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 excessive cold in the property due to a draught from the front door. We have also looked at the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s rent arrears.
The complaint is about the landlord’s response to the resident’s concerns about fire safety due to a hoarded property. The Ombudsman has investigated the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of her reports of: a leak from her bathroom into the ceiling and lights of the hallway and downstairs toilet. other repairs, in particular damaged internal doors, repairs to the kitchen, and a repair to the stair bannister.
This complaint is about: The level of support the landlord provided as part of the resident’s license agreement. The cost of the resident’s room.
The complaint is about the landlord’s handling of the resident’s: Concerns regarding the security of communal post boxes. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: reports of internal repairs to her property and damage to her front door. complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of noise and antisocial behaviour (ASB). Associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns of a leak in the property, as well as damp and mould. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s request to park within the property boundary and his request for a management move.
The complaint is about the landlord’s handling of the resident’s concerns about the standard of its ground maintenance service. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns regarding: Planned upgrade work to his kitchen. Damage to his washing machine. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Damp and mould, including its associated communication. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks. Reports of squatters in a nearby property. Request to be rehoused. We have also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of:
The complaint is about the landlord’s: Handling of reports of a bed bug infestation. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Concerns about his service charge. Request for information. The Ombudsman has also looked at the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The resident’s request for a transfer. The Ombudsman will also investigate 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). Damp and mould in the property.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of leaks from the property above the resident’s.
The complaint is about the landlord's handling of repairs to a wall in the resident’s garden.
This complaint is about: The landlord’s handling of the resident’s concerns about the lift outages in his block. The level of service charges relating to the lifts and the resident’s liability to pay them.
The complaint is about the landlord’s: Response to the resident’s concerns about leaks into her property. Complaints handling.
The complaint is about the landlord’s handling of repairs to the district heating system.
The landlord’s handling of the resident’s reports of noise from her neighbour’s property.
The complaint is about the landlords: Decision to withdraw the resident’s access to on-site parking. Response to the resident’s request for a housing transfer. Handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Request for a mutual exchange (MEX). Reports of repairs identified during the MEX process. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Reports of damp and mould. Associated complaint.
The complaint is about the landlord’s handling of: A furniture and flooring package charge included on the resident’s rent account. The associated complaint.
The complaint is about the landlord’s handling of: the resident’s reports of ASB. the resident’s request for a property transfer. the complaint.
The complaint is about the landlord’s response to the resident’s reports about a lack of cleaning in the communal areas.
This complaint is about the landlord’s response to the resident’s complaint about its handling of repairs and request for compensation for failed appointments.
The complaint is regarding the landlord’s handling of the resident’s concerns about: Increases in rent and service charges. Repairs to the communal front door. Repairs to the communal lift. Reports the communal television was not working. Maintenance of the communal garden. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s repair requests. We have also considered the landlord’s complaint handling as part of the investigation.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damp and mould in the property and the associated repairs. Concerns regarding vandalism in the communal car park. Associated complaint.
The complaint is about the landlord’s response to reports of poor workmanship by its contractors.
The complaint is about the landlord’s handling of structural work at the property. The Ombudsman has also considered the landlord’s: complaint handling. record keeping.
The complaint is about the landlord’s handling of the resident’s: Request for adaptions to the property, including concerns that the landlord did not properly consider her health needs. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The complaint is about the landlord’s handling of: a pre-void inspection and the associated cost incurred by the resident. the resident’s complaint.
The complaint is about the level of compensation awarded by the landlord relating to its handling of a boiler leak. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of a leak at the property. The Ombudsman has also looked at the landlord’s complaint handling.
The complaint is about: The landlord’s upkeep of a river wall and pathway. The landlord’s response to the resident’s request that it provide him with documents and reports relating to the collapse and subsequent repair of the river wall in 1986. The landlord’s response to the resident’s concerns that the …
This complaint is about the landlord’s handling of the resident’s mutual exchange.
The complaint is about the landlord’s handling of: Repairs in the resident’s kitchen following a leak from an upstairs flat. Damp and mould. Window repairs. External drainage repairs. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Concerns regarding the delays in the window and kitchen replacement. Associated complaint and communication requirements.
The complaint is about the landlord’s handling of the resident’s reports: His garden had been damaged. The hedges at the property were not being maintained.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks and outstanding repairs. Reports of pest infestation in the property. Reports of a burst kitchen pipe. Formal complaint.
The complaint concerns the landlord’s handling of repairs to the resident’s windows.
| 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 |