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
Hammersmith and Fulham Council (201904615)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns: The landlord’s handling of the resident’s reports of a leak into his property. The landlord’s decision not to investigate this complaint at stage two.
Home Group Limited (201915622)
Mediation
Complaint: Estate Management
The resident complained about how the landlord handled their:
Kingston upon Hull City Council (202005965)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to: the resident’s reports of damp and mould between 2015 and June 2019 the resident’s reports of damp and mould from June 2019.
Dudley Metropolitan Borough Council (201911389)
Maladministration
Complaint: Managing Relations
The complaint concerns: The landlord’s response to the resident’s request for bathroom and kitchen repairs. The landlord’s communication and complaint handling.
Hammersmith and Fulham Council (202005270)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s handling of repairs to the resident’s fence.
London & Quadrant Housing Trust (202000180)
Partial Maladministration
Complaint: Old Charges categories
The complaint is about: the administration of service charges the landlord’s handling of the associated formal complaint.
Notting Hill Genesis (202000349)
No Maladministration
Complaint: Old Complaints Handling categories
The complaint is about: The landlord’s response to the resident’s requests for adaptations to the property. Her reports of repairs required to the property. The landlord’s handling of her complaint.
Octavia Housing (202007247)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s response to the resident’s reports of noise disturbance from a neighbouring property; The landlord’s response to the resident’s reports of damage caused to the property by works carried out at a neighbouring property; The …
One Housing Group (202006720)
Mediation
The complaint is about:
One Housing Group Limited (202000092)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to the resident’s request for information about the cladding on the building she resides in, to enable her to complete the sale of her shared-ownership home.
Leeds City Council (202005372)
Mediation
Complaint: Repairs
The resident complained about the landlord’s response to repairs, following a number of leaks at the property.
London & Quadrant Housing Trust (202001700)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about: The accuracy of the fire safety assessment completed by the landlord in relation to the building which the resident owns a property in. The landlord’s response to Government guidance on fire safety and cladding in relation …
Sanctuary Housing Association (201914575)
Partial Maladministration
Complaint: Leaseholder
REPORT COMPLAINT 201914575 Sanctuary Housing Association 15 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
Vivid Housing Limited (202008502)
Reasonable Redress
Complaint: Old Tenants Behaviour categories
The complaint is about: The landlord’s administration of the resident’s rent account. The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of the resident’s key return at the end of the tenancy.
Catalyst Housing Limited (201910076)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s decision not to change the resident’s housing transfer band.
Brent Council (201905225)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports about: anti-social behaviour counter allegations
Brent Council (202007978)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s request for installation of CCTV.
Citizen Housing (202003591)
No Maladministration
The complaint is about the landlord: providing inaccurate information to the resident about the number of years remaining on the lease; making a decision about which potential buyer to sell the property to; charging the resident an administration charge; charging …
Co-op Homes (South) Limited (202002121)
Maladministration
Complaint: Old Tenants Behaviour categories
The complaint is regarding the landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB) by his neighbour.
LiveWest Homes Limited (202001701)
Outside Jurisdiction
Complaint: Information and data management
The complaint is about the landlord’s response to the resident’s reports about: Historic kitchen works and contractor behaviour Missed appointments Loss of hot water and gas Use of Personal Data Current kitchen condition
London & Quadrant H T (201912975)
Maladministration
The complaint is about the landlord’s response to the resident’s reports of noise nuisance and other behaviour by a neighbour.
Notting Hill Genesis (201911186)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: repairs to the resident’s windows and doors; complaints about intermittent hot water at the property; the associated formal complaint.
Southwark Council (202008684)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of reports of a backflow surge of water into the property and its response to the complaint.
The Riverside Group Limited (202006171)
No Maladministration
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance from a neighbour.
Cheshire Peaks & Plains Housing Trust (201915731)
No Maladministration
Complaint: Old Estate Management categories
REPORT COMPLAINT 201915731 Cheshire Peaks & Plains Housing Trust 13 November 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide […]
Clarion Housing Association Limited (202003544)
Partial Maladministration
Complaint: Financial
The complaint refers to: The landlord’s administration of the resident’s rent account. The resident’s concerns in relation to a repair needed to her stairs.
Home Group Limited (202000698)
No Maladministration
Complaint: Old Tenants Behaviour categories
The complaint is about the landlord’s response to the resident’s report of an unauthorised person living in the neighbouring property.
London & Quadrant Housing Trust (202001461)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to the resident’s request for information to enable her to complete the sale of her shared-ownership home, including information about the cladding on the building she resides in.
Red Kite Community Housing Limited (202006090)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns: the landlord’s decision regarding its liability and responsibility for repairs to the downstairs toilet and the conservatory the landlord’s response to the residents’ complaint about the customer service they received.
Waltham Forest Council (201915368)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns: the landlord’s response to the resident’s dissatisfaction with the refurbishment of his kitchen and bathroom. the landlord’s response to the resident’s reports of a leak coming from his washing machine.
Westminster City Council (202005342)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202005342 Westminster City Council 11 February 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 […]
Clarion Housing Association Limited (202002439)
No Maladministration
Complaint: Old Compensation categories
The complaint is about: The landlord’s response to two leaks in the property including the length of time taken by it to resolve these matters. The landlord’s response to the resident’s request for compensation for the damage to his personal …
Exeter City Council (202005117)
No Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s: consultation about, and installation of, a mobility scooter storage unit (the store). handling of the associated formal complaint.
Hyde Housing Association Limited (202001296)
Maladministration
Complaint: Old Health and Safety categories
The complaint is about how the landlord dealt with arrangements to carry out an annual gas safety inspection at the resident’s property.
Moat Housing Group Limited (202008169)
Reasonable Redress
The complaint is about the landlord’s response to the resident’s reports regarding repair works to the ‘threshold’ at his patio door and the subsequent amount of compensation it offered.
Notting Hill Genesis (202001127)
No Maladministration
Complaint: Old Property Condition categories
The complaint is about how the landlord had responded to the resident’s reports of issues with the satellite signal serving his property.
Salix Homes Limited (202007611)
Partial Maladministration
Complaint: Old Property Condition categories
The complaint is about: The resident’s concerns about the landlord’s asbestos removal works’ planning, necessity, and completion without his permission. The landlord’s response to the resident’s request to make good the damage in his toilet room following asbestos removal works.
The Riverside Group Limited (202001482)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about: the landlord’s response to the resident’s reports of leaks into his property, including the conduct of its staff and damage to the property and his appliances; and the landlord’s handling of the resident’s complaints.
Cheshire Peaks & Plains Housing Trust (202004898)
Reasonable Redress
The complaint is about the landlord’s response to a plumbing repair.
Clarion Housing Association Limited (202000084)
No Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s decision to remove the resident’s light and fan fitting to resolve issues with the property’s electrical supply.
Clarion Housing Association Limited (202002244)
No Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s: refusal to repair a dividing fence at the resident’s property; handling of the associated formal complaint.
Walsall Housing Group Limited (202006506)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s rehousing application.
Birmingham City Council (202006450)
Maladministration
The complaint is about the landlord’s:
Newlon Housing Trust (201912566)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to Government guidance on cladding in relation to the building the resident owns a property in. Response to the resident’s request to reimburse the costs which she had incurred in attempting to sell …
One Vision Housing Limited (202003683)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s decision not to allow partition of the rear garden at the property.
Sandwell Metropolitan Borough Council (202003469)
Partial Maladministration
REPORT COMPLAINT 202003469 Sandwell Metropolitan Borough Council 9 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Southwark Council (201906325)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour.
St Mungo Community Housing Association (201910473)
Maladministration
Complaint: Managing Relations
The complaint is about: the landlord failing to carry out void works prior to the resident moving into the property; the length of time it took the landlord to carry out repairs; the landlord’s communication, including complaint handling and staff …
Thirteen Housing Group Limited (202000580)
Outside Jurisdiction
Complaint: Old Charges categories
The complaint is about the landlord increasing the resident’s service charge.
Birmingham City Council (202009576)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in his bathroom and about the condition of the bath/sink.