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
Nottingham City Homes (202113877)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202113877 Nottingham City Homes 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 […]
Optivo (202106576)
Partial Maladministration
Complaint: Financial
The resident complains about: The landlord’s handling of a Discretionary Housing Payment (DHP) application; text messages sent by the landlord; historical rent arrears; increasing rent arrears, and; complaint handling
Progress Housing Association Limited (202112857)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s revocation of permission to extend the garden at the property.
Sanctuary Housing Association (202104712)
No Maladministration
Complaint: Occupancy Rights
The complaint is about the landlord’s response to the notice period and date of notice used by the landlord when the residednt left the property.
Wandle Housing Association Limited (202109133)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident’s report of nuisance caused by a neighbour using the fire door.
London & Quadrant Housing Trust (202010235)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s Response to reports of mould and damp. Handling of reports of a noise nuisance. Response to reports that the kitchen needed replacing. Handling of the recent kitchen redesigns. Complaint handling.
Magenta Living (202103912)
Outside Jurisdiction
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of anti-social behaviour (ASB) allegations made about the resident resulting in a Notice of Seeking possession.
Complaint: Financial
The complaint is about:
Notting Hill Genesis (202105452)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s: Reports of Anti-Social Behaviour (ASB) perpetrated by her neighbour. Reports of a fence and shed built by her neighbour, which she asserted caused a safety issue. Request to add her …
Peabody Trust 2018 (202002546)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about: The level of redress the landlord offered in respect of its acknowledged delays and failures while responding to a leak from the flat above; The landlord’s recommendation to approach the above tenant about the leak; The …
Peabody Trust (202121739)
Mediation
Complaint: Old Property Condition migrated-2025
The complaint about the landlord’s handling of a boiler replacement and the resident’s reports of no hot water.
Shepherds Bush Housing Association Limited (202006610)
Maladministration
Complaint: Occupancy Rights
The complaint is about the landlord’s response to the resident’s request to run a business from her property.
Vivid Housing Limited (202114858)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s request to install a dropped kerb and driveway at the property.
Barnet Council (202105043)
Outside Jurisdiction
Complaint: Occupancy Rights
The complaint concerns whether the resident is entitled to use of a shed.
Clarion Housing Association Limited (202108764)
Partial Maladministration
Complaint: Information and data management
The complaint is about the landlord’s handling of: Its staff’s communication about the resident. The resident’s personal data.
Sovereign Housing Association Limited (202016492)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident's concerns regarding storage of his bicycles in communal areas of his building.
Brent Council (202121014)
Outside Jurisdiction
Complaint: Occupancy Rights
The complaint concerns the landlord’s repairing obligations under the tenancy agreement.
East Devon District Council (202114420)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the replacement of the resident’s kitchen prior to her occupation of the property. The landlord’s complaints handling.
Haringey Council (202124996)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The complaint concerns the Council’s assessment of the resident’s housing application.
Hyde Housing Association Limited (202100147)
Reasonable Redress
Complaint: Financial
The complaint is about:
Metropolitan Thames Valley Housing (202111975)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident's reports of an incident involving a member of the landlord’s staff. The associated complaint.
Stoke-on-Trent City Council (202015689)
Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of roof repairs. The Ombudsman has also investigated the landlord’s complaint handling and record keeping.
Plus Dane Housing Limited (202105871)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) and noise disturbance by a neighbour.
Wiltshire Council (202106981)
No Maladministration
Complaint: Financial
The complaint is about the landlord's response to: repairs to the care-line pull cord system in the resident’s property. the resident's request to opt out of paying towards this system.
A2Dominion Housing Group Limited (202107344)
Reasonable Redress
Complaint: Financial
The complaint is about: The resident’s dispute of the accuracy of her service charges. The landlord’s handling of the resident’s service charge enquiries.
A2Dominion Housing Group Limited (202110110)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s response to the resident’s reports of a lack of top soil in his front and back garden, and his requests for compensation.
Abri Group Limited (202114840)
Reasonable Redress
Complaint: Managing Relations
The complaint concerns how the landlord responded to the resident’s reports of inappropriate conduct by a staff member.
B3 Living Limited (202110317)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord's response to the resident's report of flies and bad odour from her neighbour’s property.
Clarion Housing Association Limited (202110192)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of a kitchen unit replacement.
Optivo (202104585)
Maladministration
Complaint: Estate Management
The complaint is about: The landlord's response to reports of rubbish left in the communal areas, which caused an infestation of flies.
Orbit Housing Association Limited (202114041)
Outside Jurisdiction
Complaint: Financial
The complaint concerns the resident’s liability to pay service charges for communal spaces.
Raven Housing Trust Limited (202103966)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s concerns about antisocial behaviour (ASB) from his neighbour.
Sanctuary Housing Association (202101582)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Request to transfer properties. Associated complaint.
Thames Valley Housing Association Limited (202017502)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s request for it to alter her kitchen units. The associated complaint.
Haringey Council (202102332)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s repairs reports about a bathroom ‘pod’ extension to the property.
Haringey Council (202117782)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s concerns about fire safety works at her property. The landlord’s complaints handling.
Hyde Housing Association Limited (202017326)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s response to the resident’s queries about the administration of her service charge account. The level and reasonableness of the service charge.
Islington Council (202104771)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s report of damp and mould in her property.
London Borough of Redbridge (202116033)
Outside Jurisdiction
Complaint: Managing Relations
The complaint concerns:
London & Quadrant Housing Trust (202004153)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of window disrepair.
Southern Housing Group Limited (202111282)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports about damaged items following a leak at the property
The Guinness Partnership Limited (202012435)
Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about Plymouth Community Homes and Guinness’ communication with the residents about their tenancy status both prior to, and after, a mutual exchange.
Tower Hamlets Council (202100772)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident about: The decision to replace the flue system on the communal boiler system instead of installing individual boilers. The handling of the Section 20 consultation process.
Waltham Forest Council (202010446)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about: The landlord’s decision to force entry for a gas safety inspection at the resident’s property. The landlord’s handling of the resident’s reports of a gas leak.
Estuary Housing Association Limited (202102612)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s request: for soundproofing insulation at the property. to be transferred to an alternative property under a management move. The resident has also complained about the measures used by the landlord …
Lambeth Council (202119553)
Outside Jurisdiction
Complaint: Financial
The complaint concerns the level of service charges incurred following a boiler installation.
One Manchester Limited (202105048)
Reasonable Redress
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s response to the resident’s concerns regarding: delays to his property transfer; the condition of his new property; delays to repair works to rubber seals on the door at his new property.
Onward Homes Limited (202107041)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s report of damp and mould in the property and its handling of the repairs required.
Sanctuary Housing Association (202015737)
Partial Maladministration
Complaint: Financial
REPORT COMPLAINT 202015737 Sanctuary Housing Association 21 February 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 […]
Clarion Housing Association Limited (202012781)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of: antisocial behaviour. alleged discriminatory staff conduct. The Ombudsman has also considered the landlord’s complaint handling.