Optivo (202014196)
The complaint concerns the amount of time taken by the landlord to complete repair works to the resident’s bathroom.
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
Peabody Trust (202102862)
The complaint is about the landlord’s handling of the resident’s complaint about his housing transfer application.
Southwark Council (202013386)
The complaint is about the landlord’s: Handling of the resident’s reports of no heating or hot water in the property between September 2019 and December 2020. Handling of more recent reports of no heating or hot water after December 2020. Associated complaint handling.
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.
Camden Council (202005428)
REPORT COMPLAINT 202005428 Camden Council 11 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. This is set […]
Clarion Housing Association Limited (201904933)
The complaint concerns how the landlord handled repairs to fix water leaks in the property.
Midland Heart Limited (202011784)
REPORT COMPLAINT 202011784 Midland Heart Limited 21 December 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 […]
Ongo Homes Limited (202104050)
The complaint is about the landlord’s handling of the resident’s reports of rat infestations at the property. The complaint is also about the handling of the resident’s complaint.
Anchor Hanover Group (202105225)
The complaint is about the resident’s concerns regarding the costs of the catering service provided within his accommodation.
Charnwood Borough Council (202017121)
The complaint is about the Council’s handling of a Right to Buy (RTB) application; including its failure to disclose the Pre-Cast Reinforced Concrete (PRC) construction of the building in the early stage of the RTB process.
Clarion Housing Association Limited (202007620)
The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour (ASB) from their neighbour. The type of tenancy the resident has. The landlord’s handling of a mutual exchange. The landlord’s complaint handling.
Golding Homes Limited (202002016)
REPORT COMPLAINT 202002016 Golding Homes Limited 10 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. This […]
London & Quadrant Housing Trust (201800178)
The resident is complaining about the landlord’s handling of repairs in their property.
Network Homes Limited (202016051)
The complaint is about the landlord’s handling of the resident’s reports of mice in her walls.
Birmingham City Council (202006454)
The complaint is about the landlord’s handling of the resident’s concerns about asbestos containing materials at his property and related repairs, and its response to his subsequent formal complaint.
Camden Council (201909725)
The complaint is about the landlord’s:
Gravesham Borough Council (202014010)
The complaint is about the landlord’s response to the resident’s reports of: Mould and damp at the property. The landlord’s complaint handling. A request for rehousing.
Harlow District Council (202011433)
The complaint is about: The landlord’s response to the resident’s report of mould and damp in the property. Complaint handling.
Home Group Limited (202006423)
The complaint is about the landlord’s response to the resident’s reports about:
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.
Vivid Housing Limited (202009229)
The complaint is about the landlord’s response to the resident’s concerns with her service charge increase.
Wigan Metropolitan Borough Council (201906755)
This complaint is about the landlord’s: handling of repairs to the resident’ property following a fire in the flat above. response to the resident’s report of the loss of and the damage to his possessions. complaint handling.
Curo Places Limited (202015480)
The landlord’s response to the resident’s reports of asbestos contained in a fire door.
Hammersmith and Fulham Council (202100618)
The complaint is about the landlord’s response to the resident’s reports of a leak from the roof into his property.
Rugby Borough Council (202100293)
The complaint is about the level of compensation offered for items removed from the resident’s shed
Basildon Borough Council (202014143)
The complaint refers to: The landlord’s handling of the resident’s reports of a collapsed ceiling at her property. The landlord’s response to the resident’s request for compensation for items damaged by the ceiling collapse and loss of earnings to attend repair appointments.
Brent Council (202003690)
The complaint is about the landlord’s response to the resident’s request for a permanent decant.
LiveWest Homes Limited (202009742)
The complaint concerns the level of service charges.
London & Quadrant Housing Trust (202102841)
The complaint is about the level of rent at the property.
Midland Heart Limited (202010414)
The complaint is about the landlord’s response to the resident’s concerns regarding her property transfer.
Northumberland Council (202014130)
The complaint concerns the resident’s application for housing, including a separate application for his son.
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.
Onward Homes Limited (202100122)
The complaint is about the handling of repairs to the electrical sockets in the property.
Sanctuary Housing Association (202103455)
REPORT COMPLAINT 202103455 Sanctuary Housing Association 1 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. This […]
Tower Hamlets Council (201913189)
The complaint concerns:
Trafford Housing Trust Limited (202016694)
The resident complained that they pay an ‘affordable rent’ under their tenancy, rather than a ‘social rent’
Westminster City Council (202106284)
The complaint is about the landlords handling of the resident’s reports concerning hot water at the property.
Birmingham City Council (201910272)
The complaint is about the landlord’s: Complaint handling. Response to the resident’s concerns regarding adaptation works undertaken in the property’s bathroom. Response to the resident’s report that she sustained an injury as a result of the adaptation works undertaken.
Islington Council (202012886)
The complaint concerns: The amount of time taken by the landlord to carry out repairs to the resident’s roof. The landlord’s handling of and the amount of time taken by it to carry out plaster and paint works to the interior of the resident’s property. The landlord’s handling of the …
Runnymede Borough Council (202009034)
The complaint is about the landlord’s response to the applicant’s request to be added to his parent’s tenancy agreement. The complaint is about the applicant’s housing applications to the local authority’s housing register.
Cheshire Peaks & Plains Housing Trust (202101835)
The complaint refers to the landlord’s handling of: repairs to the resident’s roof, outhouse and front door. the associated complaint.
Grand Union Housing Group Limited (201906126)
The complaint is about: The landlord's handling of the resident’s request to move properties. The landlord's response to the resident’s request for a parking space for his property. The landlord’s response to the resident’s reports of his neighbour's dog barking. The landlord’s handling of the associated complaint.
Leeds City Council (202014123)
The complaint concerns the landlord’s handling of the resident’s reports of a blocked toilet.
Milton Keynes Council (201802315)
The complaint is about the landlord’s handling of: faults with the resident’s boiler and the length of time that passed without a new heating system; major works required at the resident’s property; and the resident’s personal belongings during the resident’s decant. The Ombudsman has also considered the landlord’s handling of …
Sovereign Housing Association Limited (202014317)
The complaint is about the landlord’s response to the resident’s request that it install a gate to the resident’s shared garden.
Lincoln City Council (201906536)
The complaint concerns how the landlord handled reports of: noise and vibration from the water pipes in the resident’s property. noise and vibration from the water pipes in the property historically.
Nottingham City Homes (202013041)
The complaint is about the landlord’s handling of the resident’s transfer application.
Southwark Council (202104317)
The complaint is about The handling of the resident’s request for compensation for damage to their possessions The handling of the resident’s application for housing following a fire at their previous property.
The Guinness Partnership Limited (202015899)
The complaint is about the landlord’s handling of a gas safety check at the 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)