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
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.
Hexagon Housing Association Limited (201912731)
No Maladministration
Complaint: Managing Relations
The complaint concerns: the landlord’s handling of the resident’s eviction. the landlord’s complaint handling. the landlord’s response to concerns raised by the resident that were not addressed as a formal complaint through the landlord’s complaints procedure.
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.
Southwark Council (202010571)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns: The landlord’s response to reports of a water leak into the resident’s property. The landlord’s refusal to provide the resident with detailed information concerning the source of the leak and what repairs it undertook to resolve the …
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.
Clarion Housing Association Limited (202005632)
Partial Maladministration
The complaint is regarding: An increase in the resident’s service charges. The landlord’s administration of the resident’s service charge account. The landlord’s handling of the resident’s requests for information regarding his service charges. The landlord’s complaint handling.
Gentoo Group Limited (202008584)
No Maladministration
Complaint: Information and data management
The complaint refers to: The landlord’s response to the resident’s reports of repairs needed to his radiators, flooring, and boiler. The resident’s concerns that the landlord has labelled him as ‘dangerous’. The resident’s concerns related to the landlord’s use of …
Islington Council (202009822)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint refers to: The landlord’s response to the resident’s concerns related to staff conduct. The landlord’s handling of the associated complaint.
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.
Brighton and Hove City Council (202004322)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The resident feels that the Council did not handle his insurance claim appropriately, causing delays in the process.
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.
Newlon Housing Trust (202009747)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s response to the resident’s request for repairs to the fitted wardrobe in the property.
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.
Octavia Housing (202006862)
Partial Maladministration
Complaint: Managing Relations
The complaint concerns the landlord’s handling of the resident’s: transfer application and property offer. reports of mould and damp at the property. request for compensation for damage to her personal items caused by the mould and damp. formal complaint regarding …
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.
Wakefield And District Housing Limited (202007963)
Outside Jurisdiction
Complaint: Financial
The complaint is about the landlord’s calculation of rent under the social rent reduction.
MHS Homes Ltd (202011237)
Maladministration
Complaint: Voluntary
The complaint concerns the landlord’s handling of the resident’s reports of damp and mould at the property.
Newlon Housing Trust (202002118)
No Maladministration
Complaint: Estate Management
The complaint concerns the level of compensation offered by the landlord, in response to the resident’s reports of an odour from nearby communal bins.
Notting Hill Genesis (202008834)
Reasonable Redress
Complaint: Financial
The complaint concerns the amount of compensation offered by the landlord following a leak to the property and in particular, the amount of compensation paid for:
South Kesteven District Councill (202006324)
Partial Maladministration
The complaint is about the landlord’s handling of a complaint made against him about anti-social behaviour (ASB). The complaint is also about the landlord’s complaint handling.
Sovereign Housing Association Limited (202003404)
Reasonable Redress
The complaints are about:
Waltham Forest Council (202008889)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns how the landlord handled the resident’s reports of antisocial behaviour (ASB) by a neighbour.
Barnet Council (202011365)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: handling of damage to the bathroom door; decision not to install/replace bedroom doors in the property.
BCP Council (201915205)
Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
Brighton Housing Trust (202000807)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports about the water installation at the property.
Bromsgrove District Housing Trust Limited (202010431)
Reasonable Redress
Complaint: Financial
The complaint is about: the landlord’s collection of rent relating to the property in March 2021; the amount of compensation offered in relation to a flooding incident in August 2020; the amount of compensation offered in relation to a second …
LiveWest Homes Limited (202002475)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s response to the resident’s request to purchase her property:
Notting Hill Genesis (202001199)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s administration of the resident’s rent account. The landlord’s provision of service charge information. The landlord’s handling of the complaint.
Octavia Housing (202005125)
Partial Maladministration
Complaint: Managing Relations
The resident complains about; a delayed repair to a window and the landlord’s subsequent offer of compensation; the landlord’s response to her concerns about bullying by a contractor, and; complaint handling.
Hammersmith and Fulham Council (202004933)
Maladministration
REPORT COMPLAINT 202004933 Hammersmith and Fulham Council 19 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 […]
Notting Hill Genesis (202009202)
No Maladministration
Complaint: Estate Management
The complaint refers to: The condition of the resident’s kitchen. The landlord’s handling of repairs to the resident’s fence.
One Housing Group Limited (202014479)
Outside Jurisdiction
Complaint: Financial
The complaint is about the increase of service charges.
Paradigm Housing Group Limited (202001369)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident's concerns about low water pressure being supplied to her property.
Southern Housing Group Limited (202010510)
Maladministration
Complaint: Information and data management
The complaint refers to the landlord’s handling of: repair works to improve the security of the property following a break-in. the resident's reports of damp and mould at the property. communication with the resident and record keeping. the associated complaint …
Town and Country Housing (201916063)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint concerns: The landlord’s handling of the resident’s decant up until August 2020. Decant issues arising after August 2020. Historic issues of damp in the property since 2014. The landlord’s handling of the resident’s report of a water leak. …