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
Wandle Housing Association Limited (202113615)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the removal of a hanging unit above the resident’s cooker.
Brentwood Borough Council (202103090)
No Maladministration
Complaint: Estate Management
The complaint is about:
Citizen Housing (202009563)
Maladministration
Complaint: Old Property Condition migrated-2025
The resident complained of delay and poor-quality work by the landlord in its installation of a level access shower.
Clarion Housing Association Limited (202109782)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s concerns about garden maintenance.
Derwent Housing Association Limited (202110835)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the residents reports of cigarette smoke from the flat above entering her property.
ForHousing Limited (202111106)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord's handling of the resident's concerns about the safety of her garden.
GreenSquareAccord Limited (201911522)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Bathroom repair works. The resident’s request for compensation for the bathroom improvements. The associated complaint.
Hammersmith and Fulham Council (202102912)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
Newham Council (202011551)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to a contaminated water tank. The Ombudsman has also considered the landlord’s complaint handling.
Phoenix Community Housing Association (Bellingham and Downham) Limited (202121475)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of: Repairs to the bathroom extractor fan. Repairs to the back door. Damp and mould in the property.
Bernicia Group (202115061)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the level of compensation offered by the landlord for its handling of repairs to the resident’s storage heaters.
Clarion Housing Association Limited (202114535)
No Maladministration
Complaint: Information and data management
The complaint is about: The information provided by the landlord about the property and the tenancy type during the tenancy offer process in 2019. The landlord sending the resident details about another tenant during the stage one complaint response. The …
Cottsway Housing Association Limited (202113909)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of a leak and her subsequent request for compensation.
Haringey London Borough Council (202121406)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to the resident’s balcony window.
Metropolitan Thames Valley Housing (202109014)
No Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s response to the resident’s concerns about the servicing of the communal lift.
Origin Housing Limited (201809019)
Maladministration
Complaint: Managing Relations
The complaint concerns: The landlord's response to the resident's reports of banging and dripping noises from the pipework in the property. The associated formal complaint into the matter.
The Guinness Partnership Limited (202119068)
Partial Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 202119068 The Guinness Partnership Limited 11 May 2022 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 […]
East Midlands Housing Group Limited (202112444)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s response to the resident’s reports about his attempts to purchase the property.
Gateway Housing Association Limited (202110301)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of:
Home Group Limited (202013927)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of repairs to a vent and the heating system at the resident’s property. The landlord’s complaints handling and its decision to apply compensation awarded during the complaints process to the resident’s rent arrears.
London Borough of Hillingdon (202009185)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s handling of the resident’s concerns with a gas safety certificate.
Onward Homes Limited (202110847)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s request to be rehoused for her medical conditions.
Paragon Asra Housing Limited (202006266)
No Maladministration
Complaint: Financial
The complaint is about: The landlord’s handling of the resident’s request to be reimbursed for fittings he purchased for his windows. The landlord’s complaint handling.
Plymouth Community Homes Limited (202102002)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to the resident’s concerns regarding: the removal of his existing emergency contact details; arrangements for works relating to his shed door; arrangements for a gas safety inspection; contact from the landlord on 20 …
Southend-on-Sea Borough Council (202009843)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s management organisation’s handling of the resident’s complaint about repairs to the gutters in her property.
Stonewater Limited (202113387)
Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s handling of: Service charges paid by the resident for grounds maintenance and cleaning of communal areas. Rubbish removal from the communal car park.
The Guinness Partnership Limited (202119664)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s decision not to replace the door at the property. The landlord’s communication and complaint handling.
Wythenshawe Community Housing Group Limited (202105766)
Reasonable Redress
Complaint: Financial
The complaint is about the landlord’s response to the resident’s concerns about information he was provided in relation to his rent account.
Clarion Housing Association Limited (202122801)
Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s decision not to provide the resident with a designated parking space, following its error in advising that the property came with designated parking. The landlord’s complaints handling.
Lambeth Council (202106326)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of damage to kitchen flooring and cold draughts from the kitchen and the bedroom windows.
Lambeth Council (202115286)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Window repairs. The associated complaint.
Lewisham Council (202103310)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s handling of external works to resolve a damp problem at the resident’s property.
Clarion Housing Association Limited (202108929)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the level of compensation that the landlord has offered to the resident for the delay in repairing a faulty external door that did not lock.
Ipswich Borough Council (202108079)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s: response to the resident’s reports of Anti-Social Behaviour (ASB). handling of the complaint.
London & Quadrant Housing Trust (202110036)
Reasonable Redress
Complaint: Managing Relations
The resident’s complaint was about: The landlord’s response to the resident’s request to sell his shared ownership property on the open market. The landlord’s complaint handling .
Six Town Housing Limited (202103076)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s report about the conduct of a contractor that attended her property.
Westward Housing Group Limited (202117711)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould. The landlord’s complaints handling.
Barking and Dagenham Council (202119265)
Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s request: To install fencing and internal doors at her property. To reimburse her for the cost of removing rubbish from the garden.
Catalyst Housing Limited (202121479)
Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s handling of the resident’s reports regarding noise nuisance and trip hazards from its lack of repairs and maintenance to communal guttering. The landlord’s handling of the associated complaint and record keeping.
Home Group Limited (202118335)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of repair issues involving the front door, kitchen, garden gate and grounds maintenance.
Paragon Asra Housing Limited (202115914)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the level of compensation offered by the landlord in response to the resident’s complaint about how it dealt with repairs to a leak in the property.
Torus62 Limited (202102573)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns: The landlord’s handling of the resident’s reports of anti-social behaviour from his neighbour. The landlord’s handling of counter-allegations of anti-social behaviour against the resident. The landlord’s complaint handling.
Tower Hamlets Council (202116352)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to the resident’s balcony door and windows.
Westminster City Council (202114928)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s decision to reschedule the resident’s kitchen renewal.
Acis Group Limited (202108528)
Partial Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s administration of the resident’s service charge, including its decision to change the service charge invoicing date. The standard of services provided in respect of which a service charge is levied. An increase in the …
Camden Council (202108167)
No Maladministration
Complaint: ASB/Abuse/Nuisance
REPORT COMPLAINT 202108167 Camden Council 4 May 2022 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 […]
Hyde Housing Association Limited (202100238)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of repairs following a leak. The landlord’s complaint handling.
Metropolitan Thames Valley Housing (202106240)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of:
Southwark Council (202010590)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s handling of: the resident’s reports of damaged flooring in her bathroom and hallway; the resident’s reports of a loss of heating; the resident’s concerns about scaffolding being left up in her garden; the resident’s …
East End Homes Limited (202121527)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of: Water ingress to the front of the property via the roof. Water ingress to the rear of the property via a window.