Bournville Village Trust (202014113)
The complaint is about the landlord's application of payments made by the resident for a purpose she did not intend.
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
Peabody Trust (202016983)
The complaint is about: The landlord’s response to the reports of a leak within the resident’s property which subsequently resulted in a ceiling collapse. The landlord’s complaint handling.
Metropolitan Housing Trust Limited (202015534)
The complaint is about the landlord’s handling of the resident’s Right to Buy application.
Watford Community Housing Trust (201914487)
The complaint is about the landlord’s handling of repairs to the resident’s kitchen.
London & Quadrant Housing Trust (201911304)
The complaint is about the landlord’s decision to issue a notice to the resident to remove items that he had stored in the communal cupboard when he previously had been permitted to use this, and its enforcement of this policy across all of the communal areas.
London & Quadrant Housing Trust (201916023)
The complaint is about the landlord’s: Response to a leak at the resident’s property. Handling of remedial works following the leak. The Ombudsman has also investigated: the landlord’s complaint handling. the landlord’s record keeping.
London & Quadrant Housing Trust (202015446)
The complaints are about the landlord’s: Handling of repairs to the communal water supply pipe valves. Response to the resident’s reports of repair following an escape of water. Response to leaks within the resident’s block. The Ombudsman has also investigated the landlord’s complaint handling.
Peabody Trust 2018 (202002013)
The complaint concerns: the landlord's response to the resident's reports of antisocial behaviour. the landlord's handling of the resident's request to be re-housed. The landlord’s complaint handling.
Newlon Housing Trust (202000770)
The complaint is about: The landlord’s handling of the resident’s reports of noise disturbance from the property above. The landlord’s complaints handling.
London & Quadrant Housing Trust (L&Q) (202102186)
This complaint is about: The level of a service charge, following the time taken to set up a service charge account. The redress offered to the resident, following a complaint about the time taken to set up the service charge account.
London & Quadrant Housing Trust (202005639)
This complaint is about the landlord’s decision to withdraw its discretionary offer to the resident of a management transfer to another property.
Metropolitan Housing Trust Limited (202014430)
The resident’s complaint concerns: The landlord's response about the standard of cleaning and ground maintenance in the communal areas. The landlord’s complaint handling.
Newlon Housing Trust (202016860)
The resident complains about: The landlord’s handling of repair works to the property, standard of the service provided in relation to this, and level of compensation offered. The lack of reimbursement for the costs incurred. The Ombudsman has also considered the landlord’s complaint handling
Peabody Trust (202105141)
The resident has complained about the landlord’s handling of repairs to his balcony door.
Peabody Trust (202101975)
This complaint is about the landlord’s handling of:
London & Quadrant Housing Trust (202100650)
REPORT COMPLAINT 202100650 London & Quadrant Housing Trust 11 November 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. […]
London & Quadrant Housing Trust (202015115)
The complaint is about: The landlord’s handling of the resident’s reports of repairs to her front garden brick wall. The landlord’s handling of the associated complaint.
Metropolitan Housing Trust Limited (201912638)
The complaint is about the landlord’s handling of the resident’s reports of a roof leak, causing damage to his ceilings. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
London & Quadrant Housing Trust (202002452)
This complaint is about the landlord’s handling of the resident’s request for a reimbursement of inaccurate service charges she paid in 2016/17 and 2017/18.
London & Quadrant Housing Trust (202002423)
The complaint is about the landlord’s: Response to the resident’s concerns regarding service charges applied to her account. Complaint handling.
Metropolitan Housing Trust Limited (202015295)
The resident complains about how the landlord handled her reports of repairs needed to the wet room.
Trafford Housing Trust Limited (202015189)
The complaint is about the landlord’s handling of tree maintenance next to the resident’s property.
Newlon Housing Trust (201900081)
The complaint is about the landlord’s handling of the resident’s request for: A kitchen and bathroom refurbishment; and Repairs required to her bathroom. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Peabody Trust (202106695)
The complaint is about the landlord’s handling of the resident’s complaint concerning a heating inspection at his home.
Metropolitan Housing Trust Limited (202007353)
The complaint is about the landlord’s response to the resident’s: request to repair the door-shutting mechanism to a communal door. complaint about the above matter.
Metropolitan Housing Trust Limited (202104137)
The complaint concerns the landlord’s handling of the resident’s complaint about incomplete repair work to his balcony.
London & Quadrant Housing Trust (202015465)
The complaint concerns the landlord’s handling of the resident’s reports of fumes from the vehicle garage below her home.
Metropolitan Housing Trust Limited (202009401)
The complaint is about: The landlord’s administration of the resident’s rent and service charge account, including its response to her queries. The landlord’s complaint handling.
Metropolitan Housing Trust Limited (202011840)
The complaint is about the landlord’s response to the resident’s reports of: A leak at the property and subsequent repairs and associated damage. The landlord’s complaint handling.
Metropolitan Housing Trust Limited (202014736)
The resident complained about the landlord’s response to her complaint about her service charge for 2018/19 and in particular its failure to explain the basis for a particular item charged.
London & Quadrant Housing Trust (202007527)
The complaint is about: the landlord's response to the resident’s reports of cracks and subsidence at the property and the back door not closing properly. The landlord’s complaint handling.
London & Quadrant Housing Trust (202013618)
The complaint is about the landlord’s: Response to the resident’s concerns that it removed her bikes from the bike shed without her consent or notice. Complaint handling.
Cheshire Peaks & Plains Housing Trust (202101835)
The complaint refers to the landlord’s handling of: repairs to the resident’s roof, outhouse and front door. the associated complaint.
Metropolitan Housing Trust Limited (202009961)
The complaint is about the landlord’s handling of repairs at the property, specifically in respect of the heating and hot water systems and the landlord’s actions in respect of this.
Newlon Housing Trust (202001445)
This complaint is about the landlord’s handling of: the resident’s anti-social behaviour (ASB) reports; the related complaint.
South Tyneside Housing Ventures Trust Limited (202012516)
The complaint is about the standard of cleaning carried out at the property.
Peabody Trust (202009412)
The complaint is about the landlord’s response to the resident’s reports of noise nuisance from a neighbouring property.
Trafford Housing Trust Limited (202008540)
The resident complained about the landlord's response to his complaint that he had been left without heating and hot water for 18 months between 2016 - 2018.
London & Quadrant Housing Trust (202007908)
The resident has complained that the landlord has offered insufficient compensation after upholding their complaint about the condition of the property when let, and about the handling of the resulting repairs.
Metropolitan Housing Trust Limited (202002912)
This complaint is about the landlord’s handling of: the resident’s questions about service charges; the related complaint.
Metropolitan Housing Trust Limited (202100327)
The complaint is about: The landlord’s response to vandalism and misuse of the resident’s allocated parking bay. The landlord’s handling of repairs and replacement of the resident’s parking bollard. The landlord’s complaints handling.
Metropolitan Housing Trust Limited (202011850)
The complaint is about the landlord’s handling of: Repairs to the communal lift. The resident’s complaint about the issue.
Southway Housing Trust (Manchester) Limited (202015797)
The complaint is about the landlord’s response to the resident’s claim for compensation for damage to his belongings, which the resident said was caused by the growth of mould in the property.
Metropolitan Housing Trust Limited (202009429)
This complaint is about the landlord’s handling of: concerns raised by the resident about planned works to his block; the related complaint.
Cheshire Peaks & Plains Housing Trust (201910162)
The complaint is about:
Metropolitan Housing Trust Limited (202010666)
The complaint is about: the landlord’s handling of the resident’s request for a refund of her service charge in relation to the number of times the communal lift was not in operation; the landlord's associated handling of the complaint.
Peabody Trust (201910038)
The complaint is about the landlord’s handling of the resident’s reports of defective windows. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Metropolitan Housing Trust Limited (202009065)
The complaint is about the landlord’s handling of:-
London & Quadrant Housing Trust (201912066)
The resident has complained about: the landlord’s response to reports of a gas leak from a neighbouring property and its handling of remedial works relating to the leak; the landlord’s complaint handling and the level of compensation offered.
Metropolitan Housing Trust Limited (201817108)
The complaint is about the landlord’s complaint handling, specifically, its offer of compensation in recognition of its delay in attending the property following the report of a potential gas and carbon monoxide leak, and its communication.
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)