Metropolitan Thames Valley Housing (202009696)
The complaint is about the landlord’s response to the resident’s concerns about whether their service charges are apportioned in accordance with their lease and the reasonableness of these charges.
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
Notting Hill Genesis (201909608)
The complaint is about the landlord’s response to the resident’s reports about: his neighbour’s antisocial behaviour (ASB), including: noise nuisance; aggressive behaviour; using the resident’s bin; leaving litter in communal areas; keeping an unauthorised dog; noise caused by their faulty door; subsidence at the property; its employee breaching its data …
Optivo (202100731)
The complaint is about the landlord’s response to:
Orbit Group Limited (201909990)
The complaint is about: The landlord’s handling of reports of a defective boiler. Complaint Handling.
Peabody Trust (202007534)
The complaint is about the landlord’s:
Westminster City Council (202006854)
The complaint is about the landlord’s response to the resident’s concerns regarding: The delayed redecoration of her property, following a leak from the upstairs flat. Repairs to her front door and frame, and the communal shed gate lock. Its associated complaint handling.
Broxtowe Borough Council (202101020)
The resident is unhappy with the Council’s handling of a consultation process when reviewing independent living schemes in the area.
Citizen Housing (202005427)
The complaint is about: The landlord’s handling of the resident’s requests for repairs to the floorboards in his property prior to July 2020. The effect that the condition of the floorboards had on the resident’s health. The resident’s concerns regarding the energy performance certificate for the property. The landlord’s handling …
Clarion Housing Association Limited (202000374)
This complaint is about the landlord’s handling of: the resident’s reports of repairs needed to her property; the resident’s concerns about building insurance cover for the property; the related complaint.
Flagship Housing Group Limited (202006196)
The complaint is about landlord’s response to the resident’s request for the refund of rent and bedroom tax, following the reclassification of the property.
London Borough of Hackney (202004219)
The complaint is about the: Landlord’s handling of the resident’s reports of noise nuisance from her neighbour. Landlord’s record keeping and complaint handling. Effect of noise nuisance on the health of the resident’s family.
London & Quadrant Housing Trust (202014377)
The complaint is about the payability and reasonableness of the service charges at the property.
London & Quadrant Housing Trust (202100892)
The complaint concerns the landlord’s handling of: repairs to resolve a leak in the roof of the building, and; the resident’s request to receive a copy of a surveyor’s report following an inspection of the building.
Plymouth Community Homes Limited (201907375)
The complaint is about the landlord’s response to reports of anti-social behaviour (ASB).
Southern Housing Group Limited (202001366)
The complaint refers to: The landlord’s response to the resident’s request for compensation for the interruption of the gas supply to the property. The landlord’s handling of the resident’s Subject Access Request. The landlord’s communication and handling of the associated complaint.
Stonewater Limited (202011072)
The complaint is about the landlord’s: response to the resident’s reports of repairs required to the intercom system at the property, response to the resident’s reports of repairs required to the communal back door to the property, complaints handling.
The Guinness Partnership Limited (202011931)
The complaint concerns the landlord’s response to reports of staff conduct.
Bromford Housing Association Limited (202012675)
The complaint is about the landlord’s handling of the repair to the boiler.
Clarion Housing Association Limited (201907136)
The complaint concerns the landlord’s response to the resident’s reports of condensation on her windows.
Home Group Limited (201912966)
The complaint is about the landlord’s response to the resident’s concerns regarding the administration of the sales procedure in respect of the property which she owned.
Metropolitan Housing Trust Limited (202010666)
The complaint is about: the landlord’s handling of the resident’s request for a refund of her service charge in relation to the number of times the communal lift was not in operation; the landlord's associated handling of the complaint.
Sovereign Network Homes (202003089)
The resident complained about: The division of the rear garden to the property. The landlord’s response to their request that they be granted possession of thier neighbour’s garden.
St Albans City and District Council (202012034)
The complaint is about the landlord’s response to: The resident’s concerns about the condition of the property when the tenancy began. The resident’s concerns about the condition of the property and outstanding repairs from 2020 onwards. Pest infestations at the property. The resident’s request to be transferred to a two-bedroom …
The Guinness Partnership Limited (202005376)
The complaint is about: The landlord's response to the resident’s report that a leak from her toilet in 2020 had caused her water bill to increase. The resident’s concerns about her increased water usage between 2016 and 2020, which she says was caused by leaks in her property.
The Guinness Partnership Limited (202009057)
The complaint concerns: The landlord’s handling of the resident’s historical reports of antisocial behaviour. The landlord’s handling of the resident’s reports of antisocial behaviour from mid-2020 onwards. The impact the antisocial behaviour had on the resident and her partner’s health.
The Riverside Group Limited (202003714)
The complaint is about the landlord’s handling of a property transfer offer.
Wandsworth Council (202017417)
The complaint is about the landlord’s handling of repairs to the communal lift at the property.
Waverley Borough Council (202009012)
The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from her neighbour. The resident’s concerns about the landlord’s handling of her Freedom of Information request.
Clarion Housing Association Limited (202003044)
The complaint concerns: The landlord’s handling and administration of the resident’s service charge payments. The level of the service charge. The landlord’s handling of the formal complaint about these matters.
Hammersmith and Fulham Council (202010475)
REPORT COMPLAINT 202010475 Hammersmith and Fulham Council 14 June 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 […]
Optivo (202009015)
The complaint is about the landlord’s: Handling of repairs to the resident’s former property. Response to the resident’s request for a property transfer.
The Cambridge Housing Society Limited (202010357)
The complaint is about: The landlord’s handling of the resident’s reports of pests in her property. The landlord’s complaint handling
York Housing Association Limited (202002635)
This complaint is about the landlord’s handling of: the resident’s reports that the property had not met lettable standards; the resident’s reports of repairs needed to her property; kitchen upgrade works; the resident’s requests for it to consider her circumstances and offer appropriate support.
Birmingham City Council (202002975)
The complaint is about the landlord’s response to the resident’s request for it to redecorate, following damage caused by a leak from the roof.
Exeter City Council (202008830)
The complaint is about: the advice given to the resident concerning the Home Choice Scheme. how the landlord handled the resident’s reports of ASB including how staff communicated with her.
MHS Homes Ltd (202002094)
The complaint is about the landlord’s response to the resident’s reports of rodents in her property.
Southwark Council (202015091)
The complaint is about the landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB).
Midland Heart Limited (202013847)
REPORT COMPLAINT 202013847 Midland Heart Limited 10 June 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 […]
Clarion Housing Association Limited (202015048)
The complaint refers to: The landlord’s handling of the major adaptations to the resident’s property. The resident’s concerns about delays caused by the local authority and its appointed contractor in completing the adaptations.
Cornwall Council (202011484)
The complaints are about the landlord’s:
London Borough of Hackney (202010001)
The complaint is about the level of compensation offered by the landlord’s insurer in relation to the resident’s claim for property damage and loss of rental income following a leak from a neighbouring property.
One Housing Group Limited (202007494)
The complaint is about: The level and reasonableness of the service charges paid by the resident. The landlord’s response to the resident’s queries regarding service charges. The landlord’s response to the resident’s request for information concerning cladding on the building which the property is situated in, including the production of …
Swindon Borough Council (202008806)
The complaint is about the landlord’s response to the resident’s reports about damage to her sofa.
Your Housing Limited (202004434)
The complaint concerns the level of compensation offered to the resident by the landlord following the loss of heating and hot water in her property.
Clarion Housing Association Limited (202104519)
REPORT COMPLAINT 202104519 Clarion Housing Association Limited 8 June 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 […]
Midland Heart Limited (202101408)
The complaint is about the landlord’s handling of reports of pipe blockages and leaks into the Resident’s property.
Sanctuary Housing Association (202006890)
The complaint is about the landlord’s refusal to allow the resident to purchase the property.
Trafford Housing Trust Limited (201914289)
The complaint refers to the landlord’s response to the resident’s concerns about: The grounds maintenance provided at the property. The service charge associated with grounds maintenance at the property.
Cognatum Estates Ltd (202012911)
The complaint refers to: The landlord’s response to the resident’s report of the vegetation being removed from the trellis that runs along the boundary of her garden. The landlord’s handling of the associated complaint.
Epping Forest District Council (202009199)
The complaint is about the landlord’s demand for a charge prior to sale of the property, for the Renewable Heat Incentive Scheme (RHIS) payments it would not receive following the resident becoming legal owner.
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)