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 requests for window repairs and replacement. Damp and mould repairs and associated requests for health considerations. The resident’s reports of drainage issues. Associated complaint.
The complaint is about the landlord’s response to service charge queries. We have also assessed the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s concerns regarding the installation of new windows in his home. The landlord’s handling of the resident’s request for reasonable adjustments. The landlord’s handling of the resident’s claims of insensitive and dismissive language being used by its staff. The landlord’s handling …
The complaint is about the landlord’s handling of: Reports about the hot water supply to the resident’s bath and shower. The associated complaint.
The complaint is about the landlord’s: communication with the resident about lowering her ceiling. response to the resident’s requests for compensation. handling of the complaint.
The complaint is about the landlord’s response to the resident’s reports about the personal impact she experienced as a result of communal repair issues.
The complaint is about the landlord’s handling of: The resident’s reports about a ground floor communal door, her mailbox, flat doors, and pigeons in the loft. A request for a residents’ meeting. The resident’s concerns about missing rent payments.
The complaint is about the landlord’s handling of the resident’s reports of water ingress and damp and mould in the property. We have also considered the landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of repairs to the resident’s garden and fence. The Ombudsman has also investigated the landlord’s handling of the complaint.
The complaint is about: The landlord’s handling of repairs. The level of compensation offered by the landlord. The Ombudsman will also consider the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of rising damp and associated repairs. Concerns regarding asbestos in the property. Associated complaint.
The complaint is about the landlord’s handling of repairs to doors. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of a repair to a leak.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Response the resident’s request for reasonable adjustments in line with the Equality Act 2010. Handling of the associated complaint.
The complaint is about the landlord’s handling of multiple repairs at the resident’s property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: the resident’s reports of cold temperatures inside, and excessive heat loss from the property the resident’s request for cavity wall insulation to be replaced The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of noise nuisance and antisocial behaviour (ASB). We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of window repairs.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak from the flat above and subsequent repair issues. Concerns about her temporary move. Complaint.
The complaint is about the landlord’s response to: The resident’s concerns in respect to windows. The resident’s noise reports. The resident’s reports of damp and mould. The resident’s concerns in respect to the kitchen and bathroom.
The complaint is about the landlord’s handling of: Reports of leaks which caused damp and mould. Issues with electrics at the property due to the leak. The resident’s request for pebbledash to be removed from the property. The complaint.
The complaint is about the landlord’s handling of the residents reports about the conduct of staff members. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould resulting in bugs.
The complaint is about the landlord’s handling of the resident’s request for works to her water-logged garden.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs. Concerns regarding comments made by a surveyor during a visit to the property. Associated complaint.
The complaint is about the landlord’s handling of the removal of trees from the resident’s garden.
The complaint is about the landlord’s response to the residents: concerns about the length of time scaffolding had been up at the property. concerns about the conduct of the contractors and the alleged damage to her porch. associated complaint.
The complaint is about the landlord’s handling of damp and mould at the resident’s property.
The complaint is about the landlord’s alleged failure to properly manage service charges which she believed led to her incurring extra costs.
The complaint is about the landlord’s handling of: A heating repair and annual heat pump service. The associated complaint.
The complaint is about the landlord’s: Response to the resident’s concerns about payments for heating and hot water. Complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about her tenancy, including the type of rent paid and affordability. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about: subsidence and cracks. leaks, damp and mould. kitchen cupboard repairs. the associated complaint.
The complaint is about the landlord’s response to: Reports of leaks and water ingress from a neighbouring property. The complaint.
This complaint is about the landlord’s response to the resident’s reports of rats at her property.
The complaint is about the landlord’s handling of the resident’s reports about a boiler leak and damp and mould in the bathroom. We have also considered the landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s response to the resident’s concerns about the condition of the property which included: Drainage Damp and mould The shower The landlord’s failure to attend to an emergency repair. The landlord’s response to the resident’s concerns about a slug infestation and sealing the door. We …
The resident’s complaint is about: The landlord’s handling of their request for service charge and building insurance information. The increase in the level of service charges. The Ombudsman has also considered the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of repairs to a communal car gate.
The complaint is about landlord’s response to the resident’s: Concerns about a contact arrangement for repairs. Requests and queries about who attends repair appointments.
The resident’s complaint is about the landlord’s handling of: Damp and mould. The resident’s management transfer request.
The complaint is about the landlord’s response to the resident’s concerns about a roof leak. This Service has also considered the landlord’s handling of the complaint.
The resident’s complaint is about the landlord’s handling of damp and mould, and the associated repairs. We have also considered the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of her reports of noise. We have also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports in 2021 about water ingress. Reports in May 2022 that the roof leak had damaged her property. Concerns in 2022 that there were delays with it repairing the roof. Concerns about roof and external repairs required from March 2023.
The complaint is about: The landlord’s handling of the resident’s reports of a leak. The landlord’s response to the resident’s complaint.
The complaint is about the landlord’s handling of repairs to address leaks, asbestos and damp and mould in the property. We have investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Issues with his building insurance company, including related repairs to the interior of his home . Reports of issues with his windows. Reports of a blocked drain. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s request for compensation following a leak. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about the landlord’s response to the resident’s concerns about: the condition of the property after she moved in. the collapse of her living room ceiling. The Ombudsman has also investigated the landlord’s complaint handling.
| 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 |