Swan Housing Association Limited (202207036)
The complaint is about the landlord’s handling of adaptation works to the rear of the property. The Ombudsman has also considered 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
The Riverside Group Limited (202117523)
The complaint is about: The landlord’s handling and communication in relation to fire safety works and the provision of EWS1. The landlord’s handling of the resident’s concerns about building security. The landlord’s response to the resident’s queries about subletting. The landlord's response to the resident’s concerns about an increase in …
Tower Hamlets Homes (202217568)
The complaint relates to: The landlord’s handling of a leak from a neighbouring property and the resulting damp and mould. The landlord’s handling of the complaint including the request for compensation.
Tower Hamlets Homes (202224458)
The complaint the landlord’s response to the resident’s reports of a leak from a water tank.
Clarion Housing Association Limited (202122932)
The complaint is about the landlord’s handling of damp reports and repair requests. The landlord’s handling of the related complaint.
Curo Places Limited (202212813)
The complaint is about the resident’s report of the landlord removing and disposing of his personal belongings. The Ombudsman has also considered the landlord’s complaint handling.
Hammersmith and Fulham Council (202221764)
The complaint is about: The level of compensation offered by the landlord for the time taken to repair the windows in the property. The landlord’s complaint handling.
Manchester City Council (202213862)
The complaint is about: The landlord’s handling of works to replace the resident’s chimney and fireplace. The landlord’s complaint handling.
Metropolitan Thames Valley Housing (MTV) (202110059)
The complaint is about: The landlord’s delivery of communal services including window cleaning and grounds maintenance services charged for through service charges. The landlord’s handling of the resident’s queries concerning her service charges. The landlord’s handling of the resident’s queries concerning the level of her service charges. Complaint handling and …
Metropolitan Thames Valley Housing (MTV) (202210590)
The complaint is about: the delays in providing a breakdown of service charges and the handling of the resident’s queries. The landlord’s complaint handling.
Orbit Group Limited (202119712)
The complaint is about the landlord’s management and handling of: reports of a pigeon infestation. fly tipping on the estate. the standard of cleaning and maintenance on the estate. the resident’s complaints.
Origin Housing Limited (202004858)
The complaint is about the landlord's handling of: repairs in respect of damp and mould; the subsequent complaint and its offer of compensation in respect of those repairs; the resident’s allegations that the landlord discriminated against him during the license period; the resident’s housing application under Part 6 of the …
Your Housing Limited (202206025)
The complaint is about the landlord’s handling of the resident’s: reports of a mice infestation in her home; reports of damage caused to her floor tiles when the landlord installed a patio door at her home; associated complaint.
Camden Council (202211999)
The complaint is about: The landlord’s handling of leaks from a soil pipe. The landlord’s handling of repairs to the kitchen. The landlord’s handling of the resident’s request for compensation for damaged possessions following the leaks. The landlord’s handling of the complaint.
Clarion Housing Association Limited (202205997)
This complaint is about the landlord’s handling of: The boiler replacement. Reports of mould within the property. The resident’s request for a replacement kitchen. The resident’s request for adaptations to a communal door. The associated complaint.
Havering Council (202112338)
The complaint is about: The landlord’s handling of the refurbishment of the balcony at the property. The landlord’s complaint handling.
Home Group Limited (202128240)
REPORT COMPLAINT 202128240 Home Group Limited 25 July 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. […]
Islington Council (202127226)
The complaint is about: The landlord’s decision to lease out a bin storage area on the estate, without consultation. The landlord’s decision not to reduce the rent charged to residents following the leasing of the bin storage area. The landlord’s response to the resident’s concerns about the provision of, and …
Lambeth Council (202111576)
The complaint is about the landlord’s handling of the resident’s request for a management transfer to a four-bedroom property.
London Borough of Barnet (202220499)
The complaint is about the landlord’s handling of repairs to a stair lift.
London & Quadrant Housing Trust (L&Q) (202010229)
This complaint is about the landlord’s: Response to the resident’s various disrepair concerns from April 2019. Handling of the resident’s vulnerabilities, health and welfare concerns. Complaint handling. Record keeping.
London & Quadrant Housing Trust (L&Q) (202214905)
The complaint is about: The landlord's response to the resident’s report of defects to bathroom works. The landlord's offer of compensation and its complaint handling.
London & Quadrant Housing Trust (L&Q) (202223960)
The complaint is about: The landlord’s handling of reports that the resident tripped in a communal car park. The landlord’s handling of the complaint.
Metropolitan Thames Valley Housing (MTV) (202214345)
The complaint is about: The landlord’s handling of moths in the carpet. The landlord’s response to a request for a dog.
North West Leicestershire District Council (202222635)
The complaint is about the landlord’s handling of the resident’s concerns about staff conduct.
Sanctuary Housing Association (202113467)
The complaint is about:
Southern Housing Group Limited (202126007)
The complaint is about the landlord’s handling of the resident’s report of: Damp and mould in the property and repair to window. The complaint handling.
Southern Housing Group Limited (202204941)
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB), including noise nuisance. The associated complaint.
Southwark Council (202127984)
The complaint is about: The landlord’s handling of reports of attempted break-ins to the resident’s property as well as the resident’s request for support. The landlord’s handling of the complaint.
The Riverside Group Limited (202206996)
The complaint is about the landlord’s response to the resident’s concerns about the administration of the service charge. The Ombudsman has also considered the landlord’s associated complaint handling.
The Riverside Group Limited (202219380)
The complaint is about the landlord’s response to the resident’s requests for upgrades to her property.
Tower Hamlets Homes (202107775)
The complaint is about the landlord’s handling of: Communal repairs including concerns about health and safety. Window overhaul survey. The Ombudsman has also investigated the landlord’s complaint handling.
Cornwall Housing Limited (202213342)
The resident complains about the landlord’s handling of his complaint about contractors wearing PPE.
Home Group Limited (202204375)
This complaint is about the managing agent’s response to: Damage caused by a pigeon infestation. Reports of inconsiderate use of the communal car park. Reports of insufficient cleaning of the communal bin area. Requests for a refund of service charges. This Service has also decided to investigate the managing agent’s …
Hyde Housing Association Limited (202206474)
The complaint is about the landlord’s handling of a leak in the property. The Ombudsman has also investigated the associated complaint and compensation offered.
‘Johnnie’ Johnson Housing Trust Limited (202223385)
The complaint concerns how the landlord handled the renewal of the kitchen in the property.
Metropolitan Thames Valley Housing (MTV) (202202295)
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour. The landlord’s complaint handling.
Notting Hill Genesis (NHG) (202109125)
The complaint is about the landlord’s handling of the: Installation of the shower chair in the resident’s bathroom. Related complaint:
Optivo (now Southern Housing) (202222168)
The complaint is about the landlord’s handling of the resident’s requests for an urgent management move.
Shepherds Bush Housing Association Limited (202201412)
The complaint is about the landlord’s decision not to convert the loft, to provide an additional bedroom and bathroom for the resident’s son. The Ombudsman has also considered the landlord’s handing of the subsequent complaint.
Southampton City Council (202215115)
The complaint is about the landlord’s handling of the resident’s:
Southwark Council (202014501)
The complaint is about the landlord's handling of the resident's reports of noisy pipework.
The Guinness Partnership Limited (202208547)
The complaint is about the landlord’s response to the resident’s reports of damp and mould.
Tower Hamlets Homes (202215949)
The complaint is about the landlord’s: Handling of the removal of warm air units in the resident’s property. Handling of the associated complaint.
Vivid Housing Limited (202211143)
The complaint is about the landlord’s handling of a gas safety inspection and gas repairs at the resident’s property.
London & Quadrant Housing Trust (L&Q) (202214705)
The complaint is about the landlord’s handling of: the resident’s window repairs; the associated complaint.
Camden Council (202208128)
The complaint is about the landlord’s handling of: The resident’s reports of repairs required to her wet room to make it more accessible and the resident’s reports of discrimination. The resident’s complaint.
Camden Council (202214331)
The complaint is about a request for adaptations to the balcony, including railings and netting, due to safety concerns for the resident’s daughter.
Clarion Housing Association Limited (202123207)
The complaint is about the landlord’s handling of: A leak into the resident’s property from the flat above. The associated complaint.
Clarion Housing Association Limited (202215501)
The complaint is about the landlord’s handling of the resident’s application for mutual exchange (MEX). The landlord’s complaints handling has also been investigated.
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)