bpha Limited (202011346)
REPORT COMPLAINT 202011346 bpha Limited 20 May 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 […]
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
Home Group Limited (202013788)
The complaint concerns the landlord’s response to the resident’s: reports of a leak in the property. request for the contractor’s repair report and subject access request.
Hyde Housing Association Limited (201913216)
The complaint is about the landlord’s response to the resident’s reports of problems with heating, hot water, and water leaks in his property.
Clarion Housing Association Limited (202009259)
This complaint is about the landlord’s handling of the resident’s reports of repairs needed to a kitchen tap.
Sanctuary Housing Association (202008268)
This complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB); the related complaint.
Newham Council (202003618)
The complaint is about: The level of compensation offered following the resident’s Public Liability Contents’ claim to the landlord’s insurer. The landlord’s handling of a repair to a leak reported in 2019 which affected the resident’s property.
Gentoo Group Limited (202008205)
The complaint is about the landlord’s handling of the works in the property above, including its decision not to install soundproofing.
Paragon Asra Housing Limited (202000312)
REPORT COMPLAINT 202000312 Paragon Asra Housing Limited 30 April 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 […]
Southern Housing Group Limited (202003355)
The complaint is about the landlord’s response to a repair issue with the resident’s boiler.
Clarion Housing Association Limited (202008803)
This complaint is about the landlord handling of a refund on the resident’s rent account.
Metropolitan Housing Trust Limited (202010100)
The complaint refers to: The landlord’s administration of the resident’s rent account.
Peabody Trust (202008926)
The complaint is about: The landlord’s response to the resident’s reports of a leaking roof and damage caused to her living room ceiling, internal walls and possessions and;
Newlon Housing Trust (202009747)
The complaint concerns the landlord’s response to the resident’s request for repairs to the fitted wardrobe in the property.
Notting Hill Genesis (202008834)
The complaint concerns the amount of compensation offered by the landlord following a leak to the property and in particular, the amount of compensation paid for:
Sovereign Housing Association Limited (202003404)
The complaints are about:
Bromsgrove District Housing Trust Limited (202010431)
The complaint is about: the landlord’s collection of rent relating to the property in March 2021; the amount of compensation offered in relation to a flooding incident in August 2020; the amount of compensation offered in relation to a second flooding incident in October 2020.
Hastoe Housing Association Limited (202006085)
The complaint is about the landlord’s response to the resident’s reports about: Antisocial behaviour and racism. Repairs to a garden fence.
Longhurst Group Limited (201906862)
The complaint is about: The landlord’s response to the resident’s reports of an infestation of mice at her property. The landlord’s associated complaint handling.
Metropolitan Housing Trust Limited (201915499)
The complaint concerns: The landlord’s handling of the resident’s reports of a pest infestation in his property. The landlord’s associated complaint handling.
Notting Hill Genesis (202008951)
The complaint is about: The landlord’s response to the resident’s concerns over the change in the parking policy at the property. The landlord’s associated complaint handling.
Poplar Housing And Regeneration Community Association Limited (202011305)
The resident complains about the garden fence that the landlord provided, its subsequent decision not to replace this with the same type that had been provided to neighbours, and its communication with her when she raised these concerns.
Optivo (202014522)
The complaint is about the level of compensation offered by the landlord for its handling of repairs following a leak.
Home Group Limited (202010713)
The complaint is about the level of compensation offered by the landlord in respect of delays in ensuring a gas supply to the resident’s property.
Islington Council (202002434)
The complaint is about the landlord’s response to the resident’s reports of scratches to her windows following cyclical works at the property.
Ealing Council (202006527)
The complaint concerns the landlord’s handling of the resident’s reports of a water leak into his property.
Newlon Housing Trust (202012759)
The complaint is about the landlord’s handling of the resident’s reports of a leak in her property, and the subsequent damp, mould, and damage to her personal belongings.
Clarion Housing Association Limited (201910091)
REPORT COMPLAINT 201910091 Clarion Housing Association Limited 30 March 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 […]
Hammersmith and Fulham Council (202005977)
The resident complains about: How the landlord handled repairs reported at the property and the level of compensation offered for delays in completing repairs between April 2019 and November 2020. How the landlord handled repairs reported at the property from November 2020 onwards.
Harrow Council (202001658)
The complaint is about the landlord’s handling of repairs to the resident’s kitchen.
Homes Plus Limited (previously ,South Staffordshire Housing Association) (202008721)
This complaint is about: The resident’s concern that the property she bought from the landlord under the Voluntary Right to Buy (VRTB) scheme was mis-sold to her. Problems the resident experienced at the time of her VRTB application and viewing of the property. Delays completing the sales process following the …
Notting Hill Genesis (202010053)
The complaint refers to: The landlord’s handling of a heating test carried out at the resident’s property and level of compensation offered in respect of this. The resident’s concerns related to his service charge.
Ocean Housing Limited (202001833)
The complaint is about: the landlord’s handling of and response to the resident’s 2019 Right to Buy (RTB) application. Information provided by the landlord about the property in 2017 at the time of the resident’s first RTB application.
Royal Borough of Kensington and Chelsea (202009234)
This complaint is about: The landlord’s response to the resident’s reports of noise transference from neighbouring flats. The landlord’s handling of the resident’s request for rehousing. The landlord’s complaints handling.
Karbon Homes Limited (201906063)
The complaint is about the landlord’s: response to the resident's reports of noise transference handling of the associated complaint.
Peabody Trust 2018 (202001588)
The resident has complained that the landlord has offered insufficient compensation following a large leak and extensive, long term follow up repairs.
A2Dominion Housing Group Limited (201914932)
This complaint is about the landlord’s handling of: repairs to the resident’s kitchen; the related complaint.
Peabody Trust (201904945)
The complaint refers to the landlord’s: handling of proposed upgrades to the resident’s property, complaint handling.
Sanctuary Housing Association (202009170)
The complaint is about the landlord’s: response to the resident’s reports of disrepair to the external fascia on her property; complaints handling.
Cambridge City Council (202009399)
The complaint is about the landlord’s application of its abandonment process to the resident.
Gentoo Group Limited (202006624)
The complaint is about the landlord’s offer of compensation in relation to the resident’s reports of: a gas leak at the property; its failure to carry out repairs effectively; and contact by a particular member of staff after it had been agreed that they would not have any contact with …
Orbit Housing Association Limited (201910103)
The complaint is about the landlord’s offer of compensation, following a complaint regarding the absence of heating and hot water in the property for a period of two weeks, due to the gas not having been uncapped.
Wythenshawe Community Housing Group (2) Limited (202006965)
The complaint is about the landlord’s handling of the resident’s Right to Buy application, specifically, delay to the process.
Notting Hill Genesis (201914026)
The complaint is about the landlord’s response to the resident’s: request for rent statements to be posted to her monthly; request for a key to the communal electricity meter cupboard; request for information about heating help through the government’s ‘Warm Home’ scheme; request for a copy of the landlord’s complaints …
Network Homes Limited (202001202)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
Thames Valley Housing Association Limited (202003011)
The resident complains about the landlord’s handling of his concerns relating to the condition of the garden at his property, and to his subsequent formal complaint.
Swindon Borough Council (201909675)
This Service will investigate the resident’s complaints regarding: The landlord’s response to her reports of ASB; and Its removal of the additional tenancy clauses (ATC). This Service will also consider the landlord’s handling of the resident’s complaint.
Wythenshawe Community Housing Group (2) Limited (202007860)
The complaint is about: The landlord’s response to the resident’s concerns about the standard of remedial works carried out in 2016, following reports of damp in her property. The landlord’s response to the resident’s reports of damp and mould in her property in 2020.
Poplar Housing And Regeneration Community Association Limited (201910835)
The complaint is about the level of compensation awarded by the landlord in respect of delays in repairs and damaged personal effects.
Sanctuary Housing Association (201914372)
The complaint is about the level of compensation offered to the resident by the landlord, following a period of time when her shower was inoperative.
Livv Housing Group (202010618)
REPORT COMPLAINT 202010618 Knowsley Housing Trust 10 March 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 […]
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)