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
Catalyst Housing Limited (202111784)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s recovery of arrears on the resident’s rent account.
Impact Housing Association Limited (202106764)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s complaint about the service he received from a Customer Service Agent (CSA) during a telephone call on 2 February 2021.
Magenta Living (202114295)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s complaint about the use of cleaning solvents in communal areas.
Metropolitan Housing Trust Limited (202009265)
Maladministration
Complaint: Health and Safety (inc. building safety)
This complaint is about the landlord’s handling of the resident’s request for an EWS1 form.
Sheffield City Council (202123141)
Outside Jurisdiction
Complaint: ASB/Abuse/Nuisance
The complaint concerns the Council’s assessment of the resident’s application to be re-housed.
Abri Group Limited (202103454)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s reports of a faulty kitchen sink. Complaints handling.
Catalyst Housing Limited (202105781)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s handling of the resident’s concerns surrounding the inspection and replacement of an extractor fan and associated issues.
Community Gateway Association Limited (202015749)
No Maladministration
Complaint: Managing Relations
The resident has complained about: Complaint One: the resident’s complaint is about the landlord’s handling of rent arrears; Complaint Two: the resident’s complaint is about the landlord stating that he was abusive in a telephone call; and Complaint Three: the …
Metropolitan Thames Valley Housing (202104837)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of a leak into the block his property is situated in, causing consequential damp to his ceiling.
Metropolitan Thames Valley Housing (MTV) (202011238)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the level of compensation offered by the landlord for a missed appointment.
Paragon Asra Housing Limited (202005865)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports of damp and mould in the property. The Ombudsman has also considered the landlord’s complaint handling.
Platform Housing Group Limited (202115334)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord’s handling of repairs to the property’s hot water system. The landlord’s complaints handling.
Westminster City Council (201916034)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s: Handling of the resident’s housing transfer application. Response to the resident’s reports of anti social behaviour (ASB). Response to the resident’s enquiries concerning dog ownership. Response to the resident’s reports of draughts coming through …
A2Dominion Housing Group Limited (201913356)
Partial Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s response to the resident’s reports of a faulty bathroom design. The landlord’s response to the resident’s reports of fire doors being left open. The landlord’s response to the resident’s reports of a malfunctioning fire …
Birmingham City Council (202109631)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s reports about an external water leak. This investigation has also considered the landlord’s complaint handling.
Brent Council (202008458)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s response to: The resident’s reports of anti-social behaviour (ASB) by her neighbours. The resident's request to be rehoused.
Hackney Council (202008118)
Mediation
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of: A leak from the bathroom. A leak from the neighbour’s property.
Hackney Council (202103426)
No Maladministration
Complaint: Old Property Condition migrated-2025
The resident’s complaint is about the landlord’s response to her reports of noise transference from another property.
Home Group Limited (202004272)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to the residents’ requests to have a mobility scooter and ramp removed from the rear yard.
London & Quadrant Housing Trust (202005079)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about: The landlords handling of allegations made about the resident by its contractor; the capping of the resident’s gas supply; the subsequent boiler repairs, and; complaint handling.
Metropolitan Housing Trust Limited (202106485)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s request for a support worker.
Metropolitan Thames Valley Housing (202110558)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord's handling of the resident's reports of anti-social behaviour. The landlord's complaint handling.
Newlon Housing Trust (202007792)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s: response to the resident’s reports of overheating in the property. handling of repairs to the flooring outside the property and the associated drainage issue. administration of the service charge account. handling of the resident’s …
Nuneaton and Bedworth Borough Council (202114352)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s concerns regarding grounds maintenance.
Rochdale Boroughwide Housing Limited (202114274)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s request for repairs to her driveway.
South Holland District Council (202104237)
Partial Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 202104237 South Holland District Council 15 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 […]
Southwark Council (202103972)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint is about a pest infestation at the leaseholder’s property.
Sovereign Housing Association Limited (202011600)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of a flea infestation inside her property and in the surrounding communal areas.
Westminster City Council (202100951)
Partial Maladministration
Complaint: Moving/Buying/Selling Home
This complaint is about the landlord’s handling of: the resident’s reports of a leak from above into her bathroom; the resident’s request for a property transfer.
Birmingham City Council (202117144)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s query about window cleaning.
London & Quadrant Housing Trust (202108067)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s request to be rehoused.
London & Quadrant Housing Trust (202108941)
Partial Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 202108941 London & Quadrant Housing Trust 14 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. […]
Salix Homes Limited (202109487)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s concerns about the conduct of an operative who had attended her home to carry out a repair.
Southern Housing Group Limited (202008950)
Maladministration
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s handling of repairs to: The resident’s immersion heater. The mixer taps to the resident’s bath.
Camden Council (202106518)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord's handling of the resident's reports of an increase in energy bills following repairs to the heating system carried out by the landlord’s contractor.
Clarion Housing Association Limited (202013334)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The resident has complained about the replacement of her windows.
Clarion Housing Association Limited (202103089)
Outside Jurisdiction
Complaint: Financial
The complaint concerns damage to the resident’s possessions.
Dudley Metropolitan Borough Council (202118269)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of badgers in her garden.
ForHousing Limited (202102396)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of damp and mould, and the subsequent complaint.
Golding Homes Limited (202014847)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s handling of: repairs to the resident’s bathroom, hallway and kitchen; repairs to the resident’s boiler; the resident’s reports of damp affecting her property.
Lambeth Council (202101047)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint it about the landlord’s handling of: The resident’s anti-social behaviour (ASB) reports. The associated record keeping.
London & Quadrant Housing Trust (202111792)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s report of a leak in the property, and his subsequent compensation request.
Onward Homes Limited (202102755)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of a wide range of repairs to the resident’s home.
Southwark Council (202103844)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s report of a leak. The subsequent complaint.
The Guinness Partnership Limited (202115088)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of leaks coming from skylight windows into her home.
Clarion Housing Association Limited (202113685)
No Maladministration
Complaint: Managing Relations
The complaint concerns the landlord’s response to the resident’s reports about the dividing fence in her garden. The landlord’s complaints handling has also been investigated.
Kingston upon Thames Council (202104408)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s decision to apply the resident’s reimbursement to her rent account, rather than making a direct payment to her.
Leeds City Council (202101194)
No Maladministration
Complaint: ASB/Abuse/Nuisance
REPORT COMPLAINT 202101194 Leeds City Council 10 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 […]
LiveWest Homes Limited (202016803)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
Metropolitan Thames Valley Housing (202105708)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports of a leak at the property. The complaint is also about the landlord’s associated handling of the complaint.