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: Subsidence at the property. Repairs, including reports of a leak from the property above. The resident’s concerns about the conduct of its contractors and damage to her personal belongings. Reports of mice in the property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of a noise nuisance. Request for triple glazing. The landlord’s complaint handling has also been assessed.
The complaint is about the landlord’s handling of the resident’s reports of repairs to his kitchen following a leak, including reports of mould and water damage. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s: handling of reported inappropriate conduct of its contractor. response to reports that the kitchen units and flooring were damaged, following a leak. handling of the associated complaint.
The complaint is about the landlord’s handling of: The annual gas safety check and the decision to apply for a warrant. The resident’s concerns about the lack of heating and hot water. The Ombudsman has also considered the landlord’s complaint handling.
The complaint relates to: The landlord’s response to the resident’s concerns about: The garden boundary. Its handling of repairs, and her request for alternative housing and payments. The landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s: Request to replace the electrical heating system. Associated complaint.
The complaint is about the landlord’s handling of: The repairs to the boiler and heating. The resident’s reports of damp and mould. The repairs to the bathroom light. The removal of the overgrown trees in the garden. The repairs to the broken fence. The repairs to the windows and the …
The complaint is about the landlord’s: handling of communal grounds maintenance services. complaint handling.
The resident’s complaint is about the landlord’s handling of her repair requests following a mutual exchange.
The resident’s complaint is about the landlord’s handling of repairs to the taps in her property.
The resident’s complaint is about the landlord’s handling of repairs to the heating and hot water system.
The complaint is about the landlord’s handling of the: Resident’s reports of a leak. Associated complaints.
The complaint is about the landlord’s handling of the resident’s concerns about its service charges including cost of communal lighting being connected to his utility meter.
The resident’s complaint is about the landlord’s handling of gas leaks to her boiler.
The complaint was about: The landlord’s response to the resident’s concerns about the quality of fire safety works, its contractors and her request that the landlord pay for the fire safety works. The consultation for and the costs of fire safety works.
The complaint is about the landlord’s handling of the resident’s reports of subsidence, leaks, damp and mould and its proposed compensation.
The resident’s complaint is about the conduct of a staff member while handling an antisocial behaviour (ASB) case.
The complaint is about the landlord’s: Handling of reports of a faulty boiler. Response to the resident’s request for compensation for her energy usage. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s concerns about asbestos removal at her property in April 2023. The resident’s reports of black dust in her loft space in December 2023.
The complaint is about the landlord’s response to the resident’s concerns about the condition of the back garden.
The complaint is about the landlord’s response to: The resident’s reports of: Drainage issues. Cracks in her property walls. Staff misconduct The resident’s concerns about: The standard of replacement of communal flooring. Charges for remedial work to the communal flooring. The costs of the management of the block of flats.
The complaint is regarding the landlord’s handling of repairs relating to damp and mould, windows and insulation.
The resident’s complaint is about the landlord’s handling of her reports of: Multiple outstanding repairs. Concerns about staff conduct. A cannabis smell from a neighbouring property. This service has also considered the landlord’s complaint handling.
The resident’s complaint is about the landlord’s response to her damp and mould reports and associated repairs, including to an external French drain.
The complaint is about the landlord’s handling of: A leak affecting the resident’s property including the repairs and the level of compensation. Asbestos in the property including the level of compensation.
The complaint is about the landlord's handling of: The resident’s reports about anti-social behaviour (ASB). Repairs to the communal areas of the building. Repairs within the resident’s property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the information provided to the resident by the landlord regarding service charges.
The complaint is about the landlord’s handling of the resident’s concerns about its administration of his service charge account. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Request for carpet in the communal area. Reports of antisocial behaviour (ASB), specifically noise nuisance. The Ombudsman has also considered the landlord’s handling of the ASB complaint.
The complaint is about the landlord’s handling of the resident’s: Concerns about communal cleaning and grounds maintenance of the block, including a subsequent mice infestation. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp, mould, and the associated repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of: Leaks in the property. Damp and mould, and the associated repairs. Damage to flooring during remedial works. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s: Handling of the resident’s concerns about communal cleaning. Handling of the initial one-off cleaning cost. Complaints handling.
The complaint is about: The landlord’s handling of the resident’s request for a dedicated car parking space. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of repairs to the communal front door of the resident’s building.
The complaint is about the landlord’s: Handling of the resident’s concerns about communal cleaning. Handling of the initial one-off cleaning cost. Complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of a neighbour’s security lights shining into her property, and antisocial behaviour (ASB) by this neighbour. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: reports of leaks, damp, and mould in the communal hallway; associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of repairs in her property. The resident’s reports of a data breach. Changes to the energy billing system and to the energy supplier.
The complaint is about the landlord's response to the resident’s concerns about a section 20 consultation, and management of the block.
The complaint concerns the landlord’s response to the resident’s report of an unsafe electricity meter in the outhouse due to damp and mould.
The complaint is about the landlord’s handling of a guttering repair. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports about their neighbour’s CCTV cameras. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to: Privacy concerns related to the boundary of the garden. The resident’s reports of repairs to the garden fence. The resident’s request to move gas pipework. The resident’s reports of a pest control issue. The Ombudsman has also taken the decision to consider …
The complaint is about the landlord’s handling of its request for the removal of items in the communal garden.
The complaint is about the landlord’s response to the resident’s request for compensation due to failings in its handling of her mould reports.
The complaint is about the landlord’s response to the resident’s: Request for information about the grounds maintenance contract. Request for information about a service charge increase. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of repairs to: The wet room Shower. Drainage. The heating/boiler. 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 |