Metropolitan Thames Valley Housing (MTV) (202316191)
The complaint is about the landlord’s response to the resident’s concerns about staff behaviour. The landlord’s complaint handling is also considered.
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
Poplar Housing And Regeneration Community Association Limited (202331524)
The complaint is about the landlord’s handling of the resident’s: Reports about communal lighting. Reports of leaks, damp and mould, and associated repairs. Reports of a pest infestation. Complaint.
Poplar Housing And Regeneration Community Association Limited (202341674)
The complaint is about the landlord’s handling of: A loss of heating and hot water. Lift repairs. The resident’s concerns that his front door was not secure. Repairs to the toilet. Repairs to the bathroom. Discretionary repairs. This report also considers the landlord’s handling of the resident’s complaint.
Sovereign Network Group (202340976)
The complaint is about the landlord’s: Handling of a payment from an insurance claim in 2023. Response to repair issues raised after 21 June 2024, including: The resident’s request for a temporary decant in September 2024. Reports of rotten windows. The communal area smelling of sewage. The communal area having …
Stonewater Limited (202310119)
The complaint is about the landlord’s handling of service charge queries. The Ombudsman has also considered the landlord’s complaint handling.
Brighter Places (202406094)
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The resident’s request for a permanent decant. Arranging a quotation appointment with its contractor. The associated complaint.
Islington Council (202336503)
The complaint is about the landlord’s handling of: Repairs to the building which caused water ingress to the resident’s property in 2023. Repairs to the building which caused water ingress to the resident’s property in 2024.
Poplar Housing And Regeneration Community Association Limited (202307090)
The complaint is about the landlord’s communication on rent increases and rent arrears. The Ombudsman is also investigating the landlord’s handling of the complaint.
Sanctuary Housing Association (202218853)
The complaint is about the landlord’s handling of reports of a leak from the above property, and the associated repairs. The Ombudsman has also considered the landlord’s: Complaint handling. Record Keeping
Gateshead Metropolitan Borough Council (202315737)
The complaint is about the landlord’s handling of: The resident’s request under the Freedom of Information Act 2000. The resident’s reports of leaks, damp, and mould in the property. The landlord’s complaint handling has also been considered.
GreenSquareAccord Limited (202226726)
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) caused by a neighbour. Associated complaint.
Rotherham Metropolitan Borough Council (202316705)
The complaint is about the landlord’s decision to repair the living room windows and not replace them. This Service has also investigated the landlord’s complaint handling.
Nottingham Community Housing Association Limited (202315244)
The complaint is about: An increase in the resident’s service charge. The landlord’s response to the resident’s report of a fault with the communal lighting in her block.
Bournemouth, Christchurch and Poole Council (202232665)
The complaint is about the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB). Concerns about staff conduct. This Service has also considered the landlord’s complaint handling.
Connexus Homes Limited (202311069)
The complaint is about the landlord’s handling of the resident’s reports that: A tile had come off the roof. The tile had broken her car windscreen and she wanted compensation for this. She had concerns about a staff members conduct. The Ombudsman has also investigated the landlord’s complaint handling.
Islington Council (202303962)
The complaint is about the landlord’s response to the resident’s: Concerns regarding the condition of the property on letting. Reports of damp and mould. Request for compensation for damage to her personal belongings and energy bills. The Ombudsman has also considered the landlord’s complaint handling as part of the assessment.
London Borough of Hackney (202342205)
The complaint is about: the impact of repair issues on the resident’s household’s health. the landlord’s handling of: repairs to resolve water ingress to the front door and the request for a bath to be installed. damp and mould repairs. We have also considered the landlord’s: complaint handling. record keeping.
Peabody Trust (202300324)
The complaint is about the landlord’s: Offer of compensation to the resident. Handling of the resident’s complaint.
Sanctuary Housing Association (202327534)
The complaint is about the landlord’s handling of: The installation of loft insulation and the resident’s request for a new front and back door. The associated complaint.
Sanctuary Housing Association (202418136)
The complaint is about the landlord’s handling of: Repairs to a bedroom window. Reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
Aster Group Limited (202305562)
The resident’s complaint is about the landlord’s handling of: Defect repairs. Her concerns about the location of a radiator. Bathroom adaptations.
Brighton and Hove City Council (202322679)
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The resident’s complaint.
Lambeth Council (202320004)
The complaint is about an unannounced visit by landlord staff to the resident’s property. The Ombudsman has also considered the landlord’s complaint handling.
Midland Heart Limited (202409630)
The complaint is about the landlord’s: Handling of the resident’s reports of damp and mould. Response to the resident’s reports that it had disposed of her personal belongings. Complaint handling.
Richmond Housing Partnership Limited (202301389)
The complaint is about the landlord’s handling of: Works to make good the resident’s property following a burst water pipe. The resident’s temporary accommodation. Arrangements to organise storage for the resident’s personal belongings. The resident’s request for reimbursement of the costs she incurred as a result of the burst water …
Southern Housing (202218618)
The complaint is about the landlord’s response to the resident’s: Reports of cracks in the hallway. Concerns about the decking in the garden. Reports of repairs to the garden fence, wall, and gate. Reports of repairs to the guttering. Concerns about the boiler flue and pergola roof. Request for compensation …
Tower Hamlets Homes (202114805)
This complaint is about: The landlord’s intention to increase the service charge at the property. The landlord’s handling of resident’s request for compensation for no heating in his property between 18 October 2022 and 3 March 2023. The landlord’s decision to delay its internal review of its compensation policy. The …
Broadacres Housing Association Limited (202313562)
The complaint is about the landlord’s handling of the resident’s concerns about: Parking arrangements. Staff conduct.
Clarion Housing Association Limited (202231459)
The complaint is about the landlord’s response to the resident’s: Complaint about damage caused to his kitchen. Concerns about his son being removed from his tenancy. Request to transfer from a joint to sole tenancy. Concerns about its administration of his rent account. Concerns about harassment by the landlord. The …
Haringey London Borough Council (202313487)
The complaint is about the landlord’s handling of: Window repairs. Anti-social behaviour reports.
Hexagon Housing Association Limited (202304248)
The complaint is about the landlord’s handling of: Repairs to the balcony. The resident’s request for reasonable adjustments. The associated complaint.
London & Quadrant Housing Trust (202319709)
The complaint is about the landlord's handling of the resident's concerns that contractors had disposed of her personal belongings. The Ombudsman has also considered the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202304010)
The complaint is about: The increase in the resident’s service charge in 2024. The landlord’s response to the resident’s report of having no electricity. The landlord’s response to the resident’s concern about the communal front door. The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s complaint …
Paragon Asra Housing Limited (202409408)
The complaint is about:
Together Housing Association Limited (202234002)
The complaint is about the landlord’s: Response to the resident's request for it to rehouse her due to overcrowding and repairs. Handling of the resident's reports of rats in the property. Complaint handling.
Hyde Housing Association Limited (202319405)
The complaint is about the landlord’s: Response to the resident’s concerns about asbestos works. Complaints handling.
Leeds City Council (202347607)
The complaint is about the landlord’s handling of the resident’s: Concerns about the communication with the Adult Social Care team. Housing application. Reports of repairs to the toilet and rear door. Reports of antisocial behaviour (ASB), specifically noise nuisance.
LiveWest Homes Limited (202310745)
The complaint is about the landlord's handling of the resident's reports of: Antisocial behaviour (ASB). Noise and vibration from the neighbouring property. Issues with the ventilation system and noisy pipes.
Notting Hill Genesis (NHG) (202422923)
The complaint is about the landlord’s handling of: Repairs including works to remedy damp and mould, snagging issues in the bathroom, the installation of a double radiator in the bedroom, pipes under the kitchen sink and several lights in the property not working. The replacement of damaged and missing items. …
Southwark Council (202306966)
This complaint is about the landlord’s response to the residents reports of: An incident in May 2020 in which her son had fallen out of a window. Antisocial behaviour (ASB) by her downstairs neighbour.
West Kent Housing Association (202333042)
The resident has complained that the landlord missed an appointment to inspect damp and mould in her home. The Ombudsman has also assessed the landlord’s complaint handling.
Bromford Housing Group Limited (202314418)
The complaint is about the landlord’s handling of: Damp and mould and window repairs at the resident’s property. The reimbursement of the resident’s damaged belongings. Fire safety concerns including cladding. Concerns about the communal areas including the outside space and anti-social behaviour. The associated complaint.
Chelmer Housing Partnership Limited (202328124)
This complaint is about the landlord’s handling of the resident’s: Reports of property repairs. Concerns about communication about his rent.
Great Yarmouth Borough Council (202405474)
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Temporary move. The Ombudsman has also considered the landlord’s record-keeping.
Sanctuary Housing Association (202303854)
This complaint is about the landlord’s response to the resident’s reports of: A leak from a radiator and the loss of heating and hot water. Issues with the electricity to the upstairs of her property. A leak from her roof. Damp and mould in her property and her concerns that …
Peabody Trust (202302854)
The complaint is about the landlord’s response to the resident’s reports of having no heating or hot water between 8 January 2023 and 21 March 2023. The Ombudsman has also considered the landlord’s complaint handling.
Southern Housing (202300442)
The complaint is about the landlord’s handling of: The management of the resident’s rent account. The resident’s concerns about poor staff communication. The Ombudsman has also considered the landlord’s complaint handling.
Babergh District Council (202318473)
The complaint is about:
Clarion Housing Association Limited (202405178)
The complaint is about the landlord’s handling of the resident’s concerns regarding asbestos in the property. The Ombudsman has also considered the landlord’s complaint handling.
Homes Plus Limited (202318747)
The complaint is about the landlord’s handling of the resident’s report of: Defects and concerns about the property after she moved in. Alleged discrimination.
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)