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.
Decision Case ID 202506714 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 16 December 2025 Background The resident and her daughter live in a third floor flat with […]
Decision Case ID 202423262 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 15 December 2025 Background The resident lived in a 3-bedroom house with her non-dependent […]
Decision Case ID 202319430 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Shared Ownership Date 11 December 2025 Background The resident’s flat was a new build. When the resident moved in […]
Decision Case ID 202330411 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 26 November 2025 Background The resident lives on the ground floor of a block of flats. […]
Decision Case ID 202333817 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 20 November 2025 Background The resident reported that the landlord’s contractor attended to carry out an […]
Decision Case ID 202410238 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 20 November 2025 Background The property is a 2 bedroom flat. The resident was placed […]
Decision Case ID 202345691 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Shared Ownership Date 6 November 2025 Background The resident is the shared owner of the property. The landlord is […]
Decision Case ID 202339571 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Shared Ownership Date 31 October 2025 Background The resident lives with her family in a 2 bedroom flat in […]
The complaint is about the landlord’s handling of the resident’s reports of leaks and the associated management transfer request. We have also investigated the landlord’s complaint handling.
The complaint is about: the landlord’s handling of the resident’s ongoing reports of pests. the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of repair issues to the bathroom, damp and mould. Concerns about the suitability of temporary accommodation. Concerns about the theft of her daughter’s wheelchair. The Ombudsman has also looked at the landlord’s complaint handling.
The complaint is about the landlord’s response to the theft of the resident’s bike from the communal bike store.
The complaint is about the landlord's handling of the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about access to her garden.
The complaint is about the landlord’s handling of the resident’s: Request to repair windows which were reported as being stiff to open and close. Request to replace the bathroom at the property. Further repair requests and reports of damp and mould at the property. We have also considered the landlord’s …
The complaint is about the landlord’s handling of the resident’s reports of a leaking roof.
The complaint is about the landlord’s handling of the resident’s reports of pests. We have also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Handling of repairs to the resident’s property. Response to the resident’s reports of antisocial behaviour (ASB). Response to the resident’s reports about its staff’s conduct. Complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about parking on the estate and access to her allocated parking space. We are also considering the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A leak in the property. Damp and mould in the property. Electrical safety issues. Temporary rehousing. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to concerns about: The administration of service charges. A pre-existing sinking fund. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The provision of sandbags, reimbursement for damaged goods, and flooring repairs after a sewage flood in the resident's property. The resident’s reports of a person urinating in the communal areas of her block. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s service charge account. The associated complaint.
The complaint is about the landlord’s handling of a request for rehousing. The Ombudsman has also considered the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s response to the resident’s concerns about the standard of the grounds maintenance and its contractor management.
The complaint is about the landlord’s: response to repairing the resident’s boiler. complaint handling
The complaint is about the landlord’s handling of the resident’s service charge queries. We have also investigated the landlord’s complaint handling.
The complaint is about the level of compensation offered by the landlord for its delay in repairing the resident’s boiler.
The complaint is about the landlord’s handling of: The resident’s rent and service charge account. The associated complaint.
The complaint is about the landlord’s response to the resident’s queries and concerns about her energy use. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to a communal gate. We have also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to communal lighting. The Ombudsman will also consider the associated complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: A repair to a skylight in the kitchen. A leak from the roof above the kitchen. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Request to replace the electrical heating system. Associated complaint.
The complaint is about the landlord’s handling of the resident’s report of a leak. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to: Water damage associated with a fire at the block. A leak at the property. The resident’s request for a transfer. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about items left in the communal hallway. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about: the time it was taking to complete remedial works to the external walls of her building. the protection of the external walls of the building. its schedule of remedial works. its compensation agreement in relation to the remedial …
The complaint is about the landlord’s handling of: The safety of the boiler and heating system in the resident’s property. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Concerns about drainage issues at the property. Reports of damp and mould, and sewage related smells coming from her neighbour’s property. Request to transfer to another property.
The complaint is about the landlord’s decision to issue the resident with a Notice of Seeking Possession (NoSP) and its administration of her rent account.
The complaint is about the landlord’s handling of the resident’s: Reports that the heating was not functioning correctly. Associated formal complaint.
| 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 |