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 the resident’s reports of: Her neighbour’s use of closed circuit television (CCTV). Antisocial behaviour (ASB) by her neighbour. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to: The resident’s concerns about an acceptable behaviour contract that was issued in January 2022 at a meeting that was conducted at short notice. The resident’s request for clarification on what areas it designated as communal. The resident’s reports of antisocial behaviour (ASB) …
The complaint is about the landlord’s handling of the resident’s requests for repairs to: The hot water system. The front door.
The complaint is about the landlord’s handling of: repairs following the resident’s reports of damp and mould. the resident’s complaint and claim for damaged possessions. The resident has also complaint about the impact of the damp and mould within the property on her health.
The complaint is about the landlord’s: Response to reports of water leaking into the bedroom through the ceiling and the subsequent repairs to the property. Response to reports of a gas leak in the property. Complaint handling.
The landlord’s handling of reports of repairs to the roof, and damp and mould issues.
The complaint is about: The landlord's handling of repairs to a communal door. The landlord’s complaint handling.
The complaint is about: The landlord entering the resident’s property by force and without permission to effect repairs. The compensation awarded as part of its complaint handling.
The complaint is regarding the landlord’s handling of the resident’s transfer application and request to move on medical grounds. This investigation has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s reports of a rat infestation and related repairs.
The complaint is about the landlord’s response to the resident’s request for compensation for damage to her floor caused by a leak. 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, mould, and the associated repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s decision to withdraw permission for the resident’s dog to access the communal garden. The Ombudsman has also investigated: The landlord’s complaint handling. The landlord’s knowledge and information management (KIM).
The complaint is about the landlord’s handling of: The resident’s request for a reimbursement of communal heating charges. The payment of compensation offered as part of a previous complaint. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s request to repair his front door. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of the resident's reports of intimidation by its rent collection officer.
The complaint is about the landlord’s: Handling of reports of leaks from the resident’s kitchen sink. Complaint handling.
The complaint is about: The level of the communal and personal heating service charges. The landlord’s response to the resident’s enquiries about the personal heating service charge. The landlord’s handling of the resident’s reports of maggots and flies in the communal areas. The landlords handling of the resident’s reports of …
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould, and repairs. Decants and request to make the move permanent. Reports of damage caused to her possessions. Rent refund request. The Ombudsman has also considered the landlord’s handling of the formal complaints.
The complaint is about the landlord’s handling of: Repairs to a bedroom window. Repairs to walls in the bedroom and kitchen.
The complaint is about: The landlord’s response to the resident’s concerns about fire safety of the communal maintenance cupboard door. The landlord’s handling of major works to replace the communal maintenance cupboard door. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of problems with her front door. Associated complaints.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB) due to noise. The Ombudsman has also considered the landlord’s complaint handling.
The complaint concerns the landlord’s handling of the roof leak into the resident’s property.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour.
The complaint is about the landlord’s: Response to recharges that were raised for major works carried out. Complaint handling.
The complaint is about the resident’s concerns relating to the landlord's handling of his data.
The complaint is about the landlord’s handling of the resident’s reports that a repair was required to his toilet. The Ombudsman has also considered the landlords complaint handling.
The complaint is about the landlord’s response to the resident’s reports of a blockage in the kitchen stack pipe and the level of compensation offered. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports about: Accusations made against her by a neighbour. Outstanding repairs. The landlord showing bias. The conduct and unprofessional behaviour of staff. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of repairs to the heaters, and the associated request for a refund for increased heating costs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of service charges for the property.
The landlord’s response to the resident’s request to replace the windows within the property. The landlord’s complaint handling as also been investigated.
The complaint is about: The landlord’s response to reports of noise caused by building works. The landlord’s handling of the resident’s request for rehousing. The associated complaint handling.
The complaint is about: The information provided by the landlord when the property was offered and whether there was a supply of gas to the property. The landlord’s response to concerns about gas safety and its handling of reports of a gas leak in the building. The landlord’s handling of …
The complaint is about the landlord’s handling of the residents reports of antisocial behaviour (ASB) and harassment. The Ombudsman has considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of replacement heating pipework. The landlord’s record keeping has been investigated. The landlord’s complaint handling has also been investigated.
The complaint concerns: The landlord’s handling of the resident’s reporting of concerns about dust particles in the property. The landlord’s handling of stains to the walls above the storage heaters. The landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) by her neighbours. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s reports of drainage issues. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of disrepair to her property and her concerns regarding the quality of works carried out to her property. The resident’s reports of damp and mould inside her property. The resident’s complaint about the conduct of a contractor’s operative.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks and related damp and mould repairs. Request for a rent adjustment. Formal complaints.
The complaint is about: The landlord’s response to the resident’s: Reports of damp and mould. Request for non-damp and mould related repairs. Complaint.
The resident’s complaint is about the landlord’s: Handling of repairs in her property, including damp and mould; Response to reports of pests; Response to a carbon monoxide leak, and her subsequent move from the property; Handling of the associated complaint.
The complaint is about the landlord’s handing of the resident’s reports of: Repairs to: Windows. Back door. Noise. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to: repairs to the communal roof and gutter rising damp and black mould. the associated complaint.
The complaint is about: The landlord sharing information with the resident’s advocate. The appropriateness of the landlord’s offer of a stay in respite accommodation. The landlord’s delivery of court papers to the resident’s address. The landlord’s handling of the resident’s reports of breaches of her neighbours’ acceptable behaviour contracts. Discrimination …
The complaint is about the landlord’s handling of the resident’s: Personal data and subject access request (SAR). Concerns about the installation of a replacement kitchen at her property. Request for an adaptation to her property. Associated complaint.
The complaint is about the landlord’s response to: The resident’s concerns about the conduct of its contractor’s operatives. The resident’s concerns about various repairs. The resident’s concerns about the water pressure. The resident’s request for reimbursement for costs which include: The cost of a wardrobe which was damaged. The cost …
The complaint concerns the landlord’s: Handling of the resident’s requests to be re-housed and for increased priority banding. Response to the resident’s internal transfer request. Handling of the related complaint.
| 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 |