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
Thames Valley Housing Association Limited (202112605)
Reasonable Redress
Complaint: Estate Management
The complaint is about: The landlord’s handling of the resident’s reports of noise nuisance from the communal door. The landlord’s complaint handling
Ashford Borough Council (202013423)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns the landlord’s: Handling of the residents’ reports of antisocial behaviour from their neighbour. Handling of the residents’ request for a management move. Related complaint handling.
Clarion Housing Association Limited (202008909)
Outside Jurisdiction
Complaint: Financial
The complaint relates to the landlord’s response to concerns raised about the service charges for 2019/2020.
Clarion Housing Association Limited (202106696)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: the resident’s request for her internal doors to be adapted; the resident’s report of an unsafe driveway; the resident’s reports of internal repairs needed to the property; the related complaint.
ForHousing Limited (202110311)
Mediation
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s request for the concrete path at the property to be renewed with flagging.
Freebridge Community Housing Limited (202109575)
Maladministration
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s handling of the resident’s reports of damp and mould in his property.
Hyde Housing Association Limited (202104441)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord responded to the resident’s reports of leaks into the property and how it handled repairs to resolve the issue.
London & Quadrant Housing Trust (202118979)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Repairs to the resident’s wet-room. The resident’s request for the wet-room to be changed to a standard bathroom. The associated complaint.
Longhurst Group Limited (202116735)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to the resident’s windows, rear door, and outhouse roof.
Metropolitan Thames Valley Housing (202005847)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s: Response to the resident’s fire safety enquiries. Complaints handling.
Ongo Homes Limited (202113036)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of ASB reports made against the resident.
Onward Group Limited (202113638)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of repairs to the resident’s shower following a leak. The landlord’s handling of the associated complaint.
Royal Borough of Kensington and Chelsea (202115538)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of a leak and her subsequent request for compensation for items damaged by the leak .
Sandwell Metropolitan Borough Council (202106499)
Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s queries regarding the service charge and standard of services provided.
The Guinness Partnership Limited (202112838)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord's handling of the resident's reports about the condition of her boiler when she moved into her property after a mutual exchange. The landlord’s complaint handling.
The Riverside Group Limited (202120187)
Mediation
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s handling of an annual gas safety check appointment.
Torus62 Limited (202123631)
Mediation
Complaint: Old Property Condition migrated-2025
The complaint is about the level of compensation the landlord offered in relation to its response to a leak.
Brighton and Hove City Council (202120965)
Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s response to the resident’s reports about her application for a mutual exchange.
Catalyst Housing Limited (202115702)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to the exterior of the property including to the windows, paintwork, front door and bin storage.
Clarion Housing Association Limited (202009100)
No Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB) the resident’s reports of noise disturbance the resident’s reports of the lack of maintenance of the neighbour’s garden including dog fouling the related complaint
Dover District Council (202119825)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s request for adaptations at his property.
Dudley Metropolitan Borough Council (202113474)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns the condition of the property when the resident moved in, following a mutual exchange.
London & Quadrant Housing Trust (202008983)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of repairs to the residents’ window. The landlord’s complaint handling.
Complaint: Managing Relations
The complaint is about the landlord’s handling of a mutual exchange application.
Metropolitan Thames Valley Housing (202016312)
Maladministration
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202016312 Metropolitan Thames Valley Trust 25 May 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Sanctuary Housing Association (202120335)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Repairs to the resident's flooring. The associated complaint.
Sanctuary Housing Association (202121220)
Reasonable Redress
Complaint: Estate Management
The complaint is about: The landlord’s handling of the resident’s reports concerning the repairs and security of the communal bin store. The associated complaint handling.
Southwark Council (202119518)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s request to be transferred. The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour in the property. The Ombudsman has also considered the landlord’s complaint handling.
Tower Hamlets Homes (202109442)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about how the landlord handled: Repairs to the valve in the living room radiator. Repositioning the isolation valve for the resident’s heating system. The resident’s concerns relating to cracks in the property’s ceilings. The resident’s concerns relating …
London & Quadrant Housing Trust (202106643)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s handling of the resident’s reports of mould growth in her bathroom.
Royal Borough of Kensington and Chelsea (202122327)
No Maladministration
Complaint: Financial
The complaint is about:
Southend-on-Sea Borough Council (202115415)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s: Reports of repairs to the communal parts of the block. Reports of repairs to the property. Reports of antisocial behaviour (ASB). Request for an allocated parking space.
The Riverside Group Limited (202007006)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s handling of the resident’s reports of: Anti-social behaviour (ASB) by his neighbours. Repairs to the TV aerial and paving slabs. The related handling of the complaint.
Greenwich Council (201914844)
Reasonable Redress
Complaint: Old Property Condition categories
The complaint is about the landlord’s response to reports of leaks first reported in 2018. The resident has also complained about the landlord’s handing of leak reported in June 2021.
LiveWest Homes Limited (202111633)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) and her request for a management transfer.
One Housing Group Limited (202001357)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The resident’s complaint is about the following: How the landlord handled the resident’s reports of anti-social behaviour from the neighbour above. How the landlord has handled the resident’s requests for security improvements to be made to the property to deter …
The Guinness Partnership Limited (202115799)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of: Poor workmanship with regards to repairs in her bathroom. Damp and mould in her bathroom. Damage caused to the bathroom fan and flooding of the bathroom floor.
Thirteen Housing Group Limited (202116721)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of a leak in the bathroom.
Clarion Housing Association Limited (202012635)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the residents reports of Anti-Social Behaviour (ASB) and inadequate sound insulation at his property.
Paragon Asra Housing Limited (202111314)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s: Handling of the resident’s reports of a noise nuisance by her neighbour. Complaint handling.
Sovereign Living Limited (202111761)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the amount the landlord’s response to the resident’s reports of a leak entering his property, and the subsequent amount of compensation offered. The Ombudsman has also considered the landlord’s complaints handling.
A2Dominion Housing Group Limited (202103769)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s reports of a leak in the storage cupboard at her property and the handling of the repairs. The landlord’s complaint handling.
Abri Group Limited (202102900)
Reasonable Redress
Complaint: Old Complaints Handling categories
The complaint is about: The landlord’s response to the resident’s reports about the suitability of the property. The landlord’s complaint handling.
bpha Limited (202014080)
Partial Maladministration
Complaint: Managing Relations
The leaseholder complains about the landlord’s handling of their reports of the following defects at the property: Front door seal. Gas meter box. Insulation/sound proofing. Internal doors and doorframes. The leaseholder complains about the landlord's overall handling of the formal …
Bristol City Council (202110757)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to: The resident’s reports of repairs (windows, damp and mould) while residing in temporary accommodation. The resident’s reports about the repairs at the start of the tenancy. The resident’s reports about flooding of …
Hackney Council (202118205)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord's handling of the resident’s report of a leak from the property above and the subsequent damage caused to her property.
Housing 21 (202117730)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord's response to the resident’s reports of misconduct by a member of the landlord’s staff, relating to a meeting held on 14 January 2020.
Lambeth Council (202121192)
Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of a refund into the resident’s rent account.
London & Quadrant Housing Trust (202104623)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s response to: The resident’s request for reimbursement of costs for repair works he had undertaken. The resident’s queries about its repairs processes, specifically during periods of lockdown as a result of Covid-19. Repairs to …
London & Quadrant Housing Trust (202116813)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of: The resident’s reports of repairs to her toilet. The associated complaint.