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
Clarion Housing Association Limited (201908255)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s: reports of anti-social behaviour (ASB); associated formal complaint.
Clarion Housing Association Limited (202002914)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s handling of the resident’s: concerns about the removal of a walkway gate; associated formal complaint.
Clarion Housing Association Limited (202005579)
Outside Jurisdiction
Complaint: Financial
REPORT COMPLAINT 202005579 Clarion Housing Association Limited 6 April 2021 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman Scheme. The Ombudsman must determine […]
Croydon Council (202001124)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the condition of the property when the resident moved in and the landlord’s subsequent failure to carry out required repairs.
Harlow District Council (202003552)
No Maladministration
Complaint: Financial
The complaint is about the cost of removing and reinstalling a satellite dish from the outside of the property, which was required as part of major works.
Home Group Limited (202010713)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the level of compensation offered by the landlord in respect of delays in ensuring a gas supply to the resident’s property.
Islington Council (202010772)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint concerns the council’s handling of an application for a parking space
Accent Housing Limited (202010148)
No Maladministration
Complaint: Estate Management
The complaint is about: The provision of services by the landlord during the Covid-19 pandemic, specifically the scheme manager service and access to communal areas; The landlord’s response to the resident’s request for a service charge refund in relation to …
Barking and Dagenham Council (202001600)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The resident is unhappy with the landlord’s division of service charges in relation to major works.
Islington Council (202002434)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of scratches to her windows following cyclical works at the property.
London & Quadrant Housing Trust (201914231)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The resident’s complaints are about:
Notting Hill Home Ownership Limited (202001071)
No Maladministration
Complaint: Health and Safety (inc. building safety)
This complaint is about:
Optivo (202008137)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of leaks into her property and into the building and communal areas.
Southwark Council (202003065)
No Maladministration
Complaint: Financial
The complaint refers to the landlord’s handling of: The outstanding major works to the resident’s kitchen. The replacement of the resident’s carpets following a water leak. The resident’s concerns related to the condition of the property. The resident’s request for …
Aster Group Limited (202010147)
No Maladministration
Complaint: Old Estate Management categories
The complaint concerns the landlord’s handling of the resident’s report of a pest problem in her property.
Barnet Council (202011309)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s handling of the following issues: the resident’s application for rehousing on medical grounds; the resident’s reports of anti-social behaviour (ASB) by her neighbour. The report will also address the landlord’s handling of the complaint.
Believe Housing Limited (202009933)
Partial Maladministration
Complaint: Applicant
The complaint refers to: The landlord’s handling of repairs at the property during the void period. The landlord’s handling of issues at the property once the tenancy had commenced. The landlord’s communication with the resident regarding her energy supply. The …
Camden Council (202009166)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of noise nuisance.
Clarion Housing Association Limited (202004507)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s request for reimbursement of the cost of replacing a lock to his front door. response to repairs required to a communal fire door. handling of the associated complaint.
Croydon Council (202011660)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to: The resident’s request for it to repair her garden paving slabs. The resident’s report of her sound insulation being inadequate.
Ealing Council (202006527)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s handling of the resident’s reports of a water leak into his property.
East Riding of Yorkshire Council (201904145)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The Complaint is about the landlord’s response to residents’ reports about: The drainage at the property and standing water in the garden. Works to the kitchen floor and doors and the fitting of radiators at the property. The contractor attending …
GreenSquareAccord Limited (202013559)
Mediation
Complaint: Health and Safety (inc. building safety)
The level of compensation offered to the resident in relation to the landlord’s handling of a heating repair and a leak at their property.
Hackney Council (202003776)
Outside Jurisdiction
This complaint is about the landlord’s handling of the resident’s requests to: keep a pet at the property in 2016, and to rent a garage in 2018.
Hackney Council (202006581)
No Maladministration
REPORT COMPLAINT 202006581 Hackney Council 31 March 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 is set […]
Haringey Council (202004508)
No Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about: The landlord’s response to the resident’s complaint about noise from taps and creaking floorboards in her neighbours flat prior to June 2016. The landlord’s response to the resident’s reports in September 2020 of issues arising with …
Home Group Limited (201914309)
Partial Maladministration
Complaint: Managing Relations
The complaint concerns: The landlord’s handling of the resident’s request for re-housing from the local authority. The landlord’s handling of multiple repairs to the resident’s property in 2016 to 2018. The landlord’s handling of multiple repairs to the resident’s property …
Home Group Limited (202008927)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s: handling of the resident’s report that its operatives attended the property without prior notice; handling of the resident’s report that its operatives attended without appropriate personal protective equipment (PPE) and did not maintain social …
Kingston upon Thames Council (201903721)
Maladministration
Complaint: Local Authority / ALMO or TMO
The resident has complained about the landlord’s handling of their reports of anti-social behaviour.
Kingston upon Thames Council (201915804)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: the landlord’s response to the resident’s report about the communal front door, this was raised in February/March 2020. the landlord’s delay in logging the complaint. the way the landlord handled the second complaint about the communal …
Lambeth Council (201902272)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: response to the resident’s reports that her property was not suitable for her needs when initially allocated to her; response to the resident’s request to be rehoused through the local authority’s choice based letting …
Lambeth Council (201911089)
Partial Maladministration
Complaint: Managing Relations
The Complaint is about the landlord’s response to resident’s reports about: The administration of the service charge at the property. The issuing of arrears letters and invoices by the landlord. The landlord’s complaint handling. The cost and level of service …
LiveWest Homes Limited (202010096)
Partial Maladministration
Complaint: Old Charges categories
The Complaint is about the landlord’s response to resident’s reports about: The administration of the rent account at the property. The landlord's handling of the resident’s requests to staircase the property. The landlord’s complaint handling. The amount of overcharged rent …
Midland Heart Limited (201916194)
Partial Maladministration
The resident’s complaint is about the landlord’s response to her reports of ASB as well as the reports of ASB made against her. This Service will also investigate the landlord’s complaints handling.
Newlon Housing Trust (202012759)
Reasonable Redress
Complaint: Old Property Condition categories
The complaint is about the landlord’s handling of the resident’s reports of a leak in her property, and the subsequent damp, mould, and damage to her personal belongings.
Paragon Asra Housing Limited (202008426)
Maladministration
Complaint: Old Tenants Behaviour categories
The complaint concerns the landlord’s handling of the resident’s reports of antisocial behaviour, and her request to move properties.
Peabody Trust (202002384)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The resident complains about the landlord’s handling of the reported electromagnetic field (EMF) disturbance in her flat. This Service will also consider the landlord’s complaints handling.
Sovereign Housing Association Limited (202005006)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of an anti-social behaviour report made against the resident.
Tower Hamlets Homes (202000153)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202000153 Tower Hamlets Homes 31 March 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 is […]
Women’s Pioneer Housing Limited (202003638)
No Maladministration
The complaint is about: The landlord’s handling of the resident's reports of a cockroach infestation in her block; and The reasonableness of the landlord’s proposal to increase the resident’s service charge. The Ombudsman has also considered the landlord’s handling of …
Aspire Housing Limited (202008253)
No Maladministration
Complaint: Old Tenants Behaviour categories
The complaint is about: The landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB) in and around her building. The landlord’s response to the resident’s concerns about the communal doors, car park gate and the building’s ventilation system.
Canterbury City Council (201812829)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about: The landlord’s handling of the resident’s reports of sound transference from the flat above. The landlord’s complaint handling.
Clarion Housing Association Limited (201910091)
Reasonable Redress
Complaint: Health and Safety (inc. building safety)
REPORT COMPLAINT 201910091 Clarion Housing Association Limited 30 March 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 […]
Hammersmith and Fulham Council (202005977)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The resident complains about: How the landlord handled repairs reported at the property and the level of compensation offered for delays in completing repairs between April 2019 and November 2020. How the landlord handled repairs reported at the property from …
Harrow Council (202001658)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of repairs to the resident’s kitchen.
Homes Plus Limited (previously ,South Staffordshire Housing Association) (202008721)
Reasonable Redress
Complaint: Applicant
This complaint is about: The resident’s concern that the property she bought from the landlord under the Voluntary Right to Buy (VRTB) scheme was mis-sold to her. Problems the resident experienced at the time of her VRTB application and viewing …
Leeds City Council (202009385)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns the landlord’s handling of repairs required to fix a leak in the resident’s property.
Notting Hill Genesis (202010053)
Reasonable Redress
Complaint: Old Charges categories
The complaint refers to: The landlord’s handling of a heating test carried out at the resident’s property and level of compensation offered in respect of this. The resident’s concerns related to his service charge.
Ocean Housing Limited (202001833)
Reasonable Redress
Complaint: Old Home Ownership Issues (not new build) categories
The complaint is about: the landlord’s handling of and response to the resident’s 2019 Right to Buy (RTB) application. Information provided by the landlord about the property in 2017 at the time of the resident’s first RTB application.
One Housing Group (202012573)
Partial Maladministration
Complaint: Estate Management
The complaint is about: the landlord’s decision not to remove a tree. The delay in the landlord’s response to the complaint.