The Extracare Charitable Trust (202205621)
The complaint is about the landlord's: Response to the resident’s concerns about the emergency lighting in her property. Response to the resident’s request for compensation.
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
Midland Heart Limited (202128494)
The complaint is about: The landlord’s handling of the resident’s reports of a pest infestation. The landlord’s response to the resident’s related request for compensation.
Tower Hamlets Homes (202107083)
The resident’s complaint is about the landlord's management of gas safety issues arising from the boiler at the property.
Notting Hill Genesis (202104974)
The complaint concerns the landlord’s: response to the resident’s complaint about the level of and an increase to their service charges. handling of queries regarding the rent account. request for a breakdown of the service charge. complaint handling.
Sanctuary Affordable Housing Limited (202207477)
The complaint concerns: The landlord’s decision to decline the resident’s request to install a shower. The associated formal complaint into the matter.
London Borough of Redbridge (202106556)
The complaint is about the landlord’s handling of the resident’s reports of: Noise nuisance. The conduct of its staff.
Tamworth Borough Council (202207084)
The complaint is about the landlord’s response to the resident’s request for its debris removal recharge to her after she left her former property to be withdrawn.
Paradigm Housing Group Limited (202013561)
The complaint is about the landlord’s handling of: The resident’s anti-social behaviour reports. Anti-social reports made about the resident.
Southern Housing Group Limited (202203771)
The complaint is about the landlord’s handling of the resident’s reports of noise disturbance from the flat above.
Peabody Trust (202115463)
This complaint is about the landlord’s handling of the resident’s concerns regarding the: Maintenance and tests of the equipment to prevent legionella disease. Communication about the fire alarm system. The service charge for the works to the fire alarm system. The related complaint.
Ipswich Borough Council (202118420)
The resident complains about the condition of the property upon assignment by mutual exchange. This resident has also complaint about the landlord’s subsequent handling of repairs.
The Guinness Partnership Limited (202200407)
The complaint is about the landlord’s response to the resident’s reports about her blocked kitchen sink.
Clarion Housing Association Limited (202015276)
The resident’s complaint is about the landlord's handling of external redecoration works to the property. The landlord’s complaint handling has also been considered.
Aster Group Limited (202205670)
The complaint is about the landlord’s response to: The resident’s concerns about signs in communal areas. the associated complaint.
Kingston upon Hull City Council (202108897)
The complaint is about the landlord’s handling of the resident’s request that it test the bathroom walls for asbestos.
Jigsaw Homes Tameside (202108371)
The complaint is about the landlord’s response to asbestos being identified at the resident’s property.
Cotman Housing Association Limited (202016991)
The complaint is about the landlord’s handling of the resident’s application to be rehoused.
One Manchester Limited (202205834)
The complaint concerns how the landlord handled the resident’s reports of damp and mould at the property.
Clarion Housing Association Limited (202102182)
The complaint is about the resident’s concerns that that the landlord has withheld consent for adaptations works to be carried out.
Clarion Housing Association Limited (202108787)
The complaint is about the landlord’s handling of the resident’s request for succession to the tenancy at the property.
Longhurst Group Limited (202208049)
The complaint concerns how the landlord handled the replacement of a communal fence outside the resident’s property.
Sedgemoor District Council (202206650)
The complaint is about the landlord’s handling of the resident’s reports of bed bugs at the property.
Nottingham City Homes Registered Provider Limited (202123935)
The complaint is about the landlord’s handling of the resident’s concerns about the energy efficiency of the property and her request for insulation.
Waltham Forest Council (202201036)
The complaint is about: The landlord’s response to the resident’s report of not having an allocated parking space. The landlord’s handling of the associated complaint.
Newham Council (202123428)
The complaint is about the landlord’s response to the resident’s reports about: overcrowding; damp and mould; the replacement of her kitchen; pest infestations. The complaint is also about the landlord’s complaints handling.
Notting Hill Genesis (202006766)
The resident’s complaint is about: The landlord’s response to the resident’s reports of: The resident’s intercom being intentionally switched off by staff. Concierge staff leaving bins in communal areas and blocking access. Emails from concierge staff to residents that the resident found threatening. An incident of a loss of electric …
Town and Country Housing (202204916)
The complaint is about: The suitability of the support offered to the resident during the repair works to the lift. The landlord’s handling of the gas safety check.
Brentwood Borough Council (202013898)
The complaint is about the landlord’s response to the resident’s request for: Adaptations to the property. Removal of garden debris.
Broadland Housing Association Limited (202200995)
The complaint is about the landlord’s response to the resident’s: reports of issues with her boiler and a mouse infestation; concerns about its staff member’s conduct, in particular the advice provided on the condition of her property.
YMCA St Paul’s Group (202125060)
The complaint is about the landlord’s: disposal of the resident's possessions and the subsequent level of compensation offered; complaints handling.
Hyde Housing Association Limited (202106822)
The resident’s complaint is about the landlord’s handling of her reports of Anti Social Behaviour (“ASB”) by a neighbour. The landlord’s complaint handling has also been considered.
London Borough of Hackney (202114496)
The complaint is about the landlord’s handling of the resident’s request to succeed the tenancy of the property.
Peabody Trust (201910758)
The complaint is about the landlord’s response to the resident about the heating system and the removal of a solar panel connected to this. The Ombudsman has also considered the landlord’s complaints handling.
Peabody Trust (202114643)
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour and noise nuisance from a neighbour. Repair to a leak in the resident’s property. This service has also considered the landlord’s complaint handling.
The Guinness Partnership Limited (202124118)
The complaint is about the landlord’s response to the resident’s reports of pests in the property.
Haringey London Borough Council (202116739)
The complaint is about the landlord’s response to the resident’s reports about: The major works at her property. Her decant from the property whilst works progressed.
Rochdale Boroughwide Housing Limited (202205649)
The complaint is about the landlord’s response to the resident’s reports about: a missed repairs appointment; the conduct of a staff member and the damage caused to the resident’s personal belongings.
LiveWest Homes Limited (202106206)
The complaint is about: The landlord’s handling of repairs needed at the property. The landlord’s handling of the resident’s request for a transfer to a suitable property. The landlord’s handling of the associated complaint.
South Derbyshire District Council (202012512)
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) by a neighbour. The landlord’s decision to issue the resident with a tenancy warning.
The Guinness Partnership Limited (202113202)
The complaint is about the landlord’s handling of the resident’s property move.
Victory Housing Trust (202205475)
The complaint is about the landlord’s handling of the allocation process for the property, particularly staff conduct, room dimensions, and its advice on refusal of an offer of a property.
Believe Housing Limited (202124486)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour by his neighbour.
Nottingham City Homes Registered Provider Limited (202200629)
The complaint is about the landlord’s response to the resident’s reports of lift breakdowns.
Midland Heart Limited (202127586)
The complaint is about the landlord’s response to the resident’s: reports regarding window repairs; request for compensation for increased heating costs.
Incommunities Limited (202104446)
The landlord’s response to the resident’s: Reports of the condition of the property on letting. Reports of repairs to the resident’s property, including missed appointments. Request for communication through her advocate. Reports about staff conduct. Reports of discrimination. Reports of anti-social behaviour (ASB). The resident’s subject access request (SAR).
Crawley Borough Council (202201938)
The complaint is about: The landlord’s response to the resident’s concerns that a sensitive let was not enforced. The landlord’s response to the resident’s reports of noise nuisance.
London & Quadrant Housing Trust (202200817)
The complaint is about the landlord’s handling of the resident’s water bill rebate.
The Riverside Group Limited (202204973)
The complaint is about the landlord’s handling of the resident’s compensation request for replacement flooring, following water ingress through her front door.
London & Quadrant Housing Trust (202200575)
The complaint is about: The landlord’s decision not to waive the resident’s rent arrears. The landlord’s handling of the resident’s rehousing request. The landlord’s handling of the associated complaint.
London & Quadrant Housing Trust (202206325)
REPORT COMPLAINT 202206325 London & Quadrant Housing Trust 10 October 2022 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. […]
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)