London & Quadrant Housing Trust (202107703)
The landlord’s handling of the resident’s reports of blocked drains and sewage ingress. 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
Peabody Trust (202120604)
The complaint is about the landlord’s: response to the resident’s request for information regarding its contractor’s reports; response to the resident’s request for information regarding her neighbour’s reports; complaints handling.
Shepherds Bush Housing Association Limited (202203085)
The complaint is about the landlord’s response to the leaseholder’s concerns about the service charge.
Wolverhampton City Council (202116971)
The complaint concerns: The landlord's response to concerns about the information provided at signup regarding parking and the suitability of the property. The landlord’s handling of a report about a privacy issue.
Anchor Hanover Group (202206059)
The complaint is about the landlord’s: Response to its contracted parking company wrongly issuing parking tickets to the resident. Complaint handling.
Birmingham City Council (202119233)
The resident has complained about: The landlord’s handling of annual gas safety checks at the property and its decision that the checks were necessary. The landlord’s handling of the associated formal complaint has also been considered.
Home Group Limited (202112948)
The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s handling of the resident’s complaint as part of the assessment.
Victory Housing Trust (202201169)
The complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB), particularly noise nuisance from the adjacent property. Handling of the resident’s complaint.
Barking and Dagenham Council (202211917)
The complaint is about the landlord’s handling of repairs to a gate to a communal garage, and the subsequent offer of compensation for this.
Bristol City Council (202107993)
The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (“ASB”) and noise nuisance from a neighbour.
Clarion Housing Association Limited (202110733)
The complaint is about: The repairs service provided by the landlord. The landlord’s actions in response to Occupational Therapist adaptations to the property. The landlord’s response to the resident’s request for a decant. The landlord’s complaint handling.
Metropolitan Thames Valley Housing (202204099)
The complaint is about the landlord’s: response to the resident’s concerns about external works to the resident’s building; complaints handling.
Oadby and Wigston Borough Council (202202740)
The complaint is about the landlord’s response to the leaseholder’s request for a refund of service charges for communal cleaning services.
One Housing Group Limited (202015286)
The resident’s complaint is about the landlord's handling of repairs to the intercom system, its calculation and administration of the service charge, its communication about the customer service charge.
Rochdale Boroughwide Housing Limited (202201509)
The complaint is about the landlord’s response to the complainant’s concerns about how it terminated her tenancy. The Ombudsman has also considered the landlord’s communication and overall treatment of the complainant throughout the period of the complaint.
Sanctuary Housing Association (202113020)
The resident’s complaint is about the landlord's handling of repairs to the kitchen taps of the property and her complaint about the conduct of the contractor undertaking the repair.
Brentwood Borough Council (202203731)
The complaint is about the landlord’s: Response to the resident’s reports that her neighbour had removed her washing line from a communal area. Response to the resident’s reports of alleged anti-social behaviour by her neighbour. This investigation has also considered the landlord’s handling of the resident’s complaint.
Cheshire Peaks & Plains Housing Trust (202211333)
The complaint is about the landlord’s: response to the resident’s request for a pathway to be replaced in her garden; response to the resident’s request for a like-for-like replacement front door; response to the resident’s concerns regarding the behaviour of a staff member; complaints handling.
Lambeth Council (202009614)
The complaint is about the landlord’s handling of regeneration works to the building and estate including: The provision of information about and notice of the works. The loss of allocated disabled parking bays. The commencement of works to construct a new block prior to the works being completed to the …
Leeds City Council (202202625)
The complaint is about the landlord's response to the resident’s concerns regarding the removal of fencing installed in an open space next to the property.
Prima Housing Group Limited (202208297)
The resident has complained about: The landlord’s response to his concerns regarding the energy efficiency of his home. The landlord’s handling of communications in relation to his reports.
Westminster City Council (202105425)
The complaint is about: The landlord’s response to reports of inaccurate service charge bills relating to heating and hot water. The landlord’s complaint handling.
Harlow District Council (202121157)
The complaint is about the landlord’s handling of the resident’s request for it to replace a wall in her back garden, and her safety concerns surrounding this.
Platform Housing Group Limited (202116253)
The complaint is about the landlord’s handling of the resident’s concerns regarding grounds maintenance and his request for a refund of the grounds maintenance service charge.
The Riverside Group Limited (202118590)
The complaint is about: the level of service charges compared with other properties on the development. the landlord’s response to the resident’s concerns and queries in relation to service charges and the service provided.
Abri Group Limited (202109697)
The complaint is about: The landlord’s decision to decline the resident’s request to level their garden to make it more accessible. The landlord’s complaint handling.
City of York Council (202205506)
The complaint is about: The landlord's response to the resident's reports about ongoing noise nuisance. The landlord’s decision to not allow the resident to move until they have lived in their property for 12 months.
London & Quadrant Housing Trust (202015388)
The complaint is about: The landlord’s response to the resident’s reports of heating issues within his property and his concerns about increased energy costs. The landlord’s handling of the associated complaint.
Steve Biko Housing Association Limited (202120451)
The complaint is about the landlord’s response to the resident’s reports of noise nuisance.
The Riverside Group Limited (202209646)
The complaint is about the landlord’s response to the resident’s request for her shower cubicle to be replaced.
Yorkshire Housing Limited (202200048)
The complaint is about: The landlord’s handling of reports of sewage flooding into the property and the associated works to repair the damage caused. The landlord’s handling of the complaint through its internal complaints procedure.
Barking and Dagenham Council (202113701)
The resident complains about: How the landlord handled her reports of damp and mould in the property. How the landlord handled her formal complaint.
Clarion Housing Association Limited (202102226)
The complaint is about the landlord’s: Response to the resident’s fire safety enquiries. Complaints handling.
Cognatum Estates Ltd (201914352)
The complaint is about the landlord’s response to: The resident’s reports about a member of staff. The related complaint.
Estuary Housing Association Limited (202211445)
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Response to the resident’s concerns about staff conduct. Handling of the resident’s complaint.
Livv Housing Group (202113921)
The complaint is about the landlord’s: Handling of the resident’s reports about the condition of her garden; Response to reports of outstanding repairs to the drainage at the property. This investigation has also considered the landlord’s: Communication; Record keeping and complaint handling.
London Borough of Barking and Dagenham (202210149)
The complaint is about the landlord’s handling of: The resident’s report of a communal repair, her associated health and safety concern, and the subsequent offer of compensation for this. The associated complaint.
London & Quadrant Housing Trust (L&Q) (202213796)
The complaint is about: The landlord's response to the resident's report about dog fouling in front of her property. The landlord’s handling of the associated complaint.
Newham Council (202111993)
The complaint is about the landlord’s response to the resident’s reports about damp and mould in his property.
Newham Council (202205617)
The complaint is about the landlord’s: Response to the resident’s concerns about the standard of services provided by the landlord in respect of repairs, caretaking and maintenance. Complaint handling.
Royal Borough of Kensington and Chelsea (202210570)
The complaint is about the landlord's handling of repair works following the resident's reports of a leak from the above property, including the length of time taken and the standard of the redecoration works.
Somerset Council (202115567)
The complaint is about the landlord’s handling of the resident’s: Concerns about asbestos in her home. Allegation about the behaviour of a contractor. Requests for repairs to the bathroom extractor fan and garden gate. Complaint.
Southwark Council (202207291)
The complaint is about the landlord’s decision to decline the resident’s mutual exchange application, on the basis that he was responsible for vandalising his kitchen.
Swindon Borough Council (202213848)
The complaint is about the landlord’s handling of the resident’s allegations that its operative damaged her fence.
Lewisham Council (202207293)
The complaint is about the landlord’s handling of:
Nottingham City Homes Registered Provider Limited (202121216)
The complaint is regarding the landlord’s handling of the resident’s request for a rehousing priority.
Notting Hill Genesis (NHG) (202124961)
The resident has complained about the landlord’s handling of his application to staircase. A further complaint was made regarding the landlord’s customer service.
One Housing Group Limited (202210259)
The complaint is about: The response provided on the resident’s request for copies of invoices and receipts from service charges for financial year 20/21. The response provided on the resident’s queries relating to actual spend reported for service charges in the 19/20 and 20/21 financial year. The way in which …
Peabody Trust (202123676)
The complaint concerns: The level of compensation offered by the landlord following the loss of heating and hot water for a five-week period. The associated complaints handling.
Tower Hamlets Homes (202204969)
The complaint is about: The landlord’s handling of repairs to a communal waste pipe. The landlord’s response to the resident’s request for compensation following a blockage in a communal waste pipe. The landlord’s handling of the associated complaint.
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)