Midland Heart Limited (202209468)
The complaint is about the landlord’s handling of repairs to the property after an overflow pipe leak.
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
Onward Homes Limited (202207051)
The complaint is about the landlord’s handling of: The resident’s concerns about cyclical works to steps at the rear of her property and installation of new stones. The resident’s concerns about the conduct of operatives and staff. The associated complaint.
Sheffield City Council (202119409)
The complaint is about the landlord’s: Handling of the resident’s reports of a leak into his property. Complaint handling.
Sovereign Housing Association Limited (202209547)
REPORT COMPLAINT 202209547 Sovereign Housing Association Limited 4 March 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 […]
Tower Hamlets Homes (202208704)
REPORT COMPLAINT 202208704 Tower Hamlets Homes 4 March 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 […]
London Borough of Brent (202214126)
The complaint is about the landlord’s handling of: The resident’s reports of a leak into her property and subsequent internal damage. The associated complaint.
Metropolitan Thames Valley Housing (MTV) (202211289)
The complaint is about the landlord’s: Handling of the resident’s concerns regarding the CCTV at the property prior to 2021. Response to the resident’s concerns that the CCTV at the property had not been upgraded as agreed in 2021. Handling of the resident’s complaint and its record keeping.
Royal Borough of Kensington and Chelsea (202209304)
The complaint concerns how the landlord handled the resident’s reports of strong odours coming into her property from the property below and the landlord’s decision to decline her request to be temporarily rehoused.
Stonewater Limited (202201013)
The complaint is about:
Great Places Housing Association (202200713)
REPORT COMPLAINT 202200713 Great Places Housing Association 2 March 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 […]
Hundred Houses Society Limited (202126661)
The complaint is about the landlord’s handling of the resident’s application to purchase the landlord’s share in their joint ownership property.
Lambeth Council (202203500)
The complaint is about the landlord: providing incorrect information to the resident to arrange a gas safety check; declining to disclose full names of staff members. The complaint is also about the landlord’s complaint handling.
Paragon Asra Housing Limited (202209772)
The complaint concerns: The condition of the property when it was let to the resident and how the subsequent repairs were handled by the landlord. The landlord’s complaint handling.
Southern Housing Group Limited (202111826)
The complaint is about the landlord’s: Response to the resident’s reports of a leak to the communal area of their block. Handling of required actions identified during a Fire Risk Assessment (FRA). Adherence to Section 20 consultation requirements. Complaint handling and communication. Record keeping.
Bournemouth Churches Housing Association Limited (202205550)
REPORT COMPLAINT 202205550 Bournemouth Churches Housing Association Ltd 1 March 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Bristol City Council (202015210)
The complaint is regarding the landlord’s: Response to the resident’s concerns about the suitability of his property. Response to the resident’s reports of anti-social behaviour (ASB). Handling of the resident’s mutual exchange application. Response to the resident’s repair reports, including with regard to the heating and damp and mould. This …
Clarion Housing Association Limited (202108182)
The complaint is about the landlord’s: The response to reports of various repairs at the property. The handling of reports of a faulty boiler. The response to concerns about the suitability of the upgraded kitchen and bathroom. Complaint handling.
Harlow District Council (202127707)
The complaint concerns the landlord’s response to: Reports of the condition and effectiveness of the soakaway at the property . Reports of damp and mould at the property. The complaints handling. This report also considers the landlord’s record keeping.
Harlow District Council (202211247)
The complaint is about: The landlord’s decision not to remove charges for repair works for leaks from the resident’s service charges. The landlord’s administration of the service charge account. The landlord’s handling of the associated complaint.
Hyde Housing Association Limited (202016491)
The complaint is about the landlord’s response to the resident’s: Requests for sound insulation to be installed in the property. Reports of repairs to the property. The Ombudsman had also considered the landlord’s handling of the related complaint.
London & Quadrant Housing Trust (L&Q) (202118322)
The complaint is about: The level of rent charged by the landlord for the property. The landlord’s response to the resident’s request to be rehoused or to buy her home. The landlord’s handling of the associated complaint.
London & Quadrant Housing Trust (L&Q) (202119915)
The complaint is about: The landlord’s handling of the resident’s reports about damp and mould including its handling of the resident’s repair requests, including roof, window, brickwork, and extractor fan repairs. The landlord’s response to the resident’s request to be compensated for the damage caused to their possessions by damp. …
Metropolitan Thames Valley Housing (202203806)
The complaint is about: The landlord’s handling of the resident’s reports that there was no hot water in the property. The landlord’s complaint handling.
Notting Hill Genesis (NHG) (202209777)
The complaint is about the landlord’s handling of the resident’s reports of her bicycle being stolen from a communal bicycle shed.
Paragon Asra Housing Limited (202116451)
The complaint is about: The landlord’s response to a report of shattered glass at the property. The landlord’s handling of the resident’s complaint.
Poplar Housing And Regeneration Community Association Limited (202009320)
The complaint is about the landlord’s: Response to the resident’s report of a leak. Decision not to offer compensation in respect of damage caused to the flooring. Complaint handling. The Ombudsman has also assessed the landlord’s record keeping.
Sanctuary Housing Association (202120877)
The complaint is about the landlord’s handling of: The resident’s reports of tiling repairs in her kitchen and bathroom. The associated complaint.
Southern Housing Group Limited (202103252)
The complaint is about the landlord’s: Response to the resident’s reports of outstanding repairs at the property. Complaint handling.
Tower Hamlets Homes (202209911)
The complaint concerns the landlord’s handling of reports of water ingress into the resident’s property and the level of compensation it offered. The Ombudsman has also considered the landlord’s complaint handling.
Yorkshire Housing Limited (202114590)
REPORT COMPLAINT 202114590 Yorkshire Housing Limited 1 March 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. […]
Ashford Borough Council (202106882)
The resident’s complaint is about the landlord’s handling of the kitchen replacement. This includes the following concerns: Disrespect shown to him and his home. The time it took for the works to be completed. The lack of communication about the programme of works, and the method and way the works …
Aster Group Limited (201915243)
The complaint is about the landlord’s handling of the resident’s reports about: the signup process. the condition of the flooring at the start of the tenancy. the heating. the door entry system. electrics comprising the oven and hob, external lights, and extractor fans. The Ombudsman has also considered the landlord’s …
Believe Housing Limited (202128510)
The complaint is about the landlord’s handling of:
Brighton and Hove City Council (202126858)
This complaint is about the landlord’s response to the resident’s concerns regarding repairs to the property, following a mutual exchange.
GreenSquareAccord Limited (202209779)
This complaint is about the level of compensation the landlord offered to the resident following repairs to the property.
Housing Solutions (202119634)
The complaint is about the landlord's response to the resident’s reports of anti-social behaviour (ASB) from neighbours, including recording and filming, blocking his disabled bay, property damage and garden issues.
Jigsaw Homes Group Limited (202204058)
The complaint was about: The landlord’s response to the resident’s reports of antisocial behaviour.(ASB) The resident’s request to install sound-proofing insulation. The landlord’s complaint handling.
Lambeth Council (202014249)
The complaint is about the landlord’s: Response to the resident’s reports of an alleged illegal structure built by the neighbour in the back garden and associated staff conduct. Response to the resident’s reports of an insecure fence. Response to the resident’s reports of outstanding repairs at the property. Complaint handling.
Leeds City Council (202126341)
The complaint is about: The landlord’s handling of various repairs needed to the resident’s property. The landlord’s handling of the associated complaint.
LiveWest Homes Limited (202014223)
The complaint is about the landlord’s response to the resident concerning its handling of antisocial behaviour (‘ASB’) reports.
London & Quadrant Housing Trust (202002926)
The complaint is about The landlord’s handling of reports of anti-social behaviour from the resident and her neighbour. The landlord’s handling of the subsequent complaint.
London & Quadrant Housing Trust (L&Q) (202111330)
The complaint is about: The landlord’s handling of repairs to the resident’s property. The landlord’s handling of the process of moving the resident to a new property. The Ombudsman has also considered the landlord’s consideration of the resident’s disability, health and wellbeing.
Nottingham City Homes Registered Provider Limited (202118061)
REPORT COMPLAINT 202118061 Nottingham City Homes 28 February 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 […]
Notting Hill Genesis (202105836)
The complaint is about the landlord’s: Response to the resident’s concern’s over the accuracy and transparency of service charge billing. Response to the resident’s request for her rent increase letter regarding the 2022/23 period. Handling of the resident’s complaint. Response to the resident’s concerns that it had overcharged her in …
Optivo (now Southern Housing) (202112884)
The complaint is about the landlord’s response to the resident’s reports of: Excessive noise and anti-social behaviour from a neighbour. Drainage problems at the rear of the property. A tree in a neighbouring garden that overhangs the resident’s property.
Paragon Asra Housing Limited (202211764)
The complaint is about the landlord’s handling of bathroom repairs.
Peabody Trust 2018 (202013563)
The complaint is about: The landlord’s handling of reports of anti-social behaviour and noise nuisance. Complaint handling.
Peabody Trust (201902535)
The complaint is about the landlord’s response to the resident’s complaint about the replacement of the windows at her property.
Stonewater Limited (202118293)
The resident complained about the landlord’s handling of: Repairs to the property reported in August 2021. Their request for a management transfer.
The Riverside Group Limited (202201403)
The complaint is about the landlord’s handling of the repairs to the heating and hot water system, and the amount of compensation offered.
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)