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"
Anchor Hanover Group (202009169)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The resident complained about the landlord’s: response to his concern about insufficient compartmentalisation within the building to prevent transmission of smells and smoke into his property and communal areas. handling of his associated complaint.
Camden Council (202004959)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of reports of anti-social behaviour (ASB). The landlord’s response to reports of the lift being out of order. Complaint handling.
Hammersmith and Fulham Council (202009648)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to reports of leaks from the resident’s toilet. The complaint is about the landlord’s response to the resident’s request for the installation of a new toilet.
Lambeth Council (202004383)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: decision to withdraw its offer of damages and reasonable legal costs, complaints handling.
London & Quadrant Housing Trust (L&Q) (201914859)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
This complaint is about: The landlord’s handling of the resident’s concerns following a fire in his building. The landlord’s handling of the resident’s request to move. The landlord’s handling of, and response to, the findings of the building’s 2018 Fire …
One Housing Group Limited (202006022)
Maladministration
Complaint: Managing Relations
The Complaint is about the landlord’s response to residents’ reports about: Disrepair to bedroom and conservatory windows and the subsequent mould issue. The landlord’s complaints handling.
Orbit Group Limited (202001893)
Maladministration
Complaint: Financial
The complaint is about: The landlord’s response to the resident’s claim to replace the carpets at the property, following an acknowledged delay in completing a repair to a leak in the roof. The level of compensation for the acknowledged delay …
Poplar Housing And Regeneration Community Association Limited (202008662)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The resident complains about: How the landlord handled her request for rehousing on medical grounds, including its communication and the time taken for her to be rehoused. How the landlord responded to her reports that dust from a neighbouring development …
Slough Borough Council (202007248)
Partial Maladministration
Complaint: Estate Management
The complaint is about:
Southern Housing Group Limited (202003355)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to a repair issue with the resident’s boiler.
The Riverside Group Limited (202014886)
Mediation
Complaint: Health and Safety (inc. building safety)
The complaint is about the level of compensation the landlord offered following a fire alarm repair.
Walsall Housing Group Limited (202004709)
No Maladministration
Complaint: Financial
The complaint is about:
Wandsworth Council (202006209)
Outside Jurisdiction
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s proposed decision to install a particular type of sprinkler system in sheltered accommodation in the borough.
Arun District Council (202001255)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s: Reports of leaks to his garage roof and shed downpipe. Reports of overflowing gutters, and the wrong repair to his balcony. Subsequent complaint handling.
Broadacres Housing Association Limited (202002804)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (‘ASB’) by her neighbours. The report will also address the landlord’s handling of the complaint.
Clarion Housing Association Limited (202008803)
Reasonable Redress
Complaint: Financial
This complaint is about the landlord handling of a refund on the resident’s rent account.
Hyde Housing Association Limited (201912702)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s:
Lambeth Council (201812140)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of noise nuisance from his upstairs neighbour.
Leicester City Council (202012354)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s: reports of multiple repair issues at her property, including: skirting boards; bedroom door; bedroom ceiling; asbestos; mould; external guttering; kitchen electrical wiring; kitchen cupboards; bathroom window handle; request for information …
London Borough of Hackney (202000798)
Maladministration
Complaint: Local Authority / ALMO or TMO
The resident complains about how the landlord handled reports of problems with the heating and hot water in the property and the level of compensation offered for the distress and inconvenience caused.
Nottingham City Homes (201916141)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord's handling of repairs to the resident's property, the resident's requests for compensation and the landlord's handling of the complaint.
Optivo (201903550)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s response to the resident’s concerns about its handling of repairs to the resident’s property relating to the roof, the boiler, and the bathroom plumbing. The report will also address the landlord’s complaint handling.
Portal Housing Association Limited (202004183)
Partial Maladministration
Complaint: Estate Management
The complaint is about: The level of service charge for the grounds maintenance contract. The landlord’s response to the resident’s concerns regarding the standard of service provided under the grounds maintenance contract. The landlord’s complaint handing.
Prospect Housing Limited (201811550)
Partial Maladministration
Complaint: Financial
The resident complains about: The level of compensation offered by the licensor in relation to a burglary at the property in 2017. How the licensor handled reports about the adequacy of the heating in the property.
Slough Borough Council (202002564)
No Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord response to: The resident’s request for compensation for damage to his carpet following a leak from a radiator in his hallway. The resident’s complaint that he was unable to return to his property for …
Southwark Council (201912677)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s reports of a faulty window. The landlord’s response to the resident’s reports of water penetration to the property. The landlord’s handling of the complaint.
Stonewater Limited (202003545)
Outside Jurisdiction
Complaint: ASB/Abuse/Nuisance
This complaint is about the resident’s former landlord’s handling her reports of Anti-social Behaviour (ASB) by her neighbour (Ms Y) prior to her tenancy being transferred to a different social housing landlord on 13 May 2019.
The Riverside Group Limited (201911171)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s decision not to compensate the resident for works he said he carried out to the kitchen, at his own expense, due to the poor quality of workmanship of the landlord.
Wolverhampton City Council (202009782)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the quality of home repairs and renovations, staff conduct, and the outcome of the resident’s insurance claim.
Islington Council (202006439)
Maladministration
The complaint is about the landlord’s:
Jigsaw Homes North (202001174)
No Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s handling of: the resident’s reports of repairs needed to her kitchen; the resident’s reports of asbestos in the block; the resident’s reports of faulty radiators; the resident’s reports of anti-social behaviour (ASB); the resident’s …
London Borough of Hackney (202007684)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of reports of noise transference from a neighbouring property.
Waterloo Housing Group Limited (201912756)
Partial Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s: Response to the resident’s concerns that it should not have allowed the mutual exchange to go ahead due to the condition of the property. Response to the resident’s repair requests. Complaint handling. The Ombudsman’s …
Brent Council (202003531)
No Maladministration
Complaint: Old Property Condition migrated-2025
The resident complains about the landlord’s response to the concerns he raised about various repair issues at his property.
Gloucester City Homes Limited (202007410)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s reports about: handling of outstanding repairs to the heating and hot water system. level of cleaning and maintenance in the communal areas. administration of service charges and requests for information …
Lambeth Council (202011897)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the leaseholder’s reports of a leaking communal roof and the resulting internal water damage to the communal stairwell and the bedroom in the property.
Leicester City Council (202010875)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports about: Rehousing requests. Anti-social behaviour from an upstairs neighbour. Standard of the property after multiple leaks.
Moat Housing Group Limited (201816242)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s:
Wandsworth Council (202001286)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint concerns the landlord’s response to the resident’s concerns about consultation over planned maintenance and rent increases for garages.
Peabody Trust (202008926)
Reasonable Redress
Complaint: Estate Management
The complaint is about: The landlord’s response to the resident’s reports of a leaking roof and damage caused to her living room ceiling, internal walls and possessions and;
Platform Housing Group Limited (202012060)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord's response to the resident's concerns about: The condition and management of the car parking area. The suitability of his kitchen and his request for reimbursement for the cost of tools purchased to fit his …
A2Dominion Housing Group Limited (201905765)
Maladministration
Complaint: Moving/Buying/Selling Home
This complaint is about the level of compensation awarded by the landlord to the resident for the incorrect information it provided before he purchased his property.
Network Homes Limited (201816050)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s housing transfer application and his reports of overcrowding.
Birmingham City Council (202004581)
No Maladministration
The complaint is about the landlord’s response to the resident’s reports of mould at her property.
Hexagon Housing Association Limited (202004092)
Maladministration
Complaint: Old Property Condition migrated-2025
The resident complains about the landlord's response to her reports of repairs required at her property, in particular relating to:
Livv Housing Group (202001516)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s response to anti-social behaviour (ASB); The landlord response to a repair request to a communal door; and The landlord’s decision not to advise the resident about a change to its lettings policy.
Notting Hill Genesis (201813837)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about: The landlord’s response to safety concerns about a boiler. The landlord’s response to a report of a carbon monoxide leak. Complaint handling.
Optivo (202009859)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (‘ASB’) from his neighbour (‘Mr. A’).
Peabody Trust (202010415)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s dissatisfaction with: the water rate charges; and the availability of parking and the restrictions preventing her from obtaining a permit. The Ombudsman has also considered the landlord’s handling of the …
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s request for closing vents to be fitted to a double door in the living room of their property.