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 regarding repairs to her heating. The resident’s reports of cannabis use in the building. The associated complaint and level of redress.
The complaint is about the landlord’s handling of the resident’s reports about: Repairs to radiators in the bathroom, bedroom, associated damage, and increased energy usage at the property. A radiator to be installed in the living room. The slabs to be replaced and removal of the waste in the garden. …
The complaint is about the landlord’s handling of the resident’s: Request for permission to install an electric vehicle charging point and driveway. Complaint.
The complaint is about the landlord’s: Response to the resident’s concerns about external repair work to her property. Handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Faults to the boiler. Damp and mould. We have also considered the landlord’s: Record-keeping. Complaint handling.
This complaint is about the landlord’s handling of : The resident’s reports about communal electric repairs. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to the balcony. The associated complaint.
The complaint is about the condition of the property when let to the resident and the level of compensation the landlord offered for this.
The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB). complaint.
The complaint is about the landlord’s handling of the resident’s: reported leak. request for a home visit. The Ombudsman has also assessed the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of concerns about its buildings insurance tender process and residents being overcharged for their annual insurance premium.
The resident’s complaint is about the landlords handling of: Repairs following a roof leak. The complaint.
The complaint is about the landlord’s handling of: Leaks to the resident’s property. Subsequent repair works. The associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about:
The complaint is about the landlord’s handling of: A dispute over the location of the resident’s parked car. The resident’s reports of damp and mould. We have also considered the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s: Decision to issue the resident with a letter concerning her conduct towards a member of staff in September 2022. Handling of a telephone conversation with the resident in November 2022. Handling of the resident’s reports of anti-social behaviour. Handling of the resident’s subject access …
The complaint is about the landlord’s handling of the resident’s: Reports of safety issues in the kitchen. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Repairs. A concern about a tree. We have also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of reports of rats at the resident’s property.
The complaint is about the landlord’s handling of an overpayment of service charges made by the resident.
The complaint is about the landlord’s handling of the resident’s: application to be on the council’s waiting list. complaint made in 2017 about antisocial behaviour (ASB). reported nuisance caused by her neighbour’s dog including its communications with her. request for a management move. associated complaint.
The complaint is about the landlord’s handling of the resident’s reports about internet connectivity.
The complaint is about the landlord’s handling of repairs to the garden fence. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident's reports about the standard and frequency of grounds maintenance in the car park area. The associated complaint.
The complaint is about the landlord’s handling of repairs to the resident’s roof.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould.
The complaint is about the landlord’s handling of: Reports of a loss of hot water. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reported leak. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s Reports of a leak. Reports of damp and mould. Associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about: Errors in the billing of service charges. The level of service charges. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of service charge increases.
The resident’s complaint is about: The landlord’s handling of the resident’s queries about service charges and the resident’s concerns that the landlord had mislaid her direct debit form. How the landlord calculated the resident’s service charges. The landlord’s handling of the resident’s data.
The complaint is about the level of service charge set by the landlord for the cyclical works, and whether the standard of work justified these charges.
The complaint is about the landlord’s: Handling of concerns about grounds maintenance. Handling of concerns about parking. Handling of reports of mould at the property. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports that his neighbour’s home business was causing noise nuisance. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of a recurring roof leak and its repair and replacement. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of antisocial behaviour (ASB).
The complaint is about the landlord’s handling of grounds maintenance work being charged for through service charges.
The complaint is about the landlord’s handling of: Repairs to an uneven communal pavement and drain. The associated complaint.
The complaint is about the landlord’s handling of a refund request for fire doors that it did not install.
The complaint is about the landlord’s handling of the resident’s request for the kitchen floor to be levelled.
This complaint is about the landlord’s handling of: The resident’s reports of high energy usage following the installation of a new heating system in August 2022. The resident’s reports of high energy usage following the installation of storage heaters in April 2024. The resident’s complaint about a guttering repair.
The complaint is about the landlord’s: Monitoring and management of a communal car park used by the resident. Complaint handling.
This complaint is about the landlord’s handling of: the resident’s concerns about insurance claims. the resident’s concerns about a service charge increase. the resident’s reports of a leak affecting the property and subsequent internal damage. This Service has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of:
The complaint is about the landlord’s handling of reports about: the central heating system; leaks and associated repairs; the external fan to the bathroom; and bedroom window frames. We have also considered the landlord’s handling of:
The complaint is about the landlord’s handling of the resident’s: Requests for a replacement front door. Associated formal complaint.
The complaint is about the landlord’s handling of internal door repairs.
The complaint is about the landlord’s handling of: Repairs following a burst pipe. The resident’s application for compensation.
The complaint is about the landlord’s response to the resident’s queries and concerns about her energy use. 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 |