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: damage to the resident’s window and balcony following cyclical works in 2020. communal facilities. communal repairs. estate management and communication. the resident’s complaint.
The complaint is about the landlord’s: Response to the resident’s concerns that a carbon monoxide alarm had not been installed in their home by 1 October 2022. Handling of the resident’s associated complaint.
The complaint is about the landlord’s handling of damp and mould repairs. The Ombudsman has also looked at the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: A problem with the resident’s kitchen sink. The resident’s reports of dissatisfaction with the standard of communal caretaking. Repairs to a communal door lock. The resident’s reports of antisocial behaviour (ASB). A home loss and disturbance payment. The Ombudsman will also investigate …
The complaint is about the landlord’s handling of a leak. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of ASB. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s enquiries about ownership of and access to the back garden, and the use of the external spiral staircase. The resident’s reports of antisocial behaviour and noise nuisance. The associated complaint and level of compensation.
The complaint is about the landlord’s handling of the resident’s concerns regarding: Gas safety checks at the property. Payment of court fees in relation to an injunction for gas safety checks. The landlord’s mergers from 2016. The amount of rent charged. Queries relating to her tenancy agreement. Repair requests. Her …
This complaint is about the landlord’s handling of: The resident’s request for it to complete a pathway repair. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of overcrowding. The resident’s reports of damp and mould. The resident’s complaints.
The complaint is about the landlord’s handling of: The repairs at the property. The associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould in the property. Handling of the resident’s reports that the damp and mould damaged her personal possessions. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident's reports about a leak.
The complaint is about the landlord’s handling of the resident’s reports of poor communal cleaning.
The complaint is about the landlord’s handling of: Reports of repairs to 2 toilets. Reports of repairs to a kitchen tap. Reimbursement of additional water charges due to leaks. The complaint is also about the landlord’s handling of the complaint and the resolution offered.
The complaint is about the landlord’s response to the resident's reports about repairs to windows, and damp and mould. The Ombudsman has investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of disrepair to the windows, causing damp and mould in her property. The Ombudsman has also investigated the landlord’s handling of the complaint and level of compensation offered.
The complaint is about the landlord’s: Response to the complainant’s concerns around selling her property. Complaints handling.
The complaint is about the landlord’s: Handling of repairs to the door entry system. Response to the resident’s request for compensation for loss of property. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of: Repairs to the resident’s radiators. The associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about: The maintenance of communal areas. Service charges for CCTV, emergency lighting, and communal gardens.
The complaint is about the landlord’s response to the resident’s reports about: Anti-social behaviour (ASB). Staff conduct.
The complaint is about the landlord’s handling of: Repairs to the resident’s property. The resident’s request for a management transfer. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from her neighbour.
The complaint is about the landlord’s handling of the resident’s reports of a leak from the roof, and the associated repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of responsive repairs including: Electrical issues in the property . Leaks in the bathroom and damage to the wet room below. Repairs to the back door lock. This Service has also investigated the landlord’s complaint handling
The complaint is about the landlord’s response to the resident’s report that the landlord had not maintained the external communal areas.
The complaint is about the landlord’s handling of: repairs to the heating, windows and loft insulation at the property. the complaint. We have also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of reports of issues with 2 trees in the resident’s front garden. This Service has also investigated the landlord’s handling of the complaint.
The complaint is about the landlord’s response to: the resident’s reports of antisocial behaviour (ASB), including her request for a copy of an acceptable behaviour agreement (ABA). the resident’s complaint.
The complaint is about the landlord’s response to the resident’s: Reports of outstanding communal repairs. Complaint. This report has also considered the landlord’s record keeping.
The complaint is about the resident’s concerns around the landlord’s handling of: Reports of damp and mould in the property. The process of temporarily rehousing the resident. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s repair requests. 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: antisocial behaviour (ASB); issues with the intercom system, and communal lift. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the repairs to the property. Handling of damp and mould and subsequent repairs. Handling of the resident’s report of damage to her personal belongings. Complaint handling. This report has also considered the landlord’s record keeping.
The resident’s complaint is about: The condition of the property when let to her and the landlord’s handling of the remedial works. The landlord’s response to her request for it to install a shower. The landlord’s handling of her complaint.
The complaint is about the landlord’s response to the resident’s request for concrete in the garden to be re-laid.
The complaint is about the landlord’s: Response to the resident’s concerns about scaffolding. Handling of kitchen replacement works. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Boiler repairs and replacement. Stack pipe repairs. 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, mould, and associated repairs. A woodlice infestation.
The resident’s complaint is about the landlord’s decision to warn him about what it considered to be unreasonable behaviour from him during a phone call.
The complaint is about the landlord’s handling of repairs to the heating/hot water system. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s communication about car parking provision. The landlord’s handling of boiler repairs. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) including noise nuisance. Reports of parking issues. Associated complaint.
The complaint is about the landlord’s handling of: Damp and mould at the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s dissatisfaction about its proposal to install a condensing boiler. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns over the safety of a carbon monoxide alarm. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs, including to a wall and guttering. Maintenance of the property/block, including resident engagement and cyclical decoration. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s response to the resident’s concerns about the security and facilities provided at his retirement village.
The complaint is about the landlord’s response to the resident’s: Reports of an outstanding repair to the communal TV aerial. 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 |