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 enquiries about an increase in utility charges and the administration of the Energy Bill Relief Scheme (EBRS) and the Energy Bill Discount Scheme (EBDS).
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Request for permission to install CCTV. Reports of repairs. Concerns about staff conduct. Concerns about its management of her rent account. Concerns about an alleged data breach. The Ombudsman has also considered the landlord’s complaint …
The complaint is about: The landlord’s response to the resident’s concerns about staff conduct. The associated complaint handling.
The complaint is about the landlord’s handling of: Repairs to the resident’s boiler. The associated complaint.
The complaint is about the landlord’s handling of the proposed installation of broadband cabling to the property. We have also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of shower repairs.
The complaint is about the landlord’s handling of the resident’s rent account and associated arrears.
The complaint is about the landlord’s handling of the resident’s reports of: A repair to a skylight in the kitchen. A leak from the roof above the kitchen. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s queries about his service charges. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
This complaint is about the removal of the resident’s caravan.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould and the associated repairs.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) from her neighbour. Request for a management transfer. Request for a breakdown of service charges and reimbursement of her rent and expenses.
The complaint is about the landlord's handling of concerns about a gas safety check warning letter sent to the resident on 19 June 2023.
The complaint is about the landlord’s handling of the resident’s: Concerns about the maintenance of communal land. A request for a separate path.
The complaint is about the landlord’s handling of: the residents reports of repairs needed to a roof following a leak into the property, including: water ingress into the property. repairs to damage in the kitchen/lounge area. the associated complaint.
The complaint is about the landlord’s response to the resident about: A claim for a fall. Entry fobs. Staff conduct. Its complaint handling.
The complaint is about the landlord's response to the resident's reports about low boiler and water pressure in the property.
The complaint is about the landlord’s handling of: The resident’s concerns regarding the neighbour’s use of commercial vehicles and allocated car parking spaces. The complaint and level of compensation offered.
The complaint is about the landlord’s response to the resident about: Draughty windows and doors. Damp and mould.
The complaint is about the landlord’s handling of a replacement front door.
The complaint is about the landlord’s response to the resident about: Repairs for the roof, stack pipe and patio door. A lean-to. Her concerns about a loft conversion to a neighbouring property.
The complaint is about the landlord’s handling of the resident’s: Report of a leak. Associated complaint.
The complaint is about the landlord's response to the resident’s: Concerns about a reference provided to another landlord. Request to check storage heaters. Request for a housing transfer.
The complaint is about the landlord’s handling of the resident’s reports concerning the standard of workmanship and repairs to the bathroom and kitchen. The Ombudsman has also considered the landlord’s handling of the complaint and level of compensation offered.
The complaint is about the landlord’s response to the resident about: Damp, mould and leaks. Alternative accommodation.
The complaint is abou t: The landlord disclosing the resident’s information to third party organisations. The landlord’s handling of the resident’s anti-social behaviour (ASB) case. The landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports about communal repairs, and standards of grounds maintenance and communal estate management. The landlord’s handling of queries related to service charges.
The complaint is about the landlord’s response to the resident’s concerns about service charges.
The complaint is about the landlord's handling of the: adaptations to the resident's current property; repairs to the footpath and driveway at the resident's current property; resident's request for her fence repair costs to be refunded; adaptation and extension of the resident's new property; resident’s reports of window repairs and …
The complaint is about the landlord’s handling of the residents: Concerns regarding appointments. Reports of being harassed by the landlord.
The complaint is about the landlord’s handling of the resident’s reports of problems with her central heating system. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports that her electric meter was incorrectly wired. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of cracked walls in the property.
The complaint is about the landlord’s response to the resident’s report of a leak. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the resident’s reports of a leak in her bathroom causing damp and mould issues.
The complaint is about the landlord’s handling of the resident’s reports of repairs required to the walkway.
The complaint is about the landlord’s handling of the resident’s report of a repair to a bathroom light. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of repairs following a car hitting the property. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
REPORT COMPLAINT 202401762 Lambeth Council 28 February 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 […]
The complaint is about the landlord’s handling of: The communal garden maintenance. The associated complaint.
The complaint is about the landlord’s handling of: Planning and completing tree works. The resident’s complaint.
The complaint is about: The landlord’s handling of a leak. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Request to waive/reduce his service charges. Concerns about the treatment of damp and mould in his property. Concerns about the impact its damp-proofing work had on the size of his kitchen. Request for assistance with the maintenance and purchase of …
The complaint is about the landlord’s handling of the resident’s reports about damp and mould in the property.
The complaint is about the landlord’s handling of the resident’s reports of a roof leak and subsequent repair issues.
The complaint is about the landlord’s: Response to concerns raised by the resident about issues reported to him by other tenants. Response to internal repair issues in the resident’s property. Response to concerns raised by the resident about issues with other blocks. Response to the resident’s concerns about the communal …
The complaint is about the landlord’s handling of the resident’s reports of: Antisocial behaviour from her neighbour. Drainage issues. The investigation also considers the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The associated complaint.
The complaint concerns the landlord’s handling of the resident’s request to assign his tenancy to his daughter.
| 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 |