Lewisham Council (202336847)
The complaint is about the landlord’s handling of the resident’s reports of damp and mould.
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 Borough of Hounslow (202322192)
The complaint is about the landlord’s handling of: Reports of a loss of hot water. The resident’s complaint.
London & Quadrant Housing Trust (L&Q) (202319737)
The complaint is about the landlord’s handling of the resident’s reported leak. The Ombudsman has also assessed the landlord’s complaint handling.
Metropolitan Thames Valley Housing (MTV) (202318440)
The complaint is about the landlord’s response to the resident’s Reports of a leak. Reports of damp and mould. Associated complaint.
Notting Hill Genesis (202304483)
The complaint is about the landlord’s handling of the resident’s concerns about: Errors in the billing of service charges. The level of service charges. We have also investigated the landlord’s complaint handling.
Ocean Housing Limited (202307659)
The complaint is about the landlord’s handling of service charge increases.
Peabody Trust (202314939)
The resident’s complaint is about: The landlord’s handling of the resident’s queries about service charges and the resident’s concerns that the landlord had mislaid her direct debit form. How the landlord calculated the resident’s service charges. The landlord’s handling of the resident’s data.
Southern Housing (202311736)
The complaint is about the level of service charge set by the landlord for the cyclical works, and whether the standard of work justified these charges.
Southern Housing (202324807)
The complaint is about the landlord’s: Handling of concerns about grounds maintenance. Handling of concerns about parking. Handling of reports of mould at the property. Complaint handling.
Southwark Council (202342845)
The complaint is about the landlord’s handling of the resident’s reports that his neighbour’s home business was causing noise nuisance. The Ombudsman has also assessed the landlord’s complaint handling.
Sovereign Network Group (202329310)
The complaint is about the landlord’s handling of a recurring roof leak and its repair and replacement. We have also considered the landlord’s complaint handling.
Vivid Housing Limited (202322185)
The complaint is about the landlord’s handling of reports of antisocial behaviour (ASB).
West Kent Housing Association (202320196)
The complaint is about the landlord’s handling of grounds maintenance work being charged for through service charges.
Crawley Borough Council (202329723)
The complaint is about the landlord’s handling of: Repairs to an uneven communal pavement and drain. The associated complaint.
Haringey London Borough Council (202314617)
The complaint is about the landlord’s handling of a refund request for fire doors that it did not install.
Homes Plus Limited (202312677)
The complaint is about the landlord’s handling of the resident’s request for the kitchen floor to be levelled.
Hyde Housing Association Limited (202330308)
This complaint is about the landlord’s handling of: The resident’s reports of high energy usage following the installation of a new heating system in August 2022. The resident’s reports of high energy usage following the installation of storage heaters in April 2024. The resident’s complaint about a guttering repair.
LiveWest Homes Limited (202327497)
The complaint is about the landlord’s: Monitoring and management of a communal car park used by the resident. Complaint handling.
London Borough of Islington (202338740)
This complaint is about the landlord’s handling of: the resident’s concerns about insurance claims. the resident’s concerns about a service charge increase. the resident’s reports of a leak affecting the property and subsequent internal damage. This Service has also investigated the landlord’s handling of the associated complaint.
London Borough of Lambeth (202317042)
The complaint is about the landlord’s handling of:
London & Quadrant Housing Trust (202310740)
The complaint is about the landlord’s handling of reports about: the central heating system; leaks and associated repairs; the external fan to the bathroom; and bedroom window frames. We have also considered the landlord’s handling of:
Magenta Living (202327985)
The complaint is about the landlord’s handling of the resident’s: Requests for a replacement front door. Associated formal complaint.
Nottingham City Council (202316983)
The complaint is about the landlord’s handling of internal door repairs.
Nottingham Community Housing Association Limited (202234699)
The complaint is about the landlord’s handling of: Repairs following a burst pipe. The resident’s application for compensation.
Notting Hill Genesis (NHG) (202302010)
The complaint is about the landlord’s response to the resident’s queries and concerns about her energy use. The Ombudsman has also considered the landlord’s complaint handling.
Peabody Trust (202227442)
The complaint is about the landlord’s handling of: A leak into the property. Concerns about electrical safety.
Peabody Trust (202311449)
The complaint is about the landlord’s: Response to the resident’s reports of a burglary at the property. Complaint handling.
Sanctuary Housing Association (202412636)
The complaint is about the landlord’s handling of: Repairs to a leak. The associated complaint.
The Extracare Charitable Trust (202319027)
The complaint is about the landlord’s handling of the resident’s reports about excessive heat in the property.
The Guinness Partnership Limited (202340836)
The complaint is about: the landlord’s response to the resident’s reports of repairs to the windows and doors. the landlord’s complaint handling.
Westward Housing Group Limited (202319772)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
Women’s Pioneer Housing Limited (202305090)
The complaint is about: The landlord’s handling of the resident’s reports of problems with the heating system and thermostat. The landlord’s handling of the associated complaints.
Abri Group Limited (202234501)
The complaint is about the landlord’s handling of repairs to external lighting, a toilet cistern, the back gate, the garden fence, and the front door canopy. The Ombudsman has also considered the landlord’s complaint handling.
Citizen Housing (202318796)
The complaint is about the landlord’s handling of the resident’s reports of the bathroom and toilet windows’ opening, closing, and damp and mould issues.
Clarion Housing Association Limited (202216394)
The complaint is about the landlord’s response to the resident’s: Report of a leak. Request: That it buy back his property. For information relating to his property. The Ombudsman has also considered the landlord’s complaint handling.
Flagship Housing Group Limited (202324646)
REPORT COMPLAINT 202324646 Flagship Housing Group Limited 12 March 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
Lambeth Council (202415881)
REPORT COMPLAINT 202415881 Lambeth Council 12 March 2025 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 […]
London & Quadrant Housing Trust (L&Q) (202310713)
The complaint is about the landlord’s handling of the resident’s: Request that it repair his windows. Formal complaint.
London & Quadrant Housing Trust (L&Q) (202312771)
The complaint is about the landlord’s handling of the resident’s reports of a leak from the roof, and the associated damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
Metropolitan Thames Valley Housing (MTV) (202309638)
The landlord’s handling of the resident’s: Request for a refund of rent overpayments. Correspondence from 29 August 2023 onwards.
Midland Heart Limited (202326767)
The complaint is about the landlord’s handling of: The resident’s request for the removal of her phone number from the landlord’s system. The associated complaint.
Newlon Housing Trust (202303556)
The complaint is about the landlord’s handling of the resident’s: Concerns about the safety and security of the communal bin stores. Associated complaint.
One Housing Group Limited (202314813)
The complaint is about the landlord’s handling of: Reports of damp, mould, and a roof leak. The associated complaint. The Ombudsman has also considered the landlord’s record keeping.
Places for People Group Limited (202220704)
This complaint is about the landlord’s response to: The resident's reports of repairs to their bathroom. The resident’s concerns that the communal gardens and bin areas were not being regularly maintained and fly tipping. The resident’s concerns about the standard of the communal cleaning at their block. This complaint is …
Regenda Limited (202300456)
The resident’s complaint is about the landlord’s handling of the installation of an additional handrail/banister on a communal staircase.
Rochdale Boroughwide Housing Limited (202322133)
The complaint is about the landlord’s handling of: The resident’s concerns about maintaining the shared lawn. The resident’s reports of his neighbour leaving rubbish in the shared garden. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
Southern Housing (202330144)
The complaint is about the landlord’s: Handling of the resident’s direct debit payments. Complaint handling.
Stonewater Limited (202413590)
The complaint is about the landlord’s handling of the resident’s reports of: Faults with the storage heaters and the time taken to replace them. Damp and mould and associated repairs. We have also considered the landlord’s complaint handling.
The Guinness Partnership Limited (202227432)
The complaint is about the landlord’s: Handling of repairs to the communal door. Response to the resident’s request for priority A rehousing banding. Handling of an internal inspection of the property. Complaint handling.
The Guinness Partnership Limited (202319222)
The complaint is about the landlord’s handling of: The resident’s report of a collapsed wall at the front of her property. The associated 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)