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.
This complaint is about the landlord’s handling of: Repairs to the resident’s property including damp mould, damage to the kitchen floor, repairs to the front door and damage to walls in the communal area. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of staff conduct. Reports of anti-social behaviour (ASB). Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of repairs to the kitchen. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Requests for balcony window repairs. Reports of leaks in the property. Reports of damp, mould, and silverfish in the property. Associated formal complaint.
The complaint is about the landlord’s handling of: Repairs to flooring, windows and holes in the property. Payments for the inconvenience caused by missed repair appointments.
The complaint is about the landlord’s handling of a sewage leak in the resident’s property and associated concerns about a temporary move. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of a gas safety inspection.
The complaint is about the landlord’s handling of the resident’s reports about: Mould in the property The condition of the kitchen
The complaint is about the landlord’s handling of: repairs to the property. the subsequent complaint.
This complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The resident’s report that the landlord breached data protection regulations (GDPR) by disclosing personal information to a neighbour who was employed by it.
The complaint is about the landlord’s response to the resident’s: Reports about the condition of the property on moving in. Reports of bad language by a call handler during a telephone call. Support needs while he was a resident. Concerns about universal credit (UC) and Housing Benefit (HB). Requests for …
The complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB) from the neighbour. The management transfer. Repairs to the electrics and front door. Communication with the resident.
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 an infestation of pests.
The complaint is about the landlord’s handling of the resident’s report that a member of staff had a key and could access his property, and his request for the locks to be changed.
The complaint is about the landlord’s handling of: the resident’s reports of a rat infestation. the complaint.
The complaint is about the landlord’s handling of asbestos control measures during proposed fire safety works. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The landlord’s handling of repairs to the front door and windows.
The complaint is about the landlord handling of damp and mould at the resident’s property.
The complaint is about the landlord’s handling of the resident’s request for information about the reserve fund and increases to her service charge. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s request for repairs to the front and rear fences, and side gate.
The complaint is about the landlord's handling of repairs to the resident’s roof. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of damp and mould in the property. The Ombudsman has also investigated the landlord’s handling of the complaint and level of compensation offered.
The complaint is about the landlord’s handling of the resident’s reports of pests and the conduct of its contractor.
The complaint is about the landlord’s handling of: Damp and mould. The resident’s complaint.
The resident’s complaint is about the landlord’s handling of reported damp and mould.
The complaint is about the landlord’s handling of the resident’s reports about the conduct of its staff.
The complaint is about the landlord's response to the resident's concerns about her neighbour’s parking. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of requests for repairs to the bathroom.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB) regarding a neighbour’s dog.
The complaint is about the landlord’s handling of multiple leaks into the property and the resulting damage. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident losing access to an area at the rear of her property where she parked her car. Response to the resident’s request for a drop kerb and drive to the front of the property. Complaint handling.
The complaint is about the landlord's handling of a repair to the resident’s paving stones and patio.
The complaint is about the landlord’s handling of: The resident’s report of antisocial behaviour (ASB). The repair needed to the communal intercom system. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of a bathroom door repair.
The complaint is about the landlord’s handling of: A leak into the resident’s property from a neighbouring balcony. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp, mould, and the associated repairs. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: reports made about the resident’s placement of his bins and its response to his request for information. the resident’s associated complaint.
The complaint is about the landlord’s handling of repairs to the resident’s toilet and their request for compensation. We have also investigated the landlord's handling of the associated complaint.
The complaint is about the landlord’s handling of repairs to a balcony. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about access for postal deliveries. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of damp and mould at the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the guttering at the property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB). This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s reports of repairs to the communal roof.
The complaint is about the landlord’s response to the resident’s: Reports of a roof leak. Associated complaint. We have also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of: The resident’s reports of repairs in respect to bathroom cladding, a back door, skirting boards, worktops and internal doors. The resident’s further repairs reports about the roof, water ingress, mould treatment, a kitchen cupboard, cracks, a tree growing from under the property, …
The complaint is about the landlord’s handling of: Repairs to the resident’s boiler. Remedial repairs. The complaint. The landlord operates a 2 stage complaints process. It says it will acknowledge both stage 1 and 2 complaints within 5 working days. It will provide a stage 1 response within 10 working …
The complaint is about the landlord’s: Handling of repairs to a shutter. Response to the resident’s reports of damp and mould in the property’s living room. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about the landlord’s handling of the repairs to a fence.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould at his property. The 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 |