London Borough of Newham (202205719)
The complaint is about the landlord’s: Handling of the resident’s reports about noise nuisance and antisocial behaviour (ASB). Complaint handling.
Source · Ombudsman casework
Housing Ombudsman Decisions
18,274 total decisions
13,385 maladministration found
2,422 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
Metropolitan Thames Valley Housing (MTV) (202202688)
The complaint is about the landlord’s response to: The resident’s request for a door replacement. The resident’s reports of noise transference and soundproofing issues. This report has also investigated the landlord’s complaint handling.
Paragon Asra Housing Limited (202208013)
The complaint is about the landlord’s handling of a leak affecting the property, including the time taken to complete repairs. The landlord’s complaint handling has also been investigated.
Waltham Forest Council (202217685)
REPORT COMPLAINT 202217685 Waltham Forest Council 12 December 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. […]
Brighter Places (202113425)
The complaint is about the landlord's handling of the resident’s : Reports of damp and mould, and the associated repairs. Request to repair the back door. Complaint.
Chelmer Housing Partnership Limited (202201298)
The complaint is about the landlord’s handling of the resident’s: Report about the conduct of an employee. Report that the expected work was not completed. Associated formal complaint and communication.
Clarion Housing Association Limited (202007763)
The complaint is about the landlord’s handling of the resident’s reports about: Bathroom wall cracks, flaking paint and replacement of a rusty radiator. Issues with the kitchen extractor fan. This Service has also investigated the landlord’s complaint handling.
Golding Homes Limited (202206194)
The complaint is about the landlord’s: Response to the resident’s reports of overflowing gutters. Response to the resident’s reports of drains being flooded following the jet washing of a neighbouring building. Response to the resident’s reports of a boiler problem that left her without heating or hot water for four …
Clarion Housing Association Limited (202118686)
The complaint is about the landlord’s handling of the resident’s concerns about: The condition of the property when it was first let. When the rent was first payable from. Repairs at the property. A gas leak.
Hyde Housing Association Limited (202127257)
The complaint is about the landlord’s: handling of the resident’s reports of smoke ingress to her property. response to the resident’s reports of antisocial behaviour (ASB). Complaint handling.
Leeds City Council (202205555)
The complaint is about the landlord’s handling of: repairs, including to the roof, the front door, the side door, damp and mould in the kitchen, a kitchen plug socket, the toilet, holes in the concrete hallway floor, a hole in the bottom step, the bedroom radiator, silicone around the bath, …
Torus62 Limited (202208222)
The complaint is about the condition of the property at the start of the tenancy.
Hyde Housing Association Limited (202121443)
The complaint is about the landlord’s handling of the resident’s: Application to succeed her late mother's tenancy. Repairs including leaks and mould. Reports of rubbish in and around the property. Formal complaint The Ombudsman has also considered the landlord’s knowledge and information management.
Lambeth Council (202107857)
The complaint is about the landlord’s handling of the resident’s reports concerning: Leaks, damp and mould in the property. Repairs required to the kitchen window. The associated complaint.
Metropolitan Thames Valley Housing (MTV) (202212445)
The complaint is about the landlord’s response to the resident’s reports of structural noise issues with the property.
Nottingham City Council (202318633)
The complaint is about the landlord’s handling of the resident’s: Request to be re-housed. concerns about staff conduct . reported repairs and the condition of the property at the time it was let to the resident. associated complaints.
Nottingham City Homes Limited (202318636)
The complaint is about the landlord’s handling of the resident’s: Request to be re-housed. Concerns about staff conduct . Reported repairs and the condition of the property at the time it was let to the resident. Associated complaints.
Paragon Asra Housing Limited (202205137)
The complaint is about the landlord’s handling of: Repairs to the resident’s kitchen following a leak from the property located above and from the external brickwork and carrying out an asbestos survey. The conduct of the landlord’s surveyor and contractors. The associated complaint.
Tower Hamlets Homes (202205782)
The complaint is about: The condition of the property when the resident moved in. The information provided about the property. The landlord's handling of repairs to the property. The landlord’s response to the resident’s request for costs incurred.
Estuary Housing Association Limited (202205214)
The complaint is about: The landlord’s handling of the resident’s reports of repairs to: Plumbing – Water tank/boiler, shower, taps and drainage; Roof leak and ceiling damage; Window; Garage door. The landlord’s complaint handling .
LiveWest Homes Limited (202216455)
The complaint is about: the landlord’s handling of the decision to decommission the resident’s property; the landlord’s handling of the resident’s rehousing concerns.
Onward Homes Limited (202004708)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) by a neighbour.
Paragon Asra Housing Limited (202205293)
The complaint is regarding the landlord’s; Handling of the repair of a leak. Handling of the repair of the communal entrance door. Handling of the resident’s reports about antisocial behaviour. Communication with the resident regarding rent arrears.
Platform Housing Group Limited (202118249)
The complaint is about the landlord’s handling of the resident’s concerns about: The level of insulation in the property. The condition of the external brickwork. The condition of the heating system. This Service will also assess the landlord’s complaint handling.
Aster Group Limited (202216842)
The complaint is about: The landlord’s introduction of a service charge for the maintenance of a fall arrest system on the roof of the resident’s property. The landlord’s handling of maintenance to the ‘living roof’ at the resident’s property. The landlord’s handling of requests for repairs to the ‘living roof’.
LiveWest Homes Limited (202120571)
The resident’s complaint is about the landlord’s handling of repairs to the bathroom. The Ombudsman has also considered the landlord’s complaint handling in this case.
Peabody Trust (202223341)
The landlord’s response to the resident’s: Report of no water supply to his property. Associated complaint.
Wolverhampton City Council (202222463)
The complaint is about the landlord’s response to the resident’s: Request for a hardstanding driveway to be installed to her property. Concerns about the installation of the driveway. Associated complaint.
Babergh District Council (202300493)
This complaint is about the landlord’s response to concerns about heating in the resident’s home.
Royal Borough of Kensington and Chelsea (202224181)
REPORT COMPLAINT 202224181 Royal Borough of Kensington and Chelsea 5 December 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Two Rivers Housing (202209686)
This complaint is about the landlord’s: Handling of major adaptations to the property; Complaint handling.
Clarion Housing Association Limited (202202310)
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould issues around the bedroom windows and associated damage to the wall and windowsill. Reports concerning the communal areas including the solar panels being defective and not good value for money, and concerns about the lifespan …
Incommunities Limited (202207367)
The complaint is about the landlord’s handling of the resident’s reports of: Neighbours littering. A fence needing repair. Issues with her rent account. A noise nuisance.
Metropolitan Thames Valley Housing (MTV) (202204317)
The complaint is about the landlord’s handling of the resident’s: Reports of smells from the bin store located beneath her flat. Request to be moved. Request for a rent reduction.
Onward Homes Limited (202222960)
The complaint is about the landlord’s: Handling of antisocial behaviour (ASB). Complaint handling.
Clarion Housing Association Limited (202126500)
The complaint is about the landlord’s response to the resident’s reports of a leak and subsequent handling of repairs to the ceiling. The Ombudsman has also considered the landlord’s complaint handling.
Clarion Housing Association Limited (202204510)
The complaint is about the landlord’s handling of: The resident’s reports about the condition of the property at the start of his tenancy. The resident’s reports of repairs required to: The boiler – heating and hot water. The kitchen flooring. The windows. The kitchen units. The resident’s reports of a …
Elim Housing Association Limited (202217527)
This complaint is about the landlord’s handling of reports of anti-social behaviour.
Estuary Housing Association Limited (202216223)
The complaint is about the landlord’s handling of: The refurbishment of the kitchen. The resident’s concerns about the conduct of its contractors. The Ombudsman has also considered the associated complaint handling.
High Peak Borough Council (202219918)
The complaint is about the landlord’s response to the resident’s request to install a solid fuel heating system and a pizza oven with associated covering structure.
Longhurst Group Limited (202124154)
The complaint is about the landlord’s handling of: outstanding repairs to the property. a telephone call on 26 and 28 April 2022 regarding the rent account. The landlord’s complaint handling has also been investigated. The landlord’s knowledge and information management has also been investigated.
Sanctuary Housing Association (202300440)
The complaint is about the landlord’s: Response to the resident’s reports of leaks. Handling of repairs to the resident’s kitchen.
A2Dominion Housing Group Limited (202200406)
The complaint is about the landlord’s handling of the resident’s requests for information, after receiving an increased service charge bill. The Ombudsman has also considered the landlord’s complaint handling.
Abri Group Limited (202126676)
The complaint is about: The landlord’s handling of the resident’s concerns about the energy performance of the property including the cost to heat it and condition of the heating system. The landlords handling of the resident’s complaint.
Aster Group Limited (202116121)
The resident has complained about: the landlord’s handling of reports of issues with estate waste management, including its handling of littering and fly tipping. the landlord’s handling of her reports of washed laundry on balconies and walkways. the landlord’s handling of her request that all lease and tenancy agreements have …
Birmingham City Council (202222264)
The complaint is about the landlord’s handling of roof leaks and resultant damage, including ceiling collapse. This service has also considered the landlord’s complaint handling approaches.
Clarion Housing Association Limited (202125633)
The complaint is about the landlord’s handling of: The administration of the resident’s service charge account after he staircased to 100% ownership of the property. The associated complaint.
Connect Housing Association Limited (202207740)
The complaint is about the landlord’s handling of the resident’s: Reports of Anti-social Behaviour (ASB). Complaint.
Cottsway Housing Association Limited (202123463)
The complaint is about the landlord’s handling of: Repairs to the mains water pipe. Water quality concerns. Application of its permissions policy.
Darlington Borough Council (202206642)
The complaint is about: The landlord’s handling of an application for help with water rates, including its communication. 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 | 3,023 | 247 | 272 |
| 2025 | 4,476 | 513 | 709 |
| 2026 | 1,636 | 211 | 238 |
Landlords with most published decisions
Clarion Housing Association Limited
928
London & Quadrant Housing Trust
646
Peabody Trust
605
London & Quadrant Housing Trust (L&Q)
488
Sanctuary Housing Association
414
Metropolitan Thames Valley Housing (MTV)
358
Browse by year
Browse by outcome
Common topics (last 2 years)
Browse landlords by decision count
Clarion Housing Association Limited (928)
London & Quadrant Housing Trust (646)
Peabody Trust (605)
London & Quadrant Housing Trust (L&Q) (488)
Sanctuary Housing Association (414)
Metropolitan Thames Valley Housing (MTV) (358)
Hyde Housing Association Limited (352)
Southern Housing (343)
The Guinness Partnership Limited (332)
Notting Hill Genesis (314)
Southwark Council (304)
A2Dominion Housing Group Limited (274)