Birmingham City Council (202309639)
The complaint is about the landlord’s: Handling of the mutual exchange. Response to the resident's reports of repairs following the mutual exchange. Complaints handling.
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
Gateway Housing Association Limited (202216373)
The complaint is about the landlord’s: Handling of allegations of anti-social behaviour (ASB) about the resident. Handling of the resident’s reports of harassment. Complaint handling.
Home Group Limited (202115852)
REPORT COMPLAINT 202115852 Home Group Limited 15 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 case. […]
Islington Council (202232238)
This complaint is about the landlord’s handling of: The resident’s reports of neighbours incorrectly disposing of waste. The associated complaint.
London Borough of Croydon (202203123)
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould, and the associated repairs. The resident’s reports of anti social behaviour (ASB). Allegations of ASB made against the resident. The investigation into an alleged incident between the resident and a member of its staff. The …
Metropolitan Thames Valley Housing (MTV) (202305037)
The complaint is about: The landlord’s handling of reports of antisocial behaviour (ASB) about the resident. The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) about his neighbour.
One Vision Housing Limited (202205697)
The complaint is about the landlord’s handling of the resident’s Right to Acquire (RTA) application.
Orbit Group Limited (202213948)
The complaint is about the landlord’s handling of the resident’s complaint concerning drainage, and sewage issues at her property.
Paragon Asra Housing Limited (202214972)
The complaint is about the landlord’s handling of the resident’s request for: Various repairs at the property. Maintenance of the communal areas. The complaint is also about the landlord’s handling of the resident’s reports of: Noise nuisance and anti-social behaviour (ASB). Sub-letting of a property. The Ombudsman has considered the …
Islington Council (202306224)
The complaint is about: The landlord’s response to the resident’s reports of damp and mould at her property. The landlord’s complaint handling has also been investigated.
Lambeth Council (202320751)
The complaint is about the landlord’s handling of window repairs/replacement. The Ombudsman has also considered the landlord’s complaint handling.
Lincoln City Council (202308522)
The complaint is about: The landlord’s handling of repairs to damp and mould in the resident’s property. The landlord’s complaint handling.
Octavia Housing (202223509)
The complaint is about the landlord’s: Response to the resident’s reports of noise from repair work at the neighbouring property, including the conduct of the landlord’s contractors. Complaint handling.
Platform Housing Group Limited (202305172)
This complaint is about the landlord’s response to: The resident’s concerns about the frequency of lift breakdowns at his block and the time taken for repairs to be completed. The resident’s concerns about the impact the lift outages were having on him given his vulnerabilities. This complaint is also about …
The Guinness Partnership Limited (202222516)
The complaint is about the landlord’s handling of: The resident’s reports of heat loss and repairs to the lounge window and back door. The complaint.
Birmingham City Council (202310402)
This complaint is about the landlord’s handling of the resident’s concerns about the condition of her kitchen. The Ombudsman has also considered the landlord’s handling of the associated complaint.
Clarion Housing Association Limited (202207370)
REPORT COMPLAINT 202207370 Clarion Housing Association Limited 13 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 […]
Hyde Housing Association Limited (202329319)
The complaint is about the landlord’s response to a report of a leak and associated repairs.
Irwell Valley Housing Association Limited (202224863)
The complaint is about the landlord’s response to the resident’s: Concerns about its request for rent in advance of a property viewing. Request for decoration vouchers. Request to repair shelving. Reports of an issue with the flooring. Request for redress of council tax. The Ombudsman has also considered the landlord’s …
London & Quadrant Housing Trust (L&Q) (202302981)
The complaint is about the landlord’s handling of the resident’s move to temporary accommodation due to anti-social behaviour (ASB). The Ombudsman has also investigated the landlord’s handling of the complaint.
Southwark Council (202225883)
The complaint is about the landlord’s response to the resident’s reports of a contaminated water supply. This Service has also considered the landlord’s complaint handling.
The Guinness Partnership Limited (202225938)
The complaint is about the landlord’s handling of the resident’s request to sell her shared ownership property. The Ombudsman has also considered the landlord’s complaint handling.
Torus62 Limited (202308116)
The complaint is about the landlord's handling of: The resident’s reports about damp and mould. The resident’s concerns about damage caused to his personal possessions by the damp and mould.
Torus62 Limited (202310813)
The complaint is about the landlord’s: Handling of the resident’s reports of mould and damp. Handling of the resident’s reports of damage to her kitchen flooring and washing machine.
First Choice Homes Oldham Limited (202230298)
This complaint is about the landlord’s: Response to the resident’s request to buy the property’s freehold. Complaint handling.
Harlow District Council (202229720)
The complaint is about the landlord’s: Response to reports of damage caused to the property due to a fire. Handling of the resident’s personal belongings when clearing the loft. Complaint handling.
Hyde Housing Association Limited (202125832)
The complaint is about the landlord’s: Response to the resident’s report of a roof leak and other outstanding repairs. Response to the resident’s rent query. Complaint handling.
Hyde Housing Association Limited (202323115)
The complaint is about: The landlord’s handling of the resident’s request for a kitchen and bathroom replacement. The landlord’s handling of outstanding repairs to the property.
London & Quadrant Housing Trust (L&Q) (202317961)
The complaint is about the landlord’s handling of: Repairs required to the resident’s window following a leak. The associated complaint.
Metropolitan Thames Valley Housing (MTV) (202301139)
The complaint is about: Assistance provided by the landlord during a decant and transfer process. The landlord’s response to the resident’s request for compensation for damaged items.
Notting Hill Genesis (NHG) (202214662)
The complaint is about the landlord’s handling of: Administration of service charges and rent account. Reports of disrepair and provision of cyclical works. The complaint.
Beyond Housing Limited (202306387)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and harassment by her neighbours. The Ombudsman has also considered the landlord’s complaint handling.
Notting Hill Genesis (NHG) (202217171)
The complaint is about the landlord’s handling of and response to:
Ongo Homes Limited (202231174)
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould The decant of the resident and level of compensation. The complaint.
Paragon Asra Housing Limited (202122275)
The complaint is about the landlord’s response to the resident’s request for a: Boiler repair. Window repair. The Ombudsman has also considered the landlord’s complaint handling.
Abri Group Limited (202234700)
REPORT COMPLAINT 202234700 Abri Group Limited 8 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 case. […]
Dudley Metropolitan Borough Council (202119458)
The complaint is about the landlord’s: handling of the resident’s application for a housing transfer; record keeping; handling of the resident’s concerns about the structural safety of his property; handling of the resident’s associated complaint.
Gentoo Group Limited (202301802)
The complaint is about the landlord’s handling of: Plastering repairs to the resident’s bedroom and living room. Repairs reported by the resident including repairs to the floorboards in the living room due to a woodworm infestation, repairs to the bathroom, repairs to the gutters and subsequent reports of damp and …
Notting Hill Genesis (NHG) (202300960)
The complaint is about the landlord’s handling of the resident’s: Reports about the security of her bedroom windows and door. Formal complaint.
Platform Housing Group Limited (202226057)
The complaint is about: The landlord’s handling of the rent account. The installation of solar panels and provision of certification. The landlord's handling of concerns regarding the efficiency and cost of the heating system. The landlord's handling of reports of damp and mould. The landlord's handling of the complaint.
Sanctuary Housing Association (202225565)
This complaint is about the landlord’s responsive repairs service and its handling of the associated complaint.
Torus62 Limited (202310199)
The complaint is about the landlord’s response to the resident’s reports about the condition of the kitchen.
Christian Action (Enfield) Housing Association Limited (202310927)
The complaint is about the landlord’s: Response to repair issues. Response to the resident’s request to be rehoused.
Citizen Housing (202222927)
The complaint is about the landlord’s handling of: The resident’s report of a water leak from an upstairs property into her bathroom and the associated repairs. The planned kitchen replacement. The resident’s concerns regarding staff conduct. This Service has also considered the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202306893)
The complaint is about the landlord’s handing of the resident’s report of a leak from the shower to the bedroom.
Paragon Asra Housing Limited (202304553)
The complaint is about the landlord’s handling of: A leak in the resident’s home, and the resulting damp and mould. The associated complaint.
Regenda Limited (202219696)
The complaint is about the landlord’s handling of the resident’s: Reports that its contractors had disconnected the gas fire. Request to have the gas fire fixed and re-connected.
South Tyneside Council (202313544)
The complaint is about the landlord’s handling of various repairs to the property.
Sovereign Network Homes (202313628)
The complaint is about the resident’s reports concerning: The landlord’s handling of repairs to the boiler. The pressure from the bath taps following their replacement.
Hyde Housing Association Limited (202316294)
This complaint is about the landlord’s handling of reports of damp, mould, and drainage issues within the property. The Ombudsman has also considered the landlord’s handling of 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)