Onward Homes Limited (202308396)
The complaint is about the landlord’s: Increase of the resident’s service charge costs. Handling of the resident's request for a breakdown of service charges and a copy of its annual report. 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
Saxon Weald (202322046)
The complaint is about the landlord’s handling of the resident’s request to take carpet to her new property.
Basildon Borough Council (202332048)
The complaint is about the landlord’s handling of reports of leaks, damp, and mould.
Bromford Housing Group Limited (202316787)
The complaint is about the landlord's handling of the signing of the tenancy agreement. We have also considered the landlord’s complaint handling.
Notting Hill Genesis (NHG) (202322256)
The complaint is about the landlord’s: Response to the theft of the resident’s bicycle wheel from a communal storage unit. Handling of the complaint.
Paragon Asra Housing Limited (202302070)
The complaint is about the landlord’s refusal of the resident’s right to acquire application. The Ombudsman has also taken the decision to consider the landlord’s handling of the resident’s complaint.
Clarion Housing Association Limited (202312929)
The complaint is about the landlord’s handling of: The resident’s reports regarding repairs to her heating. The resident’s reports of cannabis use in the building. The associated complaint and level of redress.
Livin Housing Limited (202318325)
The complaint is about the landlord’s handling of the resident’s reports about internet connectivity.
Vivid Housing Limited (202322185)
The complaint is about the landlord’s handling of reports of antisocial behaviour (ASB).
LiveWest Homes Limited (202327497)
The complaint is about the landlord’s: Monitoring and management of a communal car park used by the resident. Complaint handling.
Flagship Housing Group Limited (202324646)
REPORT COMPLAINT 202324646 Flagship Housing Group Limited 12 March 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
Homes Plus Limited (202321278)
The complaint is about: The landlord’s handling of the resident’s concerns about the positioning of the carbon monoxide detector.
Connexus Homes Limited (202330013)
The complaint is about the landlord's: Response to the resident’s reports of damp and mould in the property. Complaint handling.
London & Quadrant Housing Trust (202305570)
The complaint is about: the level of service charges. the landlord’s management of the resident’s rent account.
Harlow District Council (202127364)
This complaint is about the landlord’s response to the resident’s report that its operative had damaged a manhole cover.
Aster Group Limited (202311926)
The complaint is about the landlord’s response to the resident’s requests for replacement garden fencing.
East Midlands Housing Group Limited (202316707)
The complaint is about the landlord’s response to the resident’s complaint that his neighbour had cut down trees in a communal garden.
Your Housing Group Limited (202302414)
The complaint is about the landlord’s handling of the resident’s enquiries about an increase in utility charges and the administration of the Energy Bill Relief Scheme (EBRS) and the Energy Bill Discount Scheme (EBDS).
East End Homes Limited (202320504)
The complaint is about: The landlord’s response to the resident’s concerns about staff conduct. The associated complaint handling.
Mosscare St. Vincent’s Housing Group Limited (202304859)
The complaint is about the landlord’s handling of the resident’s rent account and associated arrears.
Aster Group Limited (202403236)
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) from her neighbour. Request for a management transfer. Request for a breakdown of service charges and reimbursement of her rent and expenses.
Clarion Housing Association Limited (202225646)
The complaint is about the landlord's response to the resident's reports about low boiler and water pressure in the property.
Greatwell Homes Limited (202319639)
The complaint is about the landlord’s handling of the residents: Concerns regarding appointments. Reports of being harassed by the landlord.
Livv Housing Group (202319307)
The complaint is about the landlord’s handling of: The communal garden maintenance. The associated complaint.
London Borough of Hillingdon (202204344)
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The associated complaint.
Peabody Trust (202317887)
The resident’s complaint is about the landlord’s handling of gas leaks to her boiler.
Peabody Trust (202318876)
The complaint was about: The landlord’s response to the resident’s concerns about the quality of fire safety works, its contractors and her request that the landlord pay for the fire safety works. The consultation for and the costs of fire safety works.
Peabody Trust (202331774)
The resident’s complaint is about the conduct of a staff member while handling an antisocial behaviour (ASB) case.
Richmond Housing Partnership Limited (202314623)
The complaint is about the landlord’s response to: The resident’s reports of: Drainage issues. Cracks in her property walls. Staff misconduct The resident’s concerns about: The standard of replacement of communal flooring. Charges for remedial work to the communal flooring. The costs of the management of the block of flats.
Torus62 Limited (202322048)
The complaint is about the landlord’s handling of: The resident’s reports of repairs in her property. The resident’s reports of a data breach. Changes to the energy billing system and to the energy supplier.
London Borough of Waltham Forest (202418510)
The complaint is about: The landlord’s handling of the resident’s reports that the landlord did not return some of his phone calls and used withheld phone numbers when it did phone him. The landlord’s handling of the associated complaints.
London Borough of Waltham Forest (202419389)
The complaint is about: The landlord’s response to the resident’s report that he received a neighbour’s gas safety appointment letter in error. The landlord’s handling of the associated complaints.
Peabody Trust (202233849)
The complaint is about: The landlord’s decision to nominate a staff member as a point of contact and the resident’s concerns about how that member of staff managed communication. The landlord’s complaint handling.
Somerset Council (202219254)
The complaint is about the landlord’s handling of: repairs following a kitchen replacement. the associated complaint.
West Kent Housing Association (202317695)
The resident’s complaint is about the landlord’s handling of a leak.
Bromford Housing Group Limited (202311117)
The complaint is about the landlord’s handling of a roof replacement and its request that the resident paid a contribution towards this. The Ombudsman has also investigated the landlord’s complaint handling.
Citizen Housing (202315479)
The complaint is about the landlord’s handling of the resident’s: Reports of a leak. Request to reimburse the insurance excess fee.
Gloucester City Homes Limited (202316835)
The complaint is about the landlord’s actions in recovering rent arrears from the resident.
London & Quadrant Housing Trust (L&Q) (202318342)
The complaint is about the landlord’s handling of: The removal of the resident’s vehicle. The associated complaint.
Stoke-on-Trent City Council (202316585)
The complaint is about the landlord’s handling of the resident’s: Reports of noise from contractors outside his property and the impact of this on his human rights. Associated complaint.
Anchor Hanover Group (202223058)
The complaint is about the landlord’s handling of the resident’s: Reports of a leak at her property. Staff conduct concerns.
Citizen Housing Group Limited (202302810)
The complaint is about the landlord’s response to the resident’s request for a transfer.
Clarion Housing Association Limited (202223711)
The complaint is about the landlord’s handling of: The resident’s reports of noise disturbance. The resident’s request for repairs. Reports of ants at the property.
LiveWest Homes Limited (202214073)
The complaint is about the landlord’s handling of reports of inappropriate parking.
London Borough of Barnet (202305686)
The complaint is about the landlord’s installation of a new kitchen in the resident’s property.
London Borough of Islington (202301133)
The complaint is about the landlord’s: Handling of reports of inappropriate motorbike parking. Handling of reports of a leak on 3 July 2023.
Rochdale Boroughwide Housing Limited (202307054)
The complaint is about the landlord’s response to the resident’s complaint about his rent accounts and arrears.
Chelmer Housing Partnership Limited (202417572)
The complaint is about: The landlord's handling of the resident’s reports of anti-social behaviour (ASB). The landlord's handling of the resident’s concerns about the standard of communal cleaning. The landlord’s handling of the resident’s request to move.
Citizen Housing (202316101)
The complaint is about: The landlord’s handling of the resident’s concerns regarding a leak affecting the communal area and the associated repairs. The landlord’s response to the resident’s reports that the bin store was not secure and this was leading to fly tipping and security issues, including unauthorised entry. The …
Onward Homes Limited (202312839)
The complaint is about: The landlord’s handling of the resident’s request for a management move or a decant following his reports of a leaking soil pipe in the property. The landlord’s response to a letter from the resident’s specialist nurse regarding the condition of the property. The landlord’s handling of …
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)