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 1,868 of 16,227 decisions matching "trust"
Peabody Trust (202214122)
Partial Maladministration
Complaint: Managing Relations
The complaint is about : The landlord’s handling of the resident’s concerns about the condition of the property when he moved in and its decision not to undertake any further work. The landlord’s handling of the resident’s complaint.
Peabody Trust (202215646)
Maladministration
Complaint: Information and data management
The complaint is about: The landlord's response to the resident’s reports of leaks damp and mould in his property. This investigation also considered the landlords complaint handling. This investigation also considered the landlords record keeping.
London & Quadrant Housing Trust (L&Q) (202202309)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s: Reports of multiple outstanding repairs, mostly as a result of leaks to the property. Associated formal complaint.
London & Quadrant Housing Trust (L&Q) (202206684)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s request for trunking to be removed from her property and the arrangements to decant her temporarily to carry out the work. The landlord’s complaints handling.
London & Quadrant Housing Trust (L&Q) (202212405)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Reported smells that affected the resident’s property. The replacement of the kitchen sink cupboard. The associated complaints.
Peabody Trust (202111453)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to: The residents report of disturbance from delivery men ringing his doorbell. The residents’ concerns in relation to the introduction of parking management. Complaint handling.
Peabody Trust (202208808)
Partial Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s response to issues the resident raised regarding the delivery of communal maintenance and housing management services; The landlord’s response to the resident’s concerns about the increase in his service charge; The handling of the …
London & Quadrant Housing Trust (L&Q) (202203840)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s reports of a leak. The landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202214632)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: The resident’s concerns about the condition of the bathroom walls and the quality of a repair. The resident’s request for reimbursement of costs for repair work she had undertaken. The associated complaint.
Watford Community Housing Trust (202301550)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. Works to insulate the porch area.
London & Quadrant Housing Trust (L&Q) (202204724)
Maladministration
Complaint: Managing Relations
The complaint is about the resident’s reports concerning the landlord’s handling of: Repairs required at the property including cracks in the walls and ceilings, asbestos removal works required at the property and reported snagging issues in relation to flooring, skirting …
Peabody Trust (202015707)
Maladministration
Complaint: Managing Relations
The resident’s complaint is about the landlord’s handling of: His decant and remedial repairs to the property following a leak. The capping of the gas supply to the property and repairs to the boiler. His associated complaint.
Peabody Trust (202114311)
Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of the resident’s reports concerning: Disputed service charges relating to the door entry system, communal repairs, fire safety works and lift repairs and maintenance. The level and reasonableness of service charges. Concerns regarding …
Southway Housing Trust (Manchester) Limited (202106192)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The decant process due to bathroom works. A Right to Buy (RTB) application. Reports of pest infestation. The Ombudsman has also considered the landlord’s: Complaint handling. Record keeping.
London & Quadrant Housing Trust (L&Q) (202219440)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of: The resident’s transfer request. Repairs and ongoing maintenance to the lift within the resident’s building. The resident’s complaint.
Peabody Trust (202215552)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s: handling of reports of antisocial behaviour (ASB) and fly tipping. handling of the complaint and its response to the resident’s concerns about staff conduct. The Service has also considered the landlord’s record keeping.
Newlon Housing Trust (202302204)
Maladministration
Complaint: Managing Relations
The resident’s complaint is about: The landlord’s handling of a breakdown of the hot water system and the associated offer of compensation. The Service has also investigated the landlord’s complaint handling.
Raven Housing Trust Limited (202116683)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s reports of: Leaks into the living room and back bedroom causing damp. The standard of cleaning and maintenance of the communal area. Being charged for maintenance works for storm damage. …
London & Quadrant Housing Trust (L&Q) (202200947)
Partial Maladministration
Complaint: Financial
The complaint is about: A personal injury claim by the resident due to delays in the installation of the heating system. Delays installing a heating system, resulting in a loss of heating and hot water at the resident’s property. The …
Hornsey Housing Trust Limited (202202399)
No Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 202202399 Hornsey Housing Trust Limited 9 January 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
London & Quadrant Housing Trust (L&Q) (202125101)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord's handling of: The resident's reports of no heating and hot water. The replacement boiler. The landlord's complaint handling has also been investigated.
Peabody Trust (202214079)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s management of vehicle obstruction to an access road. The Ombudsman has also investigated the landlord's complaint handling.
Peabody Trust (202214787)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the resident’s concerns regarding the level of compensation offered by the landlord following reports of defects at the property. The Ombudsman has also considered the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202207520)
Maladministration
Complaint: Estate Management
The complaint is about the landlord's handling of: External window cleaning and the associated service charges. The resident's concerns about the fire alarm system and procedure. The resident’s complaint.
London & Quadrant Housing Trust (L&Q) (202202098)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s response to reports of antisocial behaviour (ASB). The landlord’s complaint handling.
Peabody Trust (201907372)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) The Ombudsman has also considered the landlord’s complaint handling.
Peabody Trust (202205160)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s handling of: The resident’s concerns about gas servicing and the management of appointments. The associated complaints.
Peabody Trust (202224605)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s reports of rodents in the property. The landlord’s complaints handling.
Joseph Rowntree Housing Trust (202216191)
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 request to be rehoused.
London & Quadrant Housing Trust (L&Q) (202127252)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of the resident’s application to succeed to her mother’s tenancy. Complaint handling.
London & Quadrant Housing Trust (L&Q) (202223386)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Damp and mould in the property. Repairs to the bathroom ceiling following a collapse. The resident’s complaint.
London & Quadrant Housing Trust (L&Q) (202226260)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of: Anti-social behaviour (ASB) by his upstairs neighbour. Flooding caused by the upstairs neighbour. Repairs caused by the flood and related damp and mould. The landlord’s complaints handling has …
Peabody Trust (202218532)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord's handling of: The resident's reports of rats in her loft. Repairs to the resident's loft and the renewal of the loft insulation. The resident’s complaint.
Watford Community Housing Trust (202211914)
Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of the residents rent account. The Ombudsman has decided to investigate the landlord’s complaint handling.
Peabody Trust (202208366)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s queries about his service charges. This Service has also investigated the landlord’s complaint handling.
Peabody Trust (202203174)
Partial Maladministration
Complaint: Financial
The complaint is about: The level of the resident’s rent. The landlord’s handling of the resident’s concerns about the level of his rent. The landlord’s handling of the resident’s request that it buys back his share in the property. An …
Raven Housing Trust Limited (202017342)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s concerns about: noise transference. fire safety in the building. complaint handling.
Cheshire Peaks & Plains Housing Trust (202207011)
No Maladministration
Complaint: Estate Management
The resident’s complaint is about the landlord’s response to: The resident’s reports of issues with bin store maintenance. The resident’s reports of drug dealing from a neighbouring property. The resident’s concerns about communal window cleaning and grounds maintenance. The resident’s …
London & Quadrant Housing Trust (L&Q) (202120966)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of: Repairs to the building following a burglary. The resident’s request for it to provide CCTV footage to the police. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Peabody Trust (202206937)
Outside Jurisdiction
Complaint: ASB/Abuse/Nuisance
This complaint is about: The condition of the property when the resident started her tenancy. Problems with damp and mould. The landlord’s handling of the resident’s antisocial behaviour reports. The landlord’s handling of general repairs in the resident’s home. The …
Peabody Trust (202215699)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about: The landlord’s handling of reports about the resident’s alleged antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
Peabody Trust (202102403)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s request for it to secure its own access to the communal plant room. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Peabody Trust (202114635)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of reports about bedbugs in the property. Complaint handling.
London & Quadrant Housing Trust (L&Q) (202121266)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also investigated the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202209759)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: handling of repairs to the balcony door; handling of reports of a rat infestation; complaint handling
Peabody Trust (202223341)
Maladministration
Complaint: Managing Relations
The landlord’s response to the resident’s: Report of no water supply to his property. Associated complaint.
London & Quadrant Housing Trust (L&Q) (202200638)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s: Request to be moved on medical grounds. Reports of antisocial behaviour. The Ombudsman has also considered the landlord’s record keeping.
London & Quadrant Housing Trust (L&Q) (202205311)
Maladministration
Complaint: Financial
The complaint is about: the landlord’s handling of the resident’s service charge queries about communal car parking, the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202212868)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s handling of: The resident’s concerns about the glass balconies near his home. The subsequent complaint.
Peabody Trust (202210638)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s: response to the resident’s reports of antisocial behaviour (ASB) from a neighbour; handling of ASB reports made against the resident; decision to restrict the resident’s contact with its service; response to the resident’s reports …