Structured summaries of published UK Housing Ombudsman determinations — outcomes, orders and compensation for each case. Every record links to the official source.
202119687 Local authority / ALMO / TMO
The Ombudsman found maladministration by Selby District Council for failing to address reports of damp and mould in the resident's home in a timely manner, causing distress and inconvenience. The landlord was ordered to…
202109625 Housing association
The Housing Ombudsman found maladministration by Peabody Trust for failing to address reports of damp and mould in a timely manner, causing distress to the resident. The landlord was ordered to apologise, pay…
202108799 Housing association
The Housing Ombudsman found maladministration by Broadland Housing Association Limited for its failure to respond adequately to reports of damp and mould. The landlord was ordered to apologise, pay compensation, and…
202016889
The Ombudsman found maladministration in the landlord’s handling of NOTE: AMENDED INVESTIGATION REPORT Case Ref: 202016889 Created by Gillian Lowdon on 15/12/2021 10:45:24 Title: NOTE: AMENDED INVESTIGATION REPORT…
202539571 Local authority / ALMO / TMO
The Ombudsman found the noise disturbance complaint outside its jurisdiction as the council was acting as an environmental protection authority. It found no maladministration in the landlord's handling of damp and mould…
202419559 Housing association
Service failure was found in the landlord's handling of repairs to a faulty replacement front door, which took around 9 months to complete and included incorrect advice about an insurance claim. Reasonable redress was…
202441581 Housing association
There was no maladministration in the landlord's handling of noise reports or its complaint handling. The landlord took reasonable steps to investigate the noise reports in line with its ASB policy, and its decision to…
202507009 Housing association
Maladministration was found in the landlord's handling of the resident's ASB reports including criminal activity from a neighbouring property, due to delays, lack of records, and sending the resident a letter intended…
202534120 Housing association
There was maladministration in the landlord's response to the resident's report of a ceiling collapse. The landlord failed to accurately diagnose the cause of the collapse and subsequent leak, contrary to its repairs…
202505354 Local authority / ALMO / TMO
North Northamptonshire Council was found to have committed maladministration in its handling of a resident's damp and mould report (delay in investigating and completing treatment, inadequate records, failure to…
202227743 Housing association
The Ombudsman found service failure in the landlord's handling of the complaint (missed timescales), reasonable redress for its handling of the front door repair, and no maladministration in its handling of noise…
202439478 Housing association
Severe maladministration was found in the landlord's handling of persistent leaks, damp and mould in the bathroom, where it failed to investigate underlying causes, carry out effective repairs, or consider household…
202444152 Housing association
There was maladministration in the landlord's handling of damp and mould. The landlord failed to complete committed remedial work for over two months after its stage 2 response and did not follow up to confirm the issue…
202405622 Housing association
The Ombudsman found service failure in the landlord's handling of service charge queries due to inconsistent, incorrect and delayed information, but no maladministration in its handling of staff conduct or the…
202337553 Housing association
Maladministration in handling the request to use a correspondence address (no reasoned decision, no consideration of vulnerabilities or Equality Act duties) and service failure in complaint handling (inconsistent…
202528883 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about shattered balcony door and bedroom window glass, due to delays in communicating repair responsibility, failure to properly…
202506813 Housing association
Maladministration was found in the landlord's handling of damp and mould due to avoidable delays, gaps in records, and communication shortfalls that delayed works. Service failure was found in complaint handling for…
202341180 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to the resident's concerns about her rent account, where payments were made to the wrong account and automated arrears letters continued despite the…
202421746 Local authority / ALMO / TMO
Service failure was found in the landlord's handling of the resident's reports of damp and mould because the inspection was completed 7 working days beyond its repair timescale and no risk assessment was carried out to…
202411953 Housing association
There was service failure by the landlord in its handling of the resident's enquiry about the role and responsibilities of the neighbourhood coordinator, due to delays in responding and failure to fully address the…
202527928 Local authority / ALMO / TMO
No maladministration was found in the landlord's handling of the resident's reports of ASB concerning neighbours' dogs accessing her garden and her request to install a higher fence, nor in its handling of the…
202538299 Local authority / ALMO / TMO
There was maladministration in the landlord's handling of ASB: although it acted within its policy, it did not consistently complete action plans and risk assessments, did not use all available tools to engage the…
202413929 Housing association
Service failure found in the landlord's response to the resident's concerns about a DNVA flag on her account, as it failed to explain why it previously told her the flag would be removed and did not offer compensation.…
202410511 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about reduced hours of heating and hot water, having excluded his estate from its consultation and failed to give clear…
202345567 Housing association
The Ombudsman found maladministration in the landlord's handling of a shared owner's queries and concerns about service charges and the acts of the external managing agent (including a communal barrier and external…
202407659 Local authority / ALMO / TMO
Service failure found in the landlord's response to the resident's request for reimbursement of electricity costs incurred while using temporary electric heaters during a heating repair. The landlord failed to compare…
202332368 Housing association
The complaint about the level of service charges for 2021-22 was outside the Ombudsman's jurisdiction as it concerns the level/reasonableness of charges. There was maladministration in the landlord's handling of the…
202508355 Housing association
The Ombudsman found maladministration in the landlord's handling of repeated breakdowns of the communal lift, including a delay in considering whether to replace it, and service failure in its complaint handling because…
202347446 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB, and severe maladministration in its handling of a leak and associated damp and mould (including its failure to make a…
202533194 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of ASB (including failing to clearly explain failures in its handling of 2024 and March 2025 reports and not demonstrating…
202504367 Housing association
The Ombudsman found maladministration in how the landlord dealt with reports about faults with external doors (delays completing repairs after a survey, and incorrect information about its repair responsibilities during…
202333957 Local authority / ALMO / TMO
The complaint about the landlord's response to the resident's concerns about its cleaning service was resolved with the Ombudsman's intervention. The landlord agreed to apologise, pay £250 compensation, and review its…
202414144 Housing association
The Ombudsman found reasonable redress on all three complaint heads: the landlord's handling of the resident's request for information about rent and service charges, its response to concerns about communal cleaning and…
202538775 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's repeated reports of roof leaks (delays, failed repairs, inadequate record-keeping and a lack of proactive updates) and service failure…
202505597 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp, mould and a cracked hallway ceiling following a roof leak, and maladministration in its handling of the associated…
202341727 Housing association
The Ombudsman found service failure in the landlord's handling of the tenancy termination process (record-keeping and communication failings) and reasonable redress in its handling of the resident's credit refund…
202521255 Housing association
The Ombudsman did not investigate the landlord's warning letter about the resident's visitor or its decision to place a risk marker on her record, as these had not been through the landlord's complaint procedure…
202534856 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of ASB from neighbours and smells entering her property, the allegations of ASB made against her by a neighbour, and its…
202537358 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to a communal lift due to inaccurate record keeping, failure to recognise the true duration of the outage, and lack of consideration of the…
202334047 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour (including inconsistent communication and missed opportunities to safeguard the resident) and in its…
202336554 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about a staff member's conduct: at stage 1 it did not ask for the resident's evidence or seek the staff member's account, and…
202432223 Housing association
The resident complained about the landlord's handling of repairs to his kitchen cupboard doors (it would only replace the damaged doors with the nearest available match rather than all doors) and about the associated…
202434608 Housing association
Severe maladministration was found in the landlord's response to the resident's reports of no heating or hot water. The gas was capped in July 2024 following failed safety inspections, and the resident was left without…
202337500 Housing association
The Ombudsman found reasonable redress in the landlord's response to a resident's request for a porch: the landlord identified failings (the request fell between teams and there was a delay in responding) and made a…
202411912 Housing association
The landlord provided reasonable redress for its handling of the resident's concerns about levelling the back garden, repairing floorboards, and installing insulated cavity closers, having offered appropriate…
202504718 Housing association
The Ombudsman found service failure in the landlord's handling of the removal of asbestos-containing kitchen floor tiles, as it failed to photograph the worksite in line with its risk assessment and did not show it…
202401971 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about the condition of the rear patio (poor communication and failure to manage expectations about repair responsibilities, and…
202319327 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs (delays completing works to the door frame, stair handrail, leaking cistern and repairs in the kitchen, hall, lounge and bathroom, with repeat…