Notting Hill Genesis (202317422)
The complaint is about the landlord’s handling of: The resident’s service charge account. The associated 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
Peabody Trust (202429059)
The complaint is about the landlord’s handling of: The resident’s stay in temporary accommodation. The resident’s complaint.
Plus Dane Housing Limited (202346784)
The complaint is about the landlord’s handling of reports of smell in the property.
Southern Housing (202232562)
The complaint is about the landlords handling of: Works agreed in September 2021. The resident’s report of a leak. The associated complaint.
Southern Housing (202312644)
The complaint is about the landlord’s handling of: The resident’s complaint about the level and reasonableness of a service charge increase. The resident’s concerns about which elements of the service charges were payable. The resident’s request for further information about service charges and a service charge increase. The resident’s concerns …
Southern Housing (202314409)
The complaint is about the landlord’s: Handling of the resident’s reports about a boiler repair. Delays starting a gate adaptation. Handling of problems with the resident’s front door. Complaint handling.
The Guinness Partnership Limited (202435422)
The complaint is about the landlord’s handling of the resident’s: Reports of a mice infestation in the property. Associated complaint.
The Riverside Group Limited (202308420)
The complaint is about the landlord’s handling of the resident’s service charge queries. We have also investigated the landlord’s complaint handling.
Torus62 Limited (202402467)
The complaint is about: The landlord’s handling of the resident’s reports of damp, and repairs. The landlord’s handling of the complaint.
Walsall Housing Group Limited (202427673)
The complaint is about the landlord’s handling of: The resident’s reports of drainage and plumbing issues at the property. The associated complaint and the resident’s request for compensation.
Warrington Housing Association Limited (202419571)
The complaint is about the landlord’s handling of the resident’s reports of Antisocial Behaviour (ASB).
Your Housing Group Limited (202419290)
The complaint is about: The landlord's response to the resident’s reports of anti-social behaviour (ASB) and her request for a reasonable adjustment.
Accent Housing Limited (202329781)
The complaint is about the landlord’s handling of the resident’s reports of: A fallen tree and damage caused to her fence Delays in the boiler installation Mould on the bathroom ceiling A window leak in the bedroom We have also considered the landlord’s complaint handling
Access Homes Housing Association Limited (202326268)
The complaint is about the landlord’s handling of the resident’s concerns about: A faulty boiler at the property. A gas safety inspection. Her medical information which was related to her vulnerabilities. The associated complaint.
Clarion Housing Association Limited (202324619)
The complaint is about the landlord’s: Response to the resident’s reports of damaged paving in a communal area. Response to her concerns about cleaning and grounds maintenance issues. Complaint handling.
Clarion Housing Association Limited (202433894)
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The resident’s request for a transfer. The Ombudsman has also investigated the landlord’s handling of the complaint.
Cobalt Housing Limited (202323944)
The complaint is about the landlord’s handling of the resident’s reports of damp and repairs in the bathroom. The Ombudsman has also considered the landlord’s complaint handling.
Jigsaw Homes Group Limited (202431673)
The complaint is about the landlord’s handling of repairs in the resident’s property.
London Borough of Barnet (202435181)
The complaint is about the landlord’s handling of the resident’s reports of a leak.
London Borough of Newham (202312675)
The complaint is about the landlord’s response to the resident’s reports of: A pest infestation and a request for temporary accommodation Repairs to the drains
Metropolitan Thames Valley Housing (MTV) (202319256)
The complaint is about the landlord’s response to: The resident’s reports of water leaks in the temporary property and his subsequent request for compensation. The resident’s request for compensation for personal items that went missing after moving to the temporary property.
My Space Housing Solutions (202427842)
The complaint is about the landlord’s response to: The resident’s concerns about the support it provided and his request for a male housing officer. The resident’s request to be moved and concerns he would be evicted. The complaint. The landlord responded to the complaint at both stages of its process …
Oxford City Council (202425826)
The complaint is about the landlord’s handling of: Damp and mould in the property. The resident’s complaint regarding staff conduct. The resident’s concerns regarding its record keeping. The level of compensation offered.
Rochdale Boroughwide Housing Limited (202411980)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s: Complaint handling. Knowledge and information management.
Sanctuary Housing Association (202322989)
REPORT COMPLAINT 202322989 Sanctuary Housing Association 26 June 2025 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. […]
Southern Housing (202425624)
The complaint is about the landlord’s response to reports of noise and antisocial behaviour from the property above, including the resident’s request for soundproofing and repairs.
Tandridge District Council (202313622)
The complaint is about the landlord not giving the resident prior notice before the placement of scaffolding around the property The Ombudsman has also considered the landlord’s handling of the associated complaint.
The Riverside Group Limited (202415005)
The complaint is about the landlord’s handling of the resident’s: Concerns about the shared boiler flue system. Associated complaint.
A2Dominion Housing Group Limited (202417347)
The complaint is about the landlord’s response to the resident’s concerns about: Heating throughout the property. Smells and contaminated water from the kitchen and bathroom taps. The temperature of the water from the bath and shower taps. The Ombudsman has also considered the landlord’s: Handling of the associated complaint. Record …
Abri Group Limited (202440608)
The complaint is about the landlord’s handling of the resident’s reports of damp and mould, and the associated remedial repairs.
Bristol City Council (202414359)
The complaint is about the landlord’s response to the resident’s notice to quit. This Service has also considered the landlord’s handling of the complaint.
Citizen Housing Group Limited (202310414)
The complaint is about the landlord’s handling of the resident’s: reports of repairs and damp and mould in the property. reports of cracks and structural defects in the property. concerns about fire safety. request for it to make reasonable adjustments and provide a property that met his disability needs. rent …
Clarion Housing Association Limited (202333219)
The complaint is about the landlord's handling of: Repairs to the balcony door. Complaint handling.
Clarion Housing Association Limited (202427773)
The complaint is about the landlord’s handling of: The resident’s request for adaptations at her property. The associated complaint.
East Midlands Housing Group Limited (202303911)
The complaint is about the landlord’s: handling of repairs to the resident’s boiler. response to her concerns about the conduct of an engineer. The Ombudsman has also investigated the landlord’s complaints handling.
Flagship Housing Group Limited (202323371)
The complaint is about the landlord’s handling of: The resident’s rent account. The resident’s garage rental charges.
Freebridge Community Housing Limited (202422538)
The complaint is about the landlord’s handling of repairs to the resident’s wet room and damp and mould.
Hexagon Housing Association Limited (202303959)
The complaint is about the landlord’s handling of: Repairs to the drainage in the wet room. Repairs to the garden paving slabs and a retaining wall. The associated complaint.
Hyde Housing Association Limited (202408454)
The complaint is about the landlord’s response to the resident’s concerns about: A leak in the kitchen A leak in the toilet room. Condensation on the pipes.
Islington and Shoreditch Housing Association Limited (202424686)
The complaint is about the landlord’s response to the resident’s reports of a leak into her property. The Ombudsman has also considered the landlord’s complaint handling.
London Borough of Camden Council (202442744)
The complaint is about the landlord’s handling of a leak to the resident’s property.
London Borough of Hounslow (202410799)
The complaint is about the landlord’s handling of: Adaptation of the property, including lack of communication and delays to the works. Storage of the resident’s possessions, including her request for reimbursement of removal costs. The resident’s reports of damage to her crockery and glassware. The resident’s request to be decanted …
London & Quadrant Housing Trust (202318995)
The complaint is about the landlord’s handling of the resident’s: reports of repairs to: the bedroom wardrobe. the communal door handle and entry system. reports of pests in the building and the condition of the bin room. enquiry about rent. associated complaint.
London & Quadrant Housing Trust (202335498)
The complaint is about the landlord’s handling of the resident’s reports of: Issues with the hot water system at the property. Subsidence and cracks inside and outside the property.
London & Quadrant Housing Trust (202431045)
The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damp and mould and the associated repairs. Associated complaint.
Magenta Living (202319377)
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Associated formal complaint.
Metropolitan Thames Valley Housing (MTV) (202325392)
The complaint is about the level of compensation offered by the landlord in relation to its handling of boiler repairs. We have also considered the associated complaint.
Mosscare St. Vincent’s Housing Group Limited (202324247)
The complaint is about the landlord’s handling of the resident’s reports of: damp and mould in the property. window repairs. The Ombudsman has also considered the landlord’s complaint handling.
One Housing Group Limited (202332542)
The complaint is about the landlord’s: Offer of compensation for its handling of the resident’s reports of repair issues throughout the property. Handling of the associated complaint.
Orbit Housing Association Limited (202325918)
The complaint is about the landlord’s: Response to the resident’s concerns about the property condition when it was let, in relation to: The bathroom. The balcony doors. Compliant handling and record keeping.
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)