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 leaseholder’s request: To replace the guttering, fascia, soffits and gable end. To repair a leak from the roof. We have also considered the landlord’s complaint handling as part of the investigation.
The complaint is about the landlord’s: Communication in relation to the resident’s requests for information. Complaint handling.
The complaint is about the landlord’s: handling of repairs to windows and external doors at the property. record keeping. complaint handling.
The complaint is about the landlord’s response to the resident’s request for a new garden fence.
The complaint is about: The landlord’s handling of the resident’s concerns about the fire alarm going off and the lift being deactivated. The landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The resident’s complaint is about the landlord’s handling of leaks into the property, and the subsequent damage caused. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of: Structural issues with an external wall. Damp and mould and its repair of the associated leaks. A loss of heating and hot water following a repair.
The complaint is about the landlord’s response to the resident concerning the letting condition and her repairs reports.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to a communal front door.
The complaint is about the landlord’s handling of the resident's requests for it to replace or repair a fence at the property.
The complaint is about the landlord's handling of the resident’s:
This complaint is about the landlord’s response to the resident’s request to succeed his late mother’s tenancy.
The complaint is about the landlord’s: Response to the resident’s concerns about a panel review which it arranged to investigate his previous complaints. Handling of his subsequent complaint.
The complaint is about the landlord’s handling of concerns regarding the condition of the property when let and its delivery of repairs.
The complaint is about: The landlord’s handling of repairs to rendering. The landlord’s complaint handling.
The complaint is about the landlord's handling of the resident's reports about a leak. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlords handling of: Kitchen and bathroom repairs. The associated complaint.
REPORT COMPLAINT 202326917 Peabody Trust 18 August 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 case. This is set […]
The complaint is about the landlord’s handling of: A leak and subsequent damp and mould. Repairs to the boiler. The resident’s concerns about incorrect information on his rent account. The complaint.
The complaint is about: The local council’s consideration of the resident’s housing application and the associated banding. The conduct of the local council’s staff in respect of housing allocation. The landlord’s response to the resident’s reports of noise. The landlord’s complaint handling.
The complaint is about the landlord’s decision to send a legal letter to the resident. We have also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of a guttering repair and external wall damage.
The complaint is about the landlord's handling of the resident's rent account. 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 and mould. The landlord’s handling of the resident’s reports of a leak. The landlord’s handling of the resident’s concerns about the windows and external doors . The landlord’s handling of the resident’s complaint.
The resident’s complaint is about the landlord’s handling of: Damp and mould in the property. Her request for reimbursement for her damaged belongings.
The complaint is about the landlord’s response to the resident’s: Request for window repairs. Reports of damp and mould. Concerns about the suitability of the property.
The complaint is about the landlord’s handling of leaks which affected the resident’s flat. We have also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about its contractor’s conduct in his home during a gas safety inspection.
The complaint is about the landlord’s handling of damp caused by a neighbour’s driveway. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the resident’s concerns about her rent. Handling of reports of asbestos.
The complaint is about the landlord's handling of the resident's reports of repairs to her front and back doors and windows.
The complaint is about the landlord’s handling of the resident’s: Service charge account. Concerns about the standard of communal cleaning. Associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about works completed in her property in April 2019. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould and subsequent repairs. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s request for a meeting to discuss cyclical works . Issuing service charge statements for years ending December 2021 and December 2022. The defects list for 2022 cyclical works supplied by the resident. The resident’s concerns about the replacement of the …
The complaint is about the landlord’s handling of the resident’s reports of pests in the property.
The complaint is about the landlord’s handling of the resident’s concerns about signage on the estate.
The complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB). Complaint handling.
The complaint is about the landlord’s response to the resident’s report of: A roof leak and the handling of remedial repairs. Damage to personal property. The Ombudsman has also decided to investigate the landlord’s complaint handling.
The complaint is about the landlord's handling of: Reports about the heating system. The associated complaint.
The complaint is about the landlord’s handling of the resident’s application to be moved to alternative accommodation. The landlord’s handling of the complaint has also been considered.
The complaint is about the landlord’s handling of window repairs at the resident’s property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of intermittent water pressure. The associated complaint.
The complaint is about the landlord’s: Response to a request for additional refuse bins. Handling of guttering repairs and property humidity levels. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of noise nuisance. Associated complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of repairs, damp and mould. Response to the resident’s requests for a kitchen replacement. Complaint handling.
The complaint is about: The handling of the resident’s rehousing application. The landlord’s handling of damp and mould. The landlord’s response to the resident’s concerns about staff conduct. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s repair requests, including: Noise nuisance from an extractor fan Faulty communal lights Emergency lift repairs The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s management of: the resident’s reports of repairs and requests for compensation. the resident’s 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 |