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 1,685 of 16,227 decisions matching "tenancy"
A2Dominion Housing Group Limited (202122223)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Decisions to issue the resident with tenancy warnings. Handling of his associated complaints.
Ashford Borough Council (202232468)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about: The suitability of temporary accommodation offered by the landlord and its management of the resident’s homelessness application. The landlord’s handling of repairs at the property. The landlord’s management of the tenancy, including his reports of being …
Leeds City Council (202320179)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s concerns about the condition of the property at the start of the tenancy and subsequent repairs.
Clarion Housing Association Limited (202017591)
Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about how the landlord handled: The resident’s reports of noise nuisance, antisocial behaviour and tenancy breaches from her upstairs neighbour. The resident’s concerns that the path outside her house and a corridor were being used inappropriately by …
Mid Devon District Council (202207247)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s: Decision to recharge the resident for repairs upon termination of his tenancy. Response to the resident's concerns about the condition of the resident’s new property when he moved in.
Incommunities Limited (202219765)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of the resident’s concerns about: Repairs required to her home as part of a legal claim, including to resolve damp and mould and woodworm. The conduct and workmanship from its staff, contractors, and …
Orbit Group Limited (202201763)
Maladministration
Complaint: Managing Relations
The complaint concerns the condition of the property at the start of the tenancy. The Ombudsman has also considered the landlord’s complaint handling.
Bromford Housing Group Limited (202204989)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the way the landlord handled the resident’s: Reports of noise nuisance and antisocial behaviour (ASB); Reports that a neighbour was running a business from their property; Tenancy breach warning ; Complaint.
Peabody Trust (202207126)
Maladministration
Complaint: Financial
The complaint is about: The landlord’s response to the resident’s concerns about its administration of his tenancy, including his rent account. The level of service provided to the resident by the landlord’s customer service hub. The landlord’s handling of the …
Peabody Trust (202207942)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the condition of the property at the start of the tenancy.
Aster Group Limited (202230053)
Partial Maladministration
Complaint: Moving/Buying/Selling Home
The landlord’s handling of the resident’s request to assign his tenancy via a mutual exchange.
London Borough of Barnet (202215988)
Maladministration
Complaint: Occupancy Rights
The complaint is about the landlord’s handling of the ending of the resident’s tenancy.
Six Town Housing Limited (202208139)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident's request for disabled parking. The landlord's handing of the resident’s concerns about his neighbour’s CCTV. The landlord's decision to place an alert on the resident's tenancy file. The landlord’s handling …
Birmingham City Council (202111174)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s: Concerns about the security of the building following her reports of unknown persons in the communal garden. Claims of harassment following the landlord’s decision to issue a conditions of tenancy …
Islington Council (202119874)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s reports about: Outstanding repairs to the kitchen units. The replacement bath and taps. Repairs to the glass in the rear door. Missed appointments. Staff conduct, accusation of lying, and being …
Home Group Limited (202230420)
Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of recharges at the end of the resident’s tenancy. The Ombudsman has also investigated the landlord’s complaint handling.
Royal Borough of Kensington and Chelsea (202211153)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of: The resident’s request to transfer the tenancy into her name. The resident’s request to book repairs. The resident’s reports of concerns of the conduct of a member of staff. The management of …
Clarion Housing Association Limited (202125562)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s reports about the condition of the property at the start of the tenancy. The resident’s concerns about asbestos at the property. The associated formal complaint.
London & Quadrant Housing Trust (L&Q) (202200838)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s handling of: Repairs to the resident’s door and window. The condition of the boiler when the resident started her tenancy. The resident’s concerns about asbestos at the property. The associated formal complaint.
Wandle Housing Association Limited (202126023)
Partial Maladministration
Complaint: Managing Relations
The landlord’s handling of the following: the residents report of draughty windows in need of repair. Outstanding works from beginning of tenancy including gaps to back door, removal of rubbish from side of property, replacement of damaged fence panels. Repairs …
Vivid Housing Limited (202225825)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s request for succession to his mother’s tenancy. The Ombudsman has also considered the associated complaint handling.
Lambeth Council (202127127)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of repairs at the resident’s property and repairs to communal areas of the building. The resident’s reports of antisocial behaviour (ASB) and noise nuisance. The landlord’s response to disrepair in the resident’s previous …
Clarion Housing Association Limited (202126948)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident about: Front and back doors reportedly resulting in water ingress and draughts. A leaking roof Issues with an immersion and boiler and loss of hot water. Costs incurred as a …
Eastlight Community Homes Limited (202209342)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s communication with the resident about the property at the start of the tenancy, including providing inaccurate information about the size of her garden. The complaint is also about the landlord’s response to the resident’s …
Sovereign Network Homes (202222699)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The resident’s complaint is about the landlord’s: request to carry out an asbestos survey; access to the resident’s property; termination of the resident’s tenancy; handling of electrical testing appointments, including its communications and response.
Vivid Housing Limited (202215308)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s concerns about: Antisocial behaviour (ASB) in her building. The maintenance and cleanliness of her building’s communal areas. The impact of major remedial works taking place to the building’s cladding. The …
Homes Plus Limited (202215123)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The condition of the property at the start of the resident’s tenancy, and how the subsequent repairs were handled by the landlord. The landlord’s handling of the resident’s decant from the property. The level of compensation …
Notting Hill Genesis (NHG) (202128553)
Partial Maladministration
Complaint: Information and data management
The complaint is about the landlord’s response to the resident’s: Reports of a pest infestation within the property. Request to be rehoused. Reports that the landlord’s communication was poor. Request for a compensation payment of £96,814.99 Subject Access Request. Disputed …
London Borough of Hackney (202205960)
Maladministration
Complaint: Information and data management
The complaint is about: The landlord’s handling of repairs. The landlord’s response to the resident’s request for adaptations. The landlord’s response to the resident’s request for reasonable adjustments. How the landlord responded to the resident’s concerns about the Tenancy Management …
North West Leicestershire District Council (202205460)
Maladministration
Complaint: Occupancy Rights
The complaint is about the landlord’s handling of the resident’s request to succeed to her mother’s tenancy.
Jigsaw Homes Group Limited (202217419)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the: Condition of the property when it was let to the resident. Landlord’s handling of repairs including a leak, damp, and mould. Landlord's response to the resident's reports that she did not have heating and hot …
Clarion Housing Association Limited (202205488)
Partial Maladministration
Complaint: Information and data management
The complaint is about the landlord’s handling of: Repairs to the toilet and bath in the resident’s property. The tenancy renewal. Placing the resident on a risk to staff register. A subject access request (SAR) and data breach. The Ombudsman …
Hyde Housing Association Limited (202210688)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to reports of a fencing repair and the maintenance of the external decoration of the building. The landlord’s response to a request to relocate a gas meter within the property. Communication from the …
Bromford Housing Group Limited (202201378)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident about: its handling of her ASB reports. its decision to extend the introductory tenancy.
Incommunities Limited (202128086)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s concerns that: She has been overcharged rent. She has been charged grounds maintenance for services not received. Her signature was forged on her tenancy agreements.
London & Quadrant Housing Trust (L&Q) (202127252)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of the resident’s application to succeed to her mother’s tenancy. Complaint handling.
Rotherham Metropolitan Borough Council (202210367)
Partial Maladministration
Complaint: Occupancy Rights
The complaint is about: The landlord’s response to the resident’s concerns about the type of tenancy issued, lack of welcome visit, and request for rehousing. The landlord’s response to the resident’s concerns about the property condition when let. The landlord’s …
Stonewater Limited (202210100)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The condition of the property at the start of the tenancy. The landlord’s handling of the decant process. The landlord’s handling of ongoing repairs and the conduct of its staff. The landlord’s handling of the resident’s …
Peabody Trust (202206937)
Outside Jurisdiction
Complaint: ASB/Abuse/Nuisance
This complaint is about: The condition of the property when the resident started her tenancy. Problems with damp and mould. The landlord’s handling of the resident’s antisocial behaviour reports. The landlord’s handling of general repairs in the resident’s home. The …
Star Housing (202220505)
Maladministration
Complaint: Managing Relations
The complaint is about: The information provided by the landlord before the resident accepted the tenancy. The landlord’s response to the resident’s request to alter the property. The Ombudsman has also investigated the landlord's complaint handling.
Torus62 Limited (202208222)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the condition of the property at the start of the tenancy.
Hyde Housing Association Limited (202121443)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s: Application to succeed her late mother's tenancy. Repairs including leaks and mould. Reports of rubbish in and around the property. Formal complaint The Ombudsman has also considered the landlord’s knowledge …
Clarion Housing Association Limited (202204510)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s reports about the condition of the property at the start of his tenancy. The resident’s reports of repairs required to: The boiler – heating and hot water. The kitchen flooring. …
Aster Group Limited (202116121)
Partial Maladministration
Complaint: Estate Management
The resident has complained about: the landlord’s handling of reports of issues with estate waste management, including its handling of littering and fly tipping. the landlord’s handling of her reports of washed laundry on balconies and walkways. the landlord’s handling …
Homes Plus Limited (202222673)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the time taken to prepare the property at the start of the tenancy.
Metropolitan Thames Valley Housing (MTV) (202208587)
Partial Maladministration
Complaint: Estate Management
The resident’s complaint is about the landlord’s: Enforcement of its tenancy terms regarding: Dogs; Items left in communal areas; Use of the car park; Antisocial behaviour (ASB); Delivery of gardening services and its handling of the service charge dispute that …
Ongo Homes Limited (202211954)
Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the condition of the property at the start of the resident’s tenancy and how the subsequent repairs were handled by the landlord.
Metropolitan Thames Valley Housing (MTV) (202110637)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) about a neighbour, following issue of tenancy warnings. The landlord’s complaint handling.
Aster Group Limited (202116470)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB). the resident’s request for a management transfer. The residents request for an upgrade to the heating system. The resident’s request for his kitchen and bathroom …
Charnwood Borough Council (202215660)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s decision to terminate his tenancy due to concerns about antisocial behaviour (ASB) and damp and mould at the property.