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
North Devon Homes (202001535)
Maladministration
Complaint: Old Property Condition categories
The complaint concerns the landlord’s handling of remedial works at the property for mould and damp.
Teign Housing (201914975)
Partial Maladministration
Complaint: Moving/Buying/Selling Home
REPORT COMPLAINT 201914975 Teign Housing 22 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 […]
Bristol City Council (201914973)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: the level of redress offered by the landlord in respect of its acknowledged failings in carrying out works at the property, the landlord’s response to the resident’s request for compensation in respect of the damaged carpet …
Clarion Housing Association Limited (201906498)
Reasonable Redress
Complaint: Old Property Condition categories
The complaint is about the landlord’s response to the resident’s request for compensation in relation to repairs to the property’s guttering, patio door, boiler, wet room and damp and mould.
Home Group Limited (201904586)
Reasonable Redress
Complaint: Old Property Condition categories
The complaint is about the landlord’s handling of the resident’s requests for repairs to her hand basin, kitchen ceiling and immersion heater.
Home Group Limited (202005646)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint refers to: The Landlord’s handling of repairs to the Resident’s bathroom. The Landlord’s complaint handling of this matter.
Hyde Housing Association Limited (201909494)
No Maladministration
Complaint: Financial
The resident has complained about: The landlord’s response to her reports of a leak in her property, specifically that the leak was caused by defects in her property. The landlord’s response to her request for her rent liability to be …
Leeds City Council (202003569)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s reports of other residents leaving items in the communal areas of the building.
London & Quadrant Housing Trust (201916043)
Partial Maladministration
Complaint: Old Property Condition categories
REPORT COMPLAINT 201916043 London & Quadrant H T 21 January 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all […]
London & Quadrant Housing Trust (202004505)
Outside Jurisdiction
Complaint: ASB/Abuse/Nuisance
The resident complains about how the landlord handled her reports of anti-social behaviour by her neighbours, in particular: the landlord’s decision in January 2019 to seek an injunction against one neighbour rather than a possession order; and how the landlord …
Octavia Housing (202001154)
Partial Maladministration
Complaint: Old Charges categories
REPORT COMPLAINT 202001154 Octavia Housing 21 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 […]
One Housing Group (202001816)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to: A fire in the resident’s property The resident’s request for re-housing
Bromford Housing Group Limited (201903619)
No Maladministration
Complaint: Old Outside HOS Jurisdiction categories
The complaint is about the landlord's handling of the resident’s reports about: antisocial behaviour from neighbours a data breach and a data request complaint handling
Hammersmith and Fulham Council (202000590)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of repairs required at the property; in particular, delay to inspection/repair of an airbrick in the bedroom and associated damp and mould inspection and treatment.
Hexagon Housing Association Limited (201914551)
Maladministration
REPORT COMPLAINT 201914551 Hexagon Housing Association Limited 22 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Lambeth Council (202003390)
Maladministration
Complaint: Leaseholder
REPORT COMPLAINT 202003390 Lambeth Council 20 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 […]
London & Quadrant Housing Trust (202000305)
Maladministration
Complaint: Old Charges categories
The complaint is about the lack of rent abatement for the period that the resident was temporarily decanted from her home.
Network Homes Limited (201900298)
Outside Jurisdiction
Complaint: Old Property Condition categories
The complaint is about:
Notting Hill Genesis (201911978)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord's handling of the resident’s reports concerning: noise related ASB issues with the neighbours. the handling of her request to be transferred to another property.
Notting Hill Genesis (202007739)
Outside Jurisdiction
The complaint is about:
Saxon Weald (201915048)
No Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 201915048 Saxon Weald 20 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 […]
Southwark Council (202001947)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the increase to the service charge for major works following a section 20 consultation process.
Connexus Housing Limited (202001558)
Mediation
Complaint: Old Estate Management categories
REPORT COMPLAINT 202001558 Connexus Housing Limited 19 January 2021 Our approach Under our early resolution process, the Ombudsman works with the resident and landlord to explore the […]
Grand Union Housing Group Limited (202006565)
No Maladministration
The complaint is about the landlord’s decision not to replace the resident’s carpet.
Kingston upon Thames Council (202004119)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord responded to the resident’s repair report for a communal light.
Mosscare St. Vincent’s Housing Group Limited (202003392)
No Maladministration
This complaint is about the landlord’s handling of the resident’s concerns about the information he was given about the Right to Acquire (RTA) the property when he accepted the tenancy.
One Vision Housing Limited (201913423)
No Maladministration
REPORT COMPLAINT 201913423 One Vision Housing Limited 19 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Peabody Trust (202007376)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint relates to the landlords handling of a heating dis-repair issue.
Woking Borough Council (202000175)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: response to the resident’s request for repair works to the toilet at his property; response to the resident’s request for an electric heater to be installed in the bathroom at his property; response to …
Ealing Council (202004088)
No Maladministration
Complaint: Occupancy Rights
The complaint refers to: The Landlord’s decision not to allow the Resident’s daughter to succeed the tenancy. The Landlord’s handling of the Resident’s reports that her husband had been given Incorrect information in 2016 regarding the assignment of the tenancy.
Haringey Council (201915284)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 201915284 Haringey Council 18 January 2021 Our approach 1. The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Leeds City Council (201902442)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour including its communication with the resident.
LiveWest Homes Limited (202004014)
Partial Maladministration
Complaint: Estate Management
The complaint refers to: The Landlord’s handling of the Resident’s concerns about the management of the car park at her property. The Landlord’s complaint handling of this matter.
Metropolitan Housing Trust Limited (201806741)
No Maladministration
Complaint: Old Property Condition categories
REPORT COMPLAINT 201806741 Metropolitan Housing Trust Limited 18 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Notting Hill Genesis (202002469)
No Maladministration
Complaint: Old Property Condition categories
REPORT COMPLAINT 202002469 Notting Hill Genesis 21 April 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 […]
Octavia Housing (201913343)
Maladministration
REPORT COMPLAINT 201913343 Octavia Housing 14 April 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 […]
Phoenix Community Housing Association (Bellingham and Downham) Limited (201908453)
Partial Maladministration
Complaint: Leaseholder
The complaint is about: The landlord’s response to the resident’s reports of damage caused to the property following a leak. The landlord’s communication in relation to a cancelled appointment following the leak. The landlord’s complaint handling of these matters.
Southwark Council (201815464)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The resident complained about the landlord’s response to his: reports of a gas leak at the property on 8 February 2019. report of a gas leak on 20 February 2019. reports of its handling of the repair and replacement of …
Wandsworth Council (202000746)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s handling of internal repairs to the property, including delays in completing repairs, poor communication with its contractor about the works required and the extent of the works the landlord is prepared to undertake; and …
Array (202001047)
Outside Jurisdiction
Complaint: Old Charges categories
The resident complains about the level of service charge charged in relation to his property and the reasonableness of the charge.
Catalyst Housing Limited (202001847)
Outside Jurisdiction
Complaint: Managing Relations
The complaint concerns: the landlord’s response to reports of water ingress and a lack of electricity supply to the garage; the level of service provided by an operative who attended after hours to investigate the issue.
Clarion Housing Association Limited (201810771)
Maladministration
Complaint: Old Property Condition categories
REPORT COMPLAINT 201810771 Clarion Housing Association Limited 12 January 2021 Our approach 1. The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all […]
Lambeth Council (202001297)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s response to the resident’s concerns about the increase in his service charges, in particular, relating to the charges for the repair costs incurred following a fire within the block.
London & Quadrant Housing Trust (201914099)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s: Response to Government guidance on fire safety and cladding in relation to the building which the resident owns a property in. Request for the resident to pay its legal fees in relation to her …
Optivo (202005182)
Maladministration
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s response to the resident’s reports of mould in her property.
Six Town Housing Limited (202000098)
No Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s response to: repairs at the property; cigarette smoke entering the property.
Aster Group Limited (201916183)
No Maladministration
Complaint: Managing Relations
The complaints are about: How the landlord responded to concerns raised about the attitude of its staff. The landlord’s decision not to treat the resident’s request to astro turf the rear garden as an aid and adaptation under its policy; …
Axiom Housing Association Limited (202002115)
Maladministration
Complaint: Old Property Condition categories
The complaint is about the time taken by the landlord to activate the gas supply in the resident’s property at the beginning of the tenancy.
Eastbourne Borough Council (202003830)
Partial Maladministration
Complaint: Case Review
The complaint refers to: The landlord’s handling of your transfer from your previous property. Information provided by the landlord at the beginning of your tenancy. The landlord’s complaint handling of these matters. The landlord’s offer of compensation for errors it …
One Housing Group (202003763)
Maladministration
REPORT COMPLAINT 202003763 One Housing Group 14 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 […]