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
Hastoe Housing Association Limited (202006085)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports about: Antisocial behaviour and racism. Repairs to a garden fence.
Irwell Valley Housing Association Limited (201915656)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s reports about: handling of service charge queries customer service and staff conduct complaint handling
Leeds City Council (202007676)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The conduct of a local ward member in respect of a planning application. The allocation of the property to the resident without adaptations. The landlord’s handling of adaptations at the property. The landlord’s handling of the …
Midland Heart Limited (202002033)
Partial Maladministration
Complaint: Information and data management
The complaint concerns: The landlord’s handling of the resident’s request for his address to be amended. The landlord’s handling of the associated complaint.
Network Homes Limited (202004188)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about:
Newlon Housing Trust (202009618)
Partial Maladministration
Complaint: Managing Relations
The complaint concerns: the landlord’s handling of the resident’s reports of excessive heat and cold in the property. the landlord’s complaint handling. the landlord’s handling of the resident’s reports of mould and condensation in the property. the impact the condition …
Notting Hill Home Ownership Limited (202004800)
No Maladministration
Complaint: Financial
The complaint concerns the landlord’s handling of the resident’s outstanding arears.
Platform Housing Group Limited (202009610)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s decision not to level the garden at the resident’s property.
Somerset West and Taunton Council (201909201)
No Maladministration
The complaint was about the landlord's response to the resident's:
Sovereign Housing Association Limited (202001875)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of reports of Anti-Social Behaviour (ASB).
Greenwich Council (201909305)
Maladministration
The complaint is about the landlord’s handling of the resident’s report of a defective window. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Hounslow Council (202008895)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The resident has complained about: The landlord's handling of her reports of leaks in the bathroom and the kitchen of the property, and the level of compensation offered to her. The landlord’s complaints handling.
Nottingham City Homes (202010127)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint concerns the landlord’s handing of the resident’s rehousing application.
One Housing Group Limited (202000109)
Partial Maladministration
Complaint: Financial
The complaint is about: the increase of the service charge year-on-year; the resident’s ability to acquire an additional portioned percentage of his shared ownership property; the landlord’s response to the resident’s reports regarding the accuracy of the service charges; the …
Orbit Housing Association Limited (201914078)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about:
Tower Hamlets Community Housing (202001334)
Maladministration
Complaint: Estate Management
The complaint is about the landlord's handling of the resident’s request for an emergency repair to the communal front door lock. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Wandle Housing Association Limited (201911095)
No Maladministration
The landlord’s response to the resident’s reports of anti-social behaviour. The landlord’s complaint handling.
Clarion Housing Association Limited (202004595)
No Maladministration
Complaint: Moving/Buying/Selling Home
REPORT COMPLAINT 202004595 Clarion Housing Association Limited 14 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 […]
Futures Housing Group Limited (202004109)
Partial Maladministration
Complaint: Managing Relations
The complaint concerns: The landlord’s handling of repairs to the resident’s heating system. The landlord’s handling of the associated complaint.
Leeds City Council (202004331)
No Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s decision to close the communal areas due to the Covid-19 pandemic, particularly the communal lounge and balcony. The presence and availability of the landlord’s staff during the Covid-19 pandemic. The landlord’s response to health …
Longhurst Group Limited (201906862)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s reports of an infestation of mice at her property. The landlord’s associated complaint handling.
Metropolitan Housing Trust Limited (201915499)
Reasonable Redress
Complaint: Managing Relations
The complaint concerns: The landlord’s handling of the resident’s reports of a pest infestation in his property. The landlord’s associated complaint handling.
Notting Hill Genesis (202008951)
Reasonable Redress
Complaint: Estate Management
The complaint is about: The landlord’s response to the resident’s concerns over the change in the parking policy at the property. The landlord’s associated complaint handling.
Birmingham City Council (202005838)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s concerns about the accuracy of the landlord’s contractor’s account of a repair visit at the property.
Cornwall Council (202009312)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of reports of lead in the water supply and the effects this has had on the health of the resident’s child.
Metropolitan Housing Trust Limited (202008511)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s: request for CCTV to be installed; requests for repairs to the communal door; reports of littering around the property; associated formal complaint.
One Housing Group Limited (202014275)
Outside Jurisdiction
Complaint: Financial
The complaint is about the level of rent at the property.
Peabody Trust (202007447)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is regarding: the landlord’s handling of the resident’s request to be compensated for a damaged tyre. the landlord’s decision not to offer compensation for this damage. The resident also complained about the landlord’s handling of her reports of …
Sheffield City Council (201910086)
Maladministration
Complaint: Managing Relations
The complaint is about: the landlord’s response to the resident’s reports of leaks in her property. the landlord’s response to the resident’s concerns about major works and service charges. the landlord’s complaints handling.
Cottsway Housing Association Limited (202000991)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s response to the resident’s report of her neighbour’s shed causing damage to her garden and restricting natural light to her property. The landlord’s handling of the associated complaint.
LiveWest Homes Limited (202010159)
Maladministration
Complaint: Old Property Condition migrated-2025
The resident complained about the landlord’s handling of her request to install a wood burning stove at her property.
Magenta Living (202002947)
No Maladministration
The complaint is about: the condition of the property at the commencement of the resident’s tenancy. the landlord’s complaint handling.
Midland Heart Limited (202013436)
Mediation
Complaint: Old Property Condition migrated-2025
The landlord’s response to reports of a leak.
Welwyn Hatfield Borough Council (202007664)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s handling of the resident's application for succession of tenancy and the quality of customer service provided by the landlord. The landlord’s handling of a gas safety check. The landlord’s handling of the resident's complaint.
Ashford Borough Council (202001169)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The managing agent’s communication with the resident after he informed it in February 2018 he was no longer living at the property. The managing agent’s request to the resident concerning charges at the end of the …
Notting Hill Genesis (201915560)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s: provision of information about the defect period provided to the resident when purchasing the property. provision of information about the location of the car parking space at the property provided to the resident when …
Notting Hill Home Ownership Limited (202004931)
Partial Maladministration
Complaint: Financial
The complaint is about the following issues: The landlord’s response to reports of issues with the heating and hot water system, in particular, its handling of a water outage in January 2020. The landlord’s handling of heating and hot water …
Poplar Housing And Regeneration Community Association Limited (202011305)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The resident complains about the garden fence that the landlord provided, its subsequent decision not to replace this with the same type that had been provided to neighbours, and its communication with her when she raised these concerns.
A2Dominion Housing Options Limited (202004155)
Partial Maladministration
Complaint: Financial
This complaint is about the landlord’s handling of: the resident’s reports of fence repairs; the resident’s reports of damage to her carpet; the related complaint.
Cobalt Housing Limited (202009114)
Partial Maladministration
Complaint: Managing Relations
The complaint is regarding the landlord’s handling of: The resident’s reports of various repairs required to the property. The resident’s reports about the conduct of operatives visiting the property.
Longhurst Group Limited (202001266)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to: The resident’s request to bring forward the planned replacement of her bathroom. The resident’s reported concerns about the condition of her bathroom. Complaint handling.
Optivo (202014522)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the level of compensation offered by the landlord for its handling of repairs following a leak.
Complaint: Moving/Buying/Selling Home
The complaint is about the residents request for the landlord to remove rubbish from her garden which had been concealed behind a fence by the previous tenant.
Bromford Housing Association Limited (202001208)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s: reports of anti-social behaviour (ASB) and harassment; associated formal complaint.
Homes Plus Limited (previously ,South Staffordshire Housing Association) (202008274)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of reports of mould in the property. The complaint is also about the landlord’s handling of the complaint.
Newham Council (201907092)
Maladministration
The complaint is about: the landlord’s handling of repairs to the resident’s bathroom. the landlord’s complaints handling.
Peabody Trust 2018 (202005275)
No Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
Plus Dane Housing Limited (202007788)
Outside Jurisdiction
Complaint: Estate Management
The complaint concerns the landlord’s response to the instatement of service charges for garden maintenance.
Southwark Council (202001796)
Maladministration
Complaint: Local Authority / ALMO or TMO
The resident has complained that the landlord has allocated a service charge refund to outstanding invoices that they have repeatedly disputed.
Birmingham City Council (202010091)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: repairs to the porch roof of the resident’s property; the resident’s associated formal complaint.