Sovereign Network Homes (202015554)
The resident’s complaint is about the landlord’s: communication with him using hard copy correspondence; approach to property management of the estate; and employees’ interactions with him.
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
Vivid Housing Limited (202012617)
The complaint is about the landlord’s response to the resident’s: Reports about anti-social behaviour (‘ASB’) and dog urine. request for a move.
Basildon Borough Council (202203138)
The complaint is about: The landlord’s response to the resident’s request to repair or replace the guttering at the property. The landlord’s handling of the associated complaint.
Clarion Housing Association Limited (202016189)
This complaint is about the landlord’s response: to the resident’s report of anti- social behaviour (ASB) from her neighbours. to the resident’s report of staff conduct. to the related complaint.
Crawley Borough Council (202200784)
The complaint is about the landlord’s handling of: Repairs needed to the extractor fan and ceiling in the resident’s bathroom. The associated complaint.
Hyde Housing Association Limited (202012374)
The resident complains about the landlord’s handling of a request for compensation in relation to claims for damage caused by damp and mould, and the running costs of ventilation equipment.
Lambeth Council (201907909)
The complaint is about the landlord’s handling of: Damp in the resident’s property and the length of time taken to complete repairs. The resident’s enquiries about a service charge bill.
Sanctuary Housing Association (202127336)
The complaint is about the landlord’s response to the resident’s reports of repair issues with the bathroom.
Community Gateway Association Limited (202127389)
The complaint is about the landlord’s response to the resident’s request to install a boundary fence around her garden.
Kingston upon Thames Council (202116748)
The complaint is about the Council’s handling of the resident’s reports concerning staff members who she considers did not treat her respectfully.
Lewisham Council (202011375)
The complaint is about: The landlord’s handling of the replacement of the resident’s windows and the amount of compensation offered to the resident in recognition of the delay. The landlord’s complaints handling.
The Guinness Partnership Limited (202200956)
The complaint is about the landlord’s communication in relation to the resident’s application to sell the property.
Walsall Housing Group Limited (202127405)
The complaint is about the landlord’s handling of the resident’s reports of boiler repair issues.
Yorkshire Housing Limited (202200611)
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour. The resident’s reports of repairs in the property. The associated complaint.
Citizen Housing (202112942)
The complaint is about: The landlord’s finding that the back boiler and gas fire were unsafe following the annual gas safety check. The landlord’s request to replace the boiler and heating system in the property.
Lambeth Council (202005612)
REPORT COMPLAINT 202005612 Lambeth Council 2 February 2023 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 is […]
Metropolitan Thames Valley Housing (202109537)
The complaint is about the landlord’s: Response to the resident’s reports that the communal area of her property was in need of refurbishment. Complaint handling.
Midland Heart Limited (202113043)
The complaint is about the landlord’s: response to the resident’s request to be rehoused; complaints handling.
Optivo (202202109)
The complaint is about: The landlord’s response to the resident’s reports of a defective underfloor heating system within the property. The handling of the associated complaint
Places for People Homes Limited (202012396)
The complaint is about: The level of compensation offered by the landlord in response to the concerns raised about the windows in the property. The landlord’s complaints handling.
Tower Hamlets Homes (202127767)
The complaint concerns how the landlord handled the loss of the cold water supply and heating to the resident’s property .
Tower Hamlets Homes (202204027)
The complaint is about the landlord’s handling of the resident’s reports about a leak affecting the property.
Walsall Housing Group Limited (202125063)
REPORT COMPLAINT 202125063 Walsall Housing Group Limited 26 September 2022 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 […]
Waltham Forest Council (202101260)
The complaint concerns the landlord’s handling of repairs and the resident’s request for replacement windows.
Onward Homes Limited (202120809)
The complaint is about the landlord’s handling of: The resident’s Right to Buy (RTB) application. The associated complaint.
Castles & Coasts Housing Association Limited (202116974)
The complaint is about the landlord’s: response to a request to install a driveway to the front of the resident’s property; response to a request for a fence in the resident’s back garden; complaint handling.
Clarion Housing Association Limited (202102330)
REPORT COMPLAINT 202102330 Clarion Housing Association Limited 2 February 2023 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. […]
Flagship Housing Group Limited (202001300)
The complaint is about the landlord’s handling of the resident’s reports of: The smell of petrol fumes from his neighbour’s property. Noise nuisance.
London & Quadrant Housing Trust (202104577)
This complaint is about the landlord’s: Response to the resident’s reports of back surging sewage in the property; Complaint handling.
Midland Heart Limited (202200019)
The complaint is about the landlord’s: handling of the resident’s reports of repairs to her porch roof, leaks inside her property, and hanging wires; complaints handling.
Optivo (now Southern Housing) (202112494)
The complaint is about the landlord’s handling of: A request for repairs to the resident’s windows. The resident’s request for the landlord to use a different contractor.
Plus Dane Housing Limited (202126563)
The complaint is about the landlord’s handling of the resident’s reports of: A pest infestation in her property. Boiler repairs.
Poplar Housing And Regeneration Community Association Limited (202016666)
The complaint is about the landlord’s: Handling of the resident’s request for CCTV footage, following damage to his vehicle, and his subsequent request for compensation. Complaint handling.
Sovereign Housing Association Limited (202003454)
This complaint is about the landlord’s handling of: the resident’s anti-social behaviour (ASB) reports; the related complaint.
Westward Housing Group Limited (202117310)
The complaint is about the landlord’s response to the resident’s reports of damage to a garden wall.
A2Dominion Housing Group Limited (202013653)
The complaint is about: The landlord’s response to the resident’s request about a driveway adaptation. The handling of the complaint at stage two.
Lambeth Council (202012031)
The complaint is about the landlord’s handling of the resident’s report of anti-social behaviour.
Metropolitan Thames Valley Housing (202107518)
The complaint is about: The landlord's decision to change how heating and hot water was supplied to the resident's property and the landlord’s communication in relation to this. The reasonableness of the charges for heating and hot water.
Metropolitan Thames Valley Housing (202112107)
The complaint is about the landlord’s: Response to the resident’s reports of repairs required to the exterior cladding on the property. Response to the resident’s concerns about fallen cladding at the property. Complaint handling.
Sanctuary Affordable Housing Limited (202126574)
The complaint is about the landlord’s handling of repairs to the communal fire panel.
Southwark Council (202111047)
The complaint is about: The landlord’s handling of the resident’s reports concerning damp and mould. The related complaint.
Basildon Borough Council (202125438)
The complaint is about the landlord’s handling of: Repairs to the resident’s flooring following a flood. The associated complaint.
Clarion Housing Association Limited (201915325)
This complaint is about the landlord’s handling of: The replacement of tiles in the resident’s kitchen. Works to the resident’s garden and fence.
Clarion Housing Association Limited (202111638)
This complaint is about the landlord’s response to the resident’s request to install motorised blinds to the outside of the property.
Gentoo Group Limited (202200176)
The complaint is about the landlord’s handling of: Report of repair issues to the roof. Report of repair issues to patio doors. Report of repair issues to windows. The resident’s request for compensation for redecoration following fire place removal. The resident’s report of damage to the fencing. The formal complaint.
Longhurst Group Limited (202202236)
The complaint is about: The landlord’s response to the resident’s request to be reimbursed for increased water bills following a leak. The landlord’s complaint handling.
Metropolitan Thames Valley Housing (202001603)
The complaint is about the landlord’s response to the issues with rubbish disposal on the estate.
One Manchester Limited (202125957)
The complaint is about the landlord’s handling of the resident’s reports about its paving slab repairs to the front and rear of his property.
The Guinness Partnership Limited (202110442)
The complaint is about the landlord’s handling of: The resident’s reports of repairs. The associated complaint.
Vivid Housing Limited (202127008)
The complaint is about the landlord’s response to the resident’s request to succeed to his late parents’ tenancy.
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)