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 1,959 of 16,227 decisions
Gateshead Metropolitan Borough Council (202004688)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The resident complaint is about the landlord’s handling of reports of anti social behaviour (“ASB”) by a neighbour and its approach to his use of CCTV.
London & Quadrant Housing Trust (202113369)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of repairs to the heating and hot water system. Complaints handling.
Network Homes Limited (202103084)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s handling of the resident’s reports of damp at her property. The landlord’s handling of repairs required to the drainage system.
Peabody Trust (202013965)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the complainant’s request to make alterations to his property and an external wall to the building in order to install an air conditioning unit.
The Guinness Partnership Limited (202116578)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
Epping Forest District Council (202014140)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is regarding: The landlord’s response to the resident’s report of a leak in her property. The landlord’s handling of the resident’s reports of damp and mould in the property. This Service has also made a separate finding regarding …
Metropolitan Thames Valley Housing (202009910)
Maladministration
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202009910 Metropolitan Housing Trust Limited 25 April 2022 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 […]
Nottingham City Council (202123418)
Reasonable Redress
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s decision to withhold a “responsible tenant reward” from the resident.
Thames Valley Housing Association Limited (201912488)
No Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about: The resident’s liability to pay for some of her service charges. A legal charge against the resident’s property. The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbours. The landlord’s response to …
The Guinness Partnership Limited (202015412)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about: The process which led to the creation of the communal garden in 2015; The landlord’s response to the resident’s reports of anti-social behaviour (ASB) linked to the communal garden; The landlord’s complaint handling.
Westminster City Council (202106105)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of water ingress at his property.
Bolton at Home Limited (202008152)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The allocation of a neighbouring flat in 2017. The landlord’s handling of the resident’s reports of anti-social behaviour from his neighbour. The related complaint handling.
Hammersmith and Fulham Council (202100502)
Maladministration
Complaint: Information and data management
The resident complains about the landlord’s handling of: a number of repairs in her property, and; her formal complaints. The Ombudsman has also considered the landlord’s record keeping.
London Borough of Croydon (202010302)
Partial Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord's response to: Outstanding repairs. Time taken to be decanted. Overcrowding in the property. The impact on the resident’s health and wellbeing. Damaged belongings.
London Borough of Croydon (202017495)
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 outstanding bathroom repairs. The landlord’s handling of the resident’s request to be moved following an assault experienced. The landlord’s …
Metropolitan Thames Valley Housing (202103667)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord handled the resident’s reports of remedial works to her kitchen following a water leak from the property above.
One Housing Group Limited (202116962)
No Maladministration
Complaint: Managing Relations
The complaint concerns the landlord’s response to: The resident’s reports of a water leak from the property above. The associated formal complaint.
One Housing Group Limited (202116988)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s reports of a sewage backflow and drainage issues at the property. The associated complaint.
Peabody Trust (202108708)
Outside Jurisdiction
Complaint: Estate Management
The complaint is about the landlord’s request to the complainant to remove the concrete he laid in the communal garden.
Peabody Trust (202108866)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is regarding the landlord’s response to the resident’s reports of excessive heat in the property due to a faulty radiator.
Sanctuary Housing Association (201805588)
No Maladministration
Complaint: Financial
REPORT COMPLAINT 201805588 Sanctuary Housing Association 22 April 2022 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 […]
Sandwell Metropolitan Borough Council (202110281)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to: The resident’s reports of damp and mould in her property. The associated complaint.
Southern Housing Group Limited (202106100)
Partial Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 202106100 Southern Housing Group Limited 22 April 2022 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 […]
Birmingham City Council (202012972)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling og: Roof repairs to the resident’s property. The associated formal complaint.
Islington Council (202103622)
No Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s response to the resident’s concerns about: The caretaker attending his block on 2 March and 22 July 2021. Information published in its estate newsletter of December 2020. The landlord’s complaint handling.
Newham Council (202017244)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s handling of: the resident’s report of a roof leak the resident’s request for the front entrance door and glass panel to be repaired the related complaint.
Richmond Housing Partnership Limited (202011270)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is regarding: The landlord’s handling of the resident’s anti-social behaviour reports (ASB). The landlord’s handling of the resident’s complaint.
Royal Borough of Kensington and Chelsea (202100841)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The resident’s complaint is that the landlord has not taken appropriate steps in response to her complaint of antisocial behaviour (“ASB”) by neighbouring properties and a neighbour’s use of a shed. The landlord’s complaint handling has also been considered.
Sanctuary Housing Association (202105364)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord's handling of the resident's requests for rehousing, handling of complaints of antisocial behaviour (ASB) by and about the resident and that the landlord would not allow him to keep a pet at the property.
Southern Housing Group Limited (202017178)
Maladministration
Complaint: Estate Management
This complaint is about the landlord’s handling of: the resident’s reports of a leak through her living room ceiling; concerns raised by the resident about estate services.
Southwark Council (202007668)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: A tenancy panel hearing and the resident’s concern that he had been placed on an introductory tenancy rather than a secure tenancy. The associated formal complaint.
Southwark Council (202121360)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of faulty internal doors in his property.
Westminster City Council (202106183)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of faults to a new front door installed in 2019 and two windows in the living room and bedroom.
Metropolitan Thames Valley Housing (202111953)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the level of compensation offered for repair delays to the resident’s immersion heater.
Paragon Asra Housing Limited (201911969)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: the resident’s possessions going missing following the attendance of the landlord’s furniture removalists; the landlord’s response to the resident’s reports regarding a leak into her property; the landlord’s complaint handling.
Places for People Homes Limited (202109254)
Reasonable Redress
Complaint: Financial
This complaint is about the landlord’s handling of the resident’s concerns about the performance of the estate management company.
Rochdale Boroughwide Housing Limited (202117300)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
Sedgemoor District Council (202105004)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s concerns about: disrepair issues at her property; the conduct of its surveyors; its decision to include her on its ‘Officer Safety Register’ (OSR).
Together Housing Association Limited (202101314)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of a repair to the resident’s boiler.
Birmingham City Council (202108749)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to: The resident’s concerns about his heating and hot water system. The associated complaint.
Crawley Borough Council (202113941)
Reasonable Redress
Complaint: Financial
The complaint concerns the landlord’s decision to recharge the resident for repairs following a flood in her property.
Rotherham Metropolitan Borough Council (202100671)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s request to extend or reconfigure the kitchen in her property.
Cross Keys Homes Limited (202103985)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance from a neighbour.
London & Quadrant Housing Trust (202112089)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of a burst water pipe, and the subsequent repairs.
Habinteg Housing Association Limited (202112314)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord handled the resident’s reports about the condition of the bathroom and kitchen in the property.
Leeds City Council (202110536)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns how the landlord handled the resident’s reports of noise nuisance and antisocial behaviour (ASB from a neighbour.
London & Quadrant Housing Trust (202101154)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns the level of compensation offered by the landlord following delays to fence repairs.
Network Homes Limited (202106729)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns: How the landlord responded to the resident’s request to replace a fence. Delays in replacing the windows in the property as part of a planned maintenance programme.
Southwark Council (202101685)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of a leak from the roof.
Bolsover District Council (202006688)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the: