complaint.
The complaint is about the landlord’s handling of: reports of staff conduct/racial discrimination; the resident’s complaint.
The complaint is about the landlord's handling of the resident’s reports of unsatisfactory ground maintenance.
The complaint is about the landlord's response to the resident’s concerns regarding the patio door.
The complaint is about the landlord’s handling of a windows repair. The Ombudsman has also considered the landlord’s: Record keeping. Complaint handling.
The complaint is about the landlord’s handling of and response to: the resident’s reports of antisocial behaviour (ASB). the resident's installation of CCTV cameras. the resident’s management transfer application. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the ceiling. 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) and harassment from her neighbours.
The complaint is about the landlord's handling of reports of repairs issues, and damp and mould. The Ombudsman has also considered the landlord’s: Complaints handling. Record keeping.
REPORT COMPLAINT 202227785 Tower Hamlets Homes 13 March 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. […]
| 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 |