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

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Browse by Outcome

Severe Maladministration (161) Maladministration (6,396) Partial (5,201) No Maladministration (2,212) Reasonable Redress (1,419) Mediation (232) Outside Jurisdiction (581)

Common Topics (last 2 years)

association occupancy background investigation limited tenancy assured london lives borough council group about november property local authority trust secure bedroom

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)
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Showing 137 of 16,227 decisions

Croydon Council (202000081) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Response to and handling of the resident’s reports of noise nuisance Complaint handling
Case 202000081 · 9 Dec 2020
Hyde Housing Association Limited (202001615) Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s: reports of pest infestation; requests for a replacement fence; requests for tree maintenance in his rear garden; associated formal complaint.
Case 202001615 · 9 Dec 2020
Kingston upon Thames Council (201914479) No Maladministration
Complaint: Local Authority / ALMO or TMO
The resident complains about the landlord’s response to her concerns about the fire exit door at the property.
Case 201914479 · 9 Dec 2020
Lambeth Council (202003014) Maladministration
Complaint: Information and data management
The complaint is about: The landlord’s handling of the resident’s reports of an ongoing leak to the roof of the property. The landlord’s handling of the resident’s requests for information for his insurance claim.
Case 202003014 · 9 Dec 2020
London & Quadrant H T (201908371) Maladministration
Complaint: Old Property Condition migrated-2025
The tenant has complained that: The landlord took too long to investigate their reports of damp. The landlord has not completed all the repairs that resulted from the reports of damp.
Case 201908371 · 9 Dec 2020
London & Quadrant H T (202003850) Partial Maladministration
Complaint: Managing Relations
The complaint is about: Transparency of information provided by the landlord concerning the freehold of the building which the resident owns a property in The information provided by the landlord regarding cladding on the building which the resident owns a …
Case 202003850 · 9 Dec 2020
Bolton at Home Limited (202000136) Partial Maladministration
Complaint: Old Health and Safety categories
The resident has complained: That the landlord’s policy for gas safety checks does not comply with the rights of tenants. About the landlord’s response to concerns which were raised about gas safety checks taking place every 10 months. About correspondence …
Case 202000136 · 8 Dec 2020
Clarion Housing Association Limited (202002302) Reasonable Redress
Complaint: Old Complaints Handling categories
REPORT COMPLAINT 202002302 Clarion Housing Association Limited 8 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Case 202002302 · 8 Dec 2020
Hammersmith and Fulham Council (202003176) Reasonable Redress
Complaint: Managing Relations
The complaint refers to: The length of time taken for the Landlord to complete repairs to the Resident’s property. The Landlord’s complaint handling of this matter.
Case 202003176 · 8 Dec 2020
Midland Heart Limited (202002902) No Maladministration
Complaint: Estate Management
REPORT COMPLAINT 202002902 Midland Heart Limited 8 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
Case 202002902 · 8 Dec 2020
Southwark Council (201913492) Partial Maladministration
Complaint: Managing Relations
The complaints are about: landlord staff capping the gas meter at the property during a gas safety check. the landlord’s response to the above matter.
Case 201913492 · 8 Dec 2020
Stockport Homes Limited (202002678) No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to: The resident’s request for reimbursement of costs for property improvements at his previous property. The resident’s reports about external works to the property. The resident’s reports about staff conduct.
Case 202002678 · 8 Dec 2020
Thirteen Housing Group Limited (201910486) Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s application to move property; associated formal complaint.
Case 201910486 · 8 Dec 2020
Anchor Hanover Group (201913687) Reasonable Redress
Complaint: Applicant
The complaint is about the landlord’s handling of the applicant’s application for a property.
Case 201913687 · 7 Dec 2020
East Devon District Council (201912937) Maladministration
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 201912937 East Devon District Council 7 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is […]
Case 201912937 · 7 Dec 2020
Kingston upon Thames Council (202000332) No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s decision to appoint her current single point of contact (SPOC) and the poor service she has received from him. The landlord’s handling of works to the resident’s kitchen cupboard to widen a hole to …
Case 202000332 · 7 Dec 2020
Lambeth Council (202004208) Maladministration
REPORT COMPLAINT 202004208 Lambeth Council 7 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
Case 202004208 · 7 Dec 2020
London Borough of Hackney (202001866) No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to a report of vandalism of the resident’s vehicle and her subsequent request for a garage.
Case 202001866 · 7 Dec 2020
London & Quadrant Housing Trust (202000557) Maladministration
Complaint: Old Charges categories
The complaint refers to: The Resident’s concerns in relation to the level of her service charge. The Landlord’s explanation of the Resident’s service charge. The Landlord’s complaint handling of this matter.
Case 202000557 · 7 Dec 2020
Midland Heart Limited (201913078) No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of reports of a lack of hot water.
Case 201913078 · 7 Dec 2020
Places for People Homes Limited (202003224) No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s responses to the resident’s reports of: outstanding repairs to his property a raised manhole to the rear of his property rubbish that he says should have been collected from the outbuilding attached to the …
Case 202003224 · 7 Dec 2020
Housing Solutions (201817213) No Maladministration
This complaint is about the landlord’s responses to the resident’s enquiries about which party was responsible for servicing the gas boiler in the shared ownership property that she purchased.
Case 201817213 · 4 Dec 2020
Longhurst Group Limited (202000333) No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of problems with the installation of a new boiler.
Case 202000333 · 4 Dec 2020
Metropolitan Housing Trust Limited (201905797) Maladministration
Complaint: Old Tenants Behaviour categories
The complaint is about the landlord’s handling of reports of Anti-Social Behaviour (ASB).
Case 201905797 · 4 Dec 2020
Newham Council (201915965) Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s request for updates about repairs needed to the estate.
Case 201915965 · 4 Dec 2020
Notting Hill Genesis (201913098) Mediation
Complaint: Leaseholder
The complaint is about the landlord’s response to the Resident’s reports of antisocial behaviour (ASB).
Case 201913098 · 4 Dec 2020
Peabody Trust 2018 (202004754) Outside Jurisdiction
The complaint is about the landlord’s response to the Resident’s compensation request for damage to their flooring following a leak.
Case 202004754 · 4 Dec 2020
Peabody Trust (201912025) Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s: response to the resident’s reports that other residents were allowing strangers to access the building; response to the resident’s reports that other residents had left their personal property in a communal area causing a …
Case 201912025 · 4 Dec 2020
Aster Group Limited (202000764) No Maladministration
Complaint: Information and data management
REPORT COMPLAINT 202000764 Aster Group Limited 3 December 2020 Our Approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair […]
Case 202000764 · 3 Dec 2020
Birmingham City Council (202000068) Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the Council’s assessment of the residents housing needs.
Case 202000068 · 3 Dec 2020
Orbit Group Limited (201908727) Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the level of compensation offered by the landlord to the resident, following repair delays.
Case 201908727 · 3 Dec 2020
Southern Housing Group Limited (201915929) Partial Maladministration
Complaint: Old Complaints Handling categories
The resident has complained about the landlord’s handling of: Repairs to his boiler His concerns about the location of a picture frame in the communal hallway His reports about the communal lighting His reports of marks on walls in the …
Case 201915929 · 3 Dec 2020
Bromford Housing Association Limited (201914576) Maladministration
REPORT COMPLAINT 201914576 Bromford Housing Association Limited 1 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is […]
Case 201914576 · 1 Dec 2020
London & Quadrant Housing Trust (201904703) Maladministration
Complaint: Old Tenants Behaviour categories
The resident’s complaint is about the landlord’s response to her reports of anti-social behaviour (ASB).
Case 201904703 · 1 Dec 2020
Notting Hill Genesis (201809422) Mediation
REPORT COMPLAINT 201809422 Notting Hill Genesis 1 December 2020 Our approach Under our early resolution process, the Ombudsman works with the resident and landlord to explore the […]
Case 201809422 · 1 Dec 2020
North Tyneside Council (201916055) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 201916055 North Tyneside Council 27 November 2020 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 […]
Case 201916055 · 27 Nov 2020
Vivid Housing Limited (202000669) Partial Maladministration
Complaint: Estate Management
REPORT COMPLAINT 202000669 Vivid Housing Limited 4 September 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair […]
Case 202000669 · 4 Sep 2020