London Borough of Tower Hamlets (202307920)
The complaint is about the landlord’s response to the resident’s concerns about the conduct of its member of staff.
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
Metropolitan Thames Valley Housing (MTV) (202309880)
The complaint is about the landlord’s handling of the resident’s report of a dislodged vent cover following a repair to a blocked toilet, cracked plaster, and damp.
Peabody Trust (202306297)
The complaint is about the landlord’s response to: The resident’s concerns about the level of the service charge. The resident’s concerns about the quality of service provided in the communal areas.
Platform Housing Group Limited (202316250)
The complaint is about the landlord’s handling of: The resident’s reports of defects. The resident’s request for an independent Royal Institute of Chartered Surveyors (RICS) level 3 survey. The associated complaint.
Sanctuary Housing Association (202343645)
The complaint is about: The landlord’s handling of a leak and the associated repairs. This Service will also investigate the landlord’s complaint handling.
Southern Housing (202233614)
The complaint is about the landlord’s handling of: The communal electricity supply and service charge. The resident’s request to know what was included in the communal cleaning service charge. The replacement of communal doors. The Ombudsman has also investigated the landlord’s complaint handling.
Southwark Council (202218555)
The complaint is about the landlord’s: Response to the resident’s: Concerns about its maintenance of drains. Request for compensation. Communication with the resident during its response to a leak. The Ombudsman has also considered the landlord’s complaint handling.
Sovereign Network Homes (202311429)
The complaint is about the landlord’s handling of the resident’s: concerns about the fitting of his kitchen door; associated complaint.
Stonewater Limited (202206316)
The complaint is about the landlord’s handling of the resident’s report of service charge payments for garden maintenance not being conducted.
Stonewater Limited (202327304)
The complaint is about the landlord’s handling of the resident’s reports of: A leak in the shower cubicle. Damp and mould in the property. The associated complaint handling.
Thurrock Council (202345817)
The complaint is about: The landlord’s response to reports of a leak in the property and subsequent damp and mould. The landlord’s handling of the associated complaint and the resident’s request for compensation.
Clarion Housing Association Limited (202325106)
The complaint is about the landlord’s: Response to the resident’s request for a management transfer following incidents of antisocial behaviour. Handling of the associated formal complaint. Record keeping with respect to the issues.
Colchester City Council (202310994)
The complaint is about the landlord’s handling of the resident’s reports of: The condition of the property when she moved in following a mutual exchange. Repairs required at the property once she had moved in.
Co-operative Development Society Limited (202207573)
The complaint is about: the landlord’s response to repairs to the communal lift, the resident’s request for the landlord to impose future sanctions on the lift contractor for any poor service. The Ombudsman has also considered the landlord’s complaint handling.
Futures Housing Group Limited (202302990)
The complaint is about the landlord’s handling of a leak at the resident’s property. The Ombudsman has also investigated the landlord’s: Record keeping. Complaint handling.
Hammersmith and Fulham Council (202345601)
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in her home and her associated request for compensation. The landlord’s complaint handling.
Hammersmith and Fulham Council (202346699)
The complaint is about the landlord’s response to the resident’s concerns about damp and mould.
Lambeth Council (202335218)
The complaint is about the landlord’s handling of repairs to a leaking roof and the subsequent damage.
London Borough of Ealing (202323857)
The complaint is about the landlord’s handling of resident’s reports of defects identified with his new build property. The Ombudsman has also considered the landlord’s complaint handling.
London Borough of Hillingdon (202226669)
The complaint is about the landlord’s handling of reports of issues with the communal security gate.
Metropolitan Thames Valley Housing (MTV) (202400585)
The complaint is about the landlord’s handling of: The resident’s reports of a faulty boiler in a decant property. The resident's reports that water damaged the electrics in the decant property. A delayed decant payment. This report also looks at the landlord’s handling of the resident’s complaint.
Notting Hill Genesis (NHG) (202342198)
The complaint is about the landlord’s handling of remedial repairs following a mutual exchange. This Service has also considered the landlord’s handling of the associated complaint.
One Manchester Limited (202318825)
The complaint is about: the landlord's handling of the resident’s reports of repairs, damp and mould at her previous address. the landlord's handling of the resident’s reports of repairs. the landlord's handling of the resident’s reports of damaged belongings. the landlord's handling of the resident’s complaint.
Orbit Housing Association Limited (202342464)
The complaint is about: The landlord’s handling of reports of antisocial behaviour. The associated complaint handling.
Regenda Limited (202342661)
The complaint is about the landlord’s response to the resident’s reports about damp and mould, and its handling of associated repairs.
Sage Housing Limited (SHL) (202225956)
REPORT COMPLAINT 202225956 Sage Housing Limited (SHL) 24 September 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
Stonewater Limited (202310073)
The complaint is about the landlord's handling of: repairs to the boiler damage to the resident’s personal belongings following a leak complaint handling.
The Riverside Group Limited (202330781)
The complaint is about the landlord’s handling of: Reports of rats in the property. The associated complaint.
Vivid Housing Limited (202338276)
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property.
Vivid Housing Limited (202345986)
The complaint is about the landlord’s handling of the resident’s report of: A flea infestation. Damp and mould.
Waltham Forest Council (202312872)
The complaint is about the landlord’s handling of the resident’s reports of multiple repairs to her property. The Ombudsman has also considered the landlord’s complaint handling.
Wolverhampton City Council (202206083)
The complaint is about the landlord’s handling of the resident’s: eviction from the property. concerns about asbestos, and repairs to the bathroom, boiler, front door. concerns about the gas safety check completed in December 2022. concerns about the external post box. reports of antisocial behaviour (ASB). the complaint. We have …
A2Dominion Housing Group Limited (202209000)
The complaint is about the landlord’s handling of: Hot water repairs Front door repairs.
Croydon Churches Housing Association Limited (202309423)
The complaint is about the level of compensation offered by the landlord for the time it took to resolve damp and mould on a bedroom wall in the resident’s property.
Hyde Housing Association Limited (202305990)
The complaint is about: The landlord’s handling of the resident’s reports of a leak into her bathroom and damage to the ceiling. The landlord’s handling of the associated complaints.
Sanctuary Housing Association (202337287)
The complaint is about the landlord’s handling of the resident’s: Report of a leak into the property and associated communication. Associated formal complaint.
Southend-on-Sea City Council (202309216)
The complaint is about the landlord’s handling of the resident’s request for it to: reinstate an external security gate. install external lighting by his flat. The Ombudsman has also assessed the landlord’s complaint handling.
Southern Housing (202301251)
The complaint is about the landlord’s handling of: The resident’s reports of a leak into the property which led to his bedroom ceiling collapsing. The remedial works to the bedroom ceiling, including the quality of the work. The associated complaints.
Sovereign Network Homes (202306986)
REPORT COMPLAINT 202306986 Sovereign Network Homes 23 September 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
Tendring District Council (202326805)
The complaint is about the landlord’s handling of anti-social behaviour reports.
Accent Housing Limited (202231933)
The complaint is about the landlord’s: Response to the resident’s reports about drainage issues in the bathroom. Complaint handing.
Camden Council (202308263)
The complaint is about: The landlord’s handling of reports of no heating in the property. The associated complaint handling.
Chesterfield Borough Council (202307997)
The complaint is about: the landlord’s exclusion of the resident’s property from a roof replacement programme, the landlord’s handling of repairs to the property’s external footpaths. The Ombudsman has also considered the landlord's complaint handling.
Habinteg Housing Association Limited (202206829)
The complaint is about: The landlord’s handling of the installation of the resident’s kitchen. The landlord’s complaint handling has also been considered.
Harlow District Council (202307174)
The complaint is about the landlord’s handling of the resident’s reports of anti social behaviour (ASB). The landlord’s complaint handling has also been considered.
Lewisham Council (202224509)
The complaint is about the landlord’s handling of: A repair to the living room window. The associated complaint.
Manchester City Council (202228374)
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s complaint handling is also considered.
Norwich City Council (202220934)
The complaint is about the landlord’s handling of: repairing the cracks in the balcony, subsequent repairs to address the damp and mould.
Peabody Trust (202340829)
The complaint is about the landlord’s: Response to the resident’s concerns about her medical assessment. Handling of reports of ventilation issues at the property. Complaint handling.
Royal Borough of Kensington and Chelsea (202302793)
The complaint is about the landlord’s: Handling of repairs to a toilet, including an operative’s conduct. Handing of repairs to a balcony.
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)