Citizen Housing (202211268)
The complaint is about the landlord’s handling of reports of damp and mould at the resident’s property.
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
Birmingham City Council (201915833)
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also investigated the landlord’s complaint’s handling.
Leeds City Council (202117047)
The complaint is about the landlord’s handling of the resident’s concerns regarding her neighbour including their use of CCTV, the installation of a shed in their garden without permission and the removal of the dividing fence.
Salix Homes Limited (202123579)
The complaint is about the landlord’s response to the resident’s Right to Buy (RTB) application and an associated offer of compensation.
Sandwell Metropolitan Borough Council (202108283)
The complaint is about the landlord’s: response to the resident’s reports about a leak in the property; complaints handling; record keeping.
Birmingham City Council (202114214)
The complaint is about the landlord’s response to:
Metropolitan Thames Valley Housing (MTV) (202014172)
REPORT COMPLAINT 202014172 Metropolitan Thames Valley Housing (MTV) 16 March 2023 (amended at review 10 July 2023) Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is […]
Southwark Council (202213560)
The complaint is about the landlord’s handling of: The resident’s reports of damages and costs following a water leak in her property. The associated record keeping and complaint handling.
Two Rivers Housing (202017334)
The complaint is about the landlord’s: Response to the resident’s concerns about the condition of her neighbour’s garden; Handling of the resident’s reports that her neighbour was engaging in antisocial behaviour (ASB). This report also considers the landlord’s: Communication; Record keeping; Complaint handling.
A2Dominion Housing Group Limited (202105952)
The complaint is about the landlord’s: Response to the resident’s reports of a leak into the property. Response to the resident’s reports of damage to his property as a result of the leak. Complaint handling.
Birmingham City Council (202122179)
The complaint is about the landlord’s handling of the resident’s reports of a missing torch following an annual gas safety check. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Haringey London Borough Council (202120299)
The complaint concerns: The landlord's handling of remedial works to the resident's property following a leak. The Ombudsman has also assessed the landlord’s complaint handling and record keeping.
Hyde Housing Association Limited (202128326)
The complaint is about: The landlord’s handling of the resident’s report of leaks to the roof of the property and consequent repairs to make good the kitchen. The landlord’s record keeping on the issue. Its handling of the associated formal complaint.
Incommunities Limited (202118732)
The complaint is about the landlord’s handling of: The resident’s Right to Buy application. Associated complaint.
London Borough of Ealing (202203160)
The complaint is about: The landlord's handling of the resident’s reports of damp and mould in the property The landlord’s handling of the associated complaint.
Paragon Asra Housing Limited (202205060)
The complaint is about: The landlord’s handling of the resident’s ventilation, skirting, and window repairs. The landlord’s complaint’s handling.
Birmingham City Council (202203594)
The complaint is about the landlord’s response to the resident’s reports about a sewage spill that took place in a communal area.
Clarion Housing Association Limited (202127854)
The complaint is about the landlord’s response to the resident’s reports about a dividing fence at the property. The landlord’s complaints handling has also been investigated.
Lambeth Council (202115650)
The complaint is about: The landlord’s handling of repairs to the resident’s property following leaks. The landlord’s complaint handling.
Southern Housing Group Limited (202016267)
The complaint is about the landlord’s handing of: Repairs to the resident’s windows. The associated complaint.
Southwark Council (202122934)
The complaint is about the landlord’s handling of: The planned kitchen and bathroom replacement in the resident’s property. Repairs to the resident’s windows and fire door. The associated complaint.
Westminster City Council (202125720)
The complaint is about the landlord’s response to the resident’s reports of two leaks from the property above, which caused damage to her property and personal possessions.
Lambeth Council (202204833)
The complaint is about the landlord’s: Response to the resident’s report of having no hot water or heating. Handling of the associated complaint.
Basildon Borough Council (202204250)
The complaint is about the landlord’s: Handling of repairs to the resident’s kitchen following her reports of leaks to the property, and subsequent reports of damp and mould in the kitchen. Complaint handling.
A2Dominion Housing Group Limited (202113836)
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property.
Clarion Housing Association Limited (202123838)
The complaint is about the landlord’s handling of the resident’s reference requests. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Clarion Housing Association Limited (202127428)
The complaint is about the landlord’s response to the resident's reports of high utility bills due to the bypassing of an immersion heater switch.
Haringey London Borough Council (202124512)
This complaint is about the landlord’s handling of the:
Ongo Homes Limited (202209615)
The complaint is about the landlord’s handling of the resident’s request to remove the solar panels from the roof of his property.
Selby District Council (202119687)
The Guinness Partnership Limited (202119084)
The complaint is about the landlord’s: Handling of repairs to the heating and hot water system Response to the resident’s concern about asbestos in the bathroom. Response to the resident’s request for reimbursement of replastering costs. Response to the resident’s request for reimbursement of the TV connection cost. Response to …
Hammersmith and Fulham Council (202213931)
The complaint is about the landlord’s handling of repairs to the resident’s front doorframe.
Stevenage Borough Council (202211783)
The complaint is about the landlord’s: response to the resident’s reports regarding repair issues at her property; complaints handling.
The Riverside Group Limited (202209742)
The landlord’s handling of the plastering repairs to the kitchen and living room celling, and its subsequent offer of compensation. The landlord’s associated complaint handling.
London Borough of Enfield (202115537)
The complaint is about the landlord’s handling of: Reports of low water pressure in the resident’s bathroom. The associated complaint.
Metropolitan Thames Valley Housing (202126055)
The complaint is about the landlord’s handling of: The resident’s report of damage, damp and mould to the internal decoration of her property from an external rain water pipe. The associated complaint.
Sovereign Housing Association Limited (202013126)
The complaint is about the landlord’s response to the resident’s concerns about communal grounds maintenance.
Broadland Housing Association Limited (202108799)
Leeds City Council (202204111)
The complaint is about the landlord’s handling of the resident’s reports of noise disturbance from repair works to a neighbouring property.
Sadeh Lok Limited (202113975)
The complaint is about the landlord’s handling of TV aerial repairs. The Ombudsman has also considered the landlord’s: complaint handling. record keeping.
Sheffield City Council (202119409)
The complaint is about the landlord’s: Handling of the resident’s reports of a leak into his property. Complaint handling.
Sovereign Housing Association Limited (202209547)
REPORT COMPLAINT 202209547 Sovereign Housing Association Limited 4 March 2023 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 […]
Tower Hamlets Homes (202208704)
REPORT COMPLAINT 202208704 Tower Hamlets Homes 4 March 2023 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 is […]
London Borough of Brent (202214126)
The complaint is about the landlord’s handling of: The resident’s reports of a leak into her property and subsequent internal damage. The associated complaint.
Hundred Houses Society Limited (202126661)
The complaint is about the landlord’s handling of the resident’s application to purchase the landlord’s share in their joint ownership property.
Paragon Asra Housing Limited (202209772)
The complaint concerns: The condition of the property when it was let to the resident and how the subsequent repairs were handled by the landlord. The landlord’s complaint handling.
Clarion Housing Association Limited (202108182)
The complaint is about the landlord’s: The response to reports of various repairs at the property. The handling of reports of a faulty boiler. The response to concerns about the suitability of the upgraded kitchen and bathroom. Complaint handling.
Harlow District Council (202127707)
The complaint concerns the landlord’s response to: Reports of the condition and effectiveness of the soakaway at the property . Reports of damp and mould at the property. The complaints handling. This report also considers the landlord’s record keeping.
Paragon Asra Housing Limited (202116451)
The complaint is about: The landlord’s response to a report of shattered glass at the property. The landlord’s handling of the resident’s complaint.
Poplar Housing And Regeneration Community Association Limited (202009320)
The complaint is about the landlord’s: Response to the resident’s report of a leak. Decision not to offer compensation in respect of damage caused to the flooring. Complaint handling. The Ombudsman has also assessed the landlord’s record keeping.
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)