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 damp and mould throughout the property. Handling of the resident's reports of a leaking WC. This report also considers the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of ongoing leaks in the property. Outstanding repairs in the property caused by the leaks. The resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s reports of floods and concerns about drainage. The resident’s concerns about electrical faults. The resident’s complaints.
The complaint is about the landlord’s handling of: Overgrown trees located at the front and rear of the resident’s property. A leak at the property. The replacement of the resident’s kitchen. The associated complaint.
The complaint concerns the landlord’s handling of: Repairs to the property following flooding. Flood payments made to the resident. Removal of bathroom fittings. The subsequent complaint. Access to undertake fire and smoke alarm checks.
This is about the landlord’s response to the resident’s reports of: Communal repairs. A notice put up by a member of the landlord’s staff. Antisocial behaviour (ASB).
REPORT COMPLAINT 202127594 Optivo (now Southern Housing) 29 November 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
The complaint concerns the following: The support provided to the resident as part of the licence agreement. The landlord’s response to the resident’s reports about staff behaviour. The landlord’s response to the resident’s anti-social behaviour reports. The landlord’s decision to permanently ban the resident’s partner from visiting the scheme. The …
The complaint is about the landlord’s response to the resident’s reports of: Outstanding ‘void’ repairs at the property (pre-occupancy). Poor workmanship related to the installation of a new kitchen. An unfulfilled subject access request (SAR). Outstanding repairs at the property which it had assessed in March 2021. This report also …
The complaint is about: The landlord’s handling of the resident’s reports of a broken window, a seized hot water tap, and that her kitchen was in a state of disrepair. The landlord’s handling of the resident’s reports that the main entrance door to the block of flats was insecure and …
The complaint is about the landlord’s: Response to the resident’s reports of water ingress from her roof and resulting damage to her ceiling, damp and mould. Handling of the resident’s reports of a faulty oven. Response to the resident’s report that she had experienced racism from its staff. Complaint handling.
The complaint is about the landlord’s response to the residents reports about: antisocial behaviour. a leak at an upstairs property a neighbour’s subletting. We have also investigated the landlord’s complaint handling.
This complaint is about the landlord’s handling of reports of antisocial behaviour in the resident’s neighbourhood. We have also decided to consider the landlord’s complaint handling as part of this report.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The ASB reports made about the resident. The complaint. The Ombudsman has also considered the landlord’s record keeping.
The complaint was about: The landlord's response to the resident’s concerns about the use of a stair lift in the property. The landlord's response to the resident’s concerns about emergency fire escape lighting being left on permanently. The landlord's response to the resident’s reports that a member of staff had …
The complaint is about the landlord’s handling of the resident’s reports of damp and mould, and subsequent claim for compensation. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202212102 Derby City Council 17 October 2023 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. […]
The complaint is about the landlord's handling of the resident's concerns about works following a mutual exchange. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s reports of water ingress at his property. The Ombudsman has also considered the landlord’s handling of the associated complaint.
This complaint is about the landlord’s: Responses to the resident’s concerns about the cost of running his electric shower. Handling of repairs to the resident’s radiators, boiler, and toilet, and a bathroom leak. Response to the resident’s service complaint about a repair operative. Complaint handling.
The complaint is about the increase of service charges. The landlord’s handling of the resident’s request for information about their service charges.
This complaint is about the landlord’s handling of: Water leaks into the resident’s flat. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s reports of leaking taps. The decant process. The associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) about a neighbour, following issue of tenancy warnings. The landlord’s complaint handling.
The complaint is about the landlord’s: Handling of reports of a faulty smoke ventilation system. Handling of reports of a faulty relay system. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Anti social behaviour (ASB). Noise nuisance. The Ombudsman will also consider the landlord’s handling of the resident’s related complaint.
The complaint is about the landlord’s: Handling of the resident’s reports concerning antisocial behaviour. Complaint handling.
The complaint is about the landlord's handling of reports of antisocial behaviour (ASB) about a neighbour, and its response to counter reports received about the resident. The Ombudsman has also considered the landlord’s complaint handling and record keeping.
REPORT COMPLAINT 202223139 Wandle Housing Association Limited 28 November 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
This complaint is about the landlords handling of the resident’s reports of: Anti-social behaviour (ASB). The neighbour’s caravan. The neighbours CCTV. Parking issues. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s request for it to replace flooring in her bathroom. The resident’s request for her bathroom to be renewed. The resident’s reports of anti-social behaviour (ASB). The resident’s transfer request. The associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about: Missing belongings from her previous property following an emergency transfer and related staff conduct. Its refusal to replace a blind at her current property. Complaints handling.
The complaint is about the landlord’s response to: The resident’s reports of outstanding repairs in the property. The resident’s reports of antisocial behaviour (ASB) about her neighbour. Reports of ASB it received about the resident. The resident’s request to be rehoused. The resident’s MP about her housing circumstances. This report …
The complaint is about the landlord’s handling of: The condition of the property when it was let. The resident’s report of repairs to the ceilings as well as damp and mould.
The complaint is about the landlord’s communication in relation to the resident’s fire safety concerns within the building. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of: The resident’s report of leaks, blockages, and drainage issues Repairs to the boiler. Damp and mould in the bathroom. The complaint.
The complaint is about the landlord’s handling of the resident's: Requests for major works information. Concerns about workmanship quality.
The complaint is about the landlord’s handling of the resident’s: Reports of noise by her neighbours and antisocial behaviour (ASB). Request to install CCTV in the communal kitchen. Request to move to another room. Associated formal complaint.
The complaint is about the landlord’s handling of: The residents reports of water ingress into the property. The associated remedial works. This Service has also considered the landlord’s complaint handling.
The complaint concerns: The resident’s allegation that his share in the property was mis-sold due to the defect. The landlord’s handling of remedial works and the resident’s temporary move into alternative accommodation. The landlord’s handling of the associated complaint.
This complaint is about the landlord’s: Response to the resident’s reports of missing window keys. Complaint handling.
The complaint is about: The landlord’s handling of the condition of the resident’s new home. The landlord's refusal to carry out work to the bathroom. The Ombudsman has also considered the landlord’s complaint handling in this case.
The complaint is about the landlord’s handling of the resident’s reports of: its subcontractor removing and disposing of her furniture and personal belongings; repairs. The Ombudsman has also considered the landlord’s: complaint handling; record keeping.
The complaint is about the landlord’s: Response to the resident’s reports about service charges, including administration, provision of services and repairs. Communication in relation to the service charge. Handling of repairs to the resident’s windows.
The complaint is about the landlord’s response to the resident’s privacy concerns and his request that it increase the height of the boundary fence.
The complaint is about the landlord’s response to the resident’s reports of damp and mould and the associated repairs.
This complaint is about the landlord’s handling of: The resident’s enquiries about her service charge. A repair to the resident’s shower. The resident’s complaint and its decision to retract an offer of extra compensation in relation to a broken vase.
The complaint is about: the condition of the property when let; the landlord’s handling of repairs after the resident moved into the property, and; the provision of information about asbestos in the property.
The complaint is about the landlord’s response to the resident’s: Request to have a full refund of surplus water charges which was billed in error. Associated complaint.
The complaint is about: The landlord’s handling of repairs to the resident’s fence. Information provided by the landlord in relation to responsibility for fence repairs. The Ombudsman has also considered the landlord’s 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 | 3,023 | 247 | 272 |
| 2025 | 4,476 | 513 | 709 |
| 2026 | 1,636 | 211 | 238 |