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 5,288 of 16,227 decisions matching "property"
Islington Council (202318442)
Reasonable Redress
Complaint: Old Property Condition categories
This complaint is about how the landlord handled a leak into the resident’s property.
London Borough of Barnet (202305686)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s installation of a new kitchen in the resident’s property.
Metropolitan Thames Valley Housing (MTV) (202318063)
Partial Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of: Snagging issues at the property. Information given to the resident about the boarding of the loft. Repairs to the front and back doors.
One Housing Group Limited (202409695)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s: Reports of no heating and hot water at her property. Complaint.
Waltham Forest Council (202413799)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s reports of water ingress and leaks into her property, and associated damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
Amplius Living (202216778)
Mediation
Complaint: Old Property Condition categories
The complaint is about the landlord’s handling of repairs at the property.
Clarion Housing Association Limited (202314967)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord's handling of the resident's concerns about the condition of the property when let. The landlord's handling of the resident's reports of damage to her washing machine. The landlord’s handling of the resident’s complaint.
Heylo Housing Registered Provider Limited (202228117)
Partial Maladministration
Complaint: For profit
The complaint is about the landlord’s handling of the resident’s: Reports that construction on the estate was disturbing him and damaging his property. Reports of defects. Associated complaint.
Islington Council (202228839)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s: Handling of reports of noise transference from the property above. Complaint handling.
LiveWest Homes Limited (202412672)
Partial Maladministration
Complaint: Old Moving to a Property categories
The complaint is about the landlord’s response to: The resident’s request to be moved from the property. The resident’s reports of odour in the property, damp and mould, and the ceiling flaking.
Onward Homes Limited (202312839)
No Maladministration
Complaint: Old Complaints Handling categories
The complaint is about: The landlord’s handling of the resident’s request for a management move or a decant following his reports of a leaking soil pipe in the property. The landlord’s response to a letter from the resident’s specialist nurse …
Platform Housing Group Limited (202315194)
No Maladministration
Complaint: Financial
The complaint is about: The landlord’s handling of the repairs to the resident’s front door and the replacement of the door. The landlord’s response to the resident’s request for reimbursement of the rent and energy bills for the period he …
Platform Housing Group Limited (202414727)
Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s handling of repairs at the property.
Southwark Council (202403907)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: reimbursement payments to the resident for running costs associated with its dehumidifier. a damp and mould survey at the property. The Ombudsman will also assess the landlord’s complaint handling.
Sovereign Network Group (202315568)
Reasonable Redress
Complaint: Old Moving to a Property categories
The complaint is about the landlord’s handling of a property transfer offer.
Vivid Housing Limited (202328542)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of damp and mould repairs at the property. The Ombudsman has also looked at the landlord’s handling of the associated complaint.
Brighter Places (202406094)
Partial Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The resident’s request for a permanent decant. Arranging a quotation appointment with its contractor. The associated complaint.
Islington Council (202336503)
Partial Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s handling of: Repairs to the building which caused water ingress to the resident’s property in 2023. Repairs to the building which caused water ingress to the resident’s property in 2024.
London Borough of Barnet (202312816)
Reasonable Redress
Complaint: Old Complaints Handling categories
The complaint is about the landlords handling of repairs to plasterwork in the property. The Ombudsman has also considered the landlord’s complaints handling.
London Borough of Croydon (202338569)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of: Repairs in the resident’s property and handling of her request for a decant. Damp and mould in the resident’s property. The complaint.
Sanctuary Housing Association (202218853)
Partial Maladministration
Complaint: Information and data management
The complaint is about the landlord’s handling of reports of a leak from the above property, and the associated repairs. The Ombudsman has also considered the landlord’s: Complaint handling. Record Keeping
A2Dominion Housing Group Limited (202342967)
No Maladministration
Complaint: Moving/Buying/Selling Home
This complaint is about the landlord’s handling of: The resident's reports that scaffolding, window design and inadequate radiators caused ventilation and heating problems and contributed to mould. The resident's health and safety concerns in returning to her property from temporary …
Gateshead Metropolitan Borough Council (202315737)
Partial Maladministration
Complaint: Information and data management
The complaint is about the landlord’s handling of: The resident’s request under the Freedom of Information Act 2000. The resident’s reports of leaks, damp, and mould in the property. The landlord’s complaint handling has also been considered.
London Borough of Brent (202319729)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to reports of noise from a lift in the adjoining property. This report also considers the landlord’s complaint handling.
London Borough of Ealing (202341189)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Reports of a rodent infestation at the property. The resident’s concerns regarding staff conduct. The resident’s complaint.
London & Quadrant Housing Trust (L&Q) (202213537)
Reasonable Redress
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of resident’s report of repairs needed in the property. The Ombudsman has also considered the landlord’s complaint handling.
The Guinness Partnership Limited (202309509)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s: Report that an electrical cable was incorrectly supplying electricity from her property to a separate garage below. Associated formal complaint.
Sovereign Network Group (202300796)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord's handling of reports of a smell in the property.
Welwyn Hatfield Borough Council (202334065)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of: record keeping. damp and mould at the resident’s property. the resident’s complaint.
City of Doncaster Council (202339564)
Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of: The resident’s concerns regarding works required to the windows in the property. The associated complaint.
Incommunities Limited (202315840)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of reports of antisocial behaviour at or near the property. The Ombudsman has also taken the decision to investigate the landlord’s complaint handling.
Islington Council (202303962)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s: Concerns regarding the condition of the property on letting. Reports of damp and mould. Request for compensation for damage to her personal belongings and energy bills. The Ombudsman has also …
London Borough of Camden Council (202305961)
Outside Jurisdiction
Complaint: Estate Management
The complaint is about the landlord’s: Response to the resident’s reports of leaks, damp and mould. Handling of various estate management issues. Handling of various property related issues. Response to the resident’s recent concerns about rubbish on a roof.
Progress Housing Association Limited (including Reside Housing) (202309317)
Reasonable Redress
Complaint: Financial
The complaint is about the landlord’s handling of the resident’s reports of discrepancies on her rent account, resulting in poor communication and misinformation on moving into a new property.
Home Group Limited (202314124)
Maladministration
Complaint: Financial
The complaint made by the resident’s representative is about: The landlord’s response to his request to suspend rent payments for the property. The landlord’s response to his request for it to buy-back the property. The Ombudsman has also considered the …
Lambeth Council (202320004)
Partial Maladministration
Complaint: Information and data management
The complaint is about an unannounced visit by landlord staff to the resident’s property. The Ombudsman has also considered the landlord’s complaint handling.
Richmond Housing Partnership Limited (202301389)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of: Works to make good the resident’s property following a burst water pipe. The resident’s temporary accommodation. Arrangements to organise storage for the resident’s personal belongings. The resident’s request for reimbursement of the …
Southwark Council (202327171)
Severe Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s: Response to the resident’s reports of contaminated water at the property. Complaint handling.
Tower Hamlets Homes (202114805)
Partial Maladministration
Complaint: Financial
This complaint is about: The landlord’s intention to increase the service charge at the property. The landlord’s handling of resident’s request for compensation for no heating in his property between 18 October 2022 and 3 March 2023. The landlord’s decision …
Aster Group Limited (202227882)
Mediation
Complaint: Old Property Condition categories
The complaint is about the landlord’s handling of insulation repairs at the property.
Halton Housing (202313880)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord's handling of: repairs to the property including reports about damp and mould, ventilation, storage and insulation. the complaint.
Hammersmith and Fulham Council (202229997)
Reasonable Redress
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s reports of: A leak into the property. Window repair issues. Associated complaint.
Together Housing Association Limited (202234002)
Partial Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s: Response to the resident's request for it to rehouse her due to overcrowding and repairs. Handling of the resident's reports of rats in the property. Complaint handling.
Kirklees Metropolitan Borough Council (202306363)
No Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s: Handling of repairs to the stairs in the resident’s property. Response to reports of damaged asbestos. Response to the resident’s request for reimbursement for damaged belongings.
LiveWest Homes Limited (202310745)
Partial Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord's handling of the resident's reports of: Antisocial behaviour (ASB). Noise and vibration from the neighbouring property. Issues with the ventilation system and noisy pipes.
London Borough of Harrow (202300469)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of repairs required in the property’s bathroom and toilet. We have also investigated the landlord’s complaint handling.
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s reports of: The property’s roof and gutter being in disrepair. The garden being overgrown.
Notting Hill Genesis (NHG) (202319998)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of: The safety of the boiler and heating system in the resident’s property. The resident’s complaint.
Notting Hill Genesis (NHG) (202422923)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of: Repairs including works to remedy damp and mould, snagging issues in the bathroom, the installation of a double radiator in the bedroom, pipes under the kitchen sink and several lights in the …
Places for People Group Limited (202227269)
Outside Jurisdiction
Complaint: Old Property Condition categories
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. Repairs to the resident’s property.