Notting Hill Genesis (202307594)
The complaint is about the landlord’s handling of: The resident’s reports of repairs reported within the property. The resident’s reports of a fault with her hot water temperature. The associated 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 (NHG) (202209312)
REPORT COMPLAINT 202209312 Notting Hill Genesis (NHG) 28 October 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 […]
Prima Housing Group Limited (202313473)
REPORT COMPLAINT 202313473 Prima Housing Group Limited 28 October 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 […]
Sanctuary Housing Association (202226029)
The complaint is about the landlord's handling of the resident's reports about works agreed when she signed up for the tenancy of the property and after the tenancy started. We have also considered the landlord’s complaint handling.
Sanctuary Housing Association (202344392)
The complaint is about the landlord’s response to the resident’s reports of damp and mould in the property and its handling of the required repairs. The landlord’s handling of the resident’s complaint has also been investigated.
Sanctuary Housing Association (202410154)
The complaint is about the landlord’s handling of repairs and concerns reported by the resident prior to signing for the tenancy, and shortly after the tenancy began related to: External issues, such as a broken bollard, open manhole, and no access to the rear garden. Internal issues, such as: Issues …
Southway Housing Trust (Manchester) Limited (202305843)
The complaint is about the landlord’s handling of the resident’s Right to Buy application. This report also looks at the landlord’s handling of the resident’s complaint.
A2Dominion Housing Group Limited (202343044)
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s reports of a pest infestation. The resident’s request to be rehoused.
Clarion Housing Association Limited (202307268)
The complaint is about the landlord’s handling of: - The resident’s reports of repairs needed to the heating system at her property. The resident’s complaint.
Eldonian Community Based Housing Association Ltd (202226783)
The complaint is about the landlord’s: Response to the resident’s concerns following a missed gas safety check. Complaint handling.
Islington Council (202326091)
The complaint is about the landlord’s handling of: The resident’s concerns about the condition of the property when moving in. The resident’s reports of a leak, damp and mould and associated remedial repairs in the property. The resident’s concerns about the communal space including cleaning and works to the communal …
London & Quadrant Housing Trust (L&Q) (202344800)
The complaint is about the landlord’s: Response to reports of damp and mould and the associated works. Response to reports of damage to belongings. Complaint handling.
London & Quadrant Housing Trust (L&Q) (202402163)
The complaint is about: the landlord’s handling of repairs to the communal front door. the landlord’s handling of reports of damp and mould and repairs at the property. The Ombudsman has also considered the landlord’s complaint handling.
Paragon Asra Housing Limited (202339553)
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Reports of multiple outstanding repairs. Reports of overcrowding.
Royal Borough Of Greenwich (202342852)
The complaint is about the landlord’s handling of: Reports of a leaking roof. Reports of damp and mould in the property. Reports of a leaking radiator. The associated complaint.
Sanctuary Housing Association (202347263)
This complaint is about the landlord’s handling of: The resident’s reports of several repairs required in the property, including damp and mould. The associated complaint.
Sovereign Network Homes (Former Network Homes) (202331107)
The complaint is about the landlord’s response to the resident’s: Reports of a faulty boiler. Reports of damp and mould in her bedrooms. Request to renew her kitchen and bathroom because of problems with insects and mice. Request to be reimbursed for the cost of damaged belongings from a mice …
Sparrow Shared Ownership Limited (202219349)
The complaint is about the landlord’s response to the resident’s concerns about: Noise transference from a neighbouring property. The condition of the kitchen units. This Service has also considered the landlord’s complaint handling.
The Guinness Partnership Limited (202228954)
The complaint is about the landlord’s handling of: Sewage leaking into the resident’s property, and the associated repairs. The associated complaint.
City of Westminster Council (202310687)
The complaint is about the landlord’s handling of: The resident’s reports of leaks into his property from an upstairs neighbour. The subsequent damage and its offer of compensation. The Ombudsman has also considered the landlord’s complaint handling.
London Borough of Hackney (202234457)
The complaint is about the landlord’s response to the resident’s: Reports of various repairs to the property including damp and mould in the basement; damp in the upstairs of the property; disrepair to the kitchen; a collapsed basement ceiling; and the request for an additional toilet and the subsequent damp …
Rykneld Homes Limited (202234671)
The complaint is about: the landlord’s handling of repairs since its complaint response of 27 June 2023. the condition of the property when it was let, and the landlord’s handling of repairs following this. We have also considered the landlord’s: record keeping. complaint handling.
Clarion Housing Association Limited (202301285)
This complaint is about the landlord’s handling of: The resident’s report of damp and mould in her kitchen and her subsequent request for a cooker hood. The resident’s request for the landlord to replace storage heaters with electric heaters. The resident’s report of broken communal gates. The associated complaint.
Jigsaw Homes Group Limited (202316442)
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould in the property. Repairs to the bathroom. Anti-social behaviour (ASB) and the associated request for a separate garden.
North Tyneside Council (202118139)
The complaint is about: The landlord’s handling of repairs to the property. The landlord’s handling of the resident’s reports of anti-social behaviour. The landlord’s alleged harassment and surveillance of the resident. The landlord’s issuance of a Notice of Seeking Possession. The Ombudsman will also investigate the landlord’s handling of the …
Notting Hill Genesis (NHG) (202210690)
The complaint is about the landlord’s: Response to the resident’s concerns following an electrical fire in a communal area of the building. Handling of concerns raised by the resident about fire safety. Handling of the resident’s request for it to ‘buy back’ the property. Handling of the resident’s complaint.
Haringey London Borough Council (202346809)
The complaint is about the impact on the resident’s health of the landlord’s handling of repairs. The complaint is also about the landlord’s handling of the resident’s: reports of leaks, damp and mould. concerns about temporary accommodation. We have also considered the landlord’s: record keeping. complaint handling.
London & Quadrant Housing Trust (L&Q) (202342939)
The complaint is about the landlord’s handling of the resident’s reports about: Repairs. Pests at the property. The maintenance of the communal areas. The parking management. The complaint is also about the landlord's: Response to the resident's request for information about rent and service charges. Response to the resident's transfer …
The Extracare Charitable Trust (202301221)
The complaint is about the landlord’s response to the resident’s concerns about staff conduct. The Ombudsman has also considered the landlord’s complaint handling.
Lincoln City Council (202222063)
The complaint is about the landlord’s handling of the resident’s: Reports of a missed appointment to uncap gas at a neighbouring property. Query relating to pets on the homefinder service. Reports of inappropriate responses from staff members. Query regarding the rent arrears procedure. Reports of dog related nuisance in communal …
Livv Housing Group (202402811)
The complaint is about the landlord’s handling of: The resident’s report that it classed her as aggressive. The resident’s requests for repairs to the windows and doors. The resident’s reports of the conduct of the contractors sent to the property. The resident’s dissatisfaction with staff conduct, and its decision to …
London Borough of Hackney (202322366)
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Request for rehousing due to overcrowding. This report also considers the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202346001)
The complaint is about the landlord's handling of: the resident’s reports of leaks and subsequent damp and mould. the associated complaint.
Onward Homes Limited (202413224)
The complaint is about the landlord’s handling of repairs to the windows and the patio doors, and subsequent damp and mould in the property. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
Arun District Council (202313479)
The complaint is about the landlord’s handling of: An electrical safety inspection, including the actions of its officer and its consideration of the resident’s vulnerabilities. The installation of a new front door, including the actions of its officer and its consideration of the resident’s vulnerabilities. The resident’s related complaints.
Haringey London Borough Council (202325599)
The complaint is about the landlord’s response to the resident’s reports of: damp and mould. damage to belongings due to the damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
London Borough of Newham (202401727)
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Concerns about overcrowding. The investigation has also considered the associated complaint handling.
Orbit Housing Association Limited (202208654)
The complaint is about the landlord’s: handling of the resident’s reports of damp and mould in his property. decision not to offer compensation for the impact of the damp and mould on his health. The Ombudsman has also considered the landlord’s complaint handling.
Southwark Council (202218279)
The complaint is about the landlord’s handling of: The resident’s reports of domestic abuse (DA). The ending of the resident’s tenancy. The Ombudsman has also investigated the landlord’s complaint handling.
Bolton at Home Limited (202310451)
The complaint is about the landlord’s handling of the resident’s reports of: Various repairs including gutters, plastering and pointing, damp and mould, carbon monoxide detectors, bathroom fan, and electrical sockets. Staff conduct regarding a gas safety check at the property. A data breach. The Ombudsman has also investigated the landlord’s …
Golding Homes Limited (202218685)
The complaint is about the landlord’s response to the resident’s reports of outstanding repairs to his roof and loft . This report has also considered the landlord’s complaint handling.
London Borough of Croydon (202120044)
The complaint is about the landlords response to the residents requests for: Relocation of electric sockets in the bedroom, kitchen and lounge. Installation of a new electric socket for a helpline box. Bathroom renovation. Improvement works in the kitchen, including: Installation of a washing machine. Renovation of the kitchen. Removal …
London Borough of Hackney (202306139)
The complaint is about: The landlord’s handling of the resident’s request to be placed on the housing register and for her application to be prioritised. The landlord’s handling of the resident’s reports of damp and mould and associated remedial repairs in her property. The landlord’s complaint handling has also been …
Sanctuary Housing Association (202310602)
The complaint is about the landlord’s handling of repairs to the communal lighting. The Ombudsman has also considered the landlord’s complaint handling.
Your Housing Group Limited (202311044)
The complaint is about the landlord’s handling of: Repairs in the resident’s property including water leaks, damp and mould, a window repair and a crack on the wall. The associated complaint.
Eastlight Community Homes Limited (202308431)
The complaint is about the landlord’s response to the resident’s: Concerns about her end of defects inspection. Reports of defects in her new build property. The Ombudsman has also considered the landlord’s complaint handling.
Mosscare St. Vincent’s Housing Group Limited (202301196)
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould and associated remedial repairs. The asbestos in the property. The resident's concerns about the safety of the electrics in the property. The resident’s queries about eligibility for the right to acquire scheme (RTA). The resident’s …
Sanctuary Housing Association (202307213)
The complaint is about the landlord’s response to the resident’s: Reports of a repair to a soil stack. Requests for information about the service charges relating to the repair. Concerns about the level of service charges relating to the repair. Associated complaint.
Aster Group Limited (202229055)
The complaint is about the landlord’s handling of the resident’s: Reports of no heating and hot water. Reports of a blocked sink. Reports about cuckooing at her property. Concerns of being bullied and threatened by staff. Reports that the resident has not received care.
Hightown Housing Association Limited (202302378)
The complaint concerns the landlord’s: Response to the resident’s report that the landlord did not complete the paperwork for the injunction proceedings at Court correctly. Handling of the annual gas safety check and capping of the resident’s gas meter. The related 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)