Optivo (now Southern Housing) (202215116)
The complaint is about the landlord’s handling of: a leak at the resident’s property. the associated complaint and request for compensation.
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
Sanctuary Housing Association (202205675)
The complaint concerns: The landlord’s response to the resident’s application for staircasing. The landlord’s interpretation of the provisions of the resident’s lease. The landlord’s handling of the resident’s reports of a leak from the roof. The landlord’s handling of the complaint.
Southwark Council (202113700)
The complaint is about: How the landlord handled ongoing repairs to the residents door entry system between the dates September 2020 to July 2021. How the landlord handled the second complaint about the above initially raised in January 2021. This service has also considered the landlords record keeping.
Sovereign Network Homes (202219913)
The complaint is about the landlord’s; Handling of the resident’s request for it to provide CCTV footage to the police following a burglary. Complaints handling.
Sovereign Network Homes (Former Network Homes) (202123467)
The complaint is about The landlord’s handling of the resident’s reports concerning leaks and the consequent damage to their property. The landlord’s communication, complaint handling and its response to the resident’s request for compensation.
Stroud District Council (202207879)
This complaint is about the landlord’s handling of responsive repairs to the resident’s property. The Housing Ombudsman has also decided to investigate the landlord’s communication and complaint handling in this case.
The Guinness Partnership Limited (202209343)
The complaint is about the landlord’s handling of repairs to: The back door, kitchen door and living room doors at the resident’s property. External brickwork and the kitchen and living room windows which resulted in damp at the resident’s property. The complaint is also about the landlord’s handling of a …
The Guinness Partnership Limited (202209839)
The complaint is regarding the landlord’s handling of the resident's request for remedial works to the garden.
Torus62 Limited (202224281)
The complaint is about: The landlord’s handling of the resident’s reports of damage to her mobility scooter. The landlord’s provision of suitable storage for mobility scooters. The landlord’s complaint handling.
Trent & Dove Housing Limited (202204417)
The complaint is about the landlord’s: Handling of reports of asbestos in the resident’s property. Response to reports of damp. The landlord’s record keeping.
Waltham Forest Council (202201559)
The complaint is about the landlord’s; Handling of remedial works at the resident’s home following a leak. Complaints handling.
Westminster City Council (202207751)
The complaint is about the landlord’s: response to the resident’s reports of antisocial behaviour (ASB) and harassment from her neighbour; response to the resident’s request for a management transfer; handling of the resident’s complaint.
Wolverhampton City Council (202101642)
This complaint is about the landlord’s: Response to the resident’s reports of: leaks, damp and mould; various other repairs; equality concerns; Complaint handling; Record keeping.
A2Dominion Housing Group Limited (202207064)
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in the property. Concern that damp and mould issues had impacted on the health of her household. Reports of silverfish in the property, as a result of damp and mould. Reports of a blocked toilet. …
Birmingham City Council (202118753)
The complaint is about the landlord’s handling of the resident’s: Reports of anti social behaviour (ASB). Allegations that it was trying to evict him. Complaints.
Clarion Housing Association Limited (202204728)
The complaint is about: The landlord’s handling of a complaint relating to the resident’s previous tenancy; The landlord’s response to the resident’s reports of its contractor causing damage to the property during planned works and leaving aspects of the work unfinished; The landlord’s response to the resident’s reports of loss …
Colchester Borough Council (202110444)
The landlord’s response to the resident’s reports of antisocial behaviour. The Ombudsman has also considered the landlord’s complaint handling.
Gentoo Group Limited (202122445)
The complaint is about the landlord’s handling of: The installation of solar panels at the resident’s property in 2016. Issuing a lease for the solar panels resulted in the resident suffering a financial loss. Issuing a lease for the solar panels at the resident’s property. The Ombudsman has also considered …
Havering Council (202200548)
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Request for sound insulation, due to noise disturbance. Reports of damp and mould in the property. Request for a new kitchen and bathroom. Concerns about the conduct of its staff. The Ombudsman has also considered …
Lewisham Council (202118554)
The complaint is about: The landlord's handling of repairs to a leak to the external communal pathway. The resident’s concerns about the landlord’s decision to recharge for the leak repairs.
London & Quadrant Housing Trust (L&Q) (202124242)
This complaint is about the landlord’s: Response to the leaseholder’s concerns about its ground rent and lease extension practices; Complaint handling.
Magenta Living (202124408)
The complaint is about the landlord’s handling of the resident’s reported repairs which included: damp and mould in the kitchen. repairs to the downstairs toilet. the installation of the radiator on the resident’s landing. repair work to the resident’s daughter’s bedroom door/doorframe. glass and rubbish left in the garden by …
Moat Homes Limited (202208721)
The complaint is about: The level of priority awarded by the local authority for rehousing. The landlord’s response to the resident’s query about an arrears letter. The landlord’s response to the resident’s request for a wet room. The landlord’s handling of communal repairs. The landlord’s response to the resident’s queries …
One Housing Group (202014551)
The complaint relates to: The landlord’s handling of reports of a pest infestation.
Onward Homes Limited (202122213)
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property, and the associated repairs. The Ombudsman has also considered the landlord’s complaint handling.
Optivo (now Southern Housing) (202225263)
The complaint is about the landlord’s response to: reports of an operative gaining access to the resident’s property. concerns that it held a key to the property without her knowledge.
Paragon Asra Housing Limited (202114993)
The complaint is about the landlord’s handling of: the resident’s reports that her property was overcrowded; repairs to the resident’s bathroom and kitchen; the resident’s reports of overgrown trees. The Ombudsman has also considered the landlord’s complaint handling.
Sanctuary Housing Association (202111250)
The complaint is about the landlord’s response to the resident’s: Reports of noise disturbance. Request to be transferred into a suitable property. Related complaint.
Sheffield City Council (202110792)
The complaint is about the landlord’s handling of: A leak affecting the communal area and the associated remedial repairs. The resident’s complaint.
The Abbeyfield Society (202127722)
The complaint is about the landlord’s response to: The resident’s concerns about the fire safety issues related to a stairlift in the property and the external fire escape. The resident’s concerns about the suitability of a neighbouring tenant in the building. The resident’s concerns about the treatment of staff in …
The Guinness Partnership Limited (202209462)
The complaint is about the landlord’s: handling of repairs to the property; response to the resident’s reports regarding staff conduct; communication and complaint handling, including the level of compensation offered.
The Housing Plus Group Limited (202215056)
The complaint is about the landlord’s handling of the resident’s staircasing application.
West Kent Housing Association (202206320)
The complaint is about the landlord’s handling of the resident’s reports of the garden flooding, the associated works, and offer of compensation. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Abri Group Limited (202127784)
The complaint is about the landlord’s response to the resident’s concerns about parking at her sheltered scheme.
Birmingham City Council (202106463)
The complaint is about the landlord’s response to the resident’s reports about a leak in an airing cupboard. The Ombudsman has also considered the landlord’s complaint handling.
GreenSquareAccord Limited (202207660)
The complaint is regarding the landlord’s response to the resident’s: Concerns about the standard of service relative to the service charges. Request for a housing transfer. Associated formal complaint.
Hammersmith and Fulham Council (202211906)
The complaint is about the landlord’s handling of the resident’s request for paving works and a tree removal.
Hyde Housing Association Limited (202126628)
REPORT COMPLAINT 202126628 Hyde Housing Association Limited 29 August 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 […]
Lambeth Council (202112413)
The complaint is about the landlord’s handling of the resident’s succession to his late mother’s tenancy.
Leicester City Council (202107822)
The complaint is about the landlord’s: Response to the resident’s: Reports of leaks to his shed. Request to remove squirrel traps from the property. Handling of electrical repairs in the property. The Ombudsman has also assessed the landlord’s: Complaint Handling. Record Keeping.
London & Quadrant Housing Trust (L&Q) (202206767)
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of the resident’s concerns about his neighbour’s video doorbell. The landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202214900)
The complaint is about: The landlord's handling of the resident's reports of a loss of heating and hot water, including the level of compensation offered. The landlord’s complaint handling.
Longhurst Group Limited (202121961)
The complaint is about the landlord’s response to the resident concerning: A lack of heating and hot water in 2020. Repairs to a front door. A lack of heating and hot water and damage to a carpet in 2021.
Midland Heart Limited (202224636)
The complaint is about the landlord’s handling of decoration works.
Newlon Housing Trust (202212689)
The complaint is about the landlord's handling of the resident's reports regarding the condition of the windows.
Notting Hill Genesis (NHG) (202000461)
The complaint is about: The landlord’s handling of the resident’s reports of noise disturbance . The landlord’s handling of the resident’s complaint. The Ombudsman has also assessed the landlord’s record keeping.
Notting Hill Genesis (NHG) (202104963)
The resident’s complaint is about the landlord’s handling of: The resident’s Subject Access Request. His reports of pests and requests for associated works. His temporary decant request. Its communication during handover of cases between staff. This service has also considered the landlord’s complaint handling.
Southern Housing (202117545)
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour. This service has also considered the landlord’s complaint handling.
Together Housing Association Limited (202220628)
The complaint is about the landlord’s responses to: Snags in the property. The resident’s reports of anti-social behaviour (ASB) from a neighbour. The formal complaint.
Wandsworth Council (202115911)
The resident’s complaint was about: The landlord’s consideration of the resident’s housing needs and the suitability of her current accommodation and the decision to remove the resident from the housing list for three years. The condition of the property when it was let to her. The landlord’s handling of noise …
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)