Birmingham City Council (202214804)
The complaint is about the landlord’s: handling of repairs to the roof. complaint handling and record keeping.
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
Islington Council (202227910)
The landlord's response to concerns about delays and quality of adaptation works carried out in the resident’s bathroom. The Ombudsman has also considered the landlord’s complaint handling.
Lambeth Council (202223296)
The complaint is about: The installation and suitability of the kitchen installed by the landlord. The landlord’s installation of a toilet purchased by the resident. The landlord’s painting of the water closet. The behaviour of the landlord’s contractors. The associated complaint handling.
Livv Housing Group (202204806)
The complaint is about: The landlord's decision not to investigate the resident's report of a damaged carpet caused by a flood in 2019. The landlord's handling of the resident's reports of pest infestation. The landlord's handling of the resident's reports of inappropriate staff conduct. The Ombudsman has also considered the …
London & Quadrant Housing Trust (L&Q) (202221044)
This complaint is about the landlord’s: Response to the resident’s reports of a leak; Complaint handling; Record keeping.
Notting Hill Genesis (NHG) (202209767)
The complaint is about the landlord’s handling of the resident’s request for repairs.
Richmond Housing Partnership Limited (202225629)
The complaint is about: The landlord’s handling of the resident’s concerns about the lighting in communal areas around her property. The landlord’s administration of service charges. The Ombudsman has also considered the landlord’s complaint handling.
Women’s Pioneer Housing Limited (202212180)
The complaint is about the landlord’s management of the resident’s rent account.
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 …
Optivo (now Southern Housing) (202114079)
The complaint is about the landlord’s handling of the resident’s: Request for service charges to be removed and concerns raised about the level and increase of the service charges. Queries about service charges and estate management. The related complaint.
St Mungo Community Housing Association (202114501)
The complaint is about the landlord’s handling of: The resident’s rent account and its response to her request to write off rent arrears. The resident’s complaint.
The Guinness Partnership Limited (202207616)
The complaint is about: The landlord’s handling of reported noise disturbances from the building’s water pumps. The associated complaint.
Clarion Housing Association Limited (202204056)
REPORT COMPLAINT 202204056 Clarion Housing Association Limited 18 October 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 […]
Dartford Borough Council (202203494)
REPORT COMPLAINT 202203494 Dartford Borough Council 18 October 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. […]
Dudley Metropolitan Borough Council (202125040)
This complaint is about the landlord’s decision to end, and not regrant, the resident’s tenancy. The landlord became aware that the spouse was seeking housing in April 2020 and that the relationship had broken down. At the time, the landlord placed the spouse on the lowest banding for rehousing. According …
East Midlands Housing Group Limited (202118752)
The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour (ASB). complaint handling.
Housing For Women (202101075)
The complaint is about: the landlord’s handling of repairs to the roof, and; the landlord’s handling of the associated complaint.
Islington Council (202220598)
The complaint is about the landlord’s response to the resident’s reports of reoccurring damp and mould at the resident’s property.
Lambeth Council (202123528)
The complaint is about the landlord’s: Handling of repairs and the resident’s reports of damp. Complaints handling. Knowledge and information management.
The Riverside Group Limited (202012645)
The landlord’s response to reports of noise from a neighbour’s Air Source Heat Pump (ASHP). Reports of no hot water at the property and the associated level of compensation offered.
A2Dominion Housing Group Limited (202216315)
The complaint is about the landlord's handling of reports of a leak affecting the property. The Ombudsman has decided to consider the landlord's complaint handling as part of this investigation.
Clarion Housing Association Limited (202127661)
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Related complaint
Clarion Housing Association Limited (202202489)
The complaint is about the landlord’s: Response to the resident’s concerns about the safety of the communal staircase; Handling of repairs to the roof of the building; Landlord’s response to the resident’s reports of damage to the ceilings in her property; Recordkeeping and information management; Complaint management.
Deptford Housing Co-operative Limited (202015524)
The complaint is about the landlord’s: record keeping; handling of the resident’s reports of discriminatory harassment and antisocial behaviour (ASB); handling of the resident’s associated complaint.
Hammersmith and Fulham Council (202222418)
The complaint is about the landlord’s handling of: Asbestos in the property. The resident’s reports of several repairs. The resident’s request to be rehoused. The landlord’s complaint handling.
Lambeth Council (202217945)
The complaint relates to: The landlord’s handling of repairs to the toilet. The landlord’s handling of reports of Japanese Knotweed. The landlord’s handling of the resident’s complaint.
London & Quadrant Housing Trust (L&Q) (202105177)
The complaint is about the landlord’s handling of the resident’s: Reports of foul odours in a communal hallway. Reports of inadequate insulation between the entrance porch and her flat above. Complaints.
London & Quadrant Housing Trust (L&Q) (202224144)
The complaint is about the landlord’s disposal of the resident’s garden furniture.
Ocean Housing Limited (202112011)
The complaint is about the landlord’s: Response to the resident’s reports concerning anti-social behaviour, harassment, and threatening behaviour. Handling of a request for a management move. Complaints handling.
Optivo (now Southern Housing) (202113690)
The complaint is about the landlord’s handling of the resident’s: Request for information on the building to be provided to leaseholders including a report on the grey cladding. Request for an action plan in relation to service charges and fire safety. Request for regular leaseholder meetings with minutes. Associated formal …
Raven Housing Trust Limited (202215832)
The complaint is about the landlord’s handling of a neighbour dispute. This Service has also considered the landlord’s complaint handling.
South Tyneside Council (202205688)
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Response to the resident’s request for additional fencing to prevent dog fouling. Response to the resident’s request to be rehoused, in particular his concerns about banding.
Swan Housing Association Limited (202210236)
The complaint is about: The landlord’s handling of, and communication about, reports of outstanding repairs at the property specifically the pigeon proofing of the balcony and a broken vent in the bathroom. The landlord’s handling of the resident’s complaint.
The Guinness Partnership Limited (202216536)
The complaint is about the landlord’s: Handling of, and communication about, the repairs at the property. Response to the resident’s request of a goodwill payment. This Service has also considered the landlord’s: Complaint handling Record keeping.
Clarion Housing Association Limited (202204839)
The complaint is about the landlord’s response to:
Islington Council (202223387)
The complaint is about the landlord’s handling of a leak into the resident’s property. The Ombudsman has also considered the associated complaint handling.
Lewisham Council (202205928)
REPORT COMPLAINT 202205928 Lewisham Council 16 October 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 set […]
London & Quadrant Housing Trust (L&Q) (202210143)
The complaint is about the landlord’s handling of: Repairs to the resident’s bathroom. The associated complaint.
Metropolitan Thames Valley Housing (MTV) (202118823)
The complaint is about the landlord’s handling of the resident’s concerns about the management fee.
Metropolitan Thames Valley Housing (MTV) (202218530)
The complaint is about the landlord’s response to the resident’s: reports of a collapsed drain and a sewage leak into his property. associated complaint.
Sovereign Housing Association Limited (202209778)
The complaint is about the landlord’s handling of the resident’s concerns about communal repairs and communal cleaning. The Ombudsman has also considered the landlord’s complaint handling.
Tuntum Housing Association Limited (202119295)
The complaint is about the landlord’s handling of the resident’s: voluntary right to buy (VRTB) purchase of her property, repairs and other matters relevant to the process; associated complaints.
Clarion Housing Association Limited (202210164)
The complaint is about the landlord’s response to the request for an allocated disabled parking space.
Clarion Housing Association Limited (202211672)
The complaint is about: The landlord’s handling of the residents reports of ASB, noise disturbance and racial abuse. The landlord’s handling of the residents request to be transferred to another property. This Service has chosen to investigate the landlord’s complaint handling.
Flagship Housing Group Limited (202207340)
The complaint is about the landlord’s handling of the resident’s request for better communal lighting and the current communal door to be replaced by a metal door and a fob entry system. This Service will also look at the landlord’s complaint handling.
London Borough of Newham (202103663)
The complaint is about the landlord’s: response to the resident’s report of an ongoing leak. complaint handling. This investigation will also consider landlord’s record keeping.
London & Quadrant Housing Trust (L&Q) (202127006)
The landlords: Decision not to further investigate the resident’s complaint from November 2018. The associated complaint.
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.
Metropolitan Thames Valley Housing (MTV) (202207592)
The complaint is about: The resident’s request that the landlord provide documentation showing the breakdown of her service charges since 2008, and its administration of her account. 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)