Optivo (now Southern Housing) (202225263)
The complaint is about the landlord’s response to: reports of an operative gaining access to the resident’s property. concerns that it held a key to the property without her knowledge.
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
Paragon Asra Housing Limited (202114993)
The complaint is about the landlord’s handling of: the resident’s reports that her property was overcrowded; repairs to the resident’s bathroom and kitchen; the resident’s reports of overgrown trees. The Ombudsman has also considered the landlord’s complaint handling.
Sanctuary Housing Association (202111250)
The complaint is about the landlord’s response to the resident’s: Reports of noise disturbance. Request to be transferred into a suitable property. Related complaint.
Sheffield City Council (202110792)
The complaint is about the landlord’s handling of: A leak affecting the communal area and the associated remedial repairs. The resident’s complaint.
The Abbeyfield Society (202127722)
The complaint is about the landlord’s response to: The resident’s concerns about the fire safety issues related to a stairlift in the property and the external fire escape. The resident’s concerns about the suitability of a neighbouring tenant in the building. The resident’s concerns about the treatment of staff in …
The Guinness Partnership Limited (202209462)
The complaint is about the landlord’s: handling of repairs to the property; response to the resident’s reports regarding staff conduct; communication and complaint handling, including the level of compensation offered.
The Housing Plus Group Limited (202215056)
The complaint is about the landlord’s handling of the resident’s staircasing application.
West Kent Housing Association (202206320)
The complaint is about the landlord’s handling of the resident’s reports of the garden flooding, the associated works, and offer of compensation. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Abri Group Limited (202127784)
The complaint is about the landlord’s response to the resident’s concerns about parking at her sheltered scheme.
Birmingham City Council (202106463)
The complaint is about the landlord’s response to the resident’s reports about a leak in an airing cupboard. The Ombudsman has also considered the landlord’s complaint handling.
GreenSquareAccord Limited (202207660)
The complaint is regarding the landlord’s response to the resident’s: Concerns about the standard of service relative to the service charges. Request for a housing transfer. Associated formal complaint.
Hammersmith and Fulham Council (202211906)
The complaint is about the landlord’s handling of the resident’s request for paving works and a tree removal.
Hyde Housing Association Limited (202126628)
REPORT COMPLAINT 202126628 Hyde Housing Association Limited 29 August 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 […]
Lambeth Council (202112413)
The complaint is about the landlord’s handling of the resident’s succession to his late mother’s tenancy.
Leicester City Council (202107822)
The complaint is about the landlord’s: Response to the resident’s: Reports of leaks to his shed. Request to remove squirrel traps from the property. Handling of electrical repairs in the property. The Ombudsman has also assessed the landlord’s: Complaint Handling. Record Keeping.
London & Quadrant Housing Trust (L&Q) (202206767)
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 concerns about his neighbour’s video doorbell. The landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202214900)
The complaint is about: The landlord's handling of the resident's reports of a loss of heating and hot water, including the level of compensation offered. The landlord’s complaint handling.
Longhurst Group Limited (202121961)
The complaint is about the landlord’s response to the resident concerning: A lack of heating and hot water in 2020. Repairs to a front door. A lack of heating and hot water and damage to a carpet in 2021.
Midland Heart Limited (202224636)
The complaint is about the landlord’s handling of decoration works.
Newlon Housing Trust (202212689)
The complaint is about the landlord's handling of the resident's reports regarding the condition of the windows.
Notting Hill Genesis (NHG) (202000461)
The complaint is about: The landlord’s handling of the resident’s reports of noise disturbance . The landlord’s handling of the resident’s complaint. The Ombudsman has also assessed the landlord’s record keeping.
Notting Hill Genesis (NHG) (202104963)
The resident’s complaint is about the landlord’s handling of: The resident’s Subject Access Request. His reports of pests and requests for associated works. His temporary decant request. Its communication during handover of cases between staff. This service has also considered the landlord’s complaint handling.
Southern Housing (202117545)
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour. This service has also considered the landlord’s complaint handling.
Together Housing Association Limited (202220628)
The complaint is about the landlord’s responses to: Snags in the property. The resident’s reports of anti-social behaviour (ASB) from a neighbour. The formal complaint.
Wandsworth Council (202115911)
The resident’s complaint was about: The landlord’s consideration of the resident’s housing needs and the suitability of her current accommodation and the decision to remove the resident from the housing list for three years. The condition of the property when it was let to her. The landlord’s handling of noise …
Accent Housing Limited (202221854)
The complaint is about the landlord’s response to the resident’s concerns about: The repair of a ventilation grill at her property. The conduct of a staff member of the landlord.
Birmingham City Council (202115767)
REPORT COMPLAINT 202115767 Birmingham City Council 25 August 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 […]
Birmingham City Council (202121058)
The complaint is about the landlord’s: response to the resident’s reports of damp and mould. decision to place a risk marker on the resident’s tenancy record. complaint handling.
Bromsgrove District Housing Trust Limited (202200932)
The complaint is about the amount of compensation offered by the landlord for the resident’s experience during the refurbishment of the kitchen at the property.
Citizen Housing (202126878)
The complaint is about the landlord’s handling of: The applicant’s housing application pre-May 2021 The applicant’s housing application post-May 2021. Its communications with the applicant. The applicant’s complaint.
Clarion Housing Association Limited (202127738)
The complaint is about the landlord’s response to the resident’s request for information about his service charges and its handling of the associated complaint.
Homes Plus Limited (202125979)
The complaint is about the landlord’s handling of remedial works to the roof following reports of damp and mould.
Leeds Jewish Housing Association Limited (202012647)
The complaint is about the landlord’s response to the resident’s queries regarding: communal caretaker costs; alarm monitoring and warden services; payment of a support subsidy; apportionment of service charges for communal facilities; staff costs; water charges; backdated communal electricity charges; changes to warden duties; changes to services and charges; potential …
Lewes District Council (202123052)
The complaint is about: The landlord’s management of roofing repairs. The landlord’s handling of the resident’s complaint and request for compensation.
London & Quadrant Housing Trust (L&Q) (202207377)
The complaint is about the landlord’s handling of the resident’s reports of faulty windows, and its associated repairs.
Optivo (now Southern Housing) (202220933)
The complaint is about the landlord’s: response to the resident’s reports about repair issues in the bathroom; complaints handling.
Platform Housing Group Limited (202124990)
This complaint is about: The landlord’s handling of the resident’s reports of noise, harassment and antisocial behaviour by neighbours; The landlord’s handling of reports that the resident was engaging in antisocial behaviour; The conduct of the landlord’s staff; The landlord’s handling of the associated complaints.
Stoke-on-Trent City Council (202208976)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from a community garden and play park.
Swan Housing Association Limited (202221979)
The complaint is about: The landlord’s handling of an interruption to the resident’s gas supply. The associated compensation request. Staff conduct.
Birmingham City Council (202217143)
The complaint is about the landlord’s handling of the resident’s reports of the property being cold and her request for gas heating.
City of London Corporation (202119697)
The complaint is about the landlord’s: Handling of the resident’s request to purchase the remaining share of the property. Response to the resident’s concerns regarding a valuation of the property.
Community Housing Initiative (202210915)
This complaint is about: The landlord's response to the resident's reports of outstanding repairs to the building. The landlord's communication throughout the repairs process.
Darlington Borough Council (202209963)
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour and harassment. The landlord’s handling of repairs in readiness for, and after, letting. The landlord’s associated complaint handling.
Grand Union Housing Group Limited (202120857)
The complaint is about the landlord’s handling of the resident’s purchase of their home through the Right to Buy scheme.
Islington Council (202212752)
The complaint is about: The landlord’s management of the communal cleaning service to the resident’s block, including the service charge for this service. The landlord’s handling of the resident’s complaint.
London & Quadrant Housing Trust (L&Q) (202221313)
The complaint is about the landlord’s response to concerns about: the suitability of a new hand wash basin installed in the property; water damage caused by a slow leak resulting from the hand wash basin installation, and; complaint handling.
Paragon Asra Housing Limited (202200356)
The complaint concerns: The landlord’s handling of the resident’s reporting of damp and mould. The amount of redress offered by the landlord. The report has also considered: The landlord’s complaints handling. The record keeping.
Peabody Trust (202215428)
The complaint is about the landlord’s response to the resident’s: reports of a leak in her building causing damp and mould in her property; provision of evidence of defects in the resident’s building following a further leak; associated complaint.
Peabody Trust (202215468)
The complaint is about the landlord’s response to the resident’s: reports of a leak affecting her property; provision of evidence of defects in the resident’s building following a further leak; associated complaint.
Tower Hamlets Homes (202223881)
The complaint is about: The landlord’s handling of the resident’s reports of poor customer service from its staff. The landlord's handling of a repair to the kitchen and bathroom extractor fans. The landlord’s complaint handling.
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)