Notting Hill Genesis (201911186)
The complaint is about the landlord’s handling of: repairs to the resident’s windows and doors; complaints about intermittent hot water at the property; the associated formal complaint.
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
Southwark Council (202008684)
The complaint is about the landlord’s handling of reports of a backflow surge of water into the property and its response to the complaint.
London & Quadrant Housing Trust (202001461)
The complaint is about the landlord’s response to the resident’s request for information to enable her to complete the sale of her shared-ownership home, including information about the cladding on the building she resides in.
Hyde Housing Association Limited (202001296)
The complaint is about how the landlord dealt with arrangements to carry out an annual gas safety inspection at the resident’s property.
The Riverside Group Limited (202001482)
The complaint is about: the landlord’s response to the resident’s reports of leaks into his property, including the conduct of its staff and damage to the property and his appliances; and the landlord’s handling of the resident’s complaints.
Birmingham City Council (202006450)
The complaint is about the landlord’s:
Newlon Housing Trust (201912566)
The complaint is about the landlord’s: Response to Government guidance on cladding in relation to the building the resident owns a property in. Response to the resident’s request to reimburse the costs which she had incurred in attempting to sell the property. Complaint handling.
St Mungo Community Housing Association (201910473)
The complaint is about: the landlord failing to carry out void works prior to the resident moving into the property; the length of time it took the landlord to carry out repairs; the landlord’s communication, including complaint handling and staff conduct.
London & Quadrant Housing Trust (202001175)
The complaint concerns: The landlord’s decision to replace a double-glazed bedroom window, that it had installed at the resident’s property, with a single-glazed window following planning permission issues with the local authority. The landlord’s communication and complaint handling.
Newlon Housing Trust (202001604)
The complaint is about the landlord’s decision not to reimburse the resident for water costs she says she incurred as a result of its delaying in repairing the toilet water flush mechanism and then later paying compensation into her rent account rather than directly to her water company or to …
Kingston upon Thames Council (202002004)
The complaint is about the landlord’s: response to the resident’s reports of antisocial behaviour and noise nuisance, and complaint handling.
London & Quadrant Housing Trust (202001937)
The complaint is about the landlord’s:
Orbit Group Limited (201905931)
The complaint is about: the landlord’s handling of works to the resident’s fence and gate. the landlord’s complaints handling.
Peabody Trust (201913961)
REPORT COMPLAINT 201913961 Peabody Trust 29 January 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. This […]
Tower Hamlets Council (201915515)
The complaint is about the landlord’s decision not to: reimburse the resident £180 that he paid to have a repair carried out to the communal water tank in the building; offer compensation for the inconvenience caused.
East Midlands Housing Group Limited (202001018)
The resident complains about the landlord’s response to his reports of damp and mould in the property.
Newham Council (201907602)
The leaseholder complains about the landlord’s handling of: reports of a repair at his property, and; the subsequent formal complaint.
Clarion Housing Association Limited (201913880)
The complaint is about the landlord’s handling of the resident’s: report of a leak into his property; associated formal complaint.
Lambeth Council (201900571)
The complaint is about the landlord’s handling of:
Leicester City Council (202006987)
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance caused by the neighbour’s dogs.
London Borough of Redbridge (202002349)
The complaint refers to: The Landlord’s response to an accusation of verbal abuse made against the Resident. The Landlord’s complaint handling of this matter.
Paragon Asra Housing Limited (202005271)
The resident’s complaint is about the landlord’s response to his: Reports of issues with his water supply. Reports of a roof leak; and The associated complaint regarding these issues.
Greenwich Council (201910844)
The complaint is about the landlord’s handling of the leaseholder’s: reports of a leak into the property and consequent damage; associated formal complaint
Sanctuary Housing Association (202002585)
The resident has complained that: The landlord has not provided a reasonable explanation of, or supporting information for, the service charge items The landlord has increased the rent twice within a year The landlord has managed the rent account inappropriately by agreeing to a direct debit payment date that in …
The Riverside Group Limited (201909268)
The resident has complained about the landlord’s: response to her reports of damp and mould in her property; handling of a leak through her bedroom ceiling.
Clarion Housing Association Limited (202003506)
The complaint concerns: The condition of the property at the start of the tenancy and how the subsequent repairs were handled by the landlord. The level of compensation offered by the landlord.
North Devon Homes (202001535)
The complaint concerns the landlord’s handling of remedial works at the property for mould and damp.
Bristol City Council (201914973)
The complaint is about: the level of redress offered by the landlord in respect of its acknowledged failings in carrying out works at the property, the landlord’s response to the resident’s request for compensation in respect of the damaged carpet at the property, and the landlord’s complaint handling.
Leeds City Council (202003569)
The complaint is about the landlord’s handling of the resident’s reports of other residents leaving items in the communal areas of the building.
Hammersmith and Fulham Council (202000590)
The complaint is about the landlord’s handling of repairs required at the property; in particular, delay to inspection/repair of an airbrick in the bedroom and associated damp and mould inspection and treatment.
Hexagon Housing Association Limited (201914551)
REPORT COMPLAINT 201914551 Hexagon Housing Association Limited 22 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Lambeth Council (202003390)
REPORT COMPLAINT 202003390 Lambeth Council 20 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
London & Quadrant Housing Trust (202000305)
The complaint is about the lack of rent abatement for the period that the resident was temporarily decanted from her home.
Octavia Housing (201913343)
REPORT COMPLAINT 201913343 Octavia Housing 14 April 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. This is set […]
Clarion Housing Association Limited (201810771)
REPORT COMPLAINT 201810771 Clarion Housing Association Limited 12 January 2021 Our approach 1. The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all […]
Optivo (202005182)
This complaint is about the landlord’s response to the resident’s reports of mould in her property.
Axiom Housing Association Limited (202002115)
The complaint is about the time taken by the landlord to activate the gas supply in the resident’s property at the beginning of the tenancy.
One Housing Group (202003763)
REPORT COMPLAINT 202003763 One Housing Group 14 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
Westminster City Council (202002702)
The complaint is about the landlord’s response to a leak at the property and its subsequent compensation offer.
Catalyst Housing Limited (201807134)
The resident has complained about the administration of his rent account, specifically the handling of a housing benefit payment and the resulting rent arrears.
ForHousing Limited (202006822)
The complaint is about: the landlord’s handling of roof repairs. The complaint is also about the landlord’s complaints handling.
Clarion Housing Association Limited (201915053)
The complaint is about the landlord’s response to the resident’s reports about the condition of the shared garden.
Newham Council (201913856)
The complaint is about the landlord’s handling of the resident’s reports of a leak in the bathroom causing mould, damp, and damage to the flooring.
Newham Council (201908648)
The complaint is about the landlord’s: response to the resident’s reports about a rodent infestation in the loft above her property; complaints handling.
One Housing Group (201911422)
The complaint is about: the landlord’s handling of the resident’s request for a summary of the costs incurred in relation to the service charges for the period 2018 to 2019. the landlord’s complaint handling.
Midland Heart Limited (202003561)
The complaint concerns the amount of compensation offered by the Landlord to the Resident for the distress and inconvenience caused by the lack of a reliable hot water supply for the period of 96 days.
Great Places Housing Group Limited (202000780)
REPORT COMPLAINT 202000780 Great Places Housing Group Limited 4 January 2021 Our Approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all […]
Hammersmith and Fulham Council (201909756)
The complaint refers to: The Landlord’s handling of the Resident’s request for the windows in her property to be repaired. The Landlord’s complaint handling of this matter.
Notting Hill Genesis (201915534)
The complaint refers to: The Landlord’s management of the Resident’s rent account. The Landlord’s complaint handling of this matter. The Landlord’s handling of repairs to the Resident’s hot water system and heating installations.
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)