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: Concerns about wheelchair accessibility and request for adaptations. Reports of delays in repairing a gate. Associated formal complaint.
The complaint refers to the landlord’s handling of estate management matters and repairs reported by the resident as follows: Paving around the front entrance. Repainting the front door. Garden maintenance and hedge planting. Nesting pigeons and installing a deterrent. Roof repairs following storm damage. The Ombudsman has also considered the …
The complaint is about the landlord’s response to the resident’s: Requests for information about a housing application. Reports of required repairs in the property’s kitchen.
The complaint is about the landlord’s handling of: The resident’s request to transfer to a more suitable property on medical grounds. Reports of antisocial behaviour. Reports of a leak in the roof affecting the communal stairs. The resident’s health and safety concerns and request for a fire risk assessment. The …
The complaint is about the landlord’s response to the resident’s request for a permanent housing move. The Ombudsman also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The information within the Subject Access Request (SAR) and the data stored on the resident’s record. The resident’s concerns about staff conduct. Outstanding defects. The Ombudsman will also investigate the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of noise from the property next door.
The complaint is about the landlord’s response to the resident’s concerns about the condition of the 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 a leak into the property and the associated repairs.
The complaint is about the landlord’s handling of:
The complaint is about: The landlord’s handling of heating repairs (including concerns about the adequacy of the heating). The landlord’s complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about: The landlord’s handling of various repairs to the property (including to the doors, flooring and bathroom ceiling) following the orders in a previous Ombudsman report. The handling of the associated complaint.
The complaint is about is about: the landlord’s handling of the resident’s reports of damp and mould. the landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Response to the resident’s concerns regarding staff conduct between January 2023 and February 2024. Response to the resident’s request for reasonable adjustments. Handling of restrictions on the resident’s contact between January 2023 and February 2024. Handling of repairs reported by the resident between January …
The complaint is about the landlord’s handling of: The resident’s reports of repeated leaks affecting the property. The resident’s reports of damage to her belongings. The resident’s request to be rehoused. The associated complaint.
The complaint is about the landlord's: Response to the resident’s subject access request (SAR). Handling of the resident’s concerns of a neighbour’s Right to Buy (RTB) purchase of a property. Handling of the resident’s reports of antisocial behaviour by a neighbour. Handling of the resident's reports of leaks at the …
The complaint is about the landlords response to the resident's request for repairs to the patio door handles and locking mechanism.
The complaint is about the landlord's handling of the resident’s concerns about the suitability of decant accommodation. The Ombudsman will also investigate the landlord’s complaint handling.
This complaint is about the landlord’s handling of: Reports of water ingress into the resident’s property. The associated complaint.
The complaint is about: The landlord's handling of the resident’s personal belongings in his former property following a fire. The landlord's decision to restrict the resident's access to his former property following a fire.
The complaint is about the landlord’s handling of window repairs.
The complaint is about the landlord’s handling of the resident’s reported concerns about: artex and asbestos; damp and mould; the condition of the kitchen and bathroom. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s:
The complaint is regarding the landlord’s response to the resident’s reports of a leak, the associated repairs and reports of damp and mould. This investigation has also considered the landlord’s handling of the complaint, and the level of compensation offered.
The resident’s complaint is about the landlord’s handling of his report of threatening behaviour by a neighbour.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs following a leak to the bedroom. Reports of repairs to the windows. Reports of recurring boiler failures resulting in loss of heating and hot water. Reports of pest infestations. Concerns about bare concrete floors in the property. …
The complaint is about the landlord’s handling of repairs to address a leak from the roof and the associated damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: subsidence in the property; repairs to the shower. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to: Doors. A leak under the kitchen sink. A gap in a kitchen wall. A crack in the external wall next to the french doors. A damaged glass panel in the bedroom. Three airbrick vents with green discharge. A hollow wall …
The complaint is about the landlord’s handling of damp and mould in a main bedroom and dining room. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise nuisance from his neighbour. The landlord’s complaint handling has also been investigated.
The complaint is about: The landlord’s handling of damp and mould reports. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord entering the resident’s garage and disposing of the contents. The Ombudsman has also investigated 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 considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of leaks and associated damp and mould affecting her property. The Ombudsman has decided to consider the landlord’s complaint handling.
This complaint is about how the landlord handled the resident’s reports of a leak from her upstairs neighbour’s flat.
The complaint is about: The landlord’s handling of interior, window frame, and electrical repairs at the resident’s property. The landlord’s handling of bath and accessibility adaptations at the resident’s property.
This complaint is about the landlord’s handling of: Front door repairs. The associated complaint.
The resident’s complaint is about the landlord’s handling of: Squirrels in the loft of the property and repairs to associated damage. His complaint.
The complaint is about the landlord’s handling of parking management at the resident’s block by its freeholder’s managing agent.
The complaint is about: The conduct of the landlord’s staff. A repair to the front door and boiler. The Ombudsman has also considered the landlord’s record keeping and complaint handling.
The complaint is about the landlord’s: Response to a leak and subsequent collapsed ceilings at the property. Complaint handling.
The complaint is about the landlord’s response to: the resident’s reports of a leak and associated repairs in her bedroom. the resident’s reports of damage caused to her belongings from the leak. The Ombudsman has decided to consider the landlord’s complaint handling.
This complaint is about the landlord’s handling of: The resident’s reports of repairs and damp in her bathroom. The associated complaint.
The complaint is about the landlord's: Response to requests for repairs to the kitchen window. Response to reports of issues with the intercom system. Complaint handling.
The complaint is about the landlord’s handling of the resident’s report of damp and mould in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to damp and mould. Response to repair issues including the condition of the property at the beginning of the tenancy. Response to the resident’s concerns about the landlord’s staff and its contractors including discrimination and contact restrictions. Complaint handling.
The complaint is about the landlord’s response to the resident’s reports of damp and mould and request for windows to be replaced. This Service has also considered the landlord’s handling of the complaint.
This complaint is about: The landlord’s handling of external repairs. The associated 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 |