London Borough of Hounslow (202322192)
The complaint is about the landlord’s handling of: Reports of a loss of hot water. The resident’s complaint.
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
Notting Hill Genesis (202304483)
The complaint is about the landlord’s handling of the resident’s concerns about: Errors in the billing of service charges. The level of service charges. We have also investigated the landlord’s complaint handling.
Southern Housing (202324807)
The complaint is about the landlord’s: Handling of concerns about grounds maintenance. Handling of concerns about parking. Handling of reports of mould at the property. Complaint handling.
Hyde Housing Association Limited (202330308)
This complaint is about the landlord’s handling of: The resident’s reports of high energy usage following the installation of a new heating system in August 2022. The resident’s reports of high energy usage following the installation of storage heaters in April 2024. The resident’s complaint about a guttering repair.
London Borough of Islington (202338740)
This complaint is about the landlord’s handling of: the resident’s concerns about insurance claims. the resident’s concerns about a service charge increase. the resident’s reports of a leak affecting the property and subsequent internal damage. This Service has also investigated the landlord’s handling of the associated complaint.
London & Quadrant Housing Trust (202310740)
The complaint is about the landlord’s handling of reports about: the central heating system; leaks and associated repairs; the external fan to the bathroom; and bedroom window frames. We have also considered the landlord’s handling of:
Peabody Trust (202311449)
The complaint is about the landlord’s: Response to the resident’s reports of a burglary at the property. Complaint handling.
Sanctuary Housing Association (202412636)
The complaint is about the landlord’s handling of: Repairs to a leak. The associated complaint.
Women’s Pioneer Housing Limited (202305090)
The complaint is about: The landlord’s handling of the resident’s reports of problems with the heating system and thermostat. The landlord’s handling of the associated complaints.
Clarion Housing Association Limited (202216394)
The complaint is about the landlord’s response to the resident’s: Report of a leak. Request: That it buy back his property. For information relating to his property. The Ombudsman has also considered the landlord’s complaint handling.
Newlon Housing Trust (202303556)
The complaint is about the landlord’s handling of the resident’s: Concerns about the safety and security of the communal bin stores. Associated complaint.
Places for People Group Limited (202220704)
This complaint is about the landlord’s response to: The resident's reports of repairs to their bathroom. The resident’s concerns that the communal gardens and bin areas were not being regularly maintained and fly tipping. The resident’s concerns about the standard of the communal cleaning at their block. This complaint is …
Stonewater Limited (202413590)
The complaint is about the landlord’s handling of the resident’s reports of: Faults with the storage heaters and the time taken to replace them. Damp and mould and associated repairs. We have also considered the landlord’s complaint handling.
The Guinness Partnership Limited (202341163)
The complaint is about the landlord’s handling of the resident’s: Reports of an electrical house fire. Associated complaint.
Vivid Housing Limited (202310709)
The complaint is about: The landlord’s handling of the resident's request to move. The landlord's handling of the resident's complaint.
Hexagon Housing Association Limited (202230605)
The complaint is about the landlord’s handling of the resident’s reports of: Leaks, damp and mould in her home, together with the associated repairs. Antisocial behaviour (ASB) from her upstairs neighbour. The Service has also considered the landlord’s record keeping.
Lambeth Council (202322062)
The complaint is about the landlord’s handling of: Blocked drains and pipes, which caused multiple back surges of sewage into the property. The dissolution of estate meetings and communication about this. An increase in service charge. The formal complaint.
Moat Homes Limited (202222369)
The complaint is about the landlord’s response to: The resident’s concerns about her boiler. The associated complaint.
Orbit Group Limited (202339756)
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) and concerns of domestic abuse. Request for a managed move. The associated complaint.
Peabody Trust (202233466)
The complaint is about the landlord’s response to the resident’s request to repair a gate to the communal bin area. The Ombudsman has also considered the landlord’s complaint handling as part of the assessment.
Peabody Trust (202329607)
The complaint is about the landlord’s response to the resident’s request to resolve an issue with the external communal lights. The Ombudsman has also considered the landlord’s complaint handling as part of the assessment.
Southern Housing (202311125)
The complaint is about the landlord’s handling of the resident’s: Reports of communal repairs. Concerns regarding communal cleaning. Concerns relating to fire safety, including fire doors and cladding. Complaint.
Clarion Housing Association Limited (202316614)
The complaint is about the landlord’s handling of records relating to the resident. The Ombudsman has also considered the landlord’s complaint handling.
Connexus Homes Limited (202316468)
The complaint is about the landlord’s handling of: The replacement of the heating system and the resident’s reports of damp and mould. Request for soundproofing. Request for a replacement kitchen. The related complaint.
Hammersmith and Fulham Council (202309170)
The complaint is about the landlord’s handling of: The resident’s reports of outstanding repairs to a bin shed lock. The resident’s reports of outstanding repairs to an external gate. The resident’s complaint.
Hyde Housing Association Limited (202417447)
The complaint is about the landlord’s handling of: An emergency repair to the resident’s bathroom light. The resident’s reports of communal lighting repairs.
London & Quadrant Housing Trust (L&Q) (202311021)
The complaint is about the landlord’s handling of the resident’s reports of: Noise nuisance and anti-social behaviour (ASB). Staff misconduct. The Ombudsman has also considered the landlord’s complaint handling.
Sanctuary Housing Association (202346145)
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) and communication from the Housing Officer (HO). Request for a move to another property. The Ombudsman has also considered the landlord’s complaint handling.
Sanctuary Housing Association (202412654)
The complaint is about the landlord’s handling of the resident’s: Concerns about damp and mould within the property. Request to transfer to another property. Associated complaint.
Sandwell Metropolitan Borough Council (202308659)
The complaint is about the landlord’s handling of: the resident’s reports of a lift breakdown. the resident’s request for emergency lift breakdown procedures if the lift were to break down again. the associated complaint.
Hyde Housing Association Limited (202229500)
The complaint is about the landlords: Handling of the resident’s reports of repairs at the property. Complaint handling.
Poplar Housing And Regeneration Community Association Limited (202323378)
The complaint is about the landlord’s handling of: The repair required to the resident’s boiler and the resident’s reported increase in energy usage. The resident’s issues with a decoration voucher. The Ombudsman has also considered the landlord’s complaint handling.
Redwing Living Limited (202319794)
REPORT COMPLAINT 202319794 Regenda Limited 7 March 2025 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 […]
Newlon Housing Trust (202219557)
The complaint is about the landlord’s handling of:
Notting Hill Genesis (NHG) (202310838)
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) from the neighbour above. Concerns about staff conduct and missed appointments. Concerns about the layout of the kitchen and lack of a shower. Associated complaint.
City of Westminster Council (202301766)
This complaint is about the landlord’s response to: The resident’s request to be rehoused. The resident’s reports about repairs, damage to personal belongings, and household vulnerabilities. The landlord's complaint handling.
Clarion Housing Association Limited (202403556)
The complaint is about the landlord’s handling of the resident’s reports of repairs to her windows. The Ombudsman has also considered the landlord’s complaint handling.
One Vision Housing Limited (202316212)
The complaint is about the landlord’s handling of the resident’s reports of foul smells from drains in the property.
Women’s Pioneer Housing Limited (202318731)
The complaint is about the landlord's handling of the resident’s: Reports of antisocial behaviour (ASB). Concerns about the neighbour’s CCTV. Associated complaint.
Metropolitan Thames Valley Housing (MTV) (202320298)
The complaint is about the landlord’s handling of: The resident’s queries about her service charge account. The associated complaint.
Peabody Trust (202403150)
The complaint is about: The landlord’s handling of the residents’ report of a non-flushing toilet. The associated complaint handling.
Torus62 Limited (202232490)
The complaint is about the landlord’s handling of the resident’s: Report that a patch of land bordering the property is in poor condition, and that this has led to maintenance issues and an infestation of rats. Associated formal complaint.
Clarion Housing Association Limited (202302119)
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Request for permission to install CCTV. Reports of repairs. Concerns about staff conduct. Concerns about its management of her rent account. Concerns about an alleged data breach. The Ombudsman has also considered the landlord’s complaint …
East Midlands Housing Group Limited (202306396)
The complaint is about the landlord’s handling of: Repairs to the resident’s boiler. The associated complaint.
Metropolitan Thames Valley Housing (MTV) (202313784)
The complaint is about the landlord’s handling of the proposed installation of broadband cabling to the property. We have also assessed the landlord’s complaint handling.
Peabody Trust (202216080)
The complaint is about the landlord’s handling of: The resident’s queries about his service charges. The associated complaint.
Clarion Housing Association Limited (202212143)
The complaint is about the landlord’s response to the resident about: A claim for a fall. Entry fobs. Staff conduct. Its complaint handling.
Clarion Housing Association Limited (202232251)
The complaint is about the landlord’s response to the resident about: Draughty windows and doors. Damp and mould.
Clarion Housing Association Limited (202304542)
The complaint is about the landlord’s response to the resident about: Repairs for the roof, stack pipe and patio door. A lean-to. Her concerns about a loft conversion to a neighbouring property.
Clarion Housing Association Limited (202304898)
The complaint is about the landlord’s handling of the resident’s: Report of a leak. Associated complaint.
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)