Sanctuary Housing Association (202016572)
The complaint concerns how the landlord dealt with the resident’s reports of antisocial behaviour (ASB) and noise nuisance: Prior to December 2019. From December 2019 onwards.
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 (202104391)
REPORT COMPLAINT 202104391 London & Quadrant Housing Trust 8 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 […]
Thames Valley Housing Association Limited (202016953)
The complaint is about: The landlord’s handling of the resident’s communal electricity charges and refund. The landlord’s handling of the resident’s associated complaint.
London & Quadrant Housing Trust (202108116)
The complaint is about: The level of compensation offered by the landlord for its handling of a repair to the resident’s balcony door. The landlord’s handling of the associated complaint.
Clarion Housing Association Limited (202014589)
The complaint is about the landlord’s response to the resident’s reports about service charges and communal cleaning and maintenance.
Clarion Housing Association Limited (202016583)
The complaint is about the level of compensation offered to the resident further to his reports of leaks into his property. The resident made a formal complaint on 23 May 2020 that the landlord had not dealt with disrepair to his home. He felt his family was at risk as …
London Borough of Croydon (202008020)
The complaint is about the landlord’s response to the resident’s reports about how it handled her rent and council tax accounts, following a decant from her permanent property.
Clarion Housing Association Limited (202008232)
The complaint concerns: The landlord’s handling of the resident’s reports of damp and mould in property. Complaint handling.
Phoenix Community Housing Association (Bellingham and Downham) Limited (202013299)
The complaint is regarding: The landlord’s response to the resident’s report of a leak. The landlord’s complaint handling.
Notting Hill Genesis (202012921)
The complaint is about the landlord's: Handling of the gas safety check. Response to the resident’s concerns about the lack of heating and hot water following the annual gas service in 2020. Complaint handling.
Sanctuary Housing Association (202013347)
This complaint is about the landlord’s handling of the resident’s reports of Anti-social behaviour (ASB).
Hammersmith and Fulham Council (202100011)
The complaint is about the landlord's handling of repairs to a communal waste pipe serving the resident’s property.
Wandle Housing Association Limited (202014677)
The complaint is about the landlord's: Administration of the rent account and its subsequent decision to recover a refund made in error. Failure to respond to a data protection request.
Guinness Housing Association Limited (202012044)
This complaint is about the landlord’s handling of: its eviction of the resident due to rent arrears; the disposal of the resident’s possessions after the eviction; the related complaint.
Tower Hamlets Homes (202107850)
This complaint is about the landlord’s handling of repairs to resolve a leak in the resident’s ceiling.
Hackney Council (202102201)
This complaint is about the landlord’s handling of: a bathroom fan repair; the related complaint.
Platform Housing Group Limited (202108975)
The complaint is about the landlord’s: Handling of the resident’s requests for repairs to his kitchen extractor fan. Investigation into the conduct of a member of its staff.
Hyde Housing Association Limited (201910352)
This complaint is about the redress offered by the landlord in respect of its acknowledged delays and failures whilst handling damp and mould repairs.
London & Quadrant Housing Trust (202007697)
The complaint is about the landlord’s response to the resident’s reports of: Damp at the property and subsequent repairs. The landlord’s complaint handling.
Moat Homes Limited (202015230)
The complaint is about the landlord’s handling of floor and ceiling repairs and response to reports of damage to the resident’s belongings.
Sanctuary Housing Association (202109211)
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould at the property and associated repairs. The landlord’s complaint handling. Physical and mental health issues experienced by the resident.
Your Housing Group Limited (202017428)
The complaint is about the landlord’s: Handling of the resident’s request for the replacement of his living room window. Associated complaint handling.
Metropolitan Housing Trust Limited (202012142)
The complaint is about: The landlord’s response to the resident’s reports of a leak and resulting mould in the bathroom of his property. The landlord’s handling of the associated complaint.
EMH Housing and Regeneration Limited (202108164)
REPORT COMPLAINT 202108164 EMH Housing and Regeneration Limited 16 September 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. […]
London & Quadrant Housing Trust (202102187)
The complaint is about the level of compensation the landlord offered the resident for repair delays.
The Guinness Partnership Limited (202016448)
The complaint is about the landlord’s response to the resident’s reports that a contractor had damaged his vacuum cleaner beyond repair and left his carpet in an unacceptable condition.
Westminster City Council (202100773)
The complaint is about the landlord’s handling of the leaseholder’s request for repairs to his toilet and the level of compensation offered in this matter.
London & Quadrant Housing Trust (202103724)
The complaint is about the time taken for the landlord to inform the resident that a potential buyer had pulled out of the purchase of her property.
Westminster City Council (201810206)
The complaint was about the landlord's handling of the resident's: Reports of leaks in the property. Reports about a blocked kitchen drain. Reports of damage to the windows. Complaint and request for compensation.
Clarion Housing Association Limited (202104088)
REPORT COMPLAINT 202104088 Clarion Housing Association Limited 5 September 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. […]
Citizen Housing (202005284)
The complaint is about: The landlord’s handling of the resident's reports of various repairs at the property, including to the floorboards, toilet, and to prevent pest access. The effect of outstanding repairs on the resident’s family’s health.
Clarion Housing Association Limited (202010222)
The complaint is about the landlord’s: response to the resident’s reports concerning damp and mould at the property. complaints handling.
Metropolitan Housing Trust Limited (202013128)
The complaint is about: The landlord’s handling of repairs to the resident’s drains. The landlord’s complaint handling.
Peabody Trust (202015071)
The complaint concerns the landlord’s handling of repairs to the resident’s property following his reports of sewage leaks and the level of compensation offered by it to him for this.
Peabody Trust (202016801)
The complaint is about the landlord’s: response to the tenant’s reports regarding a leak from her neighbour’s balcony; complaints handling.
Peabody Trust 2018 (202006390)
The complaint is about the landlord’s response to the resident’s reports of various repairs required to her property. The complaint is about the landlord’s complaint handling.
Sanctuary Housing Association (201914140)
The complaint is about the landlord’s handling of: Repairs to the resident’s front door. Repairs to the resident’s washing machine. Repairs to the resident’s fridge.
Metropolitan Housing Trust Limited (202014439)
The complaint is about the landlord’s: Response to the resident’s reports of leaks in the heating system in his property. Complaint handling.
Metropolitan Housing Trust Limited (202104657)
The complaint is about: The landlord’s handling of the administration of the resident’s rent account. The landlord’s handling of the associated complaint.
Sanctuary Housing Association (202015763)
This complaint is about the landlord’s handling of repairs to adaptations at the resident’s property.
Thrive Homes Limited (202100890)
The complaint is about the landlord’s handling of the resident’s kitchen refurbishment and the compensation it offered.
Cottsway Housing Association Limited (202002051)
This complaint is about the landlord’s handling of the resident’s reports of mould growth in his property.
Hyde Housing Association Limited (202015762)
REPORT COMPLAINT 202015762 Hyde Housing Association Limited 17 August 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. […]
Newham Council (202002208)
The complaint is about the landlord’s response to the resident’s request for information following a Tenants and Leaseholder Forum and its response to her complaint about the same.
The Guinness Partnership Limited (202009533)
The complaint is about the landlord’s response to the resident about kitchen doors, a washing machine not being reconnected, a vent, and a request for a repairs list.
Optivo (202014196)
The complaint concerns the amount of time taken by the landlord to complete repair works to the resident’s bathroom.
West Kent Housing Association (202102527)
This complaint is about the landlord’s response to the resident’s concerns about the standard of paintwork to the back door.
Notting Hill Genesis (202016415)
The complaint is about the landlord’s response to the resident’s concerns about the condition of her property at the start of her tenancy.
Sovereign Housing Association Limited (201910574)
The complaint is about the landlord’s response to the resident’s reports of: Mould and damp at the property. Issues with the heating and hot water at the property and its efficiency. Tree maintenance and the provision of a survey report. The landlord’s complaint handling.
One Housing Group Limited (202013149)
The resident complains that the landlord misadvised him on the time limits to appeal the District Valuer’s determination on his property.
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)