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.
This complaint is about the landlord’s: Decision not to install a particular style of fence. Response to the resident’s concerns about the boundary line. Response to the resident’s concerns that he had been discriminated against.
The complaint is about: The landlord’s decision to send a letter to the resident about his behaviour and handling of the associated complaint. The landlord’s introduction of a contact arrangement for the resident.
The complaint is about the landlord’s handling of the resident’s request to replace the pathway to the property.
The complaint is about: The landlord’s response to concerns about lift repairs. The resident’s request for compensation. The landlord’s complaint handling.
The resident has complained about the landlord’s handling of: An application to split the household. The subsequent formal complaint.
The complaint is about the landlord’s response to reports that the resident’s window had been broken.
The complaint is about the landlord’s: Handling of the resident’s request not to return to her property following a decant and later request for a transferred to a different property ; Handling of the resident’s concerns about the condition of her property and the associated repair works, including the removal …
The complaint is about the landlord’s response to the resident’s request for heating to be installed in the porch of his property.
This complaint is about the landlord's: Response to the resident’s reports of ASB by his neighbours. Response to the resident’s concerns that it did not take his vulnerabilities into account when dealing with his reports of ASB. Handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s improvement request. The associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about: his application to purchase a property through the right to buy scheme; disrepair at his property, including a pest infestation, damage to the walls, and damp and mould; the landlord’s handling of his decant into temporary accommodation; his …
The complaint is about the landlord’s response to the resident about damaged door handles and its obligation to repair or replace them.
The complaint is about the landlord’s handling of the resident’s request for a management move.
The resident complained about: How the landlord handled concerns he raised about repairs to:
The complaint is regarding the landlord’s: Handling of the resident’s reports of a leak in the property. Response to the resident’s reports of mould in the property. This investigation has also considered the landlord’s handling of the complaint.
The complaint is about: The landlord’s response to the resident’s reports of damp and mould. The Ombudsman has considered the landlord's handling of this complaint. The Ombudsman has also considered the landlord's record keeping.
The resident’s complaint is about: The landlords handling of the resident’s dissatisfaction with the standard of communal cleaning. The landlords handling of the resident’s dissatisfaction with the grounds maintenance contract. The landlord's handling of the resident’s complaint and level of redress offered. The level of increase in service charges.
The complaint is about the landlord’s responses to: Repairs in the property. Reports of intermittent heating and hot water.
This is about the landlord’s handling of the residents request for an explanation of the difference between the estimated and actual charges for the financial years 2017/18, 2018/19 and 2019/20.
The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour (ASB) reported up to 19 March 2021; handling of the resident’s reports of ASB reported after 19 March 2021; response to the resident’s concerns that the landlord’s staff racially discriminating against her; complaint handling. The reports …
The complaint is about the landlord's response to the resident’s reports of an ongoing roof leak.
The complaint is about the landlord’s: Decision making around a store cupboard in a communal area. Level of communication. Complaint handling.
This complaint is about the landlord’s: Handling of a management transfer from October 2019; Complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns about damaged internal doors; Response to the resident’s reports of defective windows; Handling of hallway decorating works; Response to issues raised at the start of the tenancy; Complaint handling.
The complaint is about: The level of compensation offered by the landlord in relation to the toilet repairs. The landlord’s handling of multiple repairs (including windows, front and rear doors, subsidence concerns and external cracks in the property). The landlord’s communication and handling of asbestos concerns. The landlord’s communication about …
The complaint is about the landlord’s: decision making around a storage cupboard n a communal area. level of communication. complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of condensation to the windows resulting in mould and rotten frames; Handling of the subsequent complaint.
This is about the landlord’s handling of: the resident’s complaint about a neighbour’s building works. the associated complaint.
This complaint is about: The leaseholder’s assertion the landlord breached its legal obligations around handling service charge funds. The landlord’s: Section 20 notices; Handling of a balcony design fault; Preparation for compliance with upcoming safety legislation; Response to a heat network consultation; Complaint handling.
The complaint is about: The landlord’s response to the resident’s concerns about the wait time for a direct let move. The landlord’s complaint handling.
This complaint is about: The landlord’s response to several leaks, mould and condensation; The landlord’s complaint handling.
The complaint is about: The landlord’s handling of a leak from the resident’s boiler and the associated damage. The landlord’s handling of reports that the resident’s kitchen floor was sinking. The landlord’s complaint handling.
The complaint is about: The landlord’s response to a complaint about communal cleaning provision. The landlord not providing a breakdown of service charges.
This complaint is about the landlord’s decision to extend the resident’s ‘unreasonable and persistent complainant’ status from March 2020.
The complaint is about the landlord’s: Response to the resident’s concerns about a phone call made to her by the landlord. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
The complaint is about the landlord’s: Response to the resident’s reports of damp and outstanding repairs at her property. Complaint handling.
The complaint is about how the landlord handled the resident’s reports of anti-social behaviour.
The complaint is about: The landlord’s handling of the resident’s rent account. The landlord’s use of a third party rent payment system. The landlord’s handling of the resident’s complaint.
The complaint is about: the landlord’s handling of a skirting repair and associated offer of compensation; the resident’s concerns that the skirting repair had been outstanding for five years; the resident’s view that the landlord discriminated against him; and the landlord’s handing of the complaint.
The complaint is about: The landlord’s handling of the resident’s noise reports. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s request for repairs to internal walls.
The complaint concerns: How the landlord handled an electric repair in the communal area of the building. The associated formal complaint into this matter.
The complaint is about the landlord’s handling of wet room repairs, and the associated amount of compensation offered.
The complaint is about: The landlord’s handling of the resident’s reports of blocked drains outside her property. The landlord’s complaints handling.
The complaint is about the residents reports of the landlord’s: handling of repairs to resolve a leak. complaint handling. The report also examines: the landlord’s record keeping. the landlord’s consideration of the resident’s vulnerabilities.
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB) by her neighbour. The associated formal complaint.
The complaint is about: The landlord’s handling of a leak to the resident’s property, its lack of maintenance to the building's pipework and the compensation amount offered. The landlord’s handling of the associated insurance claim.
The complaint is about the landlord’s response to: The resident’s report of noise from her upstairs neighbour. Reports about outstanding repairs following several leaks. Complaint handling.
The complaint is about: The landlord’s response to the resident’s concerns about it referring her to a mental health agency. The landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
| 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 |