St Mungo Community Housing Association (202401815)
The complaint is about the landlord’s: Response to the resident’s concerns about a rent refund and rent arrears. Complaints 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
Clarion Housing Association Limited (202320116)
The complaint is about the landlord’s handling of the resident’s concerns about: rodents coming into her home. the size of her child’s bedroom. The Ombudsman has also assessed the landlord’s complaint handling.
Trident Housing Association Limited (202202385)
The complaint is about the landlord’s handling of; Repairs following a flood in the property. The resident’s request for compensation for items damaged by the flood. The complaint
Irwell Valley Housing Association Limited (202414917)
This complaint is about the landlord’s handling of: The fitting of handrails to the resident’s property. The resident’s reports of a leak from the lever tap in her kitchen and request for compensation for damaged belongings. The resident’s reports of repair to her bathroom tiles. The associated complaint.
Progress Housing Association Limited (202442599)
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Transfer/rehousing application.
Sanctuary Housing Association (202324133)
The complaint is about the landlord’s handling of: The resident’s door repairs. The associated complaint.
Croydon Churches Housing Association Limited (202414028)
T he complaint is about the landlord’s handling of the resident’s: reports of damp and mould and outstanding repairs. move to temporary accommodation. The Ombudsman has also considered the landlord’s complaint handling.
Nottingham Community Housing Association Limited (202116575)
The complaint is about the landlord’s handling of: the resident’s report of repairs to disabled adaptations in the property. the resident’s reports of Antisocial Behaviour (ASB) The associated complaint.
Together Housing Association Limited (202211696)
The complaint is about the landlord’s handling of: The resident’s front door replacement, including the letter box and spy hole. The associated complaint.
Clarion Housing Association Limited (202313861)
The complaint is about the landlord's handling of: reports of overgrown trees in a neighbouring garden. planned improvement works to the resident's windows and doors. the associated complaint.
Sanctuary Housing Association (202337231)
The complaint is about the landlord’s handling of: A garage door repair. The associated complaint.
Sanctuary Housing Association (202409928)
The complaint is about the landlord’s response to the resident’s: Report of a fault to the immersion heater. Report of a rodent infestation. Report that it delayed in replacing the property’s windows. Report of a repair to the front door. Concerns regarding the condition of the kitchen, the guttering and …
Together Housing Association Limited (202438425)
REPORT COMPLAINT 202438425 Together Housing Association Limited 31 July 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
Sanctuary Housing Association (202322712)
The complaint is about the landlord’s handling of: Lift repairs. Reports of anti-social behaviour.
Sanctuary Housing Association (202419673)
This complaint is about the landlord’s handling of: The resident’s reports of damp and mould. An Occupational Therapist (OT) referral to assess the resident’s needs. The resident’s housing transfer. The associated complaint.
Sanctuary Housing Association (202450881)
The complaint is about the landlord’s handling of: Repairs to the resident’s storage heaters. Electrical costs due to the storage heaters not functioning. The complaint. The landlord operates a 2 stage complaints process. Its policy says it will provide a stage 1 response within 10 working days and a stage …
West Kent Housing Association (202327097)
The complaint is about the landlord's handling of the resident’s requests about windows repairs. We have also considered the landlord’s handling of the associated complaint.
Peter Bedford Housing Association Limited (202447782)
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB) from October 2023 to December 2024. The resident’s concerns about communal electricity charges linked to her own electricity meter.
Clarion Housing Association Limited (202308983)
The complaint is about the landlord’s response to: the resident’s query about his service charge. the associated complaint.
Clarion Housing Association Limited (202402709)
This complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The resident’s reports of inappropriate staff conduct. The contact restrictions it applied to the resident. The resident’s subject access requests (SAR). The associated complaints.
Clarion Housing Association Limited (202424276)
The complaint is about the landlord’s handling of the temporary accommodation, following a leak. We have also considered the landlord’s complaint handling.
Hyde Housing Association Limited (202342051)
The complaint is about the landlord’s: payment of compensation, and implementation of the resident’s request for a reasonable adjustment following an earlier Ombudsman determination. complaint handling.
Phoenix Community Housing Association (Bellingham and Downham) Limited (202431391)
The complaint is about the landlord’s handling of the resident’s reports of: An ongoing leak causing damp and mould. Her needing a kitchen replacement. How the out of hours team dealt with her request to remove a dead rat.
Orbit Housing Association Limited (202431727)
The complaint is about the landlord’s: Handling of the resident’s concerns about a boiler issue. Response to the resident’s reports of damp and mould. Handling of the resident’s reports of a porch leak. Response to the resident’s concerns about asbestos. Complaint handling.
Hyde Housing Association Limited (202430074)
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould as well as concerns about energy efficiency and cavity wall insulation. Complaint.
Clarion Housing Association Limited (202308049)
The complaint is about the landlord’s handling of: planned works in the resident’s property and the conduct of the contractor’s staff. the reports about the handling and suitability of the temporary accommodation. the associated complaint.
Clarion Housing Association Limited (202419596)
The complaint is about the landlord’s handling of the resident’s reports of a leak in her garden. We have also looked at the landlord’s handling of the resident’s complaint.
Sanctuary Housing Association (202432142)
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in her home. The resident’s concerns about the safety of the electrics in the property. This service has considered the landlord’s complaint handling.
Estuary Housing Association Limited (202331300)
REPORT COMPLAINT 202331300 Estuary Housing Association Limited 15 July 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
Habinteg Housing Association Limited (202323678)
The complaint is about the landlord’s response to the resident’s: Request for a smoke test to establish how cooking fumes were entering the property. Concerns raised regarding the landlord’s management of asbestos within her property. Concerns raised regarding her fences at the property. Concerns raised about her health and wellbeing …
Broadland Housing Association Limited (202223230)
The complaint is about the landlord’s handling of: the resident’s concerns about the accuracy of the service charges. the resident’s concerns about the administration of her service charges. the replacement of the resident’s conservatory. the replacement of the resident’s Velux windows. the associated complaint.
Clarion Housing Association Limited (202342516)
The complaint is about the landlord’s handling of: The resident’s request for a new kitchen, bathroom, and windows. Repairs to the kitchen. The resident’s reports of damp and mould in the bathroom. The resident’s complaint.
Unity Housing Association Limited (202405302)
The complaint is about the landlord’s handling of the resident’s reports about: her request for adaptations to her property. repairs to her property, including external garden maintenance. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Sanctuary Housing Association (202344890)
The complaint is about the landlord’s handling of the resident’s reports of: A leak in the property and the associated repairs needed including the flooring. Damp and mould. We have also considered the landlord’s complaint handling.
Great Places Housing Association (202341917)
The complaint is about the landlord’s handling of the resident’s reports about: repairs to the bathroom. anti-social behaviour (ASB). the associated complaint.
Clarion Housing Association Limited (202431663)
This complaint is about the landlord’s: Response to the residents’ reports of damp and mould in her property. Handling of the associated complaint.
Clarion Housing Association Limited (202435416)
The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB) request to make safe electric cabling
Clarion Housing Association Limited (202432728)
The complaint is about: The landlord’s handling of the resident’s reports of leaks, damp, and mould. The landlord’s response to the resident’s concerns about the security of the front door. The landlord’s response to the resident’s request to relocate the boiler. The landlord’s response to the resident’s request to change …
Clarion Housing Association Limited (202446846)
The complaint is about the landlord’s handling of the resident’s concerns about: Conduct of contractors. Repairs to the property, and damp and mould issues. Asbestos at the property. We have also considered the landlord’s complaint handling.
Nottingham Community Housing Association Limited (202235018)
The resident’s complaint is about: The landlord’s handling of reports of damp and mould. The landlord’s handling of damage caused by damp and mould. The Ombudsman will also consider the landlord’s complaints handling.
Nottingham Community Housing Association Limited (202432146)
The resident’s complaint is about: The landlord’s handling of damp and mould in the property. The landlord’s consideration of the resident’s personal circumstances.
Clarion Housing Association Limited (202324619)
The complaint is about the landlord’s: Response to the resident’s reports of damaged paving in a communal area. Response to her concerns about cleaning and grounds maintenance issues. Complaint handling.
Clarion Housing Association Limited (202433894)
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The resident’s request for a transfer. The Ombudsman has also investigated the landlord’s handling of the complaint.
Sanctuary Housing Association (202322989)
REPORT COMPLAINT 202322989 Sanctuary Housing Association 26 June 2025 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. […]
Clarion Housing Association Limited (202427773)
The complaint is about the landlord’s handling of: The resident’s request for adaptations at her property. The associated complaint.
Hyde Housing Association Limited (202408454)
The complaint is about the landlord’s response to the resident’s concerns about: A leak in the kitchen A leak in the toilet room. Condensation on the pipes.
Cotman Housing Association Limited (202405270)
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The resident’s request for a transfer. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
Clarion Housing Association Limited (202422421)
The complaint is about the landlord’s handling of the resident’s: Request for adaptions to the property, including concerns that the landlord did not properly consider her health needs. Associated complaint.
Gateway Housing Association Limited (202431390)
The complaint is about the landlord’s response to Reports of anti-social behaviour (ASB) from a neighbour. A boundary dispute between the resident and the neighbour.
Clarion Housing Association Limited (202234940)
The complaint is about the resident’s concerns about the landlord’s: Communication about service charge payments. Live chat facility. Complaint handling.
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)