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
Clarion Housing Association Limited (202101301)
Maladministration
Complaint: Managing Relations
The complaint is about the landlords handling of water ingress from the resident’s roof. the subsequent complaint about the roof repair.
Hammersmith and Fulham Council (202103713)
Maladministration
Complaint: Estate Management
The complaint is about the positioning of fencing between the resident’s property and a neighbour.
Karbon Homes Limited (202126682)
Mediation
Complaint: Managing Relations
The residents complained about the landlord’s: offer of compensation in relation to its handling of a repair to the fence. response to their concerns about the conduct of a staff member.
Paragon Asra Housing Limited (202012224)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to fix low hot water pressure at the resident’s property.
Thirteen Housing Group Limited (202121575)
No Maladministration
Complaint: Financial
The complaint is about: The landlord’s decision to pay its compensation into the resident’s rent account for his reports of damage to his belongings that he attributed to its cleaners . The landlord’s complaint handling and record keeping.
Tuntum Housing Association Limited (202108569)
No Maladministration
Complaint: Financial
This complaint is about the landlord’s response to the resident’s concern about: the conduct of its staff; the offer of compensation.
Wandle Housing Association Limited (202002380)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of flooring repairs to the property. Response to the resident’s request for a new kitchen and bathroom. Complaint handling.
Believe Housing Limited (202109733)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s reports of ongoing leaks in her wet-room and the required repairs. The landlord’s handling of the associated complaint.
Castle Point Borough Council (202017467)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s concerns regarding: repainting her bin cupboard storage door; its programme of planned works, including repainting her property; its call handler’s behaviour.
Midland Heart Limited (202126107)
Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord's handling of the resident's concerns about its communal grounds maintenance. The landlord’s complaint handling.
Paragon Asra Housing Limited (202118970)
Maladministration
Complaint: Managing Relations
The complaint concerns the landlord’s handling of: The resident’s reports of a theft at her property. The associated formal complaint.
Southern Housing Group Limited (202112147)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s reports about: Communal lighting. An intercom system.
Westminster City Council (202110458)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s handling of the resident’s complaint concerning: a damaged wall and an electrical inspection.
Aster Group Limited (202117925)
No Maladministration
Complaint: Managing Relations
The complaint is about: The condition of the property when it was let, including health and safety issues raised by the resident. The landlord’s handling of the resident's concerns about discrimination in relation to her race and culture.
Clarion Housing Association Limited (202119603)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s request to be removed from the tenancy. The subsequent complaint.
Connexus Housing One Limited (202001271)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about: The residents’ historic concerns about various issues including: The landlord’s handling of anti-social behaviour (ASB) and criminal damage to the property. The landlord’s handling of subsequent repairs to the property’s windows. The landlord’s notice of tenancy …
Hounslow Council (202009297)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s requests for rehousing and adaptations.
Citizen Housing (202118721)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of sewage leaks, and her request for compensation.
Clarion Housing Association Limited (202007842)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s request for rehousing.
East Midlands Housing Group Limited (202113592)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) by a neighbour. The cleanliness of the resident’s new property when let and the support offered by the landlord regarding this.
Haringey Council (202101108)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Various repairs to the resident’s property including repairs to the bathroom, kitchen, bedroom and balcony following a leak. The associated formal complaint.
Havering Council (202118386)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s reports regarding the condition of her new property at the start of her tenancy, and the length of time that it took her to move into the property. The landlord’s …
Lambeth Council (201911393)
Maladministration
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s handling of: the resident’s report that her kitchen window would not open; the resident’s report of a radiator fault.
London & Quadrant Housing Trust (202008929)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s decision not to install double glazed windows at the property. The associated complaints handing.
London & Quadrant Housing Trust (202122410)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord handled repairs to a window in the property.
Network Stadium Housing Association Limited (202104184)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of a leak in the resident’s roof.
Royal Borough Of Greenwich (202015542)
Maladministration
Complaint: Estate Management
The complaint is about landlord’s handling of the resident’s request to relocate a mains stopcock from outside of the property to the inside of the property. The complaint is about landlord’s handling of the complaint.
Sandwell Metropolitan Borough Council (202115332)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about: The landlord’s response to reports of asbestos in the property. The landlord’s handling of the associated complaint.
Slough Borough Council (202007210)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of Reports of damage, noise and repairs following the neighbour’s loft extension work. Allegations of anti-social behaviour (ASB) made about the resident. Staff related complaints including an incident when the resident was asked …
Wealden District Council (202016257)
No Maladministration
Complaint: Financial
The complaint is about: The landlord’s response to the resident’s reports of financial errors in its service charge calculations in the period 2017-2020. The landlord’s response to the resident’s reports of inadequate works by the grounds maintenance contractor in 2020-2021 …
Wealden District Council (202108318)
Partial Maladministration
Complaint: Financial
REPORT COMPLAINT 202108318 Wealden District Council 10 June 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 […]
Clarion Housing Association Limited (202107451)
No Maladministration
Complaint: Estate Management
The resident complains about the landlord’s handling of: repairs to the main entrance door/intercom and the request for compensation for this, and; the formal complaint.
Hexagon Housing Association Limited (201904493)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s reports of disrepair to her property, in particular in relation to delays and the standard of repairs. The landlord’s complaint handling.
‘Johnnie’ Johnson H A Ltd (201906066)
Severe Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also investigated the landlord’s: record keeping. complaint handling.
London Borough of Hackney (202125238)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour, specifically of dogs being on the estate.
Metropolitan Thames Valley Housing (202009590)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about information provided by the landlord to the resident about the renewal date of the bathroom.
One Vision Housing Limited (202122576)
Reasonable Redress
Complaint: Financial
The complaint concerns the landlord’s handling of: The resident’s reports of defects/snags in the property. The resident’s concerns relating to how the TV aerial transponder was installed. Damage caused to the resident’s car as a result of discarded building materials …
Paragon Asra Housing Limited (202013337)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of: A pest infestation at the resident’s property. Repairs to the resident’s property. Its response to the resident’s concerns about paying council tax on two properties and reimbursement of costs. The resident’s reports …
Bristol City Council (202122845)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports that her gas boiler was unsafe and its decision to not replace the boiler.
Catalyst Housing Limited (202014121)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s response to the resident’s reports that bamboo was encroaching their garden from a neighbouring property. The related handling of the complaint.
Cheshire Peaks & Plains Housing Trust (202120405)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance coming from the floorboards above her property.
Harrow Churches Housing Association (202014585)
No Maladministration
Complaint: Financial
The complaint is regarding: The landlord’s response to the resident’s reports that a member of staff had taken over £3000 from her bank account without her consent. The landlord’s administration of the resident’s rent account, its decision to issue a …
Northumberland Council (202116250)
No Maladministration
Complaint: Estate Management
The resident’s complaint is about the landlord’s decision to install a hard standing area for parking alongside a neighbouring property.
Optivo (202105816)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of water ingress and damp at her property
The Guinness Partnership Limited (202119419)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to the resident’s boiler.
London & Quadrant Housing Trust (202011012)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s management of the resident’s application for rehousing. The associated communication and complaints handling.
Network Homes Limited (202101388)
Maladministration
Complaint: Old Property Condition migrated-2025
The resident’s complaint is about the landlord’s handling of the repair of a leak at the property.
Newham Council (202107750)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s personal information A leak into the resident’s kitchen and his request for compensation for the damage caused The associated formal complaint.
Peabody Trust (202113952)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports about noise nuisance from her neighbours.
Sanctuary Housing Association (202117572)
No Maladministration
Complaint: Financial
The complaint is about the landlord's response to damage to the resident’s possessions, including a carpet, caused by the sprinkler system.