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: planned works in the resident’s property and the conduct of the contractor’s staff. the reports about the handling and suitability of the temporary accommodation. the associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of antisocial behaviour (ASB). Request for a management move. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of an incorrect service charge. 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 antisocial behaviour (ASB) and noise from her neighbour.
The complaint is about the landlord’s handling of the resident’s reports about the condition of her window and front door.
The complaint is about the landlord’s handling of: The provision of sandbags, reimbursement for damaged goods, and flooring repairs after a sewage flood in the resident's property. The resident’s reports of a person urinating in the communal areas of her block. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about the installation of CCTV on the estate.
The complaint is about the landlord’s handling of: Repairs to the pipework in the kitchen to resolve the resident’s reports of a foul odour and water safety concerns. The associated complaint.
The complaint is about the landlord’s handling of: A roof leak, damp and mould, and internal repairs. The resident’s reports of damage caused to her possessions. 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: Concerns about a new lock in the front door of the property. Request for a fence to be installed in the front garden. Reports of damp and mould, and associated repairs within the property. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of a blocked downpipe which was causing water ingress into his property.
The complaint is about the landlord’s handling of the resident’s reports of a leak in her garden. We have also looked at the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: Damp, mould and associated work at the property. Repair appointments relating to a chimney cowl and bath panel. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs in the property including asbestos, damp, and mould. Communication. The Ombudsman has investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of damp and mould.
The complaint is about the landlord’s handling of: The resident’s transfer application and banding. Overcrowding in the resident’s property. Damp and mould in the resident’s property. The resident’s request for a temporary move. The complaint. The landlord’s complaint policy defines a complaint as an expression of dissatisfaction, however made about …
The complaint is about the landlord’s handling of: Repairs to the lifts. Leaks in the communal areas. Individuals sleeping in the communal areas. The resident’s housing application and banding. Reports of statutory overcrowding in the resident’s property.
The resident’s complaint is about the landlord’s: Response to the grass not being cut when it should have been. Failure to cut back ivy that was affecting his dog's health. Handling of several of the resident’s complaints.
This complaint is about the landlord's response to the resident’s reports of: A leak into her property and its handling of remedial works following the leak. A leaking tap in her bathroom and her request for reimbursement of increased costs as a result of the leak.
The resident’s complaint is about the landlord’s response to her reports of low water pressure when using the bathroom shower head. We have also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of water ingress, subsequent damp and mould and damage to his property.
The complaint is about the landlord’s handling of several repairs to the property. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the residents: Reports of leaks in the property. Associated complaint.
This complaint is about the landlord’s handling of: The resident’s concerns about the replacement of communal lifts. The associated complaint
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in her home. The resident’s concerns about the safety of the electrics in the property. This service has considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to windows at the resident’s property. The associated complaint.
The complaint is about the landlord’s response to: The resident’s reports that items left in the communal garden area were a health and safety risk. The resident’s request for a management move. 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; the associated complaint.
The complaint is about the landlord’s response to the resident’s reports regarding roof repairs.
The complaint is about the landlord’s response to the resident’s: Concerns about the air source heat pump (ASHP) in her property. Requests to install an alternative heating system. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of a roof leak at the resident’s property.
REPORT COMPLAINT 202331300 Estuary Housing Association Limited 15 July 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 response to the resident’s: Request for a smoke test to establish how cooking fumes were entering the property. Concerns raised regarding the landlord’s management of asbestos within her property. Concerns raised regarding her fences at the property. Concerns raised about her health and wellbeing …
The complaint is about the landlord's handling of the recovery of service charge arrears. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A radiator repair. The associated complaint.
The complaint is about the landlord’s handling of repairs to the resident’s windows. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould and the associated repairs. The resident’s complaint.
The complaint is about the landlord’s handling of reports of anti-social behaviour (ASB). The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of damp and mould.
The complaint is about the landlord’s handling of the resident’s report of mice in the property. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: the resident’s concerns about the accuracy of the service charges. the resident’s concerns about the administration of her service charges. the replacement of the resident’s conservatory. the replacement of the resident’s Velux windows. the associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by neighbours of his previous property. The landlords response to the resident’s request for reasonable adjustments at his previous property. The landlord’s non-disclosure of ASB reports about the resident’s current neighbour. The landlord’s handling of …
The complaint is about the landlord’s response to the resident’s reports of noise.
This complaint is about the landlord’s: Handling of multiple repairs to the resident’s property. Handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s rehousing application. The resident’s reports of outstanding repairs and damp and mould within her property.
The complaint is about the landlord's handling of the resident’s: Request for the landlord to remove a redundant water tank. Reports of a broken extractor fan, damp, and mould. Reports of a leak. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports about the conduct of its contractor’s operative. Reports of required repairs to the boiler. Enquiries about rent arrears.
The complaint is about the landlord’s handling of the resident’s report of a roof leak.
The complaint is about the landlord’s handling of damp and mould including its delay in completing an inspection. 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 |