Stroud District Council (202115464)
This complaint is about the resident’s reports of the landlord’s handling of: Replacement of the shed roof. The resident’s roof and chimney repair. The resident’s concerns regarding the conduct of an operative.
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
Sandwell Metropolitan Borough Council (201913046)
The complaint is about the landlord’s: Handling of the resident’s antisocial behaviour (ASB) case. Response to reports that the fence had been removed.
Haringey London Borough Council (202112771)
The complaint is about the landlord’s response to the residents’ reports of: asbestos in the property. the air quality and lack of sufficient ventilation. priority for transfer based on overcrowding and an undersized bedroom.
Newham Council (202204227)
The complaint is about: The landlord’s handling of the repair of a leak and remedial works required, including costs incurred by the resident.
Southwark Council (202111918)
The complaint is about: The landlord’s response to the resident’s concerns about the service provided by his Homeownership Officer (HO). The landlord’s handling of the resident’s queries about his service charge. The landlord’s response to the resident’s concerns about the handling of his personal information. The landlord’s complaints handling.
Newham Council (202205449)
The complaint is about: The level of compensation offered by the landlord in recognition of delays in repairing leaks to his property in 2018. The landlord’s handling of the associated complaint.
Harlow District Council (202103324)
This complaint is about the landlord’s response to the resident’s concerns about: The smoke alarms and gas safety checks at his property. An electrical inspection at his property. Debris falling from the flue flashing/ceiling on to his boiler.
Leicester City Council (202001361)
This complaint is about the landlord’s handling of: The resident’s reports of Anti-Social Behaviour (ASB) by her neighbour’s adult son. The associated complaint.
Southwark Council (202113463)
This complaint is about: The resident’s request to be rehoused; The landlord’s response to the resident’s reports of leaks, damp and mould at the property; The landlord’s complaint handling; The landlord’s record keeping.
Barking and Dagenham Council (202009340)
The resident complains about: The suitability of the property offered by the landlord in February 2020. The landlord’s handling of her subsequent concerns about the size of the property. The Ombudsman has also considered the landlord’s complaint handling.
Lambeth Council (202115626)
REPORT COMPLAINT 202115626 Lambeth Council 24 November 2022 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 […]
South Tyneside Council (202118424)
The complaint is about: The landlord’s response to the resident’s request that a former outhouse at the property be rebuilt, given her concerns regarding the amount of space in her kitchen. The landlord’s handling of the associated complaint.
Westminster City Council (202004648)
The complaint is about the landlord’s response to the resident’s: reports about repairs to her railing and gate; request for a building completion certificate; concerns about the behaviour of the landlord’s surveyor. The complaint is also about the landlord’s complaints handling.
Camden Council (202114649)
This complaint is about the landlord’s: Response to the resident’s report of a leak and damage to his ceiling. Handling of the resident’s concerns about a member of its staff’s behaviour towards him. Handling of the associated complaint.
Southwark Council (202204107)
The complaint is about the landlord’s: response to the resident’s reports of a loss of heating and hot water, and related missed appointments. complaints handling and record-keeping.
Hammersmith and Fulham Council (202113955)
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise disturbance. The landlord’s handling of the resident’s concerns about soundproofing. The landlord’s handling of the resident’s request for a garden screen.
North Northamptonshire Council (202201798)
The complaint is about the landlord’s response to the resident’s request for it to remove a tree in her front garden. The Ombudsman has also considered the landlord’s complaint handling.
Southampton City Council (202000348)
The complaint is about the landlord’s response to: Reports of antisocial behaviour by the resident’s neighbours. The resident’s request to be re-housed.
Bristol City Council (202111004)
The complaint is about the landlord’s handling of: The resident’s correspondence sent on 17 May 2021. The associated formal complaint.
Havering Council (202116597)
The complaint is about: The landlord’s handling of the resident’s reports of Anti-Social Behaviour and noise nuisance by their neighbour. The landlord’s handling of the resident’s request for a management transfer. The landlord’s complaints handling.
Southwark Council (202202296)
REPORT COMPLAINT 202202296 Southwark Council 1 November 2022 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 […]
Wandsworth Council (202114577)
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) and noise disturbance. The landlord’s handling of counter allegations made against the resident. The landlord’s handling of the resident’s request to be transferred.
Southampton City Council (202100164)
The complaint is about the landlord’s: Handling of the resident’s reports of anti-social behaviour (ASB). Handling of the resident’s request to be moved to a new property. Complaints handling.
East Devon District Council (202012631)
The complaint is about the landlord’s handling of: The resident’s reports of Anti-Social Behaviour (ASB) perpetrated by a neighbour, specifically, noise nuisance. The resident’s reports of an extensively overgrown garden. The resident’s reports of an issue with a drain at the property. The resident’s complaint.
Haringey London Borough Council (202119223)
The complaint is about the landlord’s: response to the resident’s reports of repair issues with her rear gate and her request to replace the dividing link fence with a wooden fence; complaints handling.
Islington Council (202005765)
The complaint is about the landlord’s response to: The resident’s reports of antisocial behaviour (ASB) and noise disturbance. The priority awarded to the resident’s housing register application. The landlord’s handling of the resident’s request to be transferred.
Hammersmith and Fulham Council (202118208)
The complaint is about the landlord’s: response to the resident’s concerns about missed appointments and poor contractor behaviour; response to the resident’s request for a new radiator; complaints handling.
Wiltshire Council (202108732)
The complaint is about The level of service charge demanded by the landlord following a roof repair. The landlord’s response to the leaseholder’s report of a broken roof tile.
Southwark Council (202125200)
The complaint is about the landlord’s: response to the resident’s reports of repairs to the electrics and its impact on the resident’s ability to work; complaints handling.
Lambeth Council (201907909)
The complaint is about the landlord’s handling of: Damp in the resident’s property and the length of time taken to complete repairs. The resident’s enquiries about a service charge bill.
Lambeth Council (202005612)
REPORT COMPLAINT 202005612 Lambeth Council 2 February 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. This is […]
Barking and Dagenham Council (202112565)
This complaint is about the landlord’s: Handling of the resident’s application for a landlord licence; Response to the resident’s concerns about its administration of a major works notification and service charges; complaint handling.
Adur District Council (202109633)
The complaint is about the landlord’s response to: The resident’s report of the neighbour’s cat fouling and items left in the communal stairwell. The resident’s report of Anti-Social Behaviour by the neighbour’s grandson. The associated complaint.
East Riding of Yorkshire Council (202128382)
The complaint is about the landlord’s: response to the resident’s concerns that the property was incorrectly advertised as having access to a driveway; reimbursement and communication of its goodwill offer relating to application fees.
Waltham Forest Council (202127241)
The complaint is about the landlord’s handling of: The resident’s reports of damage to his flooring. The associated complaint.
Blackpool Council (202124721)
The complaint is about the landlords response to the resident’s: concerns about a risk marker placed on his tenancy file; reports of repair works to his boiler and plastering of his kitchen wall.
Southwark Council (202102649)
The complaint is about the landlord’s handling of: The resident’s housing application. A pest infestation in the resident’s property. The resident’s reports of unacceptable staff conduct demonstrated by the Housing Officer.
Eastbourne Borough Council (202112042)
The complaint is about: The landlord’s handling of repairs to the guttering at the resident’s property and its response to the resident’s reports of damp and mould. The landlord’s handling of the installation of a kitchen extractor fan. The landlord’s complaints handling.
Haringey Council (202100487)
The complaint is about the landlord’s response to: The resident’s reports of anti-social behaviour. The resident’s request for a sound-proofing assessment. The resident’s request for rehousing.
Stoke-on-Trent City Council (202113456)
The complaint is about the landlord’s response to: The resident’s reports of water ingress. The resident’s reports concerning the lift shaft, broken Perspex, trees outside the property and damp and mould. The associated complaint.
Lambeth Council (202108805)
The resident’s complaint was about: The landlord’s handling of repairs to the resident’s property. The landlord’s handling of the resident’s concerns regarding the removal of the neighbour’s garden wall. The landlord’s complaint handling.
Camden Council (201905616)
This complaint is about the landlord’s handling of the: repairs to the front door report of the conduct of the operatives repairing the front entrance door report of the conduct of its staff resident’s reports of anti- social behaviour and hygiene issues from Flat A.
Richmondshire District Council (202104410)
This complaint is about: Whether the resident was given the opportunity to postpone the works to her bathroom in January 2021. A discrepancy between the Risk Assessment and Method Statement for those works. Rubbish being left in the resident’s property once the works had been completed and the associated clearance …
Cannock Chase District Council (202106467)
The resident has complained about: The landlord’s response to reports of ASB and counter allegations. The landlord’s handling of his concerns about staff conduct.
Wolverhampton City Council (202113087)
The complaint is about the landlord’s response to the resident’s: reports of rubble in her rear garden; concerns about the landlord’s operatives attending unannounced; reports of a rodent infestation; request to for a property transfer. The complaint is also about the landlord’s complaints handling.
Canterbury City Council (202011397)
The complaint is about: The landlord’s handling of the resident’s reports of damage to her belongings. The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of rubbish removal.
Lambeth Council (202002809)
The complaint is about: The landlord’s handling of the resident’s reports of damp and repairs required to fencing and windows at the property. The landlord’s handling of the resident’s concerns about the condition of a vacant, neighbouring property. The landlord’s decision to replace a communal lock at the property, including …
Kingston upon Thames Council (202116746)
REPORT COMPLAINT 202116746 Kingston upon Thames Council 4 August 2022 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 […]
Slough Borough Council (202111823)
The complaint is about the landlord’s response to: The resident’s concerns about the state of repair and security of communal doors, the resident’s reports of fly tipping and to the resident’s concerns regarding communal cleaning. The resident’s request for information regarding service charges. The resident’s concern about asbestos .
Islington Council (202200850)
The complaint is about: The landlord’s handling of the resident’s request for a replacement front door and frame. A welfare check. Information held on file The landlord’s complaint handling.
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)