London Borough of Ealing (202229501)
The complaint is about: The landlord’s handling of the resident’s reports of a water leak into the property and the maintenance of the roof. The landlord’s 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
Notting Hill Genesis (NHG) (202103364)
The complaint is about the landlord’s response to: The resident’s request to be rehoused. The resident’s request for tree pruning. The resident’s reports of repairs required to a wall. The resident’s reports of antisocial behaviour (ASB). This report also looks at the landlord’s handling and management of the resident’s complaints.
Eastbourne Borough Council (202213599)
The complaint is about the landlord’s: response to the resident’s concerns about multiple property moves prior to her latest move; response to the resident’s concerns about the conduct of her previous housing officer; response to the resident’s concerns about incorrect information being supplied about the number of bedrooms in her …
Hackney Council (202234674)
The complaint is about the landlord's handling of the resident's reports regarding: Damp, mould and ongoing leaks. The resident's request to be permanently re-housed.
Haringey London Borough Council (202120142)
The complaint is about the landlord’s handling of the resident’s reports of: Antisocial behaviour. Noise from the neighbour’s toilet. We have also considered the landlord’s complaint handling.
Hyde Housing Association Limited (202101398)
The complaint is about the landlord’s: handling of the mutual exchange process; response to the resident’s reports that her boiler was not working properly; response to various reports of outstanding repairs at the property; decision not to replace the kitchen in the property; handling of the complaint including the level …
Lewisham Council (202002376)
The complaint is about the landlord’s: response to the resident’s reports of antisocial behaviour (ASB), response to the resident’s request to be moved, complaints handling.
London & Quadrant Housing Trust (L&Q) (202126692)
The complaint is about the landlord’s: Response to the resident's reports of damp and mould at the property. The Ombudsman has also considered the landlord’s complaints handling. The Ombudsman has also considered the landlord’s knowledge and information management.
Peabody Trust (202224901)
The complaint is about the landlord’s response to: The resident’s reports of mice in the property. The resident’s reports of damp and mould. This report has also considered the landlord’s knowledge and information management as well as its handling of the associated complaint.
Southwark Council (202213094)
The complaint is about the landlord’s handling of the resident’s repair and subsequent compensation offered by the landlord. The Ombudsman assessed the landlord’s handling of the associated complaint.
Swindon Borough Council (202125858)
The complaint is about the landlord’s: Handling of repairs to the resident’s property. Complaint handling.
Cirencester Housing Limited (202203149)
The complaint is about the landlord’s handling of repairs to the resident’s heating and hot water systems. The Ombudsman has also considered the landlord’s complaint handling.
Clarion Housing Association Limited (202105436)
The complaint is about the landlord’s: Handling of leaks and associated repairs, damp and mould. Handling of the resident’s decant. Complaint handling.
Clarion Housing Association Limited (202215358)
The complaint is about the landlord’s handling of: Repairs to the property. The associated formal complaint.
Croydon Churches Housing Association Limited (202126515)
REPORT COMPLAINT 202126515 Croydon Churches Housing Association Limited 23 October 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
Curo Places Limited (202220980)
The resident’s complaint is regarding the landlord’s: response to the resident’s concerns about the condition of the garden. complaints handling.
East Midlands Housing Group Limited (202210779)
The complaint is about the landlord’s handling of the resident’s reports about: its contractor’s conduct. repairs to her boiler and radiators. repairs to her kitchen and bathroom. Repairs to her toilet. The Ombudsman has also considered the landlord’s complaints handling.
LiveWest Homes Limited (202010034)
The complaint is about the landlord’s handling of: Works to damp and mould in the property. The associated formal complaint.
Metropolitan Thames Valley Housing (MTV) (202123896)
The complaint is about the landlord’s: Handling of repairs to a leak into the kitchen. Response to the resident’s request for a transfer and reports of noise from neighbours. The Ombudsman has also considered the landlord’s: Handling of the complaint. Record keeping.
Notting Hill Genesis (NHG) (202127687)
The complaint is about the landlord’s: Response to the resident’s request to attend an appeal hearing with a representative. Response to the resident’s queries about a contact arrangement and request for reasonable adjustments. Complaint handling.
Optivo (now Southern Housing) (202119517)
The complaint is about the landlord’s handling of the resident’s reports of several repair issues in the property.
Peabody Trust (202106461)
The complaint is about the landlord’s handling and management of reports of antisocial behaviour, threats and nuisance including the posting of notes by a neighbour. This report also looks at the landlord’s handling of the resident’s complaints.
South Liverpool Homes Limited (202214749)
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Response to the resident’s concerns about staff conduct. Handling of the associated complaint.
Yorkshire Housing Limited (202127465)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
A2Dominion Housing Group Limited (202201569)
The complaint is about the landlord’s handling of the resident’s: request for information about the actual service charges for 2020-21; concerns about the amount he was being charged for services, and the consultation process for non-essential services; associated complaint.
Birmingham City Council (202214804)
The complaint is about the landlord’s: handling of repairs to the roof. complaint handling and record keeping.
Islington Council (202227910)
The landlord's response to concerns about delays and quality of adaptation works carried out in the resident’s bathroom. The Ombudsman has also considered the landlord’s complaint handling.
Lambeth Council (202223296)
The complaint is about: The installation and suitability of the kitchen installed by the landlord. The landlord’s installation of a toilet purchased by the resident. The landlord’s painting of the water closet. The behaviour of the landlord’s contractors. The associated complaint handling.
Livv Housing Group (202204806)
The complaint is about: The landlord's decision not to investigate the resident's report of a damaged carpet caused by a flood in 2019. The landlord's handling of the resident's reports of pest infestation. The landlord's handling of the resident's reports of inappropriate staff conduct. The Ombudsman has also considered the …
London & Quadrant Housing Trust (L&Q) (202221044)
This complaint is about the landlord’s: Response to the resident’s reports of a leak; Complaint handling; Record keeping.
Notting Hill Genesis (NHG) (202209767)
The complaint is about the landlord’s handling of the resident’s request for repairs.
Richmond Housing Partnership Limited (202225629)
The complaint is about: The landlord’s handling of the resident’s concerns about the lighting in communal areas around her property. The landlord’s administration of service charges. The Ombudsman has also considered the landlord’s complaint handling.
Women’s Pioneer Housing Limited (202212180)
The complaint is about the landlord’s management of the resident’s rent account.
London Borough of Sutton (202127305)
The complaint relates to: The landlord’s handling of reports of a pest infestation. The landlord’s handling of the complaint.
London & Quadrant Housing Trust (L&Q) (202123311)
This complaint is about the landlord’s: Response to the resident’s reports of repair to the windows, kitchen sink tap, heating and hot water, TV aerial and light fitting at the property she had been decanted to. Response to the resident’s report of a leak at the property she had been …
Optivo (now Southern Housing) (202114079)
The complaint is about the landlord’s handling of the resident’s: Request for service charges to be removed and concerns raised about the level and increase of the service charges. Queries about service charges and estate management. The related complaint.
St Mungo Community Housing Association (202114501)
The complaint is about the landlord’s handling of: The resident’s rent account and its response to her request to write off rent arrears. The resident’s complaint.
The Guinness Partnership Limited (202207616)
The complaint is about: The landlord’s handling of reported noise disturbances from the building’s water pumps. The associated complaint.
Clarion Housing Association Limited (202204056)
REPORT COMPLAINT 202204056 Clarion Housing Association Limited 18 October 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 […]
Dartford Borough Council (202203494)
REPORT COMPLAINT 202203494 Dartford Borough Council 18 October 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. […]
Dudley Metropolitan Borough Council (202125040)
This complaint is about the landlord’s decision to end, and not regrant, the resident’s tenancy. The landlord became aware that the spouse was seeking housing in April 2020 and that the relationship had broken down. At the time, the landlord placed the spouse on the lowest banding for rehousing. According …
East Midlands Housing Group Limited (202118752)
The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour (ASB). complaint handling.
Housing For Women (202101075)
The complaint is about: the landlord’s handling of repairs to the roof, and; the landlord’s handling of the associated complaint.
Islington Council (202220598)
The complaint is about the landlord’s response to the resident’s reports of reoccurring damp and mould at the resident’s property.
Lambeth Council (202123528)
The complaint is about the landlord’s: Handling of repairs and the resident’s reports of damp. Complaints handling. Knowledge and information management.
The Riverside Group Limited (202012645)
The landlord’s response to reports of noise from a neighbour’s Air Source Heat Pump (ASHP). Reports of no hot water at the property and the associated level of compensation offered.
A2Dominion Housing Group Limited (202216315)
The complaint is about the landlord's handling of reports of a leak affecting the property. The Ombudsman has decided to consider the landlord's complaint handling as part of this investigation.
Clarion Housing Association Limited (202127661)
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Related complaint
Clarion Housing Association Limited (202202489)
The complaint is about the landlord’s: Response to the resident’s concerns about the safety of the communal staircase; Handling of repairs to the roof of the building; Landlord’s response to the resident’s reports of damage to the ceilings in her property; Recordkeeping and information management; Complaint management.
Deptford Housing Co-operative Limited (202015524)
The complaint is about the landlord’s: record keeping; handling of the resident’s reports of discriminatory harassment and antisocial behaviour (ASB); handling of the resident’s 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)