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 reports of damp and mould. The landlord's handling of repairs to the property. The landlord's decision to seek possession of the property. The landlord's handling of reports of damage to and/or loss of the resident's personal belongings.
The complaint is about the landlord’s: Handling of the resident’s report of damp and mould. Response to the resident’s request to move. We have also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Complaint.
The complaint is about the landlord’s handling of repairs to the driveway. We have also considered the associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of defective guttering causing rainwater to leak into the property. The landlord’s handling of the associated complaints.
This complaint is about the landlord’s handling of the resident’s: Reports of water ingress from the communal loft. Reports of suspected water ingress from the gutter and roof, and damp and mould.
The complaint is about the landlord’s response to reports of antisocial behaviour (ASB).
The complaint is about: The landlord’s handling of the resident’s concerns about the condition of the property when she moved in, including reports of damp and mould. The landlord’s handling of the resident’s complaint.
The complaint concerns the landlord’s handling of structural defects, damp and mould in the property and the resident’s request for a permanent move.
The resident’s complaint is about: The landlord’s handling of reports of damp and mould. The landlord’s handling of damage caused by damp and mould. The Ombudsman will also consider the landlord’s complaints handling.
The resident’s complaint is about: The landlord’s handling of damp and mould in the property. The landlord’s consideration of the resident’s personal circumstances.
The complaint is about the landlord’s handling of: Communication with the resident. The resident’s reports of concerns about fire safety. The resident’s enquiries about service charges.
The complaint is about the landlord’s handling of: the resident’s report of a toilet blockage in the property and their request for compensation. the associated complaint.
The complaint is about the landlord's handling of repairs to the air source heat pump system. The Ombudsman has also taken the decision to investigate the landlord’s handling of the resident’s complaint.
REPORT COMPLAINT 202333666 Origin Housing Limited 27 June 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. […]
The complaint is about the landlord’s handling of a leak at the property. The Ombudsman has also taken the decision to investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s reports that the wet room floor was uneven, and water from the shower leaked out of the room. Reported concerns regarding electrical safety and installed extraction equipment. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s concerns about asbestos and subsequent remedial works. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of leaks, damp and mould. The resident’s reports of issues with the boiler and electrical sockets. The resident’s reports of damage to personal belongings. The associated complaints.
The resident’s complaint is about the landlord's handling of: Reports of no hot water. Leaks. Damp and mould. This service 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 in the property. The installation and maintenance of aids and adaptations. The resident’s reports of structural problems with the balcony wall. The resident’s reports of a leak to the communal entrance.
The complaint is about the landlord’s handling of the resident’s request for a driveway to be built outside her home due to her medical condition. 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 issues with the hot water system. Request for compensation for high energy costs.
The complaint is about the landlord’s handling of the resident’s report of damp and mould. The Ombudsman will also consider the landlord’s complaint handling.
The resident’s complaint is about the landlord's handling of her concerns about: The condition of the property and repairs needed, including: Gap underneath the back door. The previous tenant’s belongings in the property. No lintels supporting the window. The shower not working. The roof’s condition. Damp and mould. Asbestos. Safety …
The complaint is about the landlord’s handling of: Repairs to a blocked toilet and drain. Concerns about damage to the resident’s car and an increased insurance premium. The associated complaint.
The complaint is about the landlord’s response to the resident’s query regarding: The obligation to pay service charges, which include a management fee with a 10-15% levy. Service charges. Demands for unpaid service charges and ground rent. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: complaint from June 2023 about noise disturbance because of improvement works. recent concerns about noise disturbance from improvement works. associated complaint.
The complaint is about the landlord’s response to: The resident’s concerns about the condition of the windows. The resident’s reports of an overgrown tree in the garden of a neighbouring property. The resident’s concerns about communications with staff members. The resident’s request to be rehoused. We have also decided to …
The complaint is about the landlord’s handling of: Repairs following a mutual exchange. Pest issues (infestation of rats and mice). The complaint.
The complaint is about: the landlord’s handling of the resident’s reports about damp and mould, including repairs to the gutters. the landlord’s complaint handling.
The complaint is about the landlord’s response to a damp and mould problem and related repairs.
The complaint is about the landlord’s response to the resident’s reports of damp and mould. The Ombudsman has also considered the landlord's complaint handling.
The complaint is about the landlord’s handling of repairs relating to damp and mould.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The associated complaint and her request for compensation for damaged belongings.
The complaint is about the landlord’s: Handling of the resident’s reports of damp and mould as a result of leaks. Handling of subsequent remedial repairs. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of Antisocial Behaviour (ASB). Requests for a management transfer based on his medical needs. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of issues with the drains, damp, and mould. Associated complaint.
The complaint is about the landlord’s response to the resident’s reports about damp and mould and leaks in the property.
The resident’s complaint is about: Repairs to the guttering, including the time taken to remove scaffolding put up and the communication around this. We have also considered the landlord’s handling of the associated complaint.
The complaint concerns the landlord’s handling of the resident’s: Reports of multiple repair issues, including leaks, damp and mould. Complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of damp and mould and the associated repairs. Response to the resident’s reports of damaged belongings. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Concerns relating to the cooker socket. Reports of an uneven driveway. Reports of issues with the stop tap. Concerns relating to the accessibility of the garden. Reports of damage to the microwave and dryer. We have also investigated the landlord’s …
The complaint is about the landlord’s: Response to the resident’s: Concerns about roof repairs and damage to flooring. Request for compensation relating to her time in temporary accommodation. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports that they were not receiving services they had paid for (window cleaning and use of the concierge). The resident’s concerns about their car parking space. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Reports of required repairs following a fire. Move to temporary accommodation. Associated complaints.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour. The resident’s complaint.
The complaint is about the landlords handling of: Boiler repairs. The associated complaint.
The resident’s complaint is about the landlord’s: Communication regarding rent arrears. Response to her reports about the condition of the property at the start of the tenancy. Handling of her concerns about staff conduct.
The complaint is about the landlord’s response to the resident’s reports about: Cold temperatures in the property. A leak from the bedroom skylight window. Uneven floorboards. The Ombudsman has also considered the landlord’s 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 |