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 1,975 of 16,227 decisions
Anchor Hanover Group (202007716)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of reports of silver fish at the property and its subsequent compensation offer.
Clarion Housing Association Limited (202013429)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the leaseholder’s reports of a leak affecting the property.
London & Quadrant Housing Trust (201912066)
Maladministration
Complaint: Health and Safety (inc. building safety)
The resident has complained about: the landlord’s response to reports of a gas leak from a neighbouring property and its handling of remedial works relating to the leak; the landlord’s complaint handling and the level of compensation offered.
Southwark Council (202009109)
No Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202009109 Southwark Council 29 April 2021 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 […]
Together Housing Association Limited (202006550)
No Maladministration
Complaint: Financial
The complaint concerns: The landlord’s handling of refurbishment work at the resident’s property in 2016 and his claims for damaged goods that resulted from this. Outstanding repairs to the bathroom extractor fan and living room/bedroom window opening system in the …
Clarion Housing Association Limited (202009303)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s: concerns about the designation of her property as a three-bedroom rather than a two-bedroom house. request for a rent refund in view of this. concern that she had raised this …
Clarion Housing Association Limited (202013071)
Outside Jurisdiction
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of her neighbours keeping dogs.
Hyde Housing Association Limited (201913411)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord's handling of the resident's Right to Buy (RTB) application. The landlord’s associated complaint handling.
One Housing Group Limited (202007192)
Partial Maladministration
Complaint: Estate Management
The complaint concerns: the landlord response’ to the resident’s reports of a water leak from the bathroom ceiling in the property. The effect of the ongoing issue of the water leak on the health of the resident. the landlord’s response …
Waltham Forest Council (202002130)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Implementation of reasonable adjustments. Handling of the resident's reports of antisocial behaviour (ASB). Communication with the resident. Handling of the associated complaint.
A2Dominion Housing Group Limited (201908032)
Partial Maladministration
The complaint is about: The landlord’s response to the resident’s request for rehousing. The landlord’s complaint handling.
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.
Birmingham City Council (202006376)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns: the landlord’s handling of the resident’s reports of outstanding repairs in her property. the impact the condition of the property had on the resident’s health.
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.
Gateshead Metropolitan Borough Council (201808064)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint concerns the council’s response to reports of disrepair, a bug infestation, a smell in the property and antisocial behaviour.
Gateshead Metropolitan Borough Council (201910919)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns the landlord’s handling of the resident’s reports of noise disturbances from his neighbour’s property.
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.
Hyde Housing Association Limited (202003230)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns: the landlord’s response to the resident’s reports of a water leak in her property. the landlord’s handling of historical issues to the resident’s property. the impact the condition of the property had on the resident’s health.
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 (201910740)
No Maladministration
Complaint: Estate Management
The complaint concerns: the landlord’s response to the resident’s questions concerning the communal garden. the landlord’s response to the resident’s historical concerns with the communal garden.
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.
Optivo (202002957)
No Maladministration
REPORT COMPLAINT 202002957 Optivo 27 April 2021 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 set out […]
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 …
Paragon Asra Housing Limited (202000312)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202000312 Paragon Asra Housing Limited 30 April 2021 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 […]
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:
Waltham Forest Council (202004117)
Maladministration
Complaint: Old Property Condition migrated-2025
The resident has complained that the landlord has taken too long to resolve their reports of subsidence at the building where they live, and offered insufficient compensation in its response.
Wandsworth Council (202002164)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns: The landlord’s response to the resident’s request for a partial refund of the water charges she had paid since the start of her tenancy. The landlord’s complaint handling.
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.
Metropolitan Housing Trust Limited (202010100)
Reasonable Redress
Complaint: Financial
The complaint refers to: The landlord’s administration of the resident’s rent account.
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.
Optivo (202006395)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
REPORT COMPLAINT 202006395 Optivo 22 April 2021 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 set out […]
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.