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: Blocked drains. A leak and mould under the sink. Front door defects. Damaged fence panels. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about: The service provided by the managing company. Anti-social behaviour. The Ombudsman has also considered the landlord’s handling of the associated complaint.
This complaint is about the landlord’s handling of: Reports of water ingress from the resident’s roof. Reports of pests. Reports about issues with the resident’s boiler. The associated complaint.
The complaint is about: The landlord’s response to reports of antisocial behaviour (ASB). The resident’s claim that the landlord retracted a managed move.
The complaint is about the landlord's response to the resident's reports of antisocial behaviour (‘ASB’), and his request to be reimbursed for the impact of ASB on him, including the costs of staying away from the property.
The complaint is about the landlord's handling of repairs to the resident’s property (including damp and mould).
The complaint is about: The landlord's maintenance and management of repairs to the block. The landlord's maintenance of CCTV. The landlord's response to the resident’s reports of anti-social behaviour (ASB) in the block. The landlord's response to the resident’s queries about the service charges. The landlord's handling of the complaint.
The complaint is about the landlord’s handling of: The mutual exchange, including the condition of the property and garden. The resident’s reports of repairs and pest infestation. The resident’s concerns about staff conduct. The resident’s reports of damp and mould, including mould damage to her possessions. The resident’s concerns about …
The complaint is about the landlord’s handling of the resident’s reports of damp and mould, and their proposed move to temporary accommodation.
The resident’s complaint is about the landlord’s handling of reports of: A repair to the wet room pump. Damp and mould.
The complaint is about the landlord’s handling of the resident’s reports about: The level and reasonableness of estate service charges The ground maintenance service. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: works to the resident’s boiler and the replacement of a radiator at the property. repairs to a window mechanism at the property.
The complaint is about the landlord’s handling of the resident’s report of damp and mould in the 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 damp and mould in the property. We have also investigated the landlord’s complaint handling.
The resident’s complaint is regarding the landlord’s: Response to her concerns that works were not carried out in line with asbestos regulations and guidelines. Management of asbestos removal, subsequent clean up and associated repairs. Response to her request to replace her upstairs carpets.
The complaint is about the landlord’s response to the resident’s. Reports of anti-social behaviour (ASB). Request to be moved.
REPORT COMPLAINT 202435070 Town and Country Housing 30 May 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 reports of roof repairs and damage to a bedroom wall. The Ombudsman has also considered the associated complaint handling.
The resident’s complaint is about the landlord’s response to: Reports of damp and mould in the property. Reports of heating and ventilation issues. Reports of incurred debt as a result of the property condition. The resident’s concerns about the landlord’s maintenance of the land at the rear garden. The resident’s …
The complaint is about the landlord’s handling of the resident's: Reports of a leak from the ensuite shower. Associated complaint.
REPORT COMPLAINT 202423985 Abri Group Limited 29 May 2025 (amended 1 July 2025) Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Associated Complaint.
The complaint is about the landlord’s handling of works to communal stairwells. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about: the condition of the communal areas. noise nuisance from her neighbours’ pets.
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: Reports of a broken bathroom extractor fan. Reports of a broken window. The associated complaint.
The complaint is about the landlord’s handling of leaks, damp and mould.
The complaint is about the landlord’s handling of the resident’s: Concerns about leaks, and damp and mould within the property. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould, and the associated repairs.
The complaint is about the landlord’s handling of: The decant process, including the resident’s request for a permanent move to an alternative property. The resident’s request for a parking permit at the decant property. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Repair requests following a leak into the property and subsequent report of damp and mould. Complaint.
The complaint is about the landlord’s: handling of reports of damp and mould. understanding of the household’s vulnerabilities and support needs. The Ombudsman has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s response to the resident’s reports of a leak in her kitchen. This report has also assessed the landlord’s: complaint handling. record keeping.
This complaint is about the landlord’s handling of: The resident’s mutual exchange. Reports of water ingress, damp and mould. Outstanding repairs.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould within the property.
The complaint is about the landlord’s handling of: Snagging works in the property. The resident’s concerns about the fire alarm trunking. The landlord’s handling of the complaint has also been considered.
The complaint is about the landlord’s response to reports of a leak in the property and resulting damp and mould. The landlord’s complaint handling.
REPORT COMPLAINT 202327380 London & Quadrant Housing Trust (L&Q) 29 May 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The complaint is about the landlord’s handling of repairs at the resident’s property.
The complaint is about the landlord’s response to leaks in the resident’s property including reported damage to the ceiling, hallway, walls and damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of works within the resident’s bathroom and kitchen.
The complaint is about the landlord’s handling of: Water leaks from the flat above, including repairs and damp and mould. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of roof leaks affecting the property and associated repairs. Associated complaint.
REPORT COMPLAINT 202231913 Midland Heart Limited 29 May 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 […]
The complaint is about the landlord’s response to: The resident’s reports of subsidence in his property. The resident’s request that it remove a tree that was next to his property.
The complaint is about the landlord’s handling of the repairs to the drainage system.
The resident’s complaint was about: The landlord’s response to the resident’s request to install an electric parking gate. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Request for an explanation of the amount charged for a communal electric service charge. We have also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: report of a blocked kitchen sink; concerns about the conduct of the contractor; rent account; associated complaint.
The resident’s complaint is about: The landlord’s handling of a leak. The landlord’s handling of the resident’s concerns about security following a bicycle theft. The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). 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 |