Accent Housing Limited (202221854)
The complaint is about the landlord’s response to the resident’s concerns about: The repair of a ventilation grill at her property. The conduct of a staff member of the landlord.
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
Birmingham City Council (202115767)
REPORT COMPLAINT 202115767 Birmingham City Council 25 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 is […]
Birmingham City Council (202121058)
The complaint is about the landlord’s: response to the resident’s reports of damp and mould. decision to place a risk marker on the resident’s tenancy record. complaint handling.
Bromsgrove District Housing Trust Limited (202200932)
The complaint is about the amount of compensation offered by the landlord for the resident’s experience during the refurbishment of the kitchen at the property.
Citizen Housing (202126878)
The complaint is about the landlord’s handling of: The applicant’s housing application pre-May 2021 The applicant’s housing application post-May 2021. Its communications with the applicant. The applicant’s complaint.
Clarion Housing Association Limited (202127738)
The complaint is about the landlord’s response to the resident’s request for information about his service charges and its handling of the associated complaint.
Homes Plus Limited (202125979)
The complaint is about the landlord’s handling of remedial works to the roof following reports of damp and mould.
Leeds Jewish Housing Association Limited (202012647)
The complaint is about the landlord’s response to the resident’s queries regarding: communal caretaker costs; alarm monitoring and warden services; payment of a support subsidy; apportionment of service charges for communal facilities; staff costs; water charges; backdated communal electricity charges; changes to warden duties; changes to services and charges; potential …
Lewes District Council (202123052)
The complaint is about: The landlord’s management of roofing repairs. The landlord’s handling of the resident’s complaint and request for compensation.
London & Quadrant Housing Trust (L&Q) (202207377)
The complaint is about the landlord’s handling of the resident’s reports of faulty windows, and its associated repairs.
Optivo (now Southern Housing) (202220933)
The complaint is about the landlord’s: response to the resident’s reports about repair issues in the bathroom; complaints handling.
Platform Housing Group Limited (202124990)
This complaint is about: The landlord’s handling of the resident’s reports of noise, harassment and antisocial behaviour by neighbours; The landlord’s handling of reports that the resident was engaging in antisocial behaviour; The conduct of the landlord’s staff; The landlord’s handling of the associated complaints.
Stoke-on-Trent City Council (202208976)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from a community garden and play park.
Swan Housing Association Limited (202221979)
The complaint is about: The landlord’s handling of an interruption to the resident’s gas supply. The associated compensation request. Staff conduct.
Birmingham City Council (202217143)
The complaint is about the landlord’s handling of the resident’s reports of the property being cold and her request for gas heating.
City of London Corporation (202119697)
The complaint is about the landlord’s: Handling of the resident’s request to purchase the remaining share of the property. Response to the resident’s concerns regarding a valuation of the property.
Community Housing Initiative (202210915)
This complaint is about: The landlord's response to the resident's reports of outstanding repairs to the building. The landlord's communication throughout the repairs process.
Darlington Borough Council (202209963)
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour and harassment. The landlord’s handling of repairs in readiness for, and after, letting. The landlord’s associated complaint handling.
Grand Union Housing Group Limited (202120857)
The complaint is about the landlord’s handling of the resident’s purchase of their home through the Right to Buy scheme.
Islington Council (202212752)
The complaint is about: The landlord’s management of the communal cleaning service to the resident’s block, including the service charge for this service. The landlord’s handling of the resident’s complaint.
London & Quadrant Housing Trust (L&Q) (202221313)
The complaint is about the landlord’s response to concerns about: the suitability of a new hand wash basin installed in the property; water damage caused by a slow leak resulting from the hand wash basin installation, and; complaint handling.
Paragon Asra Housing Limited (202200356)
The complaint concerns: The landlord’s handling of the resident’s reporting of damp and mould. The amount of redress offered by the landlord. The report has also considered: The landlord’s complaints handling. The record keeping.
Peabody Trust (202215428)
The complaint is about the landlord’s response to the resident’s: reports of a leak in her building causing damp and mould in her property; provision of evidence of defects in the resident’s building following a further leak; associated complaint.
Peabody Trust (202215468)
The complaint is about the landlord’s response to the resident’s: reports of a leak affecting her property; provision of evidence of defects in the resident’s building following a further leak; associated complaint.
Tower Hamlets Homes (202223881)
The complaint is about: The landlord’s handling of the resident’s reports of poor customer service from its staff. The landlord's handling of a repair to the kitchen and bathroom extractor fans. The landlord’s complaint handling.
Waltham Forest Council (202125120)
The complaint is about the landlord’s management and handling of: repairs to the downpipe and guttering causing a leak and damage in the property. damp and mould in the property. an infestation of pests. the resident’s complaints.
Wandsworth Council (202218821)
The complaint is about the landlord’s handling of: repairs to address water penetration from the roof; a compensation request for rental income loss due to incomplete roof repairs, and; the complaint made.
West Kent Housing Association (202214015)
The complaint is about the landlord's decision to remove the hardwired lifeline.
Westminster City Council (202118004)
The complaint is about the landlord’s response to the resident’s reports about antisocial behaviour (ASB).
Bournemouth, Christchurch and Poole Council (202107969)
The complaint is about the landlord’s management and handling of: a request to install a level access shower wet room in the property. the resident’s reports of outstanding repairs at the property. the resident’s reports of damp and mould in the outbuildings. the resident's formal complaints.
Gentoo Group Limited (202218794)
The complaint is about the landlord’s handling of its proposals to remove the resident’s garage and driveway as part of its regeneration scheme.
London & Quadrant Housing Trust (L&Q) (202200878)
The complaint is about the landlord’s: response to the resident’s report of a fire safety incident; handling of the resident’s associated complaint.
Notting Hill Genesis (NHG) (202214808)
The complaint is about the landlord’s: Response to reports of leaks at the property. Response to damp and mould at the property. Knowledge and information management. Complaint handling.
Sanctuary Housing Association (202214329)
The complaint is about the landlord’s handling of the: kitchen flooring replacement works; and kitchen base units renewal works.
Bromford Housing Association Limited (202216237)
The complaint is about the landlord’s: response to the resident’s report of a leak; complaints handling.
Clarion Housing Association Limited (202211593)
The complaint is about the landlord’s handling of reports of a foul odour at the property. This Service has also considered the landlord’s: complaint handling. record keeping.
East Riding of Yorkshire Council (202211160)
The complaint is about: The landlord’s response to the resident’s reports of anti social behaviour. The landlord’s decision to place the resident in a particular band under its allocations policy. The landlord’s handling of the complaint.
Joseph Rowntree Housing Trust (202221489)
The complaint is about the landlord's response to the resident’s reports of repairs to her windows and front door.
Paradigm Housing Group Limited (202116807)
The complaint is about:
Sanctuary Housing Association (202214318)
The complaint is about: The landlord's handling of repairs to the resident’s solar panels. The landlord’s handling of the resident’s complaint about its disposal of her belongings, following a fire in the property.
Southern Housing Group Limited (202117950)
This complaint is about the landlord’s response to the resident’s reports of disrepair to her bathroom and its handling of the installation of an electric shower.
Sovereign Network Homes (202218988)
The complaint is about the landlord's handling of repairs to the communal lift.
Sovereign Network Homes (202221533)
The complaint is about the landlord’s response to the resident’s concerns about a boundary fence.
The Guinness Partnership Limited (202211533)
The complaint is about the landlord's response to the delay in the sale of the resident’s property following his death.
The Riverside Group Limited (202223877)
The complaint concerns: The landlord’s decision to recharge the resident to repair the toilet in the property. The conduct of a staff member during the repairs process.
Wythenshawe Community Housing Group Limited (202210636)
The complaint is about the landlord’s handling of the resident’s housing application.
East Devon District Council (202123784)
The complaint is about the landlord’s: record keeping; handling of the resident’s reports of heating issues; handling of the resident's reports of window issues.
Home Group Limited (202221234)
The landlord’s handling of the resident’s report of a rodent infestation. The associated complaint.
Karbon Homes Limited (202206544)
The complaint is about the landlord’s handling of reports of noise nuisance and antisocial behaviour (ASB) by his neighbour. The Ombudsman has also considered the landlord’s complaint handling.
London Borough of Redbridge (202223569)
The complaint concerns: The landlord’s handling of the replacement of the property’s front door. The associated formal complaint into the issue.
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)