Sanctuary Housing Association (202230688)
The complaint is about the landlord’s application of anti-mould treatment solution at the resident’s property. The landlord’s complaint handling has also been investigated.
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
Shepherds Bush Housing Association Limited (202228666)
The complaint is about the landlord’s handling of the resident’s: Reports of repairs required to his property to prevent pests entering. Complaint.
Tower Hamlets Homes (202304522)
The complaint is about the landlord’s handling of an obstruction to the resident’s parking bay. The Ombudsman has also investigated the landlord’s complaint handling.
Clarion Housing Association Limited (202216603)
REPORT COMPLAINT 202216603 Clarion Housing Association Limited 10 April 2024 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 […]
Lambeth Council (202232674)
This complaint is about the landlord’s handling of repairs in the property. The Ombudsman has also considered the landlord’s handling of the associated complaint.
Peabody Trust (202126263)
The complaint is about the landlord’s handling of the resident’s reports of: Her neighbour’s use of closed circuit television (CCTV). Antisocial behaviour (ASB) by her neighbour. The Ombudsman has also considered the landlord’s complaint handling.
Southend-on-Sea City Council (202234512)
The complaint is about the landlord’s: Response to reports of water leaking into the bedroom through the ceiling and the subsequent repairs to the property. Response to reports of a gas leak in the property. Complaint handling.
Homes Plus Limited (202231464)
The complaint is about: The landlord entering the resident’s property by force and without permission to effect repairs. The compensation awarded as part of its complaint handling.
London & Quadrant Housing Trust (L&Q) (202222308)
The complaint is regarding the landlord’s handling of the resident’s transfer application and request to move on medical grounds. This investigation has also considered the landlord’s handling of the complaint.
Colchester City Council (202226995)
The complaint is about the landlord’s handling of the resident’s reports of damp, mould, and the associated repairs. The Ombudsman has also considered the landlord’s complaint handling.
Islington Council (202300321)
The complaint is about the landlord’s decision to withdraw permission for the resident’s dog to access the communal garden. The Ombudsman has also investigated: The landlord’s complaint handling. The landlord’s knowledge and information management (KIM).
Tower Hamlets Homes (202232217)
The complaint is about the landlord’s response to the resident’s request to repair his front door. The Ombudsman has also considered the landlord’s complaint handling.
Gentoo Group Limited (202229870)
The complaint is about the landlord’s: Handling of reports of leaks from the resident’s kitchen sink. Complaint handling.
Leeds City Council (202201683)
The complaint is about the landlord’s handling of: Repairs to a bedroom window. Repairs to walls in the bedroom and kitchen.
London & Quadrant Housing Trust (L&Q) (202204588)
The complaint is about the landlord’s handling of the resident’s: Reports of problems with her front door. Associated complaints.
Tower Hamlets Council (202231818)
The complaint concerns the landlord’s handling of the roof leak into the resident’s property.
Havering Council (202213170)
The complaint is about the landlord’s response to the resident’s reports of a blockage in the kitchen stack pipe and the level of compensation offered. The Ombudsman has also considered the landlord’s complaint handling.
High Peak Borough Council (202122468)
The complaint is about the landlord’s handling of the residents reports of antisocial behaviour (ASB) and harassment. The Ombudsman has considered the landlord’s complaint handling.
A2Dominion Housing Group Limited (202219705)
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) by her neighbours. Associated formal complaint.
A2Dominion Housing Group Limited (202227136)
The complaint is about the landlord’s handling of the resident’s reports of drainage issues. This Service has also considered the landlord’s complaint handling.
Bromford Housing Group Limited (202210934)
The complaint is about: The landlord’s response to the resident’s: Reports of damp and mould. Request for non-damp and mould related repairs. Complaint.
Camden Council (202224293)
The resident’s complaint is about the landlord’s: Handling of repairs in her property, including damp and mould; Response to reports of pests; Response to a carbon monoxide leak, and her subsequent move from the property; Handling of the associated complaint.
Clarion Housing Association Limited (202214815)
The complaint is about the landlord’s handing of the resident’s reports of: Repairs to: Windows. Back door. Noise. The Ombudsman has also considered the landlord’s complaint handling.
Clarion Housing Association Limited (202220271)
The complaint is about the landlord’s response to: repairs to the communal roof and gutter rising damp and black mould. the associated complaint.
Hyde Housing Association Limited (202212600)
The complaint is about the landlord’s handling of: Reports of anti-social behaviour. The resident’s complaint.
Lewisham Council (202306207)
The complaint concerns the landlord’s handling of: The resident’s reporting of damp and mould at the property. The resident’s request to be medically assessed to enable them to move. This report has also considered: The landlord’s record keeping. The landlord’s complaints handling.
London Borough of Enfield (202229098)
The complaint is about the landlord’s response to the resident’s: Request for information about the ‘buyback’ process. Query about cladding. Reports of damp and mould. Request for compensation for boiler and additional heaters. Dissatisfaction about winter fuel payments. Concerns about her license agreement. Complaint.
London & Quadrant Housing Trust (L&Q) (202226320)
The complaint is about the landlord’s: Response to reports of delays completing repairs to the boiler. Response to the request to cancel the service charge arrears. Handling of the associated complaint and processing of the compensation offered.
Metropolitan Thames Valley Housing (MTV) (202107752)
The complaint is about: the landlord’s handling of a fire in the communal bin store. the landlord’s handling of the associated complaint.
Metropolitan Thames Valley Housing (MTV) (202227392)
The complaint is about the landlord’s response to the resident’s reports of no heating and hot water.
Midland Heart Limited (202221858)
The complaint is about: The landlord’s handling of the resident’s reports about the condition of a shared garden. The landlord’s complaint handling.
Newlon Housing Trust (202210017)
The complaint is about the landlord’s handling of the resident’s reports of: Antisocial behaviour (ASB). Outstanding communal repairs. Issues with the bin and bicycle store. The Ombudsman also considered the landlord’s communication with the resident in relation to his dissatisfaction with the service charge.
North Devon Homes (202233401)
The complaint is about the landlord’s handling of reports that the resident had assaulted her neighbour. The Service has also considered the landlord’s record keeping.
Norwich City Council (202218400)
The complaint is about the landlord’s handling of: Damp and mould at the resident’s property. The associated complaint.
Norwich City Council (202223175)
The complaint is about the landlord’s handling of: Reports of damp and mould. The associated complaint.
Notting Hill Genesis (NHG) (202301249)
The complaint is about the landlord’s handling of the resident’s reports about a sewage smell from a ventilation unit.
Peabody Trust (202014128)
The complaint is about the landlord’s response to the resident’s repair requests. This Service has also considered the landlord’s: complaint handling, and: record keeping.
Peabody Trust (202127329)
The complaint is about: The landlords handling of the residents reports of ongoing damp and mould in her property. The landlords handling of the residents complaint about the issue.
Peabody Trust (202213300)
REPORT COMPLAINT 202213300 Peabody Trust 28 March 2024 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 set […]
Peabody Trust (202213466)
The resident’s complaint is about: The landlord’s handling of requests for repairs in response to a leak from her property, including flooring in her kitchen and hallway. The landlord’s handling of the resident’s complaint, including concerns about potential breaches of data protection law.
Peabody Trust (202224366)
The complaint is about the landlord’s response to the resident’s service charge queries. This Service has also considered the landlord’s complaint handling.
Peabody Trust (202234265)
The complaint is about the landlord’s response to the resident about: Issues in the kitchen, bathroom and bedroom including leaks, damp, and mould. Boiler repairs. Windows repairs.
Plus Dane Housing Limited (202225094)
The complaint concerns the landlord’s handling of: The resident’s request for a wet room adaptation at the property. The resident’s request to make a complaint.
Solihull Metropolitan Borough Council (202124959)
The complaint is about the landlord’s handling of reports of outstanding repairs in the property. The Ombudsman has also considered the landlord’s communication and handling of the resident’s complaint in this investigation.
Southend-on-Sea City Council (202234954)
The complaint is about: The landlords handling of the residents request for a replacement boundary wall. The landlords handling of the residents request for a new door to the balcony in her sons bedroom. The Ombudsman will also be considering the landlords handling of the residents complaint.
Southern Housing Group Limited (202219974)
The complaint is about: The landlords handling of the residents reports of her issues with the heating system and the suitability of the heating solutions offered. The landlords decision not to replace the residents kitchen sink and drainer. The landlord’s handing of reports of a pest infestation in the loft …
South Tyneside Council (202227369)
The complaint is about the landlord’s response to the resident’s reports about: The resident’s heating system including water/heating pipes banging. Leaks and damage to the property’s porch, including concerns about asbestos in the porch floor and ceiling. Necessary glazing repairs. Plastering and painting repairs The lack of insulation in the …
Southwark Council (202208239)
The complaint is about: The resident’s reports of leaks into the property and the subsequent damage and loss of earnings. The landlord’s complaint handling.
Sovereign Network Homes (202220635)
The complaint is about the landlord’s handling of the resident’s: reports of damp and mould in the basement of the property; reports of ventilation issues and that vents had not been changed; reports of a leak in the bathroom causing water to leak into the kitchen; reports of cracks on …
Sovereign Network Homes (202234157)
The complaint is about the landlord’s response to concerns relating to the communal grassed area and request for benches. This report has also considered the landlord’s handling of the associated complaint.
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)