Notting Hill Genesis (NHG) (202225311)
The complaint is about the landlord’s handling of: The resident’s request for no contact from the Housing Officer. The automated messages sent to the resident regarding arrears. 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
Peabody Trust (202210783)
The complaint is about the landlord’s handling of: Various repairs in the resident’s home, including but not limited to: Roof and guttering repairs. A boiler repair. Repairs to cracked stair treads. Bathroom repairs. A repair to the party wall in the resident’s garden. Removal of a tree. The associated complaint. …
Southern Housing Group Limited (202306442)
The complaint is about: The landlord’s handling of reports of a faulty oven. The landlord’s record keeping. The associated complaint handling.
Sanctuary Housing Association (202226735)
The complaint is about the landlord’s response to reports of: Antisocial behaviour by the resident’s neighbour. The resident’s neighbour feeding birds excessively. The investigation has also taken the landlord’s handling of the associated complaint into consideration.
Silva Homes Limited (202313847)
The complaint is about the landlord's handling of the resident’s reports of: Damp and mould, and related repairs. Damaged personal possessions due to mould. Poor conduct by one of its contractors.
Islington Council (202218257)
This complaint is about the landlord’s response to the resident’s: Report of a leak. Concerns around damp and mould. Concerns around pipework blockages. Concerns around rodents in the property. The Ombudsman also considered the landlord’s complaint handling.
Midland Heart Limited (202307009)
The complaint is about: The landlord’s delay to register the property with the land registry. The landlord’s handling of a dispute over the shared pathway. The landlord’s complaint handling. The Ombudsman has also considered the landlord’s record keeping.
Notting Hill Genesis (NHG) (202204826)
The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB). request to be reimbursed for a shower screen. request that the landlord paint her bathroom. This service has also considered the landlord’s complaint handling.
Sanctuary Housing Association (202228567)
REPORT COMPLAINT 202228567 Sanctuary Housing Association 9 July 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. […]
Yorkshire Housing Limited (202305079)
The complaint is about the landlord’s response to the resident’s: Request to reclassify his property as a 2 bedroom. Communication in relation to the bedroom issue.
Notting Hill Genesis (NHG) (202214883)
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise nuisance from her neighbour. The landlord’s handling of the resident’s reports of noise transference and associated repairs to the building. The landlord’s handling of the resident’s reports of her neighbour subletting their property.
Shepherds Bush Housing Association Limited (202226018)
The complaint is about the landlord’s handling of the resident’s: Request to have a cupboard removed from the property. Reports of damp and mould. Request to have a new bathroom and kitchen installed. Garage door repair. The Ombudsman has also considered the landlord’s handling of the associated complaint.
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.
Wolverhampton City Council (202307969)
This complaint is about the landlord’s response to the resident’s concerns around: Damaged personal belongings. Outstanding repairs. Damp and mould. Fencing renewal works. The Ombudsman also considered the landlord’s: Response to the resident’s various health and welfare concerns. Complaint handling.
Halton Housing (202310172)
The complaint is about the landlord’s: Handling of the resident’s reports of defects. Complaint handling.
Manchester City Council (202301791)
The complaint is about the landlord’s: handling of reports of damp and mould in the resident’s property. complaint handling.
Clarion Housing Association Limited (202315910)
This complaint is about the landlord’s handling of the resident’s reports of: Damp and mould in her home. Excessive cold in her home.
East Riding of Yorkshire Council (202320710)
The complaint is about the landlord’s handling of the resident’s reports concerning: Antisocial behaviour (ASB) by a neighbour. Damp and mould. The standard of communal cleaning. Leaking gutters. The Maintenance of trees and pigeons. The Service has also considered the landlord’s: Complaint handling. Record keeping.
ForHousing Limited (202306484)
The resident’s complaint is about the landlord’s: Response to the resident’s reports of damp and mould, including a temporary decant; Handling of the associated complaint.
London & Quadrant Housing Trust (L&Q) (202225494)
The complaint is about the landlord’s handling of the resident’s reports of: Repairs to the balcony door. Repairs following a bathroom leak. Repairs to communal windows Overflowing bins and grounds maintenance. The associated complaint. Repairs to the communal entrance door.
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.
One Housing Group Limited (202304182)
This complaint is about: The level of compensation offered to the resident by the landlord following its handling of leak repairs. The landlord’s response to the resident’s complaint about its handling of antisocial behaviour (ASB).
Onward Homes Limited (202311474)
The complaint is about: The landlord’s handling of repairs in the bathroom and kitchen (including damp and mould). The landlord’s complaint handling. The resident has subsequently raised complaints about: The handling of a request for a managed move. Mould in their cupboards. A further leak in their bathroom.
Peabody Trust (202204552)
The complaint is about the landlord’s response to reports of repairs within the property, mainly a broken shower head and blocked waste pipe. The Ombudsman has also considered the landlords complaints handling and record keeping.
Peabody Trust (202303265)
The complaint is about: The landlord's handling of the resident's reports about repairs in her property including: damp and mould. a collapsed ceiling and associated structural issues. The landlord’s complaint handling The Ombudsman has also considered the landlord’s record keeping.
Sanctuary Housing Association (202323551)
The resident’s complaints are about: Complaint 1. The landlords handling of the repairs to the resident's heating and hot water system. The landlords handling of other repairs to the residents property (toilet, front and rear door). Complaint 2. The behaviour and conduct of the landlords staff and its standard of …
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.
Stonewater Limited (202213169)
The complaint is about the landlord’s response to the resident’s reports of: Damp and mould and associated odour. Disrepair to the front and back door and delay in their replacement.
Wakefield And District Housing Limited (202332720)
The complaint is about: the landlord’s handling of the resident’s reports of damp and mould. the landlord’s handling of the associated complaint.
Westminster City Council (202300742)
The resident’s complaint is about: The landlord's response to the resident’s application for a transfer. The landlord’s response to the resident’s reports of damp and mould. The Ombudsman will consider the landlord’s complaint handling. The Ombudsman will consider the landlord’s record keeping.
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. […]
Lincolnshire Housing Partnership Limited (202302323)
The complaint is about; The landlord’s handling of the resident’s reports of Damp and mould. Leaks in the bathroom. The landlord’s response to the resident’s request for a replacement roof, kitchen and windows. The associated complaint handling.
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.
Peabody Trust (202313506)
The complaint is about the landlord’s handling of the resident’s reports of: Antisocial behaviour (ASB). Fly-tipping in the communal garden. An authorised shed in the communal space. Pests. The Ombudsman has also considered the landlord’s complaint handling.
Waltham Forest Council (202331573)
The complaint is about: The landlord’s response to the resident’s report that a caretaker contacted him about rubbish in the communal area. The landlord’s response to the resident’s report that the landlord was obstructive and refused to accept his complaint by phone. The landlord’s response to the resident’s reports that …
B3 Living Limited (202227991)
The complaint is about the landlord’s handling of reports of: Light pollution. Noise transference. Smells in the property. The Ombudsman has also considered the landlord’s complaint handling.
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 & Quadrant Housing Trust (202319847)
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Request for windows to be replaced. Concerns about racism and discrimination. Concerns about being decanted. Formal complaint.
London & Quadrant Housing Trust (L&Q) (202233154)
The complaint is about the landlord’s handling of: The request for remedial repairs to the kitchen extractor fan. The replacement of the kitchen sub floor. The request for replacement of the shower cubicle in the downstairs bathroom. The request for replacement windows. The associated complaint.
Longhurst Group Limited (202227504)
The complaint concerns the landlord’s handling of the resident’s concerns about the air source heating pump (ASHP) in her home. This investigation has also considered the landlord’s complaints handling.
Paradigm Housing Group Limited (202222919)
The complaint is about the landlord’s response to reports about: Pests (pigeons and associated debris). Communal cleaning and maintenance including fly tipping. Urine on the carpet. Electric wires hanging from the ceiling in the communal area. Damp and mould. Flooding downstairs. The Ombudsman has also considered the landlord’s complaint handling.
Hyde Housing Association Limited (202229264)
This complaint is about the landlord’s handling of: Repairs following a leak. The resident’s request for a kitchen replacement. The associated complaint.
Hyde Housing Association Limited (202320375)
This complaint is about the landlord’s handling of: Reports of damp and mould in the resident’s property. Reports of a leak in a communal cupboard. The associated complaint.
Shepherds Bush Housing Association Limited (202228087)
The complaint is about: The landlord’s handling of the resident’s reports of various repairs. The landlord’s handling of the resident’s management transfer. This Service has also considered the landlord’s handling of the resident’s complaint.
Southwark Council (202205202)
The complaint is about the landlord’s response to the resident’s: Reports of damp, and cold air transference from a neighbouring property; Complaint. This report will also assess the landlord’s record keeping.
Hyde Housing Association Limited (202312135)
The complaint is about: The landlord's investigation into complaints about the resident's behaviour, and the associated decision to seek possession of the property. The payment of £500 to the resident as agreed by a court undertaking. The landlord's handling of the resident's reports of antisocial behaviour (ASB) from a neighbour. …
Bernicia Group (202226172)
The complaint is about the landlord’s response to the resident’s: Concerns about the safety of the boiler and gas pipework, including its handling of the installation of a gas meter at the property. Concerns that the property was let without a valid Energy Performance Certificate (EPC). Concerns about the conduct …
Clarion Housing Association Limited (202220624)
The complaint is about the way the landlord handled: The sale of the resident’s property; The resident’s 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)