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"
Northampton Borough Council (202008281)
Partial Maladministration
Complaint: Estate Management
This complaint is about the landlord’s response to: The resident’s complaint about its administration of his service charges, its maintenance and repair of his block, grounds maintenance and cleaning, and his reports of ASB, for which the landlord issued its …
One Housing Group Limited (202012077)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of noise and anti-social behaviour (ASB) at the property including cigarette smoke from the property below.
Optivo (202000740)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the residents reports of anti-social behaviour (ASB) including drug use and drug dealing at the property.
Peabody Trust (201910038)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s reports of defective windows. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Sanctuary Housing Association (202006043)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The resident complains about the landlord’s handling of repairs required to her property’s hot water and heating system, shower and flooring.
Sanctuary Housing Association (202011577)
No Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB); the resident’s request for a rent account refund; the resident’s allegations that staff members breached confidentiality.
Southway Housing Trust (Manchester) Limited (202012382)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord's response to the resident's request to be reimbursed for a parking fine.
Sovereign Housing Association Limited (202005644)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint concerns the information about the property provided by the landlord, prior to the residents starting their shared ownership lease.
Stonewater Limited (202005485)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s response to the resident’s reports of a leak from his boiler.
The Guinness Partnership Limited (202008437)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports of: The temperature at the property and the need for insulation. A delay in the repairs to the windows. The landlord’s complaint handling.
Birmingham City Council (201913028)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The resident’s reports of discrimination by the landlord against him. The resident’s reports of discrimination by the landlord in relation to the garden maintenance. The …
Clarion Housing Association Limited (201901431)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to the communal lift at the property.
Crawley Borough Council (202012035)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The resident has complained that the landlord has offered insufficient compensation in response to their complaint about the works to their kitchen and bathroom. The landlord’s complaint handling has also been assessed in this report.
Metropolitan Housing Trust Limited (202003572)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s: reports regarding the conduct of the landlord’s employee; reports regarding parking enforcement and works; reports regarding repairs to a communal door; request for information regarding her service charge; request for …
Optivo (202012148)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about:
Sanctuary Housing Association (202006019)
No Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s handling of the resident’s report of an obstruction on her driveway. Complaint handling.
Torus62 Limited (202010327)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of: the resident’s antisocial behaviour reports concerning two neighbouring properties. the resident’s concerns about asbestos in the property she resides in.
Clarion Housing Association Limited (201915794)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s reports of damp and mould in the property. The landlord’s response to the resident’s request to be permanently decanted to a three-bedroomed property. Complaint handling.
Clarion Housing Association Limited (202004382)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s: Response to the resident’s request for a new front door. Response to the resident’s request to replace the gas fire. Complaint handling.
Greatwell Homes Limited (202004324)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s unannounced visits to the property on 29 July 2019; The unannounced visit to the property on 4 September 2020 and; Complaint handling.
Hammersmith and Fulham Council (202011308)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of damp and mould in her property.
Incommunities Limited (202005780)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about to the landlord’s response to the resident’s: Reports of anti-social behaviour (ASB) relating to vehicles parking in disabled bays. Reports of dogs fouling on pavements. Concerns about the condition of the pavements.
London & Quadrant Housing Trust (201909237)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of repairs in the property and a delay in activating her rent account.
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.
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.
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. …
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.
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.
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 …
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.
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.
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.
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.
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 …
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.
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.