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
Westminster City Council (202002702)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to a leak at the property and its subsequent compensation offer.
Catalyst Housing Limited (201807134)
Maladministration
The resident has complained about the administration of his rent account, specifically the handling of a housing benefit payment and the resulting rent arrears.
ForHousing Limited (202006822)
Maladministration
The complaint is about: the landlord’s handling of roof repairs. The complaint is also about the landlord’s complaints handling.
Leeds City Council (201912704)
No Maladministration
Complaint: Managing Relations
The complaint is about: the landlord’s handling of the resident’s reports of repairs needed to the rear door, kitchen, window sealant and fences of her property the landlord’s response to the resident’s complaint about the conduct of a staff member
Southwark Council (202007170)
Outside Jurisdiction
Complaint: Leaseholder
REPORT COMPLAINT 202007170 Southwark Council 13 January 2021 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman […]
A2Dominion Homes Limited (201915585)
Outside Jurisdiction
Complaint: Old Home Ownership Issues (not new build) categories
This complaint is about the landlord’s response to the resident’s request for an extension to her lease.
Accord Housing Association Limited (202006726)
No Maladministration
Complaint: Occupancy Rights
The complaint is about the landlord’s response to information provided by the resident about her right to buy request.
Bassetlaw District Council (202002925)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint concerns the resident’s eviction from their former property due to rent arrears, which they state arose due to errors in the administration of their claims for housing benefits, discretionary housing payments and universal credit.
Clarion Housing Association Limited (201915053)
Maladministration
The complaint is about the landlord’s response to the resident’s reports about the condition of the shared garden.
Guinness Housing Association Limited (202003807)
No Maladministration
Complaint: Managing Relations
The complaint refers to:
Impact Housing Association Limited (202003113)
No Maladministration
The complaint refers to the Landlord’s handling of the Resident’s reports of antisocial behaviour (ASB), drug use and drug distribution by his neighbour.
Newham Council (201913856)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of a leak in the bathroom causing mould, damp, and damage to the flooring.
One Housing Group (202006808)
Outside Jurisdiction
Complaint: Health and Safety (inc. building safety)
REPORT COMPLAINT 202006808 One Housing Group 11 January 2021 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman […]
Sovereign Housing Association Limited (201914045)
Reasonable Redress
Complaint: Leaseholder
The leaseholder (shared owner) has complained that the landlord took too long to respond to two queries during the sale of their home.
Vivid Housing Limited (202002223)
No Maladministration
Complaint: Old Home Ownership Issues (not new build) categories
REPORT COMPLAINT 202002223 Vivid Housing Limited 13 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 […]
West Northamptonshire Council (201915625)
No Maladministration
Complaint: Old Compensation categories
The complaint is about the landlord’s response to the resident’s report of missing belongings.
Clarion Housing Association Limited (202000218)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s:
Haringey Council (202003505)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of a leak coming from the property above her own.
Newham Council (201908648)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s reports about a rodent infestation in the loft above her property; complaints handling.
Croydon Council (202005546)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about: Section 20 work that was completed by the landlord at the resident’s property in 2016. Charges for the section 20 works which the resident opted out of. The landlord’s response to the resident’s request to produce …
East End Homes Limited (202001075)
Partial Maladministration
Complaint: Old Complaints Handling categories
REPORT COMPLAINT 202001075 East End Homes Limited 17 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
One Housing Group Limited (202001423)
No Maladministration
Complaint: Old Estate Management categories
The complaint is about the landlord’s: Response to the leaseholder’s concerns regarding its communication Response to the leaseholder’s concerns regarding its management of anti-social behaviour (ASB) Response to a pest infestation Response to the leaseholder’s concerns regarding the standard of …
Southwark Council (201703942)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about how the landlord: Responded to reports of anti social behaviour (ASB) Handled an emergency rehousing request
Catalyst Housing Limited (202000443)
Partial Maladministration
Complaint: Old Property Condition categories
The complaint refers to:
Home Group Limited (202001298)
Reasonable Redress
Complaint: Old Home Ownership Issues (not new build) categories
The complaint is about the landlord’s handling of the resident’s reports about the standard of grounds maintenance being provided.
Metropolitan Housing Trust Limited (201907476)
Reasonable Redress
Complaint: Managing Relations
The complaint is about:
One Housing Group (201911422)
Maladministration
Complaint: Leaseholder
The complaint is about: the landlord’s handling of the resident’s request for a summary of the costs incurred in relation to the service charges for the period 2018 to 2019. the landlord’s complaint handling.
Places for People Group Limited (201902700)
Partial Maladministration
Complaint: Old Charges categories
The complaint is about: the landlord’s response to the resident’s reports of communal repairs and her concerns about the standard of grounds maintenance; and the landlord’s provision of information relating to the service charge; and the landlord’s handling of the …
Hounslow Council (202001016)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202001016 Hounslow Council 5 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 […]
Midland Heart Limited (202003561)
Maladministration
The complaint concerns the amount of compensation offered by the Landlord to the Resident for the distress and inconvenience caused by the lack of a reliable hot water supply for the period of 96 days.
Royal Borough of Kensington and Chelsea (201913984)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of contractors arriving at his property without identification and entering a room without his permission.
London Borough of Hillingdon (202000105)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports regarding: multiple instances of water ingress at his property between August and December 2019; and the identity of the person occupying the residence above him.
A2Dominion Housing Group Limited (202001096)
Reasonable Redress
Complaint: Old Compensation categories
The complaint is about the landlord’s complaint handling and compensation offer, in respect of its response to a reported problem with the resident’s kitchen sink.
Great Places Housing Group Limited (202000780)
Maladministration
Complaint: Old Complaints Handling categories
REPORT COMPLAINT 202000780 Great Places Housing Group Limited 4 January 2021 Our Approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all […]
Hammersmith and Fulham Council (201909756)
Maladministration
Complaint: Managing Relations
The complaint refers to: The Landlord’s handling of the Resident’s request for the windows in her property to be repaired. The Landlord’s complaint handling of this matter.
Notting Hill Genesis (201915534)
Maladministration
Complaint: Old Charges categories
The complaint refers to: The Landlord’s management of the Resident’s rent account. The Landlord’s complaint handling of this matter. The Landlord’s handling of repairs to the Resident’s hot water system and heating installations.
Thirteen Housing Group Limited (201908379)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the residents: reports of anti-social behaviour (ASB); request to transfer to an alternative property.
Hammersmith and Fulham Council (202002333)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint refers to:
Welwyn Hatfield Borough Council (202003866)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202003866 Welwyn Hatfield Borough Council 2 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]
Eastbourne Borough Council (202003452)
Reasonable Redress
REPORT COMPLAINT 202003452 Eastbourne Borough Council 31 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
Stonewater Limited (201903301)
No Maladministration
Complaint: Estate Management
The resident complains about:
Brentwood Borough Council (202002909)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s application for disability adaptations to her property.
Hammersmith and Fulham Council (201914426)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of:
London & Quadrant H T (202003138)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: the level of compensation offered by the landlord for its response to the resident’s report of a bad odour from her sink and bathroom drainage the landlord’s handling of the associated complaint the level of compensation …
Network Homes Limited (201812288)
Partial Maladministration
Complaint: Managing Relations
The complaint is about:
Notting Hill Genesis (202007231)
Outside Jurisdiction
REPORT COMPLAINT 202007231 Notting Hill Genesis 24 December 2020 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman […]
Stoke-on-Trent City Council (202003436)
No Maladministration
The complaint is about the landlord’s response to the resident’s reports of boundary issues between the resident’s and her neighbour’s properties.
Birmingham City Council (201915607)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the level of service charge for major works.
Camden Council (201912173)
Partial Maladministration
Complaint: Managing Relations
The Complaint is about the landlord’s response to residents’ reports about:
Catalyst Housing Limited (202005511)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s request to be reimbursed for personal possessions which were damaged following a burst pipe at the property.