Lambeth Council (202212247)
The complaint is about: The landlord’s response to the resident’s requests for it replace her property’s draughty windows, front door and frame, and compensate her for this. The landlord’s complaint handling.
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
Reading Borough Council (202215361)
The complaint is about information the landlord provided about the applicant’s right to a mutual exchange. The Ombudsman has also considered the landlord’s knowledge and information management. The Ombudsman has also considered the landlord’s complaint handling.
Camden Council (202219378)
The complaint is about the landlord's: Handling of a leaking roof causing water damage to the property. Complaints handling. The Ombudsman has also considered the landlord’s knowledge and information management.
Hackney Council (202225651)
The complaint is about the landlord’s handling of repairs to windows. The Ombudsman has also decided to investigate the landlord’s complaint handling.
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.
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.
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.
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.
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.
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.
Thurrock Council (202220272)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and hate crime.
Westminster City Council (202212609)
The complaint is about the landlord’s: Response to the resident’s reports of water ingress. Complaint handling.
Lambeth Council (202107857)
The complaint is about the landlord’s handling of the resident’s reports concerning: Leaks, damp and mould in the property. Repairs required to the kitchen window. The associated complaint.
Babergh District Council (202300493)
This complaint is about the landlord’s response to concerns about heating in the resident’s home.
Birmingham City Council (202222264)
The complaint is about the landlord’s handling of roof leaks and resultant damage, including ceiling collapse. This service has also considered the landlord’s complaint handling approaches.
Darlington Borough Council (202206642)
The complaint is about: The landlord’s handling of an application for help with water rates, including its communication. The associated complaint.
Epping Forest District Council (202128520)
The complaint is about: The landlord’s response to the resident’s concerns about his neighbour’s building work. The associated complaint.
Havering Council (202213065)
The complaint is about the redress offered by the landlord following its handling of: Repairs and pest control. The complaint handling.
Lambeth Council (202103898)
The complaint is about the landlord’s handling of: repairs to windows, roof and back door. reports of damp and mould in the property. The Ombudsman will also consider the landlord’s complaint handling.
Nottingham City Council (202213831)
The complaint is about the landlord’s handling of: The resident’s concerns relating to the retrofit improvement to his property; and The associated complaint.
South Holland District Council (202111751)
The complaint is about the landlord’s handling of: The resident’s kitchen adaptation works. The resident’s complaint. The Ombudsman also assessed the landlord’s record keeping.
South Kesteven District Council (202204512)
The complaint is about the landlord's handling of: Repairs to the property and the associated delays. The associated complaint.
Clarion Housing Association Limited (202121522)
The complaint is about the resident’s reports concerning the landlord’s handling of: Its communication not being disability friendly. A complaint made about a member of staff on 24 December 2020. Unscheduled welfare visits. The suitability of the property allocated by the local council. The sign up and move in process. …
Hackney Council (202117182)
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould throughout the property. Handling of the resident's reports of a leaking WC. This report also considers the landlord’s complaint handling.
Southampton City Council (202211765)
This complaint is about the landlord’s handling of reports of antisocial behaviour in the resident’s neighbourhood. We have also decided to consider the landlord’s complaint handling as part of this report.
Derby City Council (202212102)
REPORT COMPLAINT 202212102 Derby City Council 17 October 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 case. […]
Gateshead Metropolitan Borough Council (202128113)
This complaint is about the landlord’s handling of the resident’s reports of water ingress at his property. The Ombudsman has also considered the landlord’s handling of the associated complaint.
Southwark Council (202120712)
The complaint is about the landlord's handling of reports of antisocial behaviour (ASB) about a neighbour, and its response to counter reports received about the resident. The Ombudsman has also considered the landlord’s complaint handling and record keeping.
Camden Council (202208606)
The complaint is about the landlord’s response to the resident’s reports of leaks from the property above.
Lambeth Council (202115517)
The complaint is about the landlord’s: Response to the resident’s concerns in relation to paying service charges for services not being provided or not being provided to a satisfactory level related to: CCTV monitoring and footage request; Cleaning, window cleaning and ground maintenance of the estate; Major works. Response to …
Birmingham City Council (202210771)
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) and racial abuse. The Ombudsman has also considered the landlord’s complaint handling.
Stoke-on-Trent City Council (202216660)
The complaint is about the landlord's handling of the resident’s reports of cracks appearing in the walls of the property. This investigation has also considered the landlord’s complaint handling.
Islington Council (202217372)
The complaint is about: The landlord’s handling of repairs to a faulty centrifugal fan. The landlord’s complaint handling.
Lewisham Council (202124493)
The complaint is about the landlord's handling of repairs to: The guttering. The roof leak.
Lambeth Council (202203297)
The complaint is about: The landlord’s handling of various repairs to the property. The landlord’s complaint handling.
Wigan Metropolitan Borough Council (202126740)
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The associated formal complaint.
Birmingham City Council (202204579)
The complaint is about the landlord’s handling of repairs reported by the resident about a leak, and subsequent damp and mould.
Southwark Council (202210187)
The complaint is about the landlord’s handling of the resident’s: Reports of disrepair issues causing pest infestations including rats, mice and tropical ants. Reports of antisocial behaviour by other residents involving fly tipping and incorrect rubbish disposal attracting pests. Report of a fire in the bin close to her property. …
Birmingham City Council (202112335)
The complaint is about: The landlord’s handling of reports of antisocial behaviour (ASB) from the resident. The landlord’s handling of reports of antisocial behaviour (ASB) made against the resident. The landlord’s complaint handling.
Hackney Council (202212255)
The complaint is regarding the landlord’s handling of: Repair issues in the property including a leak, hole in a bedroom wall and damp and mould. A request for a rent rebate following an alleged overpayment. This investigation has also considered the landlord’s handling of the complaint.
Harlow District Council (202222989)
The complaint is about: The landlord’s handling of an ongoing roof leak into the resident’s property. The landlord’s handling of the associated complaint.
Lambeth Council (202202383)
The complaint is about the landlord's handling of reports of leaks, damp, mould and water damage in the property. The Ombudsman has also considered the landlord’s record keeping.
Lambeth Council (202220014)
The complaint is about the landlord’s response to reports of a broken lift. As part of this investigation, this Service has decided to investigate the landlord’s complaint handling.
Haringey London Borough Council (202228697)
The complaint is about: The landlord’s handling of the resident’s reports of damaged windows. The Ombudsman has also considered the landlord’s complaint handling.
Birmingham City Council (202218060)
The complaint is regarding the landlord’s: Handling of the resident’s reports about the condition of the property upon moving in and subsequent repairs. Complaints handling.
Central Bedfordshire Council (202217828)
The complaint is about the landlord's handling of: The resident’s reports of anti-social behaviour (‘ASB’); and The subsequent complaint.
Haringey London Borough Council (202123994)
This complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) and noise. The associated complaint.
Lambeth Council (202223064)
The complaint is about: The landlord’s handling of the resident’s reports of a leak from a flat above. The landlord’s complaints handling.
Sheffield City Council (202100059)
The complaint is about the landlord’s handling of the resident’s concerns regarding: the condition of the property when let. gas safety. 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)