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"
London & Quadrant Housing Trust (201914783)
Partial Maladministration
Complaint: Leaseholder
The complaint is about the landlord’s response to the resident’s: allegations of not maintaining the drainage system at the property; request to make a claim for damages; associated formal complaint.
Newham Council (201907168)
Partial Maladministration
Complaint: Financial
The complaint is about: the landlord’s handling of rent arrears following the resident’s succession of the tenancy; the landlord’s handling of repairs to the resident’s property; the landlord’s complaints handling.
Paragon Asra Housing Limited (202005054)
Outside Jurisdiction
Complaint: Information and data management
The resident complained about the landlord’s: handling of a staircasing transaction in 2012. response to their request for the registration certificate for the solar panels at the property.
The complaint is about the landlord’s response to the resident’s reports of reoccurring leaks at their property.
Grand Union Housing Group Limited (201913972)
Maladministration
Complaint: Case Review
The complaint is about the landlord’s response to the resident’s report of disrepair in the property, primarily: The dormer windows not fitted correctly, allowing water ingress into his flat when open; The water leak into his flat; The front and …
Clarion Housing Association Limited (201906262)
Maladministration
Complaint: Old Property Condition categories
The resident complains about the landlord’s delay in resolving a leak into the property, and its subsequent offer of compensation for this.
Lambeth Council (201910354)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s concerns about plans for electrical works at her property; response to the resident’s reports about anti-social behaviour (ASB) from her neighbour, including: noise nuisance; cigarette smoke entering her property; response …
Hackney Council (202005077)
Mediation
Complaint: Old Property Condition migrated-2025
The resident complained about the landlord’s handling of repairs to the heating and hot water in the property.
Hammersmith and Fulham Council (201904615)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns: The landlord’s handling of the resident’s reports of a leak into his property. The landlord’s decision not to investigate this complaint at stage two.
Notting Hill Genesis (202000349)
No Maladministration
Complaint: Old Complaints Handling categories
The complaint is about: The landlord’s response to the resident’s requests for adaptations to the property. Her reports of repairs required to the property. The landlord’s handling of her complaint.
Octavia Housing (202007247)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s response to the resident’s reports of noise disturbance from a neighbouring property; The landlord’s response to the resident’s reports of damage caused to the property by works carried out at a neighbouring property; The …
Leeds City Council (202005372)
Mediation
Complaint: Repairs
The resident complained about the landlord’s response to repairs, following a number of leaks at the property.
London & Quadrant Housing Trust (202001700)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about: The accuracy of the fire safety assessment completed by the landlord in relation to the building which the resident owns a property in. The landlord’s response to Government guidance on fire safety and cladding in relation …
Citizen Housing (202003591)
No Maladministration
The complaint is about the landlord: providing inaccurate information to the resident about the number of years remaining on the lease; making a decision about which potential buyer to sell the property to; charging the resident an administration charge; charging …
Notting Hill Genesis (201911186)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: repairs to the resident’s windows and doors; complaints about intermittent hot water at the property; the associated formal complaint.
Southwark Council (202008684)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of reports of a backflow surge of water into the property and its response to the complaint.
Home Group Limited (202000698)
No Maladministration
Complaint: Old Tenants Behaviour categories
The complaint is about the landlord’s response to the resident’s report of an unauthorised person living in the neighbouring property.
Clarion Housing Association Limited (202002439)
No Maladministration
Complaint: Old Compensation categories
The complaint is about: The landlord’s response to two leaks in the property including the length of time taken by it to resolve these matters. The landlord’s response to the resident’s request for compensation for the damage to his personal …
Hyde Housing Association Limited (202001296)
Maladministration
Complaint: Old Health and Safety categories
The complaint is about how the landlord dealt with arrangements to carry out an annual gas safety inspection at the resident’s property.
Notting Hill Genesis (202001127)
No Maladministration
Complaint: Old Property Condition categories
The complaint is about how the landlord had responded to the resident’s reports of issues with the satellite signal serving his property.
The Riverside Group Limited (202001482)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about: the landlord’s response to the resident’s reports of leaks into his property, including the conduct of its staff and damage to the property and his appliances; and the landlord’s handling of the resident’s complaints.
Clarion Housing Association Limited (202000084)
No Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s decision to remove the resident’s light and fan fitting to resolve issues with the property’s electrical supply.
Clarion Housing Association Limited (202002244)
No Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s: refusal to repair a dividing fence at the resident’s property; handling of the associated formal complaint.
Newlon Housing Trust (201912566)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to Government guidance on cladding in relation to the building the resident owns a property in. Response to the resident’s request to reimburse the costs which she had incurred in attempting to sell …
One Vision Housing Limited (202003683)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s decision not to allow partition of the rear garden at the property.
St Mungo Community Housing Association (201910473)
Maladministration
Complaint: Managing Relations
The complaint is about: the landlord failing to carry out void works prior to the resident moving into the property; the length of time it took the landlord to carry out repairs; the landlord’s communication, including complaint handling and staff …
Chorus Homes Group Limited (202004390)
No Maladministration
Complaint: Information and data management
The complaint refers to: The Landlord’s handling of a repair to the drain of the Resident’s property. The Landlord’s communication with the Resident. The Landlord’s response to the Resident’s concerns about the storage and removal of his personal data. The …
Metropolitan Housing Trust Limited (202000692)
Reasonable Redress
Complaint: Old Home Ownership Issues (not new build) categories
The landlord’s response to the resident’s request for maintenance and cyclical works at the property.
The Riverside Group Limited (201915347)
Partial Maladministration
Complaint: Old Complaints Handling categories
The resident has complained about the landlord’s response to his reports of issues with the general cleanliness of the bin store and communal hallway, a broken communal door, maintenance of the car park and noise nuisance from the property above. …
London & Quadrant Housing Trust (202001175)
Maladministration
Complaint: Old Complaints Handling categories
The complaint concerns: The landlord’s decision to replace a double-glazed bedroom window, that it had installed at the resident’s property, with a single-glazed window following planning permission issues with the local authority. The landlord’s communication and complaint handling.
London & Quadrant H T (201908355)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports regarding a rodent infestation at her property and the amount of compensation it subsequently offered.
Tower Hamlets Homes (202005444)
No Maladministration
Complaint: Estate Management
The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s decision not to install an intercom door entry system at the resident’s property. The resident’s application to move from her property.
Notting Hill Genesis (202002298)
No Maladministration
Complaint: Information and data management
The complaint is about: The landlord’s handling of credits and compensation payments due to the resident following a substantial leak at the property in July 2018 and its overall administration of her rent account; and The landlord’s handling of the …
Yarlington Housing Group (202006045)
Reasonable Redress
The complaint concerns the landlord’s handling of the resident’s request to repair the back fence and gate in his property.
bpha Limited (202002074)
No Maladministration
Complaint: Old Tenants Behaviour categories
The complaint is about the landlord’s response of reports of smells coming into the property from a neighbouring property.
Magenta Living (202003279)
No Maladministration
The complaint is about the landlord’s decision to allow contractors to carry out works at an empty property in the block and letting of a property during the Covid-19 pandemic. The complaint is also about the landlord’s complaints handling.
Gloucester City Homes Limited (201916109)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The resident has complained that: The landlord failed to respond to their initial reports of a fly infestation The landlord took too long to respond to a leak and the resulting remedial works The landlord took too long to remove …
Believe Housing Limited (202005049)
Mediation
Complaint: Old Property Condition migrated-2025
The resident complained about the landlord’s response to repairs throughout their property.
Birmingham City Council (201915592)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s response to: The resident’s Subject Access Request. The resident’s reports of outstanding repairs to his boiler. The resident’s concerns that the Gas Safety Certificate for his property is not valid.
Complaint: Local Authority / ALMO or TMO
The resident complained about the landlord’s response to reports of mould at the property.
London Borough of Sutton (201908725)
No Maladministration
This complaint is about: The landlord’s response to the resident’s concerns about the property above being used as temporary accommodation. The landlord’s response the resident’s reports of noise nuisance from her upstairs neighbour.
Network Homes Limited (202001328)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to: the resident’s reports concerning the safeguarding of residents in relation to ongoing construction in the neighboring property; the resident’s reports of disrepair to security gates and doors at the property; the resident’s …
Newham Council (202000455)
Mediation
Complaint: Local Authority / ALMO or TMO
The resident complained about the landlord’s: Response to the loss of water supply to their property. Handling of their formal complaint.
Notting Hill Genesis (201811046)
No Maladministration
Complaint: Old Property Condition categories
The complaint is regarding the landlord’s handling of: Works required to the windows in the property Repairs to a back door and the surrounding flooring Renewal of the kitchen units The resident’s formal complaint on the issues.
Barnet Council (201901321)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s response to the resident’s reports of disrepair at the property. The landlord’s response to the resident’s reports of noise nuisance from the neighbouring properties. The landlord’s handling of the complaint.
East Midlands Housing Group Limited (202001018)
Maladministration
Complaint: Old Property Condition categories
The resident complains about the landlord’s response to his reports of damp and mould in the property.
Harrow Council (201914659)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint concerns: The landlord’s response to the resident’s reports of a pest infestation. The landlord’s response to the resident’s reports of damp and mould, and the overall condition of the property. The impact on the resident’s health from the …
Newham Council (201907602)
Maladministration
Complaint: Managing Relations
The leaseholder complains about the landlord’s handling of: reports of a repair at his property, and; the subsequent formal complaint.
Clarion Housing Association Limited (201913880)
Maladministration
Complaint: Leaseholder
The complaint is about the landlord’s handling of the resident’s: report of a leak into his property; associated formal complaint.
Hammersmith and Fulham Council (202002314)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns how the landlord: handled the resident’s reports of a water leak into the property, handled the resident’s complaint