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
Westminster City Council (202111760)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the leaseholder’s reports of low water pressure.
A2Dominion Housing Group Limited (202111942)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s reports about its handling of ventilation repairs in her property. The landlord’s complaint handling.
Clarion Housing Association Limited (202101705)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The resident complains about the landlord’s handling of: Repairs to the lino flooring in the shower room. Repairs to the communal main entrance door. Their concerns about the condition of the bin store and communal areas. Reports of a mouse …
Leeds City Council (202106197)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of repairs at the property. The Ombudsman has also considered the landlord’s complaint handling.
London & Quadrant Housing Trust (201915332)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s reports of a roof leak. Handling of the subsequent complaint.
London & Quadrant Housing Trust (202103674)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s: handling of a rat infestation; response to the resident’s request for garden works; handling of various reported repairs to the property’s plumbing and heating systems; handling of the resident’s concerns around anti-social behaviour (ASB); …
London & Quadrant Housing Trust (202114580)
Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s handling of the resident’s reports about overgrown trees. The landlord’s complaints handling.
London & Quadrant Housing Trust (202124952)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about is about the landlord’s response to the resident’s reports of an uncontainable water leak from her bathroom sink damaging her flooring.
Metropolitan Thames Valley Housing (202117717)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Repairs to the resident’s heating and hot water system and the level of compensation offered. The associated complaint.
Shepherds Bush Housing Association Limited (202106094)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s reports about the condition of the windows at the property. Complaints handling.
Aster Group Limited (202128583)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reported issues with her hot water system resulting in a water leak.
Canterbury City Council (202011397)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident’s reports of damage to her belongings. The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of rubbish removal.
Charnwood Borough Council (202111440)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of repairs following a fire at the property below the resident. Specifically, the complaint relates to: The landlord’s handling of works to the resident’s floorboards. The landlord’s handling of repairs to the ceiling …
Citizen Housing (202125268)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns the landlord’s handling of: A leak into the property and the resident’s request for compensation for the damage this caused. The resident’s reports of anti-social behaviour (ASB). The associated formal complaint.
Croydon Churches Housing Association Limited (202006660)
Partial Maladministration
Complaint: Managing Relations
The complaint is regarding the landlord’s: Response to the resident’s reports of a mouse infestation. Handling of repair reports, including relating to damp and mould in the property and a faulty kitchen light. Handling of the resident’s complaint and its …
Complaint: Estate Management
The complaint is about the landlord’s handling of remedial repairs following a leak.
Two Rivers Housing (202127014)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is regarding the landlord’s response to the resident’s: request for a replacement door; reports of heating issues in the property.
Vivid Housing Limited (202124450)
Maladministration
Complaint: Estate Management
The complaint is about the landlord's handling of the resident’s reports of overgrown bamboo from a neighbouring property.
Clarion Housing Association Limited (202117113)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of the resident’s: Request for a refund of the service charges and details of the costs. The landlord’s management of the resident’s rent account. The Ombudsman has also considered the landlord’s complaint handling …
Islington Council (202016425)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of damp and mould in her property.
Shepherds Bush Housing Association Limited (202107472)
No Maladministration
Complaint: Occupancy Rights
The complaint is about the landlord’s: Decision not to add the resident’s two children as members of the household on the tenancy. Response to a report of mice in the property.
Vivid Housing Limited (202125975)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord's handling of: The resident's application to buy her home via the right to buy (RTB) scheme. The resident’s reports of electrical repairs in the property. The resident’s reports of damp and mould in the …
Waltham Forest Council (202111795)
Outside Jurisdiction
Complaint: ASB/Abuse/Nuisance
This complaint is about the Council’s response to the resident’s report of an incident of anti-social behaviour (ASB) on 9 October 2020.
Chesterfield Borough Council (202109856)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint was about: The landlord’s response to the resident’s reports of anti-social behaviour (ASB) including the request for a management move. T he landlord’s decision to send the resident a warning letter. The landlord’s complaint handling.
East Devon District Council (202113709)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s refusal to allow a mutual property exchange. The landlord’s handling of the complaint.
Great Places Housing Association (202122850)
Maladministration
Complaint: Old Property Condition migrated-2025
The resident complains about the landlord’s response to her reports of damage caused to her property following a leak, and the level of compensation/redress offered for this.
Islington Council (202112762)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of repairs to the resident’s boiler; and The landlord’s handling of the resident’s complaint.
Lambeth Council (202002809)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s handling of the resident’s reports of damp and repairs required to fencing and windows at the property. The landlord’s handling of the resident’s concerns about the condition of a vacant, neighbouring property. The landlord’s …
London Borough of Brent (202112043)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The action taken by the landlord in response to reports of Anti-Social Behaviour (ASB), including the proposed installation of a gate and CCTV. The landlord’s handling of reports of noise, smoke, and odours from neighbouring commercial …
London Borough of Hounslow (202118241)
Maladministration
Complaint: Estate Management
The complaint is about the landlord's response to the resident's reports of repairs to the communal guttering.
Royal Borough of Kensington and Chelsea (202113652)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The resident’s complaint is about the landlord’s handling of her reports of noise nuisance from neighbouring properties.
The Guinness Partnership Limited (202124928)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s handling of repairs to the windows and patio doors in the resident’s property.
Broxtowe Borough Council (202111303)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of a roof leak.
Hammersmith and Fulham Council (202109186)
Maladministration
Complaint: Managing Relations
The complaint is about: The resident’s concerns that the landlord failed to act to mitigate the noise transference from the above property, specifically in relation to the flooring. The landlord’s complaint handling.
Metropolitan Thames Valley Housing (202201700)
Maladministration
Complaint: Estate Management
The complaint is about the landlord's response to the resident’s concerns regarding parking enforcement.
Southern Housing Group Limited (202200250)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s reports of a leak in her bathroom Complaint handling (including the level of compensation it awarded)
Kingston upon Thames Council (202116746)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
REPORT COMPLAINT 202116746 Kingston upon Thames Council 4 August 2022 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 […]
Notting Hill Genesis (202005440)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports about: Repairs in the property. Communal maintenance. Communal parking. Communal antisocial behaviour (‘ASB’).
Notting Hill Genesis (202118481)
Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s: response to the resident’s report of a communal door being unsecure; complaints handling.
Peabody Trust (202106252)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance from his upstairs neighbours’ property.
Slough Borough Council (202111823)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to: The resident’s concerns about the state of repair and security of communal doors, the resident’s reports of fly tipping and to the resident’s concerns regarding communal cleaning. The resident’s request for information …
Tamworth Borough Council (202119843)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns: Historical reports made by the resident of subsidence in the property. Repair work done to the property once it became vacant.
Tower Hamlets Homes (202102916)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (‘ASB’) and noise reports. The landlord’s complaint handling.
EMH Housing and Regeneration Limited (202112835)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s handling of: the resident’s reports of damp to his bedroom and living room; drainage repairs reported by the resident; the resident’s reports of window and door repairs needed to improve his security; the resident’s …
Leeds City Council (202116723)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports regarding replastering works at her property.
Tower Hamlets Homes (202122790)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s report of loss of heating in the lounge of his property.
London & Quadrant Housing Trust (202118898)
Maladministration
Complaint: Managing Relations
The complaint concerns the landlord’s handling of: Repairs to the front and back doors of the property. The associated formal complaint into the matter.
Islington Council (202200850)
Partial Maladministration
Complaint: Information and data management
The complaint is about: The landlord’s handling of the resident’s request for a replacement front door and frame. A welfare check. Information held on file The landlord’s complaint handling.
London & Quadrant Housing Trust (202122952)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s reports of damage to the bedroom window; complaints handling.
Sanctuary Housing Association (202100264)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s handling of the resident’s reports concerning the condition of the kitchen at her property. The landlord’s response to the resident’s request for the kitchen to be replaced.