Lambeth Council (202109540)
The complaint is about the landlord’s handling of the resident’s: Reports of repairs. Concern about charges for communal heating. 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
London & Quadrant Housing Trust (L&Q) (202202309)
The complaint is about the landlord’s handling of the resident’s: Reports of multiple outstanding repairs, mostly as a result of leaks to the property. Associated formal complaint.
London & Quadrant Housing Trust (L&Q) (202206684)
The complaint is about: The landlord’s handling of the resident’s request for trunking to be removed from her property and the arrangements to decant her temporarily to carry out the work. The landlord’s complaints handling.
London & Quadrant Housing Trust (L&Q) (202212405)
The complaint is about the landlord’s handling of: Reported smells that affected the resident’s property. The replacement of the kitchen sink cupboard. The associated complaints.
Metropolitan Thames Valley Housing (MTV) (202203908)
The complaint is about: The landlord’s response to the resident’s request for information about her service charges. The landlord’s handling of the resident’s property sale. The landlord’s handling of the associated complaints.
Nottingham Community Housing Association Limited (202125527)
The complaint is about the landlord’s handling of: The resident’s reports of a leak and repairs to the bathroom extractor fan. The resident’s queries about the landlord’s methods of communication.
Nottingham Community Housing Association Limited (202210335)
The complaint is about the landlord’s response to the resident’s reports of issues with his Sky TV signal. The Ombudsman has also considered the landlord’s communication.
Notting Hill Genesis (NHG) (202207000)
The complaint is about the landlord’s handling of: a water pipe repair; a repair to the resident’s bedroom window; the resident’s reports of antisocial behaviour (ASB) and noise nuisance by a neighbour; the resident’s complaint.
Peabody Trust (202111453)
The complaint is about the landlord’s response to: The residents report of disturbance from delivery men ringing his doorbell. The residents’ concerns in relation to the introduction of parking management. Complaint handling.
Peabody Trust (202208808)
The complaint is about: The landlord’s response to issues the resident raised regarding the delivery of communal maintenance and housing management services; The landlord’s response to the resident’s concerns about the increase in his service charge; The handling of the associated complaint; The level of the resident’s service charge.
Places for People Group Limited (202214582)
The complaint is about the landlord’s handling of the resident’s reports of: Outstanding repairs within the property. Antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
Regenda Limited (202210503)
The complaint is about the landlord’s handling of the resident’s: Reports of a broken boiler including no heating and no hot water. Concerns that his emails had been blocked. Formal complaint.
Sandwell Metropolitan Borough Council (202212984)
The complaint is about t he landlord’s response to resident’s reports about the condition of: The plastering in the property. The windows, the roof, and the property after a boiler installation. The garden paths and gate. The resident’s report of suffering an injury at the property. The Ombudsman will also …
Stevenage Borough Council (202205985)
The complaint is regarding the landlord’s: Handling of the resident’s Right to Buy application. Response to enquiries regarding planned improvement works. Response to repair reports. Handling of the resident’s personal information. Complaint handling and communication.
Swindon Borough Council (202213870)
The complaint is about the landlord’s response to the resident’s reports of concerns about fire safety at the property.
The Guinness Partnership Limited (202221769)
The complaint is about the landlord’s handling of the resident’s reports concerning: The lettings process including the viewing and sign-up process. The condition of the property when let, including outstanding repairs and the condition of the garden and overgrown trees. Repairs required at the property. The associated complaint.
Citizen Housing (202207259)
The complaint is about the landlord’s response to: The resident’s reports about cleaning charges. The resident’s reports of fly tipping and request for CCTV to be installed in the communal bin area.
Clarion Housing Association Limited (202127420)
The complaint is about: The landlord’s handling of pest control reports and related works. The landlord’s handling of damp and mould reports. The landlord’s handling of the resident’s request for a kitchen alteration. The landlord’s handling of the resident’s request for a move. The landlord’s handling of the resident’s complaint.
Clarion Housing Association Limited (202207661)
REPORT COMPLAINT 202207661 Clarion Housing Association Limited 24 January 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 […]
Home Group Limited (202208660)
REPORT COMPLAINT 202208660 Home Group Limited 29 January 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. […]
Homes Plus Limited (202215123)
The complaint is about: The condition of the property at the start of the resident’s tenancy, and how the subsequent repairs were handled by the landlord. The landlord’s handling of the resident’s decant from the property. The level of compensation offered by the landlord.
Leicester City Council (202217141)
The complaint is about: The landlord’s handling of the resident’s report of anti-social behaviour. The landlord’s request for the resident to remove the ring doorbell. The Ombudsman has also considered the landlord’s complaint handling.
Mansfield District Council (202220640)
The complaint is about the: Landlord’s handling of the resident’s rent account. Conduct of the landlord’s staff.
Optivo (now Southern Housing) (202123226)
This complaint is about the landlord’s handling of the resident’s complaint about the reduced size of a disabled parking bay.
Southern Housing (202307305)
The complaint is about the landlord’s handling of the resident’s reports concerning: Outstanding repairs required to address damp and mould in the property. The level of service and conduct of a member of staff. Queries in relation to a possible temporary or permanent move from the property. The associated complaint.
Southwark Council (202122806)
The complaint is about: The landlord’s handling of repair works following burst pipes and flooding. The landlord’s handling of the resident’s complaint.
Stonewater Limited (202208609)
The complaint is about the landlord’s handling of: Defect repairs to the resident’s property. The associated complaint.
Waltham Forest Council (202200694)
The resident’s complaint is about the landlord’s: Handling of repairs: Arising from a leak in the bathroom, and the subsequent associated repairs she requested to floorboards, flooring (including carpets), the bath, ceilings and a cupboard on the floor below; To the back doors; To a bedroom window; To her garden …
Wandle Housing Association Limited (202212795)
The landlord’s handling of the resident’s reports of outstanding repairs. The landlord’s record keeping has also been investigated.
A2Dominion Housing Group Limited (202124116)
The complaint is about the landlord’s handling of: Reports of disrepair to the windows and condensation causing mould growth and high internal temperatures. The resident’s associated complaint.
Beyond Housing Limited (202208513)
The complaint is about the time taken by the landlord to resolve defects in the kitchen and bathroom. The Ombudsman also considered the landlord’s complaint handling.
Bromford Housing Group Limited (202124455)
The complaint is about the landlord’s response to the resident’s; Request to replace a door; Reports of outstanding repairs; Reports of an overgrown tree; Enquiry about a kitchen refurbishment. This report will also assess the landlord’s: Complaint handling; Record keeping.
Camden Council (202205534)
The complaint is about the landlord’s handling of the resident’s: Right-to-Buy application. Requests for reasonable adjustments. Reports of damp and mould, loss of heating and hot water, and lack of insulation. The Ombudsman has also considered the landlord’s complaint handling.
Clarion Housing Association Limited (202210730)
The complaint is about the way the landlord handled the resident’s: Rent arrears; Concerns about contractor visits; Personal data following a cyber incident; Complaint. This report will also assess the landlord’s record keeping.
Community Gateway Association Limited (202209378)
The complaint is about the landlord’s: Decision to increase the property’s rent. The landlord’s communications with the resident.
East Midlands Housing Group Limited (202211795)
REPORT COMPLAINT 202211795 East Midlands Housing Group Limited 26 January 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Haringey London Borough Council (202222316)
The complaint is about the landlord’s handling of the resident’s reports of: Repair issues in the property, including damp and mould. A mice infestation in the property. Overcrowding and her concerns about the landlord’s transfer list. The landlord’s handling of the complaint has also been considered.
Hyde Housing Association Limited (202207040)
The complaint is about the landlord’s handling of: Repairs to the bathroom, kitchen, plastering and intercom. The associated complaint and request for compensation.
Hyde Housing Association Limited (202303564)
The complaint is about: The landlord’s handling of reports of an overhanging tree blocking the communal light sensor. The associated complaint handling.
London & Quadrant Housing Trust (L&Q) (202203840)
The complaint is about: The landlord’s response to the resident’s reports of a leak. The landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202214632)
This complaint is about the landlord’s handling of: The resident’s concerns about the condition of the bathroom walls and the quality of a repair. The resident’s request for reimbursement of costs for repair work she had undertaken. The associated complaint.
Notting Hill Genesis (NHG) (202128553)
The complaint is about the landlord’s response to the resident’s: Reports of a pest infestation within the property. Request to be rehoused. Reports that the landlord’s communication was poor. Request for a compensation payment of £96,814.99 Subject Access Request. Disputed tenancy start date in 2014 and the signing of 2 …
Rooftop Housing Association Limited (202224142)
This complaint is about the landlord’s: Handling of various energy efficiency works to the property; Response to the resident’s reports of damp and mould; Complaint handling.
Sage Housing Limited (202210088)
The complaint is about the landlord’s handling of: 2 leaks at the resident’s property which resulted in damp and mould in the bathroom, kitchen and one of the bedrooms. Repair works to the bathroom door, shower rail, bath panels and light in the bathroom. The associated complaint.
Sandwell Metropolitan Borough Council (202124220)
The complaint is about the landlord’s handling of: Leaks in the property and damage to the resident’s carpet. Reports of damp and mould in the property. The Ombudsman has also considered the landlord’s complaint handling.
Shepherds Bush Housing Association Limited (202225383)
The complaint is about the landlords handling of Water ingress to the property. Communication about the complaint.
Southern Housing (202217797)
The complaint is about the landlord’s handling of: The resident’s concerns about the communal lighting being connected to her energy supply. The associated complaint.
Southern Housing Group Limited (202307715)
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.
Wandle Housing Association Limited (202228991)
The complaint is about the landlord’s response to the resident’s: reports of an intermittent heating and hot water supply within her property. request for it to refit laminate flooring within the hallway of her property. associated complaint.
Aster Group Limited (202233448)
The complaint is about the landlord’s handling of the resident’s request for: Quarterly rent statements. Her account to be reviewed for fraudulent activity. The Ombudsman has also looked at the landlord’s complaint handling.
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)