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
Browse by Outcome
Common Topics (last 2 years)
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)
Showing 5,288 of 16,227 decisions matching "property"
One Housing Group Limited (202014275)
Outside Jurisdiction
Complaint: Financial
The complaint is about the level of rent at the property.
Sheffield City Council (201910086)
Maladministration
Complaint: Managing Relations
The complaint is about: the landlord’s response to the resident’s reports of leaks in her property. the landlord’s response to the resident’s concerns about major works and service charges. the landlord’s complaints handling.
Cottsway Housing Association Limited (202000991)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s response to the resident’s report of her neighbour’s shed causing damage to her garden and restricting natural light to her property. The landlord’s handling of the associated complaint.
LiveWest Homes Limited (202010159)
Maladministration
Complaint: Old Property Condition migrated-2025
The resident complained about the landlord’s handling of her request to install a wood burning stove at her property.
Magenta Living (202002947)
No Maladministration
The complaint is about: the condition of the property at the commencement of the resident’s tenancy. the landlord’s complaint handling.
Ashford Borough Council (202001169)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The managing agent’s communication with the resident after he informed it in February 2018 he was no longer living at the property. The managing agent’s request to the resident concerning charges at the end of the …
Notting Hill Genesis (201915560)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s: provision of information about the defect period provided to the resident when purchasing the property. provision of information about the location of the car parking space at the property provided to the resident when …
Cobalt Housing Limited (202009114)
Partial Maladministration
Complaint: Managing Relations
The complaint is regarding the landlord’s handling of: The resident’s reports of various repairs required to the property. The resident’s reports about the conduct of operatives visiting the property.
Homes Plus Limited (previously ,South Staffordshire Housing Association) (202008274)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of reports of mould in the property. The complaint is also about the landlord’s handling of the complaint.
Birmingham City Council (202010091)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: repairs to the porch roof of the resident’s property; the resident’s associated formal complaint.
Croydon Council (202001124)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the condition of the property when the resident moved in and the landlord’s subsequent failure to carry out required repairs.
Harlow District Council (202003552)
No Maladministration
Complaint: Financial
The complaint is about the cost of removing and reinstalling a satellite dish from the outside of the property, which was required as part of major works.
Home Group Limited (202010713)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the level of compensation offered by the landlord in respect of delays in ensuring a gas supply to the resident’s property.
Islington Council (202002434)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of scratches to her windows following cyclical works at the property.
Optivo (202008137)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of leaks into her property and into the building and communal areas.
Southwark Council (202003065)
No Maladministration
Complaint: Financial
The complaint refers to the landlord’s handling of: The outstanding major works to the resident’s kitchen. The replacement of the resident’s carpets following a water leak. The resident’s concerns related to the condition of the property. The resident’s request for …
Aster Group Limited (202010147)
No Maladministration
Complaint: Old Estate Management categories
The complaint concerns the landlord’s handling of the resident’s report of a pest problem in her property.
Believe Housing Limited (202009933)
Partial Maladministration
Complaint: Applicant
The complaint refers to: The landlord’s handling of repairs at the property during the void period. The landlord’s handling of issues at the property once the tenancy had commenced. The landlord’s communication with the resident regarding her energy supply. The …
Ealing Council (202006527)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s handling of the resident’s reports of a water leak into his property.
East Riding of Yorkshire Council (201904145)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The Complaint is about the landlord’s response to residents’ reports about: The drainage at the property and standing water in the garden. Works to the kitchen floor and doors and the fitting of radiators at the property. The contractor attending …
GreenSquareAccord Limited (202013559)
Mediation
Complaint: Health and Safety (inc. building safety)
The level of compensation offered to the resident in relation to the landlord’s handling of a heating repair and a leak at their property.
Hackney Council (202003776)
Outside Jurisdiction
This complaint is about the landlord’s handling of the resident’s requests to: keep a pet at the property in 2016, and to rent a garage in 2018.
Haringey Council (202004508)
No Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about: The landlord’s response to the resident’s complaint about noise from taps and creaking floorboards in her neighbours flat prior to June 2016. The landlord’s response to the resident’s reports in September 2020 of issues arising with …
Home Group Limited (201914309)
Partial Maladministration
Complaint: Managing Relations
The complaint concerns: The landlord’s handling of the resident’s request for re-housing from the local authority. The landlord’s handling of multiple repairs to the resident’s property in 2016 to 2018. The landlord’s handling of multiple repairs to the resident’s property …
Home Group Limited (202008927)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s: handling of the resident’s report that its operatives attended the property without prior notice; handling of the resident’s report that its operatives attended without appropriate personal protective equipment (PPE) and did not maintain social …
Lambeth Council (201902272)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: response to the resident’s reports that her property was not suitable for her needs when initially allocated to her; response to the resident’s request to be rehoused through the local authority’s choice based letting …
Lambeth Council (201911089)
Partial Maladministration
Complaint: Managing Relations
The Complaint is about the landlord’s response to resident’s reports about: The administration of the service charge at the property. The issuing of arrears letters and invoices by the landlord. The landlord’s complaint handling. The cost and level of service …
LiveWest Homes Limited (202010096)
Partial Maladministration
Complaint: Old Charges categories
The Complaint is about the landlord’s response to resident’s reports about: The administration of the rent account at the property. The landlord's handling of the resident’s requests to staircase the property. The landlord’s complaint handling. The amount of overcharged rent …
Newlon Housing Trust (202012759)
Reasonable Redress
Complaint: Old Property Condition categories
The complaint is about the landlord’s handling of the resident’s reports of a leak in her property, and the subsequent damp, mould, and damage to her personal belongings.
Hammersmith and Fulham Council (202005977)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The resident complains about: How the landlord handled repairs reported at the property and the level of compensation offered for delays in completing repairs between April 2019 and November 2020. How the landlord handled repairs reported at the property from …
Homes Plus Limited (previously ,South Staffordshire Housing Association) (202008721)
Reasonable Redress
Complaint: Applicant
This complaint is about: The resident’s concern that the property she bought from the landlord under the Voluntary Right to Buy (VRTB) scheme was mis-sold to her. Problems the resident experienced at the time of her VRTB application and viewing …
Leeds City Council (202009385)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns the landlord’s handling of repairs required to fix a leak in the resident’s property.
Notting Hill Genesis (202010053)
Reasonable Redress
Complaint: Old Charges categories
The complaint refers to: The landlord’s handling of a heating test carried out at the resident’s property and level of compensation offered in respect of this. The resident’s concerns related to his service charge.
Ocean Housing Limited (202001833)
Reasonable Redress
Complaint: Old Home Ownership Issues (not new build) categories
The complaint is about: the landlord’s handling of and response to the resident’s 2019 Right to Buy (RTB) application. Information provided by the landlord about the property in 2017 at the time of the resident’s first RTB application.
Southern Housing Group Limited (201915218)
Partial Maladministration
Complaint: Old Charges categories
The resident complains about: How the landlord handled the administration of her rent account, specifically, its decision to issue a claim for possession of the property. How the landlord handled reports of anti-social behaviour (ASB) against her and her household, …
Catalyst Housing Limited (202003309)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to the resident’s request to provide form EWS1 for the building which the property is situated in.
Community Gateway Association Limited (202002560)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s: Handling of the annual gas safety inspection at the resident’s property during the Covid-19 pandemic; Handling of an asbestos survey at the resident’s property during the Covid-19 pandemic; Complaint handling.
Midland Heart Limited (202000360)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns the level of compensation offered to the resident following his reports of a pest infestation in his property.
Peabody Trust (201904945)
Reasonable Redress
Complaint: Old Property Condition categories
The complaint refers to the landlord’s: handling of proposed upgrades to the resident’s property, complaint handling.
Sanctuary Housing Association (202009170)
Reasonable Redress
Complaint: Staff Training
The complaint is about the landlord’s: response to the resident’s reports of disrepair to the external fascia on her property; complaints handling.
Cross Keys Homes Limited (202003275)
No Maladministration
Complaint: Financial
This complaint is about the landlord’s response to the resident’s concerns regarding the following issues: The compensation offered for belongings damaged by damp and mould at her previous property. Duplication of rent resulting in rent arrears in 2019. The additional …
Leeds City Council (201909241)
Partial Maladministration
The complaint is about the landlord’s: handling of repairs to remedy damp in the resident’s property, response to the resident’s report of his new toilet being unsuitable, complaint handling
Leeds City Council (202000707)
No Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s response to the resident’s concerns about asbestos at her property.
Hammersmith and Fulham Council (202008846)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s handling of repairs due to leaks which affected the leasehold property. The level of redress offered by the landlord for the delay, distress and inconvenience caused. The landlord’s response to the request for redress …
Poole Housing Partnership Ltd (202001799)
No Maladministration
Complaint: Old Property Condition categories
The complaint is regarding the landlord’s handling of: The resident’s reports of damp and mould and other repairs required in the property. The resident’s request to be rehoused due to the issues and overcrowding in the property.
Red Kite Community Housing Limited (201915237)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to concerns raised by the resident about: The upgrade works to the heating system. The upgrade work to the electrics. The asbestos removal. The handling of a decant. The lack of a damp-proof …
East Devon District Council (202008910)
Maladministration
Complaint: Old Home Ownership Issues (not new build) categories
The complaint is about the landlord’s handling of the resident’s reports of cigarette smoke infiltrating into her property from a neighbouring property.
East Midlands Housing Group Limited (201913963)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of repairs to the soffit and fascia boards, guttering and alteration work to the property’s car port roof. Handling of complaints raised about behaviour of contractors when attending repairs. Delay in holding the …
Gentoo Group Limited (202006624)
Reasonable Redress
The complaint is about the landlord’s offer of compensation in relation to the resident’s reports of: a gas leak at the property; its failure to carry out repairs effectively; and contact by a particular member of staff after it had …
Leeds City Council (202007155)
No Maladministration
The complaint concerns the landlord’s decision to not reimburse the resident for the costs incurred when carrying out improvement works to the property.