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 2,208 of 16,227 decisions matching "london"
Haringey London Borough Council (202216013)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: the landlord’s handling of the resident’s reports of noise from a neighbouring property. the landlord’s handling of arrangements for asbestos removal in the resident’s property. The Ombudsman has also considered the landlord’s complaints handling.
London Borough of Hackney (202228862)
Maladministration
Complaint: Information and data management
REPORT COMPLAINT 202228862 London Borough of Hackney 22 March 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
London & Quadrant Housing Trust (L&Q) (202216813)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of reports of damp and mould in the property. Complaint handling.
London Borough of Brent (202216303)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of repairs to the kitchen and bathroom in the property. Communication regarding planned improvement works in the property. Handling of repairs to a garden wall. Complaint handling.
London & Quadrant Housing Trust (L&Q) (202205988)
Partial Maladministration
Complaint: Managing Relations
This complaint is about: The resident’s historical concerns about various issues including: The property’s condition on letting; The landlord’s handling of adaptations and repairs that were approved in 2016; The landlord’s response to the resident’s historical reports of antisocial behaviour …
London Borough of Lambeth (202300429)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Response to outstanding repairs. Response to an information request. Complaint handing.
London Borough of Croydon (202232329)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: handling of outstanding repairs at the resident’s home, including leaks, damp, and mould. handling of a pest infestation. response to concerns about the level of service and support provided by its housing staff. The …
London Borough of Redbridge (202234400)
Partial Maladministration
Complaint: Information and data management
The complaint is about the landlord’s handling of and response to: requests for a housing transfer. a planned kitchen refurbishment. reports of repairs to the bathroom and shower. The Ombudsman has also considered the landlord’s complaint handling and record keeping.
London & Quadrant Housing Trust (L&Q) (202229395)
Partial Maladministration
Complaint: Managing Relations
The resident’s complaint is about the landlord’s handling of: A repair to her kitchen tap. An altercation between her and its operative. Her formal complaint.
London Borough of Barnet (202127278)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The complaint.
London Borough of Ealing (202314273)
Maladministration
Complaint: Information and data management
The complaint is about the landlord’s handling of reports of subsidence. The landlord’s record keeping has been investigated. The landlord’s complaint handling has also been investigated.
London & Quadrant Housing Trust (L&Q) (202203000)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s: Reports of repairs. Reports of antisocial behaviour (ASB). Concerns about fire safety within the building. The Ombudsman has also considered the landlord’s complaint handling.
Haringey London Borough Council (202225807)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Repairs to the boiler. The resident’s complaint.
London & Quadrant Housing Trust (L&Q) (202219252)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident's concerns of repairs required to the front and rear doors of the property, following break-ins. The Ombudsman has also considered the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202309955)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s: Request for an EWS1 form. Request for it to buy back his property. Reports regarding the level of natural light in his property. Concerns about scaffolding. Reports of outstanding communal …
Haringey London Borough Council (202303218)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of repairs to the ceiling. The Ombudsman has also considered the landlord’s complaint handling.
London Borough of Barnet (202228491)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and harassment from her neighbours.
London & Quadrant Housing Trust (L&Q) (202222555)
Maladministration
Complaint: Information and data management
The complaint is about the landlord's handling of reports of repairs issues, and damp and mould. The Ombudsman has also considered the landlord’s: Complaints handling. Record keeping.
London Borough of Hounslow (202215296)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
Haringey London Borough Council (202305289)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of reports of damp and mould in the property. The associated complaint handling.
London Borough of Hackney (202230456)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident’s reports about antisocial behaviour (ASB). The landlord’s handling of repairs to floorboards. The landlord’s complaint handling and record keeping.
London Borough of Enfield (202210171)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the: Landlord’s handling of the resident’s reports of anti-social behavior and noise disturbance. Landlord’s response to the resident’s request for a management transfer. The Ombudsman has also considered the landlord’s complaint handling.
London Borough of Ealing (202303968)
Partial Maladministration
Complaint: Managing Relations
The resident’s complaint is about: The landlord’s handling of a request to refurbish the resident’s bathroom. The landlord’s handling of requests for repairs to the bathroom. The Ombudsman has also investigated the landlord’s complaints handling.
London & Quadrant Housing Trust (L&Q) (201907087)
Severe Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of redecoration works at the property. The Ombudsman has also considered the landlord’s complaints handling.
London & Quadrant Housing Trust (L&Q) (202216346)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Repairs to internal damage at the resident’s property including her ceiling and redecoration. Repair works to the exterior of the resident’s property including pathway and staircase cracks, gutters, cracks to the front …
Haringey London Borough Council (202108819)
No Maladministration
Complaint: Financial
The complaint is about: The landlords response to the resident’s reports of repair to his property. The landlords response to the resident’s concerns of its use of the sinking fund.
London Borough of Barking and Dagenham (202205116)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident’s reports of alleged antisocial behaviour (ASB) and noise nuisance. The landlord’s complaint handling has also been investigated.
London Borough of Ealing (202120786)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of: The resident’s reports of the communal lifts within her block breaking down. The associated complaint. The Ombudsman has considered the landlord’s knowledge and information management.
London Borough of Enfield (202215268)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of improvement works to a bathroom. The Ombudsman has also considered the landlord’s complaint handling.
London Borough of Hounslow (202312239)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s: Handling of the Electrical Installation Condition Report (EICR). Complaint handling.
London Borough of Lewisham (202231881)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of outstanding repairs, including damp and mould. The Ombudsman has also considered the landlord's complaint handling.
London Borough of Newham (202205387)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of the resident’s reports of rats in the property. Response to the resident’s reports of a leaking toilet at the property. Handling of the associated complaint.
London Borough of Hackney (202228593)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of repairs to the communal lift. The Ombudsman has decided to consider: The landlord’s record keeping. The landlord’s complaint handling.
London Borough of Hillingdon (202204024)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Repairs to the thermostat, radiators, and boiler. The resident’s associated complaint and compensation request.
London Borough of Islington (202219634)
Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s: Handling of structural movement to the property’s extension; Response to the resident’s report of a flood; Response to the resident’s reports of leaks, damp and mould. The Ombudsman also considered the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202206230)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s: response to the resident about antisocial behaviour (‘ASB’) from tenants of a leasehold flat below. complaint handling.
London & Quadrant Housing Trust (L&Q) (202207570)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s: request for a move. reports of Anti Social Behaviour (ASB). This Service has also considered the landlord’s: complaint handling. consideration of the resident’s vulnerability.
London & Quadrant Housing Trust (L&Q) (202212849)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s complaint concerning its handling of her bathroom repairs, and its offer of compensation.
London & Quadrant Housing Trust (L&Q) (202214018)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s handling of: The resident's temporary move due to disrepair and asbestos in the resident’s property. The resident’s reports of repairs in the temporary property. The disposal and replacement of the resident’s white goods. The …
London & Quadrant Housing Trust (L&Q) (202206101)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlords response to the residents reports of anti social behaviour (ASB). The landlords response to the residents concerns over the fire safety of her property. The landlords handling of the associated complaint.
London Borough of Barnet (202201466)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s: Reports of noise disturbance. Request to move to an alternative property.
London & Quadrant Housing Trust (L&Q) (202218260)
Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 202218260 London & Quadrant Housing Trust (L&Q) 26 February 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
London & Quadrant Housing Trust (L&Q) (202208378)
Maladministration
Complaint: Financial
The landlord's response to the resident's queries about service charges. The landlord’s handling of the complaint.
London Borough of Hackney (202226213)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of outstanding repairs to the resident’s property, including the level of compensation offered. The Ombudsman has also investigated the landlord’s handling of the complaint.
London Borough of Barnet (202215988)
Maladministration
Complaint: Occupancy Rights
The complaint is about the landlord’s handling of the ending of the resident’s tenancy.
London & Quadrant Housing Trust (L&Q) (202219957)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of repairs to the property’s heating and hot water. Complaint handling.
London & Quadrant Housing Trust (L&Q) (202229881)
Severe Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s: Reports of uneven floors. Reports of repairs to the shower room and hallway. Reports of damp and mould. Complaints.
London & Quadrant Housing Trust (L&Q) (202314354)
Reasonable Redress
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord letting a property to the resident without a carbon monoxide (CO) alarm.
Haringey London Borough Council (202229540)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s: Request for window repairs. Request for ceiling repairs. The Ombudsman has also considered the landlord’s complaint handling.
London Borough of Newham (202217014)
Severe Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to a leak, remedial repairs, and damage caused by the leak.