Southern Housing Group Limited (202120411)
The complaint is regarding the landlord’s handling of: The replacement of fire safety doors. The resident’s reports about the conduct of workmen. The resident’s formal 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
Camden Council (202117200)
The complaint is about: The resident’s concerns about the level of service charges. The landlord’s response to concerns about the standard of communal cleaning. The landlord’s handling of enquiries for information on service charges.
Spitalfields Housing Association Limited (202016687)
The complaint is regarding the landlord’s: Repairs team’s responses to the resident’s calls and emails. Handling of the associated complaint.
Bournemouth, Christchurch and Poole Council (202110131)
The complaint is about the landlord’s: response to the resident’s report of antisocial behaviour (ASB). handling of adaptations at the property for the resident’s mobility scooter. response to the resident’s reports of the smell of smoke in the communal areas of the property.
Derby Homes Limited (202114093)
REPORT COMPLAINT 202114093 Derby Homes Limited 25 April 2023 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. […]
Golding Homes Limited (202208880)
This complaint concerns the landlord’s response: To the resident’s reports of a leak and mould in the kitchen. To the resident’s reports of the conduct of one of the landlord’s operatives. To the resident’s reporting of issues with the street lamp situated outside the property. This report has also considered …
London & Quadrant Housing Trust (202013904)
The complaint is about the landlord’s response to: The resident’s enquiries about the reasonableness of service charges. The resident’s request to be refunded for service charges. The resident’s enquiries about service charges. Complaint handling.
Paradigm Housing Group Limited (202126104)
The complaint is about the landlord’s response to the resident’s concerns about his neighbour’s shed. This Service has also considered the associated complaint handling.
Home Group Limited (202116755)
The complaint is about the landlord’s response to the resident’s: Reports of defects in her new build property. Concerns about the parking arrangements, missing bins, lack of communal gardening, and cleaning services. Request for a boundary to her block of flats. The Ombudsman has also considered the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202114537)
The complaint is about the landlord’s: Response to the resident’s reports of a leak from a vent in the bedroom; Handling of a leak from above into the bedroom and hall; Response to the resident’s request for compensation for water damaged items; Complaints handling.
Peabody Trust (202123937)
The complaint is about the landlord’s: Handling of the resident’s request for information on service charges. Complaint handling.
Wandle Housing Association Limited (202207924)
The complaint is about the landlord’s handling of: The tenancy sign-up procedure and the alleged rent discrepancy in the tenancy agreement. The associated complaint.
Chelmer Housing Partnership Limited (202209244)
The complaint is about the level of compensation offered by the landlord in relation to the resident’s reports about: Property condition issues he reported upon moving into his new build property. Roof repairs at the property. The Ombudsman has also considered the landlord’s complaints handling.
London & Quadrant Housing Trust (202123452)
The complaint is about: The landlord’s handling of the resident’s report of repairs to the shower. This report also considers: The landlord’s handling of the resident’s report of a leak to the bedroom from the shower. The landlord’s complaints handling. The landlord’s record keeping. The landlord’s offer of compensation.
Islington Council (202109673)
The resident has complained about the landlord’s handling of an ongoing leak issue including the standard of workmanship and the service provided. The resident has also complained that the landlord did not inform him of the leak prior to the sale of the property, therefore that he has paid a …
London & Quadrant Housing Trust (202125842)
The complaint is about the landlord’s response to the resident’s enquiries about: The increase in level, apportionment and reasonableness of service charges. Estimated service charges for the year 2021 to 2022. The landlord’s handling of the complaint.
The Guinness Partnership Limited (202120574)
The complaint is about the landlord’s: Response to the report that the gas supply had been capped since the resident moved in. Communication in relation to the consent given for the resident’s dog to live in the property. Administration of the rent and service charge account. Response to the repairs …
Clarion Housing Association Limited (202204038)
The complaint is about the: The reasonableness of the service charge for the 2018/19 financial year. Information provided about the service charge, specifically the administration of the resident’s service charges and the timeliness of the information provided by the landlord.
Guinness Housing Association Limited (202207316)
The complaint is about the landlord’s handling of: The resident’s reports of drainage issues in her shower and her request for it to install a wet room. The associated complaint.
London Borough of Hillingdon (202010313)
The complaint is about the landlord’s handling of: The resident’s reports of poor staff conduct. Medical evidence to support the resident’s re-housing application.
London & Quadrant Housing Trust (202206955)
The complaint is about the landlord’s response to the resident’s enquiries about: The level and liability of service charges. Service charge accounts for the year 2019 to 2020. Complaint handling.
Manchester City Council (202119702)
The complaint is about the landlord’s handling of: Water leaking into the resident’s property. The associated complaint.
Haringey London Borough Council (202123855)
The complaint is about: The repairs service provided by the landlord following a burst pipe in the property. The suitability of the temporary accommodation offered by the landlord. The landlord’s response to the resident’s request for reimbursement for damage to her personal belongings as a result of the burst pipe. …
Ongo Homes Limited (202204205)
The complaint is about the landlord’s handling of: Decoration to the resident’s bathroom and dining room and a banister repair. The resident’s associated complaint.
Orbit Housing Association Limited (202123222)
The complaint is about the landlord’s response to the resident’s reports of damp and mould in his property. The Ombudsman has also considered the landlord’s complaint handling in relation to this case.
Peabody Trust (202128473)
The complaint is about the landlord’s handling of: - The resident's decant from her property following the collapse of upstairs flooring. The landlord's handling of repairs to the floor. The resident's request that she be reimbursed her expenses during the decant period. The resident’s complaint.
Sovereign Living Limited (202204942)
The complaint is about: The length of time it took the landlord to provide the management pack required for the sale of a property and the resident’s request to be compensated for this. The landlord’s handling of the associated formal complaint has also been considered.
The Community Housing Group Limited (202106309)
The complaint is about the landlord’s response to the resident’s request for the neighbour to store their rubbish bins within their own property boundary and not within the external communal areas. The landlord’s complaint handling has also been investigated.
A2Dominion Housing Group Limited (202107587)
The complaint is about: The landlord’s handling of reports that the resident behaved unacceptably towards its staff. The landlord’s handling of the installation of a gas meter. The landlord’s complaint handling.
London Borough of Redbridge (202120423)
The complaint is about: The landlord’s response to the resident’s request to extend her property. The landlord’s decision to refuse consent for the extension.
Sheffield City Council (202119437)
The complaint is about the landlord’s: response to the resident’s reports about a hot water tank leak and damage to his carpet; complaints handling and record keeping.
Paragon Asra Housing Limited (202112236)
REPORT COMPLAINT 202112236 Paragon Asra Housing Limited 6 April 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
Southwark Council (202207965)
The complaint is about the landlord’s handling of: The resident’s reports of a pigeon pest control issue. The associated complaint.
Wandle Housing Association Limited (202205585)
The complaint is about the landlord’s handling of the resident’s request that it: Redecorate his bathroom following water leaks. Compensate him for costs he incurred as a result of these leaks.
Abri Group Limited (202216490)
The complaint is about: a proposed 5G installation on a landlord owned building near to the resident’s property, and; the landlord’s response to the resident’s complaint about this.
Southwark Council (202113518)
The complaint is about: The landlord’s handling of the resident’s rent account. The landlord’s response to the resident’s concerns about the disconnection of a satellite dish. The handling of the resident’s complaints and the timeliness of responses.
Hammersmith and Fulham Council (202015474)
The resident has complained about the landlord’s handling of: An application to split the household. The subsequent formal complaint.
London & Quadrant Housing Trust (L&Q) (202203033)
The complaint is about the landlord’s: Handling of the resident’s request not to return to her property following a decant and later request for a transferred to a different property ; Handling of the resident’s concerns about the condition of her property and the associated repair works, including the removal …
A2Dominion Housing Group Limited (202002090)
The complaint is about the landlord’s response to the resident’s concerns about: his application to purchase a property through the right to buy scheme; disrepair at his property, including a pest infestation, damage to the walls, and damp and mould; the landlord’s handling of his decant into temporary accommodation; his …
GreenSquareAccord Limited (202110891)
The resident complained about: How the landlord handled concerns he raised about repairs to:
Home Group Limited (202126796)
The resident’s complaint is about: The landlords handling of the resident’s dissatisfaction with the standard of communal cleaning. The landlords handling of the resident’s dissatisfaction with the grounds maintenance contract. The landlord's handling of the resident’s complaint and level of redress offered. The level of increase in service charges.
Islington Council (202116228)
The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour (ASB) reported up to 19 March 2021; handling of the resident’s reports of ASB reported after 19 March 2021; response to the resident’s concerns that the landlord’s staff racially discriminating against her; complaint handling. The reports …
London & Quadrant Housing Trust (202015069)
The complaint is about the landlord’s: Decision making around a store cupboard in a communal area. Level of communication. Complaint handling.
London & Quadrant Housing Trust (L&Q) (202007203)
The complaint is about the landlord’s: Response to the resident’s concerns about damaged internal doors; Response to the resident’s reports of defective windows; Handling of hallway decorating works; Response to issues raised at the start of the tenancy; Complaint handling.
London & Quadrant Housing Trust (L&Q) (202012566)
The complaint is about: The level of compensation offered by the landlord in relation to the toilet repairs. The landlord’s handling of multiple repairs (including windows, front and rear doors, subsidence concerns and external cracks in the property). The landlord’s communication and handling of asbestos concerns. The landlord’s communication about …
London & Quadrant Housing Trust (L&Q) (202113505)
The complaint is about the landlord’s: decision making around a storage cupboard n a communal area. level of communication. complaint handling.
London & Quadrant Housing Trust (L&Q) (202202845)
This complaint is about: The leaseholder’s assertion the landlord breached its legal obligations around handling service charge funds. The landlord’s: Section 20 notices; Handling of a balcony design fault; Preparation for compliance with upcoming safety legislation; Response to a heat network consultation; Complaint handling.
Manchester City Council (202127494)
The complaint is about: The landlord’s handling of a leak from the resident’s boiler and the associated damage. The landlord’s handling of reports that the resident’s kitchen floor was sinking. The landlord’s complaint handling.
The Guinness Partnership Limited (202202467)
The complaint is about: The landlord’s handling of the resident’s rent account. The landlord’s use of a third party rent payment system. The landlord’s handling of the resident’s complaint.
The Guinness Partnership Limited (202210209)
The complaint is about: the landlord’s handling of a skirting repair and associated offer of compensation; the resident’s concerns that the skirting repair had been outstanding for five years; the resident’s view that the landlord discriminated against him; and the landlord’s handing of the 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)