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: Concerns regarding staff conduct. Reports of antisocial behaviour (ASB). Reports of delays with installing safeguarding measures at the property. Concerns about a 'visit in pairs' marker . We have also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s reports of noise nuisance.
The complaint is about the landlord’s handling of the void period prior to the resident moving in to the property. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of damp walls. Concerns about the condition of the property’s doors and windows. The Ombudsman has considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of window repairs and replacement. The landlord’s handling of the 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 the resident’s: Reports about the standard of communal services, namely: Grounds maintenance. Communal cleaning. Complaint.
The complaint is about the landlord’s handling of the resident’s: Right to Acquire application (RTA). Communications and Complaint.
The complaint is about the landlord’s response to the resident concerning: His reports about communal issues including doors, an electricity bill and lighting. His reports about property repairs. His request for a managed move.
The complaint is about the landlord’s response to the resident’s concerns about her service charges. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about damp.
The complaint is about the landlord’s handling of the resident’s request to repair or replace her shower.
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould in the property. A missing cooker connection. We have also considered the landlord’s response to 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 rodents in the property. the associated complaint handling.
The landlord’s response to the resident’s complaint about: It disconnecting his gas supply. His request for compensation for damage it caused to his gooseberry bush. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s request for permission to store and charge a mobility scooter.
The complaint is about the landlord’s handling of a shower repair.
The complaint is about the landlord's handling of: Repairs to the resident’s kitchen. The resident’s reports of damp and mould.
The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the council's handling of the resident’s reports of no heating or hot water.
REPORT COMPLAINT 202322301 Camden Council 14 July 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. This is […]
This complaint is about the landlord's handling of 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 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 concerns regarding the validity of the fire risk assessment and his queries concerning the proposed works to install a communal fire alarm system. The landlord’s handling of the complaint has also been considered.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Associated complaint.
The complaint is about: the landlord’s changes to its allocations policy. the landlord’s handling of a rehousing application. The landlord’s complaints handling.
The complaint is about the landlord’s handling of heater replacement work.
The complaint is about the landlord’s handling of the resident’s concerns about payments made to his rent account. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the property. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: Planned maintenance of communal areas. Access to, and maintenance of, a communal bike storage. Requests for window cleaning. Requests to install a video intercom. Service charge enquiries. Repairs to a communal lift. Reports about car parking issues. The associated complaint.
The complaint is about the landlord’s handling of: its investigation into a report of antisocial behaviour (ASB) involving the resident’s partner and her neighbour. repairs relating to a leak from the roof. the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) by a neighbour. Reports about CCTV cameras and a security light installed by a neighbour. Associated complaint.
The complaint is about the landlords handling of the resident’s: Reports of a leak and the associated roof repairs. Reports of damp and mould in the bedrooms of his home. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns regarding notice of work to his building, and related charges.
The complaint is about the landlord’s handling of the resident’s report of damage to her gutter. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of repairs caused by leaks. Handling of the resident’s request for compensation following leaks at her property. Complaint handling.
The complaint is about the landlord’s handling of the resident’s shared ownership property purchase.
The complaint is about the landlord’s handling of the: Resident’s reports about the standard of cyclical redecoration works to the communal areas of the block. Associated complaints.
The complaint is about the landlord’s response to the resident’s: Report of repairs in the kitchen, bathroom, and toilet (WC) and associated damp and mould. Associated complaint.
The complaint is about:
The complaint is about the landlord’s handling of reports of asbestos, damp and mould.
REPORT COMPLAINT 202232040 Estuary Housing Association Limited 16 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 […]
The complaint is about the landlord’s handling of the resident’s concerns a neighbour had installed a smart doorbell.
This complaint is about the landlord’s response to the resident’s complaint about the time taken to restore her hot water supply.
The complaint is about the landlord’s handling of the resident’s reports about: Leaks, damp and mould, and sink back surges. Anti social behaviour (ASB) from a neighbour.
This complaint is about how the landlord handled the resident’s repair requests. We have also considered how the landlord handled the resident’s complaint.
The complaint is about the landlord's handling of the resident's reports of rodent infestation.
The complaint is about the landlord’s response to the resident's reports about antisocial behaviour (ASB).
The complaint is about the landlord’s handling of: The resident’s disrepair claim, including the associated repairs. Repairs to the resident’s extractor fans. The resident’s 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 |