Metropolitan Thames Valley Housing (202009220)
The complaint is about: The landlord’s handling of repairs to the resident’s property following a leak from the property above. The landlord’s complaints 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
Paragon Asra Housing Limited (202014224)
The complaint is about the landlord’s response to: the resident’s reports of ASB from February 2020 to April 2021. the resident’s reports of antisocial behaviour (ASB) between October 2017 and February 2020. the resident’s wish to be compensated for a loss of earnings and stress caused by the ASB. The …
The Havebury Housing Partnership (202108828)
The complaint is about the landlord’s: Response to concerns raised about the condition of the property at mutual exchange. Handling of repairs raised by the resident on moving into the property, her request for a decant and the level of compensation offered.
Wandle Housing Association Limited (202001065)
The complaint is about: The landlord’s response to the resident’s reports of repairs to the heating system from January 2021. The landlord’s response to the resident’s reports of repairs to the heating system from 2017. The landlord’s complaint handling.
Wandle Housing Association Limited (202002380)
The complaint is about the landlord’s: Handling of flooring repairs to the property. Response to the resident’s request for a new kitchen and bathroom. Complaint handling.
Castle Point Borough Council (202017467)
The complaint is about the landlord’s response to the resident’s concerns regarding: repainting her bin cupboard storage door; its programme of planned works, including repainting her property; its call handler’s behaviour.
Southern Housing Group Limited (202112147)
The complaint is about the landlord’s response to the resident’s reports about: Communal lighting. An intercom system.
Connexus Housing One Limited (202001271)
This complaint is about: The residents’ historic concerns about various issues including: The landlord’s handling of anti-social behaviour (ASB) and criminal damage to the property. The landlord’s handling of subsequent repairs to the property’s windows. The landlord’s notice of tenancy action against the residents. the conduct of the landlord’s previous …
London & Quadrant Housing Trust (202008929)
The complaint is about: The landlord’s decision not to install double glazed windows at the property. The associated complaints handing.
Slough Borough Council (202007210)
The complaint is about the landlord’s handling of Reports of damage, noise and repairs following the neighbour’s loft extension work. Allegations of anti-social behaviour (ASB) made about the resident. Staff related complaints including an incident when the resident was asked to remove her T-shirt in a public reception.
Wealden District Council (202108318)
REPORT COMPLAINT 202108318 Wealden District Council 10 June 2022 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 is […]
Catalyst Housing Limited (202014121)
The complaint is about: The landlord’s response to the resident’s reports that bamboo was encroaching their garden from a neighbouring property. The related handling of the complaint.
Newham Council (202107750)
The complaint is about the landlord’s handling of: The resident’s personal information A leak into the resident’s kitchen and his request for compensation for the damage caused The associated formal complaint.
Notting Hill Genesis (202119278)
The complaint is about: The landlord’s response to a roof leak at the resident’s property, including its handling of the repairs and request for compensation. The landlord’s response to the resident’s request for reimbursement for a private plumbing bill from 2019. The action taken by the landlord to recover rent …
Sandwell Metropolitan Borough Council (202118314)
The complaint is about: The landlord’s response to the resident’s concerns about the length of time he was without heating and hot water at the start of his tenancy and the level of compensation offered. The landlord’s handling of the associated complaint and its record keeping.
Trent & Dove Housing Limited (202122789)
The complaint is about: The landlord’s response to the resident’s concerns about the relocation of the gas meter. The landlord’s response to the resident’s reports about the conduct of a member of the landlord’s staff. The landlord’s complaint handling.
West Kent Housing Association (202121456)
The complaint is about the landlord’s: Installation of gas central heating at the resident’s property. Complaint handling.
Tower Hamlets Council (202118126)
The complaint is about the landlord’s: Response to the resident’s reports of a leak into her property and the subsequent repairs. Response to the resident's request for compensation for items damaged and the resident’s request to be relocated. Handling of the associated complaint.
Central and Cecil Housing Trust (201914399)
The complaint is about the landlord’s handling of: the resident’s reports of bed bugs in his flat. the alleged antisocial behaviour by the resident.
Citizen Housing (202010136)
The complaint is about the landlord’s response to the resident’s concerns regarding: its decision to implement contact restrictions; its request for service charge arrears; taking into account her disability when providing services. The Ombudsman has also considered the landlord’s complaints handling, specifically its decision to provide a single response to …
Karbon Homes Limited (202004608)
This complaint is about: The residents’ allegation their share in the property was mis-sold; The landlord’s response to the residents’ reports that build quality issues caused ongoing damp and mould at the property; The landlord’s complaint handling.
London Borough of Hackney (202120353)
The complaint is about: The landlord’s handling of the resident’s reports of outstanding repairs remaining after its contractor’s works at her property. The landlord’s complaint handling.
London & Quadrant Housing Trust (202104433)
The complaint is about: The landlord’s handling of repairs to the resident’s former property, including a decant. The landlord’s handling of repairs to the property the resident was transferred to. The landlord’s handling of repairs to the property the resident was transferred to that were reported after completion of the …
Clarion Housing Association Limited (202014927)
This complaint is about the properties offered by the landlord via its management transfer process. The related complaint handling.
Dudley Metropolitan Borough Council (202109196)
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s response to the resident’s request for reimbursement of costs related to his garden, travel, rent and council tax. The landlord’s handling of the associated complaint.
London & Quadrant Housing Trust (202108843)
REPORT COMPLAINT 202108843 London & Quadrant Housing Trust 30 May 2022 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. […]
A2Dominion Housing Group Limited (202120617)
The complaint is about the landlord’s: Handling of the resident’s gas safety concerns. Complaint handling.
Gravesham Borough Council (202117844)
The complaint is about: The landlord’s handling of allegations of antisocial behaviour (ASB) made against the resident. The landlord’s handling of the associated complaint.
Habinteg Housing Association Limited (202113654)
The complaint is about the landlord’s: Handling of the resident’s concerns about other residents smoking outside the communal entrance. Handling of the resident’s concerns about communal parking. Complaint handling.
Southwark Council (202014304)
The resident’s complaint is about the landlord’s handling of issues of water ingress to the property. The landlord’s complaint handling has also been considered.
Ashford Borough Council (202013423)
The complaint concerns the landlord’s: Handling of the residents’ reports of antisocial behaviour from their neighbour. Handling of the residents’ request for a management move. Related complaint handling.
Clarion Housing Association Limited (202106696)
This complaint is about the landlord’s handling of: the resident’s request for her internal doors to be adapted; the resident’s report of an unsafe driveway; the resident’s reports of internal repairs needed to the property; the related complaint.
London & Quadrant Housing Trust (202118979)
The complaint is about the landlord’s handling of: Repairs to the resident’s wet-room. The resident’s request for the wet-room to be changed to a standard bathroom. The associated complaint.
Metropolitan Thames Valley Housing (202005847)
The complaint is about the landlord’s: Response to the resident’s fire safety enquiries. Complaints handling.
Onward Group Limited (202113638)
The complaint is about: The landlord’s handling of repairs to the resident’s shower following a leak. The landlord’s handling of the associated complaint.
London & Quadrant Housing Trust (202008983)
The complaint is about: The landlord’s handling of repairs to the residents’ window. The landlord’s complaint handling.
Tower Hamlets Homes (202109442)
The complaint is about how the landlord handled: Repairs to the valve in the living room radiator. Repositioning the isolation valve for the resident’s heating system. The resident’s concerns relating to cracks in the property’s ceilings. The resident’s concerns relating to the condition of the electrics in the property.
Southend-on-Sea Borough Council (202115415)
The complaint is about the landlord’s response to the resident’s: Reports of repairs to the communal parts of the block. Reports of repairs to the property. Reports of antisocial behaviour (ASB). Request for an allocated parking space.
The Riverside Group Limited (202007006)
This complaint is about the landlord’s handling of the resident’s reports of: Anti-social behaviour (ASB) by his neighbours. Repairs to the TV aerial and paving slabs. The related handling of the complaint.
Sovereign Living Limited (202111761)
The complaint is about the amount the landlord’s response to the resident’s reports of a leak entering his property, and the subsequent amount of compensation offered. The Ombudsman has also considered the landlord’s complaints handling.
A2Dominion Housing Group Limited (202103769)
The complaint is about: The landlord’s response to the resident’s reports of a leak in the storage cupboard at her property and the handling of the repairs. The landlord’s complaint handling.
bpha Limited (202014080)
The leaseholder complains about the landlord’s handling of their reports of the following defects at the property: Front door seal. Gas meter box. Insulation/sound proofing. Internal doors and doorframes. The leaseholder complains about the landlord's overall handling of the formal complaint. The leaseholder also complains about the handling of other …
Bristol City Council (202110757)
The complaint is about the landlord’s response to: The resident’s reports of repairs (windows, damp and mould) while residing in temporary accommodation. The resident’s reports about the repairs at the start of the tenancy. The resident’s reports about flooding of the back garden and pathway. The resident’s reports about cracks …
London & Quadrant Housing Trust (202104623)
The complaint is about the landlord’s response to: The resident’s request for reimbursement of costs for repair works he had undertaken. The resident’s queries about its repairs processes, specifically during periods of lockdown as a result of Covid-19. Repairs to the resident’s bathroom in 2019. The associated complaint.
Melton Borough Council (202000883)
This complaint is about the landlord’s handling of: an increase in the resident’s service charges; the related complaint.
Wolverhampton City Council (202117510)
The complaint is about: The landlord’s response to the resident’s concerns over smells and fumes entering her property. The landlord’s response to the resident’s concerns over security related to a key safe at the property. The landlord’s response to the resident’s request for the landlord to remove decking from her …
Home Group Limited (202113815)
This complaint is about the landlord’s handling of the resident’s report of noise disturbance the resident’s request for sound proofing the related complaint.
Newham Council (202004315)
The complaint is about the landlord’s responses to the resident’s: request for evidence of its findings following its investigation into a leak. queries about the building insurance.
Thames Valley Housing Association Limited (202118911)
The complaint is about the landlord’s delay in providing the resident with a move-in date to the property and its communication around this. The complaint is also about the associated handling of the complaint.
Southwark Council (202104866)
This complaint is about the landlord’s handling of: the residents’ reports of an electrical fault in the property; the residents’ reports of mould growth in the bathroom; its decision to place the residents on a register for potentially aggressive customers; the residents’ concerns about estate service charges.
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)