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.
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
London Borough of Harrow (202207870)
The complaint is about: Pigeon proofing works at the property. The landlord’s handling of flooring works, carried out as part of major works. The landlord’s handling of the resident’s complaint.
Camden Council (202222842)
The complaint is about the landlord’s response to the resident’s various repair requests including: Electric socket for a fridge-freezer. Communal lighting. Leak affecting the external wall behind the toilet. Communal door. Blocked external drain affecting the kitchen. Extractor fan in the kitchen. Toilet overflow. Fence panel. The landlord’s response to …
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.
Islington Council (202126288)
The complaint is about the landlord’s handling of: The resident’s mutual exchange. Repairs to the external doors. Repairs to the rear garden wall. Repairs to the electrical socket in the basement. Repairs to the windows. The resident’s reports of dampness in the property. The resident’s concerns about the render and …
Islington Council (202222432)
The complaint is about: The landlord's response to: Repairs to paving slabs. Electrical repairs. Reports of a leak and associated works. The landlord’s complaint handling. The Ombudsman has also investigated the landlord’s response to the resident’s request for reasonable adjustments.
London Borough of Islington (202212645)
The complaint is about the landlord’s handling of: The implementation of fire safety measures, including how it conducted a fire risk assessment (FRA). The resident’s residency check as part of a tenancy audit. The resident’s reports of a roof leak. The resident’s reports of anti social behaviour (ASB). The resident’s …
London & Quadrant Housing Trust (L&Q) (202201626)
The complaint is about the landlord’s handling of: a roof leak and associated damp and mould. reports of loose floorboards. replastering work. and the associated complaint.
London & Quadrant Housing Trust (L&Q) (202220260)
The compliant is about the landlord’s handling of: The resident’s transfer application. The formal complaint.
Metropolitan Thames Valley Housing (MTV) (202227030)
The complaint is about the landlord's handling of: The resident’s reports of heating and hot water problems in the property. The resident’s reports of damp and mould.
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.
Notting Hill Genesis (NHG) (202125186)
The complaint concerns the following: The landlord’s management of estate services. The charges relating to the provision of services. the landlord’s complaint handling.
Notting Hill Genesis (NHG) (202224771)
The complaint is about: The landlord’s handling of the resident’s queries and comments in relation to a service charge consultation. The landlord’s complaints handling.
Optivo (now Southern Housing) (202206632)
The complaint is about the landlord’s handling of: The resident’s request for reimbursement of his service charge. The resident’s reports regarding communal repairs. The associated complaint.
Optivo (now Southern Housing) (202221560)
The complaint is about the landlord’s: Handling of works in communal areas. Sharing of the resident’s personal data with its contractor. 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 …
Sanctuary Housing Association (202123697)
This complaint is about the landlord’s: Handling of the resident’s reports of inadequate hot water to the shower. Handling of repairs to the windows in the resident’s property. Response to the resident’s reports that they had put door locks on. Response to the resident’s reports of mismatched window handles in …
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.
Tower Hamlets Community Housing (202126826)
The complaint is about: The landlord’s handling of the resident’s request that it enforce the terms of the lease at a neighbouring property. The landlord’s handling of the related complaint
Wigan Council (202206583)
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
Camden Council (202004368)
The complaint is about the resident’s reports concerning the landlord’s: Offer of compensation to settle a legal disrepair claim. Consideration of a request for a refund of the social sector size criteria (bedroom tax) while the landlord carried out repairs in 2018 to 2019. Delays in carrying out repairs to …
London & Quadrant Housing Trust (L&Q) (202117419)
The complaint is about: The landlord’s handling of the resident’s reports of noise nuisance, antisocial behaviour (ASB), and harassment. The landlord’s response to the resident’s reports of damp and mould in the property. The landlord’s complaint handling and the landlord’s decision to offset compensation paid to the resident against rent …
Sanctuary Housing Association (202205192)
The complaint is about: The landlord’s response to the resident’s reports of health concerns following a fire in the bin store. The landlord’s response to the resident’s reports of a smoke odour affecting her property and belongings. The landlord’s response to the resident’s request to move out of the property …
Southern Housing Group Limited (202201095)
The complaint is about: The landlord’s handling of complaints about a contractor. The landlord’s response to the resident’s reports of creaking floorboards. This Service has also investigated the landlord’s complaint handling and the level of compensation offered.
South Tyneside Council (202126406)
The complaint is about the landlord's response to the resident’s: Concerns about being rushed to take up the tenancy of the property. Reports about the condition of the property upon letting. Concerns about the handling of the outstanding repairs and the decant. Reports of damp and mould in the property. …
Southwark Council (202200348)
This complaint is about the landlord’s: Response to the resident’s various concerns around service charges; Complaint handling.
Aster Group Limited (202228755)
REPORT COMPLAINT 202228755 Aster Group Limited 27 October 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. […]
Camden Council (202205170)
The complaint is about the landlord’s response to the resident’s: reports of subsidence; request for repairs: to the boiler to the electrics to broken windows reports of anti-social behaviour; request for rehousing; handling of the associated complaint.
Flagship Housing Group Limited (202200146)
The complaint concerns the landlord’s handling of: The resident’s reporting of anti-social behaviour. The resident’s request for a property move. This report has also considered: The landlord’s complaints handling. The landlord’s record keeping.
Lambeth Council (202219308)
REPORT COMPLAINT 202219308 Lambeth Council 27 October 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 […]
Orbit Group Limited (202203675)
The complaint is about the landlord’s handling of the resident’s: Reports of repairs required in the property including cold floors, cold walls and issues of damp and mould. Report concerning flooring coverings and that the landlord had fitted non-matching tiles in the kitchen in 2018 that the resident was not …
Places for People Group Limited (202205664)
The resident’s complaint is about the landlord’s handling of:
Sanctuary Housing Association (202205092)
The complaint is about the landlord’s:
Aspire Housing Limited (202224728)
The complaint is about the landlord’s: Response to the resident’s reports of repairs required at the former property. The landlord’s management of the rent account. Response to the resident's reports of issues encountered during the removal of her items from the former property. Handling of outstanding repairs at the current …
Bournemouth, Christchurch and Poole Council (202202655)
The complaint is about: The landlord's response to the resident’s reports of domestic abuse and anti-social behaviour (ASB). The landlord's response to the resident’s request to be rehoused.
West Kent Housing Association (202225004)
The complaint is about: the landlord’s handling of reports of damp and mould in the property. the landlord’s response to a request for temporary rehousing during works. This investigation has also considered the landlord’s complaint handling including the landlord’s response to a request for compensation.
Camden Council (202220378)
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in her property. Rehousing application. The Ombudsman has also considered the landlord’s complaint handling.
Lambeth Council (202225436)
The complaint is about the landlord’s response to the resident’s:
Eastbourne Borough Council (202213599)
The complaint is about the landlord’s: response to the resident’s concerns about multiple property moves prior to her latest move; response to the resident’s concerns about the conduct of her previous housing officer; response to the resident’s concerns about incorrect information being supplied about the number of bedrooms in her …
Haringey London Borough Council (202120142)
The complaint is about the landlord’s handling of the resident’s reports of: Antisocial behaviour. Noise from the neighbour’s toilet. We have also considered the landlord’s complaint handling.
Hyde Housing Association Limited (202101398)
The complaint is about the landlord’s: handling of the mutual exchange process; response to the resident’s reports that her boiler was not working properly; response to various reports of outstanding repairs at the property; decision not to replace the kitchen in the property; handling of the complaint including the level …
Peabody Trust (202224901)
The complaint is about the landlord’s response to: The resident’s reports of mice in the property. The resident’s reports of damp and mould. This report has also considered the landlord’s knowledge and information management as well as its handling of the associated complaint.
Clarion Housing Association Limited (202105436)
The complaint is about the landlord’s: Handling of leaks and associated repairs, damp and mould. Handling of the resident’s decant. Complaint handling.
Clarion Housing Association Limited (202215358)
The complaint is about the landlord’s handling of: Repairs to the property. The associated formal complaint.
Curo Places Limited (202220980)
The resident’s complaint is regarding the landlord’s: response to the resident’s concerns about the condition of the garden. complaints handling.
East Midlands Housing Group Limited (202210779)
The complaint is about the landlord’s handling of the resident’s reports about: its contractor’s conduct. repairs to her boiler and radiators. repairs to her kitchen and bathroom. Repairs to her toilet. The Ombudsman has also considered the landlord’s complaints handling.
Metropolitan Thames Valley Housing (MTV) (202123896)
The complaint is about the landlord’s: Handling of repairs to a leak into the kitchen. Response to the resident’s request for a transfer and reports of noise from neighbours. The Ombudsman has also considered the landlord’s: Handling of the complaint. Record keeping.
A2Dominion Housing Group Limited (202201569)
The complaint is about the landlord’s handling of the resident’s: request for information about the actual service charges for 2020-21; concerns about the amount he was being charged for services, and the consultation process for non-essential services; associated complaint.
Lambeth Council (202223296)
The complaint is about: The installation and suitability of the kitchen installed by the landlord. The landlord’s installation of a toilet purchased by the resident. The landlord’s painting of the water closet. The behaviour of the landlord’s contractors. The associated 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)