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 1,955 of 16,227 decisions matching "borough"
Sandwell Metropolitan Borough Council (202117544)
Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord's: Response to the resident’s reports of ASB by his neighbours. Response to the resident’s concerns that it did not take his vulnerabilities into account when dealing with his reports of ASB. Handling of the …
Haringey London Borough Council (202124402)
Maladministration
Complaint: Managing Relations
The complaint is regarding the landlord’s: Handling of the resident’s reports of a leak in the property. Response to the resident’s reports of mould in the property. This investigation has also considered the landlord’s handling of the complaint.
Haringey London Borough Council (202200806)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s reports of damp and mould. The Ombudsman has considered the landlord's handling of this complaint. The Ombudsman has also considered the landlord's record keeping.
London Borough of Hackney (202121187)
Severe Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord's response to the resident’s reports of an ongoing roof leak.
London Borough of Enfield (202122495)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of a leak to the resident’s property, its lack of maintenance to the building's pipework and the compensation amount offered. The landlord’s handling of the associated insurance claim.
Royal Borough of Kensington and Chelsea (202203772)
Maladministration
Complaint: ASB/Abuse/Nuisance
The resident has complained about being placed on the landlord’s restrictions list and its handling of communications on the issue.
Waverley Borough Council (202213384)
Severe Maladministration
Complaint: Old Property Condition migrated-2025
The resident’s complaint is about the landlord's handling of disability adaptations to the resident’s property.
Haringey London Borough Council (202100791)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s: Response to and handling of a leak into the resident’s property. Handling of the resident’s request for a property transfer. Response to the resident’s reports of damaged and stolen items. The Ombudsman has also …
Haringey London Borough Council (202114445)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s handling in respect to fire safety, including delays in identified works to replace the front doors at the resident’s block.
Haringey London Borough Council (202118032)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of allegations which it said led it to decide not to carry out redecoration at the resident’s property.
London Borough of Brent (202203555)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to the resident’s property.
Woking Borough Council (202104548)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of the resident’s concerns about the condition of her kitchen. Complaint handling.
London Borough of Newham (202210318)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord's: Handling of adaptation works carried out to the resident’s bathroom. Response to the resident’s concerns about the toilet flush and size of the wash basin. Response to the resident’s reports of poor staff conduct. …
London Borough of Brent (202203503)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of vibration and humming in her home.
London Borough of Hackney (202209118)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord's handling of remedial works following a wet room leak.
London Borough of Ealing (202203016)
Maladministration
Complaint: Managing Relations
This complaint is about: The landlord’s handling of repairs to the resident’s home following repeated floods. The landlord’s handling of the resident’s complaint.
Royal Borough Of Greenwich (202103221)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s reports of a water leak into his property. The associated complaint.
Barnsley Metropolitan Borough Council (202216500)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns the level of compensation offered by the landlord following a water leak in the resident’s property.
Haringey London Borough Council (202120409)
Severe Maladministration
Complaint: Managing Relations
The complaint was about: The landlord’s response to the resident’s reports of damp, cracks in the brickwork, wiring, and the resident’s request for the landlord to install loft insulation. The landlord’s complaint handling.
Haringey London Borough Council (202211723)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repair jobs, specifically concerning appointments and the level of service provided.
Reading Borough Council (202120998)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s: Response to the resident’s concerns about ad-hoc visits and the conduct of a member of its staff. Response to the resident’s concerns about their garden. Complaint handling.
Sandwell Metropolitan Borough Council (202108283)
Maladministration
Complaint: Information and data management
The complaint is about the landlord’s: response to the resident’s reports about a leak in the property; complaints handling; record keeping.
London Borough of Hounslow (202120565)
Partial Maladministration
Complaint: Managing Relations
The complaint concerns: How the landlord handled the replacement of the boiler in the resident’s property. The associated formal complaint into this matter.
Haringey London Borough Council (202120299)
Maladministration
Complaint: Managing Relations
The complaint concerns: The landlord's handling of remedial works to the resident's property following a leak. The Ombudsman has also assessed the landlord’s complaint handling and record keeping.
London Borough of Ealing (202203160)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord's handling of the resident’s reports of damp and mould in the property The landlord’s handling of the associated complaint.
Basildon Borough Council (202204250)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of repairs to the resident’s kitchen following her reports of leaks to the property, and subsequent reports of damp and mould in the kitchen. Complaint handling.
Haringey London Borough Council (202124512)
Maladministration
Complaint: Financial
This complaint is about the landlord’s handling of the:
London Borough of Ealing (202119133)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance from his and a neighbour’s light switches. The associated complaint.
Stevenage Borough Council (202211783)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s reports regarding repair issues at her property; complaints handling.
London Borough of Enfield (202115537)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Reports of low water pressure in the resident’s bathroom. The associated complaint.
London Borough of Brent (202214126)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s reports of a leak into her property and subsequent internal damage. The associated complaint.
Royal Borough of Kensington and Chelsea (202209304)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord handled the resident’s reports of strong odours coming into her property from the property below and the landlord’s decision to decline her request to be temporarily rehoused.
Ashford Borough Council (202106882)
No Maladministration
Complaint: Managing Relations
The resident’s complaint is about the landlord’s handling of the kitchen replacement. This includes the following concerns: Disrespect shown to him and his home. The time it took for the works to be completed. The lack of communication about the …
Gateshead Metropolitan Borough Council (202126868)
Maladministration
Complaint: Estate Management
The complaint concerns: The landlord’s response to the resident’s request for remedial action to be carried out to trees overhanging their property. The associated formal complaint into this matter.
Gateshead Metropolitan Borough Council (202212658)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The delays in the rewiring of the resident’s property The landlord’s decision to not renew the resident’s bathroom
London Borough of Enfield (202122007)
Maladministration
Complaint: Old Property Condition migrated-2025
The resident complained about the landlord's handling of works in response to her reports of damp and mould in the property.
Royal Borough of Kensington and Chelsea (202116667)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s response to the resident’s reports of damage to his mirror. The landlord’s response to the resident’s requests for storage whilst external works were carried out to the building. The landlord’s management of external works …
Welwyn Hatfield Borough Council (202204677)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of the resident’s reports of a boiler leak. Complaint handling.
Oadby and Wigston Borough Council (202202740)
Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the leaseholder’s request for a refund of service charges for communal cleaning services.
Rochdale Boroughwide Housing Limited (202201509)
Severe Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the complainant’s concerns about how it terminated her tenancy. The Ombudsman has also considered the landlord’s communication and overall treatment of the complainant throughout the period of the complaint.
Brentwood Borough Council (202203731)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s: Response to the resident’s reports that her neighbour had removed her washing line from a communal area. Response to the resident’s reports of alleged anti-social behaviour by her neighbour. This investigation has also considered …
London Borough of Barking and Dagenham (202210149)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of: The resident’s report of a communal repair, her associated health and safety concern, and the subsequent offer of compensation for this. The associated complaint.
Royal Borough of Kensington and Chelsea (202210570)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord's handling of repair works following the resident's reports of a leak from the above property, including the length of time taken and the standard of the redecoration works.
Swindon Borough Council (202213848)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s allegations that its operative damaged her fence.
Royal Borough of Kensington and Chelsea (202117496)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the time the landlord had taken to complete the void works to the resident’s property and the changes to the bathroom which took place after the resident viewed the property. The Ombudsman has also assessed the …
Melton Borough Council (202125091)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s handling of: The delays to repair the resident’s front and back doors. The resident’s reports of a faulty boiler and his concerns about carbon monoxide emissions. The associated complaint.
Royal Borough of Kensington and Chelsea (202119574)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s security concerns for the building.
Sandwell Metropolitan Borough Council (202211526)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is regarding the landlord’s handling of the resident’s: Concerns about a change to its tenancy conditions, specifically related to age of tenants and visitor restrictions. Concerns about anti-social behaviour.
Rochdale Boroughwide Housing Limited (202119072)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports concerning damp and mould in the property. The Ombudsman has also considered the landlord’s record keeping.
Rochdale Boroughwide Housing Limited (202206340)
Reasonable Redress
Complaint: Financial
The complaint is about