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
Sanctuary Housing Association (202108331)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s handling of the boiler repair following an annual gas service. The landlord’s response to the resident’s request for reimbursement for his privately hired contractor. The landlord’s response to allegations about the gas engineer contractor …
Shepherds Bush Housing Association Limited (202118932)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s decisions regarding replacing the windows in the resident’s home.
Southwark Council (201901217)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of: Repairs and the resident’s insurance claims for costs and damages to their property and contents following a leak.
Tower Hamlets Homes (202114025)
Mediation
Complaint: Estate Management
The complaint is about the standard of the maintenance on the estate.
Walsall Housing Group Limited (202008533)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: the resident’s housing transfer. void repairs it carried out to the resident’s property. the related complaint.
Westminster City Council (202115189)
Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s reports of noise from the water supply to her property and its repairs and compensation for this.
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s report of a pest infestation in her property and request for compensation for damages and rent reduction
B3 Living Limited (202015263)
Outside Jurisdiction
Complaint: Estate Management
The complaint is about the communal cleaning.
Clarion Housing Association Limited (202102780)
Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s handling of: The resident’s concerns about the communal window cleaning service. The resident’s concerns about its lack of communal cleaning services and its administration of her service charges for these.
Hyde Housing Association Limited (202011024)
Partial Maladministration
Complaint: Financial
The leaseholder complains about: The liability to pay for services delivered by the landlord which the leaseholder does not consider reasonable, the level of service charges, and alleged ongoing and extensive errors in service charge accounts. The classification of the …
Kingston upon Hull City Council (202105495)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
REPORT COMPLAINT 202105495 Kingston upon Hull City Council 30 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. […]
Ongo Homes Limited (202108801)
No Maladministration
Complaint: Occupancy Rights
The complaint is about the landlord’s response to the resident’s request to keep a dog in the property.
Orbit Housing Association Limited (202116059)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of an ant infestation at the resident’s property. The landlord’s complaints handling.
Places for People Group Limited (202107651)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord's response to reports about its staff member’s conduct towards the resident. The landlord’s complaint handling.
South Tyneside Council (202112662)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord's handling of: The resident’s request for replacement windows at his property. The associated complaint.
The Riverside Group Limited (202106360)
Outside Jurisdiction
Complaint: Financial
The complaint is about the landlord’s response to the resident’s concerns about service charge increases.
Barking and Dagenham Council (202115176)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s request for an outward facing back door.
Birmingham City Council (202011666)
Maladministration
Complaint: Managing Relations
The complaint concerns the landlord’s actions following a flood at the property caused by a fire sprinkler system in relation to: Repairs. Staff conduct. The decant. The compensation claim. The related complaint handling.
Cheshire Peaks & Plains Housing Trust (202106617)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s:
Clarion Housing Association Limited (202014874)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord's handling of the resident's concerns regarding nuisance from her neighbour's cats. The landlord’s complaint handling.
Great Places Housing Association (202117663)
No Maladministration
Complaint: Old Property Condition migrated-2025
The resident’s complaint is that a replacement unit the landlord installed in his kitchen does not match the existing units and is of poor quality.
Haringey London Borough Council (202112349)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to a leak that occurred during works to the resident’s kitchen. The landlord’s response to the resident’s reports of damage to her belongings. The landlord’s response to the original works to the kitchen. …
Hyde Housing Association Limited (202012164)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: the resident’s reports of water ingress and damp in her bedroom and living room; the related complaint.
Leeds City Council (202101525)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports regarding the structural integrity of his property.
Metropolitan Thames Valley Housing (202119888)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about: The landlord’s handling of a gas safety inspection at the resident’s property. The landlord’s complaints handling.
One Housing Group Limited (202014714)
Maladministration
Complaint: Financial
The complaint is about the landlord’s: response to the resident’s request for information relating to the service charge accounts. communication regarding the service charge accounts, and its handling of the formal complaint.
Orbit Housing Association Limited (201909362)
Maladministration
Complaint: Managing Relations
The resident has complained about the landlord’s handling of her reports of damp and mould within her property and the subsequent damage it has caused. The Ombudsman has also considered the landlord’s complaint handling.
Peabody Trust (202102181)
Maladministration
Complaint: Health and Safety (inc. building safety)
This complaint is about the landlord’s handling of the capping of the resident’s gas meter.
Peabody Trust (202102946)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s report about an unauthorised structure. The complaint is about the landlord’s response to the resident’s report about the estate inspections. The complaint is about the landlord’s response to the resident’s …
Rochdale Boroughwide Housing Limited (202017037)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident's reports of anti-social behaviour (ASB) by a neighbour.
Southern Housing Group Limited (202006100)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: implementation of its unacceptable behaviour policy to restrict the resident’s contact; response to the resident’s requests for support; complaint handling, including; refusal to consider the resident’s disrepair claim under its complaints policy; delays to …
Southern Housing Group Limited (202011687)
Partial Maladministration
Complaint: Estate Management
The complaint concerns the landlord’s: handling of repairs to resident’s bathroom, roof and front door. response to concerns he raised about rubbish in the communal areas and the car park. response to resident’s request to be transferred. handling of the …
Southwark Council (202109861)
Maladministration
Complaint: Managing Relations
This complaint is about: The landlord’s decision not to carry out previously agreed repairs to paintwork in the block’s communal areas on cost grounds; The landlord’s complaint handling.
Southwark Council (202111092)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
This complaint is about the level of redress the landlord awarded in respect of multiple delays and failures while handling plumbing repairs at the property, and the resident’s subsequent complaint.
Wealden District Council (202016254)
Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s response to the resident’s request about gutter cleaning at his property. The complaint handling.
Wealden District Council (202108306)
Outside Jurisdiction
Complaint: Financial
The complaint is about the landlord’s response to the resident’s reports of differences in the level of service charges between residents and leaseholders.
Clarion Housing Association Limited (202112683)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of a leak from the roof of the property.
Clarion Housing Association Limited (202116441)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s report of a leak and the level of compensation offered. The landlord’s handling of the associated complaint.
Hammersmith and Fulham Council (202114715)
Maladministration
Complaint: Managing Relations
The complaint is about the response to the resident’s reports of blockages to her sinks and bath. The Ombudsman has also considered the landlord’s complaints handling.
Harrow Council (202007622)
Maladministration
Complaint: Health and Safety (inc. building safety)
The resident complains about the landlord’s handling of: Concerns about safety issues at the property due to subsidence; rehousing, and; the formal complaints.
Hastoe Housing Association Limited (202015774)
Partial Maladministration
Complaint: Information and data management
The complaint is about:
London & Quadrant Housing Trust (202017301)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s concerns about: The level of service charges; and Charges for services she alleges she was not receiving.
London & Quadrant Housing Trust (202103887)
No Maladministration
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202103887 London & Quadrant Housing Trust 28 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. […]
North Tyneside Council (202000830)
No Maladministration
Complaint: ASB/Abuse/Nuisance
REPORT COMPLAINT 202000830 North Tyneside Council 28 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. This is […]
Saxon Weald (202120043)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The complaint concerns the landlord’s application of an age limit to parties wishing to purchase the resident’s property, and whether this is applied fairly to all residents of the housing scheme.
Swindon Borough Council (202119090)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the level of compensation offered by the landlord in response to the resident’s complaint about the length of time it took to carry out adaptations at her property.
Waltham Forest Council (202111705)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s noise reports.
Westminster City Council (202009730)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the condition of the property.
Westminster City Council (202103767)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord's handling of the resident’s: reports of damage caused by its contractors. reports of inadequate heating and hot water in the property. associated complaint.
Cornwall Housing Limited (202106464)
Partial Maladministration
Complaint: Managing Relations
The resident’s complaint is about the landlord's handling of repairs to the roof and guttering of his property. The landlord’s complaint handling has also been considered.