Royal Borough of Kensington and Chelsea (202015321)
The complaint refers to the landlord’s handling of: The resident’s concerns about the communal lifts within his building breaking down. The associated complaint.
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
London Borough of Hillingdon (202109303)
The complaint is about the landlord’s response to the resident’s reporting of: Several repairs issues. A rodent infestation.
Sandwell Metropolitan Borough Council (202107784)
REPORT COMPLAINT 202107784 Sandwell Metropolitan Borough Council 8 December 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 […]
Royal Borough of Kensington and Chelsea (202006364)
The complaint is about: The landlord’s response to the resident’s reports of mismatched lighting in the communal areas. The landlord’s handling of the associated complaint.
Welwyn Hatfield Borough Council (202106370)
REPORT COMPLAINT 202106370 Welwyn Hatfield Borough Council 30 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. This […]
Brentwood Borough Council (202106344)
The complaint concerns: How the landlord handled the resident’s reports of antisocial behaviour (ASB). The information given to the resident relating to rent arears in relation to her request for rehousing. The landlord’s allocation of the resident’s banding for rehousing.
Wigan Metropolitan Borough Council (202103100)
The complaint is about the landlord’s handling of the resident’s concerns about the heating system in the property.
Rochdale Boroughwide Housing Limited (202108668)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
Rochdale Boroughwide Housing Limited (202100919)
The complaint is about the landlord’s handling of repairs following leaks in the resident’s home.
Crawley Borough Council (202016326)
The complaint is about the landlord’s response to the resident’s request for compensation for damage to her laptop computer following electrical work in the property.
Nuneaton and Bedworth Borough Council (202103294)
The complaint concerns the landlord’s decision not to renew the resident’s kitchen.
Rochdale Boroughwide Housing Limited (202108118)
The complaint is about: The landlord’s handling of the resident’s application for a mutual exchange. The landlord’s decision to not allocate the proposed property to the resident following the collapse of the mutual exchange.
Sandwell Metropolitan Borough Council (202004582)
This complaint is about an email the landlord sent to the resident on 12 May 2020 regarding allegations about her causing noise nuisance. This complaint is also about the landlord’s complaint handling.
Fareham Borough Council (202016061)
This complaint is about the landlord’s handling of the resident’s reports of overgrown hedges from a neighbouring property.
Slough Borough Council (202006996)
The complaint is about: The level of compensation offered by the landlord in relation to its handling of roof repairs and water leaking into the resident’s property. The landlord’s investigation into the conduct of a member of its staff. The landlord’s associated complaint handling.
Rotherham Metropolitan Borough Council (202008393)
The complaint is about the landlord’s handling of: Structural issues within the property. Drainage issues on the property. Repairs to the resident’s boiler. Repairs to the resident’s kitchen. Repairs to the resident’s door and the landlord’s decision not to raise a complaint about the issue. Rent arrears on the resident’s …
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.
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.
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.
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.
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.
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.
London Borough of Redbridge (202014608)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
Rochdale Boroughwide Housing Limited (201915903)
The complaint is about the landlord’s: Application of the single person discount in respect to the resident’s water bill. Handling of repairs to the resident’s windows. Handling of the resident’s reports of damp and mould in his property.
Welwyn Hatfield Borough Council (202011128)
The complaint is about: the landlord’s response to resident’s complaint about its handling of repairs to resolve damp and mould. events after the final complaint response of 16 October 2020.
Waverley Borough Council (202009012)
The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from her neighbour. The resident’s concerns about the landlord’s handling of her Freedom of Information request.
Woking Borough Council (202007874)
The complaint is about the landlord’s: Response to the resident’s request to adapt the property by adding a second rear door to the bedroom. Complaints handling.
Sandwell Metropolitan Borough Council (202006511)
The complaint is about: The landlord’s management of the allocation of the property to the resident and its suitability. The resident’s allegation that the landlord disclosed personal information to his sister. The landlord’s handling of the connection and testing of the resident’s gas supply. The landlord’s advice given to the …
Gateshead Metropolitan Borough Council (201910919)
The complaint concerns the landlord’s handling of the resident’s reports of noise disturbances from his neighbour’s property.
Slough Borough Council (202002564)
This complaint is about the landlord response to: The resident’s request for compensation for damage to his carpet following a leak from a radiator in his hallway. The resident’s complaint that he was unable to return to his property for a period of three days after his decant ended and …
Welwyn Hatfield Borough Council (202007664)
The complaint is about: The landlord’s handling of the resident's application for succession of tenancy and the quality of customer service provided by the landlord. The landlord’s handling of a gas safety check. The landlord’s handling of the resident's complaint.
Rotherham Metropolitan Borough Council (201913135)
The complaint is about: The landlord’s decision not to carry out requested adaptations to the chimney. The landlord’s response to the reports about the servicing of the boiler. The landlord’s response to the reports of repair issues at the property. The landlord’s response to the reports about the neighbour’s behaviour. …
Broxtowe Borough Council (202008071)
This complaint is about:
Islington Council (202000921)
REPORT COMPLAINT 202000921 London Borough of Islington 29 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
London Borough of Sutton (201908725)
This complaint is about: The landlord’s response to the resident’s concerns about the property above being used as temporary accommodation. The landlord’s response the resident’s reports of noise nuisance from her upstairs neighbour.
London Borough of Hillingdon (202000105)
The complaint is about the landlord’s response to the resident’s reports regarding: multiple instances of water ingress at his property between August and December 2019; and the identity of the person occupying the residence above him.
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)