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 reports about: Outstanding repairs to the kitchen units. The replacement bath and taps. Repairs to the glass in the rear door. Missed appointments. Staff conduct, accusation of lying, and being in breach of the tenancy agreement. Associated formal complaint.
The complaint is about: The landlord's response to a reported leak. The landlord’s handling of the resident’s report of damage caused to her property by the leak. The Ombudsman has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of defects in a new build property and specifically: issues with the resident’s bathroom taps, bath, gas hob and radiators. issues with the resident’s gate, front door, and kitchen cupboards. the landlord’s communication with the resident including her request for compensation.
The complaint is about the landlord’s handling of building noise reported by the resident. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: response to the resident’s concerns regarding the allocation and size of parking spaces; handling of the resident’s complaints concerning maintenance and refurbishment works.
The complaint is about the landlord’s handling of: The resident’s reports of alleged antisocial behaviour (ASB) from her neighbour. The resident’s concerns about the condition of her property. The landlord’s complaint handling has also been investigated.
The complaint is regarding the landlord’s: Handling of repairs to heating and hot water in the property. Communication in relation to an energy meter fault following changes to the heating system in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Requests for a refurbished bathroom. Reports of antisocial behaviour (ASB) and noise nuisance from a neighbouring property.
The complaint is about the landlord’s handling of the resident’s: reports of damp mould; reports of repairs, concerns regarding its forced entry into her property , and associated record keeping; associated complaint.
The complaint is about the landlord's handling of: leaks in the property. repairs to a concrete pathway, fence, windows and external doors. the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s queries about a service charge, and paying for a service that was not being provided. The Ombudsman has also considered the landlord’s: Complaint handling. Knowledge and information management.
The complaint is about the landlord’s handling of a leak in the resident’s property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord's handling of the resident’s request for a new bathroom and bathroom repairs to be carried out. The Ombudsman has also considered the landlord’s: complaint handling. knowledge and information management.
The complaint is about the landlord’s handling of recharges at the end of the resident’s tenancy. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The landlord's handling of allegations of antisocial behaviour (ASB) made against the resident. The landlord’s handling of the resident’s reports of ASB about a neighbour.
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 handling of the complaint.
The complaint is about the landlord’s handling of: A boiler repair. The resident’s reports of recurrent damp and mould. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s fire exit door. The resident’s request for anti-climb paint to be installed on the gas pipe outside the property. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Handling of reports of anti-social behaviour (ASB). Response to the resident’s complaint about staff conduct. Handling of the formal complaint.
The complaint is about: The condition of the property when it was let to the resident. The landlord's handling of various subsequent repairs. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of repairs relating to water ingress. The landlord’s handling of the complaint.
The complaint is about the landlord’s: Response to reports of a broken window and the handling of subsequent repairs. Complaint handling.
The complaint is about: The landlord’s response following a leak affecting the resident’s property. The landlord’s response to the resident’s reports of damages to her personal belongings following the leak. The landlord’s response to the resident’s concerns about her belongings being moved from the hotel she was decanted to.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks during and after roofing works. Complaint.
The complaint is about the landlord’s handling of: The resident’s request to transfer the tenancy into her name. The resident’s request to book repairs. The resident’s reports of concerns of the conduct of a member of staff. The management of the rent account.
The resident’s complaint is about the landlord’s handling of: Financial incentives offered during the sales process for the property. Snagging issues with the property and block. His complaint.
The resident has complained about the landlord’s handling of: Major works to renew the district heating system and install smart meters, together with the works required to rectify issues with the smart meters. Reports that the communal electricity bills do not reflect actual usage. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of repairs, in particular: Kitchen units. Cracks in the walls and ceilings. Floorboards. Garden. The resident’s concerns about its temporary construction site. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of repairs to the boiler. The level of compensation offered in response to the complaint. This service has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports about the condition of the property at the start of the tenancy. The resident’s concerns about asbestos at the property. The associated formal complaint.
The complaint is about the landlord’s handling of the resident’s: Concerns about not being consulted prior to introducing alternative parking enforcement on the estate. Associated formal complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s door and window. The condition of the boiler when the resident started her tenancy. The resident’s concerns about asbestos at the property. The associated formal complaint.
The complaint is about the landlord’s: handling of repairs to external doors response to leaks and damage caused by leaks. The Ombudsman has also decided to investigate the landlord’s complaint handling.
The complaint is about: The landlord’s handling of roof repairs. The landlord’s complaint handling.
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 compensation for the damage caused to his possessions. The landlord’s handling of the resident’s request for support with his rehousing application. The landlord’s handling of the resident’s …
The complaint is about the landlord’s: Handling of the sale of the resident’s interest in the property. Response to the resident’s reports of financial difficulties. Handling of the resident’s buy back request. Handling of the resident’s complaint. This service has also investigated the landlord’s knowledge and information management.
This complaint is about the landlord’s handling of: Reports of anti-social behaviour (ASB). Reports of damage to the balcony floor.
This complaint is about the landlord’s: Response to the resident’s concerns about leaks, damp and mould; Complaint handling. The Ombudsman also considered the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s request for replacement windows.
The complaint is about the landlord’s: Communication about damp, mould, and condensation during the resident’s mutual exchange. Handling of repairs following the mutual exchange including damp and mould.
The complaint is about: The landlord’s handling of leaks, damp, and mould at the resident’s property. The landlord’s handling of the resident’s decant from her property. The landlord’s complaint handling.
This complaint is about the landlord’s: Handling of repairs at the resident’s property. The level of compensation offered.
The complaint is about the landlord’s handling of the resident’s reports about multiple outstanding repairs.
The resident’s complaint is about the landlord’s handling of: the replacement bedroom flooring; the complaint, including compensation offered.
This complaint is about the landlord’s handling of: The resident’s reports of repair to the shower seat in her adapted bathroom. The resident’s concerns about the conduct of an operative and a member of its staff. The associated complaint.
The leaseholder’s complaint is about the landlord’s handling of: A loss of heating to the property. His formal complaint.
The complaint is about the landlord’s: Response to the works required in the resident’s bathroom. Complaint handling.
The landlord’s response to the resident’s reports of outstanding defects to the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s communication with the resident following damage to the property caused by flooding. The landlord’s response to the resident’s request to be reimbursed for damage caused to her personal belongings. The associated complaint handling.
The complaint is about the landlord’s handling of repairs to the resident’s roof and guttering, including delayed appointments and damages caused to the resident’s property. The landlord’s complaint handling has also been investigated.
| 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 |