MHS Homes Ltd (202211403)
The complaint is about the landlord’s: Handling of the resident’s purchase of the property. Setting of the rent. Administration of the resident’s rent account. Complaint handling.
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
Newlon Housing Trust (202302204)
The resident’s complaint is about: The landlord’s handling of a breakdown of the hot water system and the associated offer of compensation. The Service has also investigated the landlord’s complaint handling.
Cornwall Council (202117201)
The complaint is about the landlord’s: Response to the resident's reports of antisocial behaviour (ASB). Handling of the installation of LED lights and its response to the resident reporting experiencing electric shocks. Complaints handling.
Housing For Women (202219766)
The complaint is about the landlord’s: Conclusion that the garden was communal. Response to the resident’s request for a fence to be installed. Response to outstanding repair and maintenance issues. Record keeping. Complaint handling.
Hyde Housing Association Limited (202203159)
The complaint is about: The landlord’s response to the resident’s report of a lift breakdown. The landlord’s response to the resident’s concerns about fire safety. The Ombudsman has considered the landlord’s complaint handling.
London Borough of Barking and Dagenham (202117636)
The complaint is about the landlord’s: Handling of repairs at the resident’s property. Handling of reports of pest infestation. Decision to offset rent arrears from the resident’s home loss payment. This Service has also considered the landlord’s complaint handling.
London Borough of Croydon (202214040)
The complaint is about the landlord’s handling of: The resident’s requests for repairs to the cooker The resident’s request for a fence to be installed. The Ombudsman has also considered the landlord’s complaint handling.
Raven Housing Trust Limited (202116683)
The complaint is about the landlord’s handling of the resident’s reports of: Leaks into the living room and back bedroom causing damp. The standard of cleaning and maintenance of the communal area. Being charged for maintenance works for storm damage. This Service has also considered the landlord’s handling of the …
Sovereign Network Homes (202212307)
The complaint is about the landlord’s response of the resident’s reports of: Mechanical ventilation issues. Various repairs. Staff conduct. Allegations of antisocial behaviour (ASB) This Service has also considered the landlord’s complaint handling.
Tamil Community Housing Association Limited (202123536)
The complaint is about the landlord’s handling of the resident’s: reports of a leak affecting their property. request for suitable alternative accommodation while works to the repair the leak were undertaken. concerns regarding the conduct of its staff. The Ombudsman has also considered the landlord’s complaint handling.
Hyde Housing Association Limited (202219866)
The complaint is about the landlord’s: response to concerns about the presence of carbon monoxide; response to concerns about a lack of heating and hot water; complaint handling.
Hyde Housing Association Limited (202303931)
The complaint is about the landlord’s handling of water ingress into the property resulting in damp and mould. The Ombudsman has also considered the landlord’s record keeping.
London Borough of Ealing (202128445)
The complaint is about the landlord’s handling of: Damp and mould at the resident’s property. The associated complaint.
London Borough of Hounslow (202119661)
REPORT COMPLAINT 202119661 London Borough of Hounslow 10 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 […]
London & Quadrant Housing Trust (L&Q) (202200947)
The complaint is about: A personal injury claim by the resident due to delays in the installation of the heating system. Delays installing a heating system, resulting in a loss of heating and hot water at the resident’s property. The landlord’s handling of the resident’s complaint.
Stoke-on-Trent City Council (202217123)
The complaint is regarding the landlord’s: Sharing of the resident’s personal data with utility companies. Management of the resident’s rent account. Response to the resident’s reports of anti-social behaviour (ASB) being carried out by the Police. This investigation has also considered the landlord’s handling of the complaint.
A2Dominion Housing Group Limited (202016209)
The complaint is about the landlord’s: Handling of the resident’s application for succession. Complaint handling.
Clarion Housing Association Limited (202213025)
The complaint is about the landlord’s: Handling of repairs to the extractor fans. Response to reports of a water leak. The Ombudsman has also considered the landlord’s complaint handling.
Hornsey Housing Trust Limited (202202399)
REPORT COMPLAINT 202202399 Hornsey Housing Trust Limited 9 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 […]
Royal Borough Of Greenwich (202115047)
The complaint is about the landlord’s handling of: external repair works including its level of communication; and the resident’s queries relating to a section 20 Landlord and Tenant Act 1985 (as amended) consultation. The Ombudsman has also considered the landlord’s complaint handling.
Southwark Council (202112398)
The complaint is about the landlord’s response to the resident’s report of leaks from a neighbouring property. The Ombudsman has also considered the landlord’s complaint handling.
Waltham Forest Council (202111996)
This complaint is about the landlord’s handling of requests for information from its external insurance provider. The Ombudsman has also considered the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202125101)
The complaint is about the landlord's handling of: The resident's reports of no heating and hot water. The replacement boiler. The landlord's complaint handling has also been investigated.
Moat Homes Limited (202205388)
The complaint is about the landlord's handling of: The resident’s reports of antisocial behaviour (ASB) including the parking issue. The resident’s concerns relating to the plans for the parking spaces near the property. Complaint handling.
Nottingham City Council (202227250)
The complaint is about the landlord’s handling of: Major works to the communal parts of the building. Its potential purchase of the resident’s property.
Notting Hill Genesis (NHG) (202212193)
This complaint is about the landlord’s response to the resident’s reports of noise nuisance. The Ombudsman also considered the landlord’s complaint handling.
Sovereign Network Homes (202214095)
The complaint is about the landlord’s provision of information relating to: Parking. Snags and defects.
Arcon Housing Association Limited (202004939)
The complaint is about the landlord’s: Handling of reports of repairs after the resident moved into the property. Handling of the resident’s request for the electrical safety certificate. Complaint handling.
Camden Council (202014959)
The resident’s complaint is about the landlord’s: Decision to serve her a ‘notice of seeking possession’ (NOSP). Handling of her concerns about a neighbour’s flooring. Complaint handling.
Notting Hill Genesis (NHG) (202209185)
The complaint is about the landlord’s handling of the resident’s: Reports of leaks from the property above, and the associated repairs. Reports of a rat infestation. Concerns the water tank was contaminated. Query about the size of a bedroom.
Peabody Trust (202214079)
The complaint is about the landlord’s management of vehicle obstruction to an access road. The Ombudsman has also investigated the landlord's complaint handling.
Peabody Trust (202214787)
The complaint is about the resident’s concerns regarding the level of compensation offered by the landlord following reports of defects at the property. The Ombudsman has also considered the landlord’s complaint handling.
ForHousing Limited (202210641)
The complaint is about the landlord’s handling of: Concerns raised by the resident about the condition of the property when it was let. The resident’s reports of damp and mould and the associated repairs. The resident’s reports of issues with the boiler. The resident’s reports of leaks. The work required …
London & Quadrant Housing Trust (L&Q) (202207520)
The complaint is about the landlord's handling of: External window cleaning and the associated service charges. The resident's concerns about the fire alarm system and procedure. The resident’s complaint.
A2Dominion Housing Group Limited (202212450)
The complaint is about the landlord’s handling of: The resident’s reports concerning the conduct of its contractor’s staff and the resulting ‘duty of care’ alert raised against the resident by its contractors. The associated complaints.
Aster Group Limited (202210579)
The complaint is about the landlord’s handling of the boiler and thermostat.
Home Group Limited (202120126)
The complaint is about the landlord’s response to: The resident’s dissatisfaction of the provision and standard of grounds maintenance for the front garden and communal outdoor areas. The resident’s request for the landlord to pave the front garden as a means to remedy her grounds maintenance complaint. The Ombudsman has …
Metropolitan Thames Valley Housing (MTV) (202211216)
The complaint is about the landlord’s handling of the resident’s request for: Reasonable adjustments in relation to repairs appointments. A compensation payment. Adaptations to the property. Support from the ‘Connect Team’. The Ombudsman has also considered the landlord’s complaint handling.
Richmond Housing Partnership Limited (202014319)
The complaint is about the landlord’s handling of the resident’s: Reports of noise. Complaints.
Stonewater Limited (202214459)
The complaint is about the landlord’s: Response to reports of a lack of provision of promised communal facilities and about associated service charges. Handling of the related complaint.
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)