Shepherds Bush Housing Association Limited (202305835)
The complaint concerns the landlord's response to the resident’s reports of strong smells in her flat.
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
Southern Housing (202301178)
The complaint is about the landlord’s: Handling of the repairs following a leak into the property. Complaint handling.
Stonewater Limited (202225980)
The complaint is about the landlord’s handling of: The resident’s reports of a broken fence and other garden issues. The resident’s report of damage caused to garden furniture and contractor behaviour. The complaint.
Stonewater Limited (202318462)
The complaint is about the landlord’s handling of: the resident’s request for adaptations. the associated complaint.
The Industrial Dwellings Society (1885) Limited (202344796)
The resident’s complaint was about the landlord’s handling of reports of damp and mould and of a leak flooding the basement below the property.
Thurrock Council (202301374)
The complaint is about the landlord’s handling of works required in the resident’s property.
A2Dominion Housing Group Limited (202311808)
The complaint is about the landlord’s handling of antisocial behaviour (ASB) reports made against the resident.
A2Dominion Housing Group Limited (202336097)
The complaint is about: the impact of repair issues on the resident and her daughter’s health. the landlord’s: response to reports of a leak in the property, handling of repairs and the resident’s request to be decanted. response to repair reports about a hoist in the property. response to repair …
Aster Group Limited (202305147)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour.
Citizen Housing (202307318)
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The associated complaint.
Citizen Housing (202337021)
The complaint is about the landlord’s handling of: The replacement of three internal doors and a front entrance door. Communal door repairs. The Ombudsman has also considered the landlord’s complaint handling.
City of Doncaster Council (202311557)
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance. The Ombudsman has also investigated the landlord’s complaint handling.
City of Westminster Council (202224975)
The complaint is about the landlord’s: response to the resident’s reports about: antisocial behaviour (ASB); repair issues following a leak; complaints handling.
Estuary Housing Association Limited (202308974)
The complaint is about the landlord’s response to the resident’s reports of: communal repairs in the carpark. damage to her car.
Hammersmith and Fulham Council (202317776)
The complaint is about the landlord’s handling of fencing repairs.
Hexagon Housing Association Limited (202318042)
The complaint is about the condition of the property at the start of the tenancy and the landlord’s handling of subsequent repairs. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
Jigsaw Homes Group Limited (202227491)
The complaint is about: The landlord’s handling of the resident’s reports of mice in his property and the associated repairs. The landlord’s handling of a neighbour nuisance complaint made by the resident in 2021. The landlord’s response to the resident’s reports of anti-social behaviour in the car park. The landlord’s …
Karibu Community Homes Limited (202307991)
The complaint is about the landlord’s response to the resident’s: Request for it to provide audited service charge accounts and associated documents, including information about the electricity production from solar panels. Report of water ingress from a balcony leak. Report of snagging repairs required to the metal lift plate and …
Kingston upon Thames Council (202321048)
The complaint is about the landlord’s handling of: Strong cooking odours from the resident’s neighbour’s property. Smoking in the communal parts of the building.
Lambeth Council (202302113)
The complaint is about the landlord’s handling of: Annual gas safety check appointments. The associated complaint.
Lambeth Council (202340018)
The complaint is about the landlord’s handling of: Damp and mould. Boiler repairs. The Ombudsman has also considered the landlord’s record keeping and complaint handling.
Lambeth Council (202400611)
The complaint is about the landlord’s handling of: Leaks to the resident’s property. Damp and mould. Damage to the resident’s property. A lack of heating and hot water to the resident’s property. The complaint. The Ombudsman has also investigated the landlord’s record keeping.
London Borough of Hackney (202340146)
The complaint is about the landlord’s: Handling of the resident’s reports of noise nuisance and antisocial behaviour (ASB). Complaint handling.
London & Quadrant Housing Trust (L&Q) (202311830)
The resident’s complaint is about the landlord’s handling of repairs to the window seals. The Ombudsman has also considered the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202317035)
The complaint is about the landlord's handling of the resident’s reports about antisocial behaviour. The landlord’s complaints handling has also been investigated.
Metropolitan Thames Valley Housing (MTV) (202226242)
The complaint is about the landlord’s handling of: Repairs to a structural wall of the property. The associated formal complaint.
Metropolitan Thames Valley Housing (MTV) (202305913)
The complaint is about the landlord's handling of and response to: Reports of a leak in the communal area causing damp. Reports of graffiti on the glass in the communal area. Reports of damage to the building and boundary fence. A request for an update on the communal maintenance programme. …
Metropolitan Thames Valley Housing (MTV) (202316279)
The complaint is about the: Resident’s request for information concerning his rent and service charge. Landlord’s decision to restrict the resident’s communication to a single point of contact. Associated complaint.
Newlon Housing Trust (202420617)
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour and noise nuisance. The landlord’s handling of the resident’s complaint.
Places for People Group Limited (202309583)
The complaint is about the landlord’s handling of the resident’s: Request for kitchen repairs. Associated complaint.
Places for People Group Limited (202348597)
The complaint is about the landlord’s handling of: The resident’s reports about repairs to his kitchen, including his request for a full kitchen replacement. The resident’s reports about repairs to the windows in the property, including his request for all windows to be replaced. The landlord’s complaint handling has also …
Southwark Council (202341713)
The complaint is about: The landlord’s handling of the resident’s reports of a leak, and associated repairs. The landlord’s handling of the resident’s complaint.
Waltham Forest Council (202406940)
The complaint is about the resident’s report that the landlord arranged a meeting of the local tenants and residents’ association (TRA) and did not offer a facility for residents to participate online.
A2Dominion Housing Group Limited (202234916)
The complaint is about the landlord’s handling of the resident’s request for further information about its 2021/2022 service charges. The Ombudsman has also investigated the landlord’s complaint handling.
Adur District Council (202302149)
The complaint is about the landlord’s: Handling of reports of black mould in the property. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.
Bromford Housing Group Limited (202308549)
The complaint is about the landlord’s response to the resident’s request for compensation for: Additional heating costs due to a lack of insulation to the top bedroom. Potential health and safety risks due to a lack of fire-stopping. The reported disruption caused to the resident’s household during the insulation remedial …
East Riding of Yorkshire Council (202320791)
This complaint is about how the landlord handled the resident’s: Request for a transfer to another property in the block when it became available. Reports of antisocial behaviour (ASB) by a neighbour. This investigation has also considered the landlord’s handling of the associated complaint.
Lambeth Council (202401763)
This complaint is about the landlord’s response to the resident’s reports of: Structural issues with the staircase due to damp and crumbling walls. Cracks to the hallway ceiling.
Leeds City Council (202335122)
The resident’s complaint is about the landlord’s handling of: Reports of repairs needed to the communal drainage. Requests for reimbursement of costs.
London & Quadrant Housing Trust (L&Q) (202201163)
The complaint is about the landlord’s handling of a fence repair or replacement. The Ombudsman has also considered the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202227632)
The complaint is about the landlord providing incorrect information about the length of the lease of the resident’s property.
London & Quadrant Housing Trust (L&Q) (202301182)
The complaint is about the landlord’s response to the resident’s enquiries about the estimated service charges for the period 2023 to 2024. This Service has also considered the landlord’s handling of the complaint.
London & Quadrant Housing Trust (L&Q) (202321355)
The complaint is about the landlord’s handling of: Major repairs to the floor. The formal complaint.
Longhurst Group Limited (202313632)
The complaint is about the landlord's handling of: Communal repairs. The communal cleaning. The resident’s associated complaint.
Manchester City Council (202330588)
The complaint is about the landlord’s handling of a tree maintenance request. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
Metropolitan Thames Valley Housing (MTV) (202312684)
The complaint is about the landlord’s handling of the resident’s: Request for information regarding her service charge. Associated complaint.
Metropolitan Thames Valley Housing (MTV) (202322349)
The complaint is about the landlord’s response to the resident’s: Reports of a leak in the loft, and damp and mould. Associated complaint.
Newcastle City Council (202227568)
The complaint is about the landlord’s handling of; repairs to the resident’s property, the resident’s complaint.
North West Leicestershire District Council (202225027)
The complaint is about the landlord's handling of reports of multiple repairs in the property, including leaks, holes in the internal walls, a missing vent and damp and mould.
Nottingham City Council (202312316)
The complaint is about the landlord’s handling of the resident’s: reports of repairs; reports of damp and mould; associated 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)