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: report of repairs required to the windows and front door. reports of a rodent infestation, damp and mould. reports of anti-social behaviour (ASB) and noise nuisance. request for a management move.
The complaint is about the landlords: Delays in providing requested information for the sale of the property. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs required at the property. Request for rehousing.
The complaint is about the landlord’s: Response to reports of recurring leaks from the flat above. Response to the noise from the flat above which was said to be due to the lack of sound proofing under the laminate flooring. This report has also taken into consideration the landlord’s handling …
The complaint is about the landlord’s handling of the resident’s complaint concerning repairs including heating issues, damp, and mould.
The complaint is about the landlord’s handling of reports of delays in communication by the sustainability team.
The resident’s complaint is about how the landlord has handled his reports about outstanding repairs to a boundary fence.
The complaint concerns: The Council’s response to reports of antisocial behaviour. The level of cleanliness and maintenance in communal areas.
The resident’s complaint is about: The landlord’s handling of requests for repairs to a leaking communal roof, including associated repairs to damage caused to the resident’s property. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of damp and mould. The Ombudsman has also considered the landlord’s complaint handling and record keeping.
This complaint is about how the landlord handled: The resident’s reports of noise nuisance, antisocial behaviour and tenancy breaches from her upstairs neighbour. The resident’s concerns that the path outside her house and a corridor were being used inappropriately by third parties, including a dispute about whether the path and …
The complaint is about the landlord’s: Handling of the annual gas safety inspection at the resident’s property and its communication. Complaint handling.
The complaint is about: The landlord’s handling of reports of damp and mould in the property. The associated complaint handling.
The complaint is about: The landlord’s handling of garage repairs and subsequent recommended adaptations. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of the resident’s: Rent account, and the associated arrears. Rehousing application. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports about antisocial behaviour (ASB). The landlord’s handling of repairs to floorboards. The landlord’s complaint handling and record keeping.
The complaint is about the landlord’s handling of: Repairs to the kitchen. The resident’s decant from the property. The resident’s concerns about officer conduct. The associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns that a bedroom in the property was not sufficiently insulated and was too cold to use. The Ombudsman has also investigated the landlord’s complaint handling.
The resident’s complaint is about: The landlord’s handling of requests for improvement in the maintenance of the communal garden. The landlord’s handling of requests for cleaning and renovation of interior decoration and carpets in communal areas. The landlord’s handling of lift repairs, including delays in replacing the communal lift. The …
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Handling of the resident's managed move. Response to the resident’s request for compensation. Response to the resident’s reports of leaks causing damp and mould in the property. Response to the resident’s concerns about the structural …
The complaint is about the landlord’s: Response to the resident’s reports about the condition of the property following the landlord’s acknowledgement of damp, mould and pest infestation issues. Consideration of compensation for personal injury. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports regarding: Outstanding roof repairs. Damp and Mould. The associated formal complaint.
The complaint is about the landlord’s handling of the resident’s: anti-social behaviour (ASB) reports. heating and hot water repairs. rent arrears. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Response to reports of damp and mould. Response to window repairs. Handling of the associated complaint.
The resident’s complaint is about the landlords handling of the resident’s requests for: Rehousing. Adaptations following occupational therapist assessments.
The complaint is about the: Landlord’s handling of the resident’s reports of anti-social behavior and noise disturbance. Landlord’s response to the resident’s request for a management transfer. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of reports of antisocial behaviour (ASB). Delay in the painting of the property. Handling of the associated complaint.
The complaint is about: The landlord’s handling of the resident’s request for information about the removal and replacement of cladding on the building. The landlord’s response to enquiries made by the resident relating to fire safety and the EWS1 certificate. The landlord’s handling of the complaint.
The complaint is about the landlord’s handling of repairs to windows and doors at the property.
The complaint is about the landlord’s handling of repairs to the resident’s property including a leak and subsequent remedial works, repairs to the windows, and mice and pigeons in the property. The Ombudsman has also considered the handling of the associated complaint.
The resident’s complaint is about: The landlord’s handling of a request to refurbish the resident’s bathroom. The landlord’s handling of requests for repairs to the bathroom. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about: The landlord’s handling of a toilet leak and a request for a deep clean. The landlord’s handling of various repairs. The Ombudsman has also considered: The landlord’s record keeping. Complaint handling.
The landlord's response to reports of roof tiles falling onto the resident’s partner’s car during a storm. The landlord's delay in completing remedial works. The landlord's response to claims the roof has been defective since 2019.
The complaint is about the landlord’s response to: Reports of antisocial behaviour (ASB) within the block. Items being dumped in the bin store. Concerns about communal cleaning not being completed.
The complaint is about: The landlord’s handling of reports of damp and mould in the property. The landlord’s handling of reports of issues with drainage to the front and back gardens of the property. The associated complaint handling.
The complaint is about: The landlord's response to a request for windows to be replaced. The landlord's handling of a defective bathroom floor. The landlord’s handling of the complaint.
The complaint is about the landlord’s handling of damp and mould in the resident’s property.
The complaint is about the landlord’s handling of the resident’s: Reports of threatening behaviour, harassment, and anti-social behaviour (ASB). Request for a priority management transfer and its decision to remove her priority banding from its bidding process. Formal complaint. The Ombudsman has also considered the landlord’s knowledge and information management.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of redecoration works at the property. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of: Repairs to internal damage at the resident’s property including her ceiling and redecoration. Repair works to the exterior of the resident’s property including pathway and staircase cracks, gutters, cracks to the front of the property, drainage checks and repointing to the brickwork. …
The complaint is about the landlord’s: Decision to allocate a single point of contact to the resident (SPOC). Investigation in to staff conduct. Handling of reports of issues with poor caretaking. Handling of the complaint including the request for compensation.
The landlord’s handling of the communal walls and ceiling following leaks, and of the presence of asbestos in the walls. The landlord’s complaint handling has also been investigated. The landlord’s record keeping has also been investigated.
The complaint is about: The landlord’s handling of the resident’s concerns around changes to the parking system. The landlord’s complaint handling.
The landlord’s response to the resident’s request for a copy of a legionella’s report. The associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of fleas in the property. Complaints handling.
The complaint is about the provision of estate services paid for by the resident through his service charge to the landlord. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is regarding the landlord’s: Handling of repairs. Response to reports of damp. Level of communication with the resident.
The complaint is about; The landlord's response to the resident's reports of having no heating and hot water. The landlord's handling of the resident's reports of a carbon monoxide leak from the boiler. The landlord's handling of the resident's arrears on the rent account The landlord's decision to make a …
| 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 |