London Borough of Croydon (202232244)
The complaint is about the landlord’s handling of the repair to: the external air vent/extractor fan; address the draughty window. The Ombudsman has considered the landlord’s 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
Gosport Borough Council (202338597)
The complaint is about the landlord’s response to the resident’s request for disabled adaptations. The Ombudsman has also considered the landlord’s complaint handling.
Ashford Borough Council (202335294)
The complaint is about the landlord’s handling of: A roof leak and ceiling repairs including the removal of asbestos at the resident’s property. Concerns about difficulty contacting the landlord’s staff members and unacceptable comments from a staff member. Concerns about the landlord’s contractor’s conduct and standard of work. The associated …
London Borough of Croydon (202323686)
The complaint is about the landlord’s handling of: The resident’s rehousing application. An incident that occurred at its offices. The resident’s reports of damp, mould, and the associated repairs. The resident’s reports of antisocial behaviour (ASB). The resident’s concern about domestic abuse. The Ombudsman has also considered the landlord’s complaint …
Bury Metropolitan Borough Council (202320955)
The complaint is about the landlord’s response to the resident about: Antisocial behaviour (‘ASB’) reports. Complaint handling.
London Borough of Brent (202325045)
The complaint is about: the landlord’s handling of the resident’s reports of repairs from the start of the tenancy. the landlord’s handling of the resident’s reports of damp and mould. the landlord’s handling of the resident’s complaint.
London Borough of Newham (202215506)
The resident’s complaint is about the landlord’s: Response to reports of anti-social behaviour (ASB) from his neighbours; Handling of the associated complaint.
London Borough of Newham (202222349)
The complaint is about the landlord’s handing of: The resident’s requests for documents. The associated complaint.
London Borough of Croydon (202325855)
The complaint is about the landlord’s: breach of a disrepair settlement agreement. handling of temporary accommodation for the resident. The Ombudsman has also taken the decision to investigate the landlord’s handling of the resident’s complaint.
London Borough of Waltham Forest (202321929)
The complaint is about: The landlord’s management of the resident’s ASB reports. The landlord’s handling of a report that one of its employees assaulted the resident. The landlord’s management of the resident’s complaint.
London Borough of Hammersmith and Fulham (202303975)
The complaint is about: The landlord’s handling of a leak and associated damp and mould report. The landlord’s handling of the resident’s complaint.
London Borough of Hounslow (202233314)
The complaint is about the landlord’s response to the resident’s: Reports of noise from a communal gate. Reports of disturbance caused by a balcony blind in a neighbouring property. Reports of antisocial behaviour (ASB). Concerns about staffing and support. This report also looks at the landlord’s: Complaint handling. Knowledge and …
Royal Borough of Kensington and Chelsea (202342331)
REPORT COMPLAINT 202342331 Royal Borough of Kensington and Chelsea 22 August 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
London Borough of Hackney (202320158)
The complaint is about the landlord’s handling of: repairs to the roof and guttering, and subsequent damp and mould in the property. the associated complaint.
Chesterfield Borough Council (202219761)
The complaint is about the landlord’s handling of the resident’s: Concern about the condition of the property when it was let to him in 2014. Reports of repairs, including his concerns about subsidence and contamination in the garden. Concern it committed disability discrimination against him. Concern that the electric meter …
Sandwell Metropolitan Borough Council (202305599)
The complaint is about the landlord’s handling of the resident’s: Request that it fund external mediation. Associated formal complaint.
Gateshead Metropolitan Borough Council (202320582)
The complaint is about: The landlord’s handling of the resident’s housing application. The landlord’s handling of a kitchen renewal and rewire. The time taken to repair a front door. The landlord’s handling of the associated complaint.
London Borough of Hackney (202229487)
The complaint is about the landlord’s response to: The resident’s reports of antisocial behaviour (ASB), specifically noise nuisance, threats and intimidation from a neighbour. The resident’s reports of repairs to the communal area. The associated complaint.
London Borough of Hounslow (202312656)
The complaint is about: The delay in processing the resident’s housing application. The landlord’s response to the resident’s reports of a mite infestation in her property. The Ombudsman has also considered the landlords complaint handling.
Rochdale Boroughwide Housing Limited (202229750)
The complaint is about the landlord’s handling of reports of draughts through the floor. This Service has also investigated the landlord’s complaint handling.
Royal Borough Of Greenwich (202222456)
This complaint is about the landlord’s response to the resident’s concerns and complaint about its handling of: Her antisocial behaviour (ASB) reports. ASB counter-allegations about her. Her complaint.
London Borough of Hackney (202301532)
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Housing application and requests to move. Associated complaints.
Haringey London Borough Council (202218734)
The complaint is about the landlord’s handling of the resident’s reports of: Damp in the communal area and her kitchen. Noise transference. The Ombudsman has also considered the landlord’s: Complaint handling. Knowledge and information management.
London Borough of Ealing (202217674)
The complaint is about the landlords handling of the resident’s reports of: noise coming from the soil stack. repairs required to his balcony windows and doors. other defects within his property. The Ombudsman has also considered the landlord’s complaint handling.
London Borough of Sutton (202321548)
The complaint is about the landlord’s: response to the resident’s reports about repair issues at her property, including; gas; electrical wiring; asbestos; complaints handling.
Dudley Metropolitan Borough Council (202307607)
The complaint is about the landlord’s: Response to the resident’s reports of dog fouling in communal areas of the property. Handling of the resident’s subject access request (SAR). Response to the resident’s reports about the condition of the kitchen walls when she moved in to the property. Handling of a …
Luton Borough Council (202337343)
The complaint is about the landlord’s handling of the resident’s: request to be rehoused. reports of damp and mould. We have also considered the landlord’s: record keeping. complaint handling.
Royal Borough Of Greenwich (202317482)
The complaint is about the landlord’s handling of the resident’s: Reports of Antisocial Behaviour (ASB). Request to be rehoused.
Royal Borough Of Greenwich (202304441)
The complaint is about the landlord’s handling of: The resident’s request to transfer to a more suitable property on medical grounds. Reports of antisocial behaviour. Reports of a leak in the roof affecting the communal stairs. The resident’s health and safety concerns and request for a fire risk assessment. The …
Dacorum Borough Council (202212553)
The complaint is about the landlord’s: Response to a leak and subsequent collapsed ceilings at the property. Complaint handling.
London Borough of Hackney (202301222)
The complaint is about the landlord’s response to: the resident’s reports of a leak and associated repairs in her bedroom. the resident’s reports of damage caused to her belongings from the leak. The Ombudsman has decided to consider the landlord’s complaint handling.
London Borough of Hackney (202315642)
The complaint is about: The landlord’s response to reports of antisocial behaviour. The landlord’s response to reports of damp and mould. The landlord’s handling of the resident’s application for a managed transfer via the exceptional case panel. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
Luton Borough Council (202229082)
The complaint is about the landlord’s handling of the resident’s report of: A broken window. Staff conduct. The associated complaint handling.
Melton Borough Council (202234544)
The complaint is about: The landlord’s handling of the resident’s reports of multiple repairs, including damp and mould. The resident’s reported delays in being rehoused.
Solihull Metropolitan Borough Council (202224767)
The complaint is about the landlord’s handling of: Reports of anti-social behaviour (ASB). The resident’s request for rehousing. Concerns about staff conduct. The associated complaint.
Broxtowe Borough Council (202333724)
REPORT COMPLAINT 202333724 Broxtowe Borough Council 27 June 2024 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. […]
London Borough of Lewisham (202231098)
The complaint is about: The landlord’s handling of the resident’s reports of mice infestations in the property. The landlord’s response to the resident’s allegation that contractors stole items from her loft. The landlord’s handling of the resident’s reports of a defective washing machine. The landlord’s handling of the resident’s reports …
Oadby and Wigston Borough Council (202307271)
The complaint is about the landlord’s handling of the residents concerns about: antisocial behaviour (ASB) in her block. the security and condition of the communal fire doors in her block. The Ombudsman has also considered the landlord’s record keeping.
Charnwood Borough Council (202308618)
The complaint is about the landlord’s handling of the installation of a new kitchen. This Service has also considered the landlord’s handling of the complaint.
London Borough of Hounslow (202302419)
The complaint is about the landlord’s handling of: Reports of damp and mould to the bathroom. The resident’s request to be reimbursed the cost of running a dehumidifier. Ongoing repairs to the resident’s bathroom and notification of appointments. The Service has also considered the landlord’s complaint handling.
London Borough of Hackney (202307280)
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) about his neighbour. The landlord’s handling of counter reports of antisocial behaviour (ASB) about the resident from his neighbour. The landlord’s decision to refer the resident for safeguarding. The landlord’s complaint handling has also been …
Wigan Metropolitan Borough Council (202217665)
The complaint is about: The landlord’s handling of the resident’s right to buy (RTB) application. The landlord’s response to the resident’s erection of a garden fence. The landlord’s response to the residents erection of an outhouse and its use as a business premises.
London Borough of Hounslow (202228688)
This complaint is about the landlord’s response to the resident’s: Reports of leaks, damp and mould. Concerns around defective windows. Concerns around squirrels in a loft. The Ombudsman also considered the landlord’s complaint handling.
Redditch Borough Council (202216635)
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Request for non-damp and mould related repairs. Reports of a ticking noise. Request for adaptations to her bathroom. The Ombudsman has also considered the landlord’s complaint handling.
London Borough of Barnet (202211443)
The resident’s complaint is about how the landlord has handled the following: Request to be rehoused. Reports of discrimination by the landlord. Reports of anti-social behaviour, specifically sexual harassment Reports of damp and mould in the property.
London Borough of Hounslow (202220155)
The resident’s complaint is about: The handling of the resident’s request to be transferred to suitable alternative accommodation. The landlord’s handling of requests for repairs following flooding from a neighbouring property. The landlord’s handling of the removal of asbestos from the resident’s property. The landlord’s handling of the resident’s complaint.
Haringey London Borough Council (202227540)
The complaint is about the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB). Reports of harassment by noise nuisance. Request to be rehoused. The Ombudsman has also investigated the landlord’s complaint handling.
Royal Borough Of Greenwich (202210082)
The complaint is about the landlord’s handling of the resident’s: Reports of repairs. Request for a refund of council tax. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
London Borough of Croydon (202203123)
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould, and the associated repairs. The resident’s reports of anti social behaviour (ASB). Allegations of ASB made against the resident. The investigation into an alleged incident between the resident and a member of its staff. The …
Dudley Metropolitan Borough Council (202119458)
The complaint is about the landlord’s: handling of the resident’s application for a housing transfer; record keeping; handling of the resident’s concerns about the structural safety of his property; handling of the resident’s associated complaint.
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)