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
Metropolitan Thames Valley Housing (202115012)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to:
Slough Borough Council (202104296)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s administration of the resident’s rent account.
Birmingham City Council (202117808)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s response to the residents request that it gift them their existing property.
Magenta Living (202113308)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports about repairs to her dividing fence.
Metropolitan Thames Valley Housing (202106427)
Maladministration
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202106427 Metropolitan Housing Trust Limited 5 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 […]
Saxon Weald (202111536)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The resident is a leaseholder and owns a flat in a purpose built housing scheme. Their complaint concerns the following issues: The accuracy with which the property and scheme was presented during the sales process, and the accuracy of information …
Torus62 Limited (202119536)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about a request for compensation following a leak.
Lambeth Council (202101806)
Outside Jurisdiction
Complaint: Occupancy Rights
The complaint concerns the resident’s application to succeed their late father’s tenancy.
MHS Homes Ltd (202002691)
Maladministration
Complaint: Managing Relations
The complaint is about: the level of compensation the landlord has offered in response to the resident’s complaint about the delay in carrying out repairs to her bathroom. the landlord’s handling of the resident’s complaint.
A2Dominion Housing Group Limited (202104119)
Partial Maladministration
Complaint: Estate Management
The complaint concerns the landlord’s handling of: The resident’s reports of the poor condition of her property’s boundary wall. The associated formal complaint into this matter.
Anchor Hanover Group (202122869)
Outside Jurisdiction
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s reports of damage to their possessions following a leak.
Birmingham City Council (202103060)
Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 202103060 Birmingham City Council 1 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 […]
Clarion Housing Association Limited (201915800)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to the resident’s boiler.
Hounslow Council (202120798)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s decision to issue a Notice of Seeking Possession Order (NOSP) following its contact with the resident to arrange a gas inspection.
Hyde Housing Association Limited (202011955)
Reasonable Redress
Complaint: Information and data management
The complaint is about: The completeness of information/disclosure provided to the resident’s legal team as part of the disrepair claim. The landlord's views of the facts of the case and the subsequent level of compensation.
London & Quadrant Housing Trust (202105440)
Partial Maladministration
Complaint: Managing Relations
The complaint concerns the landlord’s handling of: The landlord’s response to the resident’s reports of no hot water or heating in the property. The associated formal complaint into the matter.
Network Homes Limited (202114444)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord responded to the resident’s concerns of low water pressure and the condition of the water supply to the property.
A2Dominion Housing Group Limited (202009687)
Maladministration
Complaint: Old Estate Management categories
The complaint is about the landlord’s response to the resident’s report about the standard of cleaning and maintenance in the communal areas, including the bin store.
Birmingham City Council (202011461)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s: Handling of the resident’s requests to replace her garden fence. Handling of the resident’s complaint.
Birmingham City Council (202110459)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint concerns rewiring works completed in January 2020.
Brent Council (202010755)
Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s request for a communal sink.
Brent Council (202105638)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s reports of cooking smells entering her property from a neighbouring property. The landlord’s complaints handling.
Bristol City Council (202110758)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of reports about the conduct of the residents in relation to work at the property from: The contractor. A surveyor.
Camden Council (201904469)
Outside Jurisdiction
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of noise disturbance.
Camden Council (202118084)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of noise disturbance from pipes.
Cannock Chase District Council (202109327)
Partial Maladministration
Complaint: Financial
The resident has complained about the landlord’s response to her reports of a dark patch on her property. The resident has also complained about the landlord’s response to her request for compensation for injuries she reported sustaining while attempting to …
Ealing Council (202005837)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports of disrepair causing maggots to appear in his bathroom. The complaint is about the landlord’s handling of the subsequent complaint.
East Riding of Yorkshire Council (202013275)
Partial Maladministration
Complaint: Financial
The complaints are about the landlord’s response to the resident’s concerns: About the process it followed when changing rent collection and calculation periods; and that it had relied on a clause that was not included in his tenancy agreement when …
Gentoo Group Limited (202112841)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to the resident’s: report that a leak under her kitchen had resulted in damage to her property and an unpleasant smell throughout her property; request to be transferred to a more suitable property.
Hackney Council (202104301)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of a fault with the boiler in the resident’s property.
Hyde Housing Association Limited (202016195)
Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s: Response to the resident’s reports of racist hate crime. Complaint handling.
Complaint: Old Health and Safety categories
The complaint is about:
Islington Council (202100013)
Partial Maladministration
Complaint: Estate Management
The resident is complaining about: The landlord’s response to his reports of scaffolding being erected outside and causing damage to his property. The related complaint handling.
Kirklees Council (202004093)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the residents reports of antisocial behaviour (ASB).
LiveWest Homes Limited (202100646)
Maladministration
Complaint: Financial
The complaint is about the landlord’s decision to recharge the resident for the repair works following the end of the tenancy.
London & Quadrant Housing Trust (201910665)
Partial Maladministration
Complaint: Managing Relations
The complaint is regarding: The landlord’s handling of a leak in the resident’s property. The resident being left without heating and hot water for a period. The level of compensation offered by the landlord. This Service has also considered the …
London & Quadrant Housing Trust (202004850)
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 resident’s concerns about repairs to various areas of his property. the associated complaint.
London & Quadrant Housing Trust (202015780)
Partial Maladministration
Complaint: Financial
REPORT COMPLAINT 202015780 London & Quadrant Housing Trust 31 March 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. […]
Metropolitan Thames Valley Housing (202015885)
Maladministration
Complaint: Occupancy Rights
The complaint concerns the landlord’s response to the resident’s request to succeed the tenancy.
Metropolitan Thames Valley Housing (202017229)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of communal heating repairs.
Midland Heart Limited (202003795)
Partial Maladministration
Complaint: Estate Management
The complaint concerns: The landlord response to the resident’s complaint about being evicted and the provision of a reference. The landlord’s response to reports regarding staff conduct. The landlord’s response to concerns raised about repairs and maintenance. The landlord’s complaint …
North Northamptonshire Council (202013832)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s application for disability adaptations to his property.
Nottingham City Council (202101446)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s decision not to compensate the resident for the cost of erecting a fence.
Notting Hill Genesis (201915134)
Reasonable Redress
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s handling of matters in relation to gas safety checks at the property.
Notting Hill Genesis (202001714)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s report of Anti-Social Behaviour (ASB) from Neighbour A The landlord’s response to the resident’s report of noise related ASB from Neighbour B The landlord’s response to the related complaint.
Notting Hill Genesis (202014057)
Maladministration
Complaint: Financial
This complaint is about the landlord’s rent arrears recovery action.
Progress Housing Association Limited (202105214)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s anti-social behaviour (“ASB”) reports. The Ombudsman has also considered the landlord’s complaint handling.
Richmond Housing Partnership Limited (202016229)
Maladministration
Complaint: Information and data management
The complaints are about the landlord’s: response to concerns that were raised about by the resident about how she had been described within her tenancy file. complaint handling. decision not to remove entries from the resident’s tenancy file.
Royal Borough of Kensington and Chelsea (202102981)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to the resident’s concerns that the communal fire doors are not fit for purpose and are causing an excessive whistling noise.
Sanctuary Housing Association (202104706)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s report of damp and mould in the property and the repair to the front door. The complaint is about the level of compensation for the resident’s damaged belongings. The complaint …