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
Lewisham Council (201913042)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s handling of attempts to access the resident’s property to resolve an issue with the fire panel, and its response to his subsequent formal complaint.
Notting Hill Genesis (202002199)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports about:
Optivo (202007672)
Partial Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s handling of the resident’s reports of knotweed in her garden. The condition of the kitchen when the resident moved into the property, and the landlord’s response to the resident’s request to renew it. The …
Orbit Group Limited (201908846)
Reasonable Redress
Complaint: Financial
The complaint is about: The landlord’s contractors not making appointments prior to attending the property to complete repairs. The level of rent and service charges. The landlord’s response to the resident’s complaint about the conduct of an officer during a …
Shepherds Bush Housing Association Limited (202014550)
Maladministration
Complaint: Managing Relations
The complaint refers to: The landlord’s response to the resident’s reports of damp in the property. The landlord’s handling of the associated complaint.
South Tyneside Council (202012625)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s decision to decline the resident’s request to install fencing outside his property.
Haringey Council (202009073)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is regarding: The landlord’s response to the resident’s reports of damp and mould in her property. The landlord’s response to the resident’s reports of a mouse infestation in her property. The landlord’s response to the resident’s reports of …
Islington Council (201912304)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaints are about the landlord’s response to the resident’s: Reports of antisocial behaviour (ASB) prior to March 2020. Concerns that landlord staff had behaved in a racially motivated manner. Reports of ASB from March 2020 onwards. Formal complaint.
Southwark Council (202003378)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of the repairs required to her bathroom.
First Choice Homes Oldham Limited (202012538)
No Maladministration
Complaint: Estate Management
The complaint refers to: The landlord’s response to the resident’s request for the decorative flagstones and pathway in her garden to be replaced due to health and safety concerns.
LiveWest Homes Limited (202015383)
No Maladministration
Complaint: ASB/Abuse/Nuisance
REPORT COMPLAINT 202015383 LiveWest Homes Limited 22 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. This […]
London Borough of Enfield (201914492)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s:
Peabody Trust (202014675)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns: the level of compensation offered to the resident following a water leak in his property the landlord’s handling of the resident’s reports of an ongoing water leak.
Royal Borough of Kensington and Chelsea (202002742)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint concerns: The landlord’s response to the resident’s complaint about repair issues. The landlord’s handling of historical issues and repairs.
Slough Borough Council (201817026)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: response to the resident’s reports about damp occurring in the bedrooms at her property; complaints handling.
The Riverside Group Limited (202017095)
No Maladministration
Complaint: Estate Management
The complaint concerns the landlord’s decision to decline the resident’s request for a fence to be installed at the back of the garden.
Metropolitan Housing Trust Limited (202011850)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of: Repairs to the communal lift. The resident’s complaint about the issue.
One Housing Group Limited (202015974)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord responded to the resident’s reports of a water leak in the bathroom of the property.
One Vision Housing Limited (202015896)
Partial Maladministration
Complaint: Moving/Buying/Selling Home
The complaint concerns: The advice given to the resident by the landlord about his suitability for a property. The impact the landlord’s handling of the resident’s housing application had on his health.
Optivo (202003490)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the way the landlord has handled the resident’s reports of antisocial behaviour (ASB).
Peabody Trust (202003187)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s complaint about the advice and support it gave her in relation to the sale of her property.
Portsmouth Rotary Housing Association Limited (201906869)
No Maladministration
Complaint: Financial
The complaint refers to the resident’s concerns about: The landlord’s decision to fund days out for its tenants. Fire alarm testing at the property. Staff conduct and professionalism.
Southway Housing Trust (Manchester) Limited (202015797)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s claim for compensation for damage to his belongings, which the resident said was caused by the growth of mould in the property.
Tandridge District Council (202010455)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202010455 Tandridge District Council 21 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. This is […]
Teign Housing (202005333)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns the extent of repair and redecorating works offered by the landlord following a roof leak.
Welwyn Hatfield Borough Council (202011128)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: the landlord’s response to resident’s complaint about its handling of repairs to resolve damp and mould. events after the final complaint response of 16 October 2020.
Westminster City Council (202104954)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The resident has complained that: The landlord’s management of parking by the leaseholders’ contractors is unfair in comparison to the landlord’s own contractor’s parking. The resulting formal complaint was not handled correctly.
Onward Homes Limited (202102430)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The complaint concerns the assessment of the resident’s housing needs
London & Quadrant Housing Trust (202006559)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s handling of the resident’s service charge account. The landlord’s handling of the resident’s request for a credit in relation to charges for scaffolding. The landlord’s handling of the resident’s complaint.
Metropolitan Housing Trust Limited (201912991)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports about delays in cyclical works to the property.
Metropolitan Housing Trust Limited (202009429)
Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: concerns raised by the resident about planned works to his block; the related complaint.
Metropolitan Housing Trust Limited (202101346)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s requests for cyclical works and maintenance to the property.
Midland Heart Limited (201816955)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s response to the resident’s concerns about its refusal of her Voluntary Right to Buy (VRTB) application.
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of leak reports following a repair to the radiator at the resident’s property.
Southwark Council (202014568)
Mediation
Complaint: Local Authority / ALMO or TMO
The complaint is about damage to plants and loss of use of the resident’s front garden during district heating works.
The Riverside Group Limited (202002928)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns the landlord’s handling of: The resident’s reports of antisocial behaviour by his neighbours. The resident’s associated complaints.
Tower Hamlets Council (202005008)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s anti-social behaviour (‘ASB’) and noise reports.
Waltham Forest Council (202007804)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The condition of the property following a mutual exchange. The landlord’s response to reports of a missing window following the mutual exchange. The landlord’s response to the resident’s reports of mice infestation, missed bin collections, and …
Cheshire Peaks & Plains Housing Trust (201910162)
Maladministration
Complaint: Estate Management
The complaint is about:
Metropolitan Thames Valley Housing (202009696)
Outside Jurisdiction
Complaint: Financial
The complaint is about the landlord’s response to the resident’s concerns about whether their service charges are apportioned in accordance with their lease and the reasonableness of these charges.
Notting Hill Genesis (201909608)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports about: his neighbour’s antisocial behaviour (ASB), including: noise nuisance; aggressive behaviour; using the resident’s bin; leaving litter in communal areas; keeping an unauthorised dog; noise caused by their faulty …
Optivo (202100731)
Mediation
Complaint: Estate Management
The complaint is about the landlord’s response to:
Orbit Group Limited (201909990)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of reports of a defective boiler. Complaint Handling.
Peabody Trust (202007534)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s:
Westminster City Council (202006854)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s concerns regarding: The delayed redecoration of her property, following a leak from the upstairs flat. Repairs to her front door and frame, and the communal shed gate lock. Its associated …
Broxtowe Borough Council (202101020)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The resident is unhappy with the Council’s handling of a consultation process when reviewing independent living schemes in the area.
Citizen Housing (202005427)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s handling of the resident’s requests for repairs to the floorboards in his property prior to July 2020. The effect that the condition of the floorboards had on the resident’s health. The resident’s concerns regarding …
Clarion Housing Association Limited (202000374)
Reasonable Redress
Complaint: Managing Relations
This complaint is about the landlord’s handling of: the resident’s reports of repairs needed to her property; the resident’s concerns about building insurance cover for the property; the related complaint.
Complaint: Information and data management
The complaint is about landlord’s response to the resident’s request for the refund of rent and bedroom tax, following the reclassification of the property.
London Borough of Hackney (202004219)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the: Landlord’s handling of the resident’s reports of noise nuisance from her neighbour. Landlord’s record keeping and complaint handling. Effect of noise nuisance on the health of the resident’s family.