Notting Hill Genesis (NHG) (202014457)
This is about the landlords handling of: Roof leaks. Damp and mould at the resident’s property. The associated complaint. Record keeping.
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
Railway Housing Association and Benefit Fund (202225070)
The complaint is about: The landlord's response to the resident's concerns about a staff member’s conduct during a fire-safety drill. The landlord's handling of the associated complaint.
Royal Borough Of Greenwich (202219125)
This complaint is about the landlord’s handling of: The resident’s reports of defective windows and doors, and the resulting cold temperature in his property. The resident’s reports of problems with his kitchen, including: the kitchen being unsuitable for his needs; items in the kitchen having sharp edges, which he said …
Tower Hamlets Community Housing (202116245)
The complaint is about: The condition of the property the resident mutually exchanged into. The landlord’s handling of remedial repairs. The landlord’s handling of decanting the resident’s family during works. The landlord’s complaint handling.
Tower Hamlets Homes (202218547)
The complaint is about the landlord's handling of repairs to the centralised control system for the internal extractor fans.
Wandle Housing Association Limited (202219681)
The complaint is about the landlord's response to the resident’s: Reports of damp and mould as well as cracks in the walls of the property. Request for a permanent decant.
Wokingham Borough Council (202205406)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
Birmingham City Council (202125140)
The complaint is about: The landlord’s response to the resident’s reports concerning the condition of the kitchen at the property. The landlord’s response to resident’s request for the kitchen at the property to be replaced. The Ombudsman has also considered the landlord’s complaints handling.
Birmingham City Council (202225222)
The landlord’s handling of repairs to the kitchen following a leak in the bathroom. The landlord’s complaint handling has also been investigated including the resident’s request for compensation.
Clarion Housing Association Limited (202201622)
The complaint is about the landlord’s response to the resident’s: Reports of a repair to the adjacent building. The related complaint handling. Objections to service charges relating to the repair.
Hammersmith and Fulham Council (202221125)
The complaint is about the landlord’s: response to the resident’s concerns about his personal possessions following a fire at his property; complaints handling.
Notting Hill Genesis (NHG) (202114809)
The complaint is about: The landlord’s handling of the resident’s reports of fly-tipping and its use of CCTV. The resident’s reports that he had not received a breakdown of service charges. The landlord’s complaint handling.
Notting Hill Genesis (NHG) (202200270)
The complaint is about: The landlord’s response to the resident’s concerns about the service charge account; and The landlord’s handling of the complaint.
Westminster City Council (202202872)
The complaint is about the landlord’s handling of the resident’s: Reports of repairs required to various parts of the property, partly due to water damage. Reports of damage to the wooden floor of the property. Formal Complaint.
Adur District Council (202006352)
The complaint is about the landlord’s:
Chelmer Housing Partnership Limited (202221244)
The complaint is about: The landlord’s handling of reports of anti-social behaviour. The landlord’s handling of the associated complaint.
Gateshead Metropolitan Borough Council (202116999)
The complaint is about the landlord’s response to the resident’s: Reports of a leak, damage to the property and subsequent request for a decant. Related complaint.
Haringey London Borough Council (202220851)
This complaint is about the landlord’s handling of: The resident’s management move, The associated complaint.
London Borough of Barking and Dagenham (202210257)
The complaint is about: The landlord's handling of the replacement of the resident's windows. The landlord's complaint handling.
Metropolitan Thames Valley Housing (MTV) (202216564)
The complaint is about the landlord’s handling of: cyclical repairs to the windows and external doors on the estate; and the associated complaint.
Mount Green Housing Association Limited (202220870)
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) and request for compensation.
Peabody Trust (202202917)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) as well as the formal complaint.
Southampton City Council (202202900)
The complaint is about the landlord's handling of the resident's reports of rodent infestation.
Southern Housing Group Limited (202123627)
The complaint is about the landlord’s: response to the resident’s concerns regarding cyclical works. complaint handling.
Wolverhampton City Council (202217517)
The complaint is about the landlord’s response to the resident’s: request to install fencing around the boundary of her front garden. reasonable adjustment request to increase the height of the fencing around the boundary of her front garden.
Nuneaton and Bedworth Borough Council (201614786)
The complaint is about the landlord’s: Response to the residents reports of repairs required at the property. Response to the resident’s reports of damp and mould at the property. Response to the resident’s request to be rehoused. Complaint handling.
Nuneaton and Bedworth Borough Council (202121687)
The complaint is about the landlord’s: Response to the resident’s reports of repairs required at the property. Response to the resident’s request to be rehoused. Complaint handling.
One Manchester Limited (202208031)
The complaint is about the landlord’s handling of the resident’s: Reports about antisocial behaviour (ASB) and harassment; Rehousing application; Request for its officers to resign.
Sandwell Metropolitan Borough Council (202204051)
The resident complains about: The landlord’s response to reports of a pest infestation (sewer flies). The landlord’s handling of the resident’s request to be rehoused. The Ombudsman has also investigated the landlord’s complaint handling.
The Guinness Partnership Limited (202219562)
This complaint is about the landlord’s: response to the resident’s concerns about its handling of major works; complaint handling.
Thurrock Council (202128098)
The complaint is about the landlord’s handling of: The resident’s reports of structural issues at the property. The associated complaint.
Wandsworth Council (202200519)
The complaint is about: The condition of the property when the resident’s tenancy began. The communications from the landlord on how to move home during the pandemic. The landlord’s complaints handling.
Islington Council (202122382)
The complaint is about the landlord’s: Handling of repairs at the property. Response to the resident’s reports of damp and mould at the property. Complaint handling.
Kingston upon Thames Council (202209197)
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould. The landlord’s handling of repairs required to the front door. The landlord’s complaint handling. The landlord’s record keeping.
LiveWest Homes Limited (202219939)
The complaint is about the landlord’s handling of the resident’s reports of bird faeces at the entrance of the building.
Midland Heart Limited (202214454)
The complaint is about the landlord’s: Decision to end the resident’s licence. Handling of the resident’s previous compensation payment. Handling of the resident’s report of having been assaulted by the landlord’s staff. Handling of the resident’s report of antisocial behaviour. Record keeping.
Midland Heart Limited (202216507)
The complaint is about the landlord’s: Response to the resident’s concerns about his address. Handling of direct offers of accommodation to the resident. Complaint handling.
Peabody Trust (202200114)
REPORT COMPLAINT 202200114 Peabody Trust 15 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 […]
Thirteen Housing Group Limited (202216348)
The complaint is about the landlord's handling of the resident’s kitchen repairs.
Barnsley Metropolitan Borough Council (202127147)
This complaint is about the landlord’s decision not to renew the resident’s kitchen and bathroom.
Birmingham City Council (202201323)
The complaint is about: The landlord’s handling of the resident’s property boundary dispute and her reports of fly-tipping. The landlord’s complaint handling.
Broadland Housing Association Limited (202211606)
The complaint is about the landlord's handling of the resident’s request to: Install solar panels at the property. Move to a property that had solar panels or a property where he would be allowed to install solar panels.
Clarion Housing Association Limited (202120227)
The complaint is about the landlord's handling of the resident’s: Decants from the property between April 2021 and June 2021 and January 2022 and February 2022; Request for it to reimburse her for the costs incurred during the decants from the property; Reports about an ongoing rat infestation in the …
Clarion Housing Association Limited (202205171)
The complaint is about: the landlord’s response to the resident’s concerns that the neighbours’ camera doorbells resulted in a loss of privacy for himself and his family, and; complaint handling and the amount of compensation offered.
Gentoo Group Limited (202218195)
The complaint is about the landlord’s handling of: Leaks in the resident’s property. The associated complaint.
Homes Plus Limited (202109576)
The complaint is about the landlord’s handling of the resident’s reports of repairs from the start of the tenancy. This report also examines the landlord’s record keeping.
Hyde Housing Association Limited (202114466)
The complaint is about the landlord’s response to the resident’s: concerns about the price of their energy bills, following the installation of a new boiler. request for a replacement boiler. request to be moved from their property. associated complaint.
London & Quadrant Housing Trust (L&Q) (202211400)
This complaint is about the landlord’s: Communication about increased service charges. Increase of emergency lighting maintenance costs. Complaint handling.
Plus Dane Housing Limited (202218640)
The complaint is about the landlord’s handling of the resident’s right to acquire application.
Southern Housing Group Limited (202107312)
The complaint concerns the landlord’s handling of the resident’s: Reports of damp and mould within the property. Request for a priority move to alternative housing. Related 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)