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 damp and mould. Reports of garden flooding, external repairs, and recharge concerns. Aids and adaptations queries. Reports of cooker issues. Safeguarding concerns. Associated complaints.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also investigated the landlord’s record keeping. The Ombudsman has also investigated the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of a replacement electric fire.
REPORT COMPLAINT 202300740 Central Bedfordshire Council 22 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. […]
The complaint is about: The landlord’s handling of the resident’s reports of a blocked toilet and waste back-surging into her bath. The landlord’s handling of the resident’s request to move. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: reports of a pest infestation. reports of damp and mould. the complaint. At the time of the resident’s complaint the landlord was operating an interim complaints policy following a cyber-attack. Under this, it aimed to provide stage 1 complaint responses within 20 …
The complaint is about the landlord’s decision not to replace all the subfloor tiling in the property.
The complaint is about: The landlord’s handling of the resident’s reports about damp and mould. The landlord’s handling of the resident’s reports about the condition of the windows. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould and associated repairs. Reports about his kitchen floor tiles. We have also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s service charge queries. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about: Repairs to the property’s windows. Hazards in the garden of the property. Broken and blocked drains. A broken bathroom sink. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about the landlord’s response to the resident’s report of a leak. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Concerns about damp and mould. Associated complaint.
REPORT COMPLAINT 202223933 Lambeth Council 22 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 […]
The complaint is about the landlord’s handling of reports of water ingress, damp, and mould in the resident’s bedroom. The Ombudsman has also investigated the landlord’s: Handling of the complaint. Record keeping.
The complaint is about: The landlord’s handling of the resident’s reports of water running from the cistern into the toilet bowl, including his reports that repairs were not initially carried out. The landlord’s response to the resident’s concerns about the advice he was given by the landlord.
The complaint is about the landlord’s handling of the resident’s reports of issues with: the garden paving. use of the shared garden. We have also considered the landlord’s complaint handling .
The complaint is about the landlord’s handling of the resident’s reports of concerns with the heating system in the property.
The complaint is about the landlord’s handling of works to the resident’s garden. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports about the condition of the kitchen and the request for the kitchen to be replaced. Concerns about the communication method used by the landlord . Reports about the condition of the kitchen flooring. We have also considered the landlord’s …
The complaint is about the landlord’s handling of the resident’s: Reports about the condition of the kitchen and the request for the kitchen to be replaced. Concerns about the communication method used by the landlord . Reports about the condition of the kitchen flooring. We have also considered the landlord’s …
This complaint is about the landlord’s handling of: The resident’s request for a replacement back fence. The associated complaint.
The complaint is about the landlord’s handling of damp and mould and associated repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: reports of a rat infestation. complaint . This report has also assessed the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s reports of repairs to the heating and hot water system. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from a neighbour. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The rewiring of the resident’s property. Its contractors leaving the property in a mess after the rewiring works, and the resident’s reports of damaged and missing items.
The complaint is about the landlord’s handling of: Repairs to the shower in the property. The resident’s request for compensation for personal losses. The resident’s complaint.
This complaint is about the landlord’s handling of: The resident’s reports of damp and mould in his property. The associated complaint.
The complaint is about the landlord’s response to the resident’s: reports of an uneven bathroom floor. complaint. This report has also assessed the landlord’s record keeping.
This complaint is about: The landlord’s handling of repairs to the resident’s bathroom tiles and bath. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: the resident’s concerns regarding removal of access to the bin chute. the resident’s transfer request.
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould in the bathroom. Toilet repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of arranging gas service appointments.
The complaint is about the landlord’s: management of the resident’s concerns about the temporary accommodation condition handling of the resident’s reports of repairs in the kitchen in her property handling of the resident’s reports of damp and mould in her property handling of the resident’s request for reimbursement of energy …
The landlord's response to the resident's concerns about the efficiency of the heating system at the property and its refusal to install an air source heat pump.
The complaint is about the landlord’s response to the resident’s reports of repairs required to the Heat Interface Unit (HIU) in the property. This investigation has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about: the windows and doors in his property not retaining heat. the cost of his ground heat pump. damp and mould in the property. This Service has also investigated the landlord’s handling of the associated complaint.
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 handling of the associated complaint.
The complaint is about the landlord’s handling of repairs to the resident’s front door and adjacent wall.
The complaint is about the landlord's handling of the upkeep of the communal area of the resident’s property.
The complaint is about the landlord’s handling of compensation for the resident’s loss of heating and hot water.
The complaint is about the landlord’s response to the resident’s: Concerns about having to temporarily decant. Enquiries about a mutual exchange. Concerns about its handling of repairs including damp and mould. Request for a management move.
The complaint is about the landlord’s handling of: The resident’s subject access request. Imposing contact restrictions on the resident. 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. The Ombudsman has also investigated the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of a personal injury due to a ruptured post surgery incision, sustained moving to temporary accommodation. Reports of required repairs, damp, and mould. Move to temporary accommodation. Reports of a delay moving to permanent alternative accommodation. Associated complaint.
The complaint is about the landlord’s handling of: Bathroom works between May 2023 and May 2024. The resident’s complaints.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak. Temporary move. Request for compensation. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of a water leak. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould.
| 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 |