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 7,045 of 16,227 decisions matching "limited"
Clarion Housing Association Limited (202100142)
Outside Jurisdiction
Complaint: Financial
The complaint is about charges in respect of major works, specifically, the landlord’s ability to recover these costs having not set up a sinking fund for such purposes.
Nottingham Community Housing Association Limited (202014644)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s: Decision to relocate the communal bins for the building to directly outside the resident’s property. Associated complaint handling.
Onward Homes Limited (202001260)
No Maladministration
Complaint: Financial
The complaint concerns: The landlord’s handling of repairs to the bathroom. The level of compensation offered by the landlord in respect of this issue. The conduct of the landlord’s contractors when carrying out the repairs.
Richmond Housing Partnership Limited (201909899)
Partial Maladministration
Complaint: Financial
The leaseholder has complained about: the landlord’s handling of major works related to the roof, the flooring in the communal area, and the proposed re-surfacing of the car park; and the costs of these works and its impact on the …
Rochdale Boroughwide Housing Limited (201915903)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s: Application of the single person discount in respect to the resident’s water bill. Handling of repairs to the resident’s windows. Handling of the resident’s reports of damp and mould in his property.
Bromford Housing Association Limited (202012170)
Maladministration
Complaint: Occupancy Rights
The resident has complained about the number of bedrooms in her property, insofar as the property is classified as a three bedroom property; however, the resident considers that the property should be classified as a two-bedroom property.
Longhurst Group Limited (202007558)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s handling of the resident’s reports of damp and mould in her property.
Thames Valley Housing Association Limited (202010454)
Partial Maladministration
Complaint: Estate Management
REPORT COMPLAINT 202010454 Thames Valley Housing Association Limited 25 June 2021 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. […]
The Cambridge Housing Society Limited (202005114)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about:
Co-operative Development Society Limited (202014369)
Partial Maladministration
Complaint: Estate Management
This complaint is about the landlord’s handling of: the removal of plants from a neighbouring garden; the procurement of a new estate gardening contract; the related complaint.
Guinness Housing Association Limited (202004732)
Maladministration
Complaint: Managing Relations
The resident complained about the landlord's response to:
Orbit Group Limited (201908846)
Reasonable Redress
Complaint: Financial
The complaint is about: The landlord’s contractors not making appointments prior to attending the property to complete repairs. The level of rent and service charges. The landlord’s response to the resident’s complaint about the conduct of an officer during a …
Shepherds Bush Housing Association Limited (202014550)
Maladministration
Complaint: Managing Relations
The complaint refers to: The landlord’s response to the resident’s reports of damp in the property. The landlord’s handling of the associated complaint.
First Choice Homes Oldham Limited (202012538)
No Maladministration
Complaint: Estate Management
The complaint refers to: The landlord’s response to the resident’s request for the decorative flagstones and pathway in her garden to be replaced due to health and safety concerns.
LiveWest Homes Limited (202015383)
No Maladministration
Complaint: ASB/Abuse/Nuisance
REPORT COMPLAINT 202015383 LiveWest Homes Limited 22 June 2021 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 […]
The Riverside Group Limited (202017095)
No Maladministration
Complaint: Estate Management
The complaint concerns the landlord’s decision to decline the resident’s request for a fence to be installed at the back of the garden.
Metropolitan Housing Trust Limited (202011850)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of: Repairs to the communal lift. The resident’s complaint about the issue.
One Housing Group Limited (202015974)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord responded to the resident’s reports of a water leak in the bathroom of the property.
One Vision Housing Limited (202015896)
Partial Maladministration
Complaint: Moving/Buying/Selling Home
The complaint concerns: The advice given to the resident by the landlord about his suitability for a property. The impact the landlord’s handling of the resident’s housing application had on his health.
Portsmouth Rotary Housing Association Limited (201906869)
No Maladministration
Complaint: Financial
The complaint refers to the resident’s concerns about: The landlord’s decision to fund days out for its tenants. Fire alarm testing at the property. Staff conduct and professionalism.
Southway Housing Trust (Manchester) Limited (202015797)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s claim for compensation for damage to his belongings, which the resident said was caused by the growth of mould in the property.
Onward Homes Limited (202102430)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The complaint concerns the assessment of the resident’s housing needs
Metropolitan Housing Trust Limited (201912991)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports about delays in cyclical works to the property.
Metropolitan Housing Trust Limited (202009429)
Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: concerns raised by the resident about planned works to his block; the related complaint.
Metropolitan Housing Trust Limited (202101346)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s requests for cyclical works and maintenance to the property.
Midland Heart Limited (201816955)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s response to the resident’s concerns about its refusal of her Voluntary Right to Buy (VRTB) application.
The Riverside Group Limited (202002928)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns the landlord’s handling of: The resident’s reports of antisocial behaviour by his neighbours. The resident’s associated complaints.
Orbit Group Limited (201909990)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of reports of a defective boiler. Complaint Handling.
Clarion Housing Association Limited (202000374)
Reasonable Redress
Complaint: Managing Relations
This complaint is about the landlord’s handling of: the resident’s reports of repairs needed to her property; the resident’s concerns about building insurance cover for the property; the related complaint.
Complaint: Information and data management
The complaint is about landlord’s response to the resident’s request for the refund of rent and bedroom tax, following the reclassification of the property.
Plymouth Community Homes Limited (201907375)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to reports of anti-social behaviour (ASB).
Southern Housing Group Limited (202001366)
No Maladministration
Complaint: Financial
The complaint refers to: The landlord’s response to the resident’s request for compensation for the interruption of the gas supply to the property. The landlord’s handling of the resident’s Subject Access Request. The landlord’s communication and handling of the associated …
Stonewater Limited (202011072)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s reports of repairs required to the intercom system at the property, response to the resident’s reports of repairs required to the communal back door to the property, complaints handling.
The Guinness Partnership Limited (202011931)
Outside Jurisdiction
Complaint: Managing Relations
The complaint concerns the landlord’s response to reports of staff conduct.
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the repair to the boiler.
Clarion Housing Association Limited (201907136)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s response to the resident’s reports of condensation on her windows.
Home Group Limited (201912966)
Reasonable Redress
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s response to the resident’s concerns regarding the administration of the sales procedure in respect of the property which she owned.
Metropolitan Housing Trust Limited (202010666)
Maladministration
Complaint: Estate Management
The complaint is about: the landlord’s handling of the resident’s request for a refund of her service charge in relation to the number of times the communal lift was not in operation; the landlord's associated handling of the complaint.
The Guinness Partnership Limited (202005376)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord's response to the resident’s report that a leak from her toilet in 2020 had caused her water bill to increase. The resident’s concerns about her increased water usage between 2016 and 2020, which she …
The Guinness Partnership Limited (202009057)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns: The landlord’s handling of the resident’s historical reports of antisocial behaviour. The landlord’s handling of the resident’s reports of antisocial behaviour from mid-2020 onwards. The impact the antisocial behaviour had on the resident and her partner’s health.
The Riverside Group Limited (202003714)
Reasonable Redress
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of a property transfer offer.
Clarion Housing Association Limited (202003044)
No Maladministration
Complaint: Financial
The complaint concerns: The landlord’s handling and administration of the resident’s service charge payments. The level of the service charge. The landlord’s handling of the formal complaint about these matters.
The Cambridge Housing Society Limited (202010357)
Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s handling of the resident’s reports of pests in her property. The landlord’s complaint handling
York Housing Association Limited (202002635)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: the resident’s reports that the property had not met lettable standards; the resident’s reports of repairs needed to her property; kitchen upgrade works; the resident’s requests for it to consider her circumstances …
Midland Heart Limited (202013847)
Maladministration
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202013847 Midland Heart Limited 10 June 2021 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 is […]
Clarion Housing Association Limited (202015048)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint refers to: The landlord’s handling of the major adaptations to the resident’s property. The resident’s concerns about delays caused by the local authority and its appointed contractor in completing the adaptations.
One Housing Group Limited (202007494)
Partial Maladministration
Complaint: Financial
The complaint is about: The level and reasonableness of the service charges paid by the resident. The landlord’s response to the resident’s queries regarding service charges. The landlord’s response to the resident’s request for information concerning cladding on the building …
Your Housing Limited (202004434)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns the level of compensation offered to the resident by the landlord following the loss of heating and hot water in her property.
Clarion Housing Association Limited (202104519)
Outside Jurisdiction
Complaint: Financial
REPORT COMPLAINT 202104519 Clarion Housing Association Limited 8 June 2021 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman Scheme. The Ombudsman must determine […]
Midland Heart Limited (202101408)
Outside Jurisdiction
Complaint: Financial
The complaint is about the landlord’s handling of reports of pipe blockages and leaks into the Resident’s property.