Sovereign Network Homes (202127215)
The complaint is about the landlord’s handling of: The resident’s enquiries about service charges for communal electricity. The resident’s complaint.
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 (202216106)
The complaint is about the level of compensation the landlord has offered for damage caused by its contractor to the wallpaper and a set of drawers in the resident’s bedroom.
Bristol City Council (202120397)
The complaint is about the landlord’s handling of the resident’s reports about the poor condition of their neighbour’s garden.
Clarion Housing Association Limited (202128256)
The complaint is about the landlord’s: response to the resident’s reports about a communal wall; complaints handling.
Southwark Council (202102902)
The complaint is about the landlord’s handling of the resident’s reports of loss of heating to her home. The Ombudsman has also assessed the landlord’s complaint handling.
The Riverside Group Limited (202207502)
The complaint is about the landlord's handling of the resident’s reports of poor quality work and damage caused by contractors when replacing her kitchen and bathroom, and the compensation offered for this.
Welwyn Hatfield Borough Council (202107327)
The complaint is about: The landlord’s response to the resident’s concerns about the condition of the property at the start of her tenancy. The landlord’s response to the resident’s reports of damp and mould throughout the property and its handling of repairs. The landlord’s response to the resident’s request for …
Islington Council (202126743)
The complaint is about the landlord’s: Response to the resident’s reports of an infestation of mice at his property. Handling of the related complaint.
London Borough of Hounslow (202206213)
The complaint is about the landlord’s: Handling of repairs to the ventilation system in the resident’s bathroom. Response to the resident’s request to be reimbursed for renovation works to her bathroom that she completed independently. Response to the resident’s concerns about the conduct of a staff member.
London & Quadrant Housing Trust (202209429)
The complaint is about the landlord’s response to the resident’s request for their fence to be repaired.
Paragon Asra Housing Limited (202206764)
The complaint is about the landlord’s: Response to the resident’s request for her kitchen to be renewed. Handling of repairs to the resident’s kitchen. Handling of repairs to the resident’s toilet. Handling of repairs to the resident’s skylight. Handling of the resident’s reports of damp and mould in the property. …
Birmingham City Council (202122983)
The complaint is about: The landlord’s refusal to replace the resident’s kitchen. The landlord’s record keeping.
Clarion Housing Association Limited (202109046)
The complaint is about: The landlord’s response to the resident’s concerns related to staff conduct. The landlord’s complaint handling.
Hyde Housing Association Limited (202206639)
The complaint is about the landlord’s: Response to the resident’s concerns that the property was unhabitable. Handling of repairs that the resident reported on the start date of his tenancy. Complaint handling. Record keeping.
Lewes District Council (202128624)
The complaint is about the landlord's handling of: The resident’s request for the kitchen to be adapted to allow for the installation of a dishwasher. The resident’s reports of cracks behind the boiler.
Royal Borough Of Greenwich (202121873)
The complaint is about the landlord’s handling of the resident’s complaints of gaps between the concrete floor and skirting boards in the property, and a subsequent draught and cold.
Settle Group (202208571)
The complaint is about: The landlord’s handling of the resident’s reports of defects in his property including the length of time taken to rectify this. The associated complaint handling.
The Guinness Partnership Limited (202204790)
The complaint is about the landlord’s handling of reports received about the resident’s behaviour towards concierge staff.
Your Housing Limited (202127504)
The complaint is about the landlord’s handling of: The repair of the resident’s front door lock, and the subsequent offer of compensation for this. The associated complaint.
West Kent Housing Association (202123016)
The complaint is about the landlord's response to the resident’s concerns about proposed changes to the alert systems at their property.
Anchor Hanover Group (202210252)
The complaint is about: The landlord’s response to the resident’s concerns about the hedge at the rear of her property. The landlord’s response to the resident’s report of staff conduct. The landlord’s handling of the associated complaint.
East End Homes Limited (202017580)
The complaint is about the landlord’s: Response to the resident’s reports of flooding at his property and the associated damage. Complaint handling.
London Borough of Ealing (202014662)
The resident’s complaint is about the landlord's handling of his complaints of Anti Social Behaviour (“ASB”) by neighbours and the impact of the neighbours smoking.
London & Quadrant Housing Trust (202203488)
The complaint is about the landlord’s handling of a job to replace the resident’s blind. This Service has also made a separate finding regarding the landlord’s handling of the complaint.
Optivo (202108988)
The complaint is about the landlord’s handling of: the resident’s request to be rehoused. the resident’s complaint.
Optivo (202114279)
REPORT COMPLAINT 202114279 Optivo 20 January 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 set out […]
The Riverside Group Limited (202208873)
The complaint is about the landlord's response to the resident’s reports about her fence.
Hammersmith and Fulham Council (202109579)
REPORT COMPLAINT 202109579 Hammersmith and Fulham Council 16 January 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to […]
Leeds City Council (202211100)
The complaint is about the landlord’s handling of the resident’s reports of repair issues with the back door.
London Borough of Croydon (202117164)
The complaint is about: The landlord’s handling of the resident’s succession to her late mother’s tenancy. The landlord’s associated complaint handling.
Optivo (now Southern Housing) (202117753)
The resident has complained about the following: The landlord’s handling of works to resolve the ventilation, drainage, and access issues at the property. Damage to the resident’s belongings. The contractor’s behaviour.
Peabody Trust (202203065)
The complaint is about the landlord’s response to the resident’s: reports regarding pest proofing works; request for permission for new wood flooring.
West Kent Housing Association (202000668)
The complaint is about the landlord’s response to the resident’s reports of defects with his new build property.
Haringey London Borough Council (202127394)
The complaint is about the landlord’s handling of the resident’s application to succeed the tenancy of their late father.
Harlow District Council (202209969)
The complaint is about the landlord’s handling of: The resident’s report that his toilet was not flushing. The associated complaint.
Metropolitan Thames Valley Housing (MTV) (202117995)
The resident has complained about: The landlord’s response to queries regarding the level and administration of the service charges. The landlord’s handling of the formal complaints process.
Peabody Trust (202208073)
The complaint is about the landlord’s: Response to the resident’s request for access to scaffolding to be relocated. Handling of the resident’s complaint.
Camden Council (202112376)
REPORT COMPLAINT 202112376 Camden Council 17 January 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 set […]
Central and Cecil Housing Trust (202121654)
The complaint is about the landlord’s: Response to concerns raised by the resident about repairs to the bathroom in 2018. Complaint handling.
Guinness Housing Association Limited (202206324)
The complaint is about the amount of compensation offered by the landlord following its handling of a sewage leak at the resident’s home.
Haringey London Borough Council (202205995)
The complaint concerns how the landlord handled works to rectify damp and mould in the resident's property.
Paragon Asra Housing Limited (202204396)
The complaint is about the landlord’s handling of the resident’s application for rehousing.
Platform Housing Group Limited (202114713)
The complaint is about the landlord’s: handling of the kitchen replacement. handling of repairs to the toilet flush. response to the resident’s concerns about contaminated drinking water. communication, complaint handling and offer of compensation.
Riverside Housing Co-operative (Redditch) Limited (202204443)
The complaint is about the landlord’s: response to the resident’s reports of a draught impacting his property; complaints handling.
Sanctuary Housing Association (202209120)
The complaint is about the landlord’s response to the resident’s reports regarding her: toilet (including the quality of repair works, record keeping, communication, and level of compensation); windows.
Sandwell Metropolitan Borough Council (202204475)
The complaint is about the landlord’s response to the resident’s reports that its contractor damaged her kitchen flooring.
Tower Hamlets Homes (202213177)
The complaint is about the landlord's handling of a gas safety check at the resident's property and errors in its complaint responses.
Wakefield And District Housing Limited (202118426)
This complaint is about the landlord’s handling of the resident’s request for a sink to be installed in the downstairs toilet and a toilet to be installed in the upstairs bathroom.
Hammersmith and Fulham Council (202113566)
The complaint is about the landlord’s response to the resident’s reports regarding her sink.
Hammersmith and Fulham Council (202206648)
The complaint is about the landlord’s handling of the resident’s:: Report of a kitchen window leak. Report of a kitchen roof leak. 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)