Wandsworth Council (202127810)
The complaint concerns: the landlord’s handling of the resident’s reports of multiple repairs to the property. the landlord’s response to the resident’s request for a rent rebate for the period the repairs relate to.
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
Metropolitan Thames Valley Housing (MTV) (202212019)
The complaint is about the landlord’s: response to the resident’s reports about a pest infestation; response to the resident’s request for a key to the mailbox; complaints handling.
Optivo (now Southern Housing) (202208944)
The complaint concerns is about the landlord’s: response to the resident’s reports about the condition of the radiators in the property; complaints handling.
A2Dominion Housing Group Limited (202011791)
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Reports of damage caused by rats. Complaints. The investigation has also considered the landlord’s information management in respect of this complaint.
Beyond Housing Limited (202209805)
The complaint is about the landlord’s: Response to the resident's reports of anti social behaviour (ASB). Response to the resident’s request for a single point of contact and communication adjustments. Response to the resident’s concerns about security, specifically CCTV and locks on the gates. Complaint handling.
Bromford Housing Group Limited (202125691)
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 his health and caused injury. The amount of compensation offered by the landlord’s …
Lambeth Council (202203038)
This is about: The resident’s complaint about missed appointments. How the landlord handled a leak into the resident’s property. How the landlord handled the resident’s report of loss of lighting. The landlord’s handling of the associated complaint.
Notting Hill Genesis (NHG) (202104209)
The complaint is about the landlord’s management and handling of: reports of antisocial behaviour and allegations of subletting made against the resident. reports of harassment and a neighbour dispute. concerns that the resident’s mental health was not taken into consideration when dealing with their service requests. the resident’s request that …
Optivo (now Southern Housing) (202203569)
The complaint is about: The landlord's response to the resident’s report he could not reach the out of hours service. The landlord’s handling of the resident’s reports of anti social behaviour (ASB). The landlord's response to the resident’s request for reasonable adjustments. The landlord's response to the resident’s report about …
Sanctuary Housing Association (202207260)
The resident has complained about the landlord’s handling of: her request for operatives to wear new PPE during visits. her report that a streetlight in the car park was not giving sufficient lighting. her report of birds in the roof of the building and its impact on her, in particular, …
South Liverpool Homes Limited (202221149)
The complaint is about the landlord’s: Handling of the resident’s succession of her mother’s tenancy and associated rent arrears. Handling of the resident’s benefit support needs. Handling of the boiler inspection at the property. Complaint handling.
Guinness Housing Association Limited (202216676)
The complaint is about the landlord’s handling of the resident’s: reports of mould at the property. associated complaint.
Leeds City Council (202212888)
The complaint is about the landlord’s handling of the resident’s reports of: Repairs to the radiators. Repairs to the electrics. Poor plasterwork in the living room. Damp and mould. Repairs to the back garden fence. The landlord’s complaint handling was also determined.
LiveWest Homes Limited (202209620)
The complaint is about: The landlord’s delay to completing repairs to the outside wall of the resident’s property. The landlord’s response to the resident's request for compensation for damage caused by contractors to the property. The Ombudsman has also looked at the landlord’s handling of the associated complaint.
One Housing Group (202214682)
The complaint is about the landlord’s handling of: the resident’s request for adaptations to the doors in communal areas of her building. the associated complaint.
Orbit Group Limited (202203454)
The complaint is about the landlord’s response to the resident's concerns relating to: parking issues and information relating to parking, and; parking fines.
Shepherds Bush Housing Association Limited (202120508)
The complaint is about the landlord’s: Handling of the works to remedy the faults found to the gas supply serving the block. Handling of the hot water cylinder installation to the resident’s flat. Response to the resident’s request to install an electric hob. Response to the resident’s queries regarding buy …
The Riverside Group Limited (202117523)
The complaint is about: The landlord’s handling and communication in relation to fire safety works and the provision of EWS1. The landlord’s handling of the resident’s concerns about building security. The landlord’s response to the resident’s queries about subletting. The landlord's response to the resident’s concerns about an increase in …
Clarion Housing Association Limited (202122932)
The complaint is about the landlord’s handling of damp reports and repair requests. The landlord’s handling of the related complaint.
Metropolitan Thames Valley Housing (MTV) (202210590)
The complaint is about: the delays in providing a breakdown of service charges and the handling of the resident’s queries. The landlord’s complaint handling.
Origin Housing Limited (202004858)
The complaint is about the landlord's handling of: repairs in respect of damp and mould; the subsequent complaint and its offer of compensation in respect of those repairs; the resident’s allegations that the landlord discriminated against him during the license period; the resident’s housing application under Part 6 of the …
Your Housing Limited (202206025)
The complaint is about the landlord’s handling of the resident’s: reports of a mice infestation in her home; reports of damage caused to her floor tiles when the landlord installed a patio door at her home; associated complaint.
Camden Council (202211999)
The complaint is about: The landlord’s handling of leaks from a soil pipe. The landlord’s handling of repairs to the kitchen. The landlord’s handling of the resident’s request for compensation for damaged possessions following the leaks. The landlord’s handling of the complaint.
Clarion Housing Association Limited (202205997)
This complaint is about the landlord’s handling of: The boiler replacement. Reports of mould within the property. The resident’s request for a replacement kitchen. The resident’s request for adaptations to a communal door. The associated complaint.
Islington Council (202127226)
The complaint is about: The landlord’s decision to lease out a bin storage area on the estate, without consultation. The landlord’s decision not to reduce the rent charged to residents following the leasing of the bin storage area. The landlord’s response to the resident’s concerns about the provision of, and …
Southern Housing Group Limited (202204941)
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB), including noise nuisance. The associated complaint.
Home Group Limited (202204375)
This complaint is about the managing agent’s response to: Damage caused by a pigeon infestation. Reports of inconsiderate use of the communal car park. Reports of insufficient cleaning of the communal bin area. Requests for a refund of service charges. This Service has also decided to investigate the managing agent’s …
Metropolitan Thames Valley Housing (MTV) (202202295)
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour. The landlord’s complaint handling.
Shepherds Bush Housing Association Limited (202201412)
The complaint is about the landlord’s decision not to convert the loft, to provide an additional bedroom and bathroom for the resident’s son. The Ombudsman has also considered the landlord’s handing of the subsequent complaint.
Clarion Housing Association Limited (202123207)
The complaint is about the landlord’s handling of: A leak into the resident’s property from the flat above. The associated complaint.
Hammersmith and Fulham Council (202109735)
The complaint is about the landlord’s: response to the resident’s Freedom of Information (FOI) requests; response to the resident’s concerns about various repair issues, including: her flooring; her window; the lifts in the building; other repair issues in the property; response to the resident’s reports about antisocial behaviour (ASB); response …
LiveWest Homes Limited (202216570)
The complaint is about: The standard of cleaning to communal areas. The landlord’s lack of communication. The decoration of the lobby area. An increase in service charge. Repairs and alterations to the cladding on the building. The Ombudsman has also considered the associated complaint handling.
Southwark Council (202126857)
The complaint is about the landlord’s handling of the resident’s reports of: A loss of heating and hot water. Leaks from upstairs properties. The Ombudsman has also considered the associated complaint handling.
Sovereign Housing Association Limited (202127436)
REPORT COMPLAINT 202127436 Sovereign Housing Association Limited 21 July 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 […]
The Riverside Group Limited (202117955)
The complaint is about: The landlord’s handling of repairs to the communal electric car park gates. The level of the service charge raised by the landlord in respect of the electric car park gate repair. The landlord’s handling of the section 20 consultation process. The landlord’s handling of the complaint.
Woking Borough Council (202122187)
This complaint is about: How the landlord handled the resident’s permanent move. How the landlord handled estate and building management. How the landlord supported the resident during her move. How the landlord dealt with reports of staff misconduct.
Clarion Housing Association Limited (202201723)
The complaint is about the landlord’s handling of: The mutual exchange and associated issues regarding the condition of the property (garden, flooring in the hallway) following the exchange. Its communication regarding the resident’s rent increase. The complaint handling.
Hammersmith and Fulham Council (202223539)
The complaint is about the landlord’s: management of the resident’s rent; handling of soundproofing works and other repairs to the property, including temporary rehousing of the resident; response to the resident’s request for double glazed windows. The Ombudsman has also considered the landlord’s complaint handling.
Clarion Housing Association Limited (202203264)
The complaint is about the landlord’s: handling of the resident’s reports of leaks from the property above, and; complaint handling.
Home Group Limited (202208159)
The complaint is about the landlord’s: Handling of reports of damp and mould. Decision not to insulate the property. This Service has also considered the landlord’s complaint handling and record keeping.
Islington Council (202216141)
REPORT COMPLAINT 202216141 Islington Council 19 July 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. […]
London Borough of Croydon (202122556)
This complaint is about: The landlord’s Noise Pollution Team’s response to the resident’s reports of noise nuisance. The landlord’s response to the resident’s reports of antisocial behaviour (ASB).
Inquilab Housing Association Limited (202117243)
The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB); reports of her difficulties in making contact with it; request to move property and the associated record keeping; associated complaint.
Thurrock Council (202204868)
The complaint is about the landlord’s handling of: Repairs to the bathroom floor. A sewage leak in the garden.
Camden Council (202017192)
The complaint is about the landlord’s handling of the resident’s: Use of a communal garden. Associated complaint.
Guinness Housing Association Limited (202124293)
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in her property. The landlord’s handling of the resident’s report of a defect in her bathroom. The landlord’s handling of the resident’s formal complaint.
London Borough of Enfield (202212869)
The complaint is about: The resident’s request for a suitability review of the property. The state of repair of the property at the start of the tenancy. The landlord’s response to the resident’s concerns about the condition of communal areas at the property. The landlord’s handling of the resident’s complaint.
One Housing Group Limited (202123874)
The complaint relates to: The landlord’s response to the resident’s concerns over its handling of service charges. The landlord’s handling of the resident’s complaint.
Metropolitan Thames Valley Housing (MTV) (202017341)
The complaint relates to: The landlords handling of the flooring repairs. The landlords handling of the resident’s request for the installation of an accessible kitchen. The landlord forcing entry to the property and changing the locks. The landlord’s record keeping. The landlord’s complaint handling and the level of compensation offered.
Paragon Asra Housing Limited (202117783)
The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB) and noise nuisance; the resident’s 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)