Phoenix Community Housing Association (Bellingham and Downham) Limited (202301452)
The complaint is about the landlord’s response to the resident’s reports about: A pest infestation; An outstanding repair; Staff conduct.
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
Sovereign Network Homes (202300111)
The complaint is about: The landlord’s handling of damp and mould in November 2022. The landlord’s handling of damp and mould in September 2023. The landlord’s complaint handling has also been investigated.
Sovereign Network Homes (Former Network Homes) (202314764)
The complaint is about the landlord’s handling of a leak. This Service has also considered the landlord’s complaint handling.
A2Dominion Housing Group Limited (202233594)
The complaint is about the landlord’s response to the resident’s: Reports of drafts coming in from the windows. Request for the windows to be replaced earlier than planned. This Service has also considered the landlord’s handling of the complaint.
London & Quadrant Housing Trust (L&Q) (202220110)
The complaint is about: The landlord’s management of damp and mould reports and the associated repairs. The landlord’s handling of the resident’s complaint.
Magenta Living (202230503)
REPORT COMPLAINT 202230503 Magenta Living 12 July 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 […]
Newlon Housing Trust (202224478)
The complaint is about the landlord’s response to reports of damage to flooring. The Ombudsman has also considered the landlord’s complaint handling.
Onward Homes Limited (202234079)
The complaint is about the landlord’s handling of: The resident’s report of a lack of hot water in the bathroom. The replacement of a grab rail.
Orbit Group Limited (202306179)
The complaint is about the landlord’s handling of repairs following a leak, including reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
Sandwell Metropolitan Borough Council (202305551)
The resident’s complaint is about: The landlord’s decision not to reclassify her property as having two bedrooms rather than three; The landlord’s associated response to her request that it increase the priority banding it had awarded her application for rehousing.
Southern Housing Group Limited (202337322)
The complaint is about the landlord’s: handling of insulation and loft repairs. complaint handling.
The Guinness Partnership Limited (202310449)
The complaint is about the landlord’s handling of the resident’s reports about leaks in her kitchen.
Broadland Housing Association Limited (202315191)
The complaint is about the landlord’s response to the resident’s concerns: That a gas hob had been installed incorrectly. That its staff member had advised that the hob was safe. This Service has also considered the landlord’s handling of the resident’s complaint.
Hyde Housing Association Limited (202317233)
This complaint is about: The landlord’s handling of the resident’s reports of defects in their newly built property. The delay installing an electric vehicle (“EV”) charger. The landlord’s handling of the associated complaint.
Lambeth Council (202315922)
This complaint is about the landlord’s handling of repairs to a communal lift.
Leeds City Council (202303188)
The complaint is about the landlord’s: Decision to no longer communicate with the resident’s chosen representative . Decision to carry out visits to the property in pairs. Level of customer service received from a landlord staff member .
London & Quadrant Housing Trust (L&Q) (202221241)
The complaint is regarding the landlord’s handling of a reported noise nuisance. The landlord’s complaint handling has also been investigated.
London & Quadrant Housing Trust (L&Q) (202308916)
The complaint refers to the landlord’s: Handling of leaks, damp and mould, and bathroom repairs. Management of the resident’s complaint and request for compensation. The Ombudsman has also considered the landlord’s record keeping.
Longhurst Group Limited (202315493)
The complaint is about the landlord’s response to the resident about: Its capping of the gas supply. Faulty extractor fans. Low toilet pressure. A broken external light.
Notting Hill Genesis (NHG) (202225311)
The complaint is about the landlord’s handling of: The resident’s request for no contact from the Housing Officer. The automated messages sent to the resident regarding arrears. The associated complaint.
Peabody Trust (202210783)
The complaint is about the landlord’s handling of: Various repairs in the resident’s home, including but not limited to: Roof and guttering repairs. A boiler repair. Repairs to cracked stair treads. Bathroom repairs. A repair to the party wall in the resident’s garden. Removal of a tree. The associated complaint. …
Southern Housing Group Limited (202306442)
The complaint is about: The landlord’s handling of reports of a faulty oven. The landlord’s record keeping. The associated complaint handling.
Stonewater Limited (202303707)
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould, and associated repairs ; Complaint.
Vivid Housing Limited (202211238)
The complaint is about the landlord’s handling of: the reported defects to the property and the request for warranty information about the windows. the complaint.
Harlow District Council (202341933)
The complaint is about the landlord’s handling of the resident’s reports of leaks from the roof of his property.
Orbit Group Limited (202214357)
The resident’s complaint is about the landlord’s: Misrepresentation of the property before he purchased it; Increases to his service charge.
Sanctuary Housing Association (202226735)
The complaint is about the landlord’s response to reports of: Antisocial behaviour by the resident’s neighbour. The resident’s neighbour feeding birds excessively. The investigation has also taken the landlord’s handling of the associated complaint into consideration.
Silva Homes Limited (202313847)
The complaint is about the landlord's handling of the resident’s reports of: Damp and mould, and related repairs. Damaged personal possessions due to mould. Poor conduct by one of its contractors.
Islington Council (202218257)
This complaint is about the landlord’s response to the resident’s: Report of a leak. Concerns around damp and mould. Concerns around pipework blockages. Concerns around rodents in the property. The Ombudsman also considered the landlord’s complaint handling.
Longhurst Group Limited (202303652)
The complaint is about the landlord’s response to the resident’s: Reports of an outstanding repair to a shower chair and associated works. Complaint. This report will also assess the landlord’s record keeping.
Midland Heart Limited (202307009)
The complaint is about: The landlord’s delay to register the property with the land registry. The landlord’s handling of a dispute over the shared pathway. The landlord’s complaint handling. The Ombudsman has also considered the landlord’s record keeping.
Notting Hill Genesis (NHG) (202204826)
The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB). request to be reimbursed for a shower screen. request that the landlord paint her bathroom. This service has also considered the landlord’s complaint handling.
Peabody Trust (202230461)
The complaint is about the landlord’s: Response to the resident’s reports of issues with her service charge account. Handling of the associated complaint.
Peabody Trust (202318678)
The complaint is about the landlord’s: handling of repairs to an external structure. complaint handling.
Sanctuary Housing Association (202228567)
REPORT COMPLAINT 202228567 Sanctuary Housing Association 9 July 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. […]
South Tyneside Council (202314554)
The complaint is about the level of compensation the landlord offered the resident in relation to its handling of: Various repairs to the windows, doors, plaster, roof and pipework at the property. The complaint handling.
Lambeth Council (202316466)
The complaint is about the landlord’s response to the resident’s reports of leaks into her property from an upstairs flat and the subsequent damage caused. The Ombudsman has considered the landlord’s record keeping.
Regenda Limited (202211479)
The complaint is about the landlord’s: Response to the resident’s concerns about outstanding repairs and decoration following damp and mould work at the property. Complaint handling.
Southern Housing (202227417)
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Reports of required repairs. Complaint. The Ombudsman has also considered the landlord’s record keeping.
Your Housing Limited (202318849)
The complaint is about the landlord’s handling of the resident’s: Reports of a leak, damp, and mould and associated repairs. Associated formal complaint.
Peabody Trust (202212871)
The complaint is about: The landlord’s handling of repairs to the communal doors and lifts. The associated complaint handling.
Rochdale Boroughwide Housing Limited (202300028)
The complaint is about the landlord’s response to the resident’s service charge query.
Yorkshire Housing Limited (202305079)
The complaint is about the landlord’s response to the resident’s: Request to reclassify his property as a 2 bedroom. Communication in relation to the bedroom issue.
Lambeth and Southwark Housing Association Limited (202114084)
The complaint is about the landlord’s handling of: Attempts to carry out a gas safety inspection. Repairs to the property.
London Borough of Croydon (202227737)
The complaint is about the landlord’s: Handling of reports of noise nuisance. Complaint handling. The Ombudsman has also investigated the landlord’s record keeping.
Notting Hill Genesis (NHG) (202214883)
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise nuisance from her neighbour. The landlord’s handling of the resident’s reports of noise transference and associated repairs to the building. The landlord’s handling of the resident’s reports of her neighbour subletting their property.
Shepherds Bush Housing Association Limited (202226018)
The complaint is about the landlord’s handling of the resident’s: Request to have a cupboard removed from the property. Reports of damp and mould. Request to have a new bathroom and kitchen installed. Garage door repair. The Ombudsman has also considered the landlord’s handling of the associated complaint.
A2Dominion Housing Group Limited (202302870)
The complaint is about the landlord’s handling of the resident’s queries about the service charge. The landlord’s complaint handling has also been considered.
Cottsway Housing Association Limited (202303404)
The complaint is about the landlord’s refusal to install the resident’s preferred choice of flooring.
Incommunities Limited (202233186)
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbour.
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)