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: Repairs to the kitchen flooring leading to a leak from within the property. A pest infestation within the property. The resident being moved into temporary accommodation. Reports by the resident that his fridge was broken, and carpets stained.
The complaint is about the landlord's handling of the resident's reports of anti-social behaviour (ASB), racial harassment, and abuse.
The complaint is about the landlord’s: response to the resident’s reports of antisocial behaviour (ASB) from a neighbour; handling of ASB reports made against the resident; decision to restrict the resident’s contact with its service; response to the resident’s reports of poor conduct and discriminatory behaviour by its staff. The …
The complaint is about: The landlord's response to the resident’s reports of a roof leak. The Ombudsman has considered the landlord’s complaint handling. The Ombudsman has considered the landlord’s record keeping.
The complaint is about the landlord’s handling of: The resident’s reports of excess cold in a single-storey side extension. The resident’s mutual exchange application. Reports of antisocial behaviour (ASB) made by the resident.
The complaint is about the landlord’s: Handling of a waste pipe leak and follow-on works. Customer service and staff conduct. The Ombudsman has also investigated 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 wet room and boiler repairs. The landlord's complaint handling.
The complaint is about the landlord’s handling of: a boundary dispute. a dispute involving a garden wall and canopy. the subsequent complaint.
The complaint is about the landlord’s handling of: The resident’s request for repairs to the property. The associated delays.
The complaint is about the landlord’s handling of: The resident’s kitchen adaptation works. The resident’s complaint. The Ombudsman also assessed the landlord’s record keeping.
The complaint is about the landlord's handling of: Repairs to the property and the associated delays. The associated complaint.
The complaint is about the landlord’s; handling of the resident’s reports of antisocial behaviour (ASB). response to the resident’s reports about the conduct of its staff. complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) between 2015 and 2020. The landlord’s handling of the resident’s reports of ASB from 2021. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Rehousing application. Reports of anti social behaviour (ASB). Formal complaint.
The complaint is about the landlord’s handling of: Reports of damp and mould. Reports of damage to the resident’s flooring. The resident’s concerns about staff conduct. The resident’s associated complaint.
The complaint is about the landlord’s disposal of the resident’s possessions. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: planned maintenance (replacement of kitchen, bathroom, central heating system and re-wiring). repairs to the central heating system. the resident’s reports of damp and mould. The Ombudsman has also investigated the landlord’s: complaint handling. record keeping.
The complaint is about: The landlord’s response to the resident’s concerns about the temperature of the water and the water pressure. The associated complaint.
The complaint is about the landlords handling of the resident’s reports of antisocial behaviour (ASB).
This complaint is about the landlord’s: Decision to seek possession of the resident’s home. Handling of a Right to Buy application. Decision to continue to charge rent while seeking possession of the property .
The complaint is about the landlord’s: Handling of repairs including damp and mould throughout the resident’s property. Response to the damage caused to household items at the property, the impact on her health and an injury sustained. Response to reports of fly-tipping and pest infestations at the property. The Ombudsman …
The complaint is about the resident’s reports concerning the landlord’s handling of: Its communication not being disability friendly. A complaint made about a member of staff on 24 December 2020. Unscheduled welfare visits. The suitability of the property allocated by the local council. The sign up and move in process. …
The complaint is about the landlord’s handling of: the resident’s reports of racial anti-social behaviour (‘ASB’) from her neighbours. the resident’s concerns about racist language used in documents submitted to court. The Ombudsman also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of: the repairs to the guttering the subsequent complaint.
REPORT COMPLAINT 202220188 Eastbourne Borough Council 28 November 2023 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. […]
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould throughout the property. Handling of the resident's reports of a leaking WC. This report also considers the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of ongoing leaks in the property. Outstanding repairs in the property caused by the leaks. The resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s reports of floods and concerns about drainage. The resident’s concerns about electrical faults. The resident’s complaints.
The complaint is about the landlord’s handling of: Overgrown trees located at the front and rear of the resident’s property. A leak at the property. The replacement of the resident’s kitchen. The associated complaint.
The complaint concerns the landlord’s handling of: Repairs to the property following flooding. Flood payments made to the resident. Removal of bathroom fittings. The subsequent complaint. Access to undertake fire and smoke alarm checks.
This is about the landlord’s response to the resident’s reports of: Communal repairs. A notice put up by a member of the landlord’s staff. Antisocial behaviour (ASB).
REPORT COMPLAINT 202127594 Optivo (now Southern Housing) 29 November 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
The complaint concerns the following: The support provided to the resident as part of the licence agreement. The landlord’s response to the resident’s reports about staff behaviour. The landlord’s response to the resident’s anti-social behaviour reports. The landlord’s decision to permanently ban the resident’s partner from visiting the scheme. The …
The complaint is about the landlord’s response to the resident’s reports of: Outstanding ‘void’ repairs at the property (pre-occupancy). Poor workmanship related to the installation of a new kitchen. An unfulfilled subject access request (SAR). Outstanding repairs at the property which it had assessed in March 2021. This report also …
The complaint is about: The landlord’s handling of the resident’s reports of a broken window, a seized hot water tap, and that her kitchen was in a state of disrepair. The landlord’s handling of the resident’s reports that the main entrance door to the block of flats was insecure and …
The complaint is about the landlord’s: Response to the resident’s reports of water ingress from her roof and resulting damage to her ceiling, damp and mould. Handling of the resident’s reports of a faulty oven. Response to the resident’s report that she had experienced racism from its staff. Complaint handling.
The complaint is about the landlord’s response to the residents reports about: antisocial behaviour. a leak at an upstairs property a neighbour’s subletting. We have also investigated the landlord’s complaint handling.
This complaint is about the landlord’s handling of reports of antisocial behaviour in the resident’s neighbourhood. We have also decided to consider the landlord’s complaint handling as part of this report.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The ASB reports made about the resident. The complaint. The Ombudsman has also considered the landlord’s record keeping.
The complaint was about: The landlord's response to the resident’s concerns about the use of a stair lift in the property. The landlord's response to the resident’s concerns about emergency fire escape lighting being left on permanently. The landlord's response to the resident’s reports that a member of staff had …
The complaint is about the landlord’s handling of the resident’s reports of damp and mould, and subsequent claim for compensation. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202212102 Derby City Council 17 October 2023 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. […]
The complaint is about the landlord's handling of the resident's concerns about works following a mutual exchange. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s reports of water ingress at his property. The Ombudsman has also considered the landlord’s handling of the associated complaint.
This complaint is about the landlord’s: Responses to the resident’s concerns about the cost of running his electric shower. Handling of repairs to the resident’s radiators, boiler, and toilet, and a bathroom leak. Response to the resident’s service complaint about a repair operative. Complaint handling.
The complaint is about the increase of service charges. The landlord’s handling of the resident’s request for information about their service charges.
This complaint is about the landlord’s handling of: Water leaks into the resident’s flat. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s reports of leaking taps. The decant process. The associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) about a neighbour, following issue of tenancy warnings. The landlord’s complaint handling.
The complaint is about the landlord’s: Handling of reports of a faulty smoke ventilation system. Handling of reports of a faulty relay system. 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 |