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 management and handling of: repairs to the downpipe and guttering causing a leak and damage in the property. damp and mould in the property. an infestation of pests. the resident’s complaints.
The complaint is about the landlord’s handling of: repairs to address water penetration from the roof; a compensation request for rental income loss due to incomplete roof repairs, and; the complaint made.
The complaint is about the landlord's decision to remove the hardwired lifeline.
The complaint is about the landlord’s response to the resident’s reports about antisocial behaviour (ASB).
The complaint is about the landlord’s management and handling of: a request to install a level access shower wet room in the property. the resident’s reports of outstanding repairs at the property. the resident’s reports of damp and mould in the outbuildings. the resident's formal complaints.
The complaint is about the landlord’s handling of its proposals to remove the resident’s garage and driveway as part of its regeneration scheme.
The complaint is about the landlord’s: response to the resident’s report of a fire safety incident; handling of the resident’s associated complaint.
The complaint is about the landlord’s: Response to reports of leaks at the property. Response to damp and mould at the property. Knowledge and information management. Complaint handling.
The complaint is about the landlord’s handling of the: kitchen flooring replacement works; and kitchen base units renewal works.
The complaint is about the landlord’s: response to the resident’s report of a leak; complaints handling.
The complaint is about the landlord’s handling of reports of a foul odour at the property. This Service has also considered the landlord’s: complaint handling. record keeping.
The complaint is about: The landlord’s response to the resident’s reports of anti social behaviour. The landlord’s decision to place the resident in a particular band under its allocations policy. The landlord’s handling of the complaint.
The complaint is about the landlord's response to the resident’s reports of repairs to her windows and front door.
The complaint is about:
The complaint is about: The landlord's handling of repairs to the resident’s solar panels. The landlord’s handling of the resident’s complaint about its disposal of her belongings, following a fire in the property.
This complaint is about the landlord’s response to the resident’s reports of disrepair to her bathroom and its handling of the installation of an electric shower.
The complaint is about the landlord's handling of repairs to the communal lift.
The complaint is about the landlord’s response to the resident’s concerns about a boundary fence.
The complaint is about the landlord's response to the delay in the sale of the resident’s property following his death.
The complaint concerns: The landlord’s decision to recharge the resident to repair the toilet in the property. The conduct of a staff member during the repairs process.
The complaint is about the landlord’s handling of the resident’s housing application.
The complaint is about the landlord’s: record keeping; handling of the resident’s reports of heating issues; handling of the resident's reports of window issues.
The landlord’s handling of the resident’s report of a rodent infestation. The associated complaint.
The complaint is about the landlord’s handling of reports of noise nuisance and antisocial behaviour (ASB) by his neighbour. The Ombudsman has also considered the landlord’s complaint handling.
The complaint concerns: The landlord’s handling of the replacement of the property’s front door. The associated formal complaint into the issue.
This is about the landlords handling of: Roof leaks. Damp and mould at the resident’s property. The associated complaint. Record keeping.
The complaint is about: The landlord's response to the resident's concerns about a staff member’s conduct during a fire-safety drill. The landlord's handling of the associated complaint.
This complaint is about the landlord’s handling of: The resident’s reports of defective windows and doors, and the resulting cold temperature in his property. The resident’s reports of problems with his kitchen, including: the kitchen being unsuitable for his needs; items in the kitchen having sharp edges, which he said …
The complaint is about: The condition of the property the resident mutually exchanged into. The landlord’s handling of remedial repairs. The landlord’s handling of decanting the resident’s family during works. The landlord’s complaint handling.
The complaint is about the landlord's handling of repairs to the centralised control system for the internal extractor fans.
The complaint is about the landlord's response to the resident’s: Reports of damp and mould as well as cracks in the walls of the property. Request for a permanent decant.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The complaint is about: The landlord’s response to the resident’s reports concerning the condition of the kitchen at the property. The landlord’s response to resident’s request for the kitchen at the property to be replaced. The Ombudsman has also considered the landlord’s complaints handling.
The landlord’s handling of repairs to the kitchen following a leak in the bathroom. The landlord’s complaint handling has also been investigated including the resident’s request for compensation.
The complaint is about the landlord’s response to the resident’s: Reports of a repair to the adjacent building. The related complaint handling. Objections to service charges relating to the repair.
The complaint is about the landlord’s: response to the resident’s concerns about his personal possessions following a fire at his property; complaints handling.
The complaint is about: The landlord’s handling of the resident’s reports of fly-tipping and its use of CCTV. The resident’s reports that he had not received a breakdown of service charges. The landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s concerns about the service charge account; and The landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs required to various parts of the property, partly due to water damage. Reports of damage to the wooden floor of the property. Formal Complaint.
The complaint is about the landlord’s:
The complaint is about: The landlord’s handling of reports of anti-social behaviour. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of a leak, damage to the property and subsequent request for a decant. Related complaint.
This complaint is about the landlord’s handling of: The resident’s management move, The associated complaint.
The complaint is about: The landlord's handling of the replacement of the resident's windows. The landlord's complaint handling.
The complaint is about the landlord’s handling of: cyclical repairs to the windows and external doors on the estate; and the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) and request for compensation.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) as well as the formal complaint.
The complaint is about the landlord's handling of the resident's reports of rodent infestation.
The complaint is about the landlord’s: response to the resident’s concerns regarding cyclical works. complaint handling.
The complaint is about the landlord’s response to the resident’s: request to install fencing around the boundary of her front garden. reasonable adjustment request to increase the height of the fencing around the boundary of her front garden.
| 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 |