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 removal of asbestos flooring in the property. Repairs to the kitchen flooring and electrical sockets. Repairs to a leak in the bathroom. Reports of mould in the bathroom. Repairs to a leak and floors in a bedroom. Reports of leaking windows …
The complaint is about the landlord’s: response to the resident’s reports about: damp and mould; bedbugs; complaints handling.
The complaint is about the landlord’s handling of repairs. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of a leak into the property.
The complaint is about the landlord’s response to the resident’s reports of a leaking roof. The Ombudsman has also considered the landlord’s complaints handling.
The complaint concerns: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbours. The landlord’s handling of damp and mould at her previous property.
The complaint is about the landlord’s response to the resident’s reports and complaints about mould, an extractor fan, lack of heating, and repairs to a window.
The complaint is about the landlord’s: Response to the resident’s requests for service charge information. Handling of the resident’s request for repairs to an external water pump controller. Complaint handling.
The complaint is about the landlord’s: Handling of the resident’s transfer request to an accessible property. Handling of the resident’s request for a bathroom upgrade. Complaint handling.
The complaint is about: The landlords handling of the residents reports of anti-social behaviour (ASB) from her next-door neighbour. The landlords contact restrictions imposed on the resident by the landlord.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak into the property and subsequent damp and mould. Associated formal complaint.
The complaint is about the landlord's handling of: Reports of leaks and the associated repairs. The complaint.
The complaint is about the landlord’s handling of: Repairs to the external lighting on the estate. The resident’s associated complaint.
The complaint is about the landlord’s response to the resident’s reports about cold and a request for insulation in her bedroom. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: request to keep an assistance dog at her property; reports of a leak and damp and mould at her property; reports of repair issues in her property; associated complaint
The complaint is about the landlord’s response to the resident’s reports of a leak from the mechanical ventilation with heat recovery unit (MVHR) and associated damp and mould. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s: Handling of reports of leaks at the property. Handling of reports of damp and mould at the property. Response to reports of issues with internal doors, windows and kitchen. Complaint handling.
This complaint is about the landlord’s handling of the resident’s antisocial behaviour (ASB) reports.
The complaint concerns the landlord’s handling of the resident’s concerns about outstanding repairs to his doors and fence. This report has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of repairs and damp and mould in the resident’s property, and its handling of the associated complaint.
The complaint is about the landlord’s consultation with the resident relating to: A change in service delivery partner. Cyclical external painting works.
The complaint is about the landlord’s: handling of the resident’s reports that his parking space was being used by others and associated antisocial behaviour (ASB). complaint handling.
The complaint is about the landlords handling of the resident’s reports of: Repairs in the bathroom and her request for further works . Rubbish and overgrown weeds in the communal alleyway . The Ombudsman will also investigate the landlord's complaints handling.
The complaint is about the landlord’s handling of the resident’s shared ownership property sale during a period that she reported domestic abuse.
The complaint is about the landlord’s handling of the resident’s reports concerning: a neighbour committing benefit fraud. a neighbour running a business from their home. noise nuisance and antisocial behaviour (ASB). access to, and items left in a shared alleyway. The Ombudsman has also investigated the resident’s complaint.
The resident’s complaint concerns the landlord’s handling of repairs following water ingress from the roof. This report has also considered the landlord’s complaints handling.
The resident’s complaint is about the following: The landlord’s handling of his reports of misinformation about his rent payments and the possibility of it being deducted from his benefits. The landlord’s handling of his reports about a key safe removal without prior notice.
The complaint is about the landlord’s handling of the resident’s reports of: The condition of the property when let. Repairs to the balcony door and glass. The associated complaint.
The complaint is about the landlord's handling of the resident’s request for an urgent transfer and the landlord’s assessment of the resident’s housing need. The Ombudsman has also considered:
The complaint is about: The landlord’s handling of repairs to the back door and laminate flooring in the property. The landlord’s complaint handling.
The complaint is about the landlord’s response to reports of: Damp and mould in the property. Disrepair in the property. The Ombudsman has also considered the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s: Handling of reports of roof leaks, major works, and reports that the property was not fit to let at the start of the tenancy. Complaint handling.
The complaint is about the landlord’s handling of: The condition of a property at the start of the tenancy. The adequacy of the heating and hot water system in the property. A request for a wash hand basin in the downstairs toilet. The Ombudsman has also considered the landlord’s complaint …
The complaint is about the landlord’s response to the resident’s request for a replacement tap. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to: The resident’s 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 and the associated remedial repairs. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs to: The toilet. The window vents. The French doors. Request for the secondary front door to be replaced. Complaint and the level of redress offered.
The complaint is about the landlord’s handling of: Reports of leaks at the property. Damp and mould at the property. Complaint handling and record keeping.
This complaint is about the landlord’s: Response to various disrepair issues in the property and the resident’s related concerns about the conduct of its operatives. Complaint handling.
The complaint is about: the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise nuisance. the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of lack of heating and hot water in the property. The resident’s reports of damp and mould in the property. The resident’s reports of disrepair to his property and associated remedial repairs. The landlord’s complaint handling has also been …
The complaint is about the landlord’s response to reports of disrepair to communal steps leading up to the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of a damaged fence. Complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of anti-social behaviour (ASB). Response to the resident’s requests for a more secure front door and soundproofing.
The complaint is about the landlord’s response to the resident’s requests for: A replacement kitchen. A replacement bathroom. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of the neighbours’ inconsiderate parking. Reports of the neighbours’ dog being let out without a lead. Concerns for the welfare of the neighbours’ cats and dog, and the nuisance they were causing. Reports of anti-social behaviour (ASB) caused by …
This complaint is about the landlord’s handling of the resident’s requests for soundproofing in her property.
The complaint is about: The landlord’s handling of pest control reports and associated works. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s reports of leaks. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of heating repairs.
| 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 |