Irwell Valley Housing Association Limited (202220172)
The complaint is about the landlord’s: response to the resident’s reports of a bad odour entering her property; response to the resident’s reports of poor staff conduct; 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 (202119820)
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). Allegations of ASB made against the resident. The resident’s related complaint. A request for the resident to remove his camera doorbell.
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.
Gateway Housing Association Limited (202214087)
The complaint is about: The landlord’s handling of the resident’s request for a chain let. The landlord’s handling of communications over future chain lets.
Sanctuary Housing Association (202010886)
The landlord’s handling of: The resident’s report of a leak at the property. The resident’s reports of window disrepair. The resident’s report of issues with her electric heaters. The resident’s report of noise transfer. The associated complaint.
Hightown Housing Association Limited (202102415)
The complaint is about: The landlord’s handling of the resident’s repair reports regarding the rear door and leak to the bath. The landlord’s handling of concerns raised by the resident about the conduct of the developer’s subcontractor. The related complaint.
Nehemiah United Churches Housing Association Limited (202222439)
This complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB) from a neighbour. The associated 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 …
Sanctuary Housing Association (202107616)
The complaint is about the landlord’s handling of: Repair issues reported by the resident in May and July 2021. The resident’s request for reimbursement for repairs she completed. The related complaint. The resident’s request for decoration vouchers offered in 2006 and 2010, and concerns about damage left by a previous …
Sanctuary Housing Association (202201710)
The complaint is about: The landlord’s administration of the resident’s service charge and rent account. The landlord’s handling of the resident’s request for arrears on her service charge and rent account to be waived. The associated complaint.
Sanctuary Housing Association (202204063)
The complaint is about the way the landlord responded to the resident's reports of: Rotten floorboards; Exposed gas pipes; An unsafe internal glazed door; Water ingress. This report will also look at the landlord’s complaint handling.
Hyde Housing Association Limited (202216852)
The complaint is about the landlord’s response to the resident’s: Reports of repairs to the property, including damp. Reports that the windows in the property were screwed shut. Reports of anti-social behaviour (ASB). Request for alternative accommodation. The Ombudsman has also considered the landlord’s complaint handling as part of the …
Shepherds Bush Housing Association Limited (202016023)
The complaint is about the landlord’s handling of the resident’s: Reported repairs and associated decant. Request to be moved on medical grounds. Request to be allocated a different point of contact. The Ombudsman has also investigated the landlord’s complaint handling.
Clarion Housing Association Limited (202116949)
The complaint is about the landlord’s handling of: The resident’s complaint that she had been discriminated against. Her management transfer. Repairs to a lift and the associated decant process. The Ombudsman has also considered the landlord’s complaint handling.
Trident Housing Association Limited (202108599)
The complaint is about the landlord’s: Handling of repairs to the resident’s property. Decision not to reimburse the resident for expenses incurred carrying out works to the property. Complaint handling.
Estuary Housing Association Limited (202017245)
The complaint is about the landlord’s handling of the resident’s reports of repairs to the property. This service has also considered the landlord’s complaint handling.
Hyde Housing Association Limited (202108054)
The complaint is about: the landlord’s response to the resident’s concerns about a contractor using the drive at her former property. the landlord’s response to the resident’s complaint about two missed appointments at her current property. the landlord’s handling of a repair to the resident’s guttering at her former property.
Irwell Valley Housing Association Limited (202217188)
The complaint is about the landlord’s handling of: Reports of water ingress, damp, and mould at the property The subsequent complaint.
Sanctuary Housing Association (202205675)
The complaint concerns: The landlord’s response to the resident’s application for staircasing. The landlord’s interpretation of the provisions of the resident’s lease. The landlord’s handling of the resident’s reports of a leak from the roof. The landlord’s handling of the complaint.
Clarion Housing Association Limited (202204728)
The complaint is about: The landlord’s handling of a complaint relating to the resident’s previous tenancy; The landlord’s response to the resident’s reports of its contractor causing damage to the property during planned works and leaving aspects of the work unfinished; The landlord’s response to the resident’s reports of loss …
Sanctuary Housing Association (202111250)
The complaint is about the landlord’s response to the resident’s: Reports of noise disturbance. Request to be transferred into a suitable property. Related complaint.
Together Housing Association Limited (202220628)
The complaint is about the landlord’s responses to: Snags in the property. The resident’s reports of anti-social behaviour (ASB) from a neighbour. The formal complaint.
Leeds Jewish Housing Association Limited (202012647)
The complaint is about the landlord’s response to the resident’s queries regarding: communal caretaker costs; alarm monitoring and warden services; payment of a support subsidy; apportionment of service charges for communal facilities; staff costs; water charges; backdated communal electricity charges; changes to warden duties; changes to services and charges; potential …
Railway Housing Association and Benefit Fund (202225070)
The complaint is about: The landlord's response to the resident's concerns about a staff member’s conduct during a fire-safety drill. The landlord's handling of the associated complaint.
Clarion Housing Association Limited (202201622)
The complaint is about the landlord’s response to the resident’s: Reports of a repair to the adjacent building. The related complaint handling. Objections to service charges relating to the repair.
Clarion Housing Association Limited (202120227)
The complaint is about the landlord's handling of the resident’s: Decants from the property between April 2021 and June 2021 and January 2022 and February 2022; Request for it to reimburse her for the costs incurred during the decants from the property; Reports about an ongoing rat infestation in the …
Hightown Housing Association Limited (202121975)
The complaint is about the landlord’s handling of: The concerns raised by the resident about the safety and condition of the property when she moved in via a mutual exchange. The associated complaint
Sanctuary Housing Association (202204936)
The leaseholder’s complaint is about the landlord’s response to her concerns about: Communal repairs. Communal service provision. The Ombudsman will also consider the landlord’s complaint handling.
Broadland Housing Association Limited (202125350)
The complaint is about the landlord’s: Handling of a report of antisocial behaviour (ASB) made against the resident. Retention and disclosure of an unsent letter about the report of antisocial behaviour. Use of its unreasonable complaints policy. Response to a request to change staff members dealing with the management of …
Guinness Housing Association Limited (202205434)
The complaint was about the landlord’s response to: The resident’s reports of damp and mould. The resident’s reports of antisocial behaviour (ASB). The resident’s reports of fly tipping. The resident’s concerns about the communal grounds maintenance and communal cleaning. The resident’s request to move. The Ombudsman will also consider the …
Sanctuary Housing Association (202207260)
The resident has complained about the landlord’s handling of: her request for operatives to wear new PPE during visits. her report that a streetlight in the car park was not giving sufficient lighting. her report of birds in the roof of the building and its impact on her, in particular, …
Guinness Housing Association Limited (202216676)
The complaint is about the landlord’s handling of the resident’s: reports of mould at the property. associated complaint.
Shepherds Bush Housing Association Limited (202120508)
The complaint is about the landlord’s: Handling of the works to remedy the faults found to the gas supply serving the block. Handling of the hot water cylinder installation to the resident’s flat. Response to the resident’s request to install an electric hob. Response to the resident’s queries regarding buy …
Clarion Housing Association Limited (202122932)
The complaint is about the landlord’s handling of damp reports and repair requests. The landlord’s handling of the related complaint.
Clarion Housing Association Limited (202205997)
This complaint is about the landlord’s handling of: The boiler replacement. Reports of mould within the property. The resident’s request for a replacement kitchen. The resident’s request for adaptations to a communal door. The associated complaint.
Shepherds Bush Housing Association Limited (202201412)
The complaint is about the landlord’s decision not to convert the loft, to provide an additional bedroom and bathroom for the resident’s son. The Ombudsman has also considered the landlord’s handing of the subsequent complaint.
Clarion Housing Association Limited (202123207)
The complaint is about the landlord’s handling of: A leak into the resident’s property from the flat above. The associated complaint.
Sovereign Housing Association Limited (202127436)
REPORT COMPLAINT 202127436 Sovereign Housing Association Limited 21 July 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 […]
Clarion Housing Association Limited (202201723)
The complaint is about the landlord’s handling of: The mutual exchange and associated issues regarding the condition of the property (garden, flooring in the hallway) following the exchange. Its communication regarding the resident’s rent increase. The complaint handling.
Clarion Housing Association Limited (202203264)
The complaint is about the landlord’s: handling of the resident’s reports of leaks from the property above, and; complaint handling.
Inquilab Housing Association Limited (202117243)
The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB); reports of her difficulties in making contact with it; request to move property and the associated record keeping; associated complaint.
Guinness Housing Association Limited (202124293)
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in her property. The landlord’s handling of the resident’s report of a defect in her bathroom. The landlord’s handling of the resident’s formal complaint.
Hyde Housing Association Limited (202116942)
The complaint is about: The landlord’s response to the resident’s concerns about its management of the sinking fund and repairs at the property. The landlord’s complaint handling.
Sanctuary Housing Association (202126016)
The complaint relates to the landlord’s handling of birds nesting and defecating on the resident’s balcony. This Service has also considered the associated complaint handling and offer of compensation.
Sandbourne Housing Association (202004362)
The complaint is about the landlord’s: Response to the Covid pandemic. Presence of staff onsite during the pandemic. Handling of the resident’s transfer application. Handling of the video taken of the resident. Handling of the complaint.
Clarion Housing Association Limited (202016549)
The complaint is about the landlord’s handling of: A mutual exchange. Repairs to the property and a pest infestation. The resident’s request for a management transfer to another property. The resident’s reports of anti-social behaviour. The resident’s complaint.
Clarion Housing Association Limited (202017611)
The complaint is about the landlord’s response to the resident’s: Report of damp and mould in the property on becoming the tenant. Concerns regarding an electrical inspection. Request for a copy of the tenancy agreement for the property. The Ombudsman has also considered the landlord’s complaint handling as part of …
Clarion Housing Association Limited (202106834)
REPORT COMPLAINT 202106834 Clarion Housing Association Limited 29 June 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
Hyde Housing Association Limited (202114946)
The complaint is about the landlord’s handling of: The resident’s concerns about the fire remediation works, including how long the works took to complete. The resident’s request for an EWS1 form. The resident’s concerns about the level of service charges. The landlord’s complaints handling.
Hyde Housing Association Limited (202206410)
The complaint is about: The landlord’s handling of repairs to a fence. The landlord’s response to the resident’s concerns about staff. 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)