West Kent Housing Association (202419826)
The complaint is about the landlord’s handling of the resident’s queries about the service charge.
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
Clarion Housing Association Limited (202419523)
The complaint is about the landlord’s: Handling of a decant. Response to the resident’s reports of staff attending without notice.
Clarion Housing Association Limited (202340920)
The complaint is about the landlord’s handling of the resident’s: Service charge account. Concerns about the standard of communal cleaning. Associated complaint.
Gateway Housing Association Limited (202400771)
The complaint is about the landlord’s handling of: The resident’s request for a meeting to discuss cyclical works . Issuing service charge statements for years ending December 2021 and December 2022. The defects list for 2022 cyclical works supplied by the resident. The resident’s concerns about the replacement of the …
North London Muslim Housing Association Limited (202219364)
This investigation considers the landlord’s response to the reports of leaks, damp and mould, in the resident’s home.
Clarion Housing Association Limited (202233701)
REPORT COMPLAINT 202233701 Clarion Housing Association Limited 7 August 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 […]
Sandbourne Housing Association (202416101)
The complaint is about the landlord’s: Handling of the resident’s transfer application. Handling of a Notice of Seeking Possession (NOSP).
Trident Housing Association Limited (202347952)
The complaint is about the landlord’s handling of the resident’s:
Ability Housing Association (202322628)
The resident’s complaint is about: The landlord’s handling of reports of anti-social behaviour. The landlord’s handling of reports of damp and mould. The landlord’s response to the resident’s request to move properties.
Together Housing Association Limited (202218487)
The complaint is about the landlord’s response to: The resident’s concerns about the condition of the windows. The resident’s reports of an overgrown tree in the garden of a neighbouring property. The resident’s concerns about communications with staff members. The resident’s request to be rehoused. We have also decided to …
Clarion Housing Association Limited (202437909)
The complaint is about the landlord’s: Handling of reports of a bed bug infestation. Complaint handling.
Great Places Housing Association (202323017)
The complaint is about the landlord’s handling of the resident’s concerns a neighbour had installed a smart doorbell.
Poplar Housing And Regeneration Community Association Limited (202324558)
The resident’s complaint is about the landlord's handling of and response to: her reports of faulty external communal area lighting, including the level of communication. her request for CCTV footage.
Poplar Housing And Regeneration Community Association Limited (202435323)
The complaint is about the landlord’s handling of the resident’s concerns about: The safeguarding team. Rent arrears.
Salvation Army Housing Association (SAHA) (202427460)
The complaint is about the landlord's response to the resident's reports of antisocial behaviour (‘ASB’), and his request to be reimbursed for the impact of ASB on him, including the costs of staying away from the property.
Clarion Housing Association Limited (202331868)
The complaint is about the landlord’s handling of: reports of a pest infestation. reports of damp and mould. the complaint. At the time of the resident’s complaint the landlord was operating an interim complaints policy following a cyber-attack. Under this, it aimed to provide stage 1 complaint responses within 20 …
Clarion Housing Association Limited (202404306)
The complaint is about the landlord’s decision not to replace all the subfloor tiling in the property.
Estuary Housing Association Limited (202322553)
The complaint is about the landlord’s handling of: A defect and replacement of the resident’s bath and bathroom tiles. The complaint. The landlord’s policy says it will acknowledge a complaint at stage 1 and 2 of its process within 5 working day. The resident raised her complaint on 28 June …
Hightown Housing Association Limited (202320493)
The complaint is about the landlord’s handling of the resident’s request that it install a battery to the solar panels at his property.
Together Housing Association Limited (202327211)
The complaint is about the resident’s concerns about the landlord’s handling of his rent account.
Clarion Housing Association Limited (202326450)
The complaint is about the landlord’s handling of the resident’s: Concern that a recording device was installed in his bathroom without his notice. Associated formal complaint and the level of compensation offered.
Hyde Housing Association Limited (202337994)
The landlord’s response to the resident’s report of a fire alarm setting off.
Sanctuary Housing Association (202346635)
The complaint is about the landlord’s handling of the resident’s reports of a radiator not heating properly.
Clarion Housing Association Limited (202318587)
The complaint is about the landlord's handling of the termination of the tenancy, which resulted in rent arrears under the former tenancy. The Ombudsman has also considered the landlord’s complaint handling.
Clarion Housing Association Limited (202413355)
The complaint is about the landlord's handling of: Damp and mould. The resident’s request for further loft insulation. Damaged tiles and skirting board in the toilet. Blown windows. A trip hazard between the lounge and the kitchen. The resident’s request for the landlord to jet wash the external front of …
Great Places Housing Association (202329756)
The complaint is about: The managing agent’s handling of the resident’s initial enquiry about subletting the property. The resident’s report that the council discouraged him from applying for the right to buy the property. The managing agent’s handling of the resident’s request to be compensated for his reports of financial …
Poplar Housing And Regeneration Community Association Limited (202316792)
The complaint is about the landlord’s handling of the resident’s concerns about the garden fence.
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.
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.
West Kent Housing Association (202317695)
The resident’s complaint is about the landlord’s handling of a leak.
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.
Odu-Dua Housing Association Limited (202317449)
The complaint is about the landlord’s handling of the resident’s transfer application.
Community Gateway Association Limited (202202470)
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
Barnsbury Housing Association (202308415)
The complaint is about:
Clarion Housing Association Limited (202419433)
The complaint is about the landlord’s handling of the resident’s requests for: An inspection of the property. A management transfer.
Hyde Housing Association Limited (202402976)
The complaint is about how the landlord handled the resident’s : Mutual exchange. Reports of damp, mould and outstanding repairs. Complaint.
Retirement Lease Housing Association (RLHA) (202307482)
The complaint is about the landlord’s response to the resident’s request to sublet the property.
Clarion Housing Association Limited (202343292)
The complaint is about the landlord’s: Response to the resident’s request for a reasonable adjustment. Response to the resident's reports of door repairs at the property. Handling of the residents reports of a faulty smoke alarm at the property. Response to the resident's reports of noise caused by contractors and …
Clarion Housing Association Limited (202118676)
The complaint is about the landlord’s handling of the resident’s concerns regarding: Gas safety checks at the property. Payment of court fees in relation to an injunction for gas safety checks. The landlord’s mergers from 2016. The amount of rent charged. Queries relating to her tenancy agreement. Repair requests. Her …
Sanctuary Housing Association (202319144)
The complaint is about the landlord’s handling of: The resident’s reports of the neighbours feeding the birds. Measures to prevent birds sitting on the resident’s roof, causing excrement and damage. Delays in providing a copy of an Environmental Health report.
Clarion Housing Association Limited (202326870)
The complaint is about the landlord’s handling of the resident’s concerns about staff conduct during a telephone call.
Wandle Housing Association Limited (202311610)
The complaint is about the landlord's handling of: Repairs to the door entry system during and after a power cut. Concerns about fire safety and whether the landlord provided a service in return for the fire safety service charge.
Leeds Jewish Housing Association Limited (202337294)
The complaint is about the landlord’s handling of the resident’s: Pursuance of monies due to him under a court order. Concerns about a standing order on the rent account.
Sanctuary Housing Association (202309564)
The complaint is about:
Community Gateway Association Limited (202335999)
The complaint is about: The landlord’s handling of the resident’s request to move to a new property. The landlord handling of reports about staff conduct.
Great Places Housing Association (202211622)
The complaint is about the landlord’s handling of the resident’s reports of: An unsatisfactory kitchen. Poor drainage in the garden. The lack of a tap in the garden.
Hyde Housing Association Limited (202315094)
The complaint is about the landlord’s handling of the resident’s concerns about the condition of the rear garden.
Arhag Housing Association Limited (202324893)
The complaint is about: The landlord’s handling of reports of toxic fumes in the property. The landlord’s handling of the resident’s request for a property transfer.
West Kent Housing Association (202307799)
The complaint is about the landlord’s handling of the resident’s: Request to be contacted by phone. Anti-social behaviour (ASB) case. Request to install a partition wall. Associated complaint.
Shepherds Bush Housing Association Limited (202212275)
The complaint is about the landlord’s handling of repairs. The Ombudsman has also investigated the landlord’s 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)