London Borough of Hackney (202321997)
The complaint concerns the landlord’s handling of: A leak to the property from the property above the resident. The resident’s reporting 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 & Quadrant Housing Trust (L&Q) (202204359)
The complaint is about: The landlord’s handling of Remedial works following a leak. Its handling of asbestos removal at the resident’s property. The Ombudsman will consider the landlord’s complaint handling. The Ombudsman will consider the landlord’s record keeping.
London & Quadrant Housing Trust (L&Q) (202306096)
The complaint is about; The landlord’s handling of the resident’s reports of a leak in the property. The associated complaint handling.
London & Quadrant Housing Trust (L&Q) (202307382)
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
Metropolitan Thames Valley Housing (MTV) (202230802)
The complaint is regarding landlord’s handling of the landlord’s: Handling of a repair request. Communication with the resident. This investigation has also considered the landlord’s handling of the complaint.
Newlon Housing Trust (202229430)
The resident’s complaint is about the landlord’s response to his request for a dedicated disabled parking bay.
One Housing Group Limited (202304913)
REPORT COMPLAINT 202304913 One Housing Group Limited 31 May 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 […]
Orbit Group Limited (202224036)
The complaint is about the landlord’s handling of the resident’s concern that her communal electricity charge included the cost of a tumble dryer she had not been able to use. We have also considered the landlord’s complaint handling.
Orbit Housing Association Limited (202309282)
The complaint concerns the landlord’s handling of the resident’s reporting of anti-social behaviour (ASB) from her neighbour. This report has also considered the landlord’s complaints handling.
Orbit Housing Association Limited (202322643)
The complaint is about the landlord's response to various reports of repairs within the property, including damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
Orbit Housing Association Limited (202327625)
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) by a neighbour. The landlord’s handling of parking issues reported by the resident. The landlord’s complaints handling has also been investigated.
Origin Housing Limited (202303657)
REPORT COMPLAINT 202303657 Origin Housing Limited 31 May 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 […]
Royal Borough of Kensington and Chelsea (202303698)
The resident’s complaint is about: The landlord’s handling of remedial works following a leak and its response to the resident’s reports of a rodent infestation. The Ombudsman will consider the landlord’s complaint handling.
Southern Housing (202227212)
The complaint is about the landlord’s handling of: Repairs to windows in the property. Flooding outside the property. Repairs to the bathroom floor. Complaint handling.
The Guinness Partnership Limited (202307352)
The complaint is about the landlord’s: investigation of the resident’s reports about vibration noise; complaints handling.
The Riverside Group Limited (202227117)
The complaint is about the landlord’s handling of: Construction works near to the property and the impact these had on the resident. Reports of damp and mould in the property. The resident’s request for rehousing. The resident's concerns about communal cleaning services. Complaint handling.
Waltham Forest Council (202227302)
The complaint is about the landlord’s handling of planned repairs and improvements in the resident’s property.
Waltham Forest Council (202228943)
The complaint is about the landlord’s response to the resident’s concerns about: Overcrowding and her housing application to move. Repairs to the property, including: Damp in the bathroom and the property being cold. Repairs to the lighting. Rats in the garden. The Ombudsman has also considered the landlord’s complaint handling.
Wigan Metropolitan Borough Council (202217665)
The complaint is about: The landlord’s handling of the resident’s right to buy (RTB) application. The landlord’s response to the resident’s erection of a garden fence. The landlord’s response to the residents erection of an outhouse and its use as a business premises.
A2Dominion Housing Group Limited (202300662)
The complaint is about the landlord’s handling of reports of a faulty boiler and a carbon monoxide detector past its expiry date. The Ombudsman has also considered the associated complaint handling.
Agudas Israel Housing Association Limited (202227019)
The complaint is about: The landlord’s handling of repairs at the resident’s property. The resident’s concerns that the landlord failed to complete a refurbishment offered at the start of her tenancy. The landlord’s handling of the resident’s complaint.
Birmingham City Council (202304916)
The complaint is about the landlord’s handling of the resident’s reports of flooding in his garden and the side of the property. The landlord’s handling of the complaint has also been considered.
Birmingham City Council (202320507)
The complaint concerns the landlord’s handling of the resident’s reporting of a mice infestation to her property as well as to the wider block. This report has also considered the landlord’s complaints handling.
Camden Council (202315839)
The complaint is about: The landlord’s handling of damp and drainage repairs at the resident’s property. The landlord’s handling of the resident’s complaint.
Citizen Housing (202228236)
The complaint is about the landlord’s handling of the applicant’s application to succeed her deceased grandmother’s property and whether it should have advised her of her rights earlier. This Service has also considered the landlord’s complaint handling.
Clarion Housing Association Limited (202212524)
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (‘ASB’). The Ombudsman has also considered the landlord’s complaint handling.
Clarion Housing Association Limited (202217008)
The complaint is about the landlord’s: Response to reports of rubbish accumulation in the resident’s garden and associated staff behaviour. Response to the resident’s request for a sole tenancy and associated universal credit (UC) claim. Complaint handling .
Clarion Housing Association Limited (202218339)
The complaint is about the landlord’s handling of the resident’s reports of a fly infestation. The Ombudsman has also considered the landlord’s complaint handling.
Flagship Housing Group Limited (202215333)
The complaint is about: The landlord’s handling of the resident’s reports about the condition of her former property when the tenancy commenced and the resident’s disrepair reports. The landlord’s handling of the resident’s complaint including the amount of compensation offered.
Gloucester City Homes Limited (202311899)
The complaint is about the landlord's handling of the implementation of a pre-payment meter for heat and hot water in the property, and the associated costs.
Grand Union Housing Group Limited (202301029)
The complaint is about the landlord's handling of: Repairs to the resident’s boiler, a leak from a pipe, and damage to a ceiling. The resident’s concerns about damage caused to her carpet by the leak. The Ombudsman has also considered the landlord’s complaint handling as part of this investigation.
Leeds City Council (202313924)
The complaint is about the landlord’s handling of: A blocked drain which resulted in sewage overspill in the garden at the resident’s property and a broken drain cover. The associated complaint.
London Borough of Hackney (202302021)
The complaint is about: The landlord’s handling of the resident’s reports of upsurges in water into her property. The landlord’s handling of the resident’s reports of a leak from her neighbour’s property above. The landlord’s complaint handling has also been investigated.
London Borough of Hackney (202310241)
This complaint is about the landlord’s: Response to the resident’s reports of leaks, damp, and mould. Complaint handling. The Ombudsman also considered the landlord’s record keeping.
London Borough of Hounslow (202228688)
This complaint is about the landlord’s response to the resident’s: Reports of leaks, damp and mould. Concerns around defective windows. Concerns around squirrels in a loft. The Ombudsman also considered the landlord’s complaint handling.
London & Quadrant Housing Trust (202228344)
The complaint is about the landlord’s handling of: Lift repairs. Antisocial behaviour (ASB). A request for the reimbursement of removal costs. Reports of pests. Condensation, damp and mould in the building. Cleaning of communal areas. The associated complaint.
London & Quadrant Housing Trust (L&Q) (202305870)
The complaint is about the landlord’s handling of the resident’s: Reports of noise nuisance from a communal bin store. Request for a transfer to another property. The associated complaint.
London & Quadrant Housing Trust (L&Q) (202319060)
The complaint is about the landlord’s: Response to the resident’s reports of cracks in the ceiling. Response to the resident’s transfer request.
Metropolitan Thames Valley Housing (MTV) (202315322)
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in his property. The landlord’s handling of the resident’s complaint.
Milton Keynes City Council (202309298)
The complaint is about the landlord’s handling of: Water ingress from the balcony above the property. Repairs following a burst pipe under the bath. This Service has also considered the landlord’s complaint handling.
Peabody Trust (202300779)
The complaint is about: The landlord’s handling of repairs. The landlord’s complaint handling.
Sanctuary Housing Association (202223664)
The complaint is about: The landlord’s handling of the resident’s reports of a leak and resultant damp and mould at the property. The landlord’s complaint handling has also been investigated.
Settle Group (202218809)
The complaint is about the landlord’s handling of: the resident’s request for repairs; the resident’s reports of a pest infestation; the resident’s decant; and the resident’s request for reimbursement for her costs and damaged belongings. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Sheffield City Council (202125993)
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB), including concerns about her neighbour’s closed-circuit television (CCTV).
Vivid Housing Limited (202304389)
The complaint is about the landlord’s handling of the resident’s: Historic reports of anti-social behaviour (ASB). Reports of ASB which were the subject of a complaint in 2023.
Westminster City Council (202323512)
The complaint is about the landlord’s handling of: reports of rodent infestation. the associated complaint.
Wigan Metropolitan Borough Council (202102568)
The complaint concerns the landlord’s handling of the resident’s reporting of anti-social behaviour (ASB) outside his property. This report has also considered the landlord’s complaints handling.
A2Dominion Housing Group Limited (202307731)
The complaint is about the landlord’s handling of reports of an ongoing leak and unresolved damp and mould. The report has also taken into consideration the landlord’s handling of the associated complaint.
Chelmer Housing Partnership Limited (202308683)
The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (ASB) by her neighbour and her request to move.
Lambeth Council (202205445)
The resident’s complaint is about the landlord’s handling of: Leaks, damp and mould in his property. His reports of subletting and antisocial behaviour (ASB) in the flat above. The Ombudsman has also assessed 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)