Southwark Council (202014617)
The complaint relates to the landlord’s decision to ask the resident to pay for heating and hot water costs and the level of those costs.
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
Trent & Dove Housing Limited (202004506)
The resident has complained about the landlord's handling of his reports of anti-social behaviour (ASB).
Wandle Housing Association Limited (201916149)
The complaint is about: The landlord’s response to the resident’s report of damp and mould in her bathroom, in relation to its offer of compensation. The landlord’s complaint handling.
Habinteg Housing Association Limited (202016907)
The complaint is regarding: The tone of the landlord’s communication. How the landlord sought to arrange an electrical test at the resident’s property. The landlord allegedly victimising the resident.
Lambeth Council (201910159)
The resident has complained about the landlord's handling of various repair reports in particular: Repairs to her windows. Repairs to her front door. Repairs to remedy poor external drainage and a collapsed kitchen underfloor pipe. The resident has complained about the landlord’s handling of her complaint. The Ombudsman has also …
Lambeth Council (202006404)
The resident complains about: The landlord's handling of the kitchen renewal work at the property, and; its response to her subsequent formal complaint. The Ombudsman has also considered the landlord’s record keeping.
Lambeth Council (202007286)
The resident complains about the landlord’s: Response to her reports of repairs at the property. Response to her reports of a pest control issue. Handling of the complaint. The Ombudsman has also considered the landlord’s record keeping.
Lambeth Council (202010354)
The resident has complained about the landlord's investigation of and response to his: reports of being disturbed by impact noise from the flat above because of uncovered wooden or laminate flooring. reports about his neighbour's threatening behaviour and barking dogs.
Lambeth Council (202104783)
The leaseholder complains about the landlord’s handling of his application for consent to carry out alterations to the property.
Lambeth Council (202107314)
The resident complaints about the landlord’s handling of: the installation of a shower head and water pump, and; boiler repairs. He also complains about handling of the formal complaint and the level of compensation offered by the landlord. The Ombudsman has also considered the landlord’s record keeping.
Lewisham Council (202005458)
The complaint is about the disposal of the resident’s belongings, following an eviction.
Metropolitan Housing Trust Limited (202005072)
The complaint is about the landlord’s handling of the resident’s reports of a leak, his requests for compensation, and his request to view its compensation policy.
Network Homes Limited (202104214)
The complaint is about the landlord’s response to the resident’s reports of noise nuisance.
Newlon Housing Trust (202000770)
The complaint is about: The landlord’s handling of the resident’s reports of noise disturbance from the property above. The landlord’s complaints handling.
Onward Homes Limited (201909166)
The complaint refers to: The landlord’s handling of the resident’s reports of a lack of hot water in his property and the compensation offered. The resident’s concern regarding the landlord’s comments about his behaviour and issues accessing the property to carry out repairs. The landlord’s handling of the associated complaint.
Tower Hamlets Council (202003166)
The resident complains about:
Watford Community Housing Trust (202103329)
REPORT COMPLAINT 202103329 Watford Community Housing Trust 24 November 2021 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 […]
Clarion Housing Association Limited (202013193)
The complaint concerns the landlord’s handling of:
Croydon Council (202004277)
This complaint is about the landlord’s handling of mutual exchange applications made by the resident. In particular, the resident states: The landlord discriminated against her under the terms of the Equality Act 2010. The landlord was not permitted to decline the mutual exchange at the time it did and for …
Islington Council (202017231)
The complaint is about the level of redress offered to the resident following her reports of a defective heating and hot water system.
Lambeth Council (202010775)
REPORT COMPLAINT 202010775 Lambeth Council 23 November 2021 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 […]
Lambeth Council (202112954)
REPORT COMPLAINT 202112954 Lambeth Council 23 November 2021 Our approach Under our early resolution process, the Ombudsman works with the resident and landlord to explore the issues in dispute, identify the matters that remain outstanding […]
Metropolitan Thames Valley Housing (202106386)
The complaint concerns how the landlord handled: the resident’s reports of damp and mould at the property from October 2020. historical reports of damp and mould at the property. the resident’s insurance claim for damage to her personal belongings. the residents reports that the condition of the property had caused …
Onward Homes Limited (202100742)
The resident’s complaint is about: How the landlord handled repairs to the windows in a leasehold property from 2020 onwards. How the landlord handled her formal complaint.
Optivo (202016662)
This complaint is about the landlord’s handling of the resident’s reports of a leak into his property.
Paragon Asra Housing Limited (202002651)
The complaint is about the landlord’s response to the resident’s reports of: excessive noise coming from his neighbour’s property; excessive noise from the communal door to the building; cigarette smoke entering his property from outside the building.
Trident Housing Association Limited (202109500)
The complaint is about: The landlord’s handling of toilet repairs at the property. The landlord’s communication regarding rent payments. The Ombudsman has also investigated the landlord’s complaint handling.
Bristol City Council (202012780)
This complaint is about the landlord’s response to the complainant’s reports of anti-social behaviour (ASB) involving several neighbours and counter-allegations made against the complainant.
Clarion Housing Association Limited (202008587)
The complaint is about: The level of service charges and the affordability of those charges. Issues with the correct level of estimated charges and billing in previous years. The cost level for estate services not being fair in comparison to other developments and their service charges. General concerns about the …
Clarion Housing Association Limited (202012797)
This complaint is about the landlord's response to the resident’s reports of Anti-social behaviour (ASB) and his request for a management transfer.
Gentoo Group Limited (202013767)
The complaint is about: The landlord’s response to the resident’s concerns about a repairs visit to his property on 24 November 2020. Delays in the landlord’s complaint responses.
Hammersmith and Fulham Council (202005513)
The complaint is about the landlord’s response to the resident’s reports of repair issues with her bathroom and kitchen, and the amount of compensation subsequently offered. The Ombudsman has also considered the landlord’s complaint handling in this investigation.
Hammersmith and Fulham Council (202010889)
The complaint is about the landlord’s response to the resident’s reports of damage to her property caused by a defective external wastepipe. The report will also address the landlord’s handling of the associated complaint.
Leicester City Council (202011563)
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s reports of antisocial behaviour (ASB).
London & Quadrant Housing Trust (L&Q) (202102186)
This complaint is about: The level of a service charge, following the time taken to set up a service charge account. The redress offered to the resident, following a complaint about the time taken to set up the service charge account.
Sovereign Housing Association Limited (202014664)
This complaint is about: The level and reasonableness of the resident’s service charges. The landlord’s handling of the resident’s concerns regarding: Roof repairs. External painting of the block. The standard of the grounds maintenance service. Car parking.
Anchor Hanover Group (202105451)
The complaint is about the landlord’s handling of the resident’s concerns regarding: The quality of garden maintenance carried out at the property The level of service charge.
London & Quadrant Housing Trust (202015723)
The complaint is about the landlord’s response to the resident’s: report of a water leak into her property. associated complaint.
A2Dominion Housing Group Limited (202002279)
The complaint is about the landlord’s response to the resident’s reports of: The quality of cleaning to the windows at the property. The contractor's conduct and use of PPE. The landlord’s complaint handling.
Cheshire Peaks & Plains Housing Trust (202015579)
The complaint concerns the landlord’s handling of: the resident’s reports concerning multiple outstanding repair issues at the property prior to April 2021.
East Midlands Housing Group Limited (202109071)
The complaint is about: The landlord’s handling of the resident’s complaint about the administration of his service charge/rent account. The level and reasonableness of the resident’s service charges.
Gateshead Metropolitan Borough Council (202012425)
The complaint is about the landlord’s handling of: - The resident’s report of a flood in her bathroom. The resident’s reports of consequential damage to the bathroom and kitchen. The resident’s complaint.
Harlow District Council (202100729)
The complaint is about the landlord’s response to the resident’s concerns about hazardous items being left in communal areas.
London & Quadrant Housing Trust (202005639)
This complaint is about the landlord’s decision to withdraw its discretionary offer to the resident of a management transfer to another property.
London & Quadrant Housing Trust (202012533)
This complaint is about the level of redress the landlord offered in respect of its acknowledged delays and failures whilst handling repairs and the resident’s subsequent complaint.
London & Quadrant Housing Trust (202112196)
REPORT COMPLAINT 202112196 London & Quadrant Housing Trust 19 November 2021 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. […]
Metropolitan Housing Trust Limited (202011982)
This complaint is about the landlord’s decision to change the energy supplier for the provision of communal heating in the building.
Metropolitan Housing Trust Limited (202014430)
The resident’s complaint concerns: The landlord's response about the standard of cleaning and ground maintenance in the communal areas. The landlord’s complaint handling.
Notting Hill Genesis (201811579)
The complaint is about the landlord’s response to the resident’s reports of: Excessive heat in the property. Anti-social behaviour (ASB) at the property. The issuing of a Notice of Seeking Possession. The landlord’s complaint handling.
Orbit Group Limited (202009649)
The complaint is about the landlord’s: Handling of the resident’s management move. Response to the resident’s concerns about the cost of heating at the property. Response to the resident’s concerns about a safeguarding matter being raised. Response to the resident’s concerns about a contact restriction.
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)