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 1,955 of 16,227 decisions matching "borough"
London Borough of Hackney (202443817)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of: Repairs to the lifts. Leaks in the communal areas. Individuals sleeping in the communal areas. The resident’s housing application and banding. Reports of statutory overcrowding in the resident’s property.
London Borough of Hounslow (202423242)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The resident’s complaint is about the landlord’s: Response to the grass not being cut when it should have been. Failure to cut back ivy that was affecting his dog's health. Handling of several of the resident’s complaints.
London Borough of Hackney (202322782)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord's handling of the recovery of service charge arrears. We have also considered the landlord’s complaint handling.
London Borough of Lambeth (202433359)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: A radiator repair. The associated complaint.
Dacorum Borough Council (202405607)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by neighbours of his previous property. The landlords response to the resident’s request for reasonable adjustments at his previous property. The landlord’s non-disclosure of ASB …
London Borough of Lambeth (202426737)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: The resident’s rehousing application. The resident’s reports of outstanding repairs and damp and mould within her property.
London Borough of Lewisham (202400587)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord's handling of the resident’s: Request for the landlord to remove a redundant water tank. Reports of a broken extractor fan, damp, and mould. Reports of a leak. We have also considered the landlord’s complaint …
Gateshead Metropolitan Borough Council (202306765)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: the resident’s reports of damp and mould in the property’s living room. repairs to the resident’s boiler condensate pipe, bathroom flooring, external gutters and downpipe. the resident’s reports of a bee infestation …
London Borough of Lewisham (202424214)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of damp and mould.
Gateshead Metropolitan Borough Council (202417243)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: reports of anti-social behaviour (ASB); the associated complaint.
London Borough of Hammersmith and Fulham (202319025)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s: Request for the landlord to fit bifold doors in the property’s bathroom. Request for bathroom adaptation works. Reports of multiple outstanding repairs to the property when the resident moved in.
London Borough of Lambeth (202441008)
Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about how the landlord handled the resident’s reports of a leak from above into her property.
London Borough of Lewisham (202425782)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: A roof leak, ceiling renewal, and asbestos management. The resident’s request for the landlord to compensate her for damaged belongings The resident’s request for the landlord to provide temporary accommodation during repair …
Haringey London Borough Council (202427921)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202427921 Haringey London Borough Council 9 July 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
London Borough of Camden Council (202421397)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports about: anti-social behaviour (ASB) from a neighbour. staff conduct. The Ombudsman has also considered the landlord’s handling of the associated complaint.
London Borough of Hackney (202333300)
Maladministration
Complaint: Responsive repairs/activity
The complaint is about the landlord’s handling of the resident’s reports of leaks, damp and mould.
London Borough of Hackney (202338344)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: The resident’s report of a leak and the associated repairs in the property. The complaint. In its stage 1 acknowledgement the landlord informed the resident that it would usually take 10 days …
London Borough of Islington (202324831)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of pigeon guano on the communal area outside his back door. The Ombudsman has also investigated the landlord’s complaint handling.
London Borough of Hammersmith and Fulham (202429269)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of noise nuisance by a neighbour. We have also investigated the landlord’s complaint handling.
London Borough of Newham (202423147)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord's handling of the resident's service charge queries. This includes queries relating to: CCTV and concierge services. Caretaking services. Repairs to guttering. Services provided by the housing liaison officers. The installation of a new door …
Royal Borough of Kensington and Chelsea (202319777)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of issues with her heating and hot water. The Ombudsman has also investigated the landlord’s complaint handling.
London Borough of Ealing (202425738)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Concerns about a regeneration programme and suitable alternative offers of accommodation. Reports of harassment and discrimination .
Kirklees Metropolitan Borough Council (202326670)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s concerns about grounds maintenance, including the resident’s claim that it was not fulfilling its obligations under the lease agreement.
London Borough of Camden Council (202417664)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of damp and mould, and the associated repairs.
London Borough of Tower Hamlets (202333743)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: Void works at the resident’s property. The associated complaint.
Dartford Borough Council (202327308)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about: How the landlord communicated its decision to change its flexible tenancies to secure tenancies. How the landlord handled the resident’s request to change her tenancy from a joint tenancy to a sole tenancy. We have also …
Eastbourne Borough Council (202427422)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the residents: Reports of water ingress into the property. Reports concerning the conduct of landlord staff. The Ombudsman has also considered the landlord’s handling of the associated complaint.
Haringey London Borough Council (202318746)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s: Requests to be permanently rehoused. Reports of repairs to the property. Requests to be moved to temporary accommodation due to nearby construction. The landlord’s complaint handling as also been considered.
London Borough of Camden Council (202437616)
Maladministration
Complaint: Local Authority / ALMO or TMO
The resident’s complaint was about the landlord’s response to the resident’s reports about roof leaks resulting in loss of electrics and damp and mould, the condition of his skylight, ivy growth and a loose gas pipe. The Ombudsman has considered …
London Borough of Hammersmith and Fulham (202418398)
Severe Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to an infestation of bedbugs at the property. The Ombudsman has also considered the landlord’s complaint handling.
London Borough of Havering Council (202221930)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the kitchen refurbishment. We will also investigate the landlord’s handling of the associated complaint.
London Borough of Hillingdon (202423080)
Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s response to the resident’s: Concerns about staff conduct. Concerns about the garden and overhanging trees at her property.
London Borough of Islington (202437111)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: The resident’s request to take over the tenancy following the death of his mother. Rent arrears that accrued while the request was being considered. We have also considered the landlord’s complaint handling.
London Borough of Lambeth (202413387)
Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of the resident’s: Reports about water ingress, damp and mould. Reports about drain blockages and repairs in her bathrooms. Request for a renewal of the doors and windows in the property. Associated complaint.
London Borough of Lewisham (202419019)
Mediation
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202419019 Lewisham Council 30 June 2025 Our approach Under our early resolution process, the Ombudsman works with the resident and landlord to explore the issues in dispute, identify the matters that […]
Redditch Borough Council (202417927)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord's handling of: The resident’s reports of damp and mould in the property. The installation and maintenance of aids and adaptations. The resident’s reports of structural problems with the balcony wall. The resident’s reports of …
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Handling of the resident’s reports of damp and mould as a result of leaks. Handling of subsequent remedial repairs. Complaint handling.
London Borough of Barnet (202428033)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s: Reports of issues with the drains, damp, and mould. Associated complaint.
London Borough of Hackney (202426908)
Maladministration
Complaint: Responsive repairs/activity
The complaint is about the landlord’s response to the resident’s reports about damp and mould and leaks in the property.
London Borough of Havering Council (202320506)
Maladministration
Complaint: Local Authority / ALMO or TMO
The resident’s complaint is about: Repairs to the guttering, including the time taken to remove scaffolding put up and the communication around this. We have also considered the landlord’s handling of the associated complaint.
London Borough of Lambeth (202428007)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns the landlord’s handling of the resident’s: Reports of multiple repair issues, including leaks, damp and mould. Complaint.
London Borough of Wandsworth (202315207)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Handling of the resident’s reports of damp and mould and the associated repairs. Response to the resident’s reports of damaged belongings. Complaint handling.
London Borough of Barnet (202435181)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of a leak.
London Borough of Newham (202312675)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of: A pest infestation and a request for temporary accommodation Repairs to the drains
Rochdale Boroughwide Housing Limited (202411980)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s: Complaint handling. Knowledge and information management.
London Borough of Camden Council (202442744)
Severe Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of a leak to the resident’s property.
London Borough of Hounslow (202410799)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: Adaptation of the property, including lack of communication and delays to the works. Storage of the resident’s possessions, including her request for reimbursement of removal costs. The resident’s reports of damage to …
Royal Borough of Kensington and Chelsea (202326354)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s rent arrears.
Sandwell Metropolitan Borough Council (202427041)
Maladministration
Complaint: Local Authority / ALMO or TMO
The resident’s complaint is about the landlord’s handling of her reports of: a leak from her bathroom into the ceiling and lights of the hallway and downstairs toilet. other repairs, in particular damaged internal doors, repairs to the kitchen, and …
London Borough of Barnet (202437630)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of leaks from the property above the resident’s.