London Borough of Hackney (202211339)
The complaint is about: The landlord’s handling of the resident’s reports of a flood, and damage to a communal pipe affecting her property. 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 & Quadrant Housing Trust (L&Q) (202202098)
The complaint is about: The landlord’s response to reports of antisocial behaviour (ASB). The landlord’s complaint handling.
London Borough of Hackney (202213556)
The complaint is about: The landlord’s handling of the resident’s reports about not having heating and hot water, and its handling of the resident’s request for a gas boiler. The landlord’s response to the resident’s reports about not having electricity, and the support it provided to enable the installation of …
London & Quadrant Housing Trust (L&Q) (202209759)
The complaint is about the landlord’s: handling of repairs to the balcony door; handling of reports of a rat infestation; complaint handling
London Borough of Newham (202205719)
The complaint is about the landlord’s: Handling of the resident’s reports about noise nuisance and antisocial behaviour (ASB). Complaint handling.
London Borough of Hounslow (202116448)
The complaint is about the landlord’s: Handling of void repairs at the property. Handling of a deep clean before the property was let to the resident. Handling of offers of accommodation in 2018 and the level of priority banding allocated to the resident in 2021. Complaint handling.
London & Quadrant Housing Trust (L&Q) (202212868)
The complaint is about the landlord’s handling of: The resident’s concerns about the glass balconies near his home. The subsequent complaint.
London Borough of Newham (202123325)
The complaint is about the landlord’s handling of: Overgrown trees located at the front and rear of the resident’s property. A leak at the property. The replacement of the resident’s kitchen. The associated complaint.
London Borough of Ealing (202213529)
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s reports of leaking taps. The decant process. The associated complaint.
London Borough of Hackney (202121330)
The complaint is about the landlord’s response to the resident’s concerns about: Missing belongings from her previous property following an emergency transfer and related staff conduct. Its refusal to replace a blind at her current property. Complaints handling.
London & Quadrant Housing Trust (L&Q) (202117601)
The complaint is about the landlord’s: Response to the resident’s reports of ASB and noise disturbance. Response to the resident’s concerns about an external light being connected to her electricity supply. Response to the outstanding repairs and the windows obstructing the gate when opened. Complaint handling.
London & Quadrant Housing Trust (L&Q) (202208960)
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The window repair issues.
Haringey London Borough Council (202223203)
The complaint is about: The level and reasonableness of the landlord's service charges for major works for a fire door and alarms at the resident’s property. The landlord’s handling of outstanding works to replace the resident’s flat entrance door. The landlord’s communications and complaint handling.
London Borough of Brent (202204732)
This complaint is about the landlord’s: Response to the resident’s reports of leaks from the roof and subsequent internal damage to his property. Response to the resident’s concerns about his insurance claim for the damage to his property.
London Borough of Ealing (202210609)
The complaint is about: The landlord's handling of the resident’s: Reports of damp and mould while it arranged a temporary decant. Request for alternative, permanent accommodation. Offers of temporary decant properties. Subsequent decant to a hotel, specifically regarding food allowance and mobility aids. Complaint. The landlord’s decision to decant the …
London Borough of Hackney (202119231)
The resident’s complaint is about the landlord’s: Handling of repairs to the front door and extractor fan. Handling of reports of damp and mould in the property. Decision not to allow the resident to move into her parent’s three-bedroom property.
London & Quadrant Housing Trust (L&Q) (202110294)
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould within the property. Noise nuisance (Antisocial behaviour) from the neighbour upstairs. Residents and visitors slamming the main entrance door causing noise disturbance. We have also considered the landlord’s handling of the resident’s request to move.
London & Quadrant Housing Trust (L&Q) (202222149)
The complaint is about the landlord’s handling of: reports of lack of hot water; the repairs to the external doors and windows; repairs to the bathroom, including the request to be compensated; complaint handling.
London Borough of Harrow (202207870)
The complaint is about: Pigeon proofing works at the property. The landlord’s handling of flooring works, carried out as part of major works. The landlord’s handling of the resident’s complaint.
London Borough of Islington (202212645)
The complaint is about the landlord’s handling of: The implementation of fire safety measures, including how it conducted a fire risk assessment (FRA). The resident’s residency check as part of a tenancy audit. The resident’s reports of a roof leak. The resident’s reports of anti social behaviour (ASB). The resident’s …
London & Quadrant Housing Trust (L&Q) (202201626)
The complaint is about the landlord’s handling of: a roof leak and associated damp and mould. reports of loose floorboards. replastering work. and the associated complaint.
London & Quadrant Housing Trust (L&Q) (202220260)
The compliant is about the landlord’s handling of: The resident’s transfer application. The formal complaint.
London & Quadrant Housing Trust (L&Q) (202117419)
The complaint is about: The landlord’s handling of the resident’s reports of noise nuisance, antisocial behaviour (ASB), and harassment. The landlord’s response to the resident’s reports of damp and mould in the property. The landlord’s complaint handling and the landlord’s decision to offset compensation paid to the resident against rent …
Haringey London Borough Council (202120142)
The complaint is about the landlord’s handling of the resident’s reports of: Antisocial behaviour. Noise from the neighbour’s toilet. We have also considered the landlord’s complaint handling.
London Borough of Sutton (202127305)
The complaint relates to: The landlord’s handling of reports of a pest infestation. The landlord’s handling of the complaint.
London & Quadrant Housing Trust (L&Q) (202123311)
This complaint is about the landlord’s: Response to the resident’s reports of repair to the windows, kitchen sink tap, heating and hot water, TV aerial and light fitting at the property she had been decanted to. Response to the resident’s report of a leak at the property she had been …
London & Quadrant Housing Trust (L&Q) (202204339)
The complaint is about the landlord’s: Response to the resident’s concerns about a fire door. Complaints handling.
London Borough of Brent (202124195)
The resident’s complaint is about the landlord’s handling repairs at the property, including: The roof and guttering issues reported between June 2021 and February 2022. The drain and holes in the driveway identified in July 2021. The leak reported in August 2022. His driveway service request of September 2022. Window …
London Borough of Newham (202227845)
This complaint is about the landlord’s handling of: Reports of damp and mould in the resident’s property. The associated complaint.
London Borough of Croydon (202118843)
The complaint is about the landlord’s handling of: The resident’s reports of anti social behaviour (ASB). The resident’s management transfer request. The associated complaint.
London Borough of Croydon (202204220)
The resident’s complaint is about: The landlord’s response to the resident’s reports about his toilet and drains. The landlord’s response to the resident’s concerns about asbestos in his property. The resident’s request to move. The Ombudsman has investigated the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202212749)
The complaint is about the landlord’s: Handling of the resident’s reports of anti-social behaviour (ASB). Complaint handling. Record keeping.
London Borough of Hackney (202225107)
The complaint is regarding the landlord’s; Handling of the resident’s concerns about his service charge account. Complaints handling.
London & Quadrant Housing Trust (L&Q) (202200141)
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The resident’s transfer application. The associated complaint.
Haringey London Borough Council (202222923)
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 the health of members of her household, and caused injury. The landlord’s handling …
London Borough of Harrow (202205620)
The complaint is about the landlord’s response to: The resident's concerns about the behaviour of a member of staff; The resident's concerns about anti-social behaviour (ASB); Incidents that had affected the resident’s representative; Concerns on behalf of other residents: Concerns about an adult safeguarding investigation carried out by the local …
London Borough of Hillingdon (202110990)
The complaint is about: the landlord’s handling of the resident’s reports of soot-like deposits falling onto his balcony; the resident’s service charge including a charge for the landlord’s on-site meal provision, despite the resident’s dietary requirements meaning he was unable to eat the meals provided.
London Borough of Barnet (202102335)
The complaint is about: The landlord’s response to the resident’s reports about polystyrene ceiling tiles in her property. The landlord’s failure to provide the resident with information about the presence of asbestos in her property at the start of the tenancy and subsequently. The landlord’s response to the resident’s request …
London & Quadrant Housing Trust (L&Q) (202215520)
The complaint is about the landlord's handling of: the resident's report of damp and mould issues throughout the property including issues related to the condition of the windows and doors. the resident's report of repairs to heating and hot water system. the resident's report of repairs to bathroom. the resident's …
London Borough of Barnet (202202606)
The complaint is about the landlord’s: handling of repairs to the resident’s front door; response to the resident’s request to renew the bathroom; complaint’s handling.
Haringey London Borough Council (202106418)
The complaint is about the landlord’s response to the resident’s reports of: Water ingress, damp and outstanding repairs at the property; A rat infestation in and around the property; Anti-social behaviour (ASB).
London & Quadrant Housing Trust (L&Q) (202206767)
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of the resident’s concerns about his neighbour’s video doorbell. The landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202221313)
The complaint is about the landlord’s response to concerns about: the suitability of a new hand wash basin installed in the property; water damage caused by a slow leak resulting from the hand wash basin installation, and; complaint handling.
London & Quadrant Housing Trust (L&Q) (202200878)
The complaint is about the landlord’s: response to the resident’s report of a fire safety incident; handling of the resident’s associated complaint.
Haringey London Borough Council (202220851)
This complaint is about the landlord’s handling of: The resident’s management move, The associated complaint.
London & Quadrant Housing Trust (L&Q) (202212402)
The complaint is about the landlord’s handling of a property transfer and the size of the second bedroom at the property. The Ombudsman has also looked at the landlord’s complaint handling.
London Borough of Brent (202213803)
The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB); the associated complaint.
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).
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.
London & Quadrant Housing Trust (L&Q) (202203480)
The complaint is about the landlord’s response to: The resident’s reports of a leak in the property and the subsequent reimbursement request. The resident’s reports of damp and mould following the leak. The related 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)