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 1,955 of 16,227 decisions matching "borough"
Haringey London Borough Council (202222923)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in the property, and the associated repairs. The resident’s concern that damp and mould in the property had an adverse effect on the health of …
Royal Borough Of Greenwich (202221543)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to the resident’s bathroom, including reports of damp and mould, and repairs to the bath panel, the seal round the wash basin, and the extractor fan.
Rochdale Boroughwide Housing Limited (202208779)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident's reports of anti-social behaviour (ASB).
Wigan Metropolitan Borough Council (202214184)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s reports of damp, mould outstanding repairs, and request for insulation. Its record keeping and complaint handling.
Broxtowe Borough Council (202209993)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s reports that it had blocked the resident’s access to her electricity meter. The Ombudsman has also considered the landlord’s record keeping, and; Complaint handling.
London Borough of Harrow (202205620)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to: The resident's concerns about the behaviour of a member of staff; The resident's concerns about anti-social behaviour (ASB); Incidents that had affected the resident’s representative; Concerns on behalf of other residents: Concerns …
London Borough of Hillingdon (202110990)
Partial Maladministration
Complaint: Financial
The complaint is about: the landlord’s handling of the resident’s reports of soot-like deposits falling onto his balcony; the resident’s service charge including a charge for the landlord’s on-site meal provision, despite the resident’s dietary requirements meaning he was unable …
London Borough of Barnet (202102335)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about: The landlord’s response to the resident’s reports about polystyrene ceiling tiles in her property. The landlord’s failure to provide the resident with information about the presence of asbestos in her property at the start of the …
Complaint: Health and Safety (inc. building safety)
The complaint is about: The landlord’s response to the resident’s reports of structural issues with his property. The landlord’s complaint handling.
Swindon Borough Council (202208774)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of requests for repairs to windows in the property, as well as the landlord’s response to requests for replacement of the kitchen and bathroom. The Ombudsman has decided to consider the landlord’s handling …
Slough Borough Council (202113255)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Repairs following a water leak affecting the resident’s property. Communication and the associated complaint.
Brentwood Borough Council (202223856)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s report of its contractors entering her property unannounced.
London Borough of Barnet (202202606)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: handling of repairs to the resident’s front door; response to the resident’s request to renew the bathroom; complaint’s handling.
Royal Borough of Kensington and Chelsea (202217632)
No Maladministration
Complaint: Occupancy Rights
The complaint concerns the resident’s requests for the landlord to: Remove shelving from the property and replace it with a built-in wardrobe. Amend the postcode on the tenancy agreement.
Haringey London Borough Council (202106418)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of: Water ingress, damp and outstanding repairs at the property; A rat infestation in and around the property; Anti-social behaviour (ASB).
London Borough of Croydon (202205866)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns the landlord’s handling of the resident’s reporting of anti-social behaviour (ASB). This report has also considered: The landlord’s complaints handling. The landlord’s record keeping.
Colchester Borough Council (202110444)
Maladministration
Complaint: ASB/Abuse/Nuisance
The landlord’s response to the resident’s reports of antisocial behaviour. The Ombudsman has also considered the landlord’s complaint handling.
Darlington Borough Council (202209963)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour and harassment. The landlord’s handling of repairs in readiness for, and after, letting. The landlord’s associated complaint handling.
London Borough of Redbridge (202223569)
Maladministration
Complaint: Managing Relations
The complaint concerns: The landlord’s handling of the replacement of the property’s front door. The associated formal complaint into the issue.
Royal Borough Of Greenwich (202219125)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: The resident’s reports of defective windows and doors, and the resulting cold temperature in his property. The resident’s reports of problems with his kitchen, including: the kitchen being unsuitable for his needs; …
Wokingham Borough Council (202205406)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
Gateshead Metropolitan Borough Council (202116999)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s: Reports of a leak, damage to the property and subsequent request for a decant. Related complaint.
Haringey London Borough Council (202220851)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: The resident’s management move, The associated complaint.
London Borough of Barking and Dagenham (202210257)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord's handling of the replacement of the resident's windows. The landlord's complaint handling.
Nuneaton and Bedworth Borough Council (201614786)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the residents reports of repairs required at the property. Response to the resident’s reports of damp and mould at the property. Response to the resident’s request to be rehoused. Complaint handling.
Nuneaton and Bedworth Borough Council (202121687)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s reports of repairs required at the property. Response to the resident’s request to be rehoused. Complaint handling.
Sandwell Metropolitan Borough Council (202204051)
Partial Maladministration
Complaint: Managing Relations
The resident complains about: The landlord’s response to reports of a pest infestation (sewer flies). The landlord’s handling of the resident’s request to be rehoused. The Ombudsman has also investigated the landlord’s complaint handling.
Barnsley Metropolitan Borough Council (202127147)
No Maladministration
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s decision not to renew the resident’s kitchen and bathroom.
Welwyn Hatfield Borough Council (202122294)
Maladministration
Complaint: Managing Relations
The complaint is about: the landlord’s handling the resident’s reports of leaks, damp and mould at the property; the landlord’s response to the resident’s reports of damage to her belongings and flooring because of the leak, damp, mould and associated …
Cheltenham Borough Homes Limited (202216212)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: a request for retrospective consent for building works; and the associated complaint.
London Borough of Hackney (202219315)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of a leak and resulting damage affecting her property.
Royal Borough of Kensington and Chelsea (202117265)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of the resident’s reports of a lighting fault. Complaints handling.
Broxtowe Borough Council (202219034)
Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of the resident’s: reports of damp and mould in her property; request for compensation for her personal belongings that had been damaged by the damp and mould. This Service has also considered the …
Dudley Metropolitan Borough Council (202205365)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord's handling of anti-social behaviour by a neighbour, which includes: threatening and physically abusive behaviour towards her and her family; sending handwritten notes; noise nuisance (loud music) at night; and the misuse of the communal …
Gateshead Metropolitan Borough Council (202217072)
Severe Maladministration
Complaint: Information and data management
The complaint is about the landlord’s: Handling of damp at the property. Complaint handling. The landlord’s record keeping.
Great Yarmouth Borough Council (202006889)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
REPORT COMPLAINT 202006889 Great Yarmouth Borough Council 31 July 2023 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 […]
Haringey London Borough Council (202215853)
Maladministration
Complaint: Information and data management
The complaint is about the landlord’s handling of: Repairs to the flooring following a central heating upgrade. The stairlift replacement. This Service has also considered the landlord’s: Complaint handling. Record keeping. The resident has also complained that the landlord has …
Haringey London Borough Council (202222055)
Outside Jurisdiction
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB), specifically: Smoking in communal areas. Disposal of waste. Harassment and threatening behaviour. This Service has also considered the landlord’s handling of the resident’s associated complaint.
London Borough of Brent (202213803)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB); the associated complaint.
London Borough of Hackney (202216281)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s reports of repairs to the property. The resident’s complaint.
Royal Borough of Kensington and Chelsea (202219520)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the remedial repairs in the resident’s property following a leak.
Colchester Borough Council (202122725)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s handling of the resident’s concerns about the condition of her new home. The landlord’s handling of the resident’s concerns about pests in the property.
London Borough of Croydon (202204778)
Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s response to the resident’s: report regarding noise nuisance from a neighbouring property. request to be transferred to another property. associated complaint.
London Borough of Barnet (202220499)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to a stair lift.
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s:
Woking Borough Council (202122187)
Partial Maladministration
Complaint: Estate Management
This complaint is about: How the landlord handled the resident’s permanent move. How the landlord handled estate and building management. How the landlord supported the resident during her move. How the landlord dealt with reports of staff misconduct.
London Borough of Croydon (202122556)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about: The landlord’s Noise Pollution Team’s response to the resident’s reports of noise nuisance. The landlord’s response to the resident’s reports of antisocial behaviour (ASB).
London Borough of Hounslow (202110086)
Maladministration
Complaint: Information and data management
REPORT COMPLAINT 202110086 London Borough of Hounslow 18 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
Royal Borough of Kensington and Chelsea (202205794)
Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the: Landlord’s handling of the resident’s move. Condition of the property when let to the resident. Landlord’s response to boiler breakdowns.
Royal Borough of Kensington and Chelsea (202218966)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of: Repairs and replacement of multiple windows in the resident’s property. The associated complaint