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 1,975 of 16,227 decisions
WATMOS Community Homes (202013725)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of reports of antisocial behaviour (ASB) made against the resident. The landlord’s response to the resident’s reports of ASB. The resident’s reports of inappropriate staff conduct.
Aster Group Limited (202010322)
No Maladministration
Complaint: Health and Safety (inc. building safety)
This complaint is about the landlord’s response to the resident’s report of a chimney fire at their property on 7 January 2020. This complaint is also about the landlord’s response to the resident’s concerns about the safety of the solid …
Broxtowe Borough Council (201913786)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint concerns the Council’s handling of reports of repair required to the resident’s garage roof.
Catalyst Housing Limited (202002176)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The resident has complained about: the landlord’s response to his reports of noise-related anti-social behaviour (‘ASB’) from his neighbour; the landlord’s handling of his associated complaint.
Citizen Housing (201900746)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s request for adaptations to her property. The complaint is about the landlord’s handling of the resident’s reports of cold spots and drafts in the property.
Hyde Southbank Homes Limited (202001363)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s reports of an infestation of carpet beetles and dust mites in his property. The landlord’s handling of the associated complaint.
Islington Council (202017241)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s suggestions in relation to the antisocial behaviour (ASB) he experienced from a neighbour.
Lambeth Council (202006032)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s handling of an antisocial behaviour (ASB) complaint made against the resident. The landlord’s response to the resident’s reports of ASB. The landlord’s handling of the associated complaint.
Leeds City Council (202102741)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns the time taken by the landlord to repair the resident’s lounge ceiling, following a leak from the property upstairs.
London Borough of Hackney (202012302)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s handling of repairs to the property, involving plumbing leaks, damp, and asbestos. The landlord’s decision to suspend the replacement of kitchen and bathroom works in the property.
Metropolitan Housing Trust Limited (202009961)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs at the property, specifically in respect of the heating and hot water systems and the landlord’s actions in respect of this.
Metropolitan Thames Valley Housing (202015908)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of repairs to resolve damp and mould issues in the resident’s property. The complaint is about the landlord’s complaint handling.
Newlon Housing Trust (202001445)
Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s handling of: the resident’s anti-social behaviour (ASB) reports; the related complaint.
Newlon Housing Trust (202104409)
Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord failing to make explicit that the property did not come with allocated parking.
Notting Hill Genesis (202008430)
Partial Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s reports of pests in the property. The complaint is about the landlord’s handling of the resident’s reports of repairs to the bathroom shower. The complaint is about the landlord’s handling …
Peabody Trust (202014401)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
This complaint is about the insurance information given to the resident by the landlord following a leak in his home, and its handling of his subsequent complaint.
Southern Housing Group Limited (202010169)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of heating and hot water issues at the property.
Thurrock Council (202100915)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of noise nuisance and Anti-Social Behaviour (ASB).
Tower Hamlets Council (202013924)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s water ingress and mould reports.
Watford Community Housing Trust (202010443)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to reports of a boiler leak.
Waverley Borough Council (202013619)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s: reports of a leak and subsequent repair and redecoration works. request for compensation for damage to her property and personal belongings.
Westminster City Council (202011847)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s requests to repair or replace the communal carpet.
Bristol City Council (201915801)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The resident complained about the landlord’s response to their concerns about the functionality of the CCTV cameras.
Cambridge City Council (202001801)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of his neighbour’s barking dog.
Central and Cecil Housing Trust (201909418)
Partial Maladministration
Complaint: Managing Relations
The complaint refers to: The landlord’s handling of the resident’s internal transfer request and communication about this. The landlord’s response to the resident’s request to install a dishwasher and washing machine in her current property. The landlord’s handling of the …
Clarion Housing Association Limited (202004140)
Partial Maladministration
Complaint: Information and data management
The resident complained about the landlord's handling of :
Hammersmith and Fulham Council (202013211)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The resident has complained about: The handling of damp repairs at their previous home. The handling of the decant from their previous home as part of the repairs, including the amount of associated compensation that has been paid. The condition …
Hyde Housing Association Limited (202012315)
Outside Jurisdiction
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s anti-social behaviour (ASB) reports between 2017 and 2019.
Optivo (202010828)
Partial Maladministration
Complaint: Estate Management
The resident complained about the landlord’s handling of reports about: The standard of the cleaning to communal areas. The conduct of the Scheme Manager. The conduct of the Scheme Manager towards another resident. Testing of a fire alarm panel and …
Southwark Council (202004464)
Maladministration
Complaint: Health and Safety (inc. building safety)
The resident has complained about the landlord’s handling of asbestos in her home.
Southwark Council (202008200)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise nuisance. The Ombudsman has also investigated the landlord’s communication with the resident, and its handling of the formal complaint.
Complaint: Financial
The landlord’s handling of repairs to the resident’s kitchen following a leak.
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the front door repair.
ForHousing Limited (202101687)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s response to the resident’s reports of unusual noises from her pipes and boiler.
Metropolitan Housing Trust Limited (202009464)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord handled repairs to the resident’s kitchen.
Notting Hill Genesis (202014007)
Reasonable Redress
Complaint: Financial
The complaint is about: The landlord’s response to the resident’s request for the replacement of her personal belongings damaged at her property. The landlord’s response to the resident’s report that its contractor had caused damage to her personal belongings at …
Peabody Trust (202015287)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The resident has complained about: The landlord’s response to their reports of antisocial behaviour, including noise nuisance and bad odours. The standard of service in the handling of their complaints.
Camden Council (202013322)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint refers to: The landlord’s handling of the resident’s reports of damp and mould in the property. The resident’s request for compensation for her damaged belongings. The landlord’s handling of the associated complaint.
Clarion Housing Association Limited (202000015)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s report of water contamination at the property.
East Midlands Housing Group Limited (202007482)
Reasonable Redress
Complaint: Financial
The complaint is about the landlord’s response to: The resident’s concerns regarding the level of service charges. The administration of the service charge account and its communication.
Metropolitan Housing Trust Limited (202102028)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s request to carry out alterations to her garden. The landlord’s handling of the associated complaint.
Nottingham City Homes (202016013)
No Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202016013 Nottingham City Homes 26 July 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 […]
South Tyneside Housing Ventures Trust Limited (202012516)
Maladministration
Complaint: Estate Management
The complaint is about the standard of cleaning carried out at the property.
Bromsgrove District Housing Trust Limited (202013026)
No Maladministration
Complaint: Managing Relations
The resident complained about the landlord's response to: his report of flooding at the property. his concern that the flooding was the result of the property’s flawed development / construction. his request for compensation.
Catalyst Housing Limited (201914673)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s complaint about: Fly tipping; Dog hairs in the communal areas; Noise nuisance from communal doors and front doors; Its pet policy; A designated point of contact.
Evolve Housing + Support (202012898)
Partial Maladministration
Complaint: Abbeyfield
The complaint refers to: The landlord’s handling of a leak in the building. The landlord’s response to the resident’s request for compensation for his damaged items. The landlord’s handling of the associated complaint. The resident’s concerns that the landlord had …
Greenwich Council (202006184)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of an odour in his property.
London Borough of Hillingdon (202004603)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Handling of the replacement of the front door. Handling of the installation of an extractor fan. Response to the resident’s reports of damp and mould. Response to the resident’s reports of defects to the …
Ongo Homes Limited (202015902)
No Maladministration
Complaint: Managing Relations
The complaint refers to: The landlord’s handling of the resident’s reports of a rodent infestation in her property. The resident’s concerns regarding the pest control company arranged by the landlord and the camera placed in her loft.
Optivo (202007796)
Partial Maladministration
Complaint: Estate Management
The resident has complained about: The landlord’s response to requests for information supporting the service charges. The landlord’s organisation of resident meetings. The landlord’s handling of parking at the development, and the associated gate repairs. The landlord’s response to concerns …