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
Hastoe Housing Association Limited (202011428)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s response to the resident’s reports of ASB. The landlord’s response to the resident’s requests for a copy of her tenancy agreement. The landlord’s handling of the resident’s complaint.
Hyde Housing Association Limited (202000411)
No Maladministration
Complaint: Managing Relations
This complaint is about: The landlord’s response to the resident’s reports of water ingress in her lounge in 2018. The landlord’s refusal to consider the resident’s complaint of 4 April 2020 about the level of compensation it had offered in …
Inquilab Housing Association Limited (202000804)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to reports of repairs in the property including leaks in the bathroom and mould in the bedroom. Complaint handling.
LiveWest Homes Limited (202007797)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s concerns regarding defects which she had reported in respect of the property. Response to the resident’s concerns regarding high energy costs. Response to the resident’s concerns regarding staff conduct. Complaint …
London & Quadrant Housing Trust (201912002)
Partial Maladministration
Complaint: Financial
The complaint is regarding: The landlord’s handling of repairs to the resident’s underfloor heating system and its subsequent offer of compensation. The landlord’s decision to offset some of the compensation awarded to the resident against her rent arrears. The landlord’s …
Longhurst Group Limited (202002782)
No Maladministration
Complaint: Financial
This complaint is about the landlord’s handling of arrears on the resident’s rent account and the support offered in respect of the resident’s mental health concerns. The resident’s concerns were dealt with over six separate complaints: The landlord’s handling of …
Newlon Housing Trust (202012890)
No Maladministration
Complaint: Managing Relations
The Complaint is about the landlord’s response to residents’ reports about: Repairs to the kitchen at the property including cupboards, mixer tap and linoleum flooring. Repairs to the electric cooker. The landlord’s complaint handling.
Notting Hill Genesis (201913034)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s reports of problems with his boiler. The complaint is about the landlord’s complaint-handling.
One Vision Housing Limited (202010064)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s report of anti-social behaviour (ASB) in relation to an incident on 27 June 2020.
Orbit Group Limited (201902084)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The contents of a warning letter sent to the resident in March 2019. The landlord’s response to the resident’s reports of noise nuisance. The landlord’s complaint-handling.
Paragon Asra Housing Limited (202003949)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s response to the resident’s reports of ASB. The landlord’s response to the resident’s reports of repairs required to a fence. The landlord’s response to the resident’s reports of an uninhabited neighbouring building and its …
Places for People Homes Limited (201916334)
No Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of report of a sewage leak and concerns about drainage in the property. The landlord’s decision to enact its safeguarding policy and contact the emergency services. The landlord’s handling of a fraud investigation …
Poole Housing Partnership Ltd (202013157)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s enquiries about the use and allocation of the sheds on his estate.
Royal Borough of Kensington and Chelsea (202101926)
Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202101926 Royal Borough of Kensington and Chelsea June 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 […]
Sanctuary Housing Association (202014667)
No Maladministration
Complaint: Financial
The complaint refers to: The landlord’s handling of a reported leak into the resident’s property. The level of compensation offered by the landlord following the leak.
Southwark Council (202006676)
No Maladministration
Complaint: Financial
The complaint concerns the landlord’s: Handling of repairs following a leak from a radiator. Decision not to replace the living room flooring damaged by the leak. Insurance provider declining the resident’s request for compensation for damage to her possessions caused …
The Guinness Partnership Limited (202011602)
Outside Jurisdiction
Complaint: Financial
The complaint is about the landlord’s response to the resident’s reports of damage to her car window.
Clarion Housing Association Limited (202003873)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint refers to: The landlord’s handling of the resident’s reports of antisocial behaviour and noise nuisance.
Home Group Limited (202009515)
Outside Jurisdiction
Complaint: Managing Relations
The complaint is about the landlord’s handling of reports of a leak in the bathroom at the property.
Home Group Limited (202010218)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns: The landlord’s handling of outstanding defects at the property. Breaches of data protection regulations by the landlord. The condition of the wiring in the property.
Lewisham Council (201912664)
Outside Jurisdiction
Complaint: Financial
This complaint is about the managing agent’s response to the resident’s request that his Thames Water, Watersure Plus, discount be backdated to 2015.
London & Quadrant Housing Trust (202013643)
Outside Jurisdiction
Complaint: Financial
The resident has complained about the following issues: That service charges for maintaining and operating a door entry system are too high. That the landlord cannot, or should not, recharge her for the full cost of this item.
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of a leak at the resident’s property.
Nottingham City Homes (202012436)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s decision to withhold a Responsible Tenant Award
Notting Hill Genesis (202009450)
Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s response to the residents’ reports that a neighbour installed a gate that restricted access to the communal path serving their property.
One Housing Group Limited (202004807)
Maladministration
Complaint: Old Property Condition migrated-2025
The resident has complained about the time taken to investigate and resolve their reports of inadequate water pressure in their home.
One Housing Group Limited (202011085)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The managing agent’s response to the resident’s reports of defects in the property including issues with the property’s heating system and Heat Interface Units. The managing agent’s response to the resident’s reports of a defect to …
Sanctuary Housing Association (202016320)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of mould in her property.
Wakefield And District Housing Limited (202006961)
No Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s refusal to consider the resident’s complaint raised on 27 May 2020 regarding the conduct of a member of staff who handled his previous complaint. The landlord’s rejection of the resident’s 21 July 2020 complaint …
Arun District Council (202010488)
Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s response to the resident’s concerns about the repair of a bedroom ceiling that contained asbestos.
Bristol City Council (202008981)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s: Reports of anti-social behaviour (ASB). Request for soundproofing in the property. Complaint handling.
Clarion Housing Association Limited (202100142)
Outside Jurisdiction
Complaint: Financial
The complaint is about charges in respect of major works, specifically, the landlord’s ability to recover these costs having not set up a sinking fund for such purposes.
Croydon Council (202006413)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of and responses to the resident’s: Reports of anti-social behaviour (ASB). Request that it repairs a blocked and overflowing drain. Reports concerning the cleaning of communal areas. Complaint handling.
Housing Solutions (202006212)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The resident has complained about: The time taken by the landlord to process their mutual exchange application. The way their reports of anti-social behaviour were used in terms of the mutual exchange application.
Nottingham Community Housing Association Limited (202014644)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s: Decision to relocate the communal bins for the building to directly outside the resident’s property. Associated complaint handling.
Onward Homes Limited (202001260)
No Maladministration
Complaint: Financial
The complaint concerns: The landlord’s handling of repairs to the bathroom. The level of compensation offered by the landlord in respect of this issue. The conduct of the landlord’s contractors when carrying out the repairs.
Richmond Housing Partnership Limited (201909899)
Partial Maladministration
Complaint: Financial
The leaseholder has complained about: the landlord’s handling of major works related to the roof, the flooring in the communal area, and the proposed re-surfacing of the car park; and the costs of these works and its impact on the …
Rochdale Boroughwide Housing Limited (201915903)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s: Application of the single person discount in respect to the resident’s water bill. Handling of repairs to the resident’s windows. Handling of the resident’s reports of damp and mould in his property.
Sanctuary Housing Association (202010279)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint concerns the landlord’s handling of the resident’s reports of antisocial behaviour by his neighbour’s visitor.
Tower Hamlets Council (202008756)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The complaint is about the level of compensation awarded by the local authority for how a Right to Buy application was handled in 2013.
Bromford Housing Association Limited (202012170)
Maladministration
Complaint: Occupancy Rights
The resident has complained about the number of bedrooms in her property, insofar as the property is classified as a three bedroom property; however, the resident considers that the property should be classified as a two-bedroom property.
Islington Council (202009624)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s response to the resident’s concerns about the quality of the communal area cleaning. The landlord’s handling of the resident’s complaint on the matter.
Kingston upon Thames Council (202009426)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The time taken to arrange/undertake the repairs reported, following the installation of the resident’s new boiler. The landlord's handling of the resident’s reports of a chip in the edge of the kitchen table. The landlord's operative …
Longhurst Group Limited (202007558)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s handling of the resident’s reports of damp and mould in her property.
Thames Valley Housing Association Limited (202010454)
Partial Maladministration
Complaint: Estate Management
REPORT COMPLAINT 202010454 Thames Valley Housing Association Limited 25 June 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. […]
The Cambridge Housing Society Limited (202005114)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about:
Co-operative Development Society Limited (202014369)
Partial Maladministration
Complaint: Estate Management
This complaint is about the landlord’s handling of: the removal of plants from a neighbouring garden; the procurement of a new estate gardening contract; the related complaint.
Guinness Housing Association Limited (202004732)
Maladministration
Complaint: Managing Relations
The resident complained about the landlord's response to:
Housing 21 (202002419)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns the landlord’s handling of the resident’s: request for compensation for items she had purchased for the property. request for her previous complaint about issues including anti-social behaviour (ASB), staff conduct and repairs to be reinvestigated as she …
Jigsaw Homes Tameside (202000469)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s report of a repair to the floor of his property.