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 Waltham Forest (202419389)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s response to the resident’s report that he received a neighbour’s gas safety appointment letter in error. The landlord’s handling of the associated complaints.
London Borough of Waltham Forest (202422442)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about:
London & Quadrant Housing Trust (202407290)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about: the impact of repair issues on the health of the resident and his daughter. the landlord’s handling of: work to the kitchen extractor fan. leaks, damp, mould and bathroom extractor fan repairs. window issues. We have …
London & Quadrant Housing Trust (L&Q) (202303026)
Reasonable Redress
Complaint: Financial
The complaint is about the landlord’s handling of the resident’s: Reports of errors made on the service charge account. Concerns about the level of the management fee charged.
London & Quadrant Housing Trust (L&Q) (202311723)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord's handling of the leaseholder’s: Reports of errors made on the service charge account. Concerns about the level of the management fee charged.
London & Quadrant Housing Trust (L&Q) (202314122)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
London Borough of Islington (202319984)
Severe Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of a leak.
London Borough of Lewisham (202346715)
Severe Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of a loss of hot water.
London Borough of Wandsworth (202411146)
Partial Maladministration
Complaint: Estate Management
The complaint is about: The time taken for the landlord to install a positive input ventilation (PIV) at the property. The landlord’s response to the resident’s complaint about a decant and repair works in November 2023. The landlord’s handling of …
London & Quadrant Housing Trust (202409857)
Partial Maladministration
Complaint: Financial
The resident’s complaint is about the landlord’s handling of: A leak in the property. Associated repairs following the leak. Damp and mould. Damage to her personal belongings.
London & Quadrant Housing Trust (L&Q) (202318342)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of: The removal of the resident’s vehicle. The associated complaint.
Haringey London Borough Council (202411782)
Severe Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s handling of reports of a leak from the roof and subsequent damp and mould.
London Borough of Barnet (202305686)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s installation of a new kitchen in the resident’s property.
London Borough of Camden Council (202318181)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: Reports of leaks, damp and mould and the associated works. The resident’s complaint.
London Borough of Islington (202301133)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Handling of reports of inappropriate motorbike parking. Handling of reports of a leak on 3 July 2023.
London Borough of Lewisham (202409565)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s request for a kitchen fire door. The landlord’s handling of the complaint has also been considered.
London & Quadrant Housing Trust (L&Q) (202312433)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s kitchen cupboard repairs. The Ombudsman has also assessed the landlord’s complaint handling.
London Borough of Harrow (202346881)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of leaks, damp and mould. The Ombudsman has also assessed the landlord’s complaint handling.
London Borough of Lewisham (202321029)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s: Reports of a burst stack pipe. Request for reimbursement for replacement carpet. The landlord’s complaint handling has also been considered.
London Borough of Barnet (202312816)
Reasonable Redress
Complaint: Old Complaints Handling categories
The complaint is about the landlords handling of repairs to plasterwork in the property. The Ombudsman has also considered the landlord’s complaints handling.
London Borough of Croydon (202338569)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of: Repairs in the resident’s property and handling of her request for a decant. Damp and mould in the resident’s property. The complaint.
London Borough of Brent (202319729)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to reports of noise from a lift in the adjoining property. This report also considers the landlord’s complaint handling.
London Borough of Ealing (202341189)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Reports of a rodent infestation at the property. The resident’s concerns regarding staff conduct. The resident’s complaint.
London & Quadrant Housing Trust (L&Q) (202213537)
Reasonable Redress
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of resident’s report of repairs needed in the property. The Ombudsman has also considered the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202222811)
Maladministration
Complaint: Occupancy Rights
REPORT COMPLAINT 202222811 London & Quadrant Housing Trust (L&Q) 20 February 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
London Borough of Camden Council (202305961)
Outside Jurisdiction
Complaint: Estate Management
The complaint is about the landlord’s: Response to the resident’s reports of leaks, damp and mould. Handling of various estate management issues. Handling of various property related issues. Response to the resident’s recent concerns about rubbish on a roof.
London Borough of Hackney (202342205)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: the impact of repair issues on the resident’s household’s health. the landlord’s handling of: repairs to resolve water ingress to the front door and the request for a bath to be installed. damp and mould repairs. …
London & Quadrant Housing Trust (202318787)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the level of compensation offered by the landlord following planned works. The Ombudsman has also considered the landlord’s complaint handling.
London Borough of Barnet (202312340)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s management of, and charge for, communal heating.
London Borough of Ealing (202340627)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s response to the resident’s reports about: Damp and mould. The repositioning of the wash hand basin. Repairs to the balcony door. Repairs to the front door. The Ombudsman has also considered the landlord’s complaint …
Haringey London Borough Council (202313487)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: Window repairs. Anti-social behaviour reports.
London Borough of Barnet (202344183)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of damp and mould and subsequent complaint.
London & Quadrant Housing Trust (202319709)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord's handling of the resident's concerns that contractors had disposed of her personal belongings. The Ombudsman has also considered the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202304010)
Partial Maladministration
Complaint: Financial
The complaint is about: The increase in the resident’s service charge in 2024. The landlord’s response to the resident’s report of having no electricity. The landlord’s response to the resident’s concern about the communal front door. The landlord’s response to …
London Borough of Harrow (202300469)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of repairs required in the property’s bathroom and toilet. We have also investigated the landlord’s complaint handling.
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s reports of: The property’s roof and gutter being in disrepair. The garden being overgrown.
Haringey London Borough Council (202211631)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord's handling of the resident's reports of a leaking toilet and bath, causing damage to the kitchen ceiling and bathroom flooring. We have also investigated the landlord’s complaint handling.
London Borough of Lambeth (202411513)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the leaseholder’s: Reports of water ingress and associated outstanding repairs. Complaint. This report has also assessed the landlord’s record keeping.
London Borough of Lewisham (202340776)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of reports of a leak and associated repairs. The Ombudsman has also considered the landlord’s complaint handling.
London Borough of Hackney (202404395)
Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s handling of the resident’s reports of repairs to the balcony door and windows.
London & Quadrant Housing Trust (L&Q) (202303052)
Reasonable Redress
Complaint: Old Estate Management categories
The complaint is about the managing agent’s handling of repairs to the electric vehicle (EV) charging point.
London & Quadrant Housing Trust (L&Q) (202314377)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of reports of poor staff conduct at the resident’s property. The Ombudsman has also investigated the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202223130)
Partial Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s: Reports of defects in her new home. Complaint.
London Borough of Barking and Dagenham (202304320)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of: Roof leaks and roof replacement work. The associated complaint.
London Borough of Brent (202336766)
Reasonable Redress
Complaint: Old Property Condition categories
The complaint is about the landlord’s handling of: repairs related to damp and mould. the resident’s request for heating in her WC.
London Borough of Hammersmith and Fulham (202341738)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s response to the resident’s reports that his windows needed replacing. The time taken by the landlord to remove the scaffolding after completing the repairs. The landlord’s handling of the complaint. This investigation has also …
London & Quadrant Housing Trust (202347245)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of: Repairs to the communal door and door entry system. The associated complaint.
London & Quadrant Housing Trust (202406859)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord's response to the leaseholder's: Reports of water ingress from the roof. Complaint.
London & Quadrant Housing Trust (L&Q) (202216087)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s response to the resident’s: Report of a leak from the roof and into the bathroom. Complaint.
London & Quadrant Housing Trust (L&Q) (202340688)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s: Response to the resident’s concerns about ventilation in the bathroom. Complaint handling.