Optivo (202012148)
The complaint is about:
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
Sanctuary Housing Association (202006019)
The complaint is about: The landlord’s handling of the resident’s report of an obstruction on her driveway. Complaint handling.
Southwark Council (202013842)
The complaint concerns the landlord’s handling of the resident’s report of a water leak in his property.
Thames Valley Housing Association Limited (202009548)
The complaint concerns the landlord’s handling of the resident’s complaint relating to the condition of the roof.
Torus62 Limited (202010327)
The complaint is about the landlord’s handling of: the resident’s antisocial behaviour reports concerning two neighbouring properties. the resident’s concerns about asbestos in the property she resides in.
Clarion Housing Association Limited (201915794)
The complaint is about: The landlord’s response to the resident’s reports of damp and mould in the property. The landlord’s response to the resident’s request to be permanently decanted to a three-bedroomed property. Complaint handling.
Clarion Housing Association Limited (202004382)
The complaint is about the landlord’s: Response to the resident’s request for a new front door. Response to the resident’s request to replace the gas fire. Complaint handling.
Greatwell Homes Limited (202004324)
The complaint is about: The landlord’s unannounced visits to the property on 29 July 2019; The unannounced visit to the property on 4 September 2020 and; Complaint handling.
Hammersmith and Fulham Council (202011308)
The complaint is about the landlord’s response to the resident’s reports of damp and mould in her property.
Incommunities Limited (202005780)
The complaint is about to the landlord’s response to the resident’s: Reports of anti-social behaviour (ASB) relating to vehicles parking in disabled bays. Reports of dogs fouling on pavements. Concerns about the condition of the pavements.
London & Quadrant Housing Trust (201909237)
The complaint is about the landlord’s response to the resident’s reports of repairs in the property and a delay in activating her rent account.
Metropolitan Housing Trust Limited (202010164)
The complaint is about the landlords handling of the residents reports concerning the maintenance of roads outside the property.
Network Homes Limited (202000884)
REPORT COMPLAINT 202000884 Network Homes Limited 26 May 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 […]
London Borough of Hackney (202002516)
The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB). Response to the resident’s request for a property transfer. Response to the resident’s reports of mould in the property. Complaint handling.
Midland Heart Limited (202008032)
REPORT COMPLAINT 202008032 Midland Heart Limited 25 May 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 […]
Southwark Council (202011129)
The complaint concerns the landlord’s handling of the resident’s: reports of loud noise from the water pipework. reports of a leak from a bathroom tap. request to reimburse their water bill. The associated formal complaint.
Southwark Council (202011769)
The complaint concerns the landlord’s response to the resident’s reports of repairs required to the kitchen window in his property the landlord’s handling of the resident’s formal complaint about the matter.
Clarion Housing Association Limited (201806894)
The complaint is about the landlord’s response to the resident’s reports about antisocial behaviour (ASB) from her neighbour.
Clarion Housing Association Limited (202010192)
The complaint is about the landlord’s response to the resident’s reports about; the heating/hot water system at the property; parking.
London Borough of Redbridge (202008791)
The resident has complained about: the local authority Environmental Health team’s decision not to take enforcement action against his neighbour for alleged statutory noise nuisance. the landlord’s response to the resident’s reports of noise-related anti-social behaviour (‘ASB’) by his neighbour. the landlord’s handling of the associated complaint.
Nottingham Community Housing Association Limited (202014309)
REPORT COMPLAINT 202014309 Nottingham Community Housing Association Limited 18 May 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 […]
One Housing Group Limited (202011080)
The complaint is about: The landlord’s handling of the resident’s proposed sale of her property. The landlord’s handling of the associated complaint.
One Housing Group Limited (202014420)
The complaint refers to: The landlord’s response to the resident’s requests for a breakdown of the service charges for the 2018-19 and 2019-20 periods. The resident’s concern that the landlord has not acted in line with its legal obligations regarding her request for information. The landlord’s handling of the associated …
Orbit Group Limited (201808557)
The complaint is about the landlord’s handling of the resident’s: Request to move to another property Repairs and adaptations to the property Reports of Anti-Social Behaviour (ASB) The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Peabody Trust (202008304)
The complaint is about the landlord’s handling of the resident’s request for a new key fob to access the communal front door.
Anchor Hanover Group (202014148)
The complaint concerns an increase in service charges for heating and hot water.
Barnet Council (202014754)
This complaint is about the landlord’s handling of: the resident’s reports of drainage repairs needed outside his property; the resident’s pest control reports; the related complaint.
Bolton at Home Limited (202011752)
The complaint refers to: The landlord’s handling of the resident’s concerns about the standard of cleaning and grounds maintenance in the communal areas surrounding her property. The landlord’s handling of the associated complaint. The resident’s concerns related to antisocial behaviour (ASB) and the landlord’s proposed bin storage areas.
Haringey Council (202010916)
The complaint concerns the level of compensation offered to the resident following her reports of upsurges in her kitchen pipes.
LiveWest Homes Limited (202006136)
The complaint refers to the landlord’s response to the resident’s concerns about the implementation and extension of a single point of contact arrangement.
Magenta Living (202009293)
The resident has complained that the landlord has not refunded the cost of a repair to their boiler.
Notting Hill Genesis (202008956)
The complaint concerns the landlord’s handling of the resident’s reports of an offensive odour in her kitchen.
One Vision Housing Limited (201817317)
The complaint is about the level of redress offered by the landlord in respect of its acknowledged failings in carrying out works in the garden at the property.
Paragon Asra Housing Limited (202007018)
The complaint concerns the landlord’s handling of the resident’s request for a second parking permit.
Paragon Asra Housing Limited (202009703)
The condition of the property when the resident moved in.
Sandwell Metropolitan Borough Council (202006511)
The complaint is about: The landlord’s management of the allocation of the property to the resident and its suitability. The resident’s allegation that the landlord disclosed personal information to his sister. The landlord’s handling of the connection and testing of the resident’s gas supply. The landlord’s advice given to the …
Torus62 Limited (202017392)
The complaint is about the landlord’s handling of damp works and repairs to the kitchen at the resident’s property.
Your Housing Limited (202005876)
The complaint concerns: The landlord’s handling of the resident’s reports of a lack of grounds maintenance in communal areas. The landlord’s communication and complaint handling.
bpha Limited (202011346)
REPORT COMPLAINT 202011346 bpha Limited 20 May 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 […]
Bromford Housing Association Limited (202006247)
The resident complains about the landlord’s response to his concerns about: The condition of the garden at the property, and his requests for compensation in relation to this. A tree within the garden that he would like to remove. Replacement of the kitchen.
Catalyst Housing Limited (202001741)
The complaint is about the landlord’s response to the resident’s reports of: Cracks to the bedroom window pane; Cracks to a shared wall between the property and the communal corridor; Water ingress into the property and; Complaint handling.
Karbon Homes Limited (202016566)
The resident complained about: The landlord’s handling of the kitchen replacement. The landlord’s handling of thier concerns about its Health & Safety and Covid guidance adherence. The landlord’s response to thier request for compensation.
Lambeth Council (201909098)
The resident complained about the landlord's response to his: repair requests for water leaks, damp, lack of ventilation and uneven flooring. housing transfer application.
Lambeth Council (202010450)
REPORT COMPLAINT 202010450 Lambeth Council 20 May 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 […]
London Borough of Hackney (202010288)
The complaint is about the landlord’s response to the resident’s reports of a leak from a neighbouring property.
London Borough of Redbridge (202011626)
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in her home. The landlord’s handling of the resident’s request to replace windows. The landlord’s handling of events after its final complaint response of 7 January 2020.
North Tyneside Council (202101168)
The complaint concerns:
One Manchester Limited (202009682)
The complaint is about the landlord’s response to the resident’s reports of: Subletting; and Noise nuisance.
Raven Housing Trust Limited (202008210)
The complaint is about the landlord’s: Response to the resident’s reports of repair to an aerial. Response to reports from the landlord’s contractor of abusive behaviour by the resident. Complaint handling.
Sanctuary Housing Association (202000930)
The complaint is about the landlord’s response to the resident’s requests for compensation following damage to her property caused by mould.
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)