Housing Ombudsman Decisions

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.

16,227
Total Decisions
11,758
Maladministration Found
2,212
No Maladministration
161
Severe Cases

Decisions by Year

Top Landlords by Volume

Clarion Housing Association Limited 817
Peabody Trust 522
London & Quadrant Housing Trust 517
London & Quadrant Housing Trust (L&Q) 488
Sanctuary Housing Association 360
Metropolitan Thames Valley Housing (MTV) 313

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Browse by Outcome

Severe Maladministration (161) Maladministration (6,396) Partial (5,201) No Maladministration (2,212) Reasonable Redress (1,419) Mediation (232) Outside Jurisdiction (581)

Common Topics (last 2 years)

association occupancy background investigation limited tenancy assured london lives borough council group about november property local authority trust secure bedroom

Top Landlords

Clarion Housing Association Limited (817) Peabody Trust (522) London & Quadrant Housing Trust (517) London & Quadrant Housing Trust (L&Q) (488) Sanctuary Housing Association (360) Metropolitan Thames Valley Housing (MTV) (313) Hyde Housing Association Limited (309) The Guinness Partnership Limited (299) Southern Housing (273) Southwark Council (266) A2Dominion Housing Group Limited (239) Notting Hill Genesis (229)
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Showing 1,173 of 16,227 decisions matching "about"

Sanctuary Housing Association (202126459) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord's handling of the resident's reports of no heating.
Case 202126459 · 28 Jun 2022
Grand Union Housing Group Limited (202108321) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The resident’s complaint is about the landlord’s handling of repairs to the property (including to the windows, bathroom and heating) and its communication with him.
Case 202108321 · 27 Jun 2022
Lewisham Council (202102949) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling the resident’s reports of various repair issues to the property including the heating and fencing.
Case 202102949 · 24 Jun 2022
Newham Council (202127130) Reasonable Redress
Complaint: Occupancy Rights
The complaint is about the landlord's handling of the resident's request for his tenancy to be changed from joint to sole.
Case 202127130 · 23 Jun 2022
Notting Hill Genesis (202123670) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of garden fence repairs.
Case 202123670 · 23 Jun 2022
Onward Homes Limited (202122957) Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s request for replacement external doors. The associated complaint.
Case 202122957 · 23 Jun 2022
Sanctuary Housing Association (202122108) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s fence repair and its communication about this.
Case 202122108 · 23 Jun 2022
A2Dominion Housing Group Limited (202112570) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to the resident’s windows.
Case 202112570 · 20 Jun 2022
Camden Council (202119785) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of blocked drains causing a flood on communal balconies.
Case 202119785 · 20 Jun 2022
Newlon Housing Trust (202006502) Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports about: a boiler leak at his property; redecoration works at his property; repair works to his door. The complaint is also about the landlord’s complaints handling.
Case 202006502 · 20 Jun 2022
The Guinness Partnership Limited (202122166) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s delay to resolve a leak in the resident’s kitchen and repair the damage caused.
Case 202122166 · 20 Jun 2022
Penge Churches Housing Association Limited (202008022) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of condensation in her property.
Case 202008022 · 17 Jun 2022
Anchor Hanover Group (202004280) Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of being bullied by another resident.
Case 202004280 · 16 Jun 2022
The Havebury Housing Partnership (202121189) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord's handling of outstanding repairs to windows in the resident’s property.
Case 202121189 · 16 Jun 2022
Midland Heart Limited (202126107) Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord's handling of the resident's concerns about its communal grounds maintenance. The landlord’s complaint handling.
Case 202126107 · 14 Jun 2022
Citizen Housing (202118721) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of sewage leaks, and her request for compensation.
Case 202118721 · 10 Jun 2022
Cheshire Peaks & Plains Housing Trust (202120405) Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance coming from the floorboards above her property.
Case 202120405 · 8 Jun 2022
Optivo (202105816) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of water ingress and damp at her property
Case 202105816 · 8 Jun 2022
One Housing Group Limited (202123143) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord's handling of a leak coming from the roof of the building into the resident’s property.
Case 202123143 · 6 Jun 2022
Guinness Housing Association Limited (202112707) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property.
Case 202112707 · 30 May 2022
Sanctuary Housing Association (202112456) Reasonable Redress
Complaint: Managing Relations
The complaint is about: The condition of the property at the start of the tenancy and the landlord’s handling of the required repairs. The landlord’s handling of the associated complaint.
Case 202112456 · 29 May 2022
Christian Action (Enfield) Housing Association Limited (202106329) Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s reports of it being excessively cold in the property. The resident’s complaint.
Case 202106329 · 27 May 2022
Thames Valley Housing Association Limited (202112605) Reasonable Redress
Complaint: Estate Management
The complaint is about: The landlord’s handling of the resident’s reports of noise nuisance from the communal door. The landlord’s complaint handling
Case 202112605 · 27 May 2022
Royal Borough of Kensington and Chelsea (202115538) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of a leak and her subsequent request for compensation for items damaged by the leak .
Case 202115538 · 26 May 2022
The Guinness Partnership Limited (202112838) Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord's handling of the resident's reports about the condition of her boiler when she moved into her property after a mutual exchange. The landlord’s complaint handling.
Case 202112838 · 26 May 2022
Sanctuary Housing Association (202120335) Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Repairs to the resident's flooring. The associated complaint.
Case 202120335 · 25 May 2022
Sanctuary Housing Association (202121220) Reasonable Redress
Complaint: Estate Management
The complaint is about: The landlord’s handling of the resident’s reports concerning the repairs and security of the communal bin store. The associated complaint handling.
Case 202121220 · 25 May 2022
London & Quadrant Housing Trust (202106643) Reasonable Redress
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s handling of the resident’s reports of mould growth in her bathroom.
Case 202106643 · 24 May 2022
Greenwich Council (201914844) Reasonable Redress
Complaint: Old Property Condition categories
The complaint is about the landlord’s response to reports of leaks first reported in 2018. The resident has also complained about the landlord’s handing of leak reported in June 2021.
Case 201914844 · 23 May 2022
The Guinness Partnership Limited (202115799) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of: Poor workmanship with regards to repairs in her bathroom. Damp and mould in her bathroom. Damage caused to the bathroom fan and flooding of the bathroom floor.
Case 202115799 · 23 May 2022
Abri Group Limited (202102900) Reasonable Redress
Complaint: Old Complaints Handling categories
The complaint is about: The landlord’s response to the resident’s reports about the suitability of the property. The landlord’s complaint handling.
Case 202102900 · 20 May 2022
Housing 21 (202117730) Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord's response to the resident’s reports of misconduct by a member of the landlord’s staff, relating to a meeting held on 14 January 2020.
Case 202117730 · 20 May 2022
London & Quadrant Housing Trust (202116813) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of: The resident’s reports of repairs to her toilet. The associated complaint.
Case 202116813 · 20 May 2022
Women’s Pioneer Housing Limited (202116794) Reasonable Redress
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s transfer request.
Case 202116794 · 20 May 2022
Newlon Housing Trust (202123057) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of a damaged fence.
Case 202123057 · 18 May 2022
Onward Homes Limited (202119348) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s concerns about the level of compensation offered for a missed appointment.
Case 202119348 · 18 May 2022
Soha Housing Limited (202005163) Reasonable Redress
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s handling of soundproofing works to the resident’s property.
Case 202005163 · 18 May 2022
Flagship Housing Group Limited (202113213) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of flooding into her former property, including the amount of compensation the landlord paid to the resident for her damaged possessions.
Case 202113213 · 16 May 2022
Orbit Housing Association Limited (202103417) Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s response to:
Case 202103417 · 16 May 2022
Peabody Trust (202103149) Reasonable Redress
Complaint: Managing Relations
The resident’s complaint was about the landlord's handling of repairs to a leak in the property and its complaint handling.
Case 202103149 · 16 May 2022
Torus62 Limited (202122355) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports about repairs.
Case 202122355 · 16 May 2022
Thames Valley Housing Association Limited (202104887) Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of: The resident’s reports of noise transference from her neighbour’s property. The associated complaint.
Case 202104887 · 14 May 2022
Notting Hill Genesis (202012575) Reasonable Redress
Complaint: Information and data management
The complaint is about the landlord’s: Data breach. Handling of the data breach formal complaint. Reports of repairs needed to the garden wall.
Case 202012575 · 13 May 2022
Wandle Housing Association Limited (202113615) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the removal of a hanging unit above the resident’s cooker.
Case 202113615 · 13 May 2022
Phoenix Community Housing Association (Bellingham and Downham) Limited (202121475) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of: Repairs to the bathroom extractor fan. Repairs to the back door. Damp and mould in the property.
Case 202121475 · 12 May 2022
Bernicia Group (202115061) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the level of compensation offered by the landlord for its handling of repairs to the resident’s storage heaters.
Case 202115061 · 11 May 2022
Stonewater Limited (202113387) Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s handling of: Service charges paid by the resident for grounds maintenance and cleaning of communal areas. Rubbish removal from the communal car park.
Case 202113387 · 10 May 2022
Wythenshawe Community Housing Group Limited (202105766) Reasonable Redress
Complaint: Financial
The complaint is about the landlord’s response to the resident’s concerns about information he was provided in relation to his rent account.
Case 202105766 · 10 May 2022
Lewisham Council (202103310) Reasonable Redress
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s handling of external works to resolve a damp problem at the resident’s property.
Case 202103310 · 9 May 2022
Clarion Housing Association Limited (202108929) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the level of compensation that the landlord has offered to the resident for the delay in repairing a faulty external door that did not lock.
Case 202108929 · 6 May 2022