Onward Homes Limited (202016955)
The complaint is about the landlord’s response to the resident’s report of the behaviour of its staff during an inspection of his property.
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 (202102862)
The complaint is about the landlord’s handling of the resident’s complaint about his housing transfer application.
Clarion Housing Association Limited (201904933)
The complaint concerns how the landlord handled repairs to fix water leaks in the property.
Network Homes Limited (202016051)
The complaint is about the landlord’s handling of the resident’s reports of mice in her walls.
Gravesham Borough Council (202014010)
The complaint is about the landlord’s response to the resident’s reports of: Mould and damp at the property. The landlord’s complaint handling. A request for rehousing.
Home Group Limited (202006423)
The complaint is about the landlord’s response to the resident’s reports about:
Basildon Borough Council (202014143)
The complaint refers to: The landlord’s handling of the resident’s reports of a collapsed ceiling at her property. The landlord’s response to the resident’s request for compensation for items damaged by the ceiling collapse and loss of earnings to attend repair appointments.
Midland Heart Limited (202010414)
The complaint is about the landlord’s response to the resident’s concerns regarding her property transfer.
Sanctuary Housing Association (202103455)
REPORT COMPLAINT 202103455 Sanctuary Housing Association 1 August 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. This […]
Runnymede Borough Council (202009034)
The complaint is about the landlord’s response to the applicant’s request to be added to his parent’s tenancy agreement. The complaint is about the applicant’s housing applications to the local authority’s housing register.
Sovereign Housing Association Limited (202014317)
The complaint is about the landlord’s response to the resident’s request that it install a gate to the resident’s shared garden.
Lincoln City Council (201906536)
The complaint concerns how the landlord handled reports of: noise and vibration from the water pipes in the resident’s property. noise and vibration from the water pipes in the property historically.
Thirteen Housing Group Limited (202002401)
The complaint concerns how the landlord handled: Repairs to the property following a fire. The resident’s claim for reimbursement for her personal items damaged by the fire. The resident’s claim for compensation for the cost of replacing a carpet which was removed from the property after the fire.
WATMOS Community Homes (202013725)
The complaint is about: The landlord’s handling of reports of antisocial behaviour (ASB) made against the resident. The landlord’s response to the resident’s reports of ASB. The resident’s reports of inappropriate staff conduct.
Aster Group Limited (202010322)
This complaint is about the landlord’s response to the resident’s report of a chimney fire at their property on 7 January 2020. This complaint is also about the landlord’s response to the resident’s concerns about the safety of the solid fuel heating system in their property prior to the chimney …
Catalyst Housing Limited (202002176)
The resident has complained about: the landlord’s response to his reports of noise-related anti-social behaviour (‘ASB’) from his neighbour; the landlord’s handling of his associated complaint.
Citizen Housing (201900746)
The complaint is about the landlord’s handling of the resident’s request for adaptations to her property. The complaint is about the landlord’s handling of the resident’s reports of cold spots and drafts in the property.
Islington Council (202017241)
The complaint is about the landlord’s response to the resident’s suggestions in relation to the antisocial behaviour (ASB) he experienced from a neighbour.
London Borough of Hackney (202012302)
The complaint is about: The landlord’s handling of repairs to the property, involving plumbing leaks, damp, and asbestos. The landlord’s decision to suspend the replacement of kitchen and bathroom works in the property.
Thurrock Council (202100915)
The complaint is about the landlord’s response to the resident’s reports of noise nuisance and Anti-Social Behaviour (ASB).
Watford Community Housing Trust (202010443)
The complaint is about the landlord’s response to reports of a boiler leak.
Waverley Borough Council (202013619)
The complaint is about the landlord’s response to the resident’s: reports of a leak and subsequent repair and redecoration works. request for compensation for damage to her property and personal belongings.
Cambridge City Council (202001801)
The complaint is about the landlord’s handling of the resident’s reports of his neighbour’s barking dog.
ForHousing Limited (202101687)
The complaint concerns the landlord’s response to the resident’s reports of unusual noises from her pipes and boiler.
Peabody Trust (202015287)
The resident has complained about: The landlord’s response to their reports of antisocial behaviour, including noise nuisance and bad odours. The standard of service in the handling of their complaints.
Nottingham City Homes (202016013)
REPORT COMPLAINT 202016013 Nottingham City Homes 26 July 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. This is […]
Bromsgrove District Housing Trust Limited (202013026)
The resident complained about the landlord's response to: his report of flooding at the property. his concern that the flooding was the result of the property’s flawed development / construction. his request for compensation.
Ongo Homes Limited (202015902)
The complaint refers to: The landlord’s handling of the resident’s reports of a rodent infestation in her property. The resident’s concerns regarding the pest control company arranged by the landlord and the camera placed in her loft.
Platform Housing Group Limited (202012058)
REPORT COMPLAINT 202012058 Platform Housing Group Limited 23 July 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 […]
Thirteen Housing Group Limited (202010684)
The complaint is about the landlord’s handling of the resident’s concerns about its management of the stair lifts servicing the building.
Bromford Housing Association Limited (202006884)
The complaint is regarding the landlord’s handling of the lettings process for the complainant’s former tenancy.
Welwyn Hatfield Borough Council (202013840)
The complaint is about the landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB), namely, the use of cannabis by her neighbours.
Midland Heart Limited (202101516)
The complaint concerns the landlord’s decision to decline the resident’s request to purchase her property under the right to buy scheme.
London & Quadrant Housing Trust (202009045)
The complaint refers to: The landlord’s handling of repairs following a leak from the roof of the resident’s building. The landlord’s response to the resident’s request for compensation for distress and inconvenience and costs incurred as a result of the leak. The resident’s request for his rent to be reimbursed …
Sovereign Housing Association Limited (202016624)
The complaint concerns the landlord’s decision to decline the resident’s applications to purchase the property under the Preserved Right to Buy (PRTB) and Right to Acquire (RTA) schemes.
Paragon Asra Housing Limited (202100556)
The complaint is about the landlord’s response to the resident’s concerns about the conduct of its staff and the issuing of a tenancy caution.
Orbit Housing Association Limited (202102294)
The complaint is about the landlord’s handling of the resident’s reports of no heating or hot water.
Birmingham City Council (202012337)
REPORT COMPLAINT 202012337 Birmingham City Council 15 July 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. This […]
Clarion Housing Association Limited (202004901)
REPORT COMPLAINT 202004901 Clarion Housing Association Limited 14 July 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. […]
Clarion Housing Association Limited (202010331)
The complaint concerns how the landlord responded to the resident’s reports of antisocial behaviour (ASB).
Kingston upon Thames Council (202010080)
The complaint is about the landlord’s: Original decision to restrict the resident’s access to a single point of contact. Decision in December 2020 to retain the single point of contact. Handling of a communal repair.
Cornwall Council (201900404)
The complaint is about: the level of compensation offered to the resident further to his reports of water ingress, damp and mould. the landlord’s response to the resident’s complaint about the “One-Stop-Shop.”
Harrow Council (202013212)
The complaint is about the landlord’s decision not to compensate the resident for damage to the flooring and walls, caused by a leak at the property. The complaint is also about the landlord’s communication and complaint handling.
London Borough of Redbridge (202014608)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
Anchor Hanover Group (202015843)
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of reports of ASB made about the resident.
Southwark Council (202017218)
The complaint concerns the landlord’s response to the resident’s reports of noise emanating from the water tanks in their building.
A2Dominion Housing Group Limited (202005971)
The complaint is about the landlord’s response to the residents reports of: Anti-social behaviour (ASB) and drug use at the property. The landlord’s complaint handling.
Birmingham City Council (202008000)
The complaint is about the landlord’s response to the residents reports of: Mould and damp within the property and the installation of extraction fans. Damage to the resident’s belongings from mould and damp. Its complaints handling. The effects of the mould on the resident’s physical and mental health.
Hastoe Housing Association Limited (202011428)
The complaint is about: The landlord’s response to the resident’s reports of ASB. The landlord’s response to the resident’s requests for a copy of her tenancy agreement. The landlord’s handling of the resident’s complaint.
Hyde Housing Association Limited (202000411)
This complaint is about: The landlord’s response to the resident’s reports of water ingress in her lounge in 2018. The landlord’s refusal to consider the resident’s complaint of 4 April 2020 about the level of compensation it had offered in response to her complaint about the water ingress in her …
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)