Brighton and Hove City Council (202219065)
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The resident’s request for a transfer to another property. The associated complaint.
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
Bristol City Council (202226249)
REPORT COMPLAINT 202226249 Bristol City Council 29 September 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. […]
Camden Council (202120601)
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour in the building and on the estate. The landlord’s handling of the resident’s reports of redecoration required following damage during the installation of a grab rail at her current property and reports of discrimination. The resident’s …
Camden Council (202217379)
The complaint is about the landlord’s response to the resident’s: reports of a leak within his property. reports of damp and mould within his property.
Clarion Housing Association Limited (202207945)
This complaint is about the landlord’s handling of: Reports of damp and mould within the resident’s home. Decanting the resident into temporary accommodation. Reports of pigeons nesting and defecating on the property. Reports of a neighbour’s overgrown garden. The resident’s concerns regarding an external boundary wall. The associated complaint.
Gateway Housing Association Limited (202214087)
The complaint is about: The landlord’s handling of the resident’s request for a chain let. The landlord’s handling of communications over future chain lets.
Gloucester City Homes Limited (202219320)
The complaint is about the landlord’s handling of: The condition of the property on letting it to the resident. The removal of asbestos at the property.
Hammersmith and Fulham Council (202213272)
The complaint is about the landlord’s handling of: reports of a leak into the property; the water damage in the property; the resident’s need to temporarily move out, and; the complaint and the compensation offer.
Haringey London Borough Council (202202560)
The complaint is about the landlord’s handling of: a request that it provide a service charge refund; the associated complaint.
Hightown Housing Association Limited (202009996)
The complaint is about the landlord’s response to reports of defects in the property. The Ombudsman has also considered the landlord’s complaint handling.
Hyde Housing Association Limited (202115521)
The complaint is about: the landlord’s response to repairs to the fences and bin store. the associated complaint.
Leeds City Council (202122232)
The complaint is about the landlord’s handling of the resident’s kitchen replacement and associated works. The landlord’s complaints handling has also been investigated.
Lewisham Council (202217011)
This complaint is about the landlord’s handling of: The resident’s reports of water ingress and damp and mould in her property. The associated complaint.
London Borough of Hackney (202102368)
The complaint is about: The resident’s request for a new bathroom and a new front door. The landlord’s response to the resident’s reports of mould in her bathroom. The Ombudsman will consider the landlord’s complaint handling.
London Borough of Newham (202115536)
The complaint is about the landlords handling of the residents reports of noise nuisance. This investigation has also considered the landlords complaint management.
London Borough of Newham (202227845)
This complaint is about the landlord’s handling of: Reports of damp and mould in the resident’s property. The associated complaint.
London & Quadrant Housing Trust (L&Q) (202114384)
The complaint is about the landlord’s response to the resident’s request for: A window to be installed in her property. A fence to be installed outside her property. The Ombudsman has also considered the landlord’s complaint handling as part of this investigation.
London & Quadrant Housing Trust (L&Q) (202200632)
The complaint is about: the landlord’s handling of a radiator leak. the loss of hot water and heating. the associated complaint, including the amount of compensation offered.
London & Quadrant Housing Trust (L&Q) (202215266)
The complaint is about the landlord’s handling of repairs to the resident’s boiler.
London & Quadrant Housing Trust (L&Q) (202216196)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour from a neighbour. The Ombudsman has also considered the landlord’s handling of the resident’s formal complaint as part of this investigation.
London & Quadrant Housing Trust (L&Q) (202222022)
The complaint is about the landlord’s response to: A previous agreement regarding contractors attending the resident’s property. External decorating to windows and doors as part of its major works programme. Repairs to the front and rear doors. The Ombudsman has also considered the landlord’s handling of the resident’s associated complaint.
Newcastle City Council (202214228)
The complaint is about the landlord’s: Handling of reported structural issues with the property. Handling of the request to transfer to another property. Complaints handling.
Notting Hill Genesis (NHG) (202230789)
The complaint is about: the landlord’s response to maintenance and repair issues at the resident’s property. the communication with the resident over making an insurance claim following a sewage leak in August 2021. the associated complaint.
One Vision Housing Limited (202124096)
This complaint is about the landlord’s handling of: Letting the property with an adapted bathroom. The resident’s reports of an unusable kitchen when he moved in. The associated complaint.
Onward Homes Limited (202117573)
The complaint is about the landlord’s: Response to the resident’s requests for information about a charge on the land registry title deeds. Handing of the fire risk assessment. Complaints handling.
Optivo (now Southern Housing) (202211719)
The complaint is about: The landlord’s handling of reports of damaged flooring and inadequate ventilation. The landlord’s response to a damaged boiler pressure tank. The landlord’s handling of a report of carbon monoxide poisoning. The complaint associated with the carbon monoxide poisoning.
Orbit Group Limited (202207994)
The complaint concerns the level of compensation offered by the landlord following a leak into the leaseholder’s property from the property above.
Paragon Asra Housing Limited (202223594)
The complaint is about the landlord’s management and handling of: Repairs to address a roof leak and damp and mould in the property. The resident’s request for window reglazing in the property. Requests to reposition the gas meter due to concerns about heating costs. The resident’s request for information about …
Peabody Trust (202122409)
The complaint is about the landlord’s: Response to the resident’s reports about repairs and the condition of the property at the start of the tenancy; Handling of the resident's vulnerabilities; Response to staff conduct concerns in relation to information given to the resident; Complaint handling.
Sanctuary Housing Association (202010886)
The landlord’s handling of: The resident’s report of a leak at the property. The resident’s reports of window disrepair. The resident’s report of issues with her electric heaters. The resident’s report of noise transfer. The associated complaint.
Sanctuary Housing Association (202311457)
The complaint is about the landlord’s response to a report of a broken fence. The Ombudsman has also considered the landlord’s complaint handling.
Southern Housing Group Limited (202216750)
This complaint is about the landlord’s handling of the resident’s concerns regarding remedial works to the cladding of her building and the associated communication.
The Guinness Partnership Limited (202213395)
The complaint is about: The landlord’s handling of antisocial behaviour (ASB) reports. The landlord’s handling of the resident’s complaint.
Thurrock Council (202223907)
The complaint is about the landlord’s response to the resident’s reports of repairs and associated damp and mould.
Waltham Forest Council (202213576)
The complaint is about: The landlord’s handling of the damp and mould reports. The landlord’s handling of the decant process. The landlord’s handling of the resident’s complaint.
Waverley Borough Council (202217773)
The complaint is about the landlord's decision to use part of a communal car park as a storage and welfare area for its contractor.
Aster Group Limited (202223235)
The complaint is about the landlord’s handling of: the resident’s reports of damp and mould and the associated repairs; the adaptations to the resident’s property; the resident’s decant request; the resident’s complaint, including the level of compensation offered.
Curo Places Limited (202207832)
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Response to missed and cancelled appointments. Knowledge and information management. Complaints handling.
Dartford Borough Council (202303482)
The complaint is about the landlord’s handling of: Reports of anti-social behaviour involving the resident’s neighbour including noise nuisance, smell from the neighbour’s property and the storing of bulky items and household waste in the garden. The resident’s neighbour accusing the resident of racism and threatening to take legal action …
Hammersmith and Fulham Council (202218030)
The complaint is about the landlord’s handling of: subsidence at the property; the resident’s complaint, including the level of compensation offered.
Hightown Housing Association Limited (202102415)
The complaint is about: The landlord’s handling of the resident’s repair reports regarding the rear door and leak to the bath. The landlord’s handling of concerns raised by the resident about the conduct of the developer’s subcontractor. The related complaint.
Incommunities Limited (202104089)
The complaint is about the landlord’s response to: The resident’s request that it fence off the land outside the property for her sole use. Complaint handling.
‘Johnnie’ Johnson Housing Trust Limited (202124750)
The complaint is about the landlord’s response to the resident’s reports of a poor standard of cleaning and maintenance services in communal areas. The Ombudsman has also considered the landlord’s complaint handling.
London Borough of Croydon (202118843)
The complaint is about the landlord’s handling of: The resident’s reports of anti social behaviour (ASB). The resident’s management transfer request. The associated complaint.
Nehemiah United Churches Housing Association Limited (202222439)
This complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB) from a neighbour. The associated complaint.
Optivo (now Southern Housing) (202218356)
The complaint is about the landlord’s handling of the resident’s reports of damp and mould.
Orbit Housing Association Limited (202110732)
The complaint is about: The landlord's response to a request to remove fly-tipped rubbish from communal areas. The standard of communal cleaning and maintenance. The Ombudsman has also considered the landlord’s complaint handling.
Royal Borough of Kensington and Chelsea (202128246)
The landlord’s handling of: Damp and mould within the resident’s property and request for new windows. The resident’s request to be rehoused on medical grounds.
Southern Housing Group Limited (202126806)
The complaint is about the landlord’s handling of the: Resident’s reports of mould and ventilation issues within the property. Associated complaint. Resident’s request for a transfer.
Southern Housing Group Limited (202205336)
The complaint concerns the landlord's handling of: The resident’s reports of a leak through the bathroom ceiling at the property. The 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 | 3,023 | 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)