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
Metropolitan Housing Trust Limited (202000359)
Reasonable Redress
Complaint: Old Home Ownership Issues (not new build) categories
The complaint is about delay to the landlord installing new windows at the property.
Complaint: Old Home Ownership Issues (not new build) categories
The Resident complained about: the landlord’s response to their request for planned maintenance works to the guttering, following a leak which affected their property.
Nottingham City Homes (202000592)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s response to the resident’s reports about: Leaks at the property; Her insurance claim for damaged possessions; Complaints handling.
Notting Hill Genesis (202000089)
No Maladministration
Complaint: Old Compensation categories
The complaint is about the landlord’s response to: The resident’s reports of decant works not being resolved when she returned to her property. The resident’s claim for £4000 for emotional distress, the inconvenience and the implications of the mould on …
Bristol City Council (202000545)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of a sub-standard kitchen replacement.
Catalyst Housing Limited (201914610)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s: Response to the resident’s request for certification demonstrating compliance with Government guidance on fire safety in relation to the building which he owns a property in. Complaint handling.
Futures Homescape Limited (202000161)
Maladministration
Complaint: Old Property Condition categories
The resident complains about the level of compensation offered by the landlord in respect of excess water charges following a leak at the property.
Home Group Limited (201904587)
No Maladministration
Complaint: Staff Training
The resident complains about: the landlord's communication and explanation in relation to an adjustment to the water charges on her rent account; how the landlord handled an overcharge it identified on her rent account from 2017/18 and its explanation relating …
London & Quadrant Housing Trust (201915906)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s: response to the resident’s reports of uneven floors at the property, complaints handling.
Optivo (201913685)
No Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s handling of repairs to a heating system.
Optivo (202002413)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: the landlord’s response to the resident’s reports of damp and mould in the property; the landlord’s response to the resident’s concerns over subsidence to the building; the landlord’s handling of the corresponding complaint.
Sovereign Housing Association Limited (201913564)
No Maladministration
The complaint is about the landlord’s response to the resident’s: concerns about the gradient of his garden and the need for it to be levelled; request for a reimbursement of flooring costs;
Hackney Council (202004968)
Outside Jurisdiction
The Resident complained: about the information the landlord provided to this Service in relation to a previous complaint under the reference 201703415. that the landlord accused them of being responsible for the gas leak in their former property.
Hammersmith and Fulham Council (201911091)
Reasonable Redress
Complaint: Moving/Buying/Selling Home
This complaint is about the landlord’s response to: The resident’s request for rehousing. The resident’s reports of damp and mould in her property, disrepair to extractor fans in her kitchen and bathroom, and broken window handles in her dining room.
Octavia Housing (202004061)
No Maladministration
The complaint is about the landlord’s response to the residents’ reports about: The landlord’s response to the resident’s request to repair the shower rail and the operative’s behaviour. The landlord’s complaint handling.
Southwark Council (201906657)
Partial Maladministration
The complaint is about: the state of disrepair of the kitchen window; the information the landlord provided to the resident during bidding and at the tenancy sign up; the delay between the resident’s successful bid for the property and her …
Swindon Borough Council (201916176)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s request for succession of her late mother’s tenancy.
Teign Housing (202005906)
Mediation
Complaint: Leaseholder
REPORT COMPLAINT 202005906 Teign Housing 16 December 2020 Our approach Under our early resolution process, the Ombudsman works with the resident and landlord to explore the issues […]
Complaint: Financial
The complaint is about the landlord’s administration of the Resident’s rent account.
Warwickshire Rural Housing Association Limited (201913223)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaints are about the landlord’s: Response to reports that the boiler at the property was not working. Decision not to reimburse the resident for costs they incurred staying at a hotel whilst the boiler was not working.
Anchor Hanover Group (201916021)
Partial Maladministration
Complaint: Old Governance categories
The resident complains that the landlord: did not inspect her property prior to her purchasing did not maintain and paint the external surfaces of the building did not respond to her requests for details on finances has plans to repaint …
Basildon Borough Council (202002986)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202002986 Basildon Borough Council 15 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Irwell Valley Housing Association Limited (201909821)
Reasonable Redress
This complaint is about the landlord’s handling of the resident’s application to purchase her property under the Right to Acquire (RTA) scheme.
Karbon Homes Limited (201910780)
No Maladministration
Complaint: Estate Management
The tenant has complained: About the number of bins provided. About how the landlord responded to their concerns about the management of satellite dishes on the building. That the landlord has not replaced the patio doors. About the handling of …
Metropolitan Housing Trust Limited (201906814)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The condition of the property when the resident moved in; The landlord’s handling of the subsequent repair works; The level of compensation offered.
Peabody Trust (201914735)
Maladministration
Complaint: Old Complaints Handling categories
REPORT COMPLAINT 201914735 Peabody Trust 15 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 the […]
Stonewater (5) Limited (201901180)
Partial Maladministration
REPORT COMPLAINT 201901180 Stonewater (5) Limited 15 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair […]
Torus62 Limited (201913625)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about how the landlord responded to the resident’s concerns about the security of the fencing at his property.
A2Dominion Housing Group Limited (201807216)
Partial Maladministration
Complaint: Old Property Condition categories
The leaseholder has complained: That the landlord has not taken sufficient action in response to reports of antisocial behaviour. That the landlord did not respond to a reported leak in good time; and did not handle the resulting claim for …
Hyde Housing Association Limited (201914260)
Partial Maladministration
Complaint: Financial
The complaint is about: the landlord’s response to the resident’s concerns about service charges in particular relating to block charges and a play area; and complaint handling.
London & Quadrant Housing Trust (202000112)
Reasonable Redress
Complaint: Old Home Ownership Issues (not new build) categories
This complaint is about the landlord’s response to the resident’s concerns about the Energy Supply Agreement it sent to their solicitor during the purchase of their property.
New Charter Housing (South) Ltd (201911761)
No Maladministration
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The resident is represented by her partner in relation to this complaint. For the sake of clarity and brevity, both the resident and the representative …
Paradigm Housing Group Limited (201916010)
No Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s: Response to and handling of the resident’s anti-social behaviour (ASB) allegations Response to the resident’s request for a management transfer due to ASB Complaint handling
Sanctuary Housing Association (201910465)
Outside Jurisdiction
Complaint: Financial
The complaint is about the level of service charges and service charge increase, as well as the landlord’s communication regarding the service charges, including the amount payable and its response to queries regarding the amount.
Hyde Housing Association Limited (202003112)
Partial Maladministration
Complaint: Information and data management
The complaint is about:
Southampton City Council (201913487)
No Maladministration
Complaint: Managing Relations
The complaint is about the way the landlord dealt with the resident’s: report of a leak in his property in 2018. request for compensation for the 2018 leak. associated complaint.
Waltham Forest Council (201912480)
Maladministration
Complaint: Managing Relations
The complaint refers to:
Clarion Housing Association Limited (201809309)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: the landlord’s response to reports of problems with the boiler; and complaint handling.
Clarion Housing Association Limited (202002867)
Outside Jurisdiction
Complaint: Old Home Ownership Issues (not new build) categories
The complaint is about the length of time taken by the landlord to identify the source of a leak into the leaseholder’s property, causing damage to the property and a loss of rental income.
Croydon Council (202000081)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Response to and handling of the resident’s reports of noise nuisance Complaint handling
Hyde Housing Association Limited (202001615)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s: reports of pest infestation; requests for a replacement fence; requests for tree maintenance in his rear garden; associated formal complaint.
Kingston upon Thames Council (201914479)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The resident complains about the landlord’s response to her concerns about the fire exit door at the property.
Lambeth Council (202003014)
Maladministration
Complaint: Information and data management
The complaint is about: The landlord’s handling of the resident’s reports of an ongoing leak to the roof of the property. The landlord’s handling of the resident’s requests for information for his insurance claim.
London & Quadrant H T (201908371)
Maladministration
Complaint: Old Property Condition migrated-2025
The tenant has complained that: The landlord took too long to investigate their reports of damp. The landlord has not completed all the repairs that resulted from the reports of damp.
London & Quadrant H T (202003850)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: Transparency of information provided by the landlord concerning the freehold of the building which the resident owns a property in The information provided by the landlord regarding cladding on the building which the resident owns a …
Bolton at Home Limited (202000136)
Partial Maladministration
Complaint: Old Health and Safety categories
The resident has complained: That the landlord’s policy for gas safety checks does not comply with the rights of tenants. About the landlord’s response to concerns which were raised about gas safety checks taking place every 10 months. About correspondence …
Clarion Housing Association Limited (202002302)
Reasonable Redress
Complaint: Old Complaints Handling categories
REPORT COMPLAINT 202002302 Clarion Housing Association Limited 8 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Hammersmith and Fulham Council (202003176)
Reasonable Redress
Complaint: Managing Relations
The complaint refers to: The length of time taken for the Landlord to complete repairs to the Resident’s property. The Landlord’s complaint handling of this matter.
Midland Heart Limited (202002902)
No Maladministration
Complaint: Estate Management
REPORT COMPLAINT 202002902 Midland Heart Limited 8 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 […]
Southwark Council (201913492)
Partial Maladministration
Complaint: Managing Relations
The complaints are about: landlord staff capping the gas meter at the property during a gas safety check. the landlord’s response to the above matter.