Southwark Council (202218279)
The complaint is about the landlord’s handling of: The resident’s reports of domestic abuse (DA). The ending of the resident’s tenancy. The Ombudsman has also investigated 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
Metropolitan Thames Valley Housing (MTV) (202316428)
The complaint is about the landlord’s handling of a leak from the resident’s boiler shortly after her tenancy began. This Service has also investigated the landlord’s complaint handling.
Clarion Housing Association Limited (202230637)
The complaint is about the landlord’s handling of the resident’s request: to complete a mutual exchange with his grandmother. to succeed his grandmother’s tenancy. The Ombudsman has also assessed the landlord’s: complaint handling. record keeping.
LiveWest Homes Limited (202320358)
The complaint is about the landlord’s response to the resident concerning: The handling of repairs to her previous property. The condition of her current property at the start of the tenancy. The handling of repairs to her current property.
Clarion Housing Association Limited (202322298)
The complaint is about the landlord’s handling of: The condition of a property at the start of the tenancy. The adequacy of the heating and hot water system in the property. A request for a wash hand basin in the downstairs toilet. The Ombudsman has also considered the landlord’s complaint …
Hammersmith and Fulham Council (202339926)
The complaint is about the landlord’s handling of: The resident and her son’s personal information. Repairs to the property. The resident’s son’s request to be added to the tenancy. The resident’s reports of anti-social behaviour by a neighbour. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
TBG Open Door Limited (202302665)
The complaint is about the landlord’s handling of the resident’s concerns regarding: the repair condition of her temporary accommodation. her report of road noise at her current property. a lack of heating and hot water at her current property at the time her tenancy started. The Service has also investigated …
Bristol City Council (202336708)
The complaint is about the landlord’s handling of: The resident’s concerns about temporary accommodation and rehousing options offered to her, following a fire at the property. The ending of the resident’s tenancy. The resident’s concerns about fly-tipping in the garden. The resident’s request to access her property following a fire …
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.
Home Group Limited (202312599)
The complaint is about the landlord’s handling of the resident’s reports and concerns about: responsibilities under the tenancy agreement. rodents at the property, removal of ivy, pointing, doorstep repairs and fly-tipping. removal of concrete planters. damage to cables. graffiti, gate and letter box repairs. complaint handling.
Paragon Asra Housing Limited (202346667)
The complaint is about the landlord’s handling of: Void checks and the resident’s reports of heating repairs following the start of the tenancy. The associated complaint. The Ombudsman has also considered the landlord’s record keeping.
Metropolitan Thames Valley Housing (MTV) (202220405)
The landlord's handling of the resident's: Request to assign her tenancy. Associated complaint.
Sanctuary Housing Association (202316345)
The complaint is about the landlord’s handling of: The resident’s reports about support services it provided during her tenancy. The resident’s complaint.
Sovereign Network Homes (Former Network Homes) (202301357)
The complaint is about the landlord’s: Response to damp and mould. Response to repair issues including the condition of the property at the beginning of the tenancy. Response to the resident’s concerns about the landlord’s staff and its contractors including discrimination and contact restrictions. Complaint handling.
Peabody Trust (202233123)
The complaint is about: The landlord’s response to the resident’s requests for information about her tenancy. The landlord’s complaint handling.
Agudas Israel Housing Association Limited (202227019)
The complaint is about: The landlord’s handling of repairs at the resident’s property. The resident’s concerns that the landlord failed to complete a refurbishment offered at the start of her tenancy. The landlord’s handling of the resident’s complaint.
Flagship Housing Group Limited (202215333)
The complaint is about: The landlord’s handling of the resident’s reports about the condition of her former property when the tenancy commenced and the resident’s disrepair reports. The landlord’s handling of the resident’s complaint including the amount of compensation offered.
Incommunities Limited (202219765)
The complaint is about the landlord’s handling of the resident’s concerns about: Repairs required to her home as part of a legal claim, including to resolve damp and mould and woodworm. The conduct and workmanship from its staff, contractors, and subcontractors during a replacement of her kitchen and bathroom. Injury …
Bromford Housing Group Limited (202204989)
The complaint is about the way the landlord handled the resident’s: Reports of noise nuisance and antisocial behaviour (ASB); Reports that a neighbour was running a business from their property; Tenancy breach warning ; Complaint.
Aster Group Limited (202230053)
The landlord’s handling of the resident’s request to assign his tenancy via a mutual exchange.
Six Town Housing Limited (202208139)
The complaint is about: The landlord’s handling of the resident's request for disabled parking. The landlord's handing of the resident’s concerns about his neighbour’s CCTV. The landlord's decision to place an alert on the resident's tenancy file. The landlord’s handling of the resident’s concerns about the conduct of a housing …
Birmingham City Council (202111174)
The complaint is about the landlord’s handling of the resident’s: Concerns about the security of the building following her reports of unknown persons in the communal garden. Claims of harassment following the landlord’s decision to issue a conditions of tenancy letter. Associated formal complaint.
Islington Council (202119874)
The complaint is about the landlord’s handling of the resident’s reports about: Outstanding repairs to the kitchen units. The replacement bath and taps. Repairs to the glass in the rear door. Missed appointments. Staff conduct, accusation of lying, and being in breach of the tenancy agreement. Associated formal complaint.
Clarion Housing Association Limited (202125562)
The complaint is about the landlord’s handling of: The resident’s reports about the condition of the property at the start of the tenancy. The resident’s concerns about asbestos at the property. The associated formal complaint.
London & Quadrant Housing Trust (L&Q) (202200838)
The complaint is about the landlord’s handling of: Repairs to the resident’s door and window. The condition of the boiler when the resident started her tenancy. The resident’s concerns about asbestos at the property. The associated formal complaint.
Wandle Housing Association Limited (202126023)
The landlord’s handling of the following: the residents report of draughty windows in need of repair. Outstanding works from beginning of tenancy including gaps to back door, removal of rubbish from side of property, replacement of damaged fence panels. Repairs to the bathroom shower, basin tap and door. The subsequent …
Vivid Housing Limited (202225825)
The complaint is about the landlord’s handling of the resident’s request for succession to his mother’s tenancy. The Ombudsman has also considered the associated complaint handling.
Lambeth Council (202127127)
The complaint is about: The landlord’s handling of repairs at the resident’s property and repairs to communal areas of the building. The resident’s reports of antisocial behaviour (ASB) and noise nuisance. The landlord’s response to disrepair in the resident’s previous property. The landlord’s response to a tenancy succession/addition complaint. The …
Clarion Housing Association Limited (202126948)
The complaint is about the landlord’s response to the resident about: Front and back doors reportedly resulting in water ingress and draughts. A leaking roof Issues with an immersion and boiler and loss of hot water. Costs incurred as a result of flooding and damage, in relation to issues such …
Eastlight Community Homes Limited (202209342)
The complaint is about the landlord’s communication with the resident about the property at the start of the tenancy, including providing inaccurate information about the size of her garden. The complaint is also about the landlord’s response to the resident’s reports of repair and other issues at the property. The …
Sovereign Network Homes (202222699)
The resident’s complaint is about the landlord’s: request to carry out an asbestos survey; access to the resident’s property; termination of the resident’s tenancy; handling of electrical testing appointments, including its communications and response.
Vivid Housing Limited (202215308)
The complaint is about the landlord’s handling of the resident’s concerns about: Antisocial behaviour (ASB) in her building. The maintenance and cleanliness of her building’s communal areas. The impact of major remedial works taking place to the building’s cladding. The end of her tenancy. The Ombudsman has also considered the …
Homes Plus Limited (202215123)
The complaint is about: The condition of the property at the start of the resident’s tenancy, and how the subsequent repairs were handled by the landlord. The landlord’s handling of the resident’s decant from the property. The level of compensation offered by the landlord.
Notting Hill Genesis (NHG) (202128553)
The complaint is about the landlord’s response to the resident’s: Reports of a pest infestation within the property. Request to be rehoused. Reports that the landlord’s communication was poor. Request for a compensation payment of £96,814.99 Subject Access Request. Disputed tenancy start date in 2014 and the signing of 2 …
Jigsaw Homes Group Limited (202217419)
The complaint is about the: Condition of the property when it was let to the resident. Landlord’s handling of repairs including a leak, damp, and mould. Landlord's response to the resident's reports that she did not have heating and hot water for 13 weeks from the start of the tenancy. …
Clarion Housing Association Limited (202205488)
The complaint is about the landlord’s handling of: Repairs to the toilet and bath in the resident’s property. The tenancy renewal. Placing the resident on a risk to staff register. A subject access request (SAR) and data breach. The Ombudsman has also considered the landlord’s complaint handling.
Hyde Housing Association Limited (202210688)
The complaint is about: The landlord’s response to reports of a fencing repair and the maintenance of the external decoration of the building. The landlord’s response to a request to relocate a gas meter within the property. Communication from the landlord regarding a breach of tenancy. This report has also …
Rotherham Metropolitan Borough Council (202210367)
The complaint is about: The landlord’s response to the resident’s concerns about the type of tenancy issued, lack of welcome visit, and request for rehousing. The landlord’s response to the resident’s concerns about the property condition when let. The landlord’s handling of repairs. The landlord’s handling of a pest infestation …
Stonewater Limited (202210100)
The complaint is about: The condition of the property at the start of the tenancy. The landlord’s handling of the decant process. The landlord’s handling of ongoing repairs and the conduct of its staff. The landlord’s handling of the resident’s complaint.
Hyde Housing Association Limited (202121443)
The complaint is about the landlord’s handling of the resident’s: Application to succeed her late mother's tenancy. Repairs including leaks and mould. Reports of rubbish in and around the property. Formal complaint The Ombudsman has also considered the landlord’s knowledge and information management.
Clarion Housing Association Limited (202204510)
The complaint is about the landlord’s handling of: The resident’s reports about the condition of the property at the start of his tenancy. The resident’s reports of repairs required to: The boiler – heating and hot water. The kitchen flooring. The windows. The kitchen units. The resident’s reports of a …
Aster Group Limited (202116121)
The resident has complained about: the landlord’s handling of reports of issues with estate waste management, including its handling of littering and fly tipping. the landlord’s handling of her reports of washed laundry on balconies and walkways. the landlord’s handling of her request that all lease and tenancy agreements have …
Metropolitan Thames Valley Housing (MTV) (202208587)
The resident’s complaint is about the landlord’s: Enforcement of its tenancy terms regarding: Dogs; Items left in communal areas; Use of the car park; Antisocial behaviour (ASB); Delivery of gardening services and its handling of the service charge dispute that arose from this; Increase to the service charge level; Response …
Aster Group Limited (202116470)
The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB). the resident’s request for a management transfer. The residents request for an upgrade to the heating system. The resident’s request for his kitchen and bathroom to be renewed. The resident’s reports of repairs during periods …
London Borough of Islington (202212645)
The complaint is about the landlord’s handling of: The implementation of fire safety measures, including how it conducted a fire risk assessment (FRA). The resident’s residency check as part of a tenancy audit. The resident’s reports of a roof leak. The resident’s reports of anti social behaviour (ASB). The resident’s …
South Tyneside Council (202126406)
The complaint is about the landlord's response to the resident’s: Concerns about being rushed to take up the tenancy of the property. Reports about the condition of the property upon letting. Concerns about the handling of the outstanding repairs and the decant. Reports of damp and mould in the property. …
First Choice Homes Oldham Limited (202104917)
The complaint is about the landlord’s: Handling of the termination of the resident’s former tenancy. Handling of the administration of the resident's rent account. Handling of the resident’s possessions. Handling of the resident’s reports about damp and mould at the former property.
Together Housing Association Limited (202203761)
The complaint is about: The landlord’s response to the resident’s reports of outstanding repairs in the property. The landlord’s response to the resident’s request to have a tenancy warning removed. The landlord’s handling of the resident’s complaint.
Clarion Housing Association Limited (202113849)
The complaint is about the landlord’s response to: The resident’s concerns about accessing its online resident portal; The resident’s request to change to a sole tenancy; The resident’s concerns about information sent to the Department of Work and Pensions (DWP); The resident’s reports of a data breach. This report will …
Peabody Trust (202117348)
The complaint is about: The landlord’s handling of the complainant’s request to succeed to his late father’s tenancy. The landlord continuing to collect rent payments from the late tenant’s bank account. This service has also considered the landlord’s 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)