Torus62 Limited (202009030)
The resident complained about the level of compensation offered in relation to their complaint about the landlord’s response to a pest infestation.
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
Tower Hamlets Homes (202009013)
REPORT COMPLAINT 202009013 Tower Hamlets Homes 3 June 2021 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. […]
Norwich City Council (201915203)
The leaseholder complained about the following issues: That the landlord did not provide information explaining that the property had no television aerial during the sales process. That they should not be liable for service charges for a television aerial.
Notting Hill Genesis (202002556)
The complaint is about the landlord’s response to the resident’s concerns and reports about the hot water provision affecting her property.
Saffron Housing Trust Limited (202008332)
The resident complains: That she and her late husband were not informed and consulted before a development project commenced. About the landlord’s response to reports of noise disturbance and vibration from construction work at an adjacent development site, and the level of support provided. That allocated parking was not provided …
Westminster City Council (202100958)
The complaint is about the landlord’s response to the resident’s: Reports of antisocial behaviour. Formal complaint.
Clarion Housing Association Limited (202000007)
REPORT COMPLAINT 202000007 Clarion Housing Association Limited 1 June 2021 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 […]
Woking Borough Council (202007874)
The complaint is about the landlord’s: Response to the resident’s request to adapt the property by adding a second rear door to the bedroom. Complaints handling.
Clarion Housing Association Limited (202006605)
The complaint is about the landlord’s response to the resident’s reports of ASB.
Leeds City Council (201913825)
The complaint is about the landlord’s response to the resident’s reports of repair issues in the property.
Southwark Council (202008460)
The complaint is about the landlord’s response to the resident’s request for information regarding an incident that occurred in 2016 at his building.
Camden Council (202009780)
The complaint is about the landlord’s handling of the residents reports of: Repairs to a communal gate. Leaks in the guttering at the property. Repairs to windows at the property and subsequent delays. Reports of anti-social behaviour (ASB) at the estate.
Camden Council (202010569)
The complaint is about the landlord’s: Handling of adaptations following an occupational therapist assessment. Complaint handling.
Catalyst Housing Limited (202006521)
The complaint is about the: Level of increase in the resident’s service charges. Landlord’s response to the resident’s complaint about missed garden maintenance appointments. Landlord’s response to the resident’s query about fire equipment service charges.
Cheshire Peaks & Plains Housing Trust (202010072)
The complaint is about the landlord’s response to the resident’s reports: that it breached its contractual agreement regarding improvements to his property; of damage caused during the removal of loft insulation by its contractors, and the subsequent amount of compensation offered.
Citizen Housing (202007884)
The complaint is about the landlord’s response to the resident’s ‘Voluntary Right To Buy’ (VRTB) application.
Clarion Housing Association Limited (202006786)
The complaint is regarding: The landlord’s handling of repairs to the resident’s pathway and manhole covers on his property. The landlord’s handling of repairs to the resident’s guttering. The landlord’s complaint handling.
Clarion Housing Association Limited (202008798)
The complaint is about: - The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of the resident’s request that the landlord repair a communal fence. The landlord’s handling of the resident’s report of mould, including in relation to the installation of an extractor fan. The …
GreenSquare Group Limited (201909593)
The resident complains about the landlord’s offer of compensation in response to concerns about damp and a leak at the property.
Guinness Housing Association Limited (202007002)
The resident has complained about the way the landlord handled repeated leaks through the kitchen and living room ceilings. The landlord’s complaint handling has also been assessed in this report.
Hammersmith and Fulham Council (202009410)
The complaint is about the landlord’s: Response to the resident’s reports of leaks in her property. Handling of the associated complaint.
Hyde Housing Association Limited (202003639)
The complaint is about the landlord’s response to the resident’s reports about: Anti-social behaviour (‘ASB’). Complaints handling.
Kingston upon Thames Council (202011154)
The complaint is about the resident’s reports of noise nuisance.
London & Quadrant Housing Trust (201910580)
REPORT COMPLAINT 201910580 London & Quadrant H T 19 May 2021 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. […]
Northampton Borough Council (202008281)
This complaint is about the landlord’s response to: The resident’s complaint about its administration of his service charges, its maintenance and repair of his block, grounds maintenance and cleaning, and his reports of ASB, for which the landlord issued its final response on 2 September 2019. The resident’s complaint that …
One Housing Group Limited (202012077)
The complaint is about the landlord’s response to the resident’s reports of noise and anti-social behaviour (ASB) at the property including cigarette smoke from the property below.
Optivo (202000740)
The complaint is about the landlord’s response to the residents reports of anti-social behaviour (ASB) including drug use and drug dealing at the property.
Peabody Trust (201910038)
The complaint is about the landlord’s handling of the resident’s reports of defective windows. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Sanctuary Housing Association (202006043)
The resident complains about the landlord’s handling of repairs required to her property’s hot water and heating system, shower and flooring.
Sanctuary Housing Association (202011577)
This complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB); the resident’s request for a rent account refund; the resident’s allegations that staff members breached confidentiality.
Southway Housing Trust (Manchester) Limited (202012382)
The complaint is about the landlord's response to the resident's request to be reimbursed for a parking fine.
Sovereign Housing Association Limited (202005644)
The complaint concerns the information about the property provided by the landlord, prior to the residents starting their shared ownership lease.
Stonewater Limited (202005485)
This complaint is about the landlord’s response to the resident’s reports of a leak from his boiler.
The Guinness Partnership Limited (202008437)
The complaint is about the landlord’s response to the resident’s reports of: The temperature at the property and the need for insulation. A delay in the repairs to the windows. The landlord’s complaint handling.
Believe Housing Limited (202012380)
The complaint concerns: the condition of the property at the start of the resident’s tenancy. The effect that this matter has had on the resident’s existing medical conditions.
Birmingham City Council (201913028)
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The resident’s reports of discrimination by the landlord against him. The resident’s reports of discrimination by the landlord in relation to the garden maintenance. The landlord’s complaint handling.
Clarion Housing Association Limited (201901431)
The complaint is about the landlord’s handling of repairs to the communal lift at the property.
Crawley Borough Council (202012035)
The resident has complained that the landlord has offered insufficient compensation in response to their complaint about the works to their kitchen and bathroom. The landlord’s complaint handling has also been assessed in this report.
Hammersmith and Fulham Council (202011017)
The complaint concerns the landlord’s handling of the resident’s reports of a water leak from her kitchen waste pipe.
Metropolitan Housing Trust Limited (202003572)
The complaint is about the landlord’s response to the resident’s: reports regarding the conduct of the landlord’s employee; reports regarding parking enforcement and works; reports regarding repairs to a communal door; request for information regarding her service charge; request for the window cleaning schedule, lift maintenance schedule, and for grounds …
Optivo (202012148)
The complaint is about:
Sanctuary Housing Association (202006019)
The complaint is about: The landlord’s handling of the resident’s report of an obstruction on her driveway. Complaint handling.
Southwark Council (202013842)
The complaint concerns the landlord’s handling of the resident’s report of a water leak in his property.
Thames Valley Housing Association Limited (202009548)
The complaint concerns the landlord’s handling of the resident’s complaint relating to the condition of the roof.
Torus62 Limited (202010327)
The complaint is about the landlord’s handling of: the resident’s antisocial behaviour reports concerning two neighbouring properties. the resident’s concerns about asbestos in the property she resides in.
Clarion Housing Association Limited (201915794)
The complaint is about: The landlord’s response to the resident’s reports of damp and mould in the property. The landlord’s response to the resident’s request to be permanently decanted to a three-bedroomed property. Complaint handling.
Clarion Housing Association Limited (202004382)
The complaint is about the landlord’s: Response to the resident’s request for a new front door. Response to the resident’s request to replace the gas fire. Complaint handling.
Greatwell Homes Limited (202004324)
The complaint is about: The landlord’s unannounced visits to the property on 29 July 2019; The unannounced visit to the property on 4 September 2020 and; Complaint handling.
Hammersmith and Fulham Council (202011308)
The complaint is about the landlord’s response to the resident’s reports of damp and mould in her property.
Incommunities Limited (202005780)
The complaint is about to the landlord’s response to the resident’s: Reports of anti-social behaviour (ASB) relating to vehicles parking in disabled bays. Reports of dogs fouling on pavements. Concerns about the condition of the pavements.
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)