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 response to the resident’s concerns regarding: Communal repairs to a wooden door frame and lights. Tree management. An electrical repair to the resident’s property. Pest control in the communal area. Condition of communal areas including the stairway, walls and flooring outside the lift. Grounds …
The complaint is about the landlord's handling of the resident’s: Reports of a leak. Associated complaint.
The complaint is about the landlord’s response to the resident’s requests for: information on the service charges for the 2024 to 2025 financial year. an Energy Performance Certificate (EPC).
The complaint is about the landlord’s handling of the resident’s service charge refund.
The resident’s complaint is about the landlord’s handling of a reported leak and the subsequent damage caused. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about: The landlord’s choice-based letting portal. The resident’s tenancy start date. Staff conduct.
The complaint is about the landlord’s response to the resident’s reports of disrepair, including damp and mould. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of a leak. Handling of the formal complaint.
The complaint is about the landlord’s handling of the resident’s service charge queries. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about parking on the estate.
The complaint is about the landlords handling of: Repairs to the resident’s platform lift. The resident’s requests for interior decorating. The Ombudsman has also investigated the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s handling of the resident’s report of damp and mould in the property.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Handling of structural repairs to the property. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports about repairs needed to her home. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s requests for explanations and evidence for increases to her service charge and the status of a reserve fund. The associated complaint.
The complaint is about: The landlord’s response to reports of damp and mould. The associated complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The resident’s complaint is about the landlord’s handling of: An assault and not being able to retrieve footage. Informing the resident of the process to retrieve footage. The neighbour taking the resident’s bin. The neighbour’s ring doorbell and the time taken to remove it. Its failure to provide reasonable adjustments. …
The complaint is about the landlord’s handling of the resident’s reports of noise and antisocial behaviour (ASB).
The complaint is about the landlord’s handling of: The resident’s reports about damp and mould in the property. Decant accommodation. The associated complaint.
The resident’s complaint is about the landlord’s handling of: Roof leaks, consequent damp and mould, and the handling of remedial repairs. A request for compensation for damage to personal property and lost rental revenue.
This complaint is about the landlord’s handling of reports of water ingress.
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould. Repairs to the windows. Repairs to the fence. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in the property. Associated complaint.
The complaint is about the resident’s concerns that a faulty boiler caused increased electricity bills. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about: the condition of the property when let in 2010. the landlord’s handling of an asbestos incident in 2017. the landlord’s handling of a ceiling repair. the landlord’s response to the resident’s concerns about asbestos. the landlord’s response to the resident’s concerns about contaminated ash and air …
The complaint is about the landlord’s handling of: Reports of roof leaks causing damp and mould in the resident’s property. The resident’s request for permission to install a shed in the communal gardens. The resident’s communication that her mother had died and her request for it to return the death …
The complaint is about the landlord’s handling of: The resident’s reports of lighting and electrical issues in her home. The resident’s report about the condition of the patio. A reported issue with the bathroom door following a repair to the bathroom floor. This service had also considered the landlord’s handling …
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 the resident's reports of: Damage caused when conducting repairs, quality of works, and the landlord not completing a snagging list. Radiators not heating the property sufficiently. Repairs required to address concerns about the property’s condition. We have also investigated the landlord’s complaint …
The complaint is about the landlord’s handling of the leaseholder’s reports of: Condensation in the loft. Damp and mould. The standard of works to the communal areas. We have also considered the handling of the complaint.
The complaint is about the landlord’s handling of the resident’s query about the size of his property in 2023.
The complaint is about the landlord’s handling of the resident’s: Request to purchase the remaining shares in his property. Associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about: Anti-social behaviour (ASB). Its members of staff’s behaviour. Outstanding repairs. This Service has also considered the landlord’s handling of the complaint.
The complaint is about: The resident's reports of faulty windows resulting in damp and mould. The resident's reports of faulty bathroom and kitchen fans. The resident's reports of poor complaint handling.
The resident’s complaint is about the landlord’s handling of reports of damp and mould and subsequent repairs to the guttering, the facias, the soffits, roof, doors and window frames of the property.
The complaint is about the landlord’s handling of the resident’s concerns about: Damp and mould in his bedroom. Staff conduct. Service charges.
The complaint is about the landlord's handling of reports of damp and mould and the associated repairs.
The complaint is about the landlord’s handling of the residents reports of anti-social behaviour (ASB).
The complaint is about the resident’s concerns about the landlord’s handling of his rent account.
The complaint is about the landlord’s handling of the resident’s: reports of repairs to the flooring; associated complaint.
This complaint is about the landlord’s handling of: Electrical works and electrical inspections at the property. The associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Request for reimbursement for damaged items.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s complaint handling is also considered.
The complaint is about the landlord's response to the resident's: reports of antisocial behaviour (ASB). reports of an outstanding repair to her front door. request for a management transfer. request for reasonable adjustments. complaint.
The complaint is about the landlord’s handling of the resident’s reports of a leak. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s request for a move. The repairs to the resident’s property pending her permanent move. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks and damp and mould within the property. Concerns about a trip hazard in the communal area of the building. Request for it to repair the bedroom window and the communal door.
The complaint is about the landlord’s handling of repairs to the resident’s gas fire. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord's handling of: Repairs to a blocked pipe and associated leaks. The recording of the resident's vulnerabilities. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to gaps to doors. Porch tile repairs. The aerial not functioning. Repairs to the electric garage door and leak into the garage. Window repairs. Repairs to kitchen. 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 |