Lambeth Council (202006404)
The resident complains about: The landlord's handling of the kitchen renewal work at the property, and; its response to her subsequent formal complaint. The Ombudsman has also considered the landlord’s record keeping.
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
Lambeth Council (202007286)
The resident complains about the landlord’s: Response to her reports of repairs at the property. Response to her reports of a pest control issue. Handling of the complaint. The Ombudsman has also considered the landlord’s record keeping.
Lambeth Council (202104783)
The leaseholder complains about the landlord’s handling of his application for consent to carry out alterations to the property.
Lambeth Council (202107314)
The resident complaints about the landlord’s handling of: the installation of a shower head and water pump, and; boiler repairs. He also complains about handling of the formal complaint and the level of compensation offered by the landlord. The Ombudsman has also considered the landlord’s record keeping.
Newlon Housing Trust (202000770)
The complaint is about: The landlord’s handling of the resident’s reports of noise disturbance from the property above. The landlord’s complaints handling.
Onward Homes Limited (202100742)
The resident’s complaint is about: How the landlord handled repairs to the windows in a leasehold property from 2020 onwards. How the landlord handled her formal complaint.
Paragon Asra Housing Limited (202002651)
The complaint is about the landlord’s response to the resident’s reports of: excessive noise coming from his neighbour’s property; excessive noise from the communal door to the building; cigarette smoke entering his property from outside the building.
London & Quadrant Housing Trust (L&Q) (202102186)
This complaint is about: The level of a service charge, following the time taken to set up a service charge account. The redress offered to the resident, following a complaint about the time taken to set up the service charge account.
London & Quadrant Housing Trust (202005639)
This complaint is about the landlord’s decision to withdraw its discretionary offer to the resident of a management transfer to another property.
Metropolitan Housing Trust Limited (202014430)
The resident’s complaint concerns: The landlord's response about the standard of cleaning and ground maintenance in the communal areas. The landlord’s complaint handling.
Tuntum Housing Association Limited (202005850)
The complaint is about the landlord’s response to the residents reports of: Anti-social behaviour (ASB) including noise and nuisance and harassment. The landlord’s complaint handling.
Newlon Housing Trust (202016860)
The resident complains about: The landlord’s handling of repair works to the property, standard of the service provided in relation to this, and level of compensation offered. The lack of reimbursement for the costs incurred. The Ombudsman has also considered the landlord’s complaint handling
One Vision Housing Limited (202100235)
The complaint is regarding the landlord’s response to the resident’s request for additional works following the installation of a new washing line. The Ombudsman has also considered how the landlord responded to the resident’s complaint.
Paragon Asra Housing Limited (202105462)
The complaint refers to: The landlord’s administration of the resident’s rent account.
Peabody Trust (202105141)
The resident has complained about the landlord’s handling of repairs to his balcony door.
Sanctuary Housing Association (202012638)
The complaint is about the landlord’s handling of the resident's reports of defects at his new build property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Southern Housing Group Limited (202106187)
The complaint is about the landlord’s response to repairs in the resident’s property, in particular who is responsible for progressing an insurance claim.
The Guinness Partnership Limited (202108476)
The complaint concerns how the landlord handled the resident’s requests for the windows in the property to be replaced.
Westminster City Council (202106311)
The complaint is about the landlord’s handling of repairs to a fire door in the basement of the resident’s building, and the level of compensation offered by it to him for delaying this.
Peabody Trust (202101975)
This complaint is about the landlord’s handling of:
London & Quadrant Housing Trust (202100650)
REPORT COMPLAINT 202100650 London & Quadrant Housing Trust 11 November 2021 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. […]
Tower Hamlets Homes (202011685)
The complaint is about the landlord’s handling of the replacement of the resident’s front door. Specifically, in regard to: the security grilles. a glass panel. the type of lock. associated complaint handling.
Tower Hamlets Council (202102736)
The complaint is about the landlord’s decision to ask the resident to remove CCTV.
Westminster City Council (202108189)
The complaint concerns the landlord’s handling of: Repairs, following the resident’s report of a water leak from the property above. The associated complaint.
Lewisham Council (202105873)
The complaint about: The landlord’s response to the resident’s concerns about her boiler. The landlord’s handling of the associated complaint.
The Guinness Partnership Limited (202102353)
The complaint is about the landlord’s handling of redecoration work to the resident’s hallway.
Leeds City Council (202007388)
The complaint is about the landlord’s response to the resident’s request for repairs at the property.
Onward Homes Limited (201915422)
The complaint is about the landlord’s: response to the leaseholder’s reports of water ingress from the roof of his two properties; complaints handling.
Torus62 Limited (202015133)
The complaint is about the landlord erroneously sending letters of tenancy breach and demand for payment in respect of water charges, and its handling of enquiries about these letters and the subsequent complaint.
Birmingham City Council (202011553)
The complaint is about the landlord’s response to the resident’s reports request for reimbursement of costs for repairs to the rear door at the property. The landlord’s complaints handling has also been investigated.
Thrive Homes Limited (202102346)
The complaint refers to: The landlord’s handling of the resident’s concerns about the location of the bin storage area, the standard of cleaning in the communal areas at his property and consequent request for a refund of his service charge. The landlord’s handling of the associated complaint.
Sovereign Housing Association Limited (202106885)
The complaint is about the landlord’s handling of soundproofing to the resident’s home.
Southwark Council (202017488)
This complaint is about the landlord’s response to ongoing mould and damp issues at the property.
Westminster City Council (201914122)
The complaint is about the landlord’s response to the resident’s reports of an unknown smell in her home.
London & Quadrant Housing Trust (202015115)
The complaint is about: The landlord’s handling of the resident’s reports of repairs to her front garden brick wall. The landlord’s handling of the associated complaint.
Hammersmith and Fulham Council (202012991)
The complaint is about the level of compensation which the landlord offered for its acknowledged service failure in its response to the resident’s report of repairs in the kitchen. The complaint is about the complaint handling.
Sheffield City Council (201903587)
The complaint is about the landlord’s response to multiple repair issues reported by the resident. The landlord’s complaint handling has also been investigated.
Clarion Housing Association Limited (202016236)
The complaint is regarding: The landlord’s response to the resident’s reports of a blocked drain. The landlord’s handling of the associated complaint. The Ombudsman has also considered the landlord’s record keeping in relation to this case.
Metropolitan Thames Valley Housing (201903124)
The complaint is about the landlord’s: Response to the resident’s reports of a leak into the property. Complaint handling.
Midland Heart Limited (202002627)
The resident complained about the landlord’s: Handling of his stay in its supported living accommodation. Response to his complaint and request for compensation.
Clarion Housing Association Limited (202015630)
This complaint is about the landlord’s: Handling of repairs to the resident’s specialist disabled toilet. Complaint handling.
Southwark Council (202109562)
The complaint is about: the landlord’s handling of the resident’s reports about the landlord’s staff. the landlord’s handling of the resident’s complaint.
Stonewater Limited (202000534)
This complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
Yorkshire Housing Limited (202016536)
The complaint is about the landlord’s: Response to the resident’s service charge enquiries. Complaints handling.
Crawley Borough Council (202006821)
This complaint is about how the landlord handled arrears on the resident’s rent account.
London Borough of Hillingdon (202012846)
The landlord's response to the resident’s reports about the condition of his porch roof.
Stafford & Rural Homes (202009884)
The complaint concerns the landlord’s response to reports of repairs required at the property and a bedbug infestation. The complaint is also about the landlord’s complaint handling.
Havering Council (202101048)
The complaint is about: The landlord’s response to the resident’s reports of damp and mould in his property. The landlord’s response to the resident’s concerns about redecoration and refurbishment works in communal areas of his building. The landlord’s handling of the associated complaint.
Sovereign Living Limited (202102355)
The complaint concerns the landlord’s handling of: repairs required to the garden wall of the resident’s property. The formal complaint into the matter.
Bassetlaw District Council (202011591)
The complaints are about: The landlord’s handling of repairs at the property following a loss of electricity. The landlord’s response to concerns raised by the resident in relation to: The conduct of its operatives and Covid-19 safety. Damage to goods within the property. The landlord’s handling of the resident’s formal …
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)