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 1,868 of 16,227 decisions matching "trust"
London & Quadrant Housing Trust (L&Q) (202328959)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of repairs to the resident’s heating and hot water system. The Ombudsman has also investigated the landlord’s complaint handling.
Complaint: Old Property Condition categories
The complaint is about the landlord’s handling of roof repairs and the resident’s subsequent reports of damp and mould.
Peabody Trust (202326358)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s response to: The resident’s report of damp, and its handling of the associated repairs. The resident’s request that it replace the floor covering in the affected room. The resident’s request that it provide alternative …
Peabody Trust (202318378)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s: Reports that other residents were using the communal washing line area to socialise. Reports that the bin storage area was unused. Associated complaint.
Complaint: Estate Management
The complaint is about the landlord’s handling of fence repairs at the resident’s property.
London & Quadrant Housing Trust (L&Q) (202225258)
Partial Maladministration
Complaint: Information and data management
The complaint is about the landlord’s handling of: Personal data. The resident’s reports of ASB. The associated complaint.
London & Quadrant Housing Trust (L&Q) (202323184)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident's: Concerns about her housing situation and request to be rehoused. Associated complaint.
Peabody Trust (202327027)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s: Concerns about cyclical works to the property. Reports of a leak and repairs to the roof. We have also considered the landlord’s handling of the associated complaints.
Peabody Trust (202325455)
Partial Maladministration
Complaint: Financial
The resident’s complaint is about: The level of rent for the property. The landlord giving him a new tenancy agreement when he transferred to the property. The landlord’s complaint handling.
Peabody Trust (202327321)
Maladministration
Complaint: Old Estate Management categories
The complaint is about the landlord’s response to the resident’s concerns about lift breakdowns.
London & Quadrant Housing Trust (L&Q) (202229424)
Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of: Service charges relating to repairs to communal lights and pest control. The resident’s report of damage having been caused to her satellite dish by its contractors. The Ombudsman has also considered the …
London & Quadrant Housing Trust (L&Q) (202308087)
Maladministration
Complaint: Managing Relations
The complaint concerns the landlord’s: Handling of the resident’s request for a replacement kitchen. Complaint handling.
Peabody Trust (202304617)
Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s: Response to the resident’s concerns about the property’s insulation. Complaint handling and customer service.
London & Quadrant Housing Trust (L&Q) (202313077)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s request for soundproofing. We have also investigated the landlord’s complaint handling.
London & Quadrant Housing Trust (202322512)
Partial Maladministration
Complaint: Old Complaints Handling categories
This complaint is about the landlord’s handling of : The resident’s reports about communal electric repairs. The associated complaint.
London & Quadrant Housing Trust (L&Q) (202215447)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of: Repairs to the balcony. The associated complaint.
London & Quadrant Housing Trust (L&Q) (202307487)
Reasonable Redress
Complaint: Moving/Buying/Selling Home
The complaint is about the condition of the property when let to the resident and the level of compensation the landlord offered for this.
Peabody Trust (202317719)
Outside Jurisdiction
Complaint: Financial
The resident’s complaint is about the landlord’s handling of concerns about its buildings insurance tender process and residents being overcharged for their annual insurance premium.
Peabody Trust (202339413)
Maladministration
Complaint: Old Complaints Handling categories
The resident’s complaint is about the landlords handling of: Repairs following a roof leak. The complaint.
London & Quadrant Housing Trust (L&Q) (202319737)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s reported leak. The Ombudsman has also assessed the landlord’s complaint handling.
Peabody Trust (202314939)
Reasonable Redress
Complaint: Financial
The resident’s complaint is about: The landlord’s handling of the resident’s queries about service charges and the resident’s concerns that the landlord had mislaid her direct debit form. How the landlord calculated the resident’s service charges. The landlord’s handling of …
London & Quadrant Housing Trust (202310740)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of reports about: the central heating system; leaks and associated repairs; the external fan to the bathroom; and bedroom window frames. We have also considered the landlord’s handling of:
Peabody Trust (202227442)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s handling of: A leak into the property. Concerns about electrical safety.
Peabody Trust (202311449)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s: Response to the resident’s reports of a burglary at the property. Complaint handling.
The Extracare Charitable Trust (202319027)
Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s reports about excessive heat in the property.
London & Quadrant Housing Trust (L&Q) (202310713)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s: Request that it repair his windows. Formal complaint.
London & Quadrant Housing Trust (L&Q) (202312771)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s reports of a leak from the roof, and the associated damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
Newlon Housing Trust (202303556)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s handling of the resident’s: Concerns about the safety and security of the communal bin stores. Associated complaint.
London & Quadrant Housing Trust (L&Q) (202231157)
Maladministration
Complaint: Information and data management
The complaint is about the landlord’s response to the resident’s reports of issues with her windows. This investigation also considers the landlord’s complaint handling and record keeping.
Peabody Trust (202233466)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s response to the resident’s request to repair a gate to the communal bin area. The Ombudsman has also considered the landlord’s complaint handling as part of the assessment.
Peabody Trust (202308551)
Reasonable Redress
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s reports of outstanding repairs and damage to the property following a long term temporary move to carry out major repair works. We have also considered the landlord’s handling of the …
Peabody Trust (202329607)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s response to the resident’s request to resolve an issue with the external communal lights. The Ombudsman has also considered the landlord’s complaint handling as part of the assessment.
London & Quadrant Housing Trust (L&Q) (202311021)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of: Noise nuisance and anti-social behaviour (ASB). Staff misconduct. The Ombudsman has also considered the landlord’s complaint handling.
London & Quadrant Housing Trust (202305570)
No Maladministration
Complaint: Financial
The complaint is about: the level of service charges. the landlord’s management of the resident’s rent account.
London & Quadrant Housing Trust (L&Q) (202302237)
Reasonable Redress
Complaint: Information and data management
The complaint is about the landlord’s handling of the resident’s request for information about the replacement of the kitchen, bathroom, plumbing and electrics in the property. The Ombudsman has also considered the landlord’s complaint handling.
Newlon Housing Trust (202219557)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of:
Peabody Trust (202403150)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about: The landlord’s handling of the residents’ report of a non-flushing toilet. The associated complaint handling.
London & Quadrant Housing Trust (202410480)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s handling of: Subsidence at the property. Repairs, including reports of a leak from the property above. The resident’s concerns about the conduct of its contractors and damage to her personal belongings. Reports of mice …
London & Quadrant Housing Trust (L&Q) (202339743)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s: Reports of a noise nuisance. Request for triple glazing. The landlord’s complaint handling has also been assessed.
London & Quadrant Housing Trust (L&Q) (202341681)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s reports of repairs to his kitchen following a leak, including reports of mould and water damage. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
London & Quadrant Housing Trust (L&Q) (202343223)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: handling of reported inappropriate conduct of its contractor. response to reports that the kitchen units and flooring were damaged, following a leak. handling of the associated complaint.
Peabody Trust (202231396)
Maladministration
Complaint: Old Property Condition categories
The resident’s complaint is about the landlord’s handling of repairs to the taps in her property.
Peabody Trust (202231718)
Maladministration
Complaint: Old Property Condition categories
The resident’s complaint is about the landlord’s handling of repairs to the heating and hot water system.
Peabody Trust (202233695)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the: Resident’s reports of a leak. Associated complaints.
Peabody Trust (202316568)
Reasonable Redress
Complaint: Financial
The complaint is about the landlord’s handling of the resident’s concerns about its service charges including cost of communal lighting being connected to his utility meter.
Peabody Trust (202318876)
No Maladministration
Complaint: Financial
The complaint was about: The landlord’s response to the resident’s concerns about the quality of fire safety works, its contractors and her request that the landlord pay for the fire safety works. The consultation for and the costs of fire …
Peabody Trust (202331367)
Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s handling of the resident’s reports of subsidence, leaks, damp and mould and its proposed compensation.
Peabody Trust (202331774)
No Maladministration
Complaint: Managing Relations
The resident’s complaint is about the conduct of a staff member while handling an antisocial behaviour (ASB) case.
London & Quadrant Housing Trust (202407290)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about: the impact of repair issues on the health of the resident and his daughter. the landlord’s handling of: work to the kitchen extractor fan. leaks, damp, mould and bathroom extractor fan repairs. window issues. We have …
London & Quadrant Housing Trust (L&Q) (202303026)
Reasonable Redress
Complaint: Financial
The complaint is about the landlord’s handling of the resident’s: Reports of errors made on the service charge account. Concerns about the level of the management fee charged.