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 resident’s complaint is about: The landlord’s handling of reports of anti-social behaviour. The landlord’s handling of reports of damp and mould. The landlord’s response to the resident’s request to move properties.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The associated complaints.
The resident’s complaint is about the landlord’s handling of her: Reports of damp and mould and subsequent repairs. Reports of the shower not working. Reports of damage to the resident’s car. We have also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of leaks, damp, and mould. The landlord’s response to the resident’s concerns about the security of the front door. The landlord’s response to the resident’s request to relocate the boiler. The landlord’s response to the resident’s request to change …
The complaint is about the landlord’s handling of the resident’s concerns about the water quality at the property. The Ombudsman has also considered the landlord’s handling of the resident’s formal complaint.
The complaint is about the landlord’s handling of the resident’s concerns about: Conduct of contractors. Repairs to the property, and damp and mould issues. Asbestos at the property. We have also considered the landlord’s complaint handling.
This complaint is about: How the landlord communicated its decision to change its flexible tenancies to secure tenancies. How the landlord handled the resident’s request to change her tenancy from a joint tenancy to a sole tenancy. We have also considered how the landlord handled the resident’s complaint.
The complaint is about the landlord’s response to the residents: Reports of water ingress into the property. Reports concerning the conduct of landlord staff. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports about: Damp and mould in the kitchen. The standard of the work that the landlord completed to the ceilings in the property. The standard of the replacement work to the front and rear doors.
The complaint is about: the level of compensation offered by the landlord for delays in completing repairs to the resident’s staircase. the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s: Requests to be permanently rehoused. Reports of repairs to the property. Requests to be moved to temporary accommodation due to nearby construction. The landlord’s complaint handling as also been considered.
The complaint is about the landlord’s handling of the resident’s reports of: Damaged window frames. A roof leak.
The resident’s complaint was about the landlord's response to the resident's request for a priority move and its complaint handling.
The resident’s complaint was about the landlord’s response to the resident’s reports about roof leaks resulting in loss of electrics and damp and mould, the condition of his skylight, ivy growth and a loose gas pipe. The Ombudsman has considered the landlord’s complaint handling.
The complaint is about the landlord’s response to an infestation of bedbugs at the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the kitchen refurbishment. We will also investigate the landlord’s handling of the associated complaint.
This complaint is about the landlord’s response to the resident’s: Concerns about staff conduct. Concerns about the garden and overhanging trees at her property.
The complaint is about the landlord’s handling of: The resident’s request to take over the tenancy following the death of his mother. Rent arrears that accrued while the request was being considered. We have also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s: Reports about water ingress, damp and mould. Reports about drain blockages and repairs in her bathrooms. Request for a renewal of the doors and windows in the property. Associated complaint.
REPORT COMPLAINT 202419019 Lewisham Council 30 June 2025 Our approach Under our early resolution process, the Ombudsman works with the resident and landlord to explore the issues in dispute, identify the matters that […]
The complaint is about the landlord’s handling of: a request for CCTV footage. installation of external lighting. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s report of a leak, causing damp and mould.
The complaint is about the landlord’s handling of the resident’s: Concerns about the suitability of the property and request for a direct transfer on medical grounds. Reports of antisocial behaviour (ASB). Reports of being unable to open the windows. Reports of drainage issues in the wet room. Queries about his …
The complaint is about cold and ventilation issues in the property. We have also investigated the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s: Requests for repairs to the heating and hot water system. Associated complaint.
The complaint is about: The landlord's handling of reports of damp and mould. The landlord's handling of repairs to the property. The landlord's decision to seek possession of the property. The landlord's handling of reports of damage to and/or loss of the resident's personal belongings.
The complaint is about the landlord’s: Handling of the resident’s report of damp and mould. Response to the resident’s request to move. We have also considered the landlord’s handling of the resident’s complaint.
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 repairs to the driveway. We have also considered the associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of defective guttering causing rainwater to leak into the property. The landlord’s handling of the associated complaints.
This complaint is about the landlord’s handling of the resident’s: Reports of water ingress from the communal loft. Reports of suspected water ingress from the gutter and roof, and damp and mould.
The complaint is about the landlord’s response to reports of antisocial behaviour (ASB).
The complaint is about: The landlord’s handling of the resident’s concerns about the condition of the property when she moved in, including reports of damp and mould. The landlord’s handling of the resident’s complaint.
The complaint concerns the landlord’s handling of structural defects, damp and mould in the property and the resident’s request for a permanent move.
The resident’s complaint is about: The landlord’s handling of reports of damp and mould. The landlord’s handling of damage caused by damp and mould. The Ombudsman will also consider the landlord’s complaints handling.
The resident’s complaint is about: The landlord’s handling of damp and mould in the property. The landlord’s consideration of the resident’s personal circumstances.
The complaint is about the landlord’s handling of: Communication with the resident. The resident’s reports of concerns about fire safety. The resident’s enquiries about service charges.
The complaint is about the landlord’s handling of: the resident’s report of a toilet blockage in the property and their request for compensation. the associated complaint.
The complaint is about the landlord's handling of repairs to the air source heat pump system. The Ombudsman has also taken the decision to investigate the landlord’s handling of the resident’s complaint.
REPORT COMPLAINT 202333666 Origin Housing Limited 27 June 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. […]
The complaint is about the landlord’s handling of a leak at 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 reports that the wet room floor was uneven, and water from the shower leaked out of the room. Reported concerns regarding electrical safety and installed extraction equipment. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s concerns about asbestos and subsequent remedial works. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of leaks, damp and mould. The resident’s reports of issues with the boiler and electrical sockets. The resident’s reports of damage to personal belongings. The associated complaints.
The resident’s complaint is about the landlord's handling of: Reports of no hot water. Leaks. Damp and mould. This service has 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. The installation and maintenance of aids and adaptations. The resident’s reports of structural problems with the balcony wall. The resident’s reports of a leak to the communal entrance.
The complaint is about the landlord’s handling of the resident’s request for a driveway to be built outside her home due to her medical condition. 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 issues with the hot water system. Request for compensation for high energy costs.
The complaint is about the landlord’s handling of the resident’s report of damp and mould. The Ombudsman will also consider the landlord’s complaint handling.
The resident’s complaint is about the landlord's handling of her concerns about: The condition of the property and repairs needed, including: Gap underneath the back door. The previous tenant’s belongings in the property. No lintels supporting the window. The shower not working. The roof’s condition. Damp and mould. Asbestos. Safety …
| 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 |