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 the resident’s reports of: A banging noise from the roof. Birds nesting in the extractor fan. A roof leak in August 2021. Low water pressure and banging pipes. We have also investigated the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s handling of: the resident’s reports of window repairs. the resident’s complaint.
The complaint is about the landlord’s: Handling of remedial works following a leak. Response to the resident’s reports of damage to personal belongings.
The complaint is about the landlord’s response to the resident’s reports of: damp and mould at the property. anti-social behaviour (ASB) from her neighbour. The Ombudsman has also investigated the landlord’s handling of the complaint.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of a leak resulting in damp and mould. 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 in a bedroom.
The complaint is about the landlord’s: Communication about legal action against the resident’s neighbour. Response to the resident’s request to be moved. Handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports concerning repairs to the external communal lighting. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Leaks, damp, and mould at the property. Repairs to windows. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of grounds maintenance issues in the communal garden. The associated complaint.
This complaint is about the landlord’s handling of repairs to the carpet in the communal area.
The complaint is about the landlord’s handling of the resident’s: Request for a parking space and concerns about the allocation of parking spaces. Associated complaint.
The complaint is about the landlord’s response to the resident’s: request for an adaptation to a communal pathway. reports that the condition of her neighbour’s garden was affecting her property. reports about the standard of repairs to her kitchen window and bath. request for upgrades to her heating system.
The complaint is about the landlord’s: Section 20 process for replacement windows. Response to the resident’s concerns about the replacement windows and related consultation process. Complaint handling.
The complaint is about the landlord’s handling of the resident’s report of: Excess cold and unaffordable fuel bills. Disrepair to front door. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handing of damp in the property and associated repairs.
This complaint is about estate management charges for the resident’s property, and the member landlord’s communication about those charges.
The complaint is about the landlord’s: Response to the resident’s concerns about a management transfer between properties A and B, including communal security. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Concerns about the management move process. Concerns about staff conduct. The Ombudsman has also considered the landlord's complaint handling.
The complaint is about the landlord’s: Handling of the resident’s report of a leak into the bathroom. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Report of a faulty light fitting. Formal complaint.
The complaint is about the landlord’s handling of: The resident’s reports of the communal lifts breaking down. The associated complaint.
The complaint is about the landlord’s: Handling of a leak and the condition of the bathroom. Handling of repairs. The landlord’s complaint handling is also considered.
The complaint is about the landlord’s response to the resident’s reports of leaks and anti-social behaviour (ASB) by a neighbour. We have also investigated the landlord’s complaint handling.
The complaint is about: The information provided by the landlord to the resident when they purchased their independent living accommodation about its provision of care services and whether this amounted to mis selling. The landlords decision to end its care service provision and whether this amounted to a breach of …
The complaint is about the landlord’s handling of the resident’s: Reports about the frequency of grounds maintenance. Associated complaint.
The complaint concerns the landlord's handling of: The resident’s reports of antisocial behaviour (ASB). The related complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Issues with the condition of the property when she moved in. Outstanding repairs to the property, including the condition of the kitchen, and the related damp and mould The Ombudsman will also investigate the landlord’s handling of the …
The complaint is about how the landlord handled the resident’s: request for rehousing on medical grounds. reports of: drafty windows. a faulty storage heater. various outstanding repairs. damage to personal possessions. This report has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damp in the property and associated repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s request for maintenance of trees at the property and associated repairs.
The complaint is about: the landlord's handling of the remedial work required to the cladding The Ombudsman has also considered the landlord’s: record-keeping handling of the associated complaint
The complaint is about the landlord’s handling of the resident’s reports of: antisocial behaviour (ASB) from her neighbour. damp in the kitchen, living room, and hallway. various repairs, including repointing in the loft, a drafty bathroom window, and a missing seal on the front door.
The complaint is about the landlord’s handling of: The resident’s reports of repairs to the property. The complaint and the level of redress offered.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour.
The complaint is about the landlord’s: Handling of the resident’s reports of poor conduct by contractors. Handling of repairs. Response to the resident’s concerns about the presence of lead within the property. Complaint handling.
The complaint is about the landlord’s response to the resident’s reports of dog mess and rubbish in a communal drain.
This complaint is about how the landlord handled a leak into the resident’s property.
The complaint is about the landlord’s handling of the residents reports of noise nuisance.
The complaint is about the landlord’s handling of: Redress for the resident’s hot water issues from 22 July 2023 to 26 November 2023. The resident’s complaint.
This complaint is about the landlord’s handling of: Damp and mould repairs in the bathroom. The associated complaint.
The complaint is about the landlord’s handling of reports of antisocial behaviour (ASB). We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: the resident’s reports about damp and mould, and subsequent repairs. the complaint.
The complaint is about the landlord’s response to the resident’s concerns about the conduct of its contractor’s operative.
The complaint is about the landlord’s response to the resident’s reports of: The lack of servicing to the stairlift in the property. The conflicting advice by its contractors regarding the safety of the stairlift.
The complaint is about the landlord’s handling of the resident’s: Reports of required repairs following a mutual exchange. Associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about: The ground maintenance service. The maintenance of trees. The replacement of the communal mats. 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 at a neighbouring property causing damage to her property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of damp and mould.
| 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 |