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 1,959 of 16,227 decisions
Peabody Trust (202112807)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns how the landlord handled: Noise nuisance from a scrapyard near the property. The sale of the property to the resident. The associated formal complaint into these matters.
Phoenix Community Housing Association (Bellingham and Downham) Limited (202112913)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s handling of the resident’s report of recurrent leaks from the property above.
Royal Borough of Kensington and Chelsea (202120109)
No Maladministration
Complaint: Financial
The complaint is about the landlord's response to the resident’s queries about rent arrears on her account.
Sovereign Housing Association Limited (202014672)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s response to the resident’s compensation claim about leaks which resulted in a decant.
Stoke-on-Trent City Council (202113456)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to: The resident’s reports of water ingress. The resident’s reports concerning the lift shaft, broken Perspex, trees outside the property and damp and mould. The associated complaint.
Complaint: ASB/Abuse/Nuisance
The complaint is about:
The Guinness Partnership Limited (202200377)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s report of a pest infestation in her property.
Trafford Housing Trust Limited (202100386)
Maladministration
Complaint: Old Property Condition migrated-2025
This complaint is about: The length of time the resident had to wait to move into the property. The landlord’s response to the resident’s requests for reasonable adjustments whilst waiting for Disabled Facilities Grant (DFG) funded adaptations to be carried …
Vivid Housing Limited (202104383)
No Maladministration
Complaint: Estate Management
The complaint concerns how the landlord allocated the parking bays for the resident’s property.
Wandle Housing Association Limited (202115426)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s reports of: The level of compensation following leaks and associated damage from a boiler repairs. Complaint handling through its internal complaints process.
A2Dominion Housing Group Limited (202110737)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s: Handling of the resident’s concerns about the fire protection works. Complaint handling.
Aster Group Limited (202112898)
Maladministration
Complaint: Estate Management
The complaint is about: - The landlord’s administration of the resident’s service charge account. The landlord’s handling of the resident’s concerns about grounds maintenance carried out on her estate. The landlord’s handling of the resident’s complaint.
Birmingham City Council (202011026)
Maladministration
Complaint: Managing Relations
The complaint concerns the landlord’s handling of: The resident’s leak reports and related compensation claim for damage caused to the property. The related complaint.
Clarion Housing Association Limited (202114070)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlords handling of the residents reports of a moth infestation in the property.
Housing 21 (202107347)
No Maladministration
Complaint: Estate Management
The landlord’s handling of the resident’s concerns over other residents’ use of her housing scheme’s communal drying/garden area.
Islington Council (202116052)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to the resident’s boiler.
Silva Homes Limited (202125865)
Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s concerns over a trellis fence erected by his neighbour.
Soho Housing Association Limited (202111856)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s handling of the resident’s reports of water ingress, damp, and other repairs to the property. The landlord’s handling of the resident’s temporary decant and his request for a permanent move. The landlord’s complaints handling.
Stroud District Council (202126000)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s requests for kitchen improvements.
The Riverside Group Limited (202109918)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlords handling of the resident’s request for compensation for damaged flooring and increased energy bills.
Bournville Village Trust (202125427)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s rehousing application and its response to her concerns about its allocation process.
Clarion Housing Association Limited (201914561)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident about: issues with the water pressure and temperature. damp and mould and a request for a surveyor inspection. The Ombudsman has also considered the landlord’s complaints handling.
Clarion Housing Association Limited (202109355)
Severe Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the residents’ reports of drain blockages.
Dartford Borough Council (202108863)
No Maladministration
Complaint: Financial
Complaint is about the landlord’s decision to recharge the resident for proposed works to a shed roof.
Lambeth Council (202108805)
Partial Maladministration
Complaint: Managing Relations
The resident’s complaint was about: The landlord’s handling of repairs to the resident’s property. The landlord’s handling of the resident’s concerns regarding the removal of the neighbour’s garden wall. The landlord’s complaint handling.
Leeds City Council (202100672)
No Maladministration
Complaint: Moving/Buying/Selling Home
This complaint is about: The resident’s request to be rehoused; The landlord’s response to the resident’s concerns about the condition of the property.
Livv Housing Group (202002814)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The resident’s complaint is about the landlord’s handling of her reports of Anti Social Behaviour (“ASB”) by a neighbour.
Thames Valley Housing Association Limited (201906959)
Maladministration
Complaint: Estate Management
The resident’s complaint is about: The landlord’s response to the resident’s reported defects in her property including the landlord’s response to the resident’s reports of damage caused to her property and personal belongings by contractors. The landlord’s response to the …
The Cambridge Housing Society Limited (202125794)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about landlord's response to the resident’s request: to run a business from her property; for the landlord to waive its fees for the sale of the property.
Tower Hamlets Homes (202200036)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord's response to the resident’s concerns about delayed repairs to the heating system.
Wandsworth Council (202112083)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance by a neighbour.
Camden Council (201905616)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s handling of the: repairs to the front door report of the conduct of the operatives repairing the front entrance door report of the conduct of its staff resident’s reports of anti- social behaviour and …
Haringey London Borough Council (202128345)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to the resident’s bedroom window and balcony door due to leaks
Housing 21 (202017589)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of the resident’s reports of: Concerns about Covid-19 advice and safety. Concerns about fire safety due to fire doors being left propped open. Concerns about the costs of a handy person service.
Peabody Trust (202009028)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s response to the resident’s requests for a breakdown of the service charge spend for the financial year 2018/19. The proportion of the service charges paid by the resident and the level of the landlord’s …
Stafford & Rural Homes (202110240)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of the: resident’s reports of the outstanding repairs required to the property resident’s request to be transferred. the related complaint.
The Guinness Partnership Limited (202127330)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord’s offer of compensation in relation to issues and delays with bathroom repairs. The landlord’s complaint handling.
Warwickshire Rural Housing Association Limited (202120658)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s boiler repairs and its offer of compensation for this.
LiveWest Homes Limited (202202129)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The complaint concerns information about the ‘right to buy’ provided by the landlord when the property was let to the resident and their accepting the tenancy understanding that they had the ‘right to buy’ the property.
London Borough of Croydon (202109511)
Maladministration
Complaint: Old Property Condition categories
The complaint is about the standard and quality of work carried out at the property, including to the bathroom and kitchen.
Sanctuary Housing Association (202122653)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of repairs relating to her shed.
Thames Valley Housing Association Limited (202126838)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s concerns about repairs following a leak.
The Riverside Group Limited (202110871)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s attempts to access the resident’s property to carry out an inspection. The landlord’s handling of the complaint.
Torus62 Limited (202103586)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s: Enquiries about his service charge account. Concerns about the quality of maintenance work the landlord had completed to his building.
Town and Country Housing (202108830)
No Maladministration
Complaint: Old Property Condition migrated-2025
This complaint is about how the landlord responded to the resident’s concerns about the roofing works to her building, including: The removal of asbestos roof tiles and damage to potentially asbestos containing materials in her ceiling. Her request that the …
Hammersmith and Fulham Council (202109799)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of: The resident’s reports of subsidence at the property. Associated repair issues believed to be caused by the subsidence.
Hammersmith and Fulham Council (202115349)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s reports about a leak into the property. The landlord’s complaint handling.
Haringey Council (202107523)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of damp and mould at the property, and its handling of associated repairs.
Hyde Housing Association Limited (202102491)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about: How the landlord handled the resident’s personal data. The landlord’s response to: The resident’s reports of ASB by her neighbours. Allegations of ASB made about the resident by her neighbours. The landlord’s handling of the associated …
Metropolitan Thames Valley Housing (202123112)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s handling of repairs to rectify a flood in the resident’s bathroom and its handling of follow-on works. The landlord’s handling of repairs to a leak under the resident’s bath and its handling of follow-on …