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: A pet application. Antisocial behaviour (‘ASB’) allegations against the resident and warnings it issued. A safeguarding referral to social services. Concerns regarding the resident’s former housing officer. Requests to be moved to an alternative property.
The complaint is about the landlord’s handling of the resident’s reports of issues with the heating and hot water in his property.
The complaint is about the landlord’s: handling of window repairs causing damp/mould complaint handling
The resident’s complaint is about the installation of fire safety measures, and the landlord’s communication with the resident around fire safety concerns. 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, damp, and mould in the property. Associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s reports of leaks, damp and mould and associated repairs to her property. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s housing application and in particular, the withdrawal of a property offer that the resident believes was due to his request to grow and use cannabis for medicinal use, along with his request for adaptations.
The complaint is about the amount of compensation the landlord offered the resident.
The complaint is about the landlord’s: response to the resident’s reports of damp in the bathroom and kitchen. advice about internal doors. communication about replacing the kitchen. complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of repair issues, including insulation, windows, and soffits. Complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from her neighbour. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s reports of damp and mould in his property. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about: Damp and mould in the property. Radon exposure and their request for the landlord’s policy on this. An incident involving the resident and its operative. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damp, mould, and structural concerns.
The resident’s complaint is about: The increased cost of the property’s building insurance. The landlord’s communication with the resident about the building insurance.
The complaint is about the landlord’s response to the resident’s reports of: reports of noise transference from flats above, including sounds from a shower and a shared stack pipe. neighbours throwing rubbish into her garden. The Ombudsman has also investigated the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: Kitchen improvement work. Bathroom improvement work. Damp, mould and insulation work. The resident’s reports about his front and back doors. The resident’s complaint.
The complaint is about: The condition of the property upon letting. The landlord’s handling of outstanding repairs identified at the viewing (unrelated to cracks, damp, mould, and water ingress). The landlord’s response to the resident’s reports about damp, mould, and water ingress after the tenancy began. We have also considered …
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould and the associated repairs. The resident’s reports of damage to personal belongings caused by mould. Repairs to the damaged bath. The associated complaint.
The resident’s complaint is about the landlord’s handling of: Reports of a leak. The associated complaint.
The complaint is about the landlord’s response to: The resident’s report of damp and mould in the property. The resident’s request for it to relocate and replace radiators in the property. This investigation has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s report of: repairs to the kitchen. damp and associated repairs in the ground floor bathroom. the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in his property. We have also looked at 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 caused by an internal leak and the associated repairs. Complaint and the level of redress offered.
The complaint is about the landlord’s handling of: a repair to the resident’s front door. the associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about anti-social behaviour (ASB).
The complaint is about the landlord’s handling of the resident’s: Reports of damage to her possessions following a leak at her property. Reports of unsuitable temporary accommodation and an associated rent refund. Associated complaints.
The complaint is about the landlord’s handling of the resident’s reports of heating issues at her property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Concerns about the condition of the property when moving in. Reports of leaks, damp, and associated repairs within the property. Associated complaint.
The complaint is about the landlord’s handling of the resident’s request for an outside tap. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of fence repairs and associated costs.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Requests to be transferred to a more suitable property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s repair requests and associated damp and mould. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks. Associated complaint.
The complaint is about the landlord's handling of the resident’s reports about: A leak, damp and the subsequent repairs. Power outages in the property.
The resident’s complaint is about the landlord’s handling of: Her reports of damp and mould. Her reports of security concerns including issues with the communal entrance door, the front door to her flat and a lack of CCTV. Her requests for a housing move.
The complaint is about the landlord’s response to the leaseholder’s report of a leak. We have also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s request for a service charge repayment plan.
The complaint is about the resident’s report of a leak causing damp and mould at the property. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s gas safety inspections, including scheduling and missed appointments.
The complaint is about the landlord’s handling of the resident’s reports of damp, mould, and subsequent repairs.
The resident’s complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB), including its response to his concerns about discrimination and his information being shared. We have also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s defect reports.
The complaint is about the landlord’s handling of: repairs to the skirting boards at the property. repairs to the plastering at the property. the associated complaint.
The complaint is about the landlord's handling of reports about the condition of the communal bin area.
The complaint is about the landlord’s: Response to the resident’s report of anti-social behaviour (ASB) from a neighbour. Handling of the associated formal complaint.
The complaint is about the landlord’s response to the resident’s reports of damp and mould. This report has also considered the landlord’s: complaint handling record keeping.
The complaint is about the landlord’s handling of repairs to the wet room flooring. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The resident’s complaint is about the landlord’s: Delay in undertaking plastering works inside the property. Handling of the cleanup and repairs following plastering works. Handling of associated complaints.
| 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 |