Hammersmith and Fulham Council (202222418)
The complaint is about the landlord’s handling of: Asbestos in the property. The resident’s reports of several repairs. The resident’s request to be rehoused. 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
Lambeth Council (202217945)
The complaint relates to: The landlord’s handling of repairs to the toilet. The landlord’s handling of reports of Japanese Knotweed. The landlord’s handling of the resident’s complaint.
London & Quadrant Housing Trust (L&Q) (202105177)
The complaint is about the landlord’s handling of the resident’s: Reports of foul odours in a communal hallway. Reports of inadequate insulation between the entrance porch and her flat above. Complaints.
London & Quadrant Housing Trust (L&Q) (202224144)
The complaint is about the landlord’s disposal of the resident’s garden furniture.
Ocean Housing Limited (202112011)
The complaint is about the landlord’s: Response to the resident’s reports concerning anti-social behaviour, harassment, and threatening behaviour. Handling of a request for a management move. Complaints handling.
Optivo (now Southern Housing) (202113690)
The complaint is about the landlord’s handling of the resident’s: Request for information on the building to be provided to leaseholders including a report on the grey cladding. Request for an action plan in relation to service charges and fire safety. Request for regular leaseholder meetings with minutes. Associated formal …
Raven Housing Trust Limited (202215832)
The complaint is about the landlord’s handling of a neighbour dispute. This Service has also considered the landlord’s complaint handling.
South Tyneside Council (202205688)
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Response to the resident’s request for additional fencing to prevent dog fouling. Response to the resident’s request to be rehoused, in particular his concerns about banding.
Swan Housing Association Limited (202210236)
The complaint is about: The landlord’s handling of, and communication about, reports of outstanding repairs at the property specifically the pigeon proofing of the balcony and a broken vent in the bathroom. The landlord’s handling of the resident’s complaint.
The Guinness Partnership Limited (202216536)
The complaint is about the landlord’s: Handling of, and communication about, the repairs at the property. Response to the resident’s request of a goodwill payment. This Service has also considered the landlord’s: Complaint handling Record keeping.
Clarion Housing Association Limited (202204839)
The complaint is about the landlord’s response to:
Islington Council (202223387)
The complaint is about the landlord’s handling of a leak into the resident’s property. The Ombudsman has also considered the associated complaint handling.
Lewisham Council (202205928)
REPORT COMPLAINT 202205928 Lewisham Council 16 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. This is set […]
London & Quadrant Housing Trust (L&Q) (202210143)
The complaint is about the landlord’s handling of: Repairs to the resident’s bathroom. The associated complaint.
Metropolitan Thames Valley Housing (MTV) (202118823)
The complaint is about the landlord’s handling of the resident’s concerns about the management fee.
Metropolitan Thames Valley Housing (MTV) (202218530)
The complaint is about the landlord’s response to the resident’s: reports of a collapsed drain and a sewage leak into his property. associated complaint.
Sovereign Housing Association Limited (202209778)
The complaint is about the landlord’s handling of the resident’s concerns about communal repairs and communal cleaning. The Ombudsman has also considered the landlord’s complaint handling.
Tuntum Housing Association Limited (202119295)
The complaint is about the landlord’s handling of the resident’s: voluntary right to buy (VRTB) purchase of her property, repairs and other matters relevant to the process; associated complaints.
Clarion Housing Association Limited (202210164)
The complaint is about the landlord’s response to the request for an allocated disabled parking space.
Clarion Housing Association Limited (202211672)
The complaint is about: The landlord’s handling of the residents reports of ASB, noise disturbance and racial abuse. The landlord’s handling of the residents request to be transferred to another property. This Service has chosen to investigate the landlord’s complaint handling.
Flagship Housing Group Limited (202207340)
The complaint is about the landlord’s handling of the resident’s request for better communal lighting and the current communal door to be replaced by a metal door and a fob entry system. This Service will also look at the landlord’s complaint handling.
London Borough of Newham (202103663)
The complaint is about the landlord’s: response to the resident’s report of an ongoing leak. complaint handling. This investigation will also consider landlord’s record keeping.
London & Quadrant Housing Trust (L&Q) (202127006)
The landlords: Decision not to further investigate the resident’s complaint from November 2018. The associated complaint.
London & Quadrant Housing Trust (L&Q) (202204339)
The complaint is about the landlord’s: Response to the resident’s concerns about a fire door. Complaints handling.
Metropolitan Thames Valley Housing (MTV) (202207592)
The complaint is about: The resident’s request that the landlord provide documentation showing the breakdown of her service charges since 2008, and its administration of her account. The landlord’s complaint handling.
Richmond Housing Partnership Limited (202114683)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). This investigation also considers the landlord’s complaint handling.
Sanctuary Housing Association (202111146)
The complaint is about: The landlord’s handling of work to repair damage caused by a leak. The landlord’s communication and complaint handling.
Torus62 Limited (202234170)
The complaint is about the landlord’s handling of repairs, relating to: Reports of damp in the resident’s property. A defective stairlift.
Waltham Forest Council (202218457)
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould, and repairs to the bathroom including the installation of an extractor fan and the replacement of a bath panel and bathroom tiles. The associated formal complaint.
Advance Housing and Support Limited (202207347)
This complaint is about the landlord’s handling of the resident’s: Concerns about the servicing of the boiler. Concerns that the boiler was not operating correctly and her report of the boiler leaking on 31 August 2021. Complaints about the above matters.
Aster Group Limited (202221546)
The complaint is about the landlord’s handling of: The resident’s reports of water leaking from a bay window. The resident’s reports of damp and mould. This service has also considered the landlord’s handling of the associated complaint.
Camden Council (202115129)
The complaint is about the landlord’s response to the resident’s concerns regarding: Service charges. The upkeep and maintenance of the building. The communal water tank. Fire safety. Refuse collectors. The Ombudsman has also considered the landlord’s complaint handling as part of the assessment.
ForHousing Limited (202118101)
The complaint is about the landlord’s: Handling of leaks at the property. Handling of repairs at the property. Complaint handling.
GreenSquareAccord Limited (202124467)
The complaint is about the landlord’s: Response to the resident’s concerns about repairs to the property. Complaints handling.
Optivo (now Southern Housing) (202114130)
The complaint is about the landlord’s handling of: The resident’s reports of noise transference. Reports of antisocial behaviour (ASB) The associated complaint.
Optivo (now Southern Housing) (202205605)
The complaint is about the landlord’s: Response to the resident’s request for repairs including damp and mould. Response to the related complaint. Knowledge and information management.
Peabody Trust (202013606)
The complaint is about: The landlord’s handling of planned bollard installation and related parking issues. The landlord’s handling of the associated complaint.
Platform Housing Group Limited (202127655)
The complaint is about the landlord’s handling of: The resident’s request for a full breakdown of the completion statement, and a refund of fees and charges following the surrender of his lease. The associated complaint.
Sovereign Network Homes (202216167)
The complaint is about the landlord’s handling of reports of two leaks: A leak from the bathroom, which affected the dining room ceiling. A leak within the kitchen which affected the kitchen flooring.
Midland Heart Limited (202212883)
The complaint is about the landlord’s handling of: shower replacement works; graffiti and signage removal; the resident’s request for a gate. The Ombudsman has also considered the landlord’s complaint handling.
Newlon Housing Trust (202119350)
The complaint is about the resident’s report that the landlord failed to comply with the court injunction issued in May 2022.
One Housing Group Limited (202218187)
The complaint is about the landlord’s response to the resident’s queries about the service charge relating to the building insurance.
Stonewater Limited (202202095)
The complaint is about the landlord’s removal of the resident’s belongings following the end of his tenancy.
The Guinness Partnership Limited (202122236)
The complaint is about the landlord’s: response to the resident’s reports regarding repairs to her windows and conservatory roof. complaints handling.
The Guinness Partnership Limited (202225242)
The complaint is about the landlord’s handling of: The landlord’s handling of bathroom repairs. The landlord’s decision not to investigate the complaint.
Wandsworth Council (202208283)
The complaint is about the landlord’s management and handling of: Reports of water ingress into the property. A request for compensation for personal losses The leaseholder’s complaints.
East Midlands Housing Group Limited (202116351)
The complaint is about the landlord’s handling of the resident’s concerns about delays and repairs during the ‘Right to Buy’ (RTB) process.
Irwell Valley Housing Association Limited (202220172)
The complaint is about the landlord’s: response to the resident’s reports of a bad odour entering her property; response to the resident’s reports of poor staff conduct; complaints handling.
Longhurst Group Limited (202223518)
The complaint is about the landlord’s handling of replacement flooring at the resident’s property following a leak.
Notting Hill Genesis (NHG) (202126775)
The complaint is about the landlord’s handling of the resident's queries relating to third-party service charge costs.
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)