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 information provided by the landlord to the resident when they purchased their independent living accommodation about its provision of care services and whether this amounted to mis selling. The landlords decision to end its care service provision and whether this amounted to a breach of …
The complaint is about the landlord’s handling of the resident’s: Reports about the frequency of grounds maintenance. Associated complaint.
The complaint concerns the landlord's handling of: The resident’s reports of antisocial behaviour (ASB). The related complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Issues with the condition of the property when she moved in. Outstanding repairs to the property, including the condition of the kitchen, and the related damp and mould The Ombudsman will also investigate the landlord’s handling of the …
The complaint is about how the landlord handled the resident’s: request for rehousing on medical grounds. reports of: drafty windows. a faulty storage heater. various outstanding repairs. damage to personal possessions. This report has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damp in the property and associated repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s request for maintenance of trees at the property and associated repairs.
The complaint is about: the landlord's handling of the remedial work required to the cladding The Ombudsman has also considered the landlord’s: record-keeping handling of the associated complaint
The complaint is about the landlord’s handling of the resident’s reports of: antisocial behaviour (ASB) from her neighbour. damp in the kitchen, living room, and hallway. various repairs, including repointing in the loft, a drafty bathroom window, and a missing seal on the front door.
The complaint is about the landlord’s handling of: The resident’s reports of repairs to the property. The complaint and the level of redress offered.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour.
The complaint is about the landlord’s: Handling of the resident’s reports of poor conduct by contractors. Handling of repairs. Response to the resident’s concerns about the presence of lead within the property. Complaint handling.
The complaint is about the landlord’s response to the resident’s reports of dog mess and rubbish in a communal drain.
This complaint is about how the landlord handled a leak into the resident’s property.
The complaint is about the landlord’s handling of the residents reports of noise nuisance.
The complaint is about the landlord’s handling of: Redress for the resident’s hot water issues from 22 July 2023 to 26 November 2023. The resident’s complaint.
This complaint is about the landlord’s handling of: Damp and mould repairs in the bathroom. The associated complaint.
The complaint is about the landlord’s handling of reports of antisocial behaviour (ASB). We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: the resident’s reports about damp and mould, and subsequent repairs. the complaint.
The complaint is about the landlord’s response to the resident’s concerns about the conduct of its contractor’s operative.
The complaint is about the landlord’s response to the resident’s reports of: The lack of servicing to the stairlift in the property. The conflicting advice by its contractors regarding the safety of the stairlift.
The complaint is about the landlord’s handling of the resident’s: Reports of required repairs following a mutual exchange. Associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about: The ground maintenance service. The maintenance of trees. The replacement of the communal mats. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of a leak at a neighbouring property causing damage to her property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of damp and mould.
REPORT COMPLAINT 202332109 London Borough of Croydon 8 September 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 […]
This complaint is about the landlord’s: Response to the resident’s request to have flooring thresholds installed in the property. Handling of the complaint about the flooring thresholds. Response to reports of a leak in August 2022. Handling of the complaint about the August 2022 leak.
The resident’s complaint is about the landlord’s: Handling of repairs to the bathroom and kitchen ceilings. Complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about: its investigation into her complaint about staff conduct . its Chief Executive response to her emails.
The complaint is about the landlord’s handling of the resident’s report that there was an issue with damp and mould and cracks to plaster internally. We have also considered the landlord’s handling of the resident’s complaint.
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 the resident’s: report of a leak from the flat above, and the subsequent report of damp and mould request to decorate the property following the flat leak request to make good the garden and install a higher fence request to replace a …
The complaint is about the landlord’s handling of kitchen repairs.
The complaint is about the landlord’s response to the resident’s concerns about access to her garden.
The complaint is about the landlord’s: Response to the resident’s dissatisfaction about a service charge increase. Handling of the resident’s reports of a roof leak. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s request to repair or replace her windows and doors.
The complaint is about the landlord’s response to the resident’s reports of foxes causing noise nuisance and disturbance. The Ombudsman has also considered the landlords complaint handling.
This complaint is about the landlord’s handling of: The resident’s reports of window issues. The associated complaint.
The complaint is about the landlord’s response to the resident’s: concerns about the unit cost of heating and hot water. request for further information about an increase in heating and hot water charges. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about a gate and fencing to the side of her home.
The complaint is about the landlord’s handling of the: Resident’s reports about the standard and frequency of grounds maintenance. Associated complaint.
The complaint is about the landlord’s handling of repairs to the resident’s property following a mutual exchange.
The complaint is about the landlord’s: Handling of repairs to the resident’s home. Response to a request for aids and adaptations. Complaint handling and the level of compensation offered.
The 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: the repairs to the resident’s kitchen following a flood. the repairs to the resident’s property’s leaks. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s report of a leak into their property, and the associated repairs.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks and associated damp. Complaint.
The complaint is about the landlord’s response to the resident’s reports of outstanding repairs. This report has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of issues with low water pressure and hot water at the property.
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould. A rat infestation in his kitchen. 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 |