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 (202000464)
No Maladministration
Complaint: Old Charges categories
The complaint is about: the landlord’s handling of repairs to the communal areas of the building the property is situated in, specifically whether repairs were being carried out properly and/or were necessary; the level of service charge increases.
Metropolitan Housing Trust Limited (202007488)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of reports of it removing vegetation from the garden of the resident’s property without her permission.
Stonewater (2) Limited (201912877)
Partial Maladministration
The complaint is about the landlord’s response to the resident’s: Concerns regarding service charge elements. Request for reimbursement following redecoration at the property.
Equity Housing Group Limited (201902020)
Partial Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s handling of repairs to the windows and the length of time it took to replace the windows at the property. The complaint is also about the landlord’s complaint handling.
Greenwich Council (201910844)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the leaseholder’s: reports of a leak into the property and consequent damage; associated formal complaint
Sanctuary Housing Association (202002585)
Maladministration
Complaint: Financial
The resident has complained that: The landlord has not provided a reasonable explanation of, or supporting information for, the service charge items The landlord has increased the rent twice within a year The landlord has managed the rent account inappropriately …
The Riverside Group Limited (201909268)
Maladministration
Complaint: Old Property Condition categories
The resident has complained about the landlord’s: response to her reports of damp and mould in her property; handling of a leak through her bedroom ceiling.
Gentoo Group Limited (202000538)
No Maladministration
Complaint: Old Property Condition categories
This complaint is about the landlord’s response to the resident’s request to bring forward the installation of double glazing to her property.
Clarion Housing Association Limited (202003506)
Maladministration
The complaint concerns: The condition of the property at the start of the tenancy and how the subsequent repairs were handled by the landlord. The level of compensation offered by the landlord.
North Devon Homes (202001535)
Maladministration
Complaint: Old Property Condition categories
The complaint concerns the landlord’s handling of remedial works at the property for mould and damp.
Bristol City Council (201914973)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: the level of redress offered by the landlord in respect of its acknowledged failings in carrying out works at the property, the landlord’s response to the resident’s request for compensation in respect of the damaged carpet …
Clarion Housing Association Limited (201906498)
Reasonable Redress
Complaint: Old Property Condition categories
The complaint is about the landlord’s response to the resident’s request for compensation in relation to repairs to the property’s guttering, patio door, boiler, wet room and damp and mould.
Hyde Housing Association Limited (201909494)
No Maladministration
Complaint: Financial
The resident has complained about: The landlord’s response to her reports of a leak in her property, specifically that the leak was caused by defects in her property. The landlord’s response to her request for her rent liability to be …
One Housing Group (202001816)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to: A fire in the resident’s property The resident’s request for re-housing
Hammersmith and Fulham Council (202000590)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of repairs required at the property; in particular, delay to inspection/repair of an airbrick in the bedroom and associated damp and mould inspection and treatment.
Notting Hill Genesis (201911978)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord's handling of the resident’s reports concerning: noise related ASB issues with the neighbours. the handling of her request to be transferred to another property.
Mosscare St. Vincent’s Housing Group Limited (202003392)
No Maladministration
This complaint is about the landlord’s handling of the resident’s concerns about the information he was given about the Right to Acquire (RTA) the property when he accepted the tenancy.
Woking Borough Council (202000175)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: response to the resident’s request for repair works to the toilet at his property; response to the resident’s request for an electric heater to be installed in the bathroom at his property; response to …
LiveWest Homes Limited (202004014)
Partial Maladministration
Complaint: Estate Management
The complaint refers to: The Landlord’s handling of the Resident’s concerns about the management of the car park at her property. The Landlord’s complaint handling of this matter.
Phoenix Community Housing Association (Bellingham and Downham) Limited (201908453)
Partial Maladministration
Complaint: Leaseholder
The complaint is about: The landlord’s response to the resident’s reports of damage caused to the property following a leak. The landlord’s communication in relation to a cancelled appointment following the leak. The landlord’s complaint handling of these matters.
Southwark Council (201815464)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The resident complained about the landlord’s response to his: reports of a gas leak at the property on 8 February 2019. report of a gas leak on 20 February 2019. reports of its handling of the repair and replacement of …
Wandsworth Council (202000746)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s handling of internal repairs to the property, including delays in completing repairs, poor communication with its contractor about the works required and the extent of the works the landlord is prepared to undertake; and …
Array (202001047)
Outside Jurisdiction
Complaint: Old Charges categories
The resident complains about the level of service charge charged in relation to his property and the reasonableness of the charge.
London & Quadrant Housing Trust (201914099)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s: Response to Government guidance on fire safety and cladding in relation to the building which the resident owns a property in. Request for the resident to pay its legal fees in relation to her …
Optivo (202005182)
Maladministration
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s response to the resident’s reports of mould in her property.
Six Town Housing Limited (202000098)
No Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s response to: repairs at the property; cigarette smoke entering the property.
Axiom Housing Association Limited (202002115)
Maladministration
Complaint: Old Property Condition categories
The complaint is about the time taken by the landlord to activate the gas supply in the resident’s property at the beginning of the tenancy.
Eastbourne Borough Council (202003830)
Partial Maladministration
Complaint: Case Review
The complaint refers to: The landlord’s handling of your transfer from your previous property. Information provided by the landlord at the beginning of your tenancy. The landlord’s complaint handling of these matters. The landlord’s offer of compensation for errors it …
Westminster City Council (202002702)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to a leak at the property and its subsequent compensation offer.
Leeds City Council (201912704)
No Maladministration
Complaint: Managing Relations
The complaint is about: the landlord’s handling of the resident’s reports of repairs needed to the rear door, kitchen, window sealant and fences of her property the landlord’s response to the resident’s complaint about the conduct of a staff member
Bassetlaw District Council (202002925)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint concerns the resident’s eviction from their former property due to rent arrears, which they state arose due to errors in the administration of their claims for housing benefits, discretionary housing payments and universal credit.
Haringey Council (202003505)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of a leak coming from the property above her own.
Newham Council (201908648)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s reports about a rodent infestation in the loft above her property; complaints handling.
Croydon Council (202005546)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about: Section 20 work that was completed by the landlord at the resident’s property in 2016. Charges for the section 20 works which the resident opted out of. The landlord’s response to the resident’s request to produce …
Royal Borough of Kensington and Chelsea (201913984)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of contractors arriving at his property without identification and entering a room without his permission.
London Borough of Hillingdon (202000105)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports regarding: multiple instances of water ingress at his property between August and December 2019; and the identity of the person occupying the residence above him.
Hammersmith and Fulham Council (201909756)
Maladministration
Complaint: Managing Relations
The complaint refers to: The Landlord’s handling of the Resident’s request for the windows in her property to be repaired. The Landlord’s complaint handling of this matter.
Thirteen Housing Group Limited (201908379)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the residents: reports of anti-social behaviour (ASB); request to transfer to an alternative property.
Brentwood Borough Council (202002909)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s application for disability adaptations to her property.
Catalyst Housing Limited (202005511)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s request to be reimbursed for personal possessions which were damaged following a burst pipe at the property.
Cornwall Housing Limited (201907060)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s reports of repairs required in the bathroom at the property, decision to charge the resident for repairs to the tap in the bathroom at the property and complaints handling.
Hyde Housing Association Limited (201903897)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s responses to the resident’s reports about delays in completing maintenance work at the property. The landlord’s handling of the complaint.
Salix Homes Limited (202008367)
Mediation
Complaint: Repairs
The complaint concerns the landlord’s handling of repairs at the resident’s property
The Riverside Group Limited (202001988)
Outside Jurisdiction
Complaint: Old Charges categories
The complaint concerns whether or not the resident is liable to pay for communal heating for their property
Westminster City Council (201815568)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports about the cost and efficiency of the heating system within the property.
A2Dominion Housing Group Limited (202003911)
Maladministration
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s response to the resident’s reports of damp and mould in her property.
Brentwood Borough Council (201915056)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about how the landlord handled a boundary issue relating to the resident’s property.
Catalyst Housing Limited (201912385)
Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is regarding the landlord’s response to the resident’s queries on the following: The status of her tenancy and the implications on her request for a transfer. Her application for the mutual exchange of the property. The handling of …
Catalyst Housing Limited (202001591)
Maladministration
Complaint: Old Property Condition migrated-2025
The tenant has complained that: The landlord has not resolved the reported damp and mould problem in the property (particularly the bedroom, living room and kitchen) The landlord has not installed the correct adaptation (a ramp to the front door) …
Clarion Housing Association Limited (201915302)
No Maladministration
Complaint: Old Estate Management categories
The complaint is about: The landlord’s response to resident’s reports of noise and heating issues; the landlord’s response to the resident’s request for compensation, following his reports about the condition of the second property and his termination of the tenancy.