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

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Severe Maladministration (161) Maladministration (6,396) Partial (5,201) No Maladministration (2,212) Reasonable Redress (1,419) Mediation (232) Outside Jurisdiction (581)

Common Topics (last 2 years)

association occupancy background investigation limited tenancy assured london lives borough council group about november property local authority trust secure bedroom

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)
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Showing 3,795 of 16,227 decisions matching "council"

London Borough of Camden Council (202317709) Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s responses to the resident’s complaints about its decisions regarding a universal key system in the resident’s borough .
Case 202317709 · 30 May 2025
London Borough of Camden Council (202410608) Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Handling of the resident’s reports of a roof leak, damp and mould. Complaint handling.
Case 202410608 · 30 May 2025
Southwark Council (202411821) Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of damp and mould, and their proposed move to temporary accommodation.
Case 202411821 · 30 May 2025
Winchester City Council (202322119) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The resident’s complaint is about the landlord’s response to: Reports of damp and mould in the property. Reports of heating and ventilation issues. Reports of incurred debt as a result of the property condition. The resident’s concerns about the landlord’s …
Case 202322119 · 30 May 2025
Derby City Council (202214347) Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
Case 202214347 · 29 May 2025
Nottingham City Council (202306942) No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to: The resident’s reports of subsidence in his property. The resident’s request that it remove a tree that was next to his property.
Case 202306942 · 29 May 2025
St Albans City and District Council (202429405) Maladministration
Complaint: Local Authority / ALMO or TMO
The resident’s complaint was about: The resident’s concerns about the condition of the property on letting and further repairs. The landlord's response to the resident's reports of mould in the property. The landlord’s complaint handling.
Case 202429405 · 29 May 2025
Eastbourne Borough Council (202330568) Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord's response to the resident’s reports regarding the maintenance of shrubs and a wall at the side of his property.
Case 202330568 · 28 May 2025
Haringey London Borough Council (202342751) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: The resident’s reports of a faulty intercom system. The resident’s reports of ongoing issues with the lifts being out of service. The resident’s request to be rehoused. The resident’s complaint.
Case 202342751 · 28 May 2025
Leeds City Council (202105687) Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of repairs to the front and back doors, and the associated complaint.
Case 202105687 · 28 May 2025
Milton Keynes Council (202421402) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to: The resident’s reports of damp and mould in the property. The resident’s request that it replace her bathroom. The resident’s report that her curtain rail had become detached from the wall. The …
Case 202421402 · 28 May 2025
Slough Borough Council (202305272) Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of damp and mould at the property. The Ombudsman has also investigated the landlord’s complaint handling.
Case 202305272 · 28 May 2025
City of Westminster Council (202226345) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the residents:
Case 202226345 · 27 May 2025
City of Westminster Council (202405147) Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of issues with the resident’s heating and hot water. We have also considered the landlord’s complaint handling and record keeping.
Case 202405147 · 27 May 2025
Haringey London Borough Council (202325584) Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
Case 202325584 · 27 May 2025
Leeds City Council (202304704) Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of repairs in the property.
Case 202304704 · 27 May 2025
London Borough of Camden Council (202310255) Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour. The landlord’s handling of the associated complaints.
Case 202310255 · 27 May 2025
London Borough of Camden Council (202348136) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the resident’s concerns about condition of the property at the start of the tenancy. We have also considered the landlord’s complaint handling.
Case 202348136 · 27 May 2025
North Northamptonshire Council (202319564) Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s: Reports of repairs to the windows. Reports of repairs to the heating system. Request for a kitchen renewal. The Ombudsman has also considered the landlord’s complaint handling.
Case 202319564 · 27 May 2025
Barnsley Metropolitan Borough Council (202424401) No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of issues with his neighbour.
Case 202424401 · 23 May 2025
Epping Forest District Council (202414667) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s: Concerns as to the reasons given for the rent increase and an error on the rent increase letter. Reports of damp and mould in the bathroom and bedroom. Reports of …
Case 202414667 · 23 May 2025
Haringey London Borough Council (202423177) Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: Repairs to the front entrance door. Reports about leaks and associated damage. Concerns about the condition of brickwork. Reports of faulty radiators. The Ombudsman has also considered the landlord’s complaint handling.
Case 202423177 · 23 May 2025
London Borough of Camden Council (202215702) Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202215702 Camden Council 23 May 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 case. This […]
Case 202215702 · 23 May 2025
London Borough of Havering Council (202312359) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s concerns about its: Withdrawal of an offer of accommodation. Communication about rent arrears. We have also considered the landlord’s complaint handling.
Case 202312359 · 23 May 2025
Luton Borough Council (202420326) Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Handling of reports of antisocial behaviour (ASB). Complaint handling.
Case 202420326 · 23 May 2025
Manchester City Council (202330593) Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s: Request for it to complete repairs in the garden. Associated complaint.
Case 202330593 · 23 May 2025
Mansfield District Council (202126813) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: The resident’s reports of various repairs. The resident’s reports that its staff and contractors were attending the property without giving notice. The resident’s concerns about staff conduct and a lack of support …
Case 202126813 · 23 May 2025
Milton Keynes City Council (202219477) Maladministration
Complaint: Financial
The complaint is about the landlord’s: Response to the resident’s requests for a new water cylinder. Handling of repairs to resolve a leak through an outbuilding roof. Response to the resident’s requests for compensation for damaged belongings. We have also …
Case 202219477 · 23 May 2025
Waverley Borough Council (202325469) 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. Reports of garden flooding, external repairs, and recharge concerns. Aids and adaptations queries. Reports of cooker issues. Safeguarding concerns. Associated complaints.
Case 202325469 · 23 May 2025
Barnsley Metropolitan Borough Council (202407070) Reasonable Redress
Complaint: Responsive repairs/activity
The resident’s complaint is about the landlord’s handling of a replacement electric fire.
Case 202407070 · 22 May 2025
Central Bedfordshire Council (202300740) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202300740 Central Bedfordshire Council 22 May 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 case. […]
Case 202300740 · 22 May 2025
City of Westminster Council (202423148) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s handling of the resident’s reports of a blocked toilet and waste back-surging into her bath. The landlord’s handling of the resident’s request to move. The landlord’s handling of the resident’s complaint.
Case 202423148 · 22 May 2025
Leeds City Council (202325343) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s concerns about: Repairs to the property’s windows. Hazards in the garden of the property. Broken and blocked drains. A broken bathroom sink. The Ombudsman has also investigated the landlord’s complaints …
Case 202325343 · 22 May 2025
London Borough of Lambeth (202223933) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202223933 Lambeth Council 22 May 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 case. This […]
Case 202223933 · 22 May 2025
Sandwell Metropolitan Borough Council (202421293) Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of damp and mould and associated repairs. The Ombudsman has also considered the landlord’s complaint handling.
Case 202421293 · 22 May 2025
Barnsley Metropolitan Borough Council (202337480) Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: The rewiring of the resident’s property. Its contractors leaving the property in a mess after the rewiring works, and the resident’s reports of damaged and missing items.
Case 202337480 · 21 May 2025
Kingston upon Hull City Council (202315837) Mediation
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of arranging gas service appointments.
Case 202315837 · 21 May 2025
Leeds City Council (202326662) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: management of the resident’s concerns about the temporary accommodation condition handling of the resident’s reports of repairs in the kitchen in her property handling of the resident’s reports of damp and mould in her …
Case 202326662 · 21 May 2025
North Kesteven District Council (202319679) Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s concerns about: the windows and doors in his property not retaining heat. the cost of his ground heat pump. damp and mould in the property. This Service has also investigated …
Case 202319679 · 21 May 2025
North Tyneside Council (202430789) Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s handling of the associated complaint.
Case 202430789 · 21 May 2025
Norwich City Council (202327130) Maladministration
Complaint: Responsive repairs/activity
The complaint is about the landlord’s handling of repairs to the resident’s front door and adjacent wall.
Case 202327130 · 21 May 2025
Nottingham City Council (202328988) Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord's handling of the upkeep of the communal area of the resident’s property.
Case 202328988 · 21 May 2025
City of Westminster Council (202323261) No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s: Reports of a personal injury due to a ruptured post surgery incision, sustained moving to temporary accommodation. Reports of required repairs, damp, and mould. Move to temporary accommodation. Reports of …
Case 202323261 · 20 May 2025
City of Westminster Council (202327330) Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: Bathroom works between May 2023 and May 2024. The resident’s complaints.
Case 202327330 · 20 May 2025
Colchester City Council (202325825) Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of damp and mould.
Case 202325825 · 20 May 2025
London Borough of Camden Council (202326521) Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of a repair to the communal front door following a forced entry to deliver a fire safety programme. The Ombudsman has also considered the landlord’s complaint handling.
Case 202326521 · 20 May 2025
London Borough of Camden Council (202331237) Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: Reports of noise nuisance. The resident’s request for rehousing. Compensation offered following a previous Ombudsman determination. The associated complaints.
Case 202331237 · 19 May 2025
Bolsover District Council (202326157) No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of reports of noise nuisance.
Case 202326157 · 16 May 2025
Southwark Council (202314265) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Handling of reports of damp and mould at the property. Response to reports of a damaged internal door. Handling of issues with the garden. Complaint handling.
Case 202314265 · 15 May 2025
Stevenage Borough Council (202412705) Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s:
Case 202412705 · 15 May 2025