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
Chorus Homes Group Limited (202004390)
No Maladministration
Complaint: Information and data management
The complaint refers to: The Landlord’s handling of a repair to the drain of the Resident’s property. The Landlord’s communication with the Resident. The Landlord’s response to the Resident’s concerns about the storage and removal of his personal data. The …
Haringey Council (202005594)
Outside Jurisdiction
The complaint concerns the level of compensation offered by the landlord, in response to her request for compensation for the impact of ASB on her health, wellbeing, and life.
LiveWest Homes Limited (202004865)
Outside Jurisdiction
REPORT COMPLAINT 202004865 LiveWest Homes Limited 5 February 2021 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman […]
Metropolitan Housing Trust Limited (202000692)
Reasonable Redress
Complaint: Old Home Ownership Issues (not new build) categories
The landlord’s response to the resident’s request for maintenance and cyclical works at the property.
Peabody Trust 2018 (202002309)
Reasonable Redress
Complaint: Old Tenants Behaviour categories
REPORT COMPLAINT 202002309 Peabody Trust 2018 5 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 Cambridge Housing Society Limited (202004227)
No Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) from a neighbour. The landlord’s response to the resident’s reports about the conduct of its staff.
The Riverside Group Limited (201915347)
Partial Maladministration
Complaint: Old Complaints Handling categories
The resident has complained about the landlord’s response to his reports of issues with the general cleanliness of the bin store and communal hallway, a broken communal door, maintenance of the car park and noise nuisance from the property above. …
Vivid Housing Limited (202005614)
No Maladministration
REPORT COMPLAINT 202005614 Vivid Housing Limited 5 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 […]
Wolverhampton City Council (201912244)
Partial Maladministration
The complaint concerns: The landlord’s handling of the resident’s request for reimbursement of the costs incurred from the use of temporary electrical heaters. The landlord’s response to the resident’s reports of water damage to her tumble dryer.
Camden Council (201913372)
No Maladministration
Complaint: Managing Relations
The complaint is regarding the landlord’s response to the resident’s formal complaint about the conduct of a staff member . The resident also complains about the landlord’s decision not to escalate the complaint.
Kingston upon Thames Council (202003379)
Outside Jurisdiction
Complaint: Managing Relations
The resident complains that the landlord failed to handle her complaints in accordance with its complaints procedure in that:
London & Quadrant Housing Trust (202001175)
Maladministration
Complaint: Old Complaints Handling categories
The complaint concerns: The landlord’s decision to replace a double-glazed bedroom window, that it had installed at the resident’s property, with a single-glazed window following planning permission issues with the local authority. The landlord’s communication and complaint handling.
London & Quadrant H T (201908355)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports regarding a rodent infestation at her property and the amount of compensation it subsequently offered.
Metropolitan Housing Trust Limited (202004538)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s: reports of a rotten patio door and damp and mould; associated formal complaint.
Newlon Housing Trust (202001604)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s decision not to reimburse the resident for water costs she says she incurred as a result of its delaying in repairing the toilet water flush mechanism and then later paying compensation into her rent …
Tower Hamlets Homes (202005444)
No Maladministration
Complaint: Estate Management
The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s decision not to install an intercom door entry system at the resident’s property. The resident’s application to move from her property.
Eastlight Community Homes (201909770)
No Maladministration
The complaint is about the landlord’s response to the residents’ request for compensation.
Islington Council (201915993)
No Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 201915993 Islington Council 3 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 […]
Kingston upon Thames Council (202002004)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s: response to the resident’s reports of antisocial behaviour and noise nuisance, and complaint handling.
Leeds City Council (201811573)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The resident complains about:
Magenta Living (202000689)
No Maladministration
Complaint: Old Tenants Behaviour categories
REPORT COMPLAINT 202000689 Magenta Living 3 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 set […]
Notting Hill Genesis (202002298)
No Maladministration
Complaint: Information and data management
The complaint is about: The landlord’s handling of credits and compensation payments due to the resident following a substantial leak at the property in July 2018 and its overall administration of her rent account; and The landlord’s handling of the …
Yarlington Housing Group (202006045)
Reasonable Redress
The complaint concerns the landlord’s handling of the resident’s request to repair the back fence and gate in his property.
bpha Limited (202002074)
No Maladministration
Complaint: Old Tenants Behaviour categories
The complaint is about the landlord’s response of reports of smells coming into the property from a neighbouring property.
London & Quadrant Housing Trust (202001937)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s:
Magenta Living (202003279)
No Maladministration
The complaint is about the landlord’s decision to allow contractors to carry out works at an empty property in the block and letting of a property during the Covid-19 pandemic. The complaint is also about the landlord’s complaints handling.
Gloucester City Homes Limited (201916109)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The resident has complained that: The landlord failed to respond to their initial reports of a fly infestation The landlord took too long to respond to a leak and the resulting remedial works The landlord took too long to remove …
Wakefield And District Housing Limited (202000248)
No Maladministration
Complaint: ASB/Abuse/Nuisance
REPORT COMPLAINT 202000248 Wakefield And District Housing Limited 31 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all […]
Harrow Council (202002402)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is regarding: The landlord’s response to the resident’s reports of noise nuisance. The landlord’s complaint handling.
Complaint: Old Complaints Handling categories
REPORT COMPLAINT 201911461 Metropolitan Housing Trust Limited 30 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]
Yorkshire Housing Limited (201914633)
No Maladministration
REPORT COMPLAINT 201914633 Yorkshire Housing Limited 30 January 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 (201905292)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s reports concerning: misuse of the leaseholder carparking bays; misuse of the fire doors; antisocial behaviour (ASB), including: vandalism of the fire doors; unauthorised visitors using the building for the use/supply …
Believe Housing Limited (202005049)
Mediation
Complaint: Old Property Condition migrated-2025
The resident complained about the landlord’s response to repairs throughout their property.
Birmingham City Council (201915592)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s response to: The resident’s Subject Access Request. The resident’s reports of outstanding repairs to his boiler. The resident’s concerns that the Gas Safety Certificate for his property is not valid.
Camden Council (201910624)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 201910624 Camden Council 29 January 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 […]
Clarion Housing Association Limited (202001660)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s:
East Devon District Council (202007087)
No Maladministration
Complaint: Financial
The complaint is about: The resident’s liability to pay the service charge for the mobile support service (the MSS) during the Covid-19 pandemic. The landlord’s response to the resident’s concerns regarding the delivery and provision of the MSS during the …
Hackney Council (202005750)
No Maladministration
Complaint: Estate Management
The complaint concerns the landlord’s handling of the resident’s reports of unauthorised items being stored in communal areas.
Complaint: Local Authority / ALMO or TMO
The resident complained about the landlord’s response to reports of mould at the property.
Haringey Council (202000931)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint regards the landlord’s handling of issues reported by the resident relating the implementation of an intergenerational living project (the project) jointly managed by the landlord, the local council and a charity and the impact it has had on …
Haringey Council (202003052)
Mediation
Complaint: Moving/Buying/Selling Home
The resident complained about the landlord’s handling of their management transfer request.
Islington Council (201913645)
Partial Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 201913645 Islington Council 29 January 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 […]
Islington Council (202000921)
No Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202000921 London Borough of Islington 29 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Karbon Homes Limited (202002192)
Outside Jurisdiction
Complaint: Old Charges categories
REPORT COMPLAINT 202002192 Karbon Homes Limited 29 January 2021 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman […]
Lewes District Council (201913094)
Partial Maladministration
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB) allegedly perpetrated by her neighbour. This Service has also investigated the landlord’s complaint handling and record keeping in the case.
London Borough of Sutton (201908725)
No Maladministration
This complaint is about: The landlord’s response to the resident’s concerns about the property above being used as temporary accommodation. The landlord’s response the resident’s reports of noise nuisance from her upstairs neighbour.
Milton Keynes Council (201910370)
Partial Maladministration
Complaint: Managing Relations
The resident complains about: How the landlord handled repairs reported, including: how the landlord handled reports of damp in June 2018; how the landlord handled repairs required in 2019 and a decant; and the information provided by the landlord in …
Network Homes Limited (202001328)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to: the resident’s reports concerning the safeguarding of residents in relation to ongoing construction in the neighboring property; the resident’s reports of disrepair to security gates and doors at the property; the resident’s …
Newham Council (202000455)
Mediation
Complaint: Local Authority / ALMO or TMO
The resident complained about the landlord’s: Response to the loss of water supply to their property. Handling of their formal complaint.
Notting Hill Genesis (201811046)
No Maladministration
Complaint: Old Property Condition categories
The complaint is regarding the landlord’s handling of: Works required to the windows in the property Repairs to a back door and the surrounding flooring Renewal of the kitchen units The resident’s formal complaint on the issues.