London & Quadrant Housing Trust (202017302)
The complaint is about: the landlord’s handling of the resident’s report of a faulty boiler. 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
Optivo (202010395)
The complaint is about the landlord’s: response to the resident’s reports of antisocial behaviour (ASB) from her neighbour; response to the resident’s reports of overgrown bushes at her property; response to the resident’s request for the windows at her property to be replaced.
Bristol City Council (202010485)
This complaint is about the landlord’s handling of: the resident’s reports that a lean-to was unlawfully removed; works it had agreed to complete to allow the reinstatement of the lean-to; the resident’s concerns about the validity of a guarantee for external wall insulation (EWI) works.
London & Quadrant Housing Trust (202005641)
The complaint is about: The landlord’s response to the resident’s request for repairs. Associated complaint handling.
Optivo (202008811)
This complaint is about the landlord’s handling of: the resident’s request for adaptations to the property; the resident’s request for a property transfer; the related complaint.
One Vision Housing Limited (202004724)
The complaint is about the landlord’s: Decision that the resident should be permanently decanted. Handling of the decant. Complaint handling.
Ocean Housing Limited (202015720)
The complaint is regarding the landlord’s: Handling of repairs to the resident’s loft and chimney. Response to the resident’s concerns about the works it carried out, in relation to asbestos and building and safety regulation. Response to the resident’s concerns over damage caused to her personal belongings. Handling of the …
Peabody Trust (202015275)
The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from his neighbour. The landlord’s response to the resident’s concern that he had not been advised of the ASB of his neighbour before his tenancy began. The landlord’s handling of required repairs …
London & Quadrant Housing Trust (202104947)
The complaint is about how the landlord handled the resident’s request to assign his tenancy. The Ombudsman has also investigated the landlord’s complaint handling in relation to the above matter.
Stockport Homes Limited (202006570)
The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (‘ASB’) by her neighbour. The report will also address the landlord’s handling of the associated complaint.
Origin Housing Limited (202005974)
The complaint is about the landlord’s: Response to the resident’s concerns regarding the sale of property due to the Government’s guidance on fire safety and cladding. Response to the resident’s request for compensation to cover his estate agent fees. Complaint handling.
Haringey Council (202016546)
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour from the flat below. The landlord’s response to the resident’s request for a refund of rent for the time that he was living away from his property. The landlord’s response to the resident’s request for a …
Kingston upon Thames Council (202106614)
The complaint concerns: The landlord's handling of the resident’s reports of the communal entry doors not closing. The landlord's handling of the resident’s complaint.
Notting Hill Genesis (202007671)
The complaint is about the level of compensation offered by the landlord for its acknowledged service failures: In response to the resident’s reports about repairs to his kitchen. The complaint handling.
Southwark Council (202008046)
The complaint is about the landlord’s response to the resident’s reports of: The temperature at the property and the need for replacement heaters. Its complaints handling.
Dartford Borough Council (202006740)
This complaint is about: a. the level of the landlord’s service charges for items such as building and communal grounds maintenance; b. the landlord’s response to the resident’s reports about; Service charges a neighbour’s CCTV installation
Guinness Housing Association Limited (202100589)
The complaint concerns the landlord’s: Response to the resident’s request for compensation for damage caused to his carpets, following a leak. Handling of the associated complaint.
Clarion Housing Association Limited (202105772)
The complaint is about the landlord’s handling of: The resident’s request for her laminate and vinyl flooring to be replaced. The resident’s report of no heating and hot water following a leak in her property. The reports of damp and mould in her property following the leak, and damage to …
Croydon Council (202005370)
The complaint is about the landlord's handling of: the resident’s reports of Anti-Social Behaviour (ASB); and the resident’s housing arrangements. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Hyde Housing Association Limited (202015952)
The complaint is about the landlord’s response to the resident’s reports about:
Notting Hill Genesis (202007417)
The complaint is about: The sale of the resident’s property and the landlord’s decision not to provide the resident with an outside tap. The landlord’s handling of the resident's complaint and its adherence to the standards set out in its Service Level Agreement (SLA). The landlord’s handling of the resident's …
Metropolitan Housing Trust Limited (202006693)
The complaint is about the: The level of redress awarded by the landlord in respect of its acknowledged failings in responding to the resident’s reports of repairs required to the roof at the property. The landlord’s complaints handling.
Elim Housing Association Limited (201809906)
This complaint is about: a. the level of the landlord’s service charges for items such as building and grounds maintenance; b. allegations of discriminatory practice on the part of the landlord; c. the landlord’s response to the resident’s reports about: service charges discrimination noise disturbance;
Home Group Limited (202012233)
REPORT COMPLAINT 202012233 Home Group Limited 20 October 2021 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 […]
Leeds City Council (202008675)
The complaint is about the landlord’s: Assessment of the resident’s priority for rehousing. Response to the resident’s reports of anti-social behaviour (ASB). Response to the resident’s reports about a leak, damp and mould at the property.
London Borough of Hackney (202016460)
The complaint is about: The landlord’s decision to no longer include water rates in rent. The level of rent and the amount of the rent increase. The landlord’s complaint handling.
Yorkshire Housing Limited (202107303)
The complaint is about: The landlord’s handling of the resident’s reports of water leak in her property. The landlord’s complaint handling.
Clarion Housing Association Limited (202011935)
The complaint concerns: The landlord’s response to reports of a chip in the bath. The landlord’s assertion that the resident is not permitted access to communal areas. The landlord’s failure to tell the resident of the sinking fund she would need to contribute to when the property was sold to …
Birmingham City Council (202005797)
The complaint is about the landlord’s: Response to the resident’s concerns regarding cigarette smoke penetrating his property from the property below. Response to the resident’s concerns regarding the upkeep of the garden by the tenants from the property below. The Ombudsman has also considered the landlord’s complaint handling as part …
Clarion Housing Association Limited (202100430)
The complaint refers to: The landlord’s handling of repairs needed to the resident’s fence following damage caused by a neighbour. The landlord’s handling of the resident’s associated complaint.
Anchor Hanover Group (202006922)
The complaint is regarding: The landlord’s handling of the applicant’s request to be rehoused. The applicant’s concern that the landlord’s Allocations Policy discriminates against him. The landlord’s complaint handling.
Southwark Council (202008263)
The complaint is about the landlord’s response to the resident’s reports concerning:
Abri Group Limited (202006482)
The resident has complained about the landlord’s handling of repairs, in particular: Repairs to her front door. Repairs to an insecure electrical socket. Repairs to the door of a kitchen unit and a kitchen drawer. The resident has complained about the landlord’s handling of other repair and maintenance matters, including …
Clarion Housing Association Limited (202101750)
This complaint is about the landlord’s handling of: the resident’s reports of repairs needed at the property; the resident’s reports of mould growth to windows and kitchen pipework; the resident’s reports of rats entering his garden from a neighbour’s garden; the related complaint.
Hyde Housing Association Limited (202009363)
This complaint is about the landlord’s handling of: the resident’s reports of mould growth and a pest infestation in her property; the related complaint.
Southern Housing Group Limited (202008692)
The complaint is about: The landlord’s handling of the resident’s Right-to-Buy application for his property. The landlord’s handling of the associated complaint.
Hyde Housing Association Limited (202006592)
The complaint refers to the landlord’s handling of: The resident’s request for a replacement kitchen. The repairs needed to the resident’s kitchen. The resident’s concern that the landlord had authorised ‘illegal’ repairs to the kitchen. The associated complaint.
Hyde Housing Association Limited (202012406)
The complaint is about: The level of compensation offered to the resident for repair delays. The landlord’s complaint handling.
Southern Housing Group Limited (202108927)
The complaint is about: -
Wolverhampton City Council (202102875)
The complaint is about: The landlord’s response to the resident’s request for re-plastering walls in the property. The landlord’s handling of the resident’s complaint.
London & Quadrant Housing Trust (202103839)
The complaint concerns how the landlord dealt with: The resident’s reports of a water leak into her bathroom. Reports of disturbed asbestos in the roof tiles and pipework serving her property. The formal complaint into these matters.
Metropolitan Housing Trust Limited (202014988)
The complaint is about: The resident’s request for a refund of her rent and service charges. The landlord’s handling of the resident’s staircasing request. The landlord’s associated complaint handling.
A2Dominion Housing Group Limited (202005635)
The complaint is about: The landlord’s handling of the resident’s parking permit application. The landlord’s response to the resident’s concerns about Penalty Charge Notices (PCN’s) issued against her.
Bristol City Council (202012416)
The complaint is about the landlord’s response to the resident’s reports about:
Camden Council (202015151)
This complaint is about: a. Repairs which the landlord instructed in response to an ongoing noise dispute, and the delays to those repairs. b. The resident’s request to be re-housed c. The landlord’s complaint handling
Catalyst Housing Limited (202003611)
This complaint is about: The landlord’s handling of the resident’s transfer application. The resident’s request for a management transfer. The landlord’s record keeping.
CityWest Homes (201806551)
The complaint is about the landlord’s response to the resident’s reports of: Anti-social behaviour (ASB) at the property. Staff conduct. The landlord’s complaint handling and communication.
Hyde Housing Association Limited (202005388)
The complaint is about: The landlord’s handling of the resident’s bath replacement. The landlord’s complaint handling.
London & Quadrant Housing Trust (202003604)
This complaint is about: The landlord’s handling of issues with heating and hot water from the communal plant room. The landlord’s overall management of the servicing of the heat interface units (HIUs). The landlord’s decision to reintroduce a heating and water charge.
London & Quadrant Housing Trust (202014685)
This complaint is about the landlords handling of the resident’s: Reports of overgrown trees depositing debris in his garden. Reports of boiler repairs in October 2020. Request for assistance with the costs of home improvements/disability adaptations. Subsequent formal complaint. Reports of the effects the boiler and tree issues had on …
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)