Complaint category
What published UK Housing Ombudsman determinations show about planned works complaints against social landlords.
Across 470 determinations in this category that ordered compensation.
Indicative of published cases only — not a prediction of any individual outcome. See the compensation precedent tool for the full breakdown.
By number of planned works determinations resulting in an adverse finding.
| # | Landlord | Adverse | Severe |
|---|---|---|---|
| 1 | London & Quadrant Housing Trust | 26 | 3 |
| 2 | Peabody Trust | 20 | 0 |
| 3 | Metropolitan Thames Valley Housing (MTV) | 19 | 0 |
| 4 | Clarion Housing Association Limited | 17 | 1 |
| 5 | Southern Housing | 13 | 0 |
| 6 | Stonewater Limited | 11 | 0 |
| 7 | The Guinness Partnership Limited | 11 | 0 |
| 8 | Notting Hill Genesis | 9 | 0 |
| 9 | A2dominion Housing Group Limited | 8 | 3 |
| 10 | Sanctuary Housing Association | 8 | 1 |
202448284 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of bathroom adaptations — extensive delays and a lack of communication, with no work carried out for 19 months beyond surveying and draft plans. It…
202427871 Housing association
The Ombudsman found severe maladministration in the landlord's handling of a roof leak and associated repairs (failures to attend in a timely manner, a 14-month delay in commencing the section 20 process, and poor…
202443598 Housing association
The Ombudsman found severe maladministration for the landlord's handling of reports of heat loss via windows and back door, maladministration for its handling of a radiator not reinstated after works (over 15 months…
202421626 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damaged plaster (works took 7 months with poor oversight, and damp/mould and HHSRS hazards were not addressed) and in its…
202445923 Housing association
The landlord failed to effectively manage its architect and to seek timely clarification from the council, causing excessive delays of around 3 years in delivering disability adaptations and a 20-week delay installing…
202332554 Housing association
The Ombudsman found severe maladministration in the landlord's handling of reports of leaks, damp and mould and remedial repairs, and in its handling of reports about the condition of the windows, and maladministration…
Planned works complaints are one of the Housing Ombudsman's complaint categories. They cover issues a resident has raised with their social landlord that the Ombudsman has investigated and determined. This page summarises the published determinations classified under planned works.
Our index holds 543 published determinations classified under planned works, of which 415 resulted in a finding of maladministration, partial maladministration or severe maladministration.
Across 470 determinations in this category that ordered compensation, awards ranged from £25 to £12,000, with a median of £550. These figures are indicative of published cases only and are not a guide to what any individual complaint might recover.
All figures are derived from determinations published by the Housing Ombudsman Service and are reproduced under the Open Government Licence v3.0. They reflect only complaints that reached a formal determination and are not a complete measure of any landlord's service.