Incommunities Limited (202207367)
The complaint is about the landlord’s handling of the resident’s reports of: Neighbours littering. A fence needing repair. Issues with her rent account. A noise nuisance.
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 (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 …
Longhurst Group Limited (202124154)
The complaint is about the landlord’s handling of: outstanding repairs to the property. a telephone call on 26 and 28 April 2022 regarding the rent account. The landlord’s complaint handling has also been investigated. The landlord’s knowledge and information management has also been investigated.
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 …
Clarion Housing Association Limited (202125633)
The complaint is about the landlord’s handling of: The administration of the resident’s service charge account after he staircased to 100% ownership of the property. The associated complaint.
Cottsway Housing Association Limited (202123463)
The complaint is about the landlord’s handling of: Repairs to the mains water pipe. Water quality concerns. Application of its permissions policy.
Jigsaw Homes Group Limited (202218579)
The complaint is about the landlord’s: Handling of the resident’s reports about antisocial behaviour (ASB). Handling of the resident’s reports about its officers’ conduct and behaviour. Implementation of its unreasonable behaviour policy. The Ombudsman has also considered the landlord’s complaint handling.
LiveWest Homes Limited (202227289)
The complaint is about:
Moat Homes Limited (202202483)
The complaint is about: The landlord’s response to the resident’s report of faulty wiring in the property at the time the electrical installation certificate was signed off. The landlord’s handling of the resident’s complaint.
Onward Homes Limited (202128639)
The complaint is about: The landlord's handling of the resident's enquiries regarding damage to a property within the building. The landlord’s handling of the resident’s complaint.
Salix Homes Limited (202227281)
The complaint is about the landlord’s: Handling of a waste pipe leak and follow-on works. Customer service and staff conduct. The Ombudsman has also investigated the landlord’s complaint handling.
Westward Housing Group Limited (202212521)
The complaint is about: The landlord’s response to the resident’s concerns about the temperature of the water and the water pressure. The associated complaint.
Bolton at Home Limited (202128095)
The complaint is about the landlord’s: Handling of repairs including damp and mould throughout the resident’s property. Response to the damage caused to household items at the property, the impact on her health and an injury sustained. Response to reports of fly-tipping and pest infestations at the property. The Ombudsman …
Cobalt Housing Limited (202121650)
The complaint is about the landlord’s handling of: the resident’s reports of racial anti-social behaviour (‘ASB’) from her neighbours. the resident’s concerns about racist language used in documents submitted to court. The Ombudsman also assessed the landlord’s complaint handling.
Curo Places Limited (202208607)
The complaint is about the landlord’s handling of: the repairs to the guttering the subsequent complaint.
One Housing Group Limited (202204964)
This is about the landlord’s response to the resident’s reports of: Communal repairs. A notice put up by a member of the landlord’s staff. Antisocial behaviour (ASB).
Paradigm Housing Group Limited (202210991)
The complaint concerns the following: The support provided to the resident as part of the licence agreement. The landlord’s response to the resident’s reports about staff behaviour. The landlord’s response to the resident’s anti-social behaviour reports. The landlord’s decision to permanently ban the resident’s partner from visiting the scheme. The …
Shepherds Bush Housing Association Limited (202213027)
The complaint is about the landlord’s response to the residents reports about: antisocial behaviour. a leak at an upstairs property a neighbour’s subletting. We have also investigated the landlord’s complaint handling.
Freebridge Community Housing Limited (202220143)
The complaint is about the landlord's handling of the resident's concerns about works following a mutual exchange. The Ombudsman has also considered the landlord’s complaint handling.
Hyde Housing Association Limited (202115290)
This complaint is about the landlord’s: Responses to the resident’s concerns about the cost of running his electric shower. Handling of repairs to the resident’s radiators, boiler, and toilet, and a bathroom leak. Response to the resident’s service complaint about a repair operative. Complaint handling.
Irwell Valley Housing Association Limited (202206371)
The complaint is about the landlord’s handling of: The resident’s request for it to replace flooring in her bathroom. The resident’s request for her bathroom to be renewed. The resident’s reports of anti-social behaviour (ASB). The resident’s transfer request. The associated complaint.
Longhurst Group Limited (202112139)
The complaint is about the landlord’s response to: The resident’s reports of outstanding repairs in the property. The resident’s reports of antisocial behaviour (ASB) about her neighbour. Reports of ASB it received about the resident. The resident’s request to be rehoused. The resident’s MP about her housing circumstances. This report …
Ongo Homes Limited (202209377)
The complaint is about the landlord’s handling of: The condition of the property when it was let. The resident’s report of repairs to the ceilings as well as damp and mould.
Southern Housing Group Limited (202205541)
The complaint concerns: The resident’s allegation that his share in the property was mis-sold due to the defect. The landlord’s handling of remedial works and the resident’s temporary move into alternative accommodation. The landlord’s handling of the associated complaint.
Home Group Limited (202125902)
This complaint is about the landlord’s handling of: The resident’s enquiries about her service charge. A repair to the resident’s shower. The resident’s complaint and its decision to retract an offer of extra compensation in relation to a broken vase.
Homes Plus Limited (202208259)
The complaint is about: the condition of the property when let; the landlord’s handling of repairs after the resident moved into the property, and; the provision of information about asbestos in the property.
Hyde Housing Association Limited (202200699)
The complaint is about: The landlord’s handling of repairs to the resident’s fence. Information provided by the landlord in relation to responsibility for fence repairs. The Ombudsman has also considered the landlord’s complaint handling.
Ongo Homes Limited (202212483)
This complaint is about the landlord’s response to: The resident’s reports of a faulty central heating system within the property. The resident’s request for repairs to the shed and query regarding its ownership. The resident’s reports about the conduct of the landlord’s staff member.
Places for People Group Limited (202201611)
The complaint is about the landlord’s: Handling and management of repairs to reinstate heating and hot water in the property. Response to the resident’s reports of outstanding repairs within the property. Response to the resident’s reports that the property was inaccurately advertised as a ground floor property. Provision of information …
Southern Housing Group Limited (202211551)
The complaint is about the landlord’s response to the resident’s concerns about: Communication regarding major works carried out to the block. The standard of works carried out to the roof, windows and paintworks within the major works programme. The decision to remove the rear balconies from the building and impact …
The Guinness Partnership Limited (202203209)
The complaint is about: The landlord’s response to the resident’s concerns about the standard to which tarmacking repairs have been completed. The landlord’s response to the resident’s service charge enquires, particularly concerning the service charges for external estate lights, playground repair/maintenance and air conditioning. The Service has also considered the …
Yorkshire Housing Limited (202126749)
The complaint is about the landlord’s: Administration of the resident’s rent account and explanation for the arrears. Handling of the associated complaint.
Orbit Group Limited (202125495)
The complaint is about the landlord’s responses to the resident’s: Concerns about the repairs and maintenance of the block. Concern that her email communication to the landlord was blocked. Queries concerning the service charges. The investigation also considered the landlord’s handling of the complaint.
Christian Action (Enfield) Housing Association Limited (202200500)
The complaint is about: The landlord’s handling of reports of damp and mould. The landlord’s handling of the resident’s request for compensation in recognition of damaged belongings.
The Guinness Partnership Limited (202200312)
The complaint is about the landlord’s: Response to the resident’s reports of ASB. Response to the residents reports of services paid for via the service charge. Increase of the service charge. Complaint handling.
Wandle Housing Association Limited (202009428)
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Request for new windows. Concerns about a named staff member.
Home Group Limited (202209670)
The complaint is regarding; The standard of remedial works carried out by the landlord. The length of time taken to resolve the leak. The landlord’s handling of repairs to the resident’s bathroom flooring, kitchen ceiling and wall units. The landlord’s complaints handling.
Moat Homes Limited (202118354)
The complaint is about the landlord handling of: The resident’s reports of abandoned cars in the communal car park. The resident’s reports of antisocial behaviour (ASB) from his upstairs neighbour. This Service has decided to consider the landlord’s complaint handling.
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 …
Clarion Housing Association Limited (202128331)
The complaint is about: The landlord’s handling of the resident’s enquiries in relation to the sale of her property. The landlord’s complaint handling.
GreenSquareAccord Limited (202209533)
The complaint is about the landlord’s response to: Repairs to the lounge ceiling following a leak from a neighbour’s bathroom that occurred in 2019. Requests for the reimbursement/replacement of wallpaper which was reported to have been damaged when ceiling repairs were completed in 2019. The resident’s request for compensation for …
Innisfree Housing Association Limited (202127950)
The complaint is about: The landlord’s handling of the resident’s reports of nuisance and antisocial behaviour (ASB) following its decision to allow neighbours to keep dogs in their property. The landlord’s handling of allegations of ASB made against the resident. The landlord’s response to the resident’s concerns about its decision …
The Guinness Partnership Limited (202216904)
The complaint is about the landlord’s response to: The resident’s reports of a bed bug infestation ; Concerns the resident raised about the housing scheme’s letting criteria; The resident’s reports of antisocial behaviour (ASB). This report will also look at the landlord’s: Complaint handling; Record keeping.
Your Housing Limited (202207446)
The landlord’s response to the resident’s reports of: Repairs to the communal areas of the site. The associated complaint.
Onward Homes Limited (202224533)
The complaint is about the landlord’s response to the resident’s. Request for information regarding asbestos in her property and the communal area of her building. Report of block drains and a damaged manhole cover.
Clarion Housing Association Limited (202212429)
The complaint is about the landlord’s: handling of repairs to living room flooring and staircase; decision not to replace the internal door architraves to the living room, bathroom and bedrooms; handling of the complaint.
Clarion Housing Association Limited (202226981)
The complaint in about the landlord’s handling of: The resident’s decant. The gas safety checks at her property. The resident’s reports of leaks, damp and mould, and the subsequent repairs. The associated complaint. The resident’s compensation payment. The Ombudsman has also investigated the landlord’s record keeping.
Midland Heart Limited (202228118)
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB) from her neighbour. Complaint handling.
Richmond Housing Partnership Limited (202126432)
The complaint is about the landlord’s response to the resident’s concerns about: The lack of a designated parking space. The lack of suitable recycle bins at the property. Issues with the communal entrance system. The lack of access to the managing agent’s portal system. The report has also considered: The …
The Guinness Partnership Limited (202127772)
The complaint is about: The landlord's handling of the resident's service charge account and request for service charge breakdowns. The increase in service charges and their reasonableness, including communal water and management fees. The landlord’s response to the resident’s complaint about the standard of cleaning services provided. Complaints 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)