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 of: Repair issues in the property, including damp and mould. A mice infestation in the property. Overcrowding and her concerns about the landlord’s transfer list. The landlord’s handling of the complaint has also been considered.
The complaint is about the landlord’s handling of: Repairs to the bathroom, kitchen, plastering and intercom. The associated complaint and request for compensation.
The complaint is about: The landlord’s handling of reports of an overhanging tree blocking the communal light sensor. The associated complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of a leak. The landlord’s complaint handling.
This complaint is about the landlord’s handling of: The resident’s concerns about the condition of the bathroom walls and the quality of a repair. The resident’s request for reimbursement of costs for repair work she had undertaken. The associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of a pest infestation within the property. Request to be rehoused. Reports that the landlord’s communication was poor. Request for a compensation payment of £96,814.99 Subject Access Request. Disputed tenancy start date in 2014 and the signing of 2 …
This complaint is about the landlord’s: Handling of various energy efficiency works to the property; Response to the resident’s reports of damp and mould; Complaint handling.
The complaint is about the landlord’s handling of: 2 leaks at the resident’s property which resulted in damp and mould in the bathroom, kitchen and one of the bedrooms. Repair works to the bathroom door, shower rail, bath panels and light in the bathroom. The associated complaint.
The complaint is about the landlord’s handling of: Leaks in the property and damage to the resident’s carpet. Reports of damp and mould in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlords handling of Water ingress to the property. Communication about the complaint.
The complaint is about the landlord’s handling of: The resident’s concerns about the communal lighting being connected to her energy supply. The associated complaint.
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 complaint handling.
The complaint is about the landlord’s response to the resident’s: reports of an intermittent heating and hot water supply within her property. request for it to refit laminate flooring within the hallway of her property. associated complaint.
The complaint is about the landlord’s handling of the resident’s request for: Quarterly rent statements. Her account to be reviewed for fraudulent activity. The Ombudsman has also looked at the landlord’s complaint handling.
The complaint is about: The landlord’s handling of, and communication about resident’s reports of substandard works to his garden. The resident’s reports of discrimination.
The complaint is about the landlord’s response to the resident’s: request for a fence in the communal area. reports of noise and anti-social behaviour (ASB) in the communal area. report of a leaking pipe.
The complaint is about the landlord’s handling of an interruption to its provision of communal laundry facilities during major work. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The resident’s report that the landlord provided him with inaccurate information prior to purchasing the property in relation to: Access to the roof terrace. The kitchen worktop. The landlord’s: Response to the resident’s concerns about differences in the standard of entrance halls across tenures. Administration of …
The complaint is about the landlord’s: Handling of asbestos related repairs at the property. Handling of the resident’s request for a permanent decant, not a temporary one. Handling of the complaint. The Ombudsman has also investigated the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Concerns about leaks, damp and mould, and the associated repairs. Request to move the radiators in the property. 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 reports of defects to the plasterboard. The grounds maintenance service charges which were applied to the resident’s account. The landlord’s handling of the resident’s request for compensation for damage …
The complaint is about the landlord’s handing of the resident’s rent account, and the resulting legal action due to rent arrears.
The complaint is about the landlord’s handling of the resident’s: Reports of water damage to the kitchen ceiling. Reports of damage to the bathroom ceiling from a leak. Request for a new kitchen.
The complaint is about the landlord’s: Response to the resident’s concerns about changes made to the Memorandum of Staircasing (MOS) by the landlord’s solicitor prior to the sale of the property. Decision not to refund the resident’s £13,500 sinking fund contribution following changes made to the MOS by its solicitor …
The complaint is about the landlord’s handling of the resident’s: Request for repairs to remedy leaks, damp and mould in the bathroom. Decant while works were completed and its decision to terminate the temporary accommodation. Request for additional funds. Reports of gutter repairs and damp on the external wall. Reports …
The complaint is about the landlord’s response to: Reports of repairs to a decant property. The resident’s concerns about the length of time he was decanted. Complaint handling.
The complaint is about the landlord’s response to the resident’s report of anti-social behaviour (ASB) in the form of noise from another property.
The complaint is about the landlord’s handling of the resident’s reports of damage to the perimeter wall. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of no gas supply in the property to enable the resident to use her cooker. Reported damage to the resident’s furniture during the move to her current property. Reported repairs including damaged kitchen cupboards and worktops and a damaged …
The complaint is about the landlord's response to the resident’s request for a parking space. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s request for boundary fencing to be reinstated.
The complaint is about the landlord’s handling of: the resident’s succession requests following reports of antisocial behaviour (ASB) at their property. the resident's concerns about staff conduct, when discussing their mental health.
This complaint is about the landlord’s handling of: Kitchen and bathroom repairs. The associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of cracks in his property and the communal areas. Concerns about the structural integrity of major components within the building. 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 standard of cleaning in the communal areas. The Ombudsman has also investigated the landlord's complaint handling.
The complaint is about: The landlord’s handling of repairs. The landlord’s response to the resident’s request for adaptations. The landlord’s response to the resident’s request for reasonable adjustments. How the landlord responded to the resident’s concerns about the Tenancy Management Organisation (TMO) and the landlord’s monitoring. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about the suitability of her kitchen. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of: reports of noise nuisance and antisocial behaviour (ASB); reports of poor communal grounds maintenance; the resident’s rehousing request; the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. Works to insulate the porch area.
The complaint is about the landlord’s handling of: Reports of an ongoing leak. The resident’s complaint. The investigation also considers the landlord’s: Communication with the resident. Record keeping.
The complaint is about the landlord’s handling of: the repairs at the property; the resident’s request for a shower that meets her medical needs; the associated complaint.
The complaint is about the landlord’s handling of: The resident’s requests for it to remove and reimburse her service charges for water storage tanks. The resident’s requests for it to restore her independent mains water supply. Its complaint handling.
The complaint is about the landlord’s handling of the resident’s requests for it to: Maintain the grass in his front garden. Maintain or cut back the trees overhanging his property. Increase the visibility of its staff in the vicinity of his property.
The complaint is about the landlord’s response to replace an internal door. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of toilet and kitchen adaptations and repairs at the resident’s property. The landlord’s complaint handling and communication.
The complaint is about delays in the landlord installing a fan in the bathroom. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the resident’s reports concerning the landlord’s handling of: Repairs required at the property including cracks in the walls and ceilings, asbestos removal works required at the property and reported snagging issues in relation to flooring, skirting boards, the bath panel, gaps around the doorstep and skirting, …
The complaint is about the landlord’s handling of the resident’s request to succeed to her mother’s tenancy.
The complaint is about; The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The associated complaint handling.
| 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 |