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 2,208 of 16,227 decisions matching "London "
London Borough of Tower Hamlets (202302241)
Partial Maladministration
Complaint: Old Complaints Handling categories
This complaint is about the landlord’s handling of: the resident’s reports of pests in the property; the associated complaint.
London Borough of Harrow (202324259)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the removal of asbestos floor tiles from the resident’s flat.
London Borough of Islington (202308155)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: The resident’s reports of having no heating or hot water. The associated complaint.
London Borough of Islington (202322270)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s request for a copy of the original terms and conditions of his tenancy. We have also considered the landlord’s complaint handling.
London Borough of Lambeth (202418701)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports about repairs to the roof. We have also considered the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202225258)
Partial Maladministration
Complaint: Information and data management
The complaint is about the landlord’s handling of: Personal data. The resident’s reports of ASB. The associated complaint.
London & Quadrant Housing Trust (L&Q) (202323184)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident's: Concerns about her housing situation and request to be rehoused. Associated complaint.
Haringey London Borough Council (202338838)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of: The replacement of a laminate flooring to reduce noise disturbance. The associated complaint.
London Borough of Enfield (202329814)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s response to the resident’s request for compensation for renovation works at her former property. The landlord’s response to the resident’s reports of a leak at her current property.
London Borough of Lambeth (202320737)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s decision regarding the repair and replacement of windows in the resident’s property.
London & Quadrant Housing Trust (L&Q) (202229424)
Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of: Service charges relating to repairs to communal lights and pest control. The resident’s report of damage having been caused to her satellite dish by its contractors. The Ombudsman has also considered the …
London & Quadrant Housing Trust (L&Q) (202308087)
Maladministration
Complaint: Managing Relations
The complaint concerns the landlord’s: Handling of the resident’s request for a replacement kitchen. Complaint handling.
London Borough of Newham (202308669)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s reports of a roof leak and the associated repairs. The Service has also considered the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202313077)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s request for soundproofing. We have also investigated the landlord’s complaint handling.
London Borough of Barnet (202302757)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Response to the resident’s concerns about external repair work to her property. Handling of the associated complaint.
London Borough of Hackney (202343128)
Maladministration
Complaint: Information and data management
The complaint is about the landlord’s handling of the resident’s reports of: Faults to the boiler. Damp and mould. We have also considered the landlord’s: Record-keeping. Complaint handling.
London & Quadrant Housing Trust (202322512)
Partial Maladministration
Complaint: Old Complaints Handling categories
This complaint is about the landlord’s handling of : The resident’s reports about communal electric repairs. The associated complaint.
London & Quadrant Housing Trust (L&Q) (202215447)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of: Repairs to the balcony. The associated complaint.
London & Quadrant Housing Trust (L&Q) (202307487)
Reasonable Redress
Complaint: Moving/Buying/Selling Home
The complaint is about the condition of the property when let to the resident and the level of compensation the landlord offered for this.
London Borough of Hounslow (202322192)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of: Reports of a loss of hot water. The resident’s complaint.
London & Quadrant Housing Trust (L&Q) (202319737)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s reported leak. The Ombudsman has also assessed the landlord’s complaint handling.
Haringey London Borough Council (202314617)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of a refund request for fire doors that it did not install.
London Borough of Islington (202338740)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s handling of: the resident’s concerns about insurance claims. the resident’s concerns about a service charge increase. the resident’s reports of a leak affecting the property and subsequent internal damage. This Service has also investigated …
London Borough of Lambeth (202317042)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of:
London & Quadrant Housing Trust (202310740)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of reports about: the central heating system; leaks and associated repairs; the external fan to the bathroom; and bedroom window frames. We have also considered the landlord’s handling of:
London & Quadrant Housing Trust (L&Q) (202310713)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s: Request that it repair his windows. Formal complaint.
London & Quadrant Housing Trust (L&Q) (202312771)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s reports of a leak from the roof, and the associated damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202231157)
Maladministration
Complaint: Information and data management
The complaint is about the landlord’s response to the resident’s reports of issues with her windows. This investigation also considers the landlord’s complaint handling and record keeping.
London & Quadrant Housing Trust (L&Q) (202311021)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of: Noise nuisance and anti-social behaviour (ASB). Staff misconduct. The Ombudsman has also considered the landlord’s complaint handling.
London & Quadrant Housing Trust (202305570)
No Maladministration
Complaint: Financial
The complaint is about: the level of service charges. the landlord’s management of the resident’s rent account.
London & Quadrant Housing Trust (L&Q) (202302237)
Reasonable Redress
Complaint: Information and data management
The complaint is about the landlord’s handling of the resident’s request for information about the replacement of the kitchen, bathroom, plumbing and electrics in the property. The Ombudsman has also considered the landlord’s complaint handling.
London Borough of Barking and Dagenham (202318685)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: Planning and completing tree works. The resident’s complaint.
London Borough of Barnet (202234656)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about: The landlord’s handling of a leak. The associated complaint.
London Borough of Hackney (202207449)
Reasonable Redress
Complaint: Old Property Condition categories
The complaint is about the landlord’s handling of the resident’s reports about damp and mould in the property.
London Borough of Hackney (202227662)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of a roof leak and subsequent repair issues.
London Borough of Hackney (202308590)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s: Response to concerns raised by the resident about issues reported to him by other tenants. Response to internal repair issues in the resident’s property. Response to concerns raised by the resident about issues with …
London Borough of Harrow (202333489)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of: Antisocial behaviour from her neighbour. Drainage issues. The investigation also considers the landlord’s complaint handling.
London Borough of Hillingdon (202204344)
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). The associated complaint.
London Borough of Lambeth (202316526)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns the landlord’s handling of the resident’s request to assign his tenancy to his daughter.
London & Quadrant Housing Trust (202410480)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s handling of: Subsidence at the property. Repairs, including reports of a leak from the property above. The resident’s concerns about the conduct of its contractors and damage to her personal belongings. Reports of mice …
London & Quadrant Housing Trust (L&Q) (202339743)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s: Reports of a noise nuisance. Request for triple glazing. The landlord’s complaint handling has also been assessed.
London & Quadrant Housing Trust (L&Q) (202341681)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s reports of repairs to his kitchen following a leak, including reports of mould and water damage. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
London & Quadrant Housing Trust (L&Q) (202343223)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: handling of reported inappropriate conduct of its contractor. response to reports that the kitchen units and flooring were damaged, following a leak. handling of the associated complaint.
Haringey London Borough Council (202213901)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s: Report of damp and mould within her property. Concerns about an accumulation of pigeon faeces in her loft.
London Borough of Barking and Dagenham (202306194)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s concerns about: The offer of a property. The condition of the property when let. This Service has also considered the landlord’s handling of the complaint.
London Borough of Camden Council (202326928)
Outside Jurisdiction
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property. The Ombudsman has also considered the landlord’s complaint handling.
London Borough of Camden Council (202410150)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: Repairs to communal areas. Repairs to the property. The resident’s reports of the bin area not being kept clean and tidy. The resident’s reports of damp and mould. The replacement of the …
London Borough of Harrow (202317581)
Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of: The resident’s service charge information and services dispute. The resident’s complaint. There was service failure in the landlord’s handling of the resident’s complaint as the landlord: Did not accept the resident’s email …
London Borough of Islington (202316876)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s decision to restrict the resident’s heating and hot water.
London Borough of Waltham Forest (202418510)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s handling of the resident’s reports that the landlord did not return some of his phone calls and used withheld phone numbers when it did phone him. The landlord’s handling of the associated complaints.