GreenSquareAccord Limited (202229616)
The complaint is about the landlord’s handling of the resident’s report of a suspected carbon monoxide leak. The Ombudsman has also considered 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
Home Group Limited (202203465)
This complaint is about: The level of compensation offered by the landlord following a wide range of repair, cleaning, communication, gardening and maintenance issues in the resident’s home and the communal areas of his block. The resident’s concern that the bathroom in his property was not as advertised when he …
Metropolitan Thames Valley Housing (MTV) (202123080)
The complaint is about the landlord’s handling of the resident’s: Report about the condition of the property when it was let and outstanding repairs. Associated formal complaint and communication.
MHS Homes Ltd (202215054)
The complaint is about the landlord’s handling of: reports of repairs needed to the roof. reports of damp and mould and lack of insulation. the related complaint. The complaint is also about impact of damp and mould on the resident’s family’s health. The Service has also considered the landlord’s record …
Peabody Trust (202102403)
The complaint is about the landlord’s handling of the resident’s request for it to secure its own access to the communal plant room. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Peabody Trust (202114635)
The complaint is about the landlord’s: Handling of reports about bedbugs in the property. Complaint handling.
Star Housing (202220505)
The complaint is about: The information provided by the landlord before the resident accepted the tenancy. The landlord’s response to the resident’s request to alter the property. The Ombudsman has also investigated the landlord's complaint handling.
Two Rivers Housing (202127822)
The complaint is about the landlord’s handling of the resident’s reports of damp and mould at the property and the replacement of a broken window.
Westminster City Council (202210315)
The complaint is about the landlord’s handling of: Reports of a leak into the resident’s property. The associated complaint.
Clarion Housing Association Limited (202200962)
The complaint is about the landlord’s handling of the resident’s concerns: about service charges and that he is being charged for services he does not receive; he was advised incorrectly he was in rent arrears; over the landlord’s staff conduct. The Ombudsman has also considered the landlord’s complaint handling.
Islington Council (202111325)
REPORT COMPLAINT 202111325 Islington Council 14 December 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 […]
London Borough of Hackney (202308223)
The complaint is about the landlord's handling of: The resident's reports of a toilet leak, and the subsequent damage to the kitchen. The resident's reports of damp and mould and the associated repairs. The resident's complaint and request for compensation.
London Borough of Havering Council (202216067)
The complaint is about the landlords’ handling of: repairs to the guttering, and internal remedial works and damage to the resident’s belongings. The Ombudsman has also considered the associated complaint handling.
London Borough of Sutton (202204166)
This complaint is about the landlord’s: Response to the resident’s concerns about the property’s condition on letting. Complaint handling.
London & Quadrant Housing Trust (L&Q) (202121266)
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also investigated the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202209759)
The complaint is about the landlord’s: handling of repairs to the balcony door; handling of reports of a rat infestation; complaint handling
Places for People Group Limited (202210881)
The complaint is about the landlord’s handling of the resident’s: Reports of a leak and subsequent repairs. Formal complaint.
Poplar Housing And Regeneration Community Association Limited (201906790)
REPORT COMPLAINT 201906790 Poplar Housing And Regeneration Community Association Limited 14 December 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]
Thurrock Council (202220272)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and hate crime.
Tower Hamlets Homes (202122079)
The complaint is about: The landlord’s handling of the resident’s concerns about fire safety, including how it processed the EWS1 form. The landlord’s handling of the resident’s complaint.
Westminster City Council (202212609)
The complaint is about the landlord’s: Response to the resident’s reports of water ingress. Complaint handling.
Your Housing Limited (202207068)
The complaint is about the landlord’s handling of: The resident’s reports of leaks in the property. The residents decant and compensation payments. Boiler repairs.
Colchester City Council (202201413)
The complaint is about the landlord’s response to the resident’s: Reports about damp and mould. Reports about a pest infestation. Concerns about the conduct of the landlord’s staff. The Ombudsman has also considered the landlord’s complaint handling and record keeping.
Home Group Limited (202225677)
The complaint is about the landlord’s handling of: - A leak and associated repairs. The Ombudsman has also investigated the landlord’s complaint handling.
London Borough of Hackney (202301936)
The complaint is about the landlord’s: Handling of the repair of leaks from the property above the resident. Handling of the repair of the resident’s bathroom and hallway ceilings damaged by the leaks.
London Borough of Newham (202205719)
The complaint is about the landlord’s: Handling of the resident’s reports about noise nuisance and antisocial behaviour (ASB). Complaint handling.
Metropolitan Thames Valley Housing (MTV) (202202688)
The complaint is about the landlord’s response to: The resident’s request for a door replacement. The resident’s reports of noise transference and soundproofing issues. This report has also investigated the landlord’s complaint handling.
Paragon Asra Housing Limited (202208013)
The complaint is about the landlord’s handling of a leak affecting the property, including the time taken to complete repairs. The landlord’s complaint handling has also been investigated.
Waltham Forest Council (202217685)
REPORT COMPLAINT 202217685 Waltham Forest Council 12 December 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. […]
Brighter Places (202113425)
The complaint is about the landlord's handling of the resident’s : Reports of damp and mould, and the associated repairs. Request to repair the back door. Complaint.
Chelmer Housing Partnership Limited (202201298)
The complaint is about the landlord’s handling of the resident’s: Report about the conduct of an employee. Report that the expected work was not completed. Associated formal complaint and communication.
Clarion Housing Association Limited (202007763)
The complaint is about the landlord’s handling of the resident’s reports about: Bathroom wall cracks, flaking paint and replacement of a rusty radiator. Issues with the kitchen extractor fan. This Service has also investigated the landlord’s complaint handling.
Golding Homes Limited (202206194)
The complaint is about the landlord’s: Response to the resident’s reports of overflowing gutters. Response to the resident’s reports of drains being flooded following the jet washing of a neighbouring building. Response to the resident’s reports of a boiler problem that left her without heating or hot water for four …
Clarion Housing Association Limited (202118686)
The complaint is about the landlord’s handling of the resident’s concerns about: The condition of the property when it was first let. When the rent was first payable from. Repairs at the property. A gas leak.
Hyde Housing Association Limited (202127257)
The complaint is about the landlord’s: handling of the resident’s reports of smoke ingress to her property. response to the resident’s reports of antisocial behaviour (ASB). Complaint handling.
Leeds City Council (202205555)
The complaint is about the landlord’s handling of: repairs, including to the roof, the front door, the side door, damp and mould in the kitchen, a kitchen plug socket, the toilet, holes in the concrete hallway floor, a hole in the bottom step, the bedroom radiator, silicone around the bath, …
Torus62 Limited (202208222)
The complaint is about the condition of the property at the start of the tenancy.
Hyde Housing Association Limited (202121443)
The complaint is about the landlord’s handling of the resident’s: Application to succeed her late mother's tenancy. Repairs including leaks and mould. Reports of rubbish in and around the property. Formal complaint The Ombudsman has also considered the landlord’s knowledge and information management.
Lambeth Council (202107857)
The complaint is about the landlord’s handling of the resident’s reports concerning: Leaks, damp and mould in the property. Repairs required to the kitchen window. The associated complaint.
Metropolitan Thames Valley Housing (MTV) (202212445)
The complaint is about the landlord’s response to the resident’s reports of structural noise issues with the property.
Nottingham City Council (202318633)
The complaint is about the landlord’s handling of the resident’s: Request to be re-housed. concerns about staff conduct . reported repairs and the condition of the property at the time it was let to the resident. associated complaints.
Nottingham City Homes Limited (202318636)
The complaint is about the landlord’s handling of the resident’s: Request to be re-housed. Concerns about staff conduct . Reported repairs and the condition of the property at the time it was let to the resident. Associated complaints.
Paragon Asra Housing Limited (202205137)
The complaint is about the landlord’s handling of: Repairs to the resident’s kitchen following a leak from the property located above and from the external brickwork and carrying out an asbestos survey. The conduct of the landlord’s surveyor and contractors. The associated complaint.
Tower Hamlets Homes (202205782)
The complaint is about: The condition of the property when the resident moved in. The information provided about the property. The landlord's handling of repairs to the property. The landlord’s response to the resident’s request for costs incurred.
Estuary Housing Association Limited (202205214)
The complaint is about: The landlord’s handling of the resident’s reports of repairs to: Plumbing – Water tank/boiler, shower, taps and drainage; Roof leak and ceiling damage; Window; Garage door. The landlord’s complaint handling .
LiveWest Homes Limited (202216455)
The complaint is about: the landlord’s handling of the decision to decommission the resident’s property; the landlord’s handling of the resident’s rehousing concerns.
Onward Homes Limited (202004708)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) by a neighbour.
Paragon Asra Housing Limited (202205293)
The complaint is regarding the landlord’s; Handling of the repair of a leak. Handling of the repair of the communal entrance door. Handling of the resident’s reports about antisocial behaviour. Communication with the resident regarding rent arrears.
Platform Housing Group Limited (202118249)
The complaint is about the landlord’s handling of the resident’s concerns about: The level of insulation in the property. The condition of the external brickwork. The condition of the heating system. This Service will also assess the landlord’s complaint handling.
Aster Group Limited (202216842)
The complaint is about: The landlord’s introduction of a service charge for the maintenance of a fall arrest system on the roof of the resident’s property. The landlord’s handling of maintenance to the ‘living roof’ at the resident’s property. The landlord’s handling of requests for repairs to the ‘living roof’.
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)