Hounslow Council (202106793)
The complaint concerns: The landlord’s decision to remove plants from the resident’s balcony. The formal complaint into the matter.
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
North Kesteven District Council (202102564)
The complaint is about the landlord’s decision not to grant permission for adaptations at the property, specifically, an extension. The complaint is also about the landlord’s handling of the request for permission to make adaptations at the property.
Sandwell Metropolitan Borough Council (202011133)
This complaint is about:
Camden Council (202006556)
The complaint is about: The landlord’s handling of the resident’s reports of an odour coming from her neighbour’s property. The landlord’s complaint handling.
Wokingham Borough Council (202102033)
REPORT COMPLAINT 202102033 Wokingham Borough Council 22 December 2021 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 […]
Brentwood Borough Council (202016001)
REPORT COMPLAINT 202016001 Brentwood Borough Council 20 December 2021 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 […]
Birmingham City Council (202100448)
The resident complains about the fence replacement the landlord carried out at his property, and its response to his subsequent formal complaint about the matter.
Mid Devon District Council (202013248)
The resident’s complaint is about: The conduct, behaviour and comments by landlord staff made to her when visiting her property, with or without prior notice. Window repairs. Bathroom heating. The landlord’s response to damp and mould reports. Repairs to her front path. The front door is not to her agreed …
Darlington Borough Council (202014803)
This complaint is about the landlord’s handling of: the resident’s anti-social behaviour (ASB) reports; the resident’s complaint about staff conduct.
Waltham Forest Council (202110675)
The complaint concerns how the landlord handled repairs to: The guttering of the building. The shower in the resident’s property.
Westminster City Council (202100956)
The complaint is about: The landlord’s handling of follow-on works from its previous gas safety service in January 2020. The landlord’s handling of the resident’s annual gas safety service. The landlord’s handling of the associated complaint.
Birmingham City Council (202107520)
The complaint refers to: The landlord’s handling of the resident’s reports of repairs needed to the external doors of the property, the wooden external panels and her concerns about pests in the property. The resident’s further concerns related to new repair issues, including a leak into her shower room and …
Hammersmith and Fulham Council (202011986)
The complaint is about the length of time taken by the landlord to complete restorative repairs at the resident’s property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Leeds City Council (202109622)
The complaint refers to: The landlord’s handling of the repairs needed to the resident’s front and back doors, windows and cupboard door in her bedroom. The resident’s concerns about repairs needed to her kitchen and plastering . The landlord’s handling of the associated complaint.
Brent Council (202000712)
The complaint is about the landlord’s response to: Repairs within the resident’s property and within her block prior to July 2017. Concerns raised about renovation works to the resident’s block of flats between 2003 and 2005. The resident’s concerns that there was no caretaker for the building, and that the …
Lewisham Council (202015261)
The complaint is about:
Newham Council (202008669)
The complaint is about: The repairs service provided by the landlord. The landlord’s response to concerns regarding staff conduct. The landlord’s complaint handling.
Tower Hamlets Council (202003166)
The resident complains about:
Lambeth Council (202010775)
REPORT COMPLAINT 202010775 Lambeth Council 23 November 2021 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 set […]
Hammersmith and Fulham Council (202005513)
The complaint is about the landlord’s response to the resident’s reports of repair issues with her bathroom and kitchen, and the amount of compensation subsequently offered. The Ombudsman has also considered the landlord’s complaint handling in this investigation.
Hammersmith and Fulham Council (202010889)
The complaint is about the landlord’s response to the resident’s reports of damage to her property caused by a defective external wastepipe. The report will also address the landlord’s handling of the associated complaint.
Leicester City Council (202011563)
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s reports of antisocial behaviour (ASB).
Gateshead Metropolitan Borough Council (202012425)
The complaint is about the landlord’s handling of: - The resident’s report of a flood in her bathroom. The resident’s reports of consequential damage to the bathroom and kitchen. The resident’s complaint.
Barking and Dagenham Council (202003034)
The complaint is about the: landlord's handling of a toilet blockage from 2019 – 2020. The Ombudsman has also considered the landlord’s complaints handling.
Birmingham City Council (202104637)
The complaint is about the landlord’s handling of:
Newham Council (202106975)
The complaint is about: The height of trees in a neighbouring garden. The landlord’s response to the resident’s concerns about the above.
Broxtowe Borough Council (202105375)
The complaint is about: The landlord’s handling of the resident’s reports of a range of different repairs, including leaks, damp and mould. The landlord’s complaint handling. The impact the condition of the resident’s property had on her family’s health.
Southwark Council (202016004)
REPORT COMPLAINT 202016004 Southwark Council 16 November 2021 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 set […]
Hammersmith and Fulham Council (202012724)
The complaint is about the landlord’s handling of the resident’s: reports of boiler repairs prior to September 2020. reports of boiler repairs in September 2020. complaint that the landlord’s contractor damaged her flooring. subsequent formal complaint.
Bristol City Council (202010485)
This complaint is about the landlord’s handling of: the resident’s reports that a lean-to was unlawfully removed; works it had agreed to complete to allow the reinstatement of the lean-to; the resident’s concerns about the validity of a guarantee for external wall insulation (EWI) works.
Haringey Council (202016546)
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour from the flat below. The landlord’s response to the resident’s request for a refund of rent for the time that he was living away from his property. The landlord’s response to the resident’s request for a …
Kingston upon Thames Council (202106614)
The complaint concerns: The landlord's handling of the resident’s reports of the communal entry doors not closing. The landlord's handling of the resident’s complaint.
Southwark Council (202008046)
The complaint is about the landlord’s response to the resident’s reports of: The temperature at the property and the need for replacement heaters. Its complaints handling.
Dartford Borough Council (202006740)
This complaint is about: a. the level of the landlord’s service charges for items such as building and communal grounds maintenance; b. the landlord’s response to the resident’s reports about; Service charges a neighbour’s CCTV installation
Croydon Council (202005370)
The complaint is about the landlord's handling of: the resident’s reports of Anti-Social Behaviour (ASB); and the resident’s housing arrangements. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Leeds City Council (202008675)
The complaint is about the landlord’s: Assessment of the resident’s priority for rehousing. Response to the resident’s reports of anti-social behaviour (ASB). Response to the resident’s reports about a leak, damp and mould at the property.
Birmingham City Council (202005797)
The complaint is about the landlord’s: Response to the resident’s concerns regarding cigarette smoke penetrating his property from the property below. Response to the resident’s concerns regarding the upkeep of the garden by the tenants from the property below. The Ombudsman has also considered the landlord’s complaint handling as part …
Southwark Council (202008263)
The complaint is about the landlord’s response to the resident’s reports concerning:
Wolverhampton City Council (202102875)
The complaint is about: The landlord’s response to the resident’s request for re-plastering walls in the property. The landlord’s handling of the resident’s complaint.
Bristol City Council (202012416)
The complaint is about the landlord’s response to the resident’s reports about:
Camden Council (202015151)
This complaint is about: a. Repairs which the landlord instructed in response to an ongoing noise dispute, and the delays to those repairs. b. The resident’s request to be re-housed c. The landlord’s complaint handling
Arun District Council (202012616)
The complaint is about: The landlord's response to a report of flooding in the property following a burst bathroom pipe and the amount of compensation offered. The landlord’s complaints handling. A representative has been acting on the resident’s behalf when dealing with this Service and the landlord. For the sake …
Harrow Council (202014348)
The complaint is about the landlord’s: response to the resident’s reports of a leak at his property; complaints handling.
Eastbourne Borough Council (202014000)
The complaint is about the landlord’s: Consideration of the resident’s transfer application. Support to the resident in applying for alternative accommodation. Handling of the resident’s reports of antisocial behaviour (ASB). Complaints handling.
Sandwell Metropolitan Borough Council (202107582)
The complaint refers to the landlord’s handling of: communal cleaning at the resident’s property. the resident’s Subject Access Requests. The resident’s concerns about the landlord’s decision to issue a single point of contact arrangement. the associated complaint.
Lambeth Council (202011261)
The complaint concerns: The landlord’s handling of the resident’s concerns around the safety of electrical works carried out in September 2018. The length of time taken by the landlord to carry out repairs to the resident’s heating and hot water system. The length of time taken by the landlord to …
Haringey Council (202011998)
The complaint is about: The resident’s liability to pay service charges for works which she is dissatisfied with. The landlord’s handling of repairs to the resident’s guttering, roof and windowsill. The landlord’s handling of the associated complaint.
Islington Council (202013257)
The complaint is about the landlord’s: Response to the resident’s concerns that it issued him a warning letter preventing him from raising complaints regarding staff conduct. Complaint handling.
Leicester City Council (202001448)
The complaint is regarding: The landlord’s handling of repairs to the resident’s roof and ceiling. The landlord’s response to concerns the resident raised regarding asbestos. The landlord’s response to reports of flies coming into the resident’s property via vents.
Mid Suffolk District Council (201911656)
The complaint is about: The landlord’s handling of repairs carried out at the resident’s new property. The landlord’s handling of reports that contractors damaged the resident’s possessions. The landlord’s handling of the reports about the conduct of contractors at the property, including concerns over adherence to Covid-19 rules, operatives mocking …
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)