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.
The landlord acknowledged its failures in response to the complaint. In line with its policy at the time, the current housing officer should not have responded at stage 1. However, we have not identified any detriment or overall impact caused. The compensation offer was appropriate and was enough to satisfactorily …
Decision Case ID 202510180 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 19 December 2025 Background Following reports of roof leaks affecting her property, the landlord carried out […]
Decision Case ID 202407446 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Leaseholder Date 16 December 2025 Background The resident occupies a 1-bedroom flat in a converted townhouse. She complained […]
Decision Case ID 202514101 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 12 December 2025 Background The property is a ground floor flat in a house conversion. In […]
Decision Case ID 202438130 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 1 December 2025 Background The resident lives in a 2-bedroom flat with her partner and 4 […]
Decision Case ID 202424182 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 28 November 2025 Background The resident lived in the property with her daughter. The resident […]
Decision Case ID 202446833 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Leaseholder Date 27 November 2025 Background The property is a ground floor flat in a block. There are windows […]
Decision Case ID 202334327 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Shared Ownership Date 24 November 2025 Background The resident purchased the lease for the property in February 2022. […]
Decision Case ID 202413896 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 13 November 2025 Background The resident is a tenant of the landlord in a flat. […]
Decision Case ID 202427142 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Secure Tenancy Date 6 November 2025 Background The resident had a joint tenancy with his ex-partner. After a […]
Decision Case ID 202429292 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 4 November 2025 Background The property is a 4 bedroom flat on the fourth (and top) […]
Decision Case ID 202446729 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 31 October 2025 Background The resident is an assured tenant of the landlord. Her property […]
Decision Case ID 202449521 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 31 October 2025 Background The resident has an assured tenancy which started in May 2010 and […]
Decision Case ID 202441676 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 29 October 2025 Background The resident lives in a 2-bedroom flat which is owned and […]
Decision Case ID 202342604 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 24 October 2025 Background The property is a one-bedroom, top floor flat. There are 3 flats […]
The complaint is about: The landlord’s handling of kitchen floor repairs. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould and the associated repairs. The resident’s complaint.
The resident’s complaint is about the landlord’s: Provision of audited service charge accounts. Handling of her associated complaint.
The complaint is about the landlord’s handling of: Repairs to the bedroom walls. Concerns raised over staff conduct and communication. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to the boiler. Damp and mould in the property. Repairs to the window restrictor. Reports of damage to the property and possessions following a leak. The resident’s requests to move. The resident’s concerns about her housing officer. The Ombudsman has also …
The complaint is about the landlord’s handling of the resident’s: Report of domestic abuse and request for a housing transfer. Concern about staff conduct. Associated formal complaint.
The leaseholder’s complaint is about the landlord’s handling of: Her concerns about turnover of staff. Her concerns regarding sinking funds and service charges. We have also considered the landlord’s complaint handling.
The resident’s complaint is about: The level of service charges associated with the property. The landlord’s communication about service charges. The Ombudsman has also considered the landlord’s complaints handling.
This complaint is about the landlord’s handling of the resident’s: Reports that her floor was sinking. Reports of rodents in her property. This complaint is also about the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports that the communal door was not secure. The resident’s reports that the bin store was not secure and was unclean. The resident’s reports that the flooring in the building is noisy. The resident’s reports of damp and mould. The …
The complaint is about:
The complaint is about the landlord’s response to: The resident’s reports of leaks, damp, and mould in the property. The resident’s concerns regarding her rent arrears. The Ombudsman has also investigated the landlord’s handling of the complaint. In its stage 2 response, the landlord acknowledged that the resident raised her …
The complaint is about the landlord’s handling of: The resident’s reports of noise coming from the hot water cylinder in her property. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Cracks in the wall of the property. Missing roof tiles. We have also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp, mould, and a leak inside the property. Reports of a broken balcony door. Query about her housing priority date.
The complaint is about the landlord’s: Response to the resident’s reports of a loss of heating and hot water. Complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Concerns regarding the delays in the window and kitchen replacement. Associated complaint and communication requirements.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould and the completion of the associated works. The landlord’s handling of the resident’s concerns about communication. The landlord’s handling of the resident’s request for adaptations to her home. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: Leaks in the property. Damp and mould. The resident’s request to replace the upstairs bathroom.
The complaint is about the landlord’s handling of: Antisocial behaviour (ASB) reports, including items left in communal areas. A transfer request. The resident’s complaint.
The complaint was about the landlord’s response to the resident’s reports of: The resident’s fuse box “sparking”. Damp in the resident’s bathroom. A pest infestation. The condition of the resident’s kitchen. We will also consider the landlord's complaint handling.
The complaint is about: The landlord’s handling of repairs to the heating system and subsequent leak. The landlord’s response to damage to the resident’s possessions caused by a leak. We have also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord's handling of: Repairs to the front door and hallway entrance door as well as defective windows. The resident's request to transfer his tenancy from a joint to a sole tenancy. Issuing the resident a £500 refund. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of noise from her upstairs neighbour. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: the level of rent increase in 2024. the resident’s concerns about the lack of a housing officer and the landlord’s communication with her. the associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports that her mobility scooter had been stolen and her request for compensation. The landlord’s handling of the resident’s concerns about building repairs, cleaning and service charge costs. The landlord’s handling of the resident’s reports of a pest infestation . …
The complaint is about the landlords handling of: Repairs to the resident’s platform lift. The resident’s requests for interior decorating. The Ombudsman has also investigated the landlord’s: Complaint handling. Record keeping.
The complaint is about: The landlord’s handling of reports regarding the communal lights and concerns about the associated service charges. The landlord’s decision to issue TORT notices following a fire risk assessment. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns that service charges were not aligned with her tenancy agreement. The Ombudsman has also considered the landlord’s associated complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould and the associated repairs. The associated complaints.
The complaint is about the landlord’s: Handling of repairs for a leak, damp and mould in the resident’s property, including a faulty window and a faulty balcony door. Handling of the associated complaint.
The complaint is about the landlord’s handling of: Repairs and maintenance within the communal areas of the block. Antisocial behaviour (ASB) from gangs congregating in and around the block. The resident’s concern that he was paying for services that were not being provided and the level of the service charges …
The complaint is about the landlord’s handling of the resident’s: Rent and service charge account. Reports that repairs were needed to the main entrance door. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB). complaint.
The complaint is about the landlord’s handling of the resident’s concerns about: Errors in the billing of service charges. The level of service charges. We have also investigated the landlord’s complaint handling.
| 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 |