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"
London & Quadrant Housing Trust (L&Q) (202219689)
Maladministration
Complaint: Managing Relations
The complaint is regarding the landlord’s; Handling of repairs to the resident’s shower panel. Complaints handling.
Peabody Trust (202117274)
Partial Maladministration
Complaint: Managing Relations
The complaint is regarding the landlord’s: Handling of the resident’s repair requests including issues relating to damp, a back downpipe, scaffolding and cellar steps. Handling of the resident’s repair requests including issues relating to a front downpipe, a boiler out …
Peabody Trust (202120741)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s concerns regarding the installation of fibre optic internet in the building in which he owns a property. The Ombudsman has also considered the landlord’s complaint handling as part of the …
Complaint: Managing Relations
The complaint is about the landlord’s handling of: the resident’s request to install an external tap. the resident’s complaint.
Peabody Trust (202118747)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The associated complaint.
Peabody Trust (202108894)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The condition of the property when it was let to the resident. The unsuitability of the property. The landlord’s handling of the resident’s request to move. The landlord’s handling of the associated complaint.
Peabody Trust (202117348)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s handling of the complainant’s request to succeed to his late father’s tenancy. The landlord continuing to collect rent payments from the late tenant’s bank account. This service has also considered the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202202099)
Reasonable Redress
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s response to a request for a housing transfer and the handling of the associated complaint.
Peabody Trust (202005714)
Partial Maladministration
Complaint: Estate Management
REPORT COMPLAINT 202005714 Peabody Trust 19 June 2023 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 […]
Peabody Trust (202212355)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of damp and mould and his subsequent request for compensation.
London & Quadrant Housing Trust (L&Q) (202111700)
Severe Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of: The resident’s reports of anti social behaviour (ASB). The associated complaint.
London & Quadrant Housing Trust (L&Q) (202205105)
Severe Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the ASB reports. The landlord’s handling of the resident’s complaint.
London & Quadrant Housing Trust (L&Q) (202215520)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord's handling of: the resident's report of damp and mould issues throughout the property including issues related to the condition of the windows and doors. the resident's report of repairs to heating and hot water …
Peabody Trust (202120342)
Maladministration
Complaint: Information and data management
The complaint is about the landlord’s: Response to reports of damp and mould in the property. Knowledge and information management (KIM). Complaint handling.
London & Quadrant Housing Trust (L&Q) (202123362)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s requirement that the resident sell their caravan prior to exchange of contracts for the purchase of their shared ownership property. The Ombudsman will consider the landlord’s communication and complaint handling.
London & Quadrant Housing Trust (L&Q) (202101570)
Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of: The resident’s request for a full breakdown of service charges, and an explanation for the increase in service charges, since 2017/18. The associated complaint.
London & Quadrant Housing Trust (L&Q) (202202905)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of a repair to the resident’s heating and hot water system. The Ombudsman also considered the landlord's complaint handling.
London & Quadrant Housing Trust (L&Q) (202225049)
Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of the resident’s concerns regarding service charges applied to her account. The Ombudsman has also considered the associated complaint handling as part of this investigation.
London & Quadrant Housing Trust (L&Q) (202124242)
No Maladministration
Complaint: Financial
This complaint is about the landlord’s: Response to the leaseholder’s concerns about its ground rent and lease extension practices; Complaint handling.
London & Quadrant Housing Trust (L&Q) (202206767)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of the resident’s concerns about his neighbour’s video doorbell. The landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202214900)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord's handling of the resident's reports of a loss of heating and hot water, including the level of compensation offered. The landlord’s complaint handling.
Newlon Housing Trust (202212689)
Mediation
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord's handling of the resident's reports regarding the condition of the windows.
Bromsgrove District Housing Trust Limited (202200932)
Maladministration
Complaint: Financial
The complaint is about the amount of compensation offered by the landlord for the resident’s experience during the refurbishment of the kitchen at the property.
London & Quadrant Housing Trust (L&Q) (202207377)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of faulty windows, and its associated repairs.
London & Quadrant Housing Trust (L&Q) (202221313)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to concerns about: the suitability of a new hand wash basin installed in the property; water damage caused by a slow leak resulting from the hand wash basin installation, and; complaint handling.
Peabody Trust (202215428)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s: reports of a leak in her building causing damp and mould in her property; provision of evidence of defects in the resident’s building following a further leak; associated complaint.
Peabody Trust (202215468)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s: reports of a leak affecting her property; provision of evidence of defects in the resident’s building following a further leak; associated complaint.
London & Quadrant Housing Trust (L&Q) (202200878)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s: response to the resident’s report of a fire safety incident; handling of the resident’s associated complaint.
Joseph Rowntree Housing Trust (202221489)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord's response to the resident’s reports of repairs to her windows and front door.
Peabody Trust (202202917)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) as well as the formal complaint.
Peabody Trust (202200114)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
REPORT COMPLAINT 202200114 Peabody Trust 15 August 2023 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 […]
London & Quadrant Housing Trust (L&Q) (202211400)
Reasonable Redress
Complaint: Financial
This complaint is about the landlord’s: Communication about increased service charges. Increase of emergency lighting maintenance costs. Complaint handling.
‘Johnnie’ Johnson Housing Trust Limited (202116565)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Disposal of the late resident’s possessions following the end of the tenancy. Complaint handling.
Peabody Trust (202200039)
Maladministration
Complaint: Estate Management
This complaint is about the landlord’s: Handling of repairs to the lift and external lights of the building. Handling of the resident’s associated formal complaint.
London & Quadrant Housing Trust (L&Q) (202120759)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about: The landlord’s response to the resident’s request for information about fire safety and cladding on the block he owned a shared-ownership property in, to enable him to complete the sale of the property; The landlord’s response …
London & Quadrant Housing Trust (L&Q) (202212381)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s request to remove a shower cubicle and install a bath in her property. The Ombudsman has also considered the landlord’s handling of the formal complaint.
London & Quadrant Housing Trust (L&Q) (202212402)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of a property transfer and the size of the second bedroom at the property. The Ombudsman has also looked at the landlord’s complaint handling.
Trafford Housing Trust Limited (202218381)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of its request that the resident remove items from the communal area of her property.
London & Quadrant Housing Trust (L&Q) (202118974)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s: Reports of the lack of heating and hot water. Various repair reports regarding the property. Reports of fly-tipping. Request to move to an alternative property.
Peabody Trust (202117790)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s response to the resident’s concerns about noise from the flat above. The landlord’s handling of reported damage to the ceiling of the property. The landlord’s handling of repairs to the wet room to prevent …
Peabody Trust (202202042)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports concerning antisocial behaviour (ASB) and racial harassment.
Southway Housing Trust (Manchester) Limited (202108049)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of: Repairs to the front door. Repairs to the skirting board. Re-sealing the windows. The replacement of fencing. Damp and mould treatment within the property. Rent arrears on the resident’s rent account. The …
London & Quadrant Housing Trust (L&Q) (202211385)
Severe Maladministration
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s handling of repairs following a leak from a neighbouring flat.
London & Quadrant Housing Trust (L&Q) (202010229)
Maladministration
Complaint: Information and data management
This complaint is about the landlord’s: Response to the resident’s various disrepair concerns from April 2019. Handling of the resident’s vulnerabilities, health and welfare concerns. Complaint handling. Record keeping.
London & Quadrant Housing Trust (L&Q) (202214905)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord's response to the resident’s report of defects to bathroom works. The landlord's offer of compensation and its complaint handling.
Complaint: Estate Management
The complaint is about: The landlord’s handling of reports that the resident tripped in a communal car park. The landlord’s handling of the complaint.
‘Johnnie’ Johnson Housing Trust Limited (202223385)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord handled the renewal of the kitchen in the property.
London & Quadrant Housing Trust (L&Q) (202214705)
Severe Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: the resident’s window repairs; the associated complaint.
London & Quadrant Housing Trust (L&Q) (202206761)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Complaint handling.
Peabody Trust (202113483)
Maladministration
Complaint: Financial
The complaint is about the landlord’s: Response to the resident’s request for information about how her rent was calculated, and; Complaint handling.