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 a data breach. the resident’s reports of antisocial behaviour (ASB). allegations of criminal damage against the resident. tenancy warning letters issued to the resident.
The resident has complained about: The landlord’s response to the resident’s reports of noise from a neighbouring property. The landlord’s response to reports of anti-social behaviour (ASB) by the resident. The associated complaint handling.
The complaint is about the landlord’s handling of: A gas leak. The complaint.
The resident’s complaint is about the landlord’s: Provision of audited service charge accounts. Handling of her associated complaint.
The complaint is about the landlord’s handling of: Repairs to the bedroom walls. Concerns raised over staff conduct and communication. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to the boiler. Damp and mould in the property. Repairs to the window restrictor. Reports of damage to the property and possessions following a leak. The resident’s requests to move. The resident’s concerns about her housing officer. The Ombudsman has also …
The complaint is about the landlord’s handling of the resident’s reports of leaks and the associated management transfer request. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A hot water cylinder replacement. The resident’s reports of obstructions in the communal area. The resident’s reports of antisocial behaviour (ASB). The resident’s request for a property transfer. The resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s reports of responsive repairs, damp and mould. A pest infestation. A temporary move. The resident’s complaint.
The complaint is about the resident’s concerns about the landlord's: Calculation of service charges. Communication about service charges. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Request for a new bathroom. Complaint.
The complaint is about the landlord’s handling of the resident’s: Door repairs. Reimbursement request for heating costs. Complaint.
The complaint is about the landlord’s handling of: repairs to the intercom system. the associated complaint.
The complaint is about the landlords response to the resident’s: Reports of damp and mould and associated repairs Reports of damage to her property The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s request for permission to sublet her property. Response to the resident’s request to be allocated a disabled parking space. Consideration of the resident’s vulnerability and disability while dealing with her requests and complaint. Handling of the resident’s complaint.
The resident’s complaint is about the landlord’s handling of: Repairs to the boiler. Updates to the resident’s tenancy details. The associated complaint.
The complaint is about the landlord’s handling of the resident’s decant. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: concerns about a staff member’s conduct request for her tenancy agreement reports of antisocial behaviour (ASB) report of window repairs request for a new front door report the landlord was arranging repair visits without telling her We have also investigated …
The complaint is about the landlord’s response to the resident’s report of water entering the property and the associated damp and mould.
The complaint is about the landlord’s handling of the resident’s: Reports of water ingress from the roof and skylight and resulting damage to the living room ceiling. Reports of issues with her windows. We have also considered the landlord’s complaint handling.
The landlord’s handling of the resident’s: Requests to cut back the trees overhanging the rear of the property. Associated complaints.
The resident’s complaint is about the landlord’s handling of a repair to a plastered wall in the property. 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 damp and mould.
The resident’s complaint is about the landlord’s handling of her reports of damp and mould. We have also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s reports of Antisocial Behaviour (ASB)
The complaint is about the landlord’s handling of: The resident’s requests for window repairs and replacement. Damp and mould repairs and associated requests for health considerations. The resident’s reports of drainage issues. Associated complaint.
The complaint is about the landlord’s response to service charge queries. We have also assessed the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s concerns regarding the installation of new windows in his home. The landlord’s handling of the resident’s request for reasonable adjustments. The landlord’s handling of the resident’s claims of insensitive and dismissive language being used by its staff. The landlord’s handling …
The complaint is about the landlord’s handling of: Reports about the hot water supply to the resident’s bath and shower. The associated complaint.
The complaint is about the landlord’s: communication with the resident about lowering her ceiling. response to the resident’s requests for compensation. handling of the complaint.
The complaint is about the landlord’s response to the resident’s reports about the personal impact she experienced as a result of communal repair issues.
The complaint is about the landlord’s handling of: The resident’s reports about a ground floor communal door, her mailbox, flat doors, and pigeons in the loft. A request for a residents’ meeting. The resident’s concerns about missing rent payments.
The complaint is about the landlord’s handling of the resident’s reports of water ingress and damp and mould in the property. We have also considered the landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of repairs to the resident’s garden and fence. The Ombudsman has also investigated the landlord’s handling of the complaint.
The complaint is about: The landlord’s handling of repairs. The level of compensation offered by the landlord. The Ombudsman will also consider the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of rising damp and associated repairs. Concerns regarding asbestos in the property. Associated complaint.
The complaint is about the landlord’s handling of repairs to doors. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of a repair to a leak.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Response the resident’s request for reasonable adjustments in line with the Equality Act 2010. Handling of the associated complaint.
The complaint is about the landlord’s handling of multiple repairs at the resident’s property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: the resident’s reports of cold temperatures inside, and excessive heat loss from the property the resident’s request for cavity wall insulation to be replaced The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of noise nuisance and antisocial behaviour (ASB). We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of window repairs.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak from the flat above and subsequent repair issues. Concerns about her temporary move. Complaint.
The complaint is about the landlord’s response to: The resident’s concerns in respect to windows. The resident’s noise reports. The resident’s reports of damp and mould. The resident’s concerns in respect to the kitchen and bathroom.
The complaint is about the landlord’s handling of: Reports of leaks which caused damp and mould. Issues with electrics at the property due to the leak. The resident’s request for pebbledash to be removed from the property. The complaint.
The complaint is about the landlord’s handling of the residents reports about the conduct of staff members. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould resulting in bugs.
The complaint is about the landlord’s handling of the resident’s request for works to her water-logged garden.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs. Concerns regarding comments made by a surveyor during a visit to the property. Associated 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 |