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 reports of leaks, damp, and mould in the property. The resident’s concerns regarding her rent arrears. The Ombudsman has also investigated the landlord’s handling of the complaint. In its stage 2 response, the landlord acknowledged that the resident raised her …
The complaint is about the landlord’s handling of the resident’s: Request to repair windows which were reported as being stiff to open and close. Request to replace the bathroom at the property. Further repair requests and reports of damp and mould at the property. We have also considered the landlord’s …
The complaint is about the landlord’s handling of reports of a blocked kitchen sink.
The complaint is about the landlord's handling of the resident’s reports about other residents placing bins in a position which restricted access to her property. The Ombudsman has also investigated 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. The resident’s concerns about the condition of the windows. The associated complaints.
The complaint is about the landlord’s handling of the resident’s request for a new communal front door. The Ombudsman has also investigated the landlord’s complaint handling.
The resident’s complaint is about the landlord’s: Increases in service charges, including for property insurance. Estate management. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould, and associated repairs. The complaint.
The complaint is about the landlord’s handling of: The resident’s request for a repair to his taps, and later adaptation request. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports about dampness, humidity and mould.
The complaint is about the landlord’s handling of: The resident’s reports of damp, mould and poor ventilation. The resident’s reports of an ant infestation. The resident’s concerns about patio repairs.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) by her neighbour. Associated complaint.
The complaint is about the landlord’s response to the resident’s reports of repairs to: Remedy structural issues. The bathroom. Kitchen units. Living room window. Storage heaters. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s decision to recharge the resident for the cost of a lock change, to clean and clear his property, and the required method of payment.
Your complaint is about the landlord's handling of the utilities aspect of the service charge and the associated complaint.
The resident’s complaint is about the landlord’s handling of her reports that it installed the back garden incorrectly.
The resident’s complaint is about the landlord’s handling of: Her reported concerns about anti-social behaviour. Her reported concerns about noise nuisance from local bars. Her reported concerns about the hot water supply. Her reported concerns about heating. A statutory overcrowding assessment. Her re-housing application. The landlord’s complaint handling will also …
The resident’s complaint is about: The landlord’s response after March 2022 to the resident’s dissatisfaction with the costs for communal lighting. The landlord’s response prior to March 2022 to the resident’s dissatisfaction with the costs for communal lighting. The increase in service charges.
The complaint is about the landlord’s handling of the resident’s: Reports of issues with the intercom system. Complaint.
The complaint is about the landlord’s handling of: The resident’s reports of a leak which affected her flat. The complaint.
This investigation considers: The landlord’s handling of the resident’s reports of a shed roof leak. The landlord’s handling of the resident’s reports of fly tipping and poor grounds maintenance.
The complaint is about the landlords handling of the resident’s reports of damp and mould.
The complaint is about the landlord’s: Response to the resident’s dissatisfaction regarding service charge costs. Handling of the resident’s subject access request (SAR). Handling of the resident’s reports its staff recorded a visit in her home. Response to the resident’s reports of multiple outstanding repairs. Complaint handling.
The complaint is about the landlord’s response to the resident’s reports of damp and mould.
The complaint is about the landlord’s handling of the resident’s: Reports of outdoor lighting. Reports of uneven garden slabs. Associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould, and repairs. The resident’s request to access a storage cupboard. The resident’s concerns about the safety of the garden. The complaint.
The complaint is about the landlord’s handling of: The resident’s requests for the kitchen, bathroom, and roof to be replaced. The resident’s reports of damp and mould, and the associated repairs.
The resident’s complaint is about the landlord’s handling of boiler repairs.
The resident’s complaint is about the landlord’s handling of reports of damp and mould throughout his property.
The complaint is about the landlord’s handling of: the resident’s reports of parking issues. the associated complaint.
The complaint is about the landlord’s handling of a leak to the property and pest control.
The complaint is about the landlord’s handling of: The resident’s reports of a pest infestation. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports about the condition of the windows and her request for replacement. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Communication. Request for a reasonable adjustment. Concerns about his neighbourhood response officer. Repair requests and concerns regarding the condition of his property. Request for a management transfer.
The complaint is about the landlord’s response to the resident’s reports of flooding in his property.
The complaint is about the landlord’s handling of the resident’s: Concerns about the security of the communal bike store. Request for compensation following the theft of her bike.
The complaint is about the landlord’s handling of the installation of an intercom system. We have also considered the landlord’s complaint handling.
This investigation considers: The landlord’s response to the resident’s reports of a faulty freezer. The resident’s reports of repairs to a patio door. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s request for the installation of a wet room.
The complaint is about the landlord’s handling of the resident’s concerns regarding the communal TV aerial.
The complaint is about the landlord’s response to the resident’s reports of disrepair to the bathroom and kitchen. We have also considered the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of a boiler replacement. We have also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s rehousing request. The complaint.
The landlord’s handling of reports of a: Leaking pipe in the kitchen and subsequent remedial works. Damp and mould due to the leaking pipe. Complaints handling
The complaint is about the landlord’s handling of the resident’s: Assignment applications. Succession application. We have also considered the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of her reports of leaks, damp, and mould.
The complaint is about the landlord’s response to the resident’s concerns about the location of gas supply pipes and fire safety.
The complaint is about the landlord’s handling of the resident’s reports of a leak, damp, and mould.
The complaint is about the landlord’s response to the resident’s request for a reasonable adjustment for home visits.
The complaint is about the landlord’s handling of the repair to an extractor fan. 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 |