Notting Hill Genesis (202320092)
The complaint is about the landlord’s handling of: Antisocial behaviour (ASB) reports, including items left in communal areas. A transfer request. The resident’s 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
Notting Hill Genesis (202422574)
The complaint was about the landlord’s response to the resident’s reports of: The resident’s fuse box “sparking”. Damp in the resident’s bathroom. A pest infestation. The condition of the resident’s kitchen. We will also consider the landlord's complaint handling.
Octavia Housing (202220210)
The complaint is about the landlord’s response to the resident’s: Request for preventative measures for future floods. Request to replace a damaged fridge-freezer. Reports of broken ventilation in the property. Request to replace the window locks. Reports of a repair to the aerial socket. Reports of outstanding work in the …
Octavia Housing (202423537)
The complaint is about the landlord’s handling of the resident’s: Concerns that it offered an unsuitable property in 2022 when her tenancy began. Reports of Antisocial Behaviour (ASB), communication concerns, and management transfer request. Concerns about the property’s condition. Associated complaint.
Origin Housing Limited (202339724)
The complaint is about the landlord's handling of the resident’s reports of: Blocked drains. A leak and mould under the sink. Front door defects. Damaged fence panels. The Ombudsman has also considered the landlord’s complaint handling.
Paragon Asra Housing Limited (202323154)
The complaint is about the landlord’s response to the resident’s concerns about: The service provided by the managing company. Anti-social behaviour. The Ombudsman has also considered the landlord’s handling of the associated complaint.
Peabody Trust (202332409)
This complaint is about the landlord’s handling of: Reports of water ingress from the resident’s roof. Reports of pests. Reports about issues with the resident’s boiler. The associated complaint.
Southern Housing (202318421)
The complaint is about: The landlord's maintenance and management of repairs to the block. The landlord's maintenance of CCTV. The landlord's response to the resident’s reports of anti-social behaviour (ASB) in the block. The landlord's response to the resident’s queries about the service charges. The landlord's handling of the complaint.
Southern Housing (202328281)
The complaint is about the landlord’s handling of: The mutual exchange, including the condition of the property and garden. The resident’s reports of repairs and pest infestation. The resident’s concerns about staff conduct. The resident’s reports of damp and mould, including mould damage to her possessions. The resident’s concerns about …
Stonewater Limited (202230840)
The complaint is about the landlord’s handling of the resident’s reports about: The level and reasonableness of estate service charges The ground maintenance service. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
Stonewater Limited (202424673)
The complaint is about the landlord’s handling of the resident’s report of damp and mould in the property. The Ombudsman has also considered the landlord’s complaint handling.
Torus62 Limited (202345588)
The resident’s complaint is regarding the landlord’s: Response to her concerns that works were not carried out in line with asbestos regulations and guidelines. Management of asbestos removal, subsequent clean up and associated repairs. Response to her request to replace her upstairs carpets.
Winchester City Council (202322119)
The resident’s complaint is about the landlord’s response to: Reports of damp and mould in the property. Reports of heating and ventilation issues. Reports of incurred debt as a result of the property condition. The resident’s concerns about the landlord’s maintenance of the land at the rear garden. The resident’s …
Yorkshire Housing Limited (202422107)
The complaint is about the landlord’s handling of the resident's: Reports of a leak from the ensuite shower. Associated complaint.
Abri Group Limited (202423985)
REPORT COMPLAINT 202423985 Abri Group Limited 29 May 2025 (amended 1 July 2025) Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]
Clarion Housing Association Limited (202417330)
The complaint is about the landlord’s handling of the resident’s concerns about: the condition of the communal areas. noise nuisance from her neighbours’ pets.
London Borough of Lambeth (202325251)
The complaint is about the landlord’s handling of: The decant process, including the resident’s request for a permanent move to an alternative property. The resident’s request for a parking permit at the decant property. We have also considered the landlord’s complaint handling.
London Borough of Lambeth (202428770)
The complaint is about the landlord’s: handling of reports of damp and mould. understanding of the household’s vulnerabilities and support needs. The Ombudsman has also considered the landlord’s handling of the complaint.
London Borough of Waltham Forest (202424336)
This complaint is about the landlord’s handling of: The resident’s mutual exchange. Reports of water ingress, damp and mould. Outstanding repairs.
London & Quadrant Housing Trust (202228981)
The complaint is about the landlord’s handling of: Snagging works in the property. The resident’s concerns about the fire alarm trunking. The landlord’s handling of the complaint has also been considered.
London & Quadrant Housing Trust (202320835)
The complaint is about the landlord’s response to reports of a leak in the property and resulting damp and mould. The landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202327380)
REPORT COMPLAINT 202327380 London & Quadrant Housing Trust (L&Q) 29 May 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Metropolitan Thames Valley Housing (MTV) (202433015)
The complaint is about the landlord’s handling of the resident’s: Reports of roof leaks affecting the property and associated repairs. Associated complaint.
Peabody Trust (202222979)
The resident’s complaint was about: The landlord’s response to the resident’s request to install an electric parking gate. The landlord’s complaint handling.
Peabody Trust (202321897)
The complaint is about the landlord’s handling of the resident’s: Request for an explanation of the amount charged for a communal electric service charge. We have also considered the landlord’s handling of the associated complaint.
Peabody Trust (202344153)
The complaint is about the landlord’s handling of the resident’s: report of a blocked kitchen sink; concerns about the conduct of the contractor; rent account; associated complaint.
Peabody Trust (202417372)
The resident’s complaint is about: The landlord’s handling of a leak. The landlord’s handling of the resident’s concerns about security following a bicycle theft. The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
Sanctuary Housing Association (202408351)
The complaint is about the landlord’s: Handling of the resident’s report of a leak. Complaint handling.
Sanctuary Housing Association (202422502)
The complaint is about the landlord’s response to the resident’s: concerns of asbestos in an outbuilding. reports of an electrical fault . request for a skip. complaint.
Vico Homes Limited (202334745)
The complaint is about the landlord’s: response to the resident’s report of a data breach. response to the resident’s request for a mutual exchange. handling of the associated complaint.
Cross Keys Homes Limited (202413160)
The complaint is about: the landlord’s handling of reports of antisocial behaviour (ASB) by and about the resident. the landlord’s decision to undertake tenancy enforcement action. The Ombudsman has also considered the handling of the resident’s complaint.
Haringey London Borough Council (202342751)
The complaint is about the landlord’s handling of: The resident’s reports of a faulty intercom system. The resident’s reports of ongoing issues with the lifts being out of service. The resident’s request to be rehoused. The resident’s complaint.
Home Group Limited (202230408)
REPORT COMPLAINT 202230408 Home Group Limited 29 May 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. […]
Home Group Limited (202332343)
The complaint is about the landlord’s response to: A heating and hot water outage. Issues relating to storage and a temporary decant. Concerns about outstanding bathroom repairs and the standard of workmanship. The Ombudsman has also considered the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202230057)
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould and the subsequent repairs. Reports of damage to his personal belongings. Associated complaint.
Milton Keynes Council (202421402)
The complaint is about the landlord’s response to: The resident’s reports of damp and mould in the property. The resident’s request that it replace her bathroom. The resident’s report that her curtain rail had become detached from the wall. The resident’s concerns about asbestos being present in the property. The …
Sovereign Network Homes (202326209)
The complaint is about the landlord’s handling of: The resident’s information requests about the communal heating and bin storage, the resident’s reports of repairs to the windows.
A2Dominion Housing Group Limited (202341828)
The complaint is about the landlord’s handling of the: Resident’s service charges. Resident’s reports of faults with the communal door. Associated complaint.
Citizen Housing Group Limited (202302148)
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). We have also investigated the landlord’s complaint handling.
City of Westminster Council (202226345)
The complaint is about the landlord’s response to the residents:
Clarion Housing Association Limited (202322054)
The complaint is about: The landlord's response to the resident's request for a replacement door and frame. The landlord’s complaint handling and offer of redress.
Clarion Housing Association Limited (202425422)
The complaint is about the landlord’s handling of the resident’s: Transfer request. Requests for repairs to the back door following an attempted break-in. Associated complaint.
London Borough of Camden Council (202348136)
The complaint is about the resident’s concerns about condition of the property at the start of the tenancy. We have also considered the landlord’s complaint handling.
London Borough of Tower Hamlets (202331276)
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Requests for repairs to the balcony door. Reports that the shower was not draining properly. We have also considered the landlord’s complaint handling.
Origin Housing Limited (202416610)
This complaint is about the landlord’s: Response to the resident’s reports of water ingress into her property. Handling of the associated complaint.
Pinnacle Affordable Homes Ltd (202324175)
The complaint is about the landlord’s: handling of repairs to the heating system. response to the resident’s reports of damp and mould. response to the resident’s concerns about standing water. handling of a shower repair. response to the resident’s request that it remove a cat flap. The Ombudsman has also …
West Kent Housing Association (202420405)
The complaint is about the landlord’s handling of: Issues with the wet room flooring. Issues with the tiling behind the toilet cistern. Issues with the shower curtain. Additional repairs to the remainder of the resident’s property. The resident’s complaint.
Chisel Limited (202227881)
The complaint is about the landlord’s handling of repairs to the: Boiler. Kitchen, bathroom and garden. We have also investigated the landlord’s handling of the associated complaints.
Citizen Housing (202322514)
The complaint is about the landlord’s response concerning: The resident’s dissatisfaction with the placement of a warning marker on his account, his concerns about the impact of this on the purchase of his home, his concerns about staff conduct, and his reports about discrimination. The resident’s reports about internal door …
Clarion Housing Association Limited (202331357)
The complaint is about the landlord’s handling of: A service charge refund. Report of lack of service provision. Repairs and replacement to windows and front door. Damp and mould. Lack of gas within the property. The Ombudsman 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)