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.
REPORT COMPLAINT 202332109 London Borough of Croydon 8 September 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
This complaint is about the landlord’s: Response to the resident’s request to have flooring thresholds installed in the property. Handling of the complaint about the flooring thresholds. Response to reports of a leak in August 2022. Handling of the complaint about the August 2022 leak.
The resident’s complaint is about the landlord’s: Handling of repairs to the bathroom and kitchen ceilings. Complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about: its investigation into her complaint about staff conduct . its Chief Executive response to her emails.
The complaint is about the landlord’s handling of the resident’s report that there was an issue with damp and mould and cracks to plaster internally. We have also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord's handling of the resident’s: Reports of damp and mould. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: report of a leak from the flat above, and the subsequent report of damp and mould request to decorate the property following the flat leak request to make good the garden and install a higher fence request to replace a …
The complaint is about the landlord’s handling of kitchen repairs.
The complaint is about the landlord’s response to the resident’s concerns about access to her garden.
The complaint is about the landlord’s: Response to the resident’s dissatisfaction about a service charge increase. Handling of the resident’s reports of a roof leak. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s request to repair or replace her windows and doors.
The complaint is about the landlord’s response to the resident’s reports of foxes causing noise nuisance and disturbance. The Ombudsman has also considered the landlords complaint handling.
This complaint is about the landlord’s handling of: The resident’s reports of window issues. The associated complaint.
The complaint is about the landlord’s response to the resident’s: concerns about the unit cost of heating and hot water. request for further information about an increase in heating and hot water charges. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about a gate and fencing to the side of her home.
The complaint is about the landlord’s handling of the: Resident’s reports about the standard and frequency of grounds maintenance. Associated complaint.
The complaint is about the landlord’s handling of repairs to the resident’s property following a mutual exchange.
The complaint is about the landlord’s: Handling of repairs to the resident’s home. Response to a request for aids and adaptations. Complaint handling and the level of compensation offered.
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 repairs to the resident’s kitchen following a flood. the repairs to the resident’s property’s leaks. 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 their property, and the associated repairs.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks and associated damp. Complaint.
The complaint is about the landlord’s response to the resident’s reports of outstanding repairs. This report has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of issues with low water pressure and hot water at the property.
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould. A rat infestation in his kitchen. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damp, mould, and the associated repairs. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of a leak from her sink. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of an uneven garden surface. This report has also considered the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of: Damp and mould, and the associated repairs. The associated complaint.
The leaseholder’s complaint is about the landlord’s handling of a roof leak. We have also considered the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s: Response to the resident’s concerns about the condition of the property, including the windows and a communal carpet. Complaint handling.
The complaint is about the landlord’s handling of repairs to: Radiators. External cladding. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of antisocial behaviour (ASB). Request for the advanced rent payment to be refunded. Request for written correspondence. Reports of a sewage smell. Reports of repairs to the extractor fan. Reports of black sludge from the taps. Request for permission …
The resident has complained about: The landlord’s response to their reports of a foul odour in the property. We have also investigated: The landlord’s record keeping. The associated complaint handling.
The complaint is about the landlord’s response to the resident’s reports of: Repairs to the front door of the flat. Repairs to internal doors inside the flat. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s management of the resident’s succession request. This Service has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of: The resident’s request for new windows. The resident’s reports of condensation, damp, and mould. The resident’s request for a new kitchen and bathroom. The resident’s reports regarding the standard of work to the garden wall and pathway. The landlord’s complaint handling has …
The complaint is about the landlord’s response to the resident’s reports of: Leaks, damp, and mould. Radiator repairs. A flea infestation. We will also consider the landlord’s complaint handling.
The complaint is about the landlords handling of the resident’s reports of a roof leak.
The complaint is about the landlord’s handling of : kitchen unit repairs. The associated complaint.
The complaint is about the landlord’s response to the resident’s concerns regarding the standard of cleaning in the communal areas and associated window damage.
The complaint is about the landlord’s handling of the resident’s enquiries about rent overpayments.
The complaint is about the landlord’s handling of repairs to the wet room. The associated complaint.
This complaint is about the landlord’s handling of: The resident’s reports about the condition of an outbuilding. The associated complaint.
The complaint is about the landlord’s handling of repairs to the resident’s windows. We have also considered the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB), and the associated request for a housing transfer. We have also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of defects reported by the resident.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Complaint handling.
The complaint is about: The landlord’s response to the resident’s concerns about the property’s condition. The resident’s related concerns about unfair treatment by the landlord (including an allegation of bias). The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of a leak from the boiler and the associated remedial repairs.
| 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 |