Town and Country Housing (202123546)
The complaint is about the landlord’s response to the resident’s request for replacement windows, which the resident reported failed to block out noise.
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
Westminster City Council (202110420)
The complaint is about the landlord’s response to the resident’s reports of a fault with the heating system in her property, resulting in her being over charged.
Clarion Housing Association Limited (202122853)
The complaint is about the landlord’s handling of repairs to the resident’s kitchen sink and cabinet.
Gentoo Group Limited (202122356)
The complaint is about the landlord’s response to the resident’s reports about issues with the gable end of their home.
Harlow District Council (202122759)
The complaint is about the landlord’s response to the resident’s report of blocked drainage at her property.
Notting Hill Genesis (202119278)
The complaint is about: The landlord’s response to a roof leak at the resident’s property, including its handling of the repairs and request for compensation. The landlord’s response to the resident’s request for reimbursement for a private plumbing bill from 2019. The action taken by the landlord to recover rent …
One Housing Group Limited (202123143)
The complaint is about the landlord's handling of a leak coming from the roof of the building into the resident’s property.
Sandwell Metropolitan Borough Council (202118314)
The complaint is about: The landlord’s response to the resident’s concerns about the length of time he was without heating and hot water at the start of his tenancy and the level of compensation offered. The landlord’s handling of the associated complaint and its record keeping.
Thames Valley Housing Association Limited (202112333)
The complaint concerns how the landlord responded to the resident’s reports of noise transference due to noisy plumbing in the building.
Thrive Homes Limited (202122651)
The complaint is about the landlord’s response to the resident’s reports that a bank of land in front of her property was not being maintained regularly by the landlord.
Trent & Dove Housing Limited (202122789)
The complaint is about: The landlord’s response to the resident’s concerns about the relocation of the gas meter. The landlord’s response to the resident’s reports about the conduct of a member of the landlord’s staff. The landlord’s complaint handling.
Vivid Housing Limited (202016235)
The complaint is about the landlord’s handling of repairs to the communal lift.
West Kent Housing Association (202121456)
The complaint is about the landlord’s: Installation of gas central heating at the resident’s property. Complaint handling.
Clarion Housing Association Limited (202014737)
The complaint is about the landlord’s response to the resident’s reports about damp and mould.
Gentoo Sunderland Ltd (202108649)
The complaint is about the landlord’s management of asbestos at the resident’s property. the landlord’s handling of other disrepair issues including damp and floor repair.
Greenwich Council (202122271)
REPORT COMPLAINT 202122271 Greenwich Council 1 June 2022 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 […]
One Manchester Limited (202105524)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
Sovereign Housing Association Limited (202101866)
The complaint is about the landlord’s handling of the resident’s reports of a faulty gas meter.
Tower Hamlets Council (202118126)
The complaint is about the landlord’s: Response to the resident’s reports of a leak into her property and the subsequent repairs. Response to the resident's request for compensation for items damaged and the resident’s request to be relocated. Handling of the associated complaint.
Arun District Council (202109998)
The resident complains about: The landlord’s approach to repairs during Covid-19 (complaint A). The handling of complaint A (complaint B). A warning the landlord gave about unreasonable behaviour (complaint C). Overall complaint handling and adherence to the Ombudsman’s Complaint Handling Code. The landlord’s unreasonable behaviour policy.
Aster Group Limited (202123084)
The complaint is about the landlord’s response to the maintenance of trees resulting in an increased service charge.
Barking and Dagenham Council (202101016)
The complaint is about the landlords handling of the resident’s reports of damp and mould in her property.
Central and Cecil Housing Trust (201914399)
The complaint is about the landlord’s handling of: the resident’s reports of bed bugs in his flat. the alleged antisocial behaviour by the resident.
Citizen Housing (202010136)
The complaint is about the landlord’s response to the resident’s concerns regarding: its decision to implement contact restrictions; its request for service charge arrears; taking into account her disability when providing services. The Ombudsman has also considered the landlord’s complaints handling, specifically its decision to provide a single response to …
Clarion Housing Association Limited (202008239)
The complaint is about the landlord’s response to the residents’ request to change the tenancy from a joint tenancy to a sole tenancy and refund the deposit.
Clarion Housing Association Limited (202011806)
The complaint is about the landlord’s handling of: The issuing of a final warning letter to the resident following her anti-social behaviour (‘ASB’) reports and counter allegations. The resident’s request to be rehoused.
Hammersmith and Fulham Council (202103242)
The complaint is about the landlord’s handling of the replacement of the resident’s floor.
Karbon Homes Limited (202004608)
This complaint is about: The residents’ allegation their share in the property was mis-sold; The landlord’s response to the residents’ reports that build quality issues caused ongoing damp and mould at the property; The landlord’s complaint handling.
London Borough of Hackney (202120353)
The complaint is about: The landlord’s handling of the resident’s reports of outstanding repairs remaining after its contractor’s works at her property. The landlord’s complaint handling.
London & Quadrant Housing Trust (202104433)
The complaint is about: The landlord’s handling of repairs to the resident’s former property, including a decant. The landlord’s handling of repairs to the property the resident was transferred to. The landlord’s handling of repairs to the property the resident was transferred to that were reported after completion of the …
Metropolitan Thames Valley Housing (202017126)
The complaint is about the landlord’s response to the resident’s request to privately arrange an EWS1 survey.
Metropolitan Thames Valley Housing (202122062)
The complaint is about the landlord’s: Handling of the resident’s reports about the condition of the windows in his property. Communication with the resident about the replacement windows.
North Kesteven District Council (202016829)
The complaint is about the landlord’s handling of the resident’s concerns about her storage heaters.
Southwark Council (202106367)
The complaint is about the landlord’s handling of the resident’s reports of an overheating problem with the communal heating system.
Southwark Council (202114476)
The complaint is about the landlord’s handling of the resident’s reports of damp in 2021. The Ombudsman has also considered the landlord’s complaints handling.
Waltham Forest Council (202111729)
The complaint concerns how the landlord responded to the resident’s repair reports.
Clarion Housing Association Limited (202014927)
This complaint is about the properties offered by the landlord via its management transfer process. The related complaint handling.
Dudley Metropolitan Borough Council (202109196)
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s response to the resident’s request for reimbursement of costs related to his garden, travel, rent and council tax. The landlord’s handling of the associated complaint.
Guinness Housing Association Limited (202112707)
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property.
Hammersmith and Fulham Council (202101528)
The complaint is about the landlord’s response to the resident’s: application for a property transfer; request for temporary accommodation due to ongoing antisocial behaviour (ASB); request for a management transfer. The Ombudsman has also investigated the landlord’s complaints handling as part of the complaint.
Lambeth Council (202104665)
The complaint is about the landlord’s response to the resident’s reports of a leak.
London & Quadrant Housing Trust (202108843)
REPORT COMPLAINT 202108843 London & Quadrant Housing Trust 30 May 2022 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. […]
Optivo (202108225)
This complaint is about: The level of redress the landlord offered the resident in response to delays and failures linked to damp and mould repairs and a related decant; The landlord’s complaint handling.
Your Housing Group Limited (202105287)
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of the associated complaint.
A2Dominion Housing Group Limited (202120617)
The complaint is about the landlord’s: Handling of the resident’s gas safety concerns. Complaint handling.
Sanctuary Housing Association (202112456)
The complaint is about: The condition of the property at the start of the tenancy and the landlord’s handling of the required repairs. The landlord’s handling of the associated complaint.
Christian Action (Enfield) Housing Association Limited (202106329)
The complaint is about the landlord’s handling of: The resident’s reports of it being excessively cold in the property. The resident’s complaint.
Gravesham Borough Council (202117844)
The complaint is about: The landlord’s handling of allegations of antisocial behaviour (ASB) made against the resident. The landlord’s handling of the associated complaint.
Habinteg Housing Association Limited (202113654)
The complaint is about the landlord’s: Handling of the resident’s concerns about other residents smoking outside the communal entrance. Handling of the resident’s concerns about communal parking. Complaint handling.
Rotherham Metropolitan Borough Council (202113082)
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance from a neighbour.
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)