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 response to reports of antisocial behaviour. The landlord’s response to reports of damp and mould. The landlord’s handling of the resident’s application for a managed transfer via the exceptional case panel. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s queries about an increase in rent and service charges.
This complaint is about the landlord’s response to the resident’s concerns around: Damaged personal belongings. Outstanding repairs. Damp and mould. Fencing renewal works. The Ombudsman also considered the landlord’s: Response to the resident’s various health and welfare concerns. Complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports of defects. Complaint handling.
The complaint is about the landlord’s: handling of reports of damp and mould in the resident’s property. complaint handling.
The complaint is about: the landlord’s handling of reports of damp and mould in the property the landlord’s handling of repairs to: external doors windows external lights kitchen fitting the landlord’s handling of the associated complaints. The Ombudsman has also decided to investigate the landlord’s record-keeping practices in this case.
The complaint is about the landlord's handling of: The resident’s reports of damp and mould The residents complaint.
The complaint is about the landlord’s response to the resident’s reports of leaks into his property and anti social behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of water ingress.
The complaint is about: The landlord’s handling of the resident’s reports of various repairs, including a leaking stop tap, damp and mould. The landlord’s response to the resident’s request for the bathroom to be replaced.
The complaint is about the landlord’s handling of: The resident’s report of a leak. The associated complaint.
This complaint is about the landlord’s handling of the resident’s reports of: Damp and mould in her home. Excessive cold in her home.
This complaint is about the landlord’s: Response to the resident’s reports of leaks, damp, and mould. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports concerning: Antisocial behaviour (ASB) by a neighbour. Damp and mould. The standard of communal cleaning. Leaking gutters. The Maintenance of trees and pigeons. The Service has also considered the landlord’s: Complaint handling. Record keeping.
The resident’s complaint is about the landlord’s: Response to the resident’s reports of damp and mould, including a temporary decant; Handling of the associated complaint.
The resident’s complaint is about: The landlord’s response to concerns about the condition of the resident’s property when his tenancy commenced. The landlord’s handling of the resident’s complaint.
The resident’s complaint is about the landlord’s handling of repairs to the windows in her home.
The complaint is about the landlord’s response to: The resident’s reports of repairs required when she moved into the property. The associated formal complaint.
The complaint is about the landlord’s handling of the resident’s: Various repairs. Request to have gas central heating installed. Formal complaint.
The complaint is about the landlord's handling of the resident’s reports of unreasonable levels of noise from the floorboards in the property above.
This complaint is about the landlord’s response to the resident’s complaint about its handling of asbestos in her home.
The complaint is about: The landlord’s handling of reports of outstanding repairs to a toilet due to a leak and associated sewage leaks. The landlord’s handling of reports of outstanding repairs to the back balcony doors. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s request for a management transfer.
The complaint is about the landlord’s handling of the resident’s reported damp and mould in his flat. The Ombudsman has also assessed the landlord’s: complaint handling record keeping.
The complaint is about the landlord’s handling of the resident’s reports of: Repairs to the balcony door. Repairs following a bathroom leak. Repairs to communal windows Overflowing bins and grounds maintenance. The associated complaint. Repairs to the communal entrance door.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and hate incidents. The landlords handling of the resident’s complaint.
The resident’s complaint was about: The landlord’s response to the resident’s reports about her heating that it was too hot and that there was a loss of heating in December 2022 onwards. The Ombudsman will consider the landlord’s complaint handling. The Ombudsman will consider the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s report of: A broken window. Staff conduct. The associated complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of multiple repairs, including damp and mould. The resident’s reported delays in being rehoused.
The complaint concerns the landlord’s handling of: Reports of antisocial behaviour (ASB) and noise nuisance from the upstairs’ flat. Reports of leaks into the property. The resident’s concerns regarding staff conduct. The related complaint.
The complaint concerns the landlord’s handling of the resident’s reports of sewage discharge into her property.
The resident’s complaint is about the landlord’s handling of his queries about an increase in heating and hot water charges.
This complaint is about: The level of compensation offered to the resident by the landlord following its handling of leak repairs. The landlord’s response to the resident’s complaint about its handling of antisocial behaviour (ASB).
The complaint is about: The landlord’s handling of repairs in the bathroom and kitchen (including damp and mould). The landlord’s complaint handling. The resident has subsequently raised complaints about: The handling of a request for a managed move. Mould in their cupboards. A further leak in their bathroom.
The complaint is about the landlord’s: Handling of the resident’s request to purchase her property through Right to Acquire (RTA). Handling of the associated complaint.
The resident’s complaint is about the landlord’s response to her reports of damp and mould.
The complaint is about the landlord’s response to the resident’s requests for a neighbouring property to be soundproofed.
The complaint is about the landlord’s response to reports of repairs within the property, mainly a broken shower head and blocked waste pipe. The Ombudsman has also considered the landlords complaints handling and record keeping.
The complaint is about: The landlord's handling of the resident's reports about repairs in her property including: damp and mould. a collapsed ceiling and associated structural issues. The landlord’s complaint handling The Ombudsman has also considered the landlord’s record keeping.
The complaint concerns: The landlord’s handling of repairs to the property. The landlord’s complaints handling.
The complaint is about: The landlord’s handling of leak reports and associated damp and mould. The landlord’s handling of the resident’s complaint.
The resident’s complaints are about: Complaint 1. The landlords handling of the repairs to the resident's heating and hot water system. The landlords handling of other repairs to the residents property (toilet, front and rear door). Complaint 2. The behaviour and conduct of the landlords staff and its standard of …
The resident’s complaint is about the landlord’s response to the resident’s reports about insulation, windows, door and the bathroom. The Ombudsman will consider the landlord’s complaint handling. The Ombudsman will consider the landlord’s record keeping.
The complaint is about the landlord’s handling of: Reports of anti-social behaviour (ASB). The resident’s request for rehousing. Concerns about staff conduct. The associated complaint.
The complaint is about the landlord’s: Handling of a leak in the resident’s bathroom and the subsequent damage caused. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of: Damp and mould and associated odour. Disrepair to the front and back door and delay in their replacement.
The complaint is about the landlord’s handling of the resident’s repayment of court fees.
The complaint is about the landlord’s handling of: The resident’s reports of repairs required to the property. The associated complaint.
The complaint 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 handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also considered 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 |