Islington Council (202310041)
The complaint is about the landlord’s handling of the resident’s concerns about the accessibility of an exit barrier to his estate. The landlord’s complaint handling has also been investigated.
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
Islington Council (202341765)
This complaint is about the landlord’s handling of reports of issues with the heating and hot water system.
Lambeth Council (202232225)
The complaint is about the landlord’s handling of the pre-action protocol and specifically not having given the resident notice of eviction.
LiveWest Homes Limited (202307061)
The complaint is about the landlord’s handling of persistent leaks into the resident’s flat from the roof and upper balcony area. This Service has also investigated the landlord’s handling of the resident’s complaints.
London Borough of Camden Council (202233880)
The complaint is about: The landlords handling of the residents reports of ongoing water leaks from the flat above. The landlords handling of the residents complaint and the amount of compensation offered. This Service has also considered the landlords record keeping.
London Borough of Redbridge (202324823)
REPORT COMPLAINT 202324823 London Borough of Redbridge 23 August 2024 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 & Quadrant Housing Trust (L&Q) (202115193)
REPORT COMPLAINT 202115193 London & Quadrant Housing Trust (L&Q) 23 August 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
London & Quadrant Housing Trust (L&Q) (202303364)
The complaint is about the landlord’s handling of: Heating repairs. Bedroom window repairs. The resident’s formal complaint.
London & Quadrant Housing Trust (L&Q) (202323031)
The complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB). Reports of damp and mould. The Ombudsman has also investigated the landlord’s handling of the complaint and the level of compensation offered.
Longhurst Group Limited (202308524)
REPORT COMPLAINT 202308524 Longhurst Group Limited 23 August 2024 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 […]
Metropolitan Thames Valley Housing (MTV) (202232303)
The complaint is about: The landlord’s handling of the resident’s reports of no heating and hot water. The landlord’s handling of the associated complaints.
Peabody Trust (202331995)
This complaint is about the landlord’s handling of: Outstanding repairs, including damp and mould in the property. Reports of no heating and hot water in the property. The associated complaint.
Raven Housing Trust Limited (202334801)
The complaint is about the landlord’s handling of the resident’s reports of: Antisocial behaviour prior to October 2023. Antisocial behaviour after October 2023.
Rugby Borough Council (202319694)
REPORT COMPLAINT 202319694 Rugby Borough Council 23 August 2024 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 […]
Southern Housing (202230390)
This investigation is about the landlord’s handling of repairs in the resident’s home.
South Kesteven District Council (202330587)
The complaint is about the landlord’s handling of: Repairs in the resident’s property and the resident’s request for improvements. The resident’s complaint.
South Tyneside Council (202301018)
The complaint is about: The landlord's handling of the resident’s reports of damp and mould. The landlord's handling of the resident’s request for a new front door. The landlord's handling of the resident’s complaint.
Sovereign Network Homes (202308206)
The landlord’s handling of reports of safety concerns with fire doors in the property.
Together Housing Association Limited (202327540)
The complaint is about the landlord’s: Response to the resident’s reports about damp and mould. Handling of the request for the heating system to be replaced. Handling of the associated complaint including the level of compensation offered.
Torus62 Limited (202214715)
The complaint is about the landlord’s handling of the resident’s report of a theft from his property.
Tower Hamlets Homes (202223024)
The complaint is about: The landlord’s response to the resident’s reports of no heating or hot water.
Unity Housing Association Limited (202308746)
The resident’s complaint is about the landlord’s decision not to install solar panels at the property. The Ombudsman has also investigated the landlord’s complaint handling.
Westminster City Council (202217291)
The complaint is about the landlord’s handling of: A bathroom leak resolved in January 2022. A request to replace the bathroom floor.
Camden Council (202323962)
The complaint is about the landlord’s response to the resident’s: Reports of noise disturbances. Reports of unauthorised alterations to the property below hers. Request for a new shower head. Reports of a blocked sink. The Ombudsman has also considered the landlord’s record keeping.
Cyron Housing Co-operative Limited (202218048)
The complaint is about the landlord’s handling of the resident’s: Reports concerning the cleaning of a communal area. Associated formal complaint.
Dacorum Borough Council (202314190)
The complaint is about the landlord's handling of works to upgrade the resident’s kitchen and bathroom. This Service has also considered the landlord’s complaint handling and record keeping.
East Devon District Council (202306755)
The complaint is about the landlord’s handling of the resident’s complaint that its contractor damaged his washing machine.
Harlow District Council (202300425)
The complaint is about the landlords handling of: Repairs to the front porch. The associated complaint.
Hyde Housing Association Limited (202335754)
The complaint is about: The landlord’s handling of repairs to the property, including damp and mould. The landlord’s handling of the complaint.
Lambeth Council (202318349)
The complaint is about the landlord’s handling of: reports of leaks from the roof and windows of the resident’s building, and the resulting damp and mould. the associated complaint.
London Borough of Hounslow (202233314)
The complaint is about the landlord’s response to the resident’s: Reports of noise from a communal gate. Reports of disturbance caused by a balcony blind in a neighbouring property. Reports of antisocial behaviour (ASB). Concerns about staffing and support. This report also looks at the landlord’s: Complaint handling. Knowledge and …
London & Quadrant Housing Trust (L&Q) (202228106)
The complaint is about the landlord’s response to the resident’s reports of water pressure issues. This Service has also considered the landlord’s complaint handling.
Notting Hill Genesis (202335114)
The complaint is about the landlord’s: Handling of the resident’s concerns that her front door may not be fire safety compliant. Handling of the redecoration of the resident’s bathroom and kitchen, following two separate leaks from the flat above her. Complaint handling.
Notting Hill Genesis (NHG) (202345782)
The complaint is about the landlord’s handling of damage caused to the resident’s property following a sewage leak due to a blocked communal stack pipe.
Orbit Group Limited (202316906)
This complaint is about: Delays in repairs to the resident’s property following a fire, and the length of time the resident and her family had been in temporary accommodation. The resident’s request for compensation for her belongings which were damaged due to the fire. The landlord’s handling of the associated …
Orbit Group Limited (202324425)
The resident’s complaint is about: The landlord’s handling of requests for repairs related to damp and mould in his property. The landlord’s handing of repairs to a toilet. The landlord’s handling of reports of pest infestations at his property. The landlord’s handling of requests for reasonable adjustments. The Ombudsman has …
Places for People Group Limited (202223017)
The complaint is about the landlord’s handling of: Repairs to the property. The removal of rubble from the garden. The resident’s reports she was told the front garden was for her exclusive use. The resident’s reports of belongings damaged by removal contractors. The resident’s complaint.
Places for People Group Limited (202314012)
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour by a neighbour. Repairs to the property, including damp and mould. The resident’s complaint.
Royal Borough of Kensington and Chelsea (202331302)
The complaint is about the landlord’s response to reports of recurring leaks and damp and mould in the property.
Royal Borough of Kensington and Chelsea (202342331)
REPORT COMPLAINT 202342331 Royal Borough of Kensington and Chelsea 22 August 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
Salix Homes Limited (202230622)
The complaint is about the landlord’s handling of: The resident’s request for compensation. The resident’s request to move.
Southern Housing (202224263)
The complaint is about the landlord’s handling of: The resident’s reports of leaks and associated damp and mould affecting her property. The resident’s reports of an inefficient heating system. The Ombudsman has decided to consider the landlord’s complaint handling.
Southwark Council (202306807)
The complaint is about the landlord’s handling of repairs to the living room door frame. The Ombudsman has considered the landlord’s complaint handling.
The Guinness Partnership Limited (202114051)
The complaint is about the landlord’s: Response to reports of drainage issues. Response to repairs to the bathroom flooring and skirting board. Level of communication provided regarding the repairs. Handling of the complaint.
Your Housing Limited (202317744)
The complaint is about: The level of the service charge and the quality of the communal services paid for through the service charge. The landlord’s handling of reports of leaks causing a lack of heating and hot water and the associated repairs. The landlord’s handling of the related complaint.
Abri Group Limited (202322589)
The complaint is about the landlord’s handling of the resident’s query about when her windows would be replaced. This Service will also investigate the landlord’s complaint handling.
Acis Group Limited (202303357)
The complaint is about the landlord’s handling of the resident’s: reports of garden fence repairs; reports of kitchen floor repairs; asbestos concerns; staff conduct concerns; associated complaint.
Clarion Housing Association Limited (202302704)
The complaint is about the landlord’s: Handling of window defects. Response to the resident’s reports of noise from building works. The Ombudsman has also investigated the landlord’s complaint handling.
Connexus Homes Limited (202324193)
The complaint is about the landlord’s response to the resident’s reports of excess cold, poor insulation, draughty windows and doors, and its communication and complaint handling.
Hexagon Housing Association Limited (202309596)
The complaint is about the landlord’s handling of: The payment of compensation for delayed shower repairs. The resident’s formal 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 | 3,021 | 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)