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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Browse by Outcome

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 1,959 of 16,227 decisions

South Tyneside Council (202124095) No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The resident’s request for priority banding for rehousing.
Case 202124095 · 1 Aug 2022
Wandle Housing Association Limited (202012550) Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of repairs at the resident’s property. The landlord's response to the resident’s assertion that his property was illegal and in breach of the Decent Homes Standard, the Building Act 1984, and unsafe in …
Case 202012550 · 1 Aug 2022
Westminster City Council (202111322) Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to: The resident’s report of a leak at her property. The associated complaint.
Case 202111322 · 1 Aug 2022
Barnsley Metropolitan Borough Council (202015889) No Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s reports of it being at fault in relation to a collapsed ceiling .
Case 202015889 · 29 Jul 2022
Catalyst Housing Limited (202101599) Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports about: Cleaning services not received. Repairs to the ventilation system. ASB in the communal areas. The complaint handling.
Case 202101599 · 29 Jul 2022
Hyde Housing Association Limited (202016984) Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports about: Notification of a rent increase. Anti-Social Behaviour (ASB) from a neighbour. Fire Safety. The landlord’s associated complaints handling has also been investigated.
Case 202016984 · 29 Jul 2022
Islington and Shoreditch Housing Association Limited (202127482) Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The landlord’s handling of the resident’s reports of anti-social behaviour.
Case 202127482 · 29 Jul 2022
Kingston upon Hull City Council (202124741) Maladministration
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s handling of repairs to the resident’s boiler and heating system.
Case 202124741 · 29 Jul 2022
Lambeth Council (202124358) Maladministration
Complaint: Information and data management
The resident complains about the landlords handling of: The reports of repairs to the boiler, and; the formal complaint. The Ombudsman has also considered the landlord’s record keeping.
Case 202124358 · 29 Jul 2022
Metropolitan Thames Valley Housing (MTV) (202127578) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports about repairs to the guttering at the property.
Case 202127578 · 29 Jul 2022
Newlon Housing Trust (202014809) Partial Maladministration
Complaint: Estate Management
REPORT COMPLAINT 202014809 Newlon Housing Trust 29 July 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 is […]
Case 202014809 · 29 Jul 2022
NSAH (Alliance Homes) Limited (202118648) No Maladministration
Complaint: Managing Relations
The landlord’s response to the resident’s report that its contractor caused scratches to his vehicle.
Case 202118648 · 29 Jul 2022
One Housing Group Limited (202110606) No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance from his neighbour’s property.
Case 202110606 · 29 Jul 2022
Royal Borough of Kensington and Chelsea (202124640) Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of damage to his kitchen units during pest-proofing works.
Case 202124640 · 29 Jul 2022
Southern Housing Group Limited (202107232) Partial Maladministration
Complaint: Health and Safety (inc. building safety)
This complaint is about the landlord’s handling of: the resident’s attempt to sell his property; the resident’s fire safety concerns; its buy back of the resident’s property; the related complaint.
Case 202107232 · 29 Jul 2022
Sovereign Housing Association Limited (202116095) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to resident reports of an unsafe garden and the level of compensation offered.
Case 202116095 · 29 Jul 2022
The Riverside Group Limited (202000460) No Maladministration
Complaint: Financial
The complaint is about: The landlord’s response to the resident’s: Request for repairs and works, including internal and communal repairs and works pursuant to a legionella inspection, and a Fire Risk Assessment (FRA). Request for a copy of the FRA …
Case 202000460 · 29 Jul 2022
Trafford Housing Trust Limited (202125041) Partial Maladministration
Complaint: Financial
The complaint is about:
Case 202125041 · 29 Jul 2022
Wandle Housing Association Limited (202119196) Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of: Repairs needed to the resident’s window due to damp and mould. Repairs to the lighting within the communal car park. The resident’s concerns regarding a missing communal bin. The associated complaint.
Case 202119196 · 29 Jul 2022
West Kent Housing Association (202116558) No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s decision not to install soundproofing in the resident’s property.
Case 202116558 · 29 Jul 2022
A2Dominion Housing Group Limited (202007813) Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s response to: the resident’s report of human waste coming through the ventilation unit in the bathroom. the related complaint
Case 202007813 · 28 Jul 2022
Catalyst Housing Limited (202014330) Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s request for air conditioning during major works. The complaint handling delay.
Case 202014330 · 28 Jul 2022
Hornsey Housing Trust Limited (202014795) No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s request for a replacement kitchen and bathroom.
Case 202014795 · 28 Jul 2022
Newham Council (202126549) Mediation
Complaint: Old Property Condition migrated-2025
The complaint is about the level of compensation the landlord offered the resident following their complaint about its handling of a repair to a leak into the property.
Case 202126549 · 28 Jul 2022
Nottingham City Homes Registered Provider Limited (202126630) Maladministration
Complaint: Managing Relations
The complaint concerns: The landlord’s handling of communal roof repairs and pests. The landlord’s response to the resident’s complaint about its customer service.
Case 202126630 · 28 Jul 2022
Notting Hill Genesis (202112545) Reasonable Redress
Complaint: Moving/Buying/Selling Home
This complaint is about the landlord’s handling of the sale of the resident’s property.
Case 202112545 · 28 Jul 2022
Orbit Housing Association Limited (201813089) Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident’s reports concerning anti-social behaviour.(ASB) The landlord’s complaint handling.
Case 201813089 · 28 Jul 2022
Reading Borough Council (202108870) Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of adaptations to the property.
Case 202108870 · 28 Jul 2022
Ashford Borough Council (202112658) Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of repairs to the resident’s windows. The landlord’s decision to issue the resident with a Notice Seeking Possession (NOSP) following a visit to his property by a contractor, on 5 February 2021.
Case 202112658 · 27 Jul 2022
Hyde Housing Association Limited (202115651) Maladministration
Complaint: Managing Relations
This complaint is about: The landlord’s handling of major works to the windows and the redecoration of the communal areas at the resident’s building. The landlord’s handling of the associated complaint.
Case 202115651 · 27 Jul 2022
Kirklees Council (202016387) Outside Jurisdiction
Complaint: Financial
The complaint is regarding the landlord’s response to the resident’s: Concerns over damaged asbestos in the property. Request for compensation.
Case 202016387 · 27 Jul 2022
London & Quadrant Housing Trust (202121043) Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s reports of outstanding repairs to his shower . The landlord’s complaint handling.
Case 202121043 · 27 Jul 2022
London & Quadrant Housing Trust (L&Q) (202109081) Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of the resident’s reports of a repair to the boiler following a leak in February 2021. Handling of the resident’s reports of a repair to the boiler in October 2020. Handling of the …
Case 202109081 · 27 Jul 2022
One Housing Group Limited (202109886) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is regarding: The landlord’s response to the resident’s reports of leaks affecting his property, and its handling of related repairs. The amount of compensation offered by the landlord.
Case 202109886 · 27 Jul 2022
Optivo (202101144) Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s response to the resident’s concerns: regarding the registration of the building as a safe house regarding her reports of anti-social behaviour regarding her request for a property transfer the related complaint
Case 202101144 · 27 Jul 2022
Clarion Housing Association Limited (202109325) Reasonable Redress
Complaint: Occupancy Rights
The complaint is about the landlord’s response to the resident’s request to remove him from the joint tenancy.
Case 202109325 · 26 Jul 2022
Karbon Homes Limited (202113542) Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s: response to the resident’s queries regarding the level of his rent; request that the resident remove a fence at his property; complaints handling.
Case 202113542 · 26 Jul 2022
Leeds City Council (202105184) Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the residents reports of leaks from the roof of the property.
Case 202105184 · 26 Jul 2022
Notting Hill Genesis (202012006) Reasonable Redress
Complaint: Managing Relations
This complaint is about the level of redress the landlord offered in response to the resident’s various concerns about its services, management and complaint handling from December 2019.
Case 202012006 · 26 Jul 2022
Platform Housing Group Limited (202120865) Maladministration
Complaint: Estate Management
The complaint is about: The landlords handling of the resident’s concerns about rear access to their garden, and; the landlords handling of the resident’s complaint through its internal complaints process.
Case 202120865 · 26 Jul 2022
Tower Hamlets Homes (202121885) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The landlord's handling of the resident’s reports of: no heating and hot water. the hot water supply being ‘too hot’.
Case 202121885 · 26 Jul 2022
Waltham Forest Council (202124993) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports about the shower door at the property.
Case 202124993 · 26 Jul 2022
Jigsaw Homes Tameside (202108701) No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to the resident’s air ventilation system.
Case 202108701 · 25 Jul 2022
Thames Valley Housing Association Limited (202126898) No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint refers to the landlord’s handling of: The resident’s reports of noise nuisance from a nursery beneath his property. Repairs to a broken washing machine.
Case 202126898 · 25 Jul 2022
Jewish Community Housing Association Limited (202010619) Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident about: The concerns about fire safety and the removal of fire extinguishers. The completion of a person-centred fire risk assessment. The request for a copy of a fire risk assessment. …
Case 202010619 · 22 Jul 2022
Sovereign Housing Association Limited (202103368) No Maladministration
Complaint: Old Property Condition migrated-2025
The resident complains about the landlord’s response to:
Case 202103368 · 22 Jul 2022
Thames Valley Housing Association Limited (202119209) Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord’s handling of renewal works to the resident’s bathroom. The landlord’s complaint handling and record keeping.
Case 202119209 · 22 Jul 2022
Aspire Housing Limited (202119733) No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports concerning damp and mould in her property.
Case 202119733 · 21 Jul 2022
Lambeth Council (202012280) Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s handling of: the resident’s anti-social behaviour (ASB) reports; a warning letter it sent to the resident; the related complaint.
Case 202012280 · 21 Jul 2022
Places for People Group Limited (202127848) No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s handling of the resident’s reports of leaks in her property The landlord’s response to her reports of damage to her burglar alarm
Case 202127848 · 21 Jul 2022