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
London & Quadrant Housing Trust (202014377)
Outside Jurisdiction
Complaint: Financial
The complaint is about the payability and reasonableness of the service charges at the property.
London & Quadrant Housing Trust (202100892)
Reasonable Redress
Complaint: Estate Management
The complaint concerns the landlord’s handling of: repairs to resolve a leak in the roof of the building, and; the resident’s request to receive a copy of a surveyor’s report following an inspection of the building.
Plymouth Community Homes Limited (201907375)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to reports of anti-social behaviour (ASB).
Southern Housing Group Limited (202001366)
No Maladministration
Complaint: Financial
The complaint refers to: The landlord’s response to the resident’s request for compensation for the interruption of the gas supply to the property. The landlord’s handling of the resident’s Subject Access Request. The landlord’s communication and handling of the associated …
Stonewater Limited (202011072)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s reports of repairs required to the intercom system at the property, response to the resident’s reports of repairs required to the communal back door to the property, complaints handling.
The Guinness Partnership Limited (202011931)
Outside Jurisdiction
Complaint: Managing Relations
The complaint concerns the landlord’s response to reports of staff conduct.
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the repair to the boiler.
Clarion Housing Association Limited (201907136)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s response to the resident’s reports of condensation on her windows.
Home Group Limited (201912966)
Reasonable Redress
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s response to the resident’s concerns regarding the administration of the sales procedure in respect of the property which she owned.
Metropolitan Housing Trust Limited (202010666)
Maladministration
Complaint: Estate Management
The complaint is about: the landlord’s handling of the resident’s request for a refund of her service charge in relation to the number of times the communal lift was not in operation; the landlord's associated handling of the complaint.
Sovereign Network Homes (202003089)
Outside Jurisdiction
Complaint: Occupancy Rights
The resident complained about: The division of the rear garden to the property. The landlord’s response to their request that they be granted possession of thier neighbour’s garden.
St Albans City and District Council (202012034)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to: The resident’s concerns about the condition of the property when the tenancy began. The resident’s concerns about the condition of the property and outstanding repairs from 2020 onwards. Pest infestations at the …
The Guinness Partnership Limited (202005376)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord's response to the resident’s report that a leak from her toilet in 2020 had caused her water bill to increase. The resident’s concerns about her increased water usage between 2016 and 2020, which she …
The Guinness Partnership Limited (202009057)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns: The landlord’s handling of the resident’s historical reports of antisocial behaviour. The landlord’s handling of the resident’s reports of antisocial behaviour from mid-2020 onwards. The impact the antisocial behaviour had on the resident and her partner’s health.
The Riverside Group Limited (202003714)
Reasonable Redress
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of a property transfer offer.
Wandsworth Council (202017417)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of repairs to the communal lift at the property.
Waverley Borough Council (202009012)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from her neighbour. The resident’s concerns about the landlord’s handling of her Freedom of Information request.
Clarion Housing Association Limited (202003044)
No Maladministration
Complaint: Financial
The complaint concerns: The landlord’s handling and administration of the resident’s service charge payments. The level of the service charge. The landlord’s handling of the formal complaint about these matters.
Hammersmith and Fulham Council (202010475)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202010475 Hammersmith and Fulham Council 14 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 […]
Optivo (202009015)
Reasonable Redress
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s: Handling of repairs to the resident’s former property. Response to the resident’s request for a property transfer.
The Cambridge Housing Society Limited (202010357)
Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s handling of the resident’s reports of pests in her property. The landlord’s complaint handling
York Housing Association Limited (202002635)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: the resident’s reports that the property had not met lettable standards; the resident’s reports of repairs needed to her property; kitchen upgrade works; the resident’s requests for it to consider her circumstances …
Birmingham City Council (202002975)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s request for it to redecorate, following damage caused by a leak from the roof.
Exeter City Council (202008830)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: the advice given to the resident concerning the Home Choice Scheme. how the landlord handled the resident’s reports of ASB including how staff communicated with her.
MHS Homes Ltd (202002094)
Maladministration
Complaint: Voluntary
The complaint is about the landlord’s response to the resident’s reports of rodents in her property.
Southwark Council (202015091)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB).
Midland Heart Limited (202013847)
Maladministration
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202013847 Midland Heart Limited 10 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 […]
Clarion Housing Association Limited (202015048)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint refers to: The landlord’s handling of the major adaptations to the resident’s property. The resident’s concerns about delays caused by the local authority and its appointed contractor in completing the adaptations.
Cornwall Council (202011484)
Partial Maladministration
Complaint: Managing Relations
The complaints are about the landlord’s:
London Borough of Hackney (202010001)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the level of compensation offered by the landlord’s insurer in relation to the resident’s claim for property damage and loss of rental income following a leak from a neighbouring property.
One Housing Group Limited (202007494)
Partial Maladministration
Complaint: Financial
The complaint is about: The level and reasonableness of the service charges paid by the resident. The landlord’s response to the resident’s queries regarding service charges. The landlord’s response to the resident’s request for information concerning cladding on the building …
Swindon Borough Council (202008806)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports about damage to her sofa.
Your Housing Limited (202004434)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns the level of compensation offered to the resident by the landlord following the loss of heating and hot water in her property.
Clarion Housing Association Limited (202104519)
Outside Jurisdiction
Complaint: Financial
REPORT COMPLAINT 202104519 Clarion Housing Association Limited 8 June 2021 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman Scheme. The Ombudsman must determine […]
Midland Heart Limited (202101408)
Outside Jurisdiction
Complaint: Financial
The complaint is about the landlord’s handling of reports of pipe blockages and leaks into the Resident’s property.
Sanctuary Housing Association (202006890)
Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s refusal to allow the resident to purchase the property.
Trafford Housing Trust Limited (201914289)
Partial Maladministration
Complaint: Estate Management
The complaint refers to the landlord’s response to the resident’s concerns about: The grounds maintenance provided at the property. The service charge associated with grounds maintenance at the property.
Cognatum Estates Ltd (202012911)
Maladministration
Complaint: Voluntary
The complaint refers to: The landlord’s response to the resident’s report of the vegetation being removed from the trellis that runs along the boundary of her garden. The landlord’s handling of the associated complaint.
Epping Forest District Council (202009199)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s demand for a charge prior to sale of the property, for the Renewable Heat Incentive Scheme (RHIS) payments it would not receive following the resident becoming legal owner.
Islington Council (202003808)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to reports of large cracks in the walls of the property and the associated repairs.
LiveWest Homes Limited (202012144)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s report of rats and squirrels in her loft.
Optivo (202009764)
Maladministration
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202009764 Optivo 3 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 set out […]
Paradigm Housing Group Limited (202012977)
No Maladministration
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202012977 Paradigm Housing Group Limited 6 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 […]
Southwark Council (202013712)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns the landlord’s handling of repairs to the resident’s stairs.
Stonewater (2) Limited (202008221)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: the landlord’s handling of reports of Anti-Social Behaviour (ASB). The complaint is also about the landlord’s complaint handling.
Thames Valley Housing Association Limited (202008787)
Maladministration
Complaint: Managing Relations
The complaint was about the landlord's response to the resident's:
Clarion Housing Association Limited (201915632)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint refers to: The landlord’s response to the resident’s Right-to-Buy application (RTB).
LiveWest Homes Limited (202100634)
Mediation
Complaint: Old Property Condition migrated-2025
The resident complained about the landlord’s handling of their request to install security lighting in the garden.
Platform Housing Group Limited (202011542)
No Maladministration
Complaint: Estate Management
The complaint concerns: The landlord’s handling of charges associated with the car park. The landlord’s decision to withhold information from the resident’s subject access request. The level of rent charged to the resident.
Torus62 Limited (202009030)
Mediation
Complaint: Old Property Condition migrated-2025
The resident complained about the level of compensation offered in relation to their complaint about the landlord’s response to a pest infestation.