Westminster City Council (202214816)
The complaint is about the landlord’s handling of replacement heating pipework. The landlord’s record keeping has been investigated. The landlord’s complaint handling has also been investigated.
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
Midland Heart Limited (202225305)
The complaint concerns: The landlord’s handling of the resident’s reporting of concerns about dust particles in the property. The landlord’s handling of stains to the walls above the storage heaters. The landlord’s complaints handling.
A2Dominion Housing Group Limited (202219705)
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) by her neighbours. Associated formal complaint.
A2Dominion Housing Group Limited (202227136)
The complaint is about the landlord’s handling of the resident’s reports of drainage issues. This Service has also considered the landlord’s complaint handling.
Aster Group Limited (202112675)
The complaint is about the landlord’s handling of: The resident’s reports of disrepair to her property and her concerns regarding the quality of works carried out to her property. The resident’s reports of damp and mould inside her property. The resident’s complaint about the conduct of a contractor’s operative.
Birmingham City Council (202219790)
The complaint is about the landlord’s handling of the resident’s: Reports of leaks and related damp and mould repairs. Request for a rent adjustment. Formal complaints.
Bromford Housing Group Limited (202210934)
The complaint is about: The landlord’s response to the resident’s: Reports of damp and mould. Request for non-damp and mould related repairs. Complaint.
Camden Council (202224293)
The resident’s complaint is about the landlord’s: Handling of repairs in her property, including damp and mould; Response to reports of pests; Response to a carbon monoxide leak, and her subsequent move from the property; Handling of the associated complaint.
Clarion Housing Association Limited (202214815)
The complaint is about the landlord’s handing of the resident’s reports of: Repairs to: Windows. Back door. Noise. The Ombudsman has also considered the landlord’s complaint handling.
Clarion Housing Association Limited (202220271)
The complaint is about the landlord’s response to: repairs to the communal roof and gutter rising damp and black mould. the associated complaint.
Curo Places Limited (202211408)
The complaint is about: The landlord sharing information with the resident’s advocate. The appropriateness of the landlord’s offer of a stay in respite accommodation. The landlord’s delivery of court papers to the resident’s address. The landlord’s handling of the resident’s reports of breaches of her neighbours’ acceptable behaviour contracts. Discrimination …
Derby City Council (202300582)
The complaint is about the landlord’s handling of the resident’s: Personal data and subject access request (SAR). Concerns about the installation of a replacement kitchen at her property. Request for an adaptation to her property. Associated complaint.
Eastbourne Borough Council (202229454)
The complaint is about the landlord’s response to: The resident’s concerns about the conduct of its contractor’s operatives. The resident’s concerns about various repairs. The resident’s concerns about the water pressure. The resident’s request for reimbursement for costs which include: The cost of a wardrobe which was damaged. The cost …
Hexagon Housing Association Limited (202112592)
The complaint concerns the landlord’s: Handling of the resident’s requests to be re-housed and for increased priority banding. Response to the resident’s internal transfer request. Handling of the related complaint.
Hyde Housing Association Limited (202212600)
The complaint is about the landlord’s handling of: Reports of anti-social behaviour. The resident’s complaint.
Kingston upon Thames Council (202214394)
The complaint is about: The landlord’s handling of requests to install additional security measures following a data breach. The landlord’s handling of aids and adaptations to provide extra bedrooms. The landlord’s handling of aids and adaptations to provide a sensory alarm system. The landlord’s failure to consider medical evidence concerning …
Leeds City Council (202307845)
REPORT COMPLAINT 202307845 Leeds City Council 28 March 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. This is […]
Lewisham Council (202306207)
The complaint concerns the landlord’s handling of: The resident’s reporting of damp and mould at the property. The resident’s request to be medically assessed to enable them to move. This report has also considered: The landlord’s record keeping. The landlord’s complaints handling.
London Borough of Barnet (202124727)
The complaint is about the landlord’s handling of the resident’s: Reports of issues with the heating system upgrade (including boiler repair) and request for a decant; Reports of damp and mould; Rent arrears; Concerns about staff conduct during a gas safety check; Associated complaint.
London Borough of Enfield (202218063)
The complaint is about: The landlord's response to the resident’s re-housing request. The landlord's response to reports of a leak into the property and the associated damp and mould. The landlord's complaint handling.
London Borough of Enfield (202229098)
The complaint is about the landlord’s response to the resident’s: Request for information about the ‘buyback’ process. Query about cladding. Reports of damp and mould. Request for compensation for boiler and additional heaters. Dissatisfaction about winter fuel payments. Concerns about her license agreement. Complaint.
London Borough of Newham (202218153)
The complaint is about the landlord’s response to: The resident’s reports that his recycling was not collected on several occasions. The resident’s reports that he has not received a caretaking service for several years. The associated complaint.
London Borough of Redbridge (202210639)
The complaint is about the landlord’s response to: The July 2021 flood incident, including its handling of repairs. The associated complaint.
London & Quadrant Housing Trust (L&Q) (202207073)
The complaint is about the landlord’s response to the resident’s: Reports of antisocial behaviour. Request for repairs to the ventilation system. Request for other repairs. The Ombudsman has also considered the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202226320)
The complaint is about the landlord’s: Response to reports of delays completing repairs to the boiler. Response to the request to cancel the service charge arrears. Handling of the associated complaint and processing of the compensation offered.
Metropolitan Thames Valley Housing (MTV) (202107752)
The complaint is about: the landlord’s handling of a fire in the communal bin store. the landlord’s handling of the associated complaint.
Metropolitan Thames Valley Housing (MTV) (202225442)
The complaint is about the landlord’s handling of the resident’s reports of noise transference and ventilation issues within the property. The landlord’s handling of the complaint has also been considered.
Metropolitan Thames Valley Housing (MTV) (202227392)
The complaint is about the landlord’s response to the resident’s reports of no heating and hot water.
Midland Heart Limited (202221858)
The complaint is about: The landlord’s handling of the resident’s reports about the condition of a shared garden. The landlord’s complaint handling.
Newlon Housing Trust (202210017)
The complaint is about the landlord’s handling of the resident’s reports of: Antisocial behaviour (ASB). Outstanding communal repairs. Issues with the bin and bicycle store. The Ombudsman also considered the landlord’s communication with the resident in relation to his dissatisfaction with the service charge.
North Devon Homes (202233401)
The complaint is about the landlord’s handling of reports that the resident had assaulted her neighbour. The Service has also considered the landlord’s record keeping.
Norwich City Council (202218400)
The complaint is about the landlord’s handling of: Damp and mould at the resident’s property. The associated complaint.
Norwich City Council (202223175)
The complaint is about the landlord’s handling of: Reports of damp and mould. The associated complaint.
Notting Hill Genesis (NHG) (202215820)
The complaint is about the landlord’s: Response to the resident’s reports of issues with the heating at the property. Handling of the resident’s transfer applications (in 2019/2020 and in 2022). Handling of the resident’s reports of ASB. Knowledge and information management. Complaint handling.
Notting Hill Genesis (NHG) (202227285)
The complaint is about the landlord’s response to the resident’s: Reports of outstanding repairs in the property and squirrels in the loft. Requests for a boiler repair. The Ombudsman has also investigated the landlord’s complaints handling.
Notting Hill Genesis (NHG) (202301249)
The complaint is about the landlord’s handling of the resident’s reports about a sewage smell from a ventilation unit.
Orbit Group Limited (202201828)
The complaint is about: The conduct of a staff member. The landlord’s decision to place an unacceptable behaviour marker on the resident’s record. The landlord’s response to the resident’s reports of repairs to the property. The Ombudsman has decided to consider the landlord’s complaint handling.
Orbit Group Limited (202209334)
The complaint is regarding the landlord’s handling of: Repairs to a broken fence panel. A reported mouse infestation and associated proofing works. Concerns over the standard of grounds maintenance. Reports of fly tipping. The resident’s complaint.
Peabody Trust (202014128)
The complaint is about the landlord’s response to the resident’s repair requests. This Service has also considered the landlord’s: complaint handling, and: record keeping.
Peabody Trust (202127329)
The complaint is about: The landlords handling of the residents reports of ongoing damp and mould in her property. The landlords handling of the residents complaint about the issue.
Peabody Trust (202127637)
The complaint is about: The landlord’s handling of reports of antisocial behaviour. The landlord’s refusal to purchase the resident’s property. The Ombudsman has decided to also investigate the landlord’s complaint handling.
Peabody Trust (202210230)
The complaint is about the compensation offered by the landlord for its handling of the resident’s reports of drainage issues affecting his toilet. The Ombudsman has also considered the compensation offered for its complaint handling.
Peabody Trust (202213300)
REPORT COMPLAINT 202213300 Peabody Trust 28 March 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. This is set […]
Peabody Trust (202213466)
The resident’s complaint is about: The landlord’s handling of requests for repairs in response to a leak from her property, including flooring in her kitchen and hallway. The landlord’s handling of the resident’s complaint, including concerns about potential breaches of data protection law.
Peabody Trust (202215374)
The complaint is about the landlord’s response to the resident’s reports of bamboo encroaching on her garden from a neighbouring property.
Peabody Trust (202224366)
The complaint is about the landlord’s response to the resident’s service charge queries. This Service has also considered the landlord’s complaint handling.
Peabody Trust (202234265)
The complaint is about the landlord’s response to the resident about: Issues in the kitchen, bathroom and bedroom including leaks, damp, and mould. Boiler repairs. Windows repairs.
Places for People Group Limited (202228914)
The complaint is about the landlord’s handling of: The property condition at the point of mutual exchange. Repairs reported by the resident after mutual exchange and associated delays. Water ingress and damp and mould. The associated complaint.
Plus Dane Housing Limited (202225094)
The complaint concerns the landlord’s handling of: The resident’s request for a wet room adaptation at the property. The resident’s request to make a complaint.
Plus Dane Housing Limited (202234243)
The complaint is about the landlord’s: Response to repairs including damp and mould. Response to the resident’s reports of ASB. 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)