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 time taken by the landlord to update the Department of Work and Pensions (DWP) on the resident's change in circumstances, and her subsequent request for a rent reimbursement. The landlord’s handling of the complaint.
The complaint is about the landlord’s: Handling of fire safety works. Response to the resident’s concerns about the condition of communal areas of the building. Response to the resident’s concerns about reports of problems with the back door at the property. Response to the resident’s queries concerning installing CCTV cameras …
The complaint is about the landlord’s handling of the resident’s request for his windows to be replaced, and the subsequent level of compensation offered for this.
The complaint is regarding the landlord’s response to the resident’s concerns about a contractor’s misuse of communal parking facilities and damage caused. This Service has also made a separate finding regarding the landlord’s handling of the resident’s complaint.
The complaint concerns how the landlord handled repairs at the property and the level of compensation it offered.
The complaint is about the landlord’s: Handling of the resident’s reports of damp and mould in the outhouse/utility room of the property. Handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s request for a repair to broken glazing above her front door.
The complaint is about the landlord’s response to the resident’s reports that staff are unavailable when he contacts them by phone.
The complaint is about the landlord’s response to the resident’s request for a replacement shed.
This complaint is about the landlord’s handling of the roof repairs to the property including the resident’s report of damp and mould within the property. The related complaint
The complaint is about the landlord’s handling of the resident’s request to pave her back garden to prevent pests from burrowing.
The complaint is about the landlord’s handling of the resident’s request to renew her kitchen.
The complaint is about the landlord’s handling of: The level and standard of cleaning services at the resident’s property, including his requests for information about this. The increase in and reasonableness of the service charges. The resident’s complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of damp and mould. Complaint handling.
This complaint is about the landlord’s handling and response to the resident’s reports of: repairs required to the communal lift; repairs required to the windows in the property; water penetration through the ceiling during rainfall; the landlord’s record keeping and the related complaint.
The complaint concerns: The cost of the communal district heating renewal to leaseholders. The landlord’s response to concerns raised regarding the communal district heating renewal. The related complaint.
The complaint is regarding: The landlord’s response to the resident’s reports of water ingress, damp, and mould in the property. Its handling of the associated formal complaint.
The resident has complained about the landlord’s: Handling of noise nuisance from a flat on the floor above. Communication with the resident in relation to the issue. Handling of the associated formal complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s immersion heater. The associated complaint.
This complaint is about: The resident’s request to be rehoused; The landlord’s response to the resident’s disrepair concerns, including: a roof leak, damp and mould; The landlord’s complaint handling; The landlord’s record keeping.
The complaint is about the landlord’s: Response to the resident’s reports of multiple repairs required at the property. Complaint handling. Record keeping.
This complaint is about: The landlord’s handling of repair work to the communal front door. The landlord’s handling of repair work to the resident’s letterbox.
This complaint is about the landlord’s request that the resident remove her belongings from the communal areas of her building.
The complaint is about the landlord’s: Communication regarding appointments for a gas safety check, a stop tap leak and a damp and mould inspection. Handling of the associated complaint.
The landlord’s handling of reports of: Defective heating in the property. Damp and mould in the property. Repairs needed to the property. A rodent problem in the property. The related complaint.
The complaint is about the landlord’s handling of the resident’s request for repairs.
This complaint is about the landlord’s response to concerns raised about the attitude and approach of the resident’s former housing officer and the resident’s request for that officer to be changed. On 17 June 2021, the landlord issued its stage one response, referring to a formal complaint registered on the …
The complaint is about the landlord’s: Handling of the resident’s reports of repairs required to plaster cracks at the property. Complaint handling.
The complaint is about the landlord’s handling of repairs needed in the resident’s property, and the resident’s request for a rent adjustment in view of this.
This complaint is about the landlord’s: Response to the resident’s reports of leaks, damp and mould; Response to the resident’s request for a replacement kitchen and bathroom; Response to various other repairs, including a defective gulley; Complaint handling; Record keeping.
The complaint is about: The landlord’s handling of repairs to the resident’s toilet. The landlord’s response to the resident’s reports of poor conduct from its staff and contractors. The landlord’s complaint handling.
The complaint concerns how the landlord handled repairs to the kitchen sink and balcony in the property.
The complaint is about the landlord’s handling of: The resident’s reports of a pest infestation in her former property. The associated complaint.
This complaint is about the landlord’s response to the resident’s: concerns regarding the service charges applied to the account for water charges; report of anti-social behaviour (ASB).
The complaint is about the landlord’s: Offer of reimbursement (amount) to the resident for the service charge of the communal light and power. Response to the resident’s request that the landlord reimburse her for the communal electricity charges she had incurred since 2006.
The complaint is about: The landlord’s response to the resident’s request for information about the 2019/20 service charges. The level of service charges for communal electricity and grounds maintenance and whether the charges were correct. The landlord’s handling of the resident’s complaint regarding the service charges.
The complaint is about
The complaint is about: The landlord’s response to the resident’s concerns regarding the standard of caretaking. The landlord’s response to the resident’s report of a missed repair appointment and concerns raised about lighting repair works. The landlord’s handling of the resident’s complaint about the conduct of a call handler.
This complaint is about the landlord’s handling of: the priority awarded to the resident’s transfer application. the repairs to the resident’s property following the leak into the lounge; the related complaint.
The complaint is about the landlord’s handling of the resident’s requests for drainage repairs to be completed.
The landlord’s response to the resident’s concerns about the handling of the communal garden outside his home.
The complaint is about: The landlord’s response to the resident’s reports of her wet room being defective. The landlord’s handling of the associated complaint. The landlord’s response to the resident’s report of damp and mould.
The complaint is about the landlord’s handling of, and response to, the resident’s application for a mutual exchange.
The complaint is about: The landlord’s handling of a report of antisocial behaviour regarding the resident, which resulted in her receiving a warning letter; The landlord’s response to the resident’s complaint about the conduct of an employee; The landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s request that his kitchen, kitchen door, windows, external doors and radiators be repaired or replaced. The landlord’s handling of the assciated complaint.
REPORT COMPLAINT 202205212 Westminster City Council 27 January 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 response to concerns about the suitability of the resident’s former property. The landlord’s refusal to grant the resident access to view CCTV footage. The landlord’s assertion that the resident was in rent arrears. The resident’s concerns that the landlord told other parties he had …
REPORT COMPLAINT 202110505 Arun District Council 26 January 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 is about: The landlord’s response to the resident’s request to be reimbursed for food that was spoilt due to electrical faults in the property. The delays in the landlord onboarding the energy hub at the property, and providing the information needed to the energy company.
| 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 |