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
Metropolitan Housing Trust Limited (202010164)
Outside Jurisdiction
Complaint: Estate Management
The complaint is about the landlords handling of the residents reports concerning the maintenance of roads outside the property.
Network Homes Limited (202000884)
No Maladministration
Complaint: Estate Management
REPORT COMPLAINT 202000884 Network Homes Limited 26 May 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 […]
London Borough of Hackney (202002516)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB). Response to the resident’s request for a property transfer. Response to the resident’s reports of mould in the property. Complaint handling.
Midland Heart Limited (202008032)
Maladministration
Complaint: ASB/Abuse/Nuisance
REPORT COMPLAINT 202008032 Midland Heart Limited 25 May 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 […]
Southwark Council (202011129)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns the landlord’s handling of the resident’s: reports of loud noise from the water pipework. reports of a leak from a bathroom tap. request to reimburse their water bill. The associated formal complaint.
Southwark Council (202011769)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns the landlord’s response to the resident’s reports of repairs required to the kitchen window in his property the landlord’s handling of the resident’s formal complaint about the matter.
Clarion Housing Association Limited (201806894)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports about antisocial behaviour (ASB) from her neighbour.
Clarion Housing Association Limited (202010192)
Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s reports about; the heating/hot water system at the property; parking.
London Borough of Redbridge (202008791)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The resident has complained about: the local authority Environmental Health team’s decision not to take enforcement action against his neighbour for alleged statutory noise nuisance. the landlord’s response to the resident’s reports of noise-related anti-social behaviour (‘ASB’) by his neighbour. …
Nottingham Community Housing Association Limited (202014309)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202014309 Nottingham Community Housing Association Limited 18 May 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 […]
One Housing Group Limited (202011080)
No Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s proposed sale of her property. The landlord’s handling of the associated complaint.
One Housing Group Limited (202014420)
Partial Maladministration
Complaint: Financial
The complaint refers to: The landlord’s response to the resident’s requests for a breakdown of the service charges for the 2018-19 and 2019-20 periods. The resident’s concern that the landlord has not acted in line with its legal obligations regarding …
Orbit Group Limited (201808557)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s: Request to move to another property Repairs and adaptations to the property Reports of Anti-Social Behaviour (ASB) The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Peabody Trust (202008304)
Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s request for a new key fob to access the communal front door.
Anchor Hanover Group (202014148)
Outside Jurisdiction
Complaint: Financial
The complaint concerns an increase in service charges for heating and hot water.
Barnet Council (202014754)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s handling of: the resident’s reports of drainage repairs needed outside his property; the resident’s pest control reports; the related complaint.
Bolton at Home Limited (202011752)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint refers to: The landlord’s handling of the resident’s concerns about the standard of cleaning and grounds maintenance in the communal areas surrounding her property. The landlord’s handling of the associated complaint. The resident’s concerns related to antisocial behaviour …
Haringey Council (202010916)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns the level of compensation offered to the resident following her reports of upsurges in her kitchen pipes.
LiveWest Homes Limited (202006136)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint refers to the landlord’s response to the resident’s concerns about the implementation and extension of a single point of contact arrangement.
Magenta Living (202009293)
No Maladministration
Complaint: Old Property Condition migrated-2025
The resident has complained that the landlord has not refunded the cost of a repair to their boiler.
Notting Hill Genesis (202008956)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s handling of the resident’s reports of an offensive odour in her kitchen.
One Vision Housing Limited (201817317)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint is about the level of redress offered by the landlord in respect of its acknowledged failings in carrying out works in the garden at the property.
Paragon Asra Housing Limited (202007018)
No Maladministration
Complaint: Estate Management
The complaint concerns the landlord’s handling of the resident’s request for a second parking permit.
Paragon Asra Housing Limited (202009703)
Mediation
Complaint: Old Property Condition migrated-2025
The condition of the property when the resident moved in.
Sandwell Metropolitan Borough Council (202006511)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s management of the allocation of the property to the resident and its suitability. The resident’s allegation that the landlord disclosed personal information to his sister. The landlord’s handling of the connection and testing of …
Torus62 Limited (202017392)
Mediation
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of damp works and repairs to the kitchen at the resident’s property.
Your Housing Limited (202005876)
Partial Maladministration
Complaint: Estate Management
The complaint concerns: The landlord’s handling of the resident’s reports of a lack of grounds maintenance in communal areas. The landlord’s communication and complaint handling.
bpha Limited (202011346)
Reasonable Redress
Complaint: Occupancy Rights
REPORT COMPLAINT 202011346 bpha Limited 20 May 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 […]
Bromford Housing Association Limited (202006247)
No Maladministration
Complaint: Old Property Condition migrated-2025
The resident complains about the landlord’s response to his concerns about: The condition of the garden at the property, and his requests for compensation in relation to this. A tree within the garden that he would like to remove. Replacement …
Catalyst Housing Limited (202001741)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s reports of: Cracks to the bedroom window pane; Cracks to a shared wall between the property and the communal corridor; Water ingress into the property and; Complaint handling.
Karbon Homes Limited (202016566)
Mediation
Complaint: Old Property Condition migrated-2025
The resident complained about: The landlord’s handling of the kitchen replacement. The landlord’s handling of thier concerns about its Health & Safety and Covid guidance adherence. The landlord’s response to thier request for compensation.
Lambeth Council (201909098)
No Maladministration
Complaint: Moving/Buying/Selling Home
The resident complained about the landlord's response to his: repair requests for water leaks, damp, lack of ventilation and uneven flooring. housing transfer application.
Lambeth Council (202010450)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202010450 Lambeth Council 20 May 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 whether a […]
London Borough of Hackney (202010288)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of a leak from a neighbouring property.
London Borough of Redbridge (202011626)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in her home. The landlord’s handling of the resident’s request to replace windows. The landlord’s handling of events after its final complaint response of 7 …
North Tyneside Council (202101168)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint concerns:
One Manchester Limited (202009682)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of: Subletting; and Noise nuisance.
Raven Housing Trust Limited (202008210)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s: Response to the resident’s reports of repair to an aerial. Response to reports from the landlord’s contractor of abusive behaviour by the resident. Complaint handling.
Sanctuary Housing Association (202000930)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s requests for compensation following damage to her property caused by mould.
Complaint: Old Property Condition migrated-2025
The resident complained about the landlord’s response to reports about the condition of the windows.
The Riverside Group Limited (202011970)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about: The level of compensation offered to the resident by the landlord for its disconnection of her external gas supply to the property. The landlord’s handling of the associated complaint.
Tower Hamlets Council (202005068)
Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 202005068 Tower Hamlets Homes May 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 […]
Adur District Council (202001176)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to reports of damp and mould at the resident’s property. The complaint is also about the landlord’s handling of the resident’s complaint.
Home Group Limited (202013788)
Reasonable Redress
Complaint: Information and data management
The complaint concerns the landlord’s response to the resident’s: reports of a leak in the property. request for the contractor’s repair report and subject access request.
The Riverside Group Limited (202013603)
Outside Jurisdiction
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s reports of mismanagement of their service charge account and cyclical and sinking funds for major works. The complaint is also about the landlord’s handling of the resident’s reports over a …
Westminster City Council (202012880)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint concerns the landlord’s handling of: The resident’s reports of water leaks in the property. The resident’s request for information from the landlord relating to repairs of leaks at the property. ongoing repairs required to the pipework at the …
Aster Communities (202004756)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to reports of damp.
Aster Group Limited (202004941)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s communication to the resident about her rent arrears and rent increase.
Hammersmith and Fulham Council (202009699)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns the landlord’s response to the resident’s reports of repairs needed to the window frame and damp and mould at his property.
Hyde Housing Association Limited (201913216)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of problems with heating, hot water, and water leaks in his property.