Connexus Homes Limited (202311346)
The complaint is about the landlord’s response to reports of unsafe windows in the property. The Ombudsman has also 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
Islington Council (202227376)
The complaint is about the landlord’s handling of: The resident’s query about the amount of service charge payable, and the associated costs due service charge arrears. The administration of the resident’s service charge account, and the associated communication. The Ombudsman has also considered the landlord’s complaint handling.
Orbit Group Limited (202215496)
This complaint is about the landlord’s handling of: Asbestos removal, follow on roof repair works and the replacement of a garage door. The associated complaint.
Saffron Housing Trust Limited (202215304)
The complaint is about the landlord’s: Response to the resident’s concerns about its communication and call handling. Handling of the complaint.
A2Dominion Housing Group Limited (202308064)
The complaint is about the landlord’s handling of repairs to a communal lift. The Ombudsman has also considered the landlord’s complaint handling.
Clarion Housing Association Limited (202303330)
The complaint is about the landlord’s handling of the resident’s: Concerns about a lack of services charged for but not provided specifically for the lift, intercom and cleaning. Request for a managed move. Items outside her property. Related complaint.
London & Quadrant Housing Trust (L&Q) (202214447)
The complaint is about: The landlord’s handling of repairs to the resident’s bathroom. The landlord’s handling of the resident’s request for reimbursement of energy bills. The Ombudsman investigated the landlord’s record-keeping.
London & Quadrant Housing Trust (L&Q) (202222733)
The complaint is about the landlord's: Response to the resident's request for her windows to be replaced. Complaint handling.
Paragon Asra Housing Limited (202303669)
The resident’s complaint is about the landlord’s handling of his: Reports of harassment by his neighbours. Formal complaint.
Islington Council (202215889)
The complaint is about the landlord’s handling of reports of a pest infestation at the resident’s property. The landlord’s complaint handling has also been investigated.
Jigsaw Homes Group Limited (202224401)
The complaint is about the landlord’s: Handling of the resident's reports of anti-social behaviour (ASB) and concerns about safeguarding. Complaint handling.
Anchor Hanover Group (202234287)
The complaint is about the landlord's handling of: The sale of the shared ownership property. The resident’s complaint.
Enham Trust (202308633)
REPORT COMPLAINT 202308633 Enham Trust 10 April 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. This […]
London & Quadrant Housing Trust (L&Q) (202231513)
The complaint is about the landlord’s response to the resident’s reports of a rodent infestation in the property. This report also looks at the landlord’s handling of the resident’s complaint.
Peabody Trust (202307894)
The complaint is about the landlord’s response to: The resident’s concerns about an acceptable behaviour contract that was issued in January 2022 at a meeting that was conducted at short notice. The resident’s request for clarification on what areas it designated as communal. The resident’s reports of antisocial behaviour (ASB) …
Sanctuary Housing Association (202224287)
The complaint is about the landlord’s handling of the resident’s requests for repairs to: The hot water system. The front door.
Sanctuary Housing Association (202229332)
The complaint is about the landlord’s handling of: repairs following the resident’s reports of damp and mould. the resident’s complaint and claim for damaged possessions. The resident has also complaint about the impact of the damp and mould within the property on her health.
Clarion Housing Association Limited (202302046)
The complaint is about: The landlord's handling of repairs to a communal door. The landlord’s complaint handling.
Believe Housing Limited (202217781)
The complaint is about the landlord’s response to the resident’s request for compensation for damage to her floor caused by a leak. The Ombudsman has also investigated the landlord’s complaint handling.
Peabody Trust (202229015)
The complaint is about the landlord’s handling of: The resident’s request for a reimbursement of communal heating charges. The payment of compensation offered as part of a previous complaint. The Ombudsman has also considered the landlord’s complaint handling.
NSAH (Alliance Homes) Limited (202213614)
The complaint is about: The level of the communal and personal heating service charges. The landlord’s response to the resident’s enquiries about the personal heating service charge. The landlord’s handling of the resident’s reports of maggots and flies in the communal areas. The landlords handling of the resident’s reports of …
Aster Group Limited (202226132)
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould, and repairs. Decants and request to make the move permanent. Reports of damage caused to her possessions. Rent refund request. The Ombudsman has also considered the landlord’s handling of the formal complaints.
Lewisham Council (202225524)
The complaint is about: The landlord’s response to the resident’s concerns about fire safety of the communal maintenance cupboard door. The landlord’s handling of major works to replace the communal maintenance cupboard door. The landlord’s complaint handling.
The Guinness Partnership Limited (202221921)
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB) due to noise. The Ombudsman has also considered the landlord’s complaint handling.
Cottsway Housing Association Limited (202209529)
The complaint is about the landlord’s: Response to recharges that were raised for major works carried out. Complaint handling.
Harlow District Council (202300449)
The complaint is about the landlord’s handling of the resident’s reports that a repair was required to his toilet. The Ombudsman has also considered the landlords complaint handling.
London & Quadrant Housing Trust (L&Q) (202109101)
The complaint is about the landlord’s handling of the resident’s reports about: Accusations made against her by a neighbour. Outstanding repairs. The landlord showing bias. The conduct and unprofessional behaviour of staff. The Ombudsman has also considered the landlord’s complaint handling.
Sovereign Network Homes (202222407)
The complaint is about the landlord’s handling of the resident’s reports of repairs to the heaters, and the associated request for a refund for increased heating costs. The Ombudsman has also considered the landlord’s complaint handling.
City of Doncaster Council (202302011)
The complaint is about: The landlord’s response to reports of noise caused by building works. The landlord’s handling of the resident’s request for rehousing. The associated complaint handling.
Westminster City Council (202214816)
The complaint is about the landlord’s handling of replacement heating pipework. The landlord’s record keeping has been investigated. The landlord’s complaint handling has also been investigated.
Midland Heart Limited (202225305)
The complaint concerns: The landlord’s handling of the resident’s reporting of concerns about dust particles in the property. The landlord’s handling of stains to the walls above the storage heaters. The landlord’s complaints handling.
Aster Group Limited (202112675)
The complaint is about the landlord’s handling of: The resident’s reports of disrepair to her property and her concerns regarding the quality of works carried out to her property. The resident’s reports of damp and mould inside her property. The resident’s complaint about the conduct of a contractor’s operative.
Birmingham City Council (202219790)
The complaint is about the landlord’s handling of the resident’s: Reports of leaks and related damp and mould repairs. Request for a rent adjustment. Formal complaints.
Curo Places Limited (202211408)
The complaint is about: The landlord sharing information with the resident’s advocate. The appropriateness of the landlord’s offer of a stay in respite accommodation. The landlord’s delivery of court papers to the resident’s address. The landlord’s handling of the resident’s reports of breaches of her neighbours’ acceptable behaviour contracts. Discrimination …
Derby City Council (202300582)
The complaint is about the landlord’s handling of the resident’s: Personal data and subject access request (SAR). Concerns about the installation of a replacement kitchen at her property. Request for an adaptation to her property. Associated complaint.
Eastbourne Borough Council (202229454)
The complaint is about the landlord’s response to: The resident’s concerns about the conduct of its contractor’s operatives. The resident’s concerns about various repairs. The resident’s concerns about the water pressure. The resident’s request for reimbursement for costs which include: The cost of a wardrobe which was damaged. The cost …
Hexagon Housing Association Limited (202112592)
The complaint concerns the landlord’s: Handling of the resident’s requests to be re-housed and for increased priority banding. Response to the resident’s internal transfer request. Handling of the related complaint.
Kingston upon Thames Council (202214394)
The complaint is about: The landlord’s handling of requests to install additional security measures following a data breach. The landlord’s handling of aids and adaptations to provide extra bedrooms. The landlord’s handling of aids and adaptations to provide a sensory alarm system. The landlord’s failure to consider medical evidence concerning …
London Borough of Barnet (202124727)
The complaint is about the landlord’s handling of the resident’s: Reports of issues with the heating system upgrade (including boiler repair) and request for a decant; Reports of damp and mould; Rent arrears; Concerns about staff conduct during a gas safety check; Associated complaint.
London Borough of Enfield (202218063)
The complaint is about: The landlord's response to the resident’s re-housing request. The landlord's response to reports of a leak into the property and the associated damp and mould. The landlord's complaint handling.
London Borough of Newham (202218153)
The complaint is about the landlord’s response to: The resident’s reports that his recycling was not collected on several occasions. The resident’s reports that he has not received a caretaking service for several years. The associated complaint.
London Borough of Redbridge (202210639)
The complaint is about the landlord’s response to: The July 2021 flood incident, including its handling of repairs. The associated complaint.
London & Quadrant Housing Trust (L&Q) (202207073)
The complaint is about the landlord’s response to the resident’s: Reports of antisocial behaviour. Request for repairs to the ventilation system. Request for other repairs. The Ombudsman has also considered the landlord’s complaint handling.
Metropolitan Thames Valley Housing (MTV) (202225442)
The complaint is about the landlord’s handling of the resident’s reports of noise transference and ventilation issues within the property. The landlord’s handling of the complaint has also been considered.
Notting Hill Genesis (NHG) (202215820)
The complaint is about the landlord’s: Response to the resident’s reports of issues with the heating at the property. Handling of the resident’s transfer applications (in 2019/2020 and in 2022). Handling of the resident’s reports of ASB. Knowledge and information management. Complaint handling.
Notting Hill Genesis (NHG) (202227285)
The complaint is about the landlord’s response to the resident’s: Reports of outstanding repairs in the property and squirrels in the loft. Requests for a boiler repair. The Ombudsman has also investigated the landlord’s complaints handling.
Orbit Group Limited (202201828)
The complaint is about: The conduct of a staff member. The landlord’s decision to place an unacceptable behaviour marker on the resident’s record. The landlord’s response to the resident’s reports of repairs to the property. The Ombudsman has decided to consider the landlord’s complaint handling.
Orbit Group Limited (202209334)
The complaint is regarding the landlord’s handling of: Repairs to a broken fence panel. A reported mouse infestation and associated proofing works. Concerns over the standard of grounds maintenance. Reports of fly tipping. The resident’s complaint.
Peabody Trust (202127637)
The complaint is about: The landlord’s handling of reports of antisocial behaviour. The landlord’s refusal to purchase the resident’s property. The Ombudsman has decided to also investigate the landlord’s complaint handling.
Places for People Group Limited (202228914)
The complaint is about the landlord’s handling of: The property condition at the point of mutual exchange. Repairs reported by the resident after mutual exchange and associated delays. Water ingress and damp and mould. The 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)