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 handling of: The resident’s reports of damp and mould in her property. Repairs to a garage door. The resident’s reports about outstanding repairs to windows and doors. The resident’s reports about outstanding repairs to the hallway.
REPORT COMPLAINT 202325734 Lewisham Council 21 August 2024 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: Reports of repairs. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould at her permanent residence. Damp and mould at her temporary accommodation. Drug usage near her temporary accommodation. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202316059 London & Quadrant Housing Trust (L&Q) 21 August 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The complaint is about the landlord’s handling of: Damp and mould in the property. Electrical work. The complaint and the level of compensation offered including the resident’s damaged personal belongings and furniture.
The complaint is about the landlord’s handling of the repairs to the resident’s kitchen floor. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A request to rewire the property. Repairs to a footpath. A request for a wet room. A request to replace storage heaters. The Ombudsman has also decided to investigate the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of repairs to the bath panel. The resident’s reports of repairs to the back door, soffits and facias, damp proof course, shower isolation switch and drains. The resident’s reports of other repairs. Its conduct and communication with the resident. …
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handing of the resident’s reports of anti-social behaviour from a neighbour. Complaint handling.
The resident’s complaint is about the landlord’s handling of her reports of antisocial behaviour (ASB).
The complaint is about the landlord’s response to the resident’s reports of: Leaks and loss of electric in the communal area. Asbestos in the ceilings in the communal area. Damp in the resident’s property. A mice infestation in the resident’s property. Faulty electrics in the resident’s property. This Service has …
The complaint is about the landlord’s handling of: The resident’s reports about support services it provided during her tenancy. The resident’s complaint.
The complaint is about how the landlord handled: The resident’s request for ventilation at her property. The resident’s reports of a leak in her property. The resident’s reports of being unable to reach the kitchen window to open and close it. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about rights of access over shared pathways and the associated reports of antisocial behaviour by her neighbour. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the residents’ reports about the landlord’s handling of; A leak in the bathroom and remedial works (including damp and mould within the cloakroom toilet). The associated recharges. Staff conduct. The Ombudsman has also considered the handling of this complaint.
The complaint is about the way the landlord handled the residents’: Request for it to buy back shares in their property. Complaint.
The complaint is about the landlord’s handling of: The resident’s rehousing application. Repairs to the communal heating system. Reports of antisocial behaviour (ASB). Reports of rodents in the property. The associated complaint.
The complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB). The associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about: A damp and mould problem. Adequacy of the heating system. Accuracy of information about the property including an oven and hob.
The complaint is about: The landlord’s response to the resident’s report that the contractor did not take adequate measures to cover and protect her flooring and belongings during the repair works. The landlord’s response to the resident’s report that her front door was left open and unattended by the contractor …
The complaint is about the landlord’s handling of: repairs to the roof and guttering, and subsequent damp and mould in the property. the associated complaint.
The complaint is about: The landlord’s handling of the resident's reports about window repairs. The landlord's response to the resident's reports about a missed appointment. The landlord's complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of window repairs and queries relating to replacement windows. Reports of antisocial behaviour (ASB). Complaints. The Ombudsman has also assessed the landlord’s record keeping.
The complaint is about the landlord’s response to: The resident’s requests for updates regarding repairs. Reports of a leak into the bedroom and associated damp and mould. Reports of repairs to the front door and external fixtures.
The complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB) and noise nuisance. Allegations of poor staff conduct. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also investigated the landlord’s handling of the resident’s associated complaint.
The complaint is about: The increase in the resident’s rent and service charges. The landlord’s response to the resident’s request for information regarding the service charges. The landlord’s handling of the associated complaints.
This complaint is about: The Council’s decision to end the resident’s previous accommodation and offer him his current property. The landlord’s handling of adaptation works at the resident’s property. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Concern about the condition of the property when it was let to him in 2014. Reports of repairs, including his concerns about subsidence and contamination in the garden. Concern it committed disability discrimination against him. Concern that the electric meter …
The complaint is about the landlord’s handling of: The resident’s reports of a mite infestation in her property. The resident’s reports of damp and mould and the associated repairs. The associated complaints.
The complaint is about the landlord’s handling of the resident’s concerns regarding shrubs planted in her front garden and its communication. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s report of a leak. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould and associated repairs.
The complaint is about the landlord’s: Handling of reports of leaks into the property and the associated repairs. Handling of reports of damp and mould in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of repairs to an ongoing leak and associated roof repairs. Handling of reports of damp and mould. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of reports of damp and mould and various works to the property. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202329558 Stonewater Limited 19 August 2024 Our approach Under our early resolution process, the Ombudsman works with the resident and landlord to explore the issues in dispute, identify the matters that remain outstanding […]
The complaint is about the landlord’s response to the resident’s request for repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of concerns about the grounds maintenance.
The complaint is about the landlord’s: Handling of its decision to place the resident on a contact restriction and to only visit the resident in pairs. Response to the resident’s concerns about conduct of its staff. Response to the resident’s concerns about missed appointments by the landlord. Response to the …
The complaint is about the landlord’s: handling of reports of damp and mould. complaint handling.
The complaint is about the landlord’s response to the resident’s report of a flood. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports of water penetration to the property and associated damp. Complaint handling. This investigation also considers the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s complaint concerning her annual gas safety check.
The complaint is about the landlord’s handling of: Damp and mould in the property. A leak into the property from upstairs. A radiator repair. A replacement bath. The Ombudsman has also considered the landlord’s record keeping and complaint handling.
The complaint is about the landlord’s handling of roof repairs, following reports of a leak. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to: the resident’s reports of issues with the gas supply. the resident’s reports of a contaminated water supply. the resident’s reports of repairs. the handling of the resident’s complaint.
| 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 | 3,021 | 247 | 272 |
| 2025 | 4,469 | 512 | 708 |
| 2026 | 1,513 | 197 | 215 |