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: a leak and subsequent damp and mould in his bedroom. a lack of cleaning and rats in the communal areas. 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 subject access request (SAR). Damp and mould in the resident’s property. Asbestos in the ceiling and electrical issues. Rodent infestation. The complaint. The landlord operates a 2 stage complaints process. Its policy says it will respond at stage 1 within …
The complaint is about the landlord’s handling of the resident’s requests for compensation for damage to personal belongings and for cleaning costs.
The complaint is about the landlord’s response to the resident’s reports of subsidence. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the:
The complaint is about the landlord’s response to the resident’s reports of damp and mould at the property.
The complaint is about the: Landlord’s handling of the intended removal the resident’s vehicle. Landlord’s use of an alleged illegal contractor and the legality of its actions. Legality of the contractor’s actions in removing, storing, and charging for storage of vehicles. Landlord’s complaint handling.
The complaint is about the landlord’s handling of: bathroom, cloakroom and kitchen repairs. external door repairs. radiator repairs. roof repairs. The Ombudsman has also considered the landlord's: complaint handling. record keeping.
The complaint is about the landlord’s handling of the resident’s: Antisocial Behaviour (ASB) reports. Complaint.
The complaint is about the landlord’s handling of: A leak and kitchen repairs in the resident’s property. Reimbursement of associated costs while in temporary accommodation. Forced entry into the resident’s property. Stolen money from the resident’s property. Initially rehousing the resident, and her subsequent request for further rehousing. The complaint. …
The complaint is about the landlord’s handling of: The resident’s ongoing reports of antisocial behaviour (ASB) and noise. The resident’s concerns regarding closed circuit television (CCTV). The Ombudsman has also investigated the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: A blocked toilet which caused a back surge of wastewater, and damage to flooring. The resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s knowledge and information management.
The complaint is about the landlord’s handling of the resident’s concerns about communal heating charges.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property.
The complaint is about: The landlord’s quality of work in the renewal of the kitchen and additional works. The landlord’s response to requests that it reimburse for damaged goods. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint and its record keeping.
The complaint is about the landlord’s handling of: the resident’s request to be rehoused. the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of birds living in the property’s walls and associated repairs. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB), by a neighbour between August 2024 and November 2024.
REPORT COMPLAINT 202233701 Clarion Housing Association Limited 7 August 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 […]
The complaint is about the landlord’s handling of the resident’s concerns about: rodents coming into her home. the size of her child’s bedroom. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Associated formal complaint.
The complaint is about the landlord's handling of the resident’s: reports of pests at the property. rent enquiry. associated complaint.
The complaint is about the landlord’s handling of: repairs to the kitchen floor and upstairs floorboards. work to improve the warmth of the property. The Ombudsman has also taken the decision to investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s requests for repairs to the front door entry system.
The complaint is about: The landlord’s handling of the resident’s reports of heating and hot water outages. The landlord’s complaint handling.
The complaint is about the landlord’s: handling of repairs. complaint handling.
The complaint is about the landlord’s handling of the resident’s request for compensation following a kitchen replacement.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in her property. Complaint.
The complaint is about the landlord’s handling of; Repairs following a flood in the property. The resident’s request for compensation for items damaged by the flood. The complaint
The complaint is about: The landlord’s response to the resident’s reports about communal grounds maintenance. The associated complaint handling.
This complaint is about the landlord’s handling of: The fitting of handrails to the resident’s property. The resident’s reports of a leak from the lever tap in her kitchen and request for compensation for damaged belongings. The resident’s reports of repair to her bathroom tiles. The associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about: The air source heat pump (ASHP). The garden. We have also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of major adaptation works to the property. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A leak and the subsequent moves to temporary accommodation. The resident’s complaint. The Ombudsman will also investigate the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Transfer/rehousing application.
The complaint is about the landlord’s handling of: The resident’s door repairs. The associated complaint.
The complaint is about the landlord’s response to the resident’s reports of: Antisocial behaviour (ASB). Leaks from the flat above. 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 in the property. 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 a roof leak, which caused damp and mould. The Ombudsman has also considered the landlord’s: Complaint handling. Knowledge and information management.
The complaint is about the landlord’s handling of: the resident’s reports concerning major repairs to the property. the associated complaint.
The complaint is about the landlord’s response to the resident’s requests for her kitchen to be replaced. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s service charge enquiries. We have also investigated the landlord’s complaint handling.
The complaint is about the resident’s reports of water ingress, damp and mould, and associated outstanding repairs. This report has also assessed the landlord’s: complaint handling. record keeping.
The complaint is about the landlord’s handling of repairs. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) regarding noise transfer. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of noises from the roof. The associated complaint.
The complaint is about the landlord’s response to the resident’s: reports of a leak from a flat above and the resulting damage to his kitchen ceiling and sink. associated complaint.
The complaint is about the landlord’s response to the resident’s reports of a leak through her kitchen ceiling. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202449164 Citizen Housing 1 August 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 […]
| 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 |