Wiltshire Council (202108732)
The complaint is about The level of service charge demanded by the landlord following a roof repair. The landlord’s response to the leaseholder’s report of a broken roof tile.
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
Longhurst Group Limited (202200741)
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The resident’s reports about the heating at the property. The resident’s request for a decant (temporary move). The resident’s application for a property transfer.
A2Dominion Housing Group Limited (202107046)
The complaint concerns the landlord’s handling of: Reports of faulty electrics at the property. Reports regarding the communal and bin doors being broken and accessed by non-residents. The related complaint.
London Borough of Ealing (202103780)
The complaint was about: The landlord’s response to the resident’s reports of remedial works following a leak to the boiler. The landlord’s response to the resident’s reports of a faulty boiler. The landlord’s response to the resident’s reports of overflowing guttering. The landlord’s response to the resident’s reports of damage …
Onward Homes Limited (202013668)
The complaint is about: The landlord’s handling of repairs to the property’s gate following a burglary. The landlord’s response to the resident’s reports about her boiler. The landlord’s response to the resident’s request for additional security measures and a management move. The landlord’s response to the resident’s reports of damp …
Southwark Council (202125200)
The complaint is about the landlord’s: response to the resident’s reports of repairs to the electrics and its impact on the resident’s ability to work; complaints handling.
Notting Hill Genesis (NHG) (202108980)
The complaint is about the landlord’s: Response to the resident’s reports of leaks into the property. Complaint handling.
Lambeth Council (201907909)
The complaint is about the landlord’s handling of: Damp in the resident’s property and the length of time taken to complete repairs. The resident’s enquiries about a service charge bill.
Lambeth Council (202005612)
REPORT COMPLAINT 202005612 Lambeth Council 2 February 2023 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 is […]
Places for People Homes Limited (202012396)
The complaint is about: The level of compensation offered by the landlord in response to the concerns raised about the windows in the property. The landlord’s complaints handling.
Clarion Housing Association Limited (202102330)
REPORT COMPLAINT 202102330 Clarion Housing Association Limited 2 February 2023 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. […]
Flagship Housing Group Limited (202001300)
The complaint is about the landlord’s handling of the resident’s reports of: The smell of petrol fumes from his neighbour’s property. Noise nuisance.
London & Quadrant Housing Trust (202104577)
This complaint is about the landlord’s: Response to the resident’s reports of back surging sewage in the property; Complaint handling.
Midland Heart Limited (202200019)
The complaint is about the landlord’s: handling of the resident’s reports of repairs to her porch roof, leaks inside her property, and hanging wires; complaints handling.
Clarion Housing Association Limited (201915325)
This complaint is about the landlord’s handling of: The replacement of tiles in the resident’s kitchen. Works to the resident’s garden and fence.
Gentoo Group Limited (202200176)
The complaint is about the landlord’s handling of: Report of repair issues to the roof. Report of repair issues to patio doors. Report of repair issues to windows. The resident’s request for compensation for redecoration following fire place removal. The resident’s report of damage to the fencing. The formal complaint.
Longhurst Group Limited (202202236)
The complaint is about: The landlord’s response to the resident’s request to be reimbursed for increased water bills following a leak. The landlord’s complaint handling.
Wandle Housing Association Limited (202200372)
The complaint is about: The size of the replacement toilet provided by the landlord. The associated complaint.
Barking and Dagenham Council (202112565)
This complaint is about the landlord’s: Handling of the resident’s application for a landlord licence; Response to the resident’s concerns about its administration of a major works notification and service charges; complaint handling.
Notting Hill Genesis (202117181)
The complaint is about the landlord’s handling of: The resident’s reports of issues with the heating and hot water. The associated complaint handling.
Onward Homes Limited (202120506)
The complaint is about the landlord’s handling of: The resident’s reports of a faulty washing machine, and request for a smart meter. The associated formal complaint.
Metropolitan Thames Valley Housing (202107086)
This complaint is about the landlord’s handling of: the resident’s report of an incident that included threats made to her household; the resident’s request to be moved; repairs to a communal front door.
Adur District Council (202109633)
The complaint is about the landlord’s response to: The resident’s report of the neighbour’s cat fouling and items left in the communal stairwell. The resident’s report of Anti-Social Behaviour by the neighbour’s grandson. The associated complaint.
Royal Borough of Kensington and Chelsea (202121850)
The resident complains about the landlord’s handling of:
East Riding of Yorkshire Council (202128382)
The complaint is about the landlord’s: response to the resident’s concerns that the property was incorrectly advertised as having access to a driveway; reimbursement and communication of its goodwill offer relating to application fees.
Cornwall Housing Limited (202200208)
The complaint concerns: The level of compensation offered by the landlord due to its handling of repairs following a burst water main at the resident’s home, and the disruption caused by follow on remedial works. The landlord’s complaint handling.
Paragon Asra Housing Limited (202127664)
The complaint is about: The resident’s concerns about visits made to their property by the landlord. The landlord’s handling of repairs to the resident’s porch. The landlord’s handling of the associated complaint.
Royal Borough Of Greenwich (202200574)
The complaint is about:
The Riverside Group Limited (202114071)
The complaint is about: The landlord’s handling of the resident’s annual gas service. The landlord’s handling of radiator repairs. The landlord’s administration of the resident’s rent account. The landlord’s communication and complaint handling. Staff entering the resident’s home without permission. The landlord’s handling of and response to the resident’s request …
Vivid Housing Limited (202118947)
The complaint is about: The landlord’s response to the resident’s requests for it to replace damaged flooring and cupboards at his property following a leak there. The landlord’s response to the resident’s requests to replace the turf in his property’s gardens due to the condition that this was installed in …
Waltham Forest Council (202127241)
The complaint is about the landlord’s handling of: The resident’s reports of damage to his flooring. The associated complaint.
Blackpool Council (202124721)
The complaint is about the landlords response to the resident’s: concerns about a risk marker placed on his tenancy file; reports of repair works to his boiler and plastering of his kitchen wall.
Habinteg Housing Association Limited (202008560)
The complaint is about the landlord’s: Response to the resident’s reports that her taps and shower were not working properly. Complaint handling.
Livv Housing Group (202125700)
The complaint concerns how the landlord: responded to the resident’s reports of a leak in the property. how it handled the associated repairs.
Connect Housing Association Limited (202012071)
The complaint is about the landlord’s handling of the resident’s reports of: A gas leak that impacted the residents health. The length of time it took to repair the heating and hot water system. Damp issues. The conduct of the Landlord’s contractors. Resident’s request to have her daughter or son …
Hyde Housing Association Limited (202126119)
The complaint is about: the landlord’s handling of repairs to the resident’s bathroom including, amongst others: replacement of the radiator, re-tiling, installing the resident’s new toilet. the landlord’s handling of the resident’s complaint.
Clarion Housing Association Limited (201916107)
The complaint is about: The landlord’s handling of repairs to the guttering and downpipes at the resident’s property and the compensation offered for delay. The landlord’s response to the concerns raised about internal damage to the resident’s property. The landlord’s administration of the resident’s service charge. The landlord’s complaints handling.
Metropolitan Thames Valley Housing (202122065)
The complaint is about the landlord’s handling of: The resident’s reports of faulty television aerial sockets. The associated complaint.
London Borough of Hackney (201715166)
The resident’s complaint is about the landlord’s handling of repairs and his complaint.
Tower Hamlets Homes (202120234)
The complaint is about the landlord’s handling of: Repairs to the resident’s heating. The associated complaint.
Southwark Council (202102649)
The complaint is about the landlord’s handling of: The resident’s housing application. A pest infestation in the resident’s property. The resident’s reports of unacceptable staff conduct demonstrated by the Housing Officer.
Eastbourne Borough Council (202112042)
The complaint is about: The landlord’s handling of repairs to the guttering at the resident’s property and its response to the resident’s reports of damp and mould. The landlord’s handling of the installation of a kitchen extractor fan. The landlord’s complaints handling.
Paragon Asra Housing Limited (202106939)
The complaint is about the landlord’s handling of: Repairs to the resident’s property. The resident’s request to be rehoused, including whether the landlord has considered her vulnerabilities when assessing whether she should be rehoused. An infestation of pests.
The Guinness Partnership Limited (201909566)
The complaint is about the: The landlord’s handling of the resident’s reports about her neighbour throwing food in the garden which attracted pests and vermin. The landlord’s complaint handling.
The Guinness Partnership Limited (202126272)
The complaint concerns how the landlord handled the replacement of an extractor fan in the bathroom of the property. The Ombudsman has also considered the landlord’s complaint handling in relation to the resolution it offered.
A2Dominion Housing Group Limited (202120037)
The complaint is about: the compensation offered to the resident by the landlord for the loss of heating and hot water. the landlord’s handling of the resident’s complaint.
Haringey Council (202100487)
The complaint is about the landlord’s response to: The resident’s reports of anti-social behaviour. The resident’s request for a sound-proofing assessment. The resident’s request for rehousing.
London & Quadrant Housing Trust (202016578)
The complaint is about the landlord’s response to the resident’s reports about: Leaks. Lifts. Complaint handling.
Nottingham City Homes Registered Provider Limited (202009510)
The complaint is about the landlord’s: Handling of the resident’s concerns about the condition of the property including her understanding that it was in a noise-controlled area. Handling of the resident’s reports of various repair issues including those relating to the heating system (including the radiators), front and rear doors, …
Paragon Asra Housing Limited (202109830)
The complaint concerns: How the landlord handled the cleaning of the carpet in the communal area of the building following a report from the resident. The associated formal complaint into this matter.
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)