Complaint category
What published UK Housing Ombudsman determinations show about responsive repairs complaints against social landlords.
Across 10,945 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 responsive repairs determinations resulting in an adverse finding.
| # | Landlord | Adverse | Severe |
|---|---|---|---|
| 1 | London & Quadrant Housing Trust | 934 | 213 |
| 2 | Clarion Housing Association Limited | 662 | 98 |
| 3 | Peabody Trust | 466 | 83 |
| 4 | Southern Housing | 393 | 78 |
| 5 | Notting Hill Genesis | 358 | 64 |
| 6 | Sanctuary Housing Association | 321 | 58 |
| 7 | Metropolitan Thames Valley Housing (MTV) | 283 | 33 |
| 8 | Hyde Housing Association Limited | 270 | 35 |
| 9 | The Guinness Partnership Limited | 250 | 38 |
| 10 | Southwark Council | 239 | 37 |
202439478 Housing association
Severe maladministration was found in the landlord's handling of persistent leaks, damp and mould in the bathroom, where it failed to investigate underlying causes, carry out effective repairs, or consider household…
202434608 Housing association
Severe maladministration was found in the landlord's response to the resident's reports of no heating or hot water. The gas was capped in July 2024 following failed safety inspections, and the resident was left without…
202534568 Housing association
Severe maladministration found for the landlord's handling of reports of no heating or hot water, with the resident without heating/hot water for almost 3 years due to repeated failures to arrange repairs.…
202446072 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a communal leak, which caused water ingress into her home and remained unresolved for over three years. It also found severe…
202347731 Housing association
The Ombudsman found maladministration, service failure, severe maladministration, mediation settlement in the landlord’s handling of The landlord’s handling of reports of personal items that were stored in communal…
202513471 Housing association
Severe maladministration was found in the landlord's response to reports of a pest infestation, which remained unresolved for 23 months despite repeated contractor recommendations for proofing works. Maladministration…
Responsive repairs 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 responsive repairs.
Our index holds 15,685 published determinations classified under responsive repairs, of which 13,695 resulted in a finding of maladministration, partial maladministration or severe maladministration.
Across 10,945 determinations in this category that ordered compensation, awards ranged from £10 to £358,282, with a median of £500. 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.