Incommunities Limited (202104089)
The complaint is about the landlord’s response to: The resident’s request that it fence off the land outside the property for her sole use. 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 Croydon (202118843)
The complaint is about the landlord’s handling of: The resident’s reports of anti social behaviour (ASB). The resident’s management transfer request. The associated complaint.
Nehemiah United Churches Housing Association Limited (202222439)
This complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB) from a neighbour. The associated complaint.
Waverley Borough Council (202219548)
The complaint concerns: How the landlord handled a leak in the resident’s property. How it handled the repairs in the property following the leak. The conduct of its staff members who spoke to the resident about the leak.
A2Dominion Housing Group Limited (202121164)
The complaint is about the landlord’s: Response to the resident’s concerns about her oven and kitchen units. Complaint handling.
Clarion Housing Association Limited (202113849)
The complaint is about the landlord’s response to: The resident’s concerns about accessing its online resident portal; The resident’s request to change to a sole tenancy; The resident’s concerns about information sent to the Department of Work and Pensions (DWP); The resident’s reports of a data breach. This report will …
London Borough of Croydon (202204220)
The resident’s complaint is about: The landlord’s response to the resident’s reports about his toilet and drains. The landlord’s response to the resident’s concerns about asbestos in his property. The resident’s request to move. The Ombudsman has investigated the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202212749)
The complaint is about the landlord’s: Handling of the resident’s reports of anti-social behaviour (ASB). Complaint handling. Record keeping.
Origin Housing Limited (202121339)
The complaint is about the landlord’s handling of: Recurrent leaks from the property above and associated repairs. Repairs to resolve a draft in a bedroom. The resident’s concerns about poor signage to the property. The resident’s request that communication be via email and concerns about the standards of communication. Complaints. …
Sanctuary Housing Association (202107616)
The complaint is about the landlord’s handling of: Repair issues reported by the resident in May and July 2021. The resident’s request for reimbursement for repairs she completed. The related complaint. The resident’s request for decoration vouchers offered in 2006 and 2010, and concerns about damage left by a previous …
East Devon District Council (202200837)
The complaint is about the landlord’s: Handling of reports around staff conduct. Handling of the resident’s reports about the drainage work and external painting. Handling of the resident’s request for a shed. Handling of the right to buy application. Response to subject access request. Complaint handling.
Housing 21 (202212288)
The complaint is about the landlord’s: handling of allegations of antisocial behaviour (ASB) made against the resident; complaint handling.
London Borough of Hackney (202225107)
The complaint is regarding the landlord’s; Handling of the resident’s concerns about his service charge account. Complaints handling.
London & Quadrant Housing Trust (L&Q) (202200141)
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The resident’s transfer application. The associated complaint.
Peabody Trust (202117274)
The complaint is regarding the landlord’s: Handling of the resident’s repair requests including issues relating to damp, a back downpipe, scaffolding and cellar steps. Handling of the resident’s repair requests including issues relating to a front downpipe, a boiler out pipe, asbestos and a slug infestation. Carrying out of unannounced …
The Guinness Partnership Limited (202219858)
The complaint is about the landlord’s handling of: The resident’s report of window repair issues. The resident’s request for window adaptations to be completed.
Haringey London Borough Council (202222923)
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in the property, and the associated repairs. The resident’s concern that damp and mould in the property had an adverse effect on the health of members of her household, and caused injury. The landlord’s handling …
Camden Council (202106293)
The complaint is regarding the landlord’s response to the resident’s reports of: The condition of the resident’s property and common areas, resulting from a neighbour hoarding, including a pest infestation and odours, and the resident’s request for a rent rebate. The landlord’s requests for rent. Noise from other neighbours’ properties, …
Optivo (now Southern Housing) (202109843)
This complaint is about the landlord’s handling of: The resident’s reports of repairs to the property at the time, and shortly after, she moved in. The resident’s request for compensation for damage to her personal belongings due to water ingress and damp. The associated complaint.
Optivo (now Southern Housing) (202116366)
The complaint is regarding: The landlord’s handling of the resident’s request for the installation of sound insulation in his property. The landlord’s handling of the resident’s anti-social behaviour (ASB) reports.
Women’s Pioneer Housing Limited (202112905)
The complaint is about the landlord’s response to: Reports of antisocial behaviour involving the resident’s upstairs neighbour. Reports of repairs to the boiler and a request to relocate the boiler. The resident’s request for the boiler and gas meter to be boxed in.
ForHousing Limited (202115718)
The complaint is about the landlord’s handling of: Remedial repairs to the resident’s roof, bathroom and downstairs toilet. The associated complaint.
Metropolitan Thames Valley Housing (MTV) (202223221)
The complaint concerns the landlord’s: Handling of repairs to and subsequent replacement of the resident’s boiler. Complaint handling.
Sanctuary Housing Association (202201710)
The complaint is about: The landlord’s administration of the resident’s service charge and rent account. The landlord’s handling of the resident’s request for arrears on her service charge and rent account to be waived. The associated complaint.
Bromford Housing Group Limited (202128099)
The complaint is about the amount of compensation offered to the resident associated with the landlord’s handling of: Repairs, including damp and mould, a leaking sink and garden maintenance. The resident’s request for wardrobes and a garden shed. The associated complaint.
Peabody Trust (202108894)
The complaint is about: The condition of the property when it was let to the resident. The unsuitability of the property. The landlord’s handling of the resident’s request to move. The landlord’s handling of the associated complaint.
Peabody Trust (202117348)
The complaint is about: The landlord’s handling of the complainant’s request to succeed to his late father’s tenancy. The landlord continuing to collect rent payments from the late tenant’s bank account. This service has also considered the landlord’s complaint handling.
Sage Housing Limited (202221052)
The complaint is about the landlord’s handling of; repairs to the communal pipework. damage to communal areas. the resident’s request for a replacement carpet and skirting boards in her property. the resident’s complaint.
Metropolitan Thames Valley Housing (MTV) (202222945)
The complaint is about the landlord’s: decision not to reinstate the resident’s shaver socket following a bathroom refurbishment; complaints handling.
One Housing Group Limited (202126330)
The resident’s complaint is about: The landlord’s response to the resident’s reports of flooding of the car park. The landlord’s response to the resident’s request to use the sinking fund to pay for remedial works to a car park pump and redecoration. The Ombudsman will also consider the landlord’s complaint …
Paragon Asra Housing Limited (202209183)
The complaint is about the landlord’s response to the resident's reports of: Damp, mould and draughty windows; Overcrowding; A bed bug infestation; Drug use within the building; The communal lift not working.
Sanctuary Housing Association (202204063)
The complaint is about the way the landlord responded to the resident's reports of: Rotten floorboards; Exposed gas pipes; An unsafe internal glazed door; Water ingress. This report will also look at the landlord’s complaint handling.
Wigan Metropolitan Borough Council (202214184)
The complaint is about the landlord’s handling of: The resident’s reports of damp, mould outstanding repairs, and request for insulation. Its record keeping and complaint handling.
Berneslai Homes (202220807)
The complaint is about the landlord’s handling of:
East Devon District Council (202208180)
The complaint is about the landlord’s management and handling of: outstanding repairs at the property. reports about the heating and insulation at the property. the resident’s complaints. a request to store a caravan in the garden. requests for a kitchen refurbishment. This report also looks at the landlord’s record keeping …
Hyde Housing Association Limited (202216852)
The complaint is about the landlord’s response to the resident’s: Reports of repairs to the property, including damp. Reports that the windows in the property were screwed shut. Reports of anti-social behaviour (ASB). Request for alternative accommodation. The Ombudsman has also considered the landlord’s complaint handling as part of the …
London Borough of Harrow (202205620)
The complaint is about the landlord’s response to: The resident's concerns about the behaviour of a member of staff; The resident's concerns about anti-social behaviour (ASB); Incidents that had affected the resident’s representative; Concerns on behalf of other residents: Concerns about an adult safeguarding investigation carried out by the local …
Shepherds Bush Housing Association Limited (202016023)
The complaint is about the landlord’s handling of the resident’s: Reported repairs and associated decant. Request to be moved on medical grounds. Request to be allocated a different point of contact. The Ombudsman has also investigated the landlord’s complaint handling.
Stonewater Limited (202116666)
The complaint is about the landlord’s handling of a leak at the property. The Ombudsman has also investigated the landlord’s complaint handling.
Blackpool Council (202121118)
The complaint is about the landlord’s: Response to the resident’s reports that that his sofa, stored in a garage rented from the landlord, was damaged by a leak; Handling of the resident’s request for the replacement of a communal washing line during the Covid lockdown; Response to the resident’s reports …
Citizen Housing (202205624)
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). Reports of ASB and harassment made against the resident. The resident’s complaint.
London Borough of Hillingdon (202110990)
The complaint is about: the landlord’s handling of the resident’s reports of soot-like deposits falling onto his balcony; the resident’s service charge including a charge for the landlord’s on-site meal provision, despite the resident’s dietary requirements meaning he was unable to eat the meals provided.
City of Doncaster Council (202108038)
The complaint is about the landlord’s: Communication with the resident. Allocation of its properties. The Ombudsman has also investigated the landlord’s complaint handling.
Homes Plus Limited (202204960)
The complaint is about the landlord's: Response to the resident’s concerns about the condition of the property upon moving in and outstanding repairs. Response to the resident’s reports of roof leaks, damp, and the resident’s request to have his bedrooms redecorated. Response to the resident’s reports of outstanding repairs to …
London Borough of Barnet (202102335)
The complaint is about: The landlord’s response to the resident’s reports about polystyrene ceiling tiles in her property. The landlord’s failure to provide the resident with information about the presence of asbestos in her property at the start of the tenancy and subsequently. The landlord’s response to the resident’s request …
Paragon Asra Housing Limited (202203572)
The complaint is about the landlord’s: Response to the resident for its failure to gain permission to access the resident’s garden. Complaint handling.
Peabody Trust (202005714)
REPORT COMPLAINT 202005714 Peabody Trust 19 June 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 […]
Settle Group (202207221)
The complaint is about the landlord’s: handling of repairs following the resident moving into a mutual exchange property; response to the resident’s concerns of alterations made to the outhouse by the previous tenant; handling of drainage and groundworks; communication with the resident regarding repairs; handling of the resident’s formal complaint.
Wolverhampton City Council (202120776)
The complaint is about: The landlord's response to the resident’s complaint about damage to her carpets. The landlord's complaint handling.
Home Group Limited (202203099)
The complaint is about: The landlord’s handling of the sale process of the resident’s property. The resident’s claim that the landlord’s handling of the sale process resulted her suffering a financial loss. The landlord’s handling of the resident’s 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)