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
Leicester City Council (202013851)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The resident’s complaint is about: The landlord's response to the resident's reports of mould. The resident's report of the conduct of the operatives carrying out remedial work to the mould on 3 December 2020. The landlord's response to the resident's …
One Vision Housing Limited (202014747)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns: The landlord’s response to the resident’s concerns regarding the functionality of her toilet. The landlord’s handling of repairs to the resident’s bathroom.
Clarion Housing Association Limited (202004901)
No Maladministration
Complaint: ASB/Abuse/Nuisance
REPORT COMPLAINT 202004901 Clarion Housing Association Limited 14 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. […]
Clarion Housing Association Limited (202010331)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns how the landlord responded to the resident’s reports of antisocial behaviour (ASB).
Leeds City Council (202016026)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint refers to: The landlord's handling of repairs following a leaking roof at the resident's property. The resident’s legal disrepair claim.
One Housing Group Limited (202013584)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the level of compensation the landlord offered the resident following a leak into her property.
GreenSquareAccord Limited (202012871)
Partial Maladministration
Complaint: Managing Relations
The complaint refers to the landlord’s handling of: Repairs to plastering in the property. Repairs to the resident’s boiler. The resident’s request for a replacement bathroom suite The resident’s request for kitchen alterations. Its communication with the resident The resident’s …
Kingston upon Thames Council (202010080)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Original decision to restrict the resident’s access to a single point of contact. Decision in December 2020 to retain the single point of contact. Handling of a communal repair.
London & Quadrant Housing Trust (202007908)
Maladministration
Complaint: Old Property Condition migrated-2025
The resident has complained that the landlord has offered insufficient compensation after upholding their complaint about the condition of the property when let, and about the handling of the resulting repairs.
Metropolitan Housing Trust Limited (202002912)
Maladministration
Complaint: Financial
This complaint is about the landlord’s handling of: the resident’s questions about service charges; the related complaint.
Stonewater Limited (202010070)
Maladministration
Complaint: Estate Management
The resident has complained about the level of service provided by the landlord with regard to grounds maintenance and cleaning and about the handling of his queries about his service charge.
Clarion Housing Association Limited (202011727)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The resident complains about how the landlord has responded to his reports of structural issues and cracks in the property.
Sovereign Housing Association Limited (202005862)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s: reports about repair works required at her property; reports about the landlord’s employee’s behaviour; reports about antisocial behaviour (ASB) from her neighbour; request to be transferred to an alternative property.
Barnet Council (202006969)
Maladministration
Complaint: Old Property Condition migrated-2025
The resident has complained about the landlord’s handling of repairs to the roof and about the level of compensation it has offered.
Cornwall Council (201900404)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: the level of compensation offered to the resident further to his reports of water ingress, damp and mould. the landlord’s response to the resident’s complaint about the “One-Stop-Shop.”
Habinteg Housing Association Limited (201910893)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: the resident’s reports of mould growth in her property; the related complaint.
Metropolitan Housing Trust Limited (202101822)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s response to reports of repairs to the resident’s garage.
Swindon Borough Council (202009294)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the Council disposing of items it was storing for the resident.
Complaint: Old Property Condition migrated-2025
The landlords handling of the residents reports concerning gardening and guttering issues.
Catalyst Housing Limited (202007537)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns the landlord’s handling of the resident’s reports of antisocial behaviour caused by his upstairs neighbours.
Metropolitan Housing Trust Limited (202012807)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of repairs following major gas works in 2019.
MHS Homes Ltd (202001013)
Mediation
Complaint: Voluntary
The resident complains about the landlord's handling of her concerns about service charge and lift maintenance costs.
Harrow Council (202013212)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s decision not to compensate the resident for damage to the flooring and walls, caused by a leak at the property. The complaint is also about the landlord’s communication and complaint handling.
London Borough of Redbridge (202014608)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
Midland Heart Limited (202013704)
Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s handling of repairs to the security light outside the resident’s property. The landlord’s associated complaint handling.
Optivo (201915070)
Partial Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s response to the resident’s reports of a faulty intercom entry system. The landlord’s response to the resident’s reports of a faulty communal front door lock. The landlord’s response to the resident’s reports of an …
Peabody Trust (202005661)
Mediation
Complaint: Old Property Condition migrated-2025
The resident complained about the level of compensation the landlord offered toward the cleaning, following a fire in the property.
Southern Housing Group Limited (202104632)
Outside Jurisdiction
Complaint: Information and data management
The complaint is about the landlords response to the resident’s concerns regarding a data breach.
Clarion Housing Association Limited (202101785)
Reasonable Redress
Complaint: Health and Safety (inc. building safety)
REPORT COMPLAINT 202101785 Clarion Housing Association Limited 5 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 […]
Metropolitan Housing Trust Limited (202100327)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s response to vandalism and misuse of the resident’s allocated parking bay. The landlord’s handling of repairs and replacement of the resident’s parking bollard. The landlord’s complaints handling.
Metropolitan Housing Trust Limited (202100690)
Partial Maladministration
Complaint: Managing Relations
The complaint concerns: The landlord’s response to the resident’s reports of the condition of the communal bin store serving her property; it’s decision to decline the resident’s request for a management transfer; the effect the situation has had on her …
Notting Hill Genesis (202006957)
Outside Jurisdiction
Complaint: Estate Management
The resident is unhappy that a parking space was not included within the purchase of their property. The resident is unhappy that the landlord has not subsequently agreed to sell them a parking space.
Trident Housing Association Limited (202002463)
Partial Maladministration
Complaint: Financial
The complaint concerns the landlord’s: Handling of repairs to the property following a leak from a radiator. Refusal to reimburse the resident for damage to his personal items caused by the leak. Formal complaint into these matters.
Birmingham City Council (202008235)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord's response to the resident’s request for compensation for personal injury and damage to personal items resulting from a leak caused by roof works.
Places for People Homes Limited (201906836)
Maladministration
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s handling of the resident’s reports of damage caused to his property during heating works.
Southwark Council (202005991)
Outside Jurisdiction
Complaint: Financial
The complaint is about the landlord’s decision not to reimburse the resident for money he spent on private accommodation while works to the property were being carried out.
Westminster City Council (202017009)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Handling of the resident’s reports of outstanding repairs to and the security of his front door. Associated complaint handling.
Anchor Hanover Group (202015843)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of reports of ASB made about the resident.
Broxtowe Borough Council (202008231)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaints are about the landlord’s: Handling of repairs to the shower. Response to concerns that were raised about the replacement shower. Handling of the formal complaint. Response to concerns that were raised about the resident’s mother injuring herself when …
Catalyst Housing Limited (202009351)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s: response to the resident’s report of a water leak in the property. handling of the associated complaint. response to the resident’s concerns about rubbish left outside his property.
Home Group Limited (202002972)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord's handling of the resident’s reports of leaks coming from her water tank and leaving her with no hot water. The landlord’s associated complaint handling.
Kingston upon Thames Council (202013280)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about advice given by a council officer to a councillor about the council’s contact restrictions relating to the resident.
Southwark Council (202017218)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns the landlord’s response to the resident’s reports of noise emanating from the water tanks in their building.
Stevenage Borough Council (202013153)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s concerns of the misuse of parking facilities in his estate.
Tower Hamlets Council (202016524)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports about damage to his walls and floors.
A2Dominion Housing Group Limited (202005971)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the residents reports of: Anti-social behaviour (ASB) and drug use at the property. The landlord’s complaint handling.
Birmingham City Council (202008000)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the residents reports of: Mould and damp within the property and the installation of extraction fans. Damage to the resident’s belongings from mould and damp. Its complaints handling. The effects of the …
Community Gateway Association Limited (202006096)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The resident has complained about: The time taken to respond to reports of a beeping fire alarm. Contractors visiting without notice. The standard of cleaning in communal areas, including the inadequate use of Personal Protective Equipment (PPE). The landlord’s response …
Grand Union Housing Group Limited (202014248)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the residents’ reports of an odour coming from their water tank.
Habinteg Housing Association Limited (202016207)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s: Request to repair the cladding on the property. Request to repair the fan in the downstairs toilet in order to prevent smells entering the property. Request to install a lever …