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
Platform Housing Group Limited (202012058)
No Maladministration
Complaint: Estate Management
REPORT COMPLAINT 202012058 Platform Housing Group Limited 23 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 […]
Royal Borough of Kensington and Chelsea (202012553)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of concerns over the conduct of its contractors.
Thirteen Housing Group Limited (202010684)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s concerns about its management of the stair lifts servicing the building.
Bromford Housing Association Limited (202006884)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is regarding the landlord’s handling of the lettings process for the complainant’s former tenancy.
Clarion Housing Association Limited (202001388)
Partial Maladministration
Complaint: Estate Management
This complaint is about the landlord’s handling of: concerns raised by the resident about communal cleaning; repairs to the communal door; the resident’s reports of a faulty front door to his flat.
Complaint: ASB/Abuse/Nuisance
The landlord’s handling of the resident’s reports of noise nuisance from the flat above.
Newham Council (202101367)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlords handling of the resident’s request for compensation following a decant from her property.
Notting Hill Genesis (202014861)
Partial Maladministration
Complaint: Estate Management
This complaint is about the landlord’s handling of: the resident’s concerns about the condition of a communal lobby; the related complaint.
Peabody Trust (202009412)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of noise nuisance from a neighbouring property.
Welwyn Hatfield Borough Council (202013840)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB), namely, the use of cannabis by her neighbours.
Clarion Housing Association Limited (202001459)
Partial Maladministration
Complaint: Financial
The leaseholder complains about: delays to a window repair from September 2019; delays to repairs to a door entry system; service charges for repairs to a door entry system, and; complaint handling.
London & Quadrant Housing Trust (202002368)
Partial Maladministration
Complaint: Estate Management
The complaint refers to: The landlord’s response to the resident’s reports of a water leak into her property. The resident’s concern that she should be paying her service charge directly to the managing agent of the building instead of the …
London & Quadrant Housing Trust (202017370)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s: Response to the resident’s concerns regarding the requirement to carry out fire safety remedial works in the building which he owns a property in. Response to the resident’s concerns that it was not responsible …
Midland Heart Limited (202101516)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint concerns the landlord’s decision to decline the resident’s request to purchase her property under the right to buy scheme.
Newham Council (202009415)
Mediation
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: administrative error when it provided the resident with a tenancy agreement with a rent figure that was incorrect, request that the resident sign a new tenancy agreement with a rent figure the resident disputed.
South Tyneside Council (202105807)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint concerns reports of an abandoned vehicle in a parking bay opposite the resident’s property.
Trafford Housing Trust Limited (202008540)
Maladministration
Complaint: Managing Relations
The resident complained about the landlord's response to his complaint that he had been left without heating and hot water for 18 months between 2016 - 2018.
A2Dominion Housing Group Limited (202012837)
Partial Maladministration
Complaint: Managing Relations
The complaint concerns the landlord’s: Handling of repairs to resolve water leaks into the property. Compensation offer to the resident for delays in fixing the leaks. Formal complaint into these matters.
Havering Council (202008258)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns: The landlord’s response to the resident’s reports of mould at her property and the remedial works offered by it for this. The landlord’s handling of the associated complaint.
Hyde Housing Association Limited (202000095)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s request to replace the kitchen worktop. Complaint handling.
London & Quadrant Housing Trust (202009045)
No Maladministration
Complaint: Financial
The complaint refers to: The landlord’s handling of repairs following a leak from the roof of the resident’s building. The landlord’s response to the resident’s request for compensation for distress and inconvenience and costs incurred as a result of the …
Nottingham City Council (202005867)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint concerns the landlord’s handling of the resident’s report of the loss of hot wate r and heating following a water leak at her property.
Peabody Trust (202011082)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the leaseholder’s complaint about: His reports of a leak outside his property. His request for information on making an insurance claim. Events that occurred after the final complaint response of 7 December …
Redwing Living Limited (202001090)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of: The replacement of the resident’s storage heaters. The resident’s reports of exposed wiring in the lounge. The impact of the above issues on the resident’s health.
Sovereign Housing Association Limited (202016624)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint concerns the landlord’s decision to decline the resident’s applications to purchase the property under the Preserved Right to Buy (PRTB) and Right to Acquire (RTA) schemes.
Croydon Council (201910960)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: handling of repairs which the resident reported when she moved into the property and; complaint handling.
GreenSquareAccord Limited (202014306)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s concerns about the safety of storage heaters installed in her property. The landlord’s handling of the associated complaint.
Hyde Housing Association Limited (201909034)
Outside Jurisdiction
Complaint: Financial
The complaint concerns the level and reasonableness of the service charges.
London & Quadrant Housing Trust (202000245)
Outside Jurisdiction
Complaint: Estate Management
The complaint refers to: The landlord’s introduction of a communal caretaking service and service charge for this. The resident’s concerns about the level of service charge and her request for this to be removed. The resident’s concerns about the frequency …
Newham Council (202002206)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202002206 Newham Council 20 July 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 whether a […]
Newlon Housing Trust (202004296)
Mediation
Complaint: Old Property Condition migrated-2025
The landlord’s handling of a reoccurring leak from the flat above the resident’s property.
Notting Hill Genesis (202002474)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s reports of a leak at his property and the subsequent damage that occurred; advice regarding the resident’s application for consideration of medical grounds for his transfer application; response following missed …
Paragon Asra Housing Limited (202100556)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s concerns about the conduct of its staff and the issuing of a tenancy caution.
Peabody South East Limited (201911503)
Partial Maladministration
Complaint: Managing Relations
The complaint concerns: The landlord’s handling of the resident’s reports of damp and cold in his home. The landlord’s complaints handling.
Yorkshire Housing Limited (202011704)
Outside Jurisdiction
Complaint: Financial
The resident’s complaint is about the level of rent they are being charged.
Barnet Council (202012764)
Mediation
Complaint: Local Authority / ALMO or TMO
The landlord’s handling of the resident’s reports of fly infestation at their property.
Cheshire Peaks & Plains Housing Trust (202010792)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is regarding: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of ASB reports made against the resident. The landlord’s complaint handling.
Clarion Housing Association Limited (202015290)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord's handling of repairs to the resident's front door. The landlord’s handling of the associated complaint.
Notting Hill Genesis (201915709)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: the landlord’s response to the resident’s reports of a blocked sink. how the landlord responded to the resident’s formal complaint.
Salix Homes Limited (202104609)
Outside Jurisdiction
Complaint: Financial
The complaint is about the landlord’s response to the resident’s reports that the landlord’s contractor damaged their car.
Somerset West and Taunton Council (202006714)
Reasonable Redress
Complaint: Financial
The resident has complained that: The landlord has refused to compensate them for damage to their car.
Tower Hamlets Council (202010991)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of a leak into the resident’s property. Complaint handling.
Barking and Dagenham Council (201911211)
Maladministration
Complaint: Health and Safety (inc. building safety)
This complaint is about the level of compensation awarded by the landlord for its delays in removing items from the communal area of the resident’s block and in its handling of the related complaint.
Birmingham City Council (202013007)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of cracks in the walls of his property.
Clarion Housing Association Limited (202010433)
Maladministration
Complaint: Financial
The resident complains about the landlord’s response to her concerns regarding a rented parking space and associated arrears, and her subsequent formal complaint about the matter.
Clarion Housing Association Limited (202012788)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s handling of the resident’s reports of water leaks from October 2020 onwards. The landlord’s handling of the resident’s reports of historical water leaks. The impact the landlord’s handling of the reports had on the …
Orbit Housing Association Limited (202102294)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of no heating or hot water.
Yorkshire Housing Limited (202100909)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s concerns about: No gas supply in his kitchen at the start of his tenancy. Damp in his bedroom and lounge. Mess left by contractors. Access to his property and bathroom.
Birmingham City Council (202012337)
No Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202012337 Birmingham City Council 15 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 […]
Clarion Housing Association Limited (202009271)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s reports of electric sockets not working in the property. Response to the resident’s reports of a problem with one of the windows in the property. Complaint handling.