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 13,215 of 16,227 decisions matching "about"
Notting Hill Genesis (202344083)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s: Handling of repairs to the resident’s property. Response to the resident’s reports of antisocial behaviour (ASB). Response to the resident’s reports about its staff’s conduct. Complaint handling.
Onward Homes Limited (202319139)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould, and the associated repairs. The associated complaint.
Orbit Housing Association Limited (202420907)
Maladministration
Complaint: Responsive repairs/activity
The complaint is about the landlord’s handling of repairs to the communal washing machines.
Paragon Asra Housing Limited (202325350)
Reasonable Redress
Complaint: Responsive repairs/activity
The complaint is about the landlord’s handling of the resident’s reports of a wet room leak.
Sanctuary Housing Association (202447865)
Maladministration
Complaint: Responsive repairs/activity
The complaint is about: The landlord’s handling of the resident’s reports of damp in her property. The landlord’s complaint handling.
Southend on Sea City Council (202347584)
Mediation
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord's handling of the resident’s: Reports of leaks in the property and subsequent remedial repairs. Reports of a fence repair.
Southern Housing (202325518)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s: Reports of a leak. Associated complaint.
Southern Housing (202344402)
No Maladministration
Complaint: Managing Relations
The resident’s complaint is about: The landlord's handling of repairs, specifically to the kitchen extractor fan, garden paving and fence. The landlord’s response to the resident’s request for a kitchen and bathroom upgrade. The landlord's communication with the resident.
Complaint: Estate Management
The complaint is about the landlord's removal of the resident’s belongings.
Clarion Housing Association Limited (202439386)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
Clarion Housing Association Limited (202447855)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
London Borough of Newham (202445184)
Partial Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s handling of leaks, damp and mould in the resident’s home.
London & Quadrant Housing Trust (202421619)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s concerns about: Staff conduct, communication, policies, culture and services, management of her tenancy agreement, and her vulnerabilities. Complaint handling.
London & Quadrant Housing Trust (202422571)
Reasonable Redress
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s: Concerns about the communal lighting. Associated complaint.
Oadby and Wigston Borough Council (202419658)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s response to the resident’s reports of disrepair to her flooring. The landlord’s failure to provide the resident with information about the presence of asbestos in her property at the start of her tenancy. The …
One Manchester Limited (202415219)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of: The resident’s service charge account including their request for a breakdown and liability of charges. The resident’s query concerning his eligibility for an ECO4 grant. The resident’s concerns about his customer journey …
Peabody Trust (202211702)
Outside Jurisdiction
Complaint: Estate Management
The complaint is about the landlord's handling of the resident’s reports about repairs needed to the main gate, and as a result of these not being done, there has been an alleged issue with illegal parking and cars being abandoned.
Vivid Housing Limited (202442788)
Reasonable Redress
Complaint: Responsive repairs/activity
The complaint is about the resident’s reports of floods affecting the property.
Yorkshire Housing Limited (202442850)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s concerns about domestic abuse.
Birmingham City Council (202418404)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s concerns about: Anti social behaviour (ASB). Staff conduct.
Croydon Churches Housing Association Limited (202326263)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s: Request to re-classify the property and reduce the rent. Concerns regarding the legality of the Tenancy Agreement (TA). Request for a transfer to a larger property. Reports of repairs to …
Kirklees Metropolitan Borough Council (202302163)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
London Borough of Islington (202421289)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: A leak to the resident’s property. The resident’s insurance query.
London & Quadrant Housing Trust (202437550)
Maladministration
Complaint: Responsive repairs/activity
The complaint is about the landlord’s response to the resident’s reports of leaks in the property.
My Space Housing Solutions (202347604)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s reports of damp and mould at her property. The Ombudsman has also investigated the landlord’s complaint handling.
Sanctuary Housing Association (202340788)
Reasonable Redress
Complaint: Responsive repairs/activity
The complaint is about the landlord’s handling of the repairs to the resident’s shower.
Southern Housing (202320023)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s reports of: issues with the air filtration system. overheating and a lack of ventilation in the property. repairs to the intercom. The Ombudsman has also considered the landlord’s complaint handling.
St Mungo Community Housing Association (202401815)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s: Response to the resident’s concerns about a rent refund and rent arrears. Complaints handling.
Stonewater Limited (202449386)
Maladministration
Complaint: Responsive repairs/activity
The complaint is about the landlord’s handling of the resident’s reports of repairs.
The Riverside Group Limited (202329952)
Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s: Service charge account. Concerns about the standard of cleaning to the communal areas.
Acis Group Limited (202413228)
Reasonable Redress
Complaint: Financial
The complaint is about the landlord’s handling of the resident’s requests for compensation for damage to personal belongings and for cleaning costs.
Basildon Borough Council (202313913)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of subsidence. The Ombudsman has also considered the landlord’s complaint handling.
Birmingham City Council (202440204)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the:
Charnwood Borough Council (202446541)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of damp and mould at the property.
LiveWest Homes Limited (202326721)
Reasonable Redress
Complaint: Estate Management
The complaint is about the: Landlord’s handling of the intended removal the resident’s vehicle. Landlord’s use of an alleged illegal contractor and the legality of its actions. Legality of the contractor’s actions in removing, storing, and charging for storage of …
London Borough of Croydon (202417068)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: bathroom, cloakroom and kitchen repairs. external door repairs. radiator repairs. roof repairs. The Ombudsman has also considered the landlord's: complaint handling. record keeping.
London Borough of Hackney (202345272)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s: Antisocial Behaviour (ASB) reports. Complaint.
London Borough of Hackney (202402269)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of: A leak and kitchen repairs in the resident’s property. Reimbursement of associated costs while in temporary accommodation. Forced entry into the resident’s property. Stolen money from the resident’s property. Initially rehousing the …
London Borough of Hackney (202431407)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: The resident’s ongoing reports of antisocial behaviour (ASB) and noise. The resident’s concerns regarding closed circuit television (CCTV). The Ombudsman has also investigated the landlord’s handling of the complaint.
London Borough of Lewisham (202439765)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: A blocked toilet which caused a back surge of wastewater, and damage to flooring. The resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s knowledge and information management.
London & Quadrant Housing Trust (202415765)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s concerns about communal heating charges.
London & Quadrant Housing Trust (202428808)
Outside Jurisdiction
Complaint: Responsive repairs/activity
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property.
Metropolitan Thames Valley Housing (MTV) (202219503)
Maladministration
Complaint: Financial
The complaint is about: The landlord’s quality of work in the renewal of the kitchen and additional works. The landlord’s response to requests that it reimburse for damaged goods. The Ombudsman has also investigated the landlord’s handling of the resident’s …
Stonewater Limited (202317276)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s reports of birds living in the property’s walls and associated repairs. The Ombudsman has also investigated the landlord’s complaints handling.
Ashford Borough Council (202433225)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB), by a neighbour between August 2024 and November 2024.
Clarion Housing Association Limited (202320116)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s concerns about: rodents coming into her home. the size of her child’s bedroom. The Ombudsman has also assessed the landlord’s complaint handling.
Flagship Housing Group Limited (202437733)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Associated formal complaint.
Jigsaw Homes Group Limited (202415155)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord's handling of the resident’s: reports of pests at the property. rent enquiry. associated complaint.
London Borough of Barnet (202437374)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: repairs to the kitchen floor and upstairs floorboards. work to improve the warmth of the property. The Ombudsman has also taken the decision to investigate the landlord’s handling of the resident’s complaint.
London Borough of Wandsworth (202320361)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s requests for repairs to the front door entry system.