Swan Housing Association Limited (202234533)
This complaint is about the landlord’s handling of the resident’s reports of damp and mould problems in his home.
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
Clarion Housing Association Limited (202203929)
The complaint is about the landlord’s handling of the resident’s queries about his service charges. The Ombudsman has also considered the landlord’s complaint handling.
Coastline Housing Limited (202202199)
The complaint is about the landlord’s handling of reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s: Complaint handling. Record keeping.
GreenSquareAccord Limited (202229616)
The complaint is about the landlord’s handling of the resident’s report of a suspected carbon monoxide leak. The Ombudsman has also considered the landlord’s complaint handling.
Metropolitan Thames Valley Housing (MTV) (202123080)
The complaint is about the landlord’s handling of the resident’s: Report about the condition of the property when it was let and outstanding repairs. Associated formal complaint and communication.
Peabody Trust (202102403)
The complaint is about the landlord’s handling of the resident’s request for it to secure its own access to the communal plant room. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Star Housing (202220505)
The complaint is about: The information provided by the landlord before the resident accepted the tenancy. The landlord’s response to the resident’s request to alter the property. The Ombudsman has also investigated the landlord's complaint handling.
Two Rivers Housing (202127822)
The complaint is about the landlord’s handling of the resident’s reports of damp and mould at the property and the replacement of a broken window.
Westminster City Council (202210315)
The complaint is about the landlord’s handling of: Reports of a leak into the resident’s property. The associated complaint.
Clarion Housing Association Limited (202200962)
The complaint is about the landlord’s handling of the resident’s concerns: about service charges and that he is being charged for services he does not receive; he was advised incorrectly he was in rent arrears; over the landlord’s staff conduct. The Ombudsman has also considered the landlord’s complaint handling.
London Borough of Hackney (202308223)
The complaint is about the landlord's handling of: The resident's reports of a toilet leak, and the subsequent damage to the kitchen. The resident's reports of damp and mould and the associated repairs. The resident's complaint and request for compensation.
London Borough of Havering Council (202216067)
The complaint is about the landlords’ handling of: repairs to the guttering, and internal remedial works and damage to the resident’s belongings. The Ombudsman has also considered the associated complaint handling.
London Borough of Sutton (202204166)
This complaint is about the landlord’s: Response to the resident’s concerns about the property’s condition on letting. Complaint handling.
London & Quadrant Housing Trust (L&Q) (202121266)
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also investigated the landlord’s complaint handling.
Places for People Group Limited (202210881)
The complaint is about the landlord’s handling of the resident’s: Reports of a leak and subsequent repairs. Formal complaint.
Thurrock Council (202220272)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and hate crime.
Tower Hamlets Homes (202122079)
The complaint is about: The landlord’s handling of the resident’s concerns about fire safety, including how it processed the EWS1 form. The landlord’s handling of the resident’s complaint.
Westminster City Council (202212609)
The complaint is about the landlord’s: Response to the resident’s reports of water ingress. Complaint handling.
Home Group Limited (202225677)
The complaint is about the landlord’s handling of: - A leak and associated repairs. The Ombudsman has also investigated the landlord’s complaint handling.
London Borough of Hackney (202301936)
The complaint is about the landlord’s: Handling of the repair of leaks from the property above the resident. Handling of the repair of the resident’s bathroom and hallway ceilings damaged by the leaks.
Metropolitan Thames Valley Housing (MTV) (202202688)
The complaint is about the landlord’s response to: The resident’s request for a door replacement. The resident’s reports of noise transference and soundproofing issues. This report has also investigated the landlord’s complaint handling.
Paragon Asra Housing Limited (202208013)
The complaint is about the landlord’s handling of a leak affecting the property, including the time taken to complete repairs. The landlord’s complaint handling has also been investigated.
Brighter Places (202113425)
The complaint is about the landlord's handling of the resident’s : Reports of damp and mould, and the associated repairs. Request to repair the back door. Complaint.
Lambeth Council (202107857)
The complaint is about the landlord’s handling of the resident’s reports concerning: Leaks, damp and mould in the property. Repairs required to the kitchen window. The associated complaint.
Onward Homes Limited (202004708)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) by a neighbour.
Aster Group Limited (202216842)
The complaint is about: The landlord’s introduction of a service charge for the maintenance of a fall arrest system on the roof of the resident’s property. The landlord’s handling of maintenance to the ‘living roof’ at the resident’s property. The landlord’s handling of requests for repairs to the ‘living roof’.
Peabody Trust (202223341)
The landlord’s response to the resident’s: Report of no water supply to his property. Associated complaint.
Babergh District Council (202300493)
This complaint is about the landlord’s response to concerns about heating in the resident’s home.
Royal Borough of Kensington and Chelsea (202224181)
REPORT COMPLAINT 202224181 Royal Borough of Kensington and Chelsea 5 December 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Clarion Housing Association Limited (202202310)
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould issues around the bedroom windows and associated damage to the wall and windowsill. Reports concerning the communal areas including the solar panels being defective and not good value for money, and concerns about the lifespan …
Onward Homes Limited (202222960)
The complaint is about the landlord’s: Handling of antisocial behaviour (ASB). Complaint handling.
Clarion Housing Association Limited (202126500)
The complaint is about the landlord’s response to the resident’s reports of a leak and subsequent handling of repairs to the ceiling. The Ombudsman has also considered the landlord’s complaint handling.
Elim Housing Association Limited (202217527)
This complaint is about the landlord’s handling of reports of anti-social behaviour.
Estuary Housing Association Limited (202216223)
The complaint is about the landlord’s handling of: The refurbishment of the kitchen. The resident’s concerns about the conduct of its contractors. The Ombudsman has also considered the associated complaint handling.
Sanctuary Housing Association (202300440)
The complaint is about the landlord’s: Response to the resident’s reports of leaks. Handling of repairs to the resident’s kitchen.
A2Dominion Housing Group Limited (202200406)
The complaint is about the landlord’s handling of the resident’s requests for information, after receiving an increased service charge bill. The Ombudsman has also considered the landlord’s complaint handling.
Birmingham City Council (202222264)
The complaint is about the landlord’s handling of roof leaks and resultant damage, including ceiling collapse. This service has also considered the landlord’s complaint handling approaches.
Connect Housing Association Limited (202207740)
The complaint is about the landlord’s handling of the resident’s: Reports of Anti-social Behaviour (ASB). Complaint.
Darlington Borough Council (202206642)
The complaint is about: The landlord’s handling of an application for help with water rates, including its communication. The associated complaint.
Epping Forest District Council (202128520)
The complaint is about: The landlord’s response to the resident’s concerns about his neighbour’s building work. The associated complaint.
Great Places Housing Association (202128398)
The complaint is about: The landlord’s handling of the resident’s reports about her boundary wall. The landlord’s handling of the resident’s reports about her neighbour’s fence. The landlord’s response to repair issues reported by the resident. The landlord’s complaint handling.
Havering Council (202213065)
The complaint is about the redress offered by the landlord following its handling of: Repairs and pest control. The complaint handling.
Hyde Housing Association Limited (202205351)
The complaint is about the landlord’s handling of the resident’s reports of several repair issues. The landlord’s complaint handling has also been considered.
Lambeth Council (202103898)
The complaint is about the landlord’s handling of: repairs to windows, roof and back door. reports of damp and mould in the property. The Ombudsman will also consider the landlord’s complaint handling.
London Borough of Hackney (202215973)
The complaint is about the landlord’s handling of the resident’s: reports of repairs. complaint.
London & Quadrant Housing Trust (L&Q) (202200638)
The complaint is about the landlord’s handling of the resident’s: Request to be moved on medical grounds. Reports of antisocial behaviour. The Ombudsman has also considered the landlord’s record keeping.
London & Quadrant Housing Trust (L&Q) (202205311)
The complaint is about: the landlord’s handling of the resident’s service charge queries about communal car parking, the landlord’s complaint handling.
Nottingham City Council (202213831)
The complaint is about the landlord’s handling of: The resident’s concerns relating to the retrofit improvement to his property; and The associated complaint.
One Manchester Limited (202016223)
The complaint is about the landlord’s: Handling of reports of the resident’s alleged subletting. Handling of the resident’s reports of discrimination. Complaint handling.
Ongo Homes Limited (202211954)
The complaint is about the condition of the property at the start of the resident’s tenancy and how the subsequent repairs were handled by the landlord.
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)