Accent Housing Limited (202233159)
This complaint is about the landlord’s handling of repairs. 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
Hexagon Housing Association Limited (202210842)
The complaint is about: The landlord’s handling of requests for service charges information, including the level of service provided. The landlord’s complaint handling. The Ombudsman has also considered the landlord’s record keeping.
London & Quadrant Housing Trust (L&Q) (202218260)
REPORT COMPLAINT 202218260 London & Quadrant Housing Trust (L&Q) 26 February 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Newlon Housing Trust (202216938)
The complaint is about the landlord’s handling of the resident’s reports of a leak and the resulting remedial works required to their home.
Peabody Trust (202200321)
The complaint is about: The landlord’s handling of the resident’s repairs including damp and mould. The landlord’s complaint handling. The Ombudsman has also assessed the landlord’s record keeping.
Peabody Trust (202207126)
The complaint is about: The landlord’s response to the resident’s concerns about its administration of his tenancy, including his rent account. The level of service provided to the resident by the landlord’s customer service hub. The landlord’s handling of the resident’s complaint.
Southwark Council (202222991)
The complaint is about the landlord’s: Handling of outstanding repairs in the property. Handling of damp and mould in the property. The Ombudsman has also investigated the landlord’s handling of the complaint, including the level of compensation offered.
Welwyn Hatfield Borough Council (202121999)
The complaint is about the landlord’s handling of the resident’s: Reports of repairs, and the associated decant. Complaint.
Westminster City Council (202224845)
The complaint is about the landlords handling of: The resident's reports related to the supply of hot water after it was turned off following a leak into the flat below her. The renewal of the radiators and associated pipework. The Ombudsman has also considered the landlord’s complaint handling.
Citizen Housing (202215591)
The complaint is about the landlord’s handling of a rodent infestation in the resident’s property. The Ombudsman has also investigated the landlord’s complaint handling.
Evolve Housing + Support (202200303)
The complaint is about the landlords’ managing agent’s: Provision of support to the resident. Handling of the resident’s eviction from the property. The Ombudsman has also considered the landlords’ managing agent’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202208378)
The landlord's response to the resident's queries about service charges. The landlord’s handling of the complaint.
Norwich City Council (202201741)
The complaint is about the landlord’s: Handling of the resident’s reports of damp and mould in her property. Complaint handling.
Reading Borough Council (202224195)
The complaint is about the landlord's response to reports of a protruding gas pipe.
Westminster City Council (202125781)
The complaint is about:
Exeter City Council (202214034)
The complaint is about the landlord’s handling of: Leaks, damp, and mould at the resident’s property. Internal and external repairs at the resident’s property. The resident’s decant from her property.
Lambeth Council (202220999)
The complaint is about the landlords handing of leaks into the residents property and the resulting damage. The landlords handling of the residents complaint including the compensation offered.
Lambeth Council (202222640)
The complaint is about the landlord’s handling of the resident’s: Queries about her service charges. Formal complaint.
Leeds City Council (202209319)
The complaint is about the landlord’s response to the resident’s reports regarding water leaking from a window and resulting damage at her property.
London Borough of Hackney (202226213)
The complaint is about the landlord’s handling of outstanding repairs to the resident’s property, including the level of compensation offered. The Ombudsman has also investigated the landlord’s handling of the complaint.
Origin Housing Limited (202128464)
The complaint is about the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB) from a neighbouring property. Associated formal complaint.
Peabody Trust (202128489)
The complaint is about the landlord’s handling of the resident’s: Reports of a leak. Reports of damp and mould following the leak. Formal complaint. The Ombudsman has also considered the landlord’s knowledge and information management.
Richmond Housing Partnership Limited (202127228)
This complaint is about the landlord’s: Delays resolving repairs reported by the resident, and the level of compensation it offered her in response to them. Complaint Handling.
Tower Hamlets Community Housing (202215996)
The complaint is about the landlord’s: Response to a leak into the resident’s bathroom. Complaint handling.
Wealden District Council (202216732)
The complaint is about the landlord’s handling of a repair to the resident’s heat pump.
Believe Housing Limited (202208091)
The complaint is about the landlord’s: Handing of majors works. Response to damage to her closed-circuit television (CCTV).
Bromford Housing Group Limited (202210426)
The complaint is about the landlord’s: Response to the resident’s concerns about rising heating costs due to poor insulation in the property. Response to the resident’s reports of noise and smells coming from the binstores. Response to the resident's request to be rehoused. Handling of the resident’s complaints. This report …
Islington and Shoreditch Housing Association Limited (202205666)
The complaint is about the landlord’s handling of repairs to the resident’s boundary wall.
London Borough of Barnet (202215988)
The complaint is about the landlord’s handling of the ending of the resident’s tenancy.
Haringey London Borough Council (202229540)
The complaint is about the landlord’s handling of the resident’s: Request for window repairs. Request for ceiling repairs. The Ombudsman has also considered the landlord’s complaint handling.
Home Group Limited (202229518)
The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB), including safeguarding concerns; request for rehousing. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Optivo (now Southern Housing) (202229428)
The complaint is about the landlord’s: Handling of reports of antisocial behaviour (ASB). Complaint handling. The Housing Ombudsman has also considered the landlord’s record keeping.
South Kesteven District Council (202127106)
The complaint is about the landlord’s: Handling of the resident’s reports of damp and mould. Provision of keys for the windows in the property. Complaint handling.
Sovereign Network Homes (202220542)
The complaint is about the landlord’s handling of repairs to the kitchen. The Ombudsman has also investigated the landlord’s complaint handling.
Wandle Housing Association Limited (202225953)
The complaint is about the landlord’s response to the resident’s reports of fly tipping.
Peabody Trust (202114107)
This complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB). The Ombudsman also considered the landlord’s: Response to the resident’s vulnerabilities, health and welfare concerns; Complaint handling.
Places for People Group Limited (202201987)
The complaint is about the landlord’s handling of the resident’s reports of draughts from her windows and doors. The Ombudsman has also considered the landlord’s record keeping.
St Albans City and District Council (202219922)
The complaint is about the landlord’s management of the section 20 consultation regarding service charges for roof renewal. The landlord’s complaint handling has also been investigated.
Cambridge City Council (202223994)
The complaint is about the landlord’s handling of repairs to the communal door. The Ombudsman has also reviewed the landlord’s complaint handling.
Southwark Council (202228633)
The complaint is about the landlord’s handling of: Repair works, including the resident’s concerns about scaffolding and damage to paving slabs. The resident’s complaint.
Metropolitan Thames Valley Housing (MTV) (202227114)
The complaint is about the landlord’s handling of the resident’s reasonable adjustment, including gas safety administration. The Ombudsman has also considered the landlord’s complaint handling.
Clarion Housing Association Limited (202211537)
The complaint is about: The landlord's response to reports of flooring repairs, including reports that this was the cause of a pest problem in the property. The Ombudsman has also investigated the landlord’s complaint handling.
Dacorum Borough Council (202206306)
The complaint is about the landlord’s handling of: The renewal works to the kitchen, bathroom, and downstairs toilet. The resident’s associated complaint.
Magna Housing Limited (202208025)
The complaint is about: The landlords handling of the resident’s reports of alleged antisocial behaviour (ASB) from her neighbour. The landlord’s complaint handling has also been investigated.
Birmingham City Council (202218265)
The complaint is about: The landlord’s handling of repairs to the boiler. The landlord’s response to concerns about the conduct of operatives. This investigation has also considered the landlord’s handling of the associated complaint.
Camden Council (202213332)
The complaint is about the landlord’s handling of the resident’s reports of low water pressure. The Ombudsman has also taken the decision to investigate the landlord's handling of the resident's complaint.
Hyde Housing Association Limited (202008180)
The complaint is about the landlord’s: Response to reports of fly tipping. Handling of the associated complaint.
London Borough of Hackney (202231148)
The complaint is about the landlord’s handling of reports of no heating and hot water due to a faulty boiler.
Metropolitan Thames Valley Housing (MTV) (202217168)
The complaint is about the landlord’s handling of the resident’s housing application. The Ombudsman has also considered the landlord’s complaint handling.
Notting Hill Genesis (NHG) (202108846)
The complaint is about the landlord’s handling of the resident’s reports of outstanding repairs in the property. The Ombudsman has also considered the landlord’s complaint handling.
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)