Norwich City Council (202234907)
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in her property. The associated 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
Places for People Group Limited (202206081)
The complaint is about the landlord’s handling of the resident’s reports of domestic abuse and her request for an urgent management transfer to flee the abuse. This investigation also considered the landlord’s handling of the resident’s complaint. This investigation also considered the landlord’s record keeping.
Southern Housing Group Limited (202128297)
The complaint is about the landlord’s handling of: Repairs in the kitchen. The resident's reports of damp and mould in the property and associated bathroom repairs. Record keeping The associated complaint.
Vivid Housing Limited (202211330)
The complaint is about the landlord’s handling of the resident’s concerns about the service management charge. The Ombudsman has also considered the landlord’s complaints handling.
Watford Community Housing Trust (202211914)
The complaint is about the landlord’s handling of the residents rent account. The Ombudsman has decided to investigate the landlord’s complaint handling.
Waverley Borough Council (202223467)
The complaint is about the landlord’s response to the resident’s: reports of anti-social behaviour (ASB). queries about the back garden boundary. The Ombudsman has also investigated the landlord’s complaint handling.
Haringey London Borough Council (202123490)
The complaint is about the landlord’s: Response to the resident’s reports of ASB between May 2022 and August 2022. Response to the resident’s reports of noise nuisance from the property above. Complaint handling.
Hexagon Housing Association Limited (202201020)
The complaint is about: The landlord’s handling of the resident’s reports of various repairs in the property. This service has also considered the landlord’s complaint handling.
Hyde Housing Association Limited (202124025)
The complaint is about: The landlords response to the residents reports of anti social behaviour (ASB). The landlords handling of the associated complaint.
Hyde Housing Association Limited (202221054)
The complaint is about the landlord’s handling of repairs to the balcony door.
Lewisham Council (202105460)
The complaint is about the landlord’s handling of the resident’s reports of noise and fouling caused by birds. The Ombudsman has also considered the landlord’s handling of the resident’s associated complaint.
Livv Housing Group (202121943)
The complaint is about the landlord’s handling of: The resident’s report of a pest infestation at the resident’s previous property. The resident’s report of a leak and rubbish found underneath the bath in the resident’s current property.
Paragon Asra Housing Limited (202202007)
The complaint is about the landlord’s handling of the resident’s requests: For it to replace the windows in her property. To use female operatives when doing works at her property. For help in maintaining the communal garden. The Ombudsman has also considered the landlord’s complaint handling.
Southern Housing Group Limited (202203359)
The complaint is about the landlord’s handling of: The property condition at the point of mutual exchange. Repairs reported by the resident on moving in. The resident’s complaint.
Sovereign Housing Association Limited (202218565)
The complaint is about the landlord’s handling of the resident’s reports of damp and mould and subsequent damage to the resident’s belongings. The Ombudsman has also considered the landlord’s complaint handling.
The Guinness Partnership Limited (202102462)
The complaint is about: The landlord’s response to the resident’s report about her roof. The landlord’s complaint handling.
Tower Hamlets Homes (202217515)
The complaint is about the landlord’s handling of repairs to internal air vents at the resident’s property which resulted in condensation in the property.
A2Dominion Housing Group Limited (202202594)
REPORT COMPLAINT 202202594 A2Dominion Housing Group Limited 19 December 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
Clarion Housing Association Limited (202114998)
The complaint is about the landlord’s: Response to the resident’s reports of an ongoing pigeons’ infestation. Response to the resident’s concerns of the difference between the service charge actuals and estimates for year 2020/2021 and the service charge increase. Associated complaint handling.
Midland Heart Limited (202121358)
The complaint is about the landlord’s handling of the resident’s reports of defects after she moved into the new build property, including its complaint response.
Raven Housing Trust Limited (202017342)
The complaint is about the landlord’s response to the resident’s concerns about: noise transference. fire safety in the building. complaint handling.
Southwark Council (202300194)
The complaint is about the landlord's handling of reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
Sovereign Housing Association Limited (202120596)
The complaint is about the landlord’s handling of the resident’s: reports of collapsed ceilings, heating and hot water failures, plumbing blockages, leaks, unsanitary living conditions, and related repairs; associated complaint and compensation claim.
Stonewater Limited (202126401)
The complaint is about the landlord’s response to the resident’s: Concerns of administration and calculation of service charge actuals and monitoring of the quality of works. Concerns of reasonableness of services charges for the services provided, increase of service charges, and lease variations. Request to be refunded for service charges. …
Clarion Housing Association Limited (202227017)
The complaint is about the landlord’s response to reports of damp and mould.
Hyde Housing Association Limited (202119260)
This complaint is about the landlord’s handling of: Reports of a leak into the resident’s property. The associated complaint.
London Borough of Hackney (202202843)
The complaint is about: The landlord’s response to the resident’s reports that she was experiencing noise nuisance and antisocial behaviour (ASB) from her upstairs neighbour. The landlord’s handling of the resident’s transfer request. The landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202120966)
The complaint is about the landlord’s handling of: Repairs to the building following a burglary. The resident’s request for it to provide CCTV footage to the police. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Notting Hill Genesis (NHG) (202114207)
The complaint is about the landlord’s: Communication about cyclical works. Complaint handling.
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.
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.
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)