Onward Homes Limited (202107634)
The complaint is about the landlord’s handling of: The resident’s report of a broken shower. The resident’s report of a broken bathroom door handle and latch. The associated formal complaint.
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
Birmingham City Council (202010756)
The complaint is about the landlord’s response to the resident’s reports of damage caused to: The hot tub at the property whilst the landlord was undertaking adaptation repair works. The Astro turf at the property whilst the landlord was undertaking adaptation repair works.
Clarion Housing Association Limited (202016709)
REPORT COMPLAINT 202016709 Clarion Housing Association Limited 6 December 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 […]
Royal Borough of Kensington and Chelsea (202106991)
The complaint concerns how the landlord handled repairs to the heating and hot water system of the property.
Waltham Forest Council (202110675)
The complaint concerns how the landlord handled repairs to: The guttering of the building. The shower in the resident’s property.
Westminster City Council (202100956)
The complaint is about: The landlord’s handling of follow-on works from its previous gas safety service in January 2020. The landlord’s handling of the resident’s annual gas safety service. The landlord’s handling of the associated complaint.
Yorkshire Housing Limited (202102640)
The complaint is about: The landlord’s handling of the resident’s transfer application. The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s response to the resident’s request for a management move. The landlord’s response to the resident’s reports of rats in her garden.
Birmingham City Council (202107520)
The complaint refers to: The landlord’s handling of the resident’s reports of repairs needed to the external doors of the property, the wooden external panels and her concerns about pests in the property. The resident’s further concerns related to new repair issues, including a leak into her shower room and …
Clarion Housing Association Limited (202012470)
The complaint is about the resident’s concerns that the landlord disclosed information about them to a neighbour.
Southwark Council (202109108)
The complaint concerns the level of compensation offered by the landlord following a water leak into the resident’s property.
Anchor Hanover Group (202015214)
This complaint is about the landlord’s handling of the resident’s concerns about the increase in his service charges and the explanation provided by the landlord for the increases.
Bournville Village Trust (202100005)
The complaint is about the landlord’s: response to the resident’s reports of a leak in her bathroom; response to the resident’s request that it refund the cost of her emergency builder; communication following the resident's request for the release of its call recordings; decision to only allow its staff to …
London & Quadrant Housing Trust (202012424)
The complaint concerns how the landlord handled the resident’s charges for energy usage.
Metropolitan Thames Valley Housing (202012607)
The landlord’s response to window repairs and snagging reports. The Ombudsman has also considered the landlord’s complaint handling.
Network Homes Limited (202115065)
The complaint is about:
Notting Hill Genesis (201914804)
The complaint concerns the landlord’s decision to refuse to issue the compensation offered in its final response.
Royal Borough of Kensington and Chelsea (202006364)
The complaint is about: The landlord’s response to the resident’s reports of mismatched lighting in the communal areas. The landlord’s handling of the associated complaint.
Royal Borough of Kensington and Chelsea (202107921)
The complaint is about the landlord’s handling of the resident’s complaint about its removal of items from her shed.
Southwark Council (202119989)
The complaint concerns the resident’s dissatisfaction with a phone call made by the landlord’s rent team.
Southwark Council (202119990)
The complaint concerns the landlord’s response to a leak from the property above.
St Peter’s Saltley Housing Association Limited (202012286)
This complaint is about the landlord’s handling of the resident’s concerns about the plastering works and his report of damage caused to his property by its contractors.
Yorkshire Housing Limited (202111360)
The resident is complaining about the landlord’s handling of antisocial behaviour by her neighbour.
London & Quadrant Housing Trust (201916023)
The complaint is about the landlord’s: Response to a leak at the resident’s property. Handling of remedial works following the leak. The Ombudsman has also investigated: the landlord’s complaint handling. the landlord’s record keeping.
Welwyn Hatfield Borough Council (202003333)
The complaint is about the condition of the property when let to the resident. The Ombudsman has also considered the landlord’s complaint handling.
Hammersmith and Fulham Council (202011986)
The complaint is about the length of time taken by the landlord to complete restorative repairs at the resident’s property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Leeds City Council (202106547)
The complaint is about the landlord’s response to the resident’s report of a water leak into her property.
Network Homes Limited (202106191)
The complaint is about the landlord’s handling of a back surge of communal drain water into the property and its subsequent response to the complaint and compensation offer.
Accent Housing Limited (202006312)
The complaint is about: The landlord’s response to the resident’s allegations of non-compliance with policies set out by the Department for Levelling Up, Housing and Communities (DLUHC) and the Regulator of Social Housing (RSH), as well as guidance from HouseMark. The process by which the landlord calculated its service charge …
Croydon Council (202009684)
This complaint is about the landlord’s handling of the resident’s noise nuisance reports.
Hackney Council (202005813)
The complaint is about the landlord’s response to the resident’s reports of repairs in the property.
Halton Housing (202015876)
The complaint is about the landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB). The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Kingston upon Thames Council (202007847)
This complaint is about the landlord’s handling of the resident’s reports that his property was uninhabitable due to chemical contamination.
LiveWest Homes Limited (202015208)
The complaint is about the landlord’s response in respect of: The resident’s reports about delays in completing repairs in the property (including the kitchen floor repairs). The resident’s request to be moved to a suitable property in a suitable location through the local authority through the landlord The landlord’s complaint …
London & Quadrant Housing Trust (202015446)
The complaints are about the landlord’s: Handling of repairs to the communal water supply pipe valves. Response to the resident’s reports of repair following an escape of water. Response to leaks within the resident’s block. The Ombudsman has also investigated the landlord’s complaint handling.
London & Quadrant Housing Trust (202105318)
The complaint refers to: The landlord’s handling of the resident’s reports of damp and mould in the property. The landlord’s handling of the resident’s concerns regarding overcrowding and her request to be transferred.
Midland Heart Limited (202103806)
The complaint is about the landlord’s handling of the resident’s reports of noise transference in her property.
Onward Homes Limited (202013218)
The resident complains about: The time taken for the landlord to complete a repair to the kitchen door. How the landlord handled his complaint about the kitchen door repair. The time taken for the landlord to complete plastering work to the bathroom. How the landlord handled his complaint about the …
Onward Homes Limited (202014307)
The complaint is about the landlord’s response to the resident’s report of damp and mould in the property.
Optivo (202014937)
The complaint is about the landlord’s response to the resident’s reports that his vehicle was removed from outside his property.
Optivo (202109450)
The complaint is about the landlord’s handling of the resident’s concerns regarding the condition of the property when she moved in, and the subsequent repairs carried out.
Peabody Trust 2018 (202002013)
The complaint concerns: the landlord's response to the resident's reports of antisocial behaviour. the landlord's handling of the resident's request to be re-housed. The landlord’s complaint handling.
Raven Housing Trust Limited (202001573)
The complaint is about the landlord’s response to the resident’s reports of: A leak from a neighbouring property and compensation for damaged goods and decorations. Anti-social behaviour (ASB) including noise and nuisance. Fly tipping at the property. The landlord’s complaint’s handling.
Regenda Limited (202101190)
The complaint is about the landlord’s response to the resident’s reports about her service charge account.
Shepherds Bush Housing Association Limited (202004086)
This complaint is about the landlord’s response to various repairs at the property.
Southern Housing Group Limited (202001367)
The complaint is about: The landlord’s response to the resident’s report of a rat infestation. The landlord’s delays in its complaint handling.
Southern Housing Group Limited (202012080)
The resident complains about the landlords handling of:
Tandridge District Council (202009531)
The landlord’s response to the resident’s assertion that contractors advised him to use both heating switches, which resulted in additional charges.
The Guinness Partnership Limited (202102041)
The complaint is regarding the landlord’s: Handling of a repair following a reported leak. Response to the resident’s request for replacement flooring damaged by the leak. This Service has also considered how the landlord managed the resident’s complaint through its complaint procedures.
Thrive Homes Limited (202003370)
The complaint concerns: The landlord's handling of repairs to the bathroom ceiling, floor, and shower screen. The landlord's handling of repairs to the kitchen ceiling.
Two Rivers Housing (202010606)
The complaint is about: The landlord’s handling of repairs to the roof and guttering including its response to reports of resulting 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 | 3,021 | 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)