Ashford Borough Council (202319724)
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould at the property. Response to the resident’s reports of a leaking toilet at the property. Complaint 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
London Borough of Hackney (202314143)
The complaint is about how the landlord has handled the resident’s reports of noise nuisance. We have also considered the landlord’s complaint handling.
Sovereign Network Group (202301929)
The complaint is about the landlord’s response to the resident’s reports about: Damage to a fence and trees. The associated formal complaint. Slippery concrete.
Clarion Housing Association Limited (202332494)
The complaint is about the resident’s concerns around: The level of service charges associated with the resident’s property. The landlord’s communication with the resident about service charge payments. The Ombudsman has also considered the landlord’s complaint handling.
London Borough of Redbridge (202408596)
The resident’s complaint is about the landlord’s handling of: Bathroom repairs. Window repairs. Mould in the property.
Norwich City Council (202317762)
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s complaint handling is also considered.
Origin Housing Limited (202402576)
The complaint is about the landlord’s handling of: Outstanding repairs. Reports of damp and mould.
Sanctuary Housing Association (202409994)
The complaint is about the landlord’s handling of: The resident’s reports of issues with the storage heaters in the property. The associated complaint.
Selwood Housing Society Limited (202220136)
The complaint is about the landlord’s handling of the applicant’s application for a shared ownership property. The Ombudsman has also investigated the landlord’s complaint handling.
Abri Group Limited (202401476)
The complaint is about the landlord’s handling of: Allegations of harassment and reports of antisocial behaviour (ASB). The associated complaint.
Onward Homes Limited (202311865)
The complaint is about the landlord’s handling of the resident’s report of fire alarms failing to activate during a fire at her property. The Ombudsman has also investigated the landlord’s complaint handling.
Camden Council (202228423)
The complaint is about the landlord’s handling of the resident’s water charges. The Ombudsman has also investigated the landlord’s complaint handling.
Clarion Housing Association Limited (202303913)
The complaint is about the landlord’s handling of: A leak into the resident’s property which caused damp and mould. The associated complaint.
Magna Housing Limited (202343407)
The complaint refers to the landlord’s handling of the resident’s: Reports of damp and mould. Request to be rehoused.
Notting Hill Genesis (202316732)
The complaint is about the landlord’s handling of: Repairs to the heating and hot water system at the property. The resident’s complaint.
Westminster City Council (202228383)
The complaint is about the landlord’s handling of the leaseholder’s report that a storage heater was not working. The Ombudsman has also investigated the landlord’s complaint handling.
Clarion Housing Association Limited (202209035)
The complaint is about the landlord’s handling of the resident’s reports of: A leak to her home. Lift repairs. The Housing Ombudsman has also considered the landlord’s complaints handling.
Eastlight Community Homes Limited (202334050)
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) from a neighbour. Request to move. Associated complaint.
Leeds City Council (202345512)
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Request for rehousing.
LiveWest Homes Limited (202328440)
The complaint is about the landlord’s handling of a roof leak. This Service has also investigated the landlord’s complaint handling.
London Borough of Islington (202328765)
The complaint is about the landlord’s response to the resident’s: Antisocial behaviour (‘ASB’) reports. Request for a management transfer.
London & Quadrant Housing Trust (L&Q) (202414096)
The complaint concerns the landlord’s handling of the resident’s reports of: A leak in the property. Damp and mould. This report has also considered the landlord’s complaint handling.
Southern Housing (202311890)
The complaint is about the landlord’s: response to the resident’s reports of various repair issues at the property, including: windows; intercom; rear door; response to the resident’s concerns about parking; complaints handling.
Sovereign Network Homes (Former Network Homes) (202315037)
The complaint is about the landlord's handling of: The resident’s request for data covered by General Data Protection Regulation. The resident’s reports of several repairs required and its subsequent offer of compensation.
Acis Group Limited (202226890)
The complaint is about the landlord’s handling of: The resident’s request to cancel their tenancy. The associated complaint.
Aster Group Limited (202312581)
The complaint is about the landlord’s: handling of damp and other repairs in the property. repair to a blocked toilet in May 2022. administration of appointments. response to the resident’s request for compensation. response to the resident’s concerns about staff conduct.
Basildon Borough Council (202334594)
The complaint is about the landlord’s handling of the resident’s reports of: Repairs to the property. Damage caused by its contactors to her possessions. This investigation has also considered the landlord’s complaints handling.
Clarion Housing Association Limited (202313537)
The complaint is about: The landlord’s handling of the resident’s request for a replacement key fob. The landlord’s handling of the associated complaints.
Curo Places Limited (202314163)
The complaint is about the landlord’s handling of: Roof repairs and insulation to the resident’s property. Damp and mould in the resident’s property. The resident’s reports of concerns around the structural integrity of the building, communication and customer service. The resident’s reports of subsidence caused by tree roots. The resident’s …
ForHousing Limited (202312262)
The complaint is about the landlord’s handing of: The resident’s reports of damp and mould, and the associated repairs. The resident’s reports of unsafe paving. The resident’s reports of repairs to the fence posts. The landlord’s complaint handling has also been considered.
Great Places Housing Association (202318095)
The complaint is about the landlord’s handling of: The repairs including damp and mould in the property. Designating the resident as a new tenant rather than an existing one. The increase to the resident’s rent. The resident’s request for the deduction from his deposit to be repaid. The resident’s complaint.
Housing 21 (202445677)
The complaint is about the landlord’s handling of: The level of rent and service charge. Communication about the rent and service charge. Concerns about the heating system and the resident’s property temperature. The associated complaint.
Hyde Housing Association Limited (202306973)
The complaint is about: The landlord’s handling of the resident’s reports of a leak in the shower room. The landlord’s handling of the resident’s concerns about the roof and loft spaces. The landlord’s handling of the resident’s concerns about the condition of the exterior walls. The landlord’s handling of the …
Islington Council (202403261)
The complaint is about: The landlord’s handling of the resident’s concerns about housing points she had been awarded and the property bidding process. The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from her neighbour The landlord’s handling of the resident’s reports of a leak from the flat …
London Borough of Hackney (202324870)
The complaint is about the landlord’s response to the resident’s reports about: Windows and insulation. Damp and mould.
London Borough of Harrow (202305653)
The complaint is about the landlord’s handling of: The resident’s reports that her boiler was faulty, including a period when it would not switch off. The resident’s rehousing application. The associated complaints.
London Borough of Lambeth (202308455)
The resident’s complaint is about the landlord’s: Response in relation to damp and mould; Response in relation to tree works; Response in relation to fencing works; Handling of the complaints process.
London & Quadrant Housing Trust (L&Q) (202329496)
The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damp and mould and a subsequent pest infestation. Associated complaint.
Midland Heart Limited (202226996)
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Handling of the resident’s concerns about staff conduct. Response to the resident’s request for a transfer. This investigation will also consider the landlord’s handling of the complaint.
Southwark Council (202405416)
The complaint is about: the impact of black mould on the resident’s health. the landlord’s handling of: reports of leaks, damp and mould at the property. the complaint.
Sovereign Network Group (202233938)
The complaint is about: The landlord’s handling of the resident’s reports of damaged flooring following a leak. The landlord’s handling of the resident’s request for information about the increase in the rent and service charges. The landlord’s handling of the resident’s complaint.
The Guinness Partnership Limited (202300585)
The complaint is about the landlord’s handling of: The resident’s reports of water ingress in the bedroom. The associated complaint.
The Guinness Partnership Limited (202303154)
The complaint is about the landlord’s handling of the resident’s reports of: A missed appointment on 3 October 2022. Contractors attending the property on 7 October 2022 and not completing repair works. Discrimination towards himself. Repairs to plastering within the property. The Ombudsman has also investigated the landlord’s complaint handling.
Waltham Forest Council (202410515)
The complaint is about the landlord’s: proposal to carry out works outlined in a section 20 notice. handling of leaks in the property. The Ombudsman has also considered the landlord’s complaint handling.
Woking Borough Council (202311042)
The complaint is about: The landlord’s handling of the resident’s reports of leaks causing damp, mould and damage to possessions. The landlord’s handling of the resident’s report of a lack of heating. The landlord’s handling of the associated complaints.
Birmingham City Council (202344413)
REPORT COMPLAINT 202344413 Birmingham City Council 19 December 2024 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 (202343710)
The complaint is about the landlord’s handling of: The resident’s reports of no heating and hot water related to the communal boiler and the heating charge she pays for this. The resident’s concerns about increases to her heating charges.
East Midlands Housing Group Limited (202341469)
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould and her request for compensation. The landlord’s handling of repairs to the resident’s bathroom.
London & Quadrant Housing Trust (202310204)
The complaint is about the landlord’s: Handling of the resident’s concerns about parking issues. Response to the resident’s concerns about the affordability of the property and request for a transfer. Response to the resident’s concern that it did not complete a check of the property at the end of the …
One Manchester Limited (202225060)
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.
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)