East Midlands Housing Group Limited (202007482)
The complaint is about the landlord’s response to: The resident’s concerns regarding the level of service charges. The administration of the service charge account and its communication.
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
Metropolitan Housing Trust Limited (202102028)
The complaint is about: The landlord’s response to the resident’s request to carry out alterations to her garden. The landlord’s handling of the associated complaint.
Nottingham City Homes (202016013)
REPORT COMPLAINT 202016013 Nottingham City Homes 26 July 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 […]
South Tyneside Housing Ventures Trust Limited (202012516)
The complaint is about the standard of cleaning carried out at the property.
Bromsgrove District Housing Trust Limited (202013026)
The resident complained about the landlord's response to: his report of flooding at the property. his concern that the flooding was the result of the property’s flawed development / construction. his request for compensation.
Catalyst Housing Limited (201914673)
The complaint is about the landlord’s response to the resident’s complaint about: Fly tipping; Dog hairs in the communal areas; Noise nuisance from communal doors and front doors; Its pet policy; A designated point of contact.
Evolve Housing + Support (202012898)
The complaint refers to: The landlord’s handling of a leak in the building. The landlord’s response to the resident’s request for compensation for his damaged items. The landlord’s handling of the associated complaint. The resident’s concerns that the landlord had been negligent and his claim for damages.
Greenwich Council (202006184)
The complaint is about the landlord’s handling of the resident’s reports of an odour in his property.
London Borough of Hillingdon (202004603)
The complaint is about the landlord’s: Handling of the replacement of the front door. Handling of the installation of an extractor fan. Response to the resident’s reports of damp and mould. Response to the resident’s reports of defects to the windows. Complaint handling.
Ongo Homes Limited (202015902)
The complaint refers to: The landlord’s handling of the resident’s reports of a rodent infestation in her property. The resident’s concerns regarding the pest control company arranged by the landlord and the camera placed in her loft.
Optivo (202007796)
The resident has complained about: The landlord’s response to requests for information supporting the service charges. The landlord’s organisation of resident meetings. The landlord’s handling of parking at the development, and the associated gate repairs. The landlord’s response to concerns about the quality of the communal gardening and cleaning services. …
Platform Housing Group Limited (202012058)
REPORT COMPLAINT 202012058 Platform Housing Group Limited 23 July 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 […]
Royal Borough of Kensington and Chelsea (202012553)
The complaint is about the landlord’s handling of the resident’s reports of concerns over the conduct of its contractors.
Thirteen Housing Group Limited (202010684)
The complaint is about the landlord’s handling of the resident’s concerns about its management of the stair lifts servicing the building.
Bromford Housing Association Limited (202006884)
The complaint is regarding the landlord’s handling of the lettings process for the complainant’s former tenancy.
Clarion Housing Association Limited (202001388)
This complaint is about the landlord’s handling of: concerns raised by the resident about communal cleaning; repairs to the communal door; the resident’s reports of a faulty front door to his flat.
Clarion Housing Association Limited (202007823)
The landlord’s handling of the resident’s reports of noise nuisance from the flat above.
Newham Council (202101367)
The complaint is about the landlords handling of the resident’s request for compensation following a decant from her property.
Notting Hill Genesis (202014861)
This complaint is about the landlord’s handling of: the resident’s concerns about the condition of a communal lobby; the related complaint.
Peabody Trust (202009412)
The complaint is about the landlord’s response to the resident’s reports of noise nuisance from a neighbouring property.
Welwyn Hatfield Borough Council (202013840)
The complaint is about the landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB), namely, the use of cannabis by her neighbours.
Clarion Housing Association Limited (202001459)
The leaseholder complains about: delays to a window repair from September 2019; delays to repairs to a door entry system; service charges for repairs to a door entry system, and; complaint handling.
London & Quadrant Housing Trust (202002368)
The complaint refers to: The landlord’s response to the resident’s reports of a water leak into her property. The resident’s concern that she should be paying her service charge directly to the managing agent of the building instead of the landlord. The resident’s concerns about the level of her service …
London & Quadrant Housing Trust (202017370)
The complaint is about the landlord’s: Response to the resident’s concerns regarding the requirement to carry out fire safety remedial works in the building which he owns a property in. Response to the resident’s concerns that it was not responsible for works to upgrade or renew the front entrance door …
Midland Heart Limited (202101516)
The complaint concerns the landlord’s decision to decline the resident’s request to purchase her property under the right to buy scheme.
Newham Council (202009415)
The complaint is about the landlord’s: administrative error when it provided the resident with a tenancy agreement with a rent figure that was incorrect, request that the resident sign a new tenancy agreement with a rent figure the resident disputed.
South Tyneside Council (202105807)
The complaint concerns reports of an abandoned vehicle in a parking bay opposite the resident’s property.
Trafford Housing Trust Limited (202008540)
The resident complained about the landlord's response to his complaint that he had been left without heating and hot water for 18 months between 2016 - 2018.
A2Dominion Housing Group Limited (202012837)
The complaint concerns the landlord’s: Handling of repairs to resolve water leaks into the property. Compensation offer to the resident for delays in fixing the leaks. Formal complaint into these matters.
Havering Council (202008258)
The complaint concerns: The landlord’s response to the resident’s reports of mould at her property and the remedial works offered by it for this. The landlord’s handling of the associated complaint.
Hyde Housing Association Limited (202000095)
The complaint is about the landlord’s: Response to the resident’s request to replace the kitchen worktop. Complaint handling.
London & Quadrant Housing Trust (202009045)
The complaint refers to: The landlord’s handling of repairs following a leak from the roof of the resident’s building. The landlord’s response to the resident’s request for compensation for distress and inconvenience and costs incurred as a result of the leak. The resident’s request for his rent to be reimbursed …
Nottingham City Council (202005867)
The complaint concerns the landlord’s handling of the resident’s report of the loss of hot wate r and heating following a water leak at her property.
Peabody Trust (202011082)
The complaint is about the landlord’s handling of the leaseholder’s complaint about: His reports of a leak outside his property. His request for information on making an insurance claim. Events that occurred after the final complaint response of 7 December 2020.
Redwing Living Limited (202001090)
The complaint is about the landlord’s handling of: The replacement of the resident’s storage heaters. The resident’s reports of exposed wiring in the lounge. The impact of the above issues on the resident’s health.
Sovereign Housing Association Limited (202016624)
The complaint concerns the landlord’s decision to decline the resident’s applications to purchase the property under the Preserved Right to Buy (PRTB) and Right to Acquire (RTA) schemes.
Croydon Council (201910960)
The complaint is about the landlord’s: handling of repairs which the resident reported when she moved into the property and; complaint handling.
GreenSquareAccord Limited (202014306)
The complaint is about: The landlord’s response to the resident’s concerns about the safety of storage heaters installed in her property. The landlord’s handling of the associated complaint.
Hyde Housing Association Limited (201909034)
The complaint concerns the level and reasonableness of the service charges.
London & Quadrant Housing Trust (202000245)
The complaint refers to: The landlord’s introduction of a communal caretaking service and service charge for this. The resident’s concerns about the level of service charge and her request for this to be removed. The resident’s concerns about the frequency and standard of service received. The landlord’s handling of the …
Newham Council (202002206)
REPORT COMPLAINT 202002206 Newham Council 20 July 2021 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman Scheme. The Ombudsman must determine whether a […]
Newlon Housing Trust (202004296)
The landlord’s handling of a reoccurring leak from the flat above the resident’s property.
Notting Hill Genesis (202002474)
The complaint is about the landlord’s: response to the resident’s reports of a leak at his property and the subsequent damage that occurred; advice regarding the resident’s application for consideration of medical grounds for his transfer application; response following missed appointments by its repair operatives; complaints handling.
Paragon Asra Housing Limited (202100556)
The complaint is about the landlord’s response to the resident’s concerns about the conduct of its staff and the issuing of a tenancy caution.
Peabody South East Limited (201911503)
The complaint concerns: The landlord’s handling of the resident’s reports of damp and cold in his home. The landlord’s complaints handling.
Yorkshire Housing Limited (202011704)
The resident’s complaint is about the level of rent they are being charged.
Barnet Council (202012764)
The landlord’s handling of the resident’s reports of fly infestation at their property.
Cheshire Peaks & Plains Housing Trust (202010792)
The complaint is regarding: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of ASB reports made against the resident. The landlord’s complaint handling.
Clarion Housing Association Limited (202015290)
The complaint is about: The landlord's handling of repairs to the resident's front door. The landlord’s handling of the associated complaint.
Notting Hill Genesis (201915709)
The complaint is about: the landlord’s response to the resident’s reports of a blocked sink. how the landlord responded to 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 | 3,023 | 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)