Lambeth Council (202341119)
The complaint is about the landlord’s handling of a balcony leak. The Ombudsman has also addressed the landlord’s complaint handling.
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
London Borough of Croydon (202323686)
The complaint is about the landlord’s handling of: The resident’s rehousing application. An incident that occurred at its offices. The resident’s reports of damp, mould, and the associated repairs. The resident’s reports of antisocial behaviour (ASB). The resident’s concern about domestic abuse. The Ombudsman has also considered the landlord’s complaint …
Peabody Trust (202232832)
The complaint is about the landlord’s handling of: the resident's queries about the service charge for 2021-22 including her request for a breakdown of the actual costs. the resident’s complaint.
Richmond Housing Partnership Limited (202328167)
The complaint is about the landlord’s: response to the resident’s reports about damp and mould; complaints handling.
Southern Housing (202314357)
The complaint is about the landlord’s response to: The resident’s report of a repair to a bin store. The resident’s report of staff misconduct and its decision to place a joint visit flag onto her account. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Sovereign Network Homes (Former Network Homes) (202310482)
The resident’s complaint is about the landlord’s handling of: Major works to the roof of the building. Associated remedial repairs to the property.
TBG Open Door Limited (202302665)
The complaint is about the landlord’s handling of the resident’s concerns regarding: the repair condition of her temporary accommodation. her report of road noise at her current property. a lack of heating and hot water at her current property at the time her tenancy started. The Service has also investigated …
Torus62 Limited (202308287)
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
Waltham Forest Council (202401637)
The resident’s complaint is about the landlord’s handling of a leak into his property.
Waverley Borough Council (202224018)
The complaint is about the landlord’s: Handling of the resident’s reports of a faulty storage heater at the property. Complaint handling.
Clarion Housing Association Limited (202214511)
REPORT COMPLAINT 202214511 Clarion Housing Association Limited 10 September 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
Clarion Housing Association Limited (202228003)
The complaint is about the landlord’s handling of: The decant process, including the offer of alternative permanent accommodation and its offer of compensation. The resident’s associated formal complaint.
Hyde Housing Association Limited (202327953)
The complaint is about the landlord's handling of the resident’s: Reports of a leak and the associated remedial repairs. Request for compensation for damaged personal possessions. The Ombudsman has also considered the landlord’s complaint handling.
Jigsaw Homes Group Limited (202305418)
The complaint is about the landlord’s handling of the resident’s reports concerning: A blocked drain. Peeling damp proof paint and the contractor’s behaviour. Cracks in the property. The landlord’s complaint handling has also been considered in this investigation.
Lewisham Council (202335783)
The complaint is about the landlord’s handling of the resident’s reports of leaks, damp, mould, and related repairs at the property.
London & Quadrant Housing Trust (L&Q) (202305315)
The complaint is about the landlord’s: Handling of window repairs and associated reports of damp and mould . Complaint handling.
Southern Housing (202234809)
The complaint is about how the landlord handled water ingress and associated damp and mould in the property . The Ombudsman has also considered the landlord’s record keeping.
Westminster City Council (202320571)
The complaint is about the landlord’s handling of the resident’s antisocial behaviour (ASB) reports.
English Rural Housing Association Limited (202232931)
The complaint is about the landlord’s handling of the resident's reports about grounds maintenance and an associated service charge refund.
Harlow District Council (202311482)
The complaint is about the landlord’s handling of repairs to a leak to the roof at the leaseholder’s property.
Hexagon Housing Association Limited (202218130)
The complaint is about: The landlord’s handling of various repairs to the property. The landlord’s response to the resident’s concerns regarding the rehousing process. The associated complaint handling.
Southern Housing (202339149)
REPORT COMPLAINT 202339149 Southern Housing 6 March 2025 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 […]
Tower Hamlets Homes (202119292)
The complaint is about the landlord’s handling of repairs to the resident’s wet room. The Ombudsman has also investigated the landlord’s complaint handling.
Westminster City Council (202109522)
The complaint is about the landlord’s refusal to replace the front door of the property.
Bromford Housing Group Limited (202326987)
The complaint is about the landlord's response to: Reports of staff misconduct and communication regarding belongings in the property. A request for an adaptation. The resident’s request for permissions for a shed. Reports of repairs within the property. The report has also taken the landlord’s handling of the associated complaint …
Peabody Trust (202348485)
The complaint is about the landlord’s response to the resident’s concerns about restricted use of the shared garden and being unable to obtain safe passage from the building in the event of an emergency.
Birmingham City Council (202330394)
The complaint is about the landlord’s handling of reports of antisocial behaviour (ASB).
Bury Metropolitan Borough Council (202320955)
The complaint is about the landlord’s response to the resident about: Antisocial behaviour (‘ASB’) reports. Complaint handling.
Haringey London Borough Council (202301223)
This complaint is about the landlord’s handling of the resident’s request for a management pack.
Lewisham Council (202217117)
The complaint is about the landlord’s handling of the resident’s reports of a leak. The Ombudsman has also considered the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202306491)
The complaint is about the landlord’s handling of the resident’s: Reports of damp, mould, and the associated repairs. Reports of repairs to the windows. The Ombudsman has also considered the landlord’s complaint handling.
Westminster City Council (202309206)
The complaint is about the landlord’s response to the resident’s concerns about asbestos in his property. The Ombudsman has also considered the landlord’s complaint handling.
Clarion Housing Association Limited (202219645)
The complaint is about the landlord’s handling of: The resident’s reports of defective heating and a lack of insulation within the property; The resident’s associated complaint. The Ombudsman has also considered the landlord’s recordkeeping in this case.
Lewisham Council (202207457)
The complaint is about the landlord’s handling of the resident’s reports of: Spitting, littering, and racial abuse by neighbours. Damp and mould at his property. A rat infestation at his property.
Portsmouth City Council (202307865)
The complaint is about the landlord’s handling of the resident’s: concerns about the block refurbishment project, and associated communications; concerns about his decant; reports of garage area parking issues; concerns regarding its contractor’s disclosure barring service (DBS) checks; associated complaint.
Wandle Housing Association Limited (202313860)
The complaint is about the landlord’s handling of: The cleaning and repairs in the common areas of the resident’s building. Reports about anti-social behaviour (ASB). The resident’s request for details about their service charges. Requests about how it meets its obligations to test electrical, gas, and fire safety equipment. Actions …
Yorkshire Housing Limited (202308837)
The complaint is about the landlord’s handling of: The replacement of a window in the resident’s property. The resident’s reports of faults and damage arising from the installation of the new window. The resident’s requests for window cleaning services. The Ombudsman has also considered the landlord’s complaint handling.
Hyde Housing Association Limited (202336156)
The complaint is about the landlord’s handling of: Repairs to a kitchen cabinet door. Reports of damp and mould.
Notting Hill Genesis (NHG) (202233892)
The complaint is about the landlord’s handling of the resident’s request for reimbursement for damage to her carpets.
One Housing Group Limited (202328323)
The landlord’s handling of reports of leaks in the property.
Phoenix Community Housing Association (Bellingham and Downham) Limited (202234494)
The complaint is about the landlord’s response to the resident’s report about the condition of the walls in the property upon letting and her request to be reimbursed costs incurred in remedial works. We have also considered the landlord’s handling of the associated complaint.
Rooftop Housing Association Limited (202306466)
The landlord’s: Handling of the resident’s report of the property condition from tenancy sign up. Communication around the rent and rent in advance payment prior to tenancy sign up. Visits after the tenancy started. The Ombudsman has also considered the landlord’s: Complaint handling associated with the resident’s request for compensation. …
Southern Housing (202216117)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
Southern Housing (202339900)
The complaint is about the landlord’s handling of the resident’s reports of:
The Guinness Partnership Limited (202335480)
The complaint is about the landlord’s handling of the appointment of a single point of contact for the resident. The Ombudsman has also considered the landlord’s complaint handling.
Waverley Borough Council (202334911)
The complaint is about the landlord's: Handling of the installation of a wet room. Knowledge and information management.
Yorkshire Housing Limited (202337453)
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Report that a fire door was being left open. Associated complaint.
Aster Group Limited (202300109)
The complaint is about the landlord’s administration of the resident’s service charge for the maintenance and repair of adaptations.
Arcon Housing Association Limited (202302989)
The complaint is about: The landlord’s handling of kitchen and boiler upgrade works, including the ventilation fan. The landlord’s response to the resident’s concerns about staff conduct. The landlord’s response to the resident’s concerns about asbestos within the property.
Dacorum Borough Council (202329054)
The complaint is about the landlord’s handling of: Damp and mould. Repairs to leaking guttering. Repairs to lifting window rims. The Ombudsman has also considered the landlord’s complaint handling and record keeping.
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)