Southwark Council (202213094)
The complaint is about the landlord’s handling of the resident’s repair and subsequent compensation offered by the landlord. The Ombudsman assessed the landlord’s handling of the associated complaint.
Source · Ombudsman casework
Housing Ombudsman Decisions
18,103 total decisions
13,253 maladministration found
2,407 no maladministration
167 severe cases
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.
Decisions
Swindon Borough Council (202125858)
The complaint is about the landlord’s: Handling of repairs to the resident’s property. Complaint handling.
Cirencester Housing Limited (202203149)
The complaint is about the landlord’s handling of repairs to the resident’s heating and hot water systems. The Ombudsman has also considered the landlord’s complaint handling.
Croydon Churches Housing Association Limited (202126515)
REPORT COMPLAINT 202126515 Croydon Churches Housing Association Limited 23 October 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
LiveWest Homes Limited (202010034)
The complaint is about the landlord’s handling of: Works to damp and mould in the property. The associated formal complaint.
Notting Hill Genesis (NHG) (202127687)
The complaint is about the landlord’s: Response to the resident’s request to attend an appeal hearing with a representative. Response to the resident’s queries about a contact arrangement and request for reasonable adjustments. Complaint handling.
Optivo (now Southern Housing) (202119517)
The complaint is about the landlord’s handling of the resident’s reports of several repair issues in the property.
Peabody Trust (202106461)
The complaint is about the landlord’s handling and management of reports of antisocial behaviour, threats and nuisance including the posting of notes by a neighbour. This report also looks at the landlord’s handling of the resident’s complaints.
Yorkshire Housing Limited (202127465)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
Birmingham City Council (202214804)
The complaint is about the landlord’s: handling of repairs to the roof. complaint handling and record keeping.
Islington Council (202227910)
The landlord's response to concerns about delays and quality of adaptation works carried out in the resident’s bathroom. The Ombudsman has also considered the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202221044)
This complaint is about the landlord’s: Response to the resident’s reports of a leak; Complaint handling; Record keeping.
Richmond Housing Partnership Limited (202225629)
The complaint is about: The landlord’s handling of the resident’s concerns about the lighting in communal areas around her property. The landlord’s administration of service charges. The Ombudsman has also considered the landlord’s complaint handling.
St Mungo Community Housing Association (202114501)
The complaint is about the landlord’s handling of: The resident’s rent account and its response to her request to write off rent arrears. The resident’s complaint.
Housing For Women (202101075)
The complaint is about: the landlord’s handling of repairs to the roof, and; the landlord’s handling of the associated complaint.
Islington Council (202220598)
The complaint is about the landlord’s response to the resident’s reports of reoccurring damp and mould at the resident’s property.
Lambeth Council (202123528)
The complaint is about the landlord’s: Handling of repairs and the resident’s reports of damp. Complaints handling. Knowledge and information management.
A2Dominion Housing Group Limited (202216315)
The complaint is about the landlord's handling of reports of a leak affecting the property. The Ombudsman has decided to consider the landlord's complaint handling as part of this investigation.
Clarion Housing Association Limited (202202489)
The complaint is about the landlord’s: Response to the resident’s concerns about the safety of the communal staircase; Handling of repairs to the roof of the building; Landlord’s response to the resident’s reports of damage to the ceilings in her property; Recordkeeping and information management; Complaint management.
Deptford Housing Co-operative Limited (202015524)
The complaint is about the landlord’s: record keeping; handling of the resident’s reports of discriminatory harassment and antisocial behaviour (ASB); handling of the resident’s associated complaint.
Lambeth Council (202217945)
The complaint relates to: The landlord’s handling of repairs to the toilet. The landlord’s handling of reports of Japanese Knotweed. The landlord’s handling of the resident’s complaint.
London & Quadrant Housing Trust (L&Q) (202224144)
The complaint is about the landlord’s disposal of the resident’s garden furniture.
Ocean Housing Limited (202112011)
The complaint is about the landlord’s: Response to the resident’s reports concerning anti-social behaviour, harassment, and threatening behaviour. Handling of a request for a management move. Complaints handling.
Raven Housing Trust Limited (202215832)
The complaint is about the landlord’s handling of a neighbour dispute. This Service has also considered the landlord’s complaint handling.
Swan Housing Association Limited (202210236)
The complaint is about: The landlord’s handling of, and communication about, reports of outstanding repairs at the property specifically the pigeon proofing of the balcony and a broken vent in the bathroom. The landlord’s handling of the resident’s complaint.
Islington Council (202223387)
The complaint is about the landlord’s handling of a leak into the resident’s property. The Ombudsman has also considered the associated complaint handling.
London & Quadrant Housing Trust (L&Q) (202210143)
The complaint is about the landlord’s handling of: Repairs to the resident’s bathroom. The associated complaint.
Sovereign Housing Association Limited (202209778)
The complaint is about the landlord’s handling of the resident’s concerns about communal repairs and communal cleaning. The Ombudsman has also considered the landlord’s complaint handling.
Tuntum Housing Association Limited (202119295)
The complaint is about the landlord’s handling of the resident’s: voluntary right to buy (VRTB) purchase of her property, repairs and other matters relevant to the process; associated complaints.
Clarion Housing Association Limited (202211672)
The complaint is about: The landlord’s handling of the residents reports of ASB, noise disturbance and racial abuse. The landlord’s handling of the residents request to be transferred to another property. This Service has chosen to investigate the landlord’s complaint handling.
Metropolitan Thames Valley Housing (MTV) (202207592)
The complaint is about: The resident’s request that the landlord provide documentation showing the breakdown of her service charges since 2008, and its administration of her account. The landlord’s complaint handling.
Richmond Housing Partnership Limited (202114683)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). This investigation also considers the landlord’s complaint handling.
Torus62 Limited (202234170)
The complaint is about the landlord’s handling of repairs, relating to: Reports of damp in the resident’s property. A defective stairlift.
Waltham Forest Council (202218457)
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould, and repairs to the bathroom including the installation of an extractor fan and the replacement of a bath panel and bathroom tiles. The associated formal complaint.
Aster Group Limited (202221546)
The complaint is about the landlord’s handling of: The resident’s reports of water leaking from a bay window. The resident’s reports of damp and mould. This service has also considered the landlord’s handling of the associated complaint.
ForHousing Limited (202118101)
The complaint is about the landlord’s: Handling of leaks at the property. Handling of repairs at the property. Complaint handling.
GreenSquareAccord Limited (202124467)
The complaint is about the landlord’s: Response to the resident’s concerns about repairs to the property. Complaints handling.
Optivo (now Southern Housing) (202205605)
The complaint is about the landlord’s: Response to the resident’s request for repairs including damp and mould. Response to the related complaint. Knowledge and information management.
Peabody Trust (202013606)
The complaint is about: The landlord’s handling of planned bollard installation and related parking issues. The landlord’s handling of the associated complaint.
Platform Housing Group Limited (202127655)
The complaint is about the landlord’s handling of: The resident’s request for a full breakdown of the completion statement, and a refund of fees and charges following the surrender of his lease. The associated complaint.
Midland Heart Limited (202212883)
The complaint is about the landlord’s handling of: shower replacement works; graffiti and signage removal; the resident’s request for a gate. The Ombudsman has also considered the landlord’s complaint handling.
One Housing Group Limited (202218187)
The complaint is about the landlord’s response to the resident’s queries about the service charge relating to the building insurance.
The Guinness Partnership Limited (202122236)
The complaint is about the landlord’s: response to the resident’s reports regarding repairs to her windows and conservatory roof. complaints handling.
The Guinness Partnership Limited (202225242)
The complaint is about the landlord’s handling of: The landlord’s handling of bathroom repairs. The landlord’s decision not to investigate the complaint.
East Midlands Housing Group Limited (202116351)
The complaint is about the landlord’s handling of the resident’s concerns about delays and repairs during the ‘Right to Buy’ (RTB) process.
Longhurst Group Limited (202223518)
The complaint is about the landlord’s handling of replacement flooring at the resident’s property following a leak.
Notting Hill Genesis (NHG) (202126775)
The complaint is about the landlord’s handling of the resident's queries relating to third-party service charge costs.
London & Quadrant Housing Trust (L&Q) (202003750)
The complaint is about the landlord’s handling of:
Peabody Trust (202120467)
The complaint is about the landlord’s: handling of the resident’s reports of anti-social behaviour. handling of the resident’s appeal in connection with decisions made by the landlord’s priority move panel. This service has also considered the landlord’s complaint handling and record keeping.
Wandle Housing Association Limited (202105513)
The complaint is about the landlord’s: Handling of the window replacement works. Response to a leak affecting the property and the associated internal damage. Handling of the formal complaint in relation to the above mentioned matters.
Decisions by year
Read the chart values
| 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 |
Landlords with most published decisions
Clarion Housing Association Limited
919
London & Quadrant Housing Trust
634
Peabody Trust
597
London & Quadrant Housing Trust (L&Q)
488
Sanctuary Housing Association
410
Metropolitan Thames Valley Housing (MTV)
354
Browse by year
Browse by outcome
Common topics (last 2 years)
Browse landlords by decision count
Clarion Housing Association Limited (919)
London & Quadrant Housing Trust (634)
Peabody Trust (597)
London & Quadrant Housing Trust (L&Q) (488)
Sanctuary Housing Association (410)
Metropolitan Thames Valley Housing (MTV) (354)
Hyde Housing Association Limited (346)
Southern Housing (337)
The Guinness Partnership Limited (329)
Notting Hill Genesis (305)
Southwark Council (301)
A2Dominion Housing Group Limited (269)