Westminster City Council (202211077)
The complaint is about the landlord’s handling of a leak in the building that affected the resident’s property.
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
Citizen Housing (202210658)
The complaint concerns: How the landlord handled repairs to the heating system when the resident moved into the property. The landlord’s decision to decline the resident’s requests to repair a fence and remove a tree stump from the property’s gardens. The associated formal complaint into these matters.
Home Group Limited (202202164)
The complaint is about the landlord’s handling of water ingress into the resident’s property.
Home Group Limited (202211370)
The complaint is about the landlord’s handling of the resident’s reports of disrepair to her kitchen, and her subsequent request for a kitchen replacement.
Lambeth Council (202124484)
REPORT COMPLAINT 202124484 Lambeth Council 19 April 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. […]
London Borough of Hounslow (202214239)
The complaint is about the landlord’s: handling of adaptations required to the resident’s property. handling of the complaint
London & Quadrant Housing Trust (L&Q) (202207948)
The complaint is about:
North Tyneside Council (202116145)
The complaint is about the landlord’s response to the resident’s reports of a electrical failure in the property on 19 December 2021, a rat infestation, repairs including to his fence, gate, drains and gutters, and the landlord’s response to the resident’s request for an insurance claim form and “environmentally-friendly” additions. …
One Housing Group Limited (202006035)
The complaint is about the landlord’s handling of: The resident's request for remedial repairs to his property. The issues relating to the resident's rent account and portal access. The associated complaint.
Orbit Housing Association Limited (202016279)
The complaint is about the landlord’s management and handing of: The resident’s request to repair four windows in the resident’s property. The resident’s complaints and the level of compensation it offered for heating costs due to the delay in completing window repairs. The resident’s request for reimbursement of court costs …
Paradigm Housing Group Limited (202211712)
The complaint is about the landlord’s response to the resident’s concerns about: the level of service charge for ground maintenance; the standards of ground maintenance.
Southern Housing Group Limited (202014681)
The complaint is about the landlord’s handling of: The resident’s concerns about the scope and standard of cyclical redecoration works. The resident’s concerns about the method of costing and reasonableness of costs of cyclical redecorating works. The resident’s complaint.
Sovereign Housing Association Limited (202212845)
The complaint is about the landlord’s response to: the resident’s concerns about communal grounds maintenance. The associated complaint.
Wandsworth Council (202119282)
The complaint is about the landlord’s: Requirement for the resident to sign a disclaimer as part of her mutual exchange. Handling of the resident’s repair reports. Complaint handling.
Abri Group Limited (202201662)
The complaint is about the landlord’s handling of the resident’s: reports of damp and mould in her home; associated complaint.
Catalyst Housing Limited (202118576)
REPORT COMPLAINT 202118576 Catalyst Housing Limited 23 May 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. […]
Clarion Housing Association Limited (202119635)
The landlords handling of:
Haringey London Borough Council (202219041)
The complaint is about the landlord’s response to the resident’s: Report of damp and mould in the property. Report of damage to her personal belongings and carpet due to the damp and mould. The Ombudsman has also considered the landlord’s complaint handling as part of the assessment.
Hyde Housing Association Limited (202125853)
The complaint is about the landlord’s: response to the resident’s reports of defects at her property, and complaint handling.
London Borough of Barking and Dagenham (202014048)
The complaint is about the landlord’s handling of: Remedial work to the resident’s property following reports of damp and mould. The associated complaints.
London & Quadrant Housing Trust (L&Q) (202111758)
The complaint is about: The landlord's response to repairs to the property. The landlord's response to pest control issues. Complaint handling.
London & Quadrant Housing Trust (L&Q) (202115485)
The complaint is about the landlord’s handling of: The resident’s reports of water ingress caused by faulty guttering; The resident’s insurance claim covering the resultant damage; The associated complaint.
Metropolitan Thames Valley Housing (MTV) (202106636)
The complaint is about: The time taken by the landlord to start a Japanese knotweed treatment plan in the garden. The landlord’s decision not to maintain the garden, or to replace the lawn once treatment was complete. The Ombudsman has also investigated the landlord’s complaint handling.
Midland Heart Limited (202205442)
The complaint is about the landlord’s decision not to renew the resident’s garden fence.
Saffron Housing Trust Limited (202120095)
The complaint is about the landlord’s: Response regarding its repair responsibilities at the property. Handling of a lighting repair. The Ombudsman has also assessed the landlord’s complaint handling.
Sandwell Metropolitan Borough Council (202003694)
The complaint is about the landlord’s handling of the resident’s concerns about the condition of her garden.
Solihull Metropolitan Borough Council (202126746)
The complaint is about the landlord’s handling of reports from the resident of anti-social behaviour.
Tower Hamlets Homes (202126875)
The complaint is about the landlord’s: response to reports of leaks into the property; response to reports of damp and mould, and; related communication and complaint handling. This Service has also considered the landlord’s record keeping.
Waltham Forest Council (202221278)
The complaint is about the landlord’s handling of the resident’s reports of damage to the guttering and brickwork at her property.
Birmingham City Council (202128474)
The complaint is about the landlord’s response to the resident’s request to amend the tenancy start date . The landlord’s complaint handing has also been investigated.
East Devon District Council (202205647)
The complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB). Response to the resident’s requests to be rehoused. Handling of the complaint.
Flagship Housing Group Limited (202123819)
The complaint is about the landlord’s response to the residents reports of body lice being brought into the close by the Estates Officer.
Harlow District Council (202122147)
The complaint is about the landlord’s decision not to replace a hedge at the back of the resident’s property with a boundary fence.
Hyde Housing Association Limited (202127631)
The complaint is about the landlord’s response to the resident’s reports about: A downpipe. The communal doors to the bin store. A car park light. The landlord’s complaints handling has also been investigated.
Lambeth Council (202118662)
The complaint is about the landlord’s handling of: The resident’s report of a roof leak, damp and associated health and safety concerns. The resident’s associated complaints.
London Borough of Hackney (202004917)
This complaint is about the landlord’s handling of: the resident’s request for compensation following the flooding of her property, and. related repairs to the resident’s property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
One Manchester Limited (202210052)
The complaint is about the landlord’s response to the resident’s reports about tiling repairs to the kitchen at the property. The landlord’s complaints handling has also been investigated.
Southwark Council (202107100)
This complaint is about the landlord’s handling of: Reports of a back surge into the resident’s kitchen sink from the outside drain. The resident’s complaint.
Sussex Housing and Care (202203070)
The complaint is about: The landlord’s response to issues with heating the property. The landlord’s complaint handling and communication.
The Riverside Group Limited (202115265)
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in the property. The landlord’s handling of a leak in the bathroom. The landlord’s complaint handling. The resident’s request for compensation for damaged items.
Torus62 Limited (202207353)
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s decision to issue the resident a tenancy warning.
Watford Community Housing Trust (202124705)
The landlord’s handling of: The resident’s request to remove a ramp from the front of her property due to safety concerns. The associated complaint.
Birmingham City Council (202109815)
The complaint is about: missed appointments after reporting repairs to the bathroom floor, following a leak; and the landlord’s handling of the complaint.
Birmingham City Council (202203028)
The complaint is about: The landlord’s response to the resident’s reports of leaking radiators. The landlord’s complaint handling.
Bolton at Home Limited (202119214)
The complaint is about the landlord’s response to concerns about the standard of workmanship following repairs to the bathroom.
Clarion Housing Association Limited (202126537)
The complaint is about: The landlord’s handling of repairs to a roof leak, broken window, blocked sink and the refusal of a decant. The landlord’s handling of the complaint.
Dacorum Borough Council (202212543)
This complaint is about the landlord’s: Handling of structural repairs to the property’s garden; Complaint handling.
EMH Housing and Regeneration Limited (202200274)
The complaint is about the landlord’s response to the resident's reports of heating and hot water loss.
Gateshead Metropolitan Borough Council (202203518)
The complaint concerns: The landlord’s decision not to compensate the resident for plastering work she carried out in the property. The associated formal complaint.
Home Group Limited (202123612)
This complaint concerns: The landlord’s response to the resident’s reports of noises coming from the flooring at the property. The landlord’s offer of compensation. This report has also considered the landlord’s 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 | 3,023 | 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)