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 residents reports of repairs required at the property. Response to the resident’s reports of damp and mould at the property. Response to the resident’s request to be rehoused. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of repairs required at the property. Response to the resident’s request to be rehoused. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports about antisocial behaviour (ASB) and harassment; Rehousing application; Request for its officers to resign.
The resident complains about: The landlord’s response to reports of a pest infestation (sewer flies). The landlord’s handling of the resident’s request to be rehoused. The Ombudsman has also investigated the landlord’s complaint handling.
This complaint is about the landlord’s: response to the resident’s concerns about its handling of major works; complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of structural issues at the property. The associated complaint.
The complaint is about: The condition of the property when the resident’s tenancy began. The communications from the landlord on how to move home during the pandemic. The landlord’s complaints handling.
The complaint is about the landlord’s: Handling of repairs at the property. Response to the resident’s reports of damp and mould at the property. Complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould. The landlord’s handling of repairs required to the front door. The landlord’s complaint handling. The landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s reports of bird faeces at the entrance of the building.
The complaint is about the landlord’s: Decision to end the resident’s licence. Handling of the resident’s previous compensation payment. Handling of the resident’s report of having been assaulted by the landlord’s staff. Handling of the resident’s report of antisocial behaviour. Record keeping.
The complaint is about the landlord’s: Response to the resident’s concerns about his address. Handling of direct offers of accommodation to the resident. Complaint handling.
REPORT COMPLAINT 202200114 Peabody Trust 15 August 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. This […]
The complaint is about the landlord's handling of the resident’s kitchen repairs.
This complaint is about the landlord’s decision not to renew the resident’s kitchen and bathroom.
The complaint is about: The landlord’s handling of the resident’s property boundary dispute and her reports of fly-tipping. The landlord’s complaint handling.
The complaint is about the landlord's handling of the resident’s request to: Install solar panels at the property. Move to a property that had solar panels or a property where he would be allowed to install solar panels.
The complaint is about the landlord's handling of the resident’s: Decants from the property between April 2021 and June 2021 and January 2022 and February 2022; Request for it to reimburse her for the costs incurred during the decants from the property; Reports about an ongoing rat infestation in the …
The complaint is about: the landlord’s response to the resident’s concerns that the neighbours’ camera doorbells resulted in a loss of privacy for himself and his family, and; complaint handling and the amount of compensation offered.
The complaint is about the landlord’s handling of: Leaks in the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of repairs from the start of the tenancy. This report also examines the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s: concerns about the price of their energy bills, following the installation of a new boiler. request for a replacement boiler. request to be moved from their property. associated complaint.
This complaint is about the landlord’s: Communication about increased service charges. Increase of emergency lighting maintenance costs. Complaint handling.
The complaint is about the landlord’s handling of the resident’s right to acquire application.
The complaint concerns the landlord’s handling of the resident’s: Reports of damp and mould within the property. Request for a priority move to alternative housing. Related complaint.
The complaint is about the landlord’s handling of the resident’s: Request for a copy of an EWS1, External Wall System fire review certificate. Request to provide evidence of fire safety. Complaint.
The complaint is about: the landlord’s handling the resident’s reports of leaks, damp and mould at the property; the landlord’s response to the resident’s reports of damage to her belongings and flooring because of the leak, damp, mould and associated repairs. This investigation also considers the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Improvement works in the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
REPORT COMPLAINT 202218635 Brighton and Hove City Council 11 August 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 complaint is regarding the landlord’s handling of reported leaks affecting the resident’s property.
The complaint is about the landlord’s handling of the resident’s reports of leaks, damp and mould in her bathroom and kitchen. The Ombudsman has also considered the landlord’s complaint handling and record keeping as part of the assessment.
The complaint is about the landlord’s handling of: The concerns raised by the resident about the safety and condition of the property when she moved in via a mutual exchange. The associated complaint
The complaint is about: The landlord's handling of the resident’s concerns about rehousing. The condition of the resident’s new home and ongoing repair issues. The landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s concerns regarding subsidence and the request for a full structural survey to be completed.
The complaint is about: The landlord’s handling of repairs to the communal lift. The landlord’s subsequent complaint handling.
The complaint is about: The landlord’s response to the resident’s reports about leaking and drafty windows causing damp and mould in the property. The landlord’s response to the resident’s request for a management move.
The complaint is about the landlord’s: handling of requests for repairs to the porch; handling of requests for repairs to the garden path, and; response to requests it make reasonable adjustments when arranging repairs appointments. The Ombudsman has decided to consider the landlord's complaint handling as part of this investigation.
The complaint is about the landlord's handling of the resident's request to repay a HomeBuy Loan.
The complaint is about the landlord’s response to the leaseholder’s: Concerns about the communal garden. Objection to the replacement of cladding. Related complaint. Objections to charges for the cost of cladding renewal.
The complaint is about the landlord’s handling of repairs to the resident’s bedroom window. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Disposal of the late resident’s possessions following the end of the tenancy. Complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of no heating in the property. The landlord’s response to the resident’s reports of draughts from the windows throughout the property. The landlord’s response to the resident’s request to move. The landlord’s response to the resident’s reports of her …
The complaint is about: The theft of the resident’s bicycle from a shared bicycle store in 2017. The landlord’s response to the resident about his service charge arrears. The landlord’s complaint handling.
This complaint is about the landlord’s: Handling of repairs to the lift and external lights of the building. Handling of the resident’s associated formal complaint.
The complaint is about the landlord’s: Response to the resident’s reports that the property was too hot. Response to the resident’s reports of traffic noise from outside the property. Response to the resident’s request for a priority transfer to a ground floor flat at the rear of the property. Complaint …
The complaint is about the landlord’s handling of: a request for retrospective consent for building works; and the associated complaint.
The complaint is about the landlord’s handling of: Concerns raised by the resident about the condition of the property when it was let to her. The resident’s reports of leaking gutters and associated damp and mould. Heating repairs. Concerns raised by the resident about a fire escape door. The resident’s …
REPORT COMPLAINT 202212441 Harlow District Council 9 August 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. This is […]
The complaint about the landlord’s handling of: The resident’s reports of water ingress, damp and mould at the property. Complaint handling. This report also examines the landlord’s record keeping.
| 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 |