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 13,215 of 16,227 decisions matching "about"
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 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.
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).
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.
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.
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.
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:
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.
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.
Norwich City Council (201915203)
Outside Jurisdiction
Complaint: Financial
The leaseholder complained about the following issues: That the landlord did not provide information explaining that the property had no television aerial during the sales process. That they should not be liable for service charges for a television aerial.
Notting Hill Genesis (202002556)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s concerns and reports about the hot water provision affecting her property.
Saffron Housing Trust Limited (202008332)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The resident complains: That she and her late husband were not informed and consulted before a development project commenced. About the landlord’s response to reports of noise disturbance and vibration from construction work at an adjacent development site, and the …
Westminster City Council (202100958)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s: Reports of antisocial behaviour. Formal complaint.
Woking Borough Council (202007874)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s request to adapt the property by adding a second rear door to the bedroom. Complaints handling.
Clarion Housing Association Limited (202006605)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of ASB.
Leeds City Council (201913825)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of repair issues in the property.
Southwark Council (202008460)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s request for information regarding an incident that occurred in 2016 at his building.
Camden Council (202009780)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the residents reports of: Repairs to a communal gate. Leaks in the guttering at the property. Repairs to windows at the property and subsequent delays. Reports of anti-social behaviour (ASB) at the …
Camden Council (202010569)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Handling of adaptations following an occupational therapist assessment. Complaint handling.
Catalyst Housing Limited (202006521)
Partial Maladministration
Complaint: Estate Management
The complaint is about the: Level of increase in the resident’s service charges. Landlord’s response to the resident’s complaint about missed garden maintenance appointments. Landlord’s response to the resident’s query about fire equipment service charges.
Cheshire Peaks & Plains Housing Trust (202010072)
Reasonable Redress
Complaint: Financial
The complaint is about the landlord’s response to the resident’s reports: that it breached its contractual agreement regarding improvements to his property; of damage caused during the removal of loft insulation by its contractors, and the subsequent amount of compensation …
Citizen Housing (202007884)
Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s response to the resident’s ‘Voluntary Right To Buy’ (VRTB) application.
Clarion Housing Association Limited (202008798)
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 request that the landlord repair a communal fence. The landlord’s handling of the resident’s report of mould, including …
GreenSquare Group Limited (201909593)
No Maladministration
Complaint: Financial
The resident complains about the landlord’s offer of compensation in response to concerns about damp and a leak at the property.
Guinness Housing Association Limited (202007002)
Maladministration
Complaint: Managing Relations
The resident has complained about the way the landlord handled repeated leaks through the kitchen and living room ceilings. The landlord’s complaint handling has also been assessed in this report.
Hammersmith and Fulham Council (202009410)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Response to the resident’s reports of leaks in her property. Handling of the associated complaint.
Hyde Housing Association Limited (202003639)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports about: Anti-social behaviour (‘ASB’). Complaints handling.
Kingston upon Thames Council (202011154)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the resident’s reports of noise nuisance.