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)
16,227 decisions
Whitefriars Housing Group Limited (201916116)
Partial Maladministration
Complaint: Old Complaints Handling categories
REPORT COMPLAINT 201916116 Whitefriars Housing Group Limited 12 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 […]
A2Dominion Housing Group Limited (201905377)
Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s handling of the resident’s: reports of damp and mould in the property; associated formal complaint;
Cheshire Peaks & Plains Housing Trust (202001629)
No Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s: concerns about the condition and suitability of her bathroom; associated formal complaints.
Kingston upon Thames Council (202000973)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of items being left in the communal area.
Poplar Housing And Regeneration Community Association Limited (201910835)
Reasonable Redress
The complaint is about the level of compensation awarded by the landlord in respect of delays in repairs and damaged personal effects.
Sanctuary Housing Association (201914372)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the level of compensation offered to the resident by the landlord, following a period of time when her shower was inoperative.
Sanctuary Housing Association (202003165)
No Maladministration
Complaint: Old Property Condition categories
The complaint is about: the landlord’s response to concerns raised by the resident about breaches of health and safety protocol whilst work was being undertaken at the property. the completion of bathroom works at the property.
Sovereign Housing Association Limited (201907579)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports about: Flooding and water ingress at the property. The cooker at the property. The electrics at the property. The permanence of her occupation at the property. Water ingress at …
Camden Council (202002857)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202002857 Camden Council 10 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 […]
Gateway Housing Association Limited (202000681)
Partial Maladministration
Complaint: Old Charges categories
The resident complains about: the landlord's administration of the service charge for communal lighting, and; its response to her requests for information about the electricity meters.
Hackney Council (202007522)
Outside Jurisdiction
Complaint: Leaseholder
The complaint is about the landlord's completion of major works in 2014 and subsequent recharging in 2020.
Livv Housing Group (202010618)
Reasonable Redress
Complaint: Old Property Condition categories
REPORT COMPLAINT 202010618 Knowsley Housing Trust 10 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 […]
Metropolitan Housing Trust Limited (202004074)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s reports about anti-social behaviour (ASB) noise nuisance caused by her neighbour; and complaints handling.
Rochdale Boroughwide Housing Limited (202002793)
Partial Maladministration
Complaint: Old Property Condition categories
The resident has complained about the landlord’s handling of: repairs to the electrical installations. damp in the kitchen. the installation of a Positive Input Ventilation (PIV) unit and the cost associated with running the same.
Aster Group Limited (202005514)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about how the landlord handled repairs to the resident’s path and subsequent flooding.
Clarion Housing Association Limited (202008288)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of: the allocation of the resident’s parking space. the resident’s reports of antisocial behaviour (“ASB”) by her neighbours. the resident’s concerns regarding the conduct of the landlord’s staff.
Cornwall Housing Limited (202001647)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: the landlord’s handling of a repair to the resident’s ceiling. the landlord’s administration of the resident’s rent account. the landlord’s response to the resident’s report of the property being unsuitable for her. the landlord’s handling of …
Haringey Council (202005882)
Maladministration
Complaint: Case Review
The complaint concerns the landlord’s administration of the resident’s rent account.
Hastoe Housing Association Limited (202007770)
No Maladministration
Complaint: Managing Relations
The complaint is about:
LiveWest Homes Limited (202011688)
No Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s decision to re-charge the resident for the cost of a door due to the installation of a cat flap.
Southwark Council (202003266)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s handling of repairs to the resident’s heating system.
Thurrock Council (202000809)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s: Reports of the conduct of a member of staff. Request to keep a pet. Report of outstanding repairs.
Doncaster Metropolitan Borough Council (202003681)
Partial Maladministration
The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour. handling of antisocial behaviour reports against the resident. complaint handling.
Harrogate Borough Council (202004558)
Partial Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s response to the resident’s reports of noise nuisance coming from the floorboards of the property above his own. The landlord’s response to the resident’s reports that unauthorised vehicles were parked in the car park …
Havering Council (202007890)
Mediation
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of repairs. The resident explained that the outstanding issues are their dissatisfaction with the amount of compensation offered by the landlord and their dissatisfaction with the repairs appointment system.
Islington Council (202010188)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint concerns: The landlord’s handling of the resident’s reports of disability discrimination towards her household. The landlord’s handling of repairs to the resident’s toilet seat.
London & Quadrant Housing Trust (202001649)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s mutual exchange.
Longhurst Group Limited (202002014)
Mediation
Complaint: Old Occupancy Rights categories
The complaint concerns the landlord’s handling of the resident’s belongings following her eviction from her home.
Metropolitan Housing Trust Limited (201817108)
Maladministration
The complaint is about the landlord’s complaint handling, specifically, its offer of compensation in recognition of its delay in attending the property following the report of a potential gas and carbon monoxide leak, and its communication.
The complaint is about the amount of compensation offered by the landlord. The resident explained that the outstanding issue is that the amount of compensation offered does not fully compensate for historical high electricity costs they incurred.
Metropolitan Housing Trust Limited (202006931)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s: Response to the resident’s report about a fault with the boiler. Complaint handling.
Midland Heart Limited (201916075)
Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s handling of the resident’s concerns about brick dust left at the property following work to the fire alarm in the communal area.
Orbit Group Limited (202009846)
Reasonable Redress
Complaint: Information and data management
The complaint is about the landlord’s decision to remove CCTV at the property.
Peabody Trust (202002510)
Outside Jurisdiction
Complaint: Old Complaints Handling categories
The complaint is about the terms of a new tenancy agreement offered by the landlord.
Sanctuary Housing Association (202008731)
Reasonable Redress
The complaint is about the landlord’s maintenance of the boiler.
South Tyneside Homes (202005951)
Reasonable Redress
Complaint: Financial
The complaint is about: The landlord’s administration of the resident’s rent account. The resident’s concern in relation to receiving invoices from the local authority’s Housing Benefit service. The landlord’s handling of the associated complaint.
Brent Council (202003203)
Reasonable Redress
Complaint: Estate Management
The complaint is about: The landlord’s response to the reports of a repair needed to the intercom system. The landlord’s response to a repair reported about the side gate lock. The landlord’s response to the resident’s concerns about the cleaning …
Bromford Housing Group Limited (202000734)
Outside Jurisdiction
Complaint: Old Compensation categories
The complaint is about the placement of the landlord’s skip which the resident reports damaged their car.
Four Housing Group Limited (202008720)
Outside Jurisdiction
Complaint: Old Property Condition categories
The complaint concerns the landlord’s response to the resident’s reports that damage was caused to their possessions during repairs to their garage. Determination (jurisdictional decision) When a complaint is brought to the Ombudsman, we must consider all the circumstances of …
London & Quadrant H T (201906982)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord's handling of repairs at the resident's property.
Moat Homes Limited (202009700)
Outside Jurisdiction
Complaint: Old Home Ownership Issues (not new build) categories
The complaint is about the landlord’s response to concerns the resident raised about a sales clause in their lease.
Sanctuary Housing Association (201914691)
Reasonable Redress
This complaint is about the landlord’s handling of the resident’s reports of a pest infestation.
The Guinness Partnership Limited (202003383)
Maladministration
This complaint is about the landlord’s handling of the resident’s concerns about the condition of his windows.
Camden Council (202000212)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The resident alleges that damage was caused to his belongings during replacement flooring works organised by the council.
Hackney Housing Co-operative Limited (201816318)
Outside Jurisdiction
Complaint: Old Tenants Behaviour categories
The complaint concerns the resident’s reports of social nuisance and antisocial behaviour and the handling of those reports by their landlord. The complaint concerns the landlord’s handling of repairs and damp issues in the property.
Metropolitan Housing Trust Limited (202005064)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s: response to the resident’s reports of no heating in her property, response to the resident’s report of damp and mould in the bathroom of the property, handling of the associated complaint.
Midland Heart Limited (202007704)
Reasonable Redress
The complaint refers to: The landlord’s administration of the resident’s rent account.
Sanctuary Housing Association (202003179)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s:
Thirteen Housing Group Limited (201915406)
No Maladministration
Complaint: Old Estate Management categories
The complaint is about the landlord’s response to reports of pest infestation.
Birmingham City Council (201915233)
Maladministration
Complaint: Local Authority / ALMO or TMO
The resident complains about the landlord’s handling of repairs required to the gas fire following on from a gas safety check, and the landlord’s handling of the subsequent formal complaint.