London Borough of Lewisham (202415887)
The complaint is about the landlord’s: Handling of the resident’s report of a repair to her boiler and the annual gas safety check. 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 Lewisham (202437098)
The complaint is about the landlord’s handling of: The resident’s reports of mould. Lift breakdowns in the block. The resident’s complaint.
London Borough of Wandsworth (202429783)
The complaint is about: The condition of the property upon letting. The landlord’s handling of a ceiling collapse and associated repairs.
London Borough of Enfield (202327727)
The complaint is about the landlord's handling of the resident’s: Reports of a leak. Request for a surveyor's report The Ombudsman has also decided to investigate the landlord’s complaint handling.
West Lancashire Borough Council (202422281)
The complaint is about the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB). Transfer request.
London Borough of Hounslow (202435194)
The complaint is about the landlord’s: response to concerns about a kitchen and bathroom upgrade. handling of repairs following a roof leak. handling of reports of damp and mould. handling of concerns about scaffolding at the property. complaint handling.
London Borough of Waltham Forest (202432410)
The complaint is about the landlord’s response to: The resident’s request for a refund of the credit balance on his rent account, including interest and compensation. The resident’s reports that the landlord had not made reasonable adjustments. The resident’s reports that a member of staff had made inappropriate comments. The …
Dacorum Borough Council (202332779)
The complaint is about the landlord’s: Handling of adaptations to the driveway following an occupational therapist assessment. Handling of void works in the property. Complaint handling.
Sandwell Metropolitan Borough Council (202437379)
The complaint is about the landlord’s handling of: The resident’s rehousing application. Reports of damp and mould and the associated remedial repairs. We have also investigated the landlord’s complaint handling.
Sandwell Metropolitan Borough Council (202425936)
The complaint is about the landlord’s handling of: The resident’s transfer request. The resident’s reports of antisocial behaviour (ASB). Repairs, damp and mould. The resident’s report that her bathroom is unsafe. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
London Borough of Croydon (202327945)
The complaint is about the landlord’s handling of: An emergency request to access a communal cupboard. The associated complaint.
London Borough of Hackney (202429912)
The complaint is about the landlord’s handling of: The resident’s transfer application and banding. Overcrowding in the resident’s property. Damp and mould in the resident’s property. The resident’s request for a temporary move. The complaint. The landlord’s complaint policy defines a complaint as an expression of dissatisfaction, however made about …
London Borough of Hackney (202443817)
The complaint is about the landlord’s handling of: Repairs to the lifts. Leaks in the communal areas. Individuals sleeping in the communal areas. The resident’s housing application and banding. Reports of statutory overcrowding in the resident’s property.
London Borough of Hackney (202322782)
The complaint is about the landlord's handling of the recovery of service charge arrears. We have also considered the landlord’s complaint handling.
London Borough of Lambeth (202433359)
The complaint is about the landlord’s handling of: A radiator repair. The associated complaint.
Dacorum Borough Council (202405607)
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by neighbours of his previous property. The landlords response to the resident’s request for reasonable adjustments at his previous property. The landlord’s non-disclosure of ASB reports about the resident’s current neighbour. The landlord’s handling of …
London Borough of Lambeth (202426737)
The complaint is about the landlord’s handling of: The resident’s rehousing application. The resident’s reports of outstanding repairs and damp and mould within her property.
London Borough of Lewisham (202425782)
The complaint is about the landlord’s handling of: A roof leak, ceiling renewal, and asbestos management. The resident’s request for the landlord to compensate her for damaged belongings The resident’s request for the landlord to provide temporary accommodation during repair works. Damp and mould. We have also considered the landlord’s …
Haringey London Borough Council (202427921)
REPORT COMPLAINT 202427921 Haringey London Borough Council 9 July 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 […]
London Borough of Islington (202324831)
The complaint is about the landlord’s handling of the resident’s reports of pigeon guano on the communal area outside his back door. The Ombudsman has also investigated the landlord’s complaint handling.
Royal Borough of Kensington and Chelsea (202319777)
The complaint is about the landlord’s response to the resident’s reports of issues with her heating and hot water. The Ombudsman has also investigated the landlord’s complaint handling.
Dartford Borough Council (202327308)
This complaint is about: How the landlord communicated its decision to change its flexible tenancies to secure tenancies. How the landlord handled the resident’s request to change her tenancy from a joint tenancy to a sole tenancy. We have also considered how the landlord handled the resident’s complaint.
Eastbourne Borough Council (202427422)
The complaint is about the landlord’s response to the residents: Reports of water ingress into the property. Reports concerning the conduct of landlord staff. The Ombudsman has also considered the landlord’s handling of the associated complaint.
Haringey London Borough Council (202318746)
The complaint is about the landlord’s handling of the resident’s: Requests to be permanently rehoused. Reports of repairs to the property. Requests to be moved to temporary accommodation due to nearby construction. The landlord’s complaint handling as also been considered.
London Borough of Islington (202437111)
The complaint is about the landlord’s handling of: The resident’s request to take over the tenancy following the death of his mother. Rent arrears that accrued while the request was being considered. We have also considered the landlord’s complaint handling.
London Borough of Wandsworth (202315207)
The complaint is about the landlord’s: Handling of the resident’s reports of damp and mould and the associated repairs. Response to the resident’s reports of damaged belongings. Complaint handling.
London Borough of Hounslow (202410799)
The complaint is about the landlord’s handling of: Adaptation of the property, including lack of communication and delays to the works. Storage of the resident’s possessions, including her request for reimbursement of removal costs. The resident’s reports of damage to her crockery and glassware. The resident’s request to be decanted …
Rotherham Metropolitan Borough Council (202331664)
The complaint is about the landlord’s handling of: A furniture and flooring package charge included on the resident’s rent account. The associated complaint.
London Borough of Camden Council (202322301)
REPORT COMPLAINT 202322301 Camden Council 14 July 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 is […]
Royal Borough of Kingston Upon Thames (202332318)
The complaint is about the landlord’s handling of: The sales process and its non-disclosure of the plans to carry out major works prior to the sale of the property to the resident. The section 20 consultation process. The funding of and incentive for completing the major works. Leaks to the …
Rochdale Boroughwide Housing Limited (202329287)
The complaint is about the landlord’s: Handling of the resident’s subject access request (SAR). Response to the resident's reports that a contractor damaged his property and caused him an injury during bathroom adaptation works. Delays to approve accessibility adaptations.
London Borough of Islington (202423374)
The complaint is about the landlord’s response to the resident’s reports of a damaged garden wall.
London Borough of Lewisham (202301512)
The complaint is about the landlord’s handling of the resident’s: Request for support using a recommended noise app. Allegations of staff misconduct. We have also considered the landlord’s complaint handling.
London Borough of Lewisham (202423546)
The complaint is about the landlord’s handling of Reports of a leaking toilet, bathroom repairs and associated damage. Concerns about asbestos. Reports of rubbish left in the garden. The Ombudsman has also considered the landlord’s complaint handling.
London Borough of Lambeth (202323039)
The complaint is about the landlord's handling of: A payment of compensation for a missed appointment. The resident’s complaint.
Waverley Borough Council (202322576)
The complaint is about the landlord’s: Handling of reports of antisocial behaviour (ASB). Handling of the complaint.
London Borough of Redbridge (202320807)
The complaint is about the landlord’s handling of: Kitchen repairs following reports of a leak. The associated complaint.
London Borough of Hammersmith and Fulham (202306618)
The resident has complained to the Ombudsman about: The condition of the previous property upon letting. The condition of the balcony in the previous property. The landlord’s handling of damp and mould at the previous property. The landlord’s handling of the transfer to the new property. The Ombudsman has investigated …
London Borough of Islington (202413663)
The complaint is about the landlord’s handling of: The resident’s concerns about her neighbour's decking, noise disturbance, and damage to her property. The resident’s privacy concerns. The resident’s dissatisfaction with it allowing her neighbour to access its van. Communication around previous offers of compensation. We have also investigated the landlord’s …
London Borough of Lambeth (202325251)
The complaint is about the landlord’s handling of: The decant process, including the resident’s request for a permanent move to an alternative property. The resident’s request for a parking permit at the decant property. We have also considered the landlord’s complaint handling.
London Borough of Lambeth (202428770)
The complaint is about the landlord’s: handling of reports of damp and mould. understanding of the household’s vulnerabilities and support needs. The Ombudsman has also considered the landlord’s handling of the complaint.
London Borough of Waltham Forest (202424336)
This complaint is about the landlord’s handling of: The resident’s mutual exchange. Reports of water ingress, damp and mould. Outstanding repairs.
Haringey London Borough Council (202342751)
The complaint is about the landlord’s handling of: The resident’s reports of a faulty intercom system. The resident’s reports of ongoing issues with the lifts being out of service. The resident’s request to be rehoused. The resident’s complaint.
London Borough of Camden Council (202348136)
The complaint is about the resident’s concerns about condition of the property at the start of the tenancy. We have also considered the landlord’s complaint handling.
London Borough of Tower Hamlets (202331276)
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Requests for repairs to the balcony door. Reports that the shower was not draining properly. We have also considered the landlord’s complaint handling.
London Borough of Enfield (202405358)
The complaint is about the landlord’s handling of: the resident’s report of a leak in the property. the resident’s request to be rehoused. the resident’s request to repair and replace the boiler. the resident’s request for an investigation and action plan to address outstanding repairs. the associated complaint.
London Borough of Hammersmith and Fulham (202403177)
The complaint is about the landlord’s handling of the resident’s: Reports that her doors and windows had been affected by subsidence issues at the property. The associated complaint.
London Borough of Havering Council (202312359)
The complaint is about the landlord’s handling of the resident’s concerns about its: Withdrawal of an offer of accommodation. Communication about rent arrears. We have also considered the landlord’s complaint handling.
Waverley Borough Council (202325469)
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Reports of garden flooding, external repairs, and recharge concerns. Aids and adaptations queries. Reports of cooker issues. Safeguarding concerns. Associated complaints.
London Borough of Islington (202421585)
The complaint is about the landlord’s handling of the resident’s: Concerns about damp and mould. 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)