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 2,208 of 16,227 decisions matching "london"
London & Quadrant Housing Trust (L&Q) (202217010)
Partial Maladministration
Complaint: Information and data management
The complaint is about the landlord’s: Decisions regarding the disposal of the property. Handling of the resident’s request for rehousing. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.
Haringey London Borough Council (202214875)
Partial Maladministration
Complaint: Estate Management
The complaint concerns the landlord’s handling of: The resident’s concerns over the internal communal cleaning. The resident’s request to prune the trees at the property. The resident’s request for the front communal door to be replaced. The repairs to the …
London & Quadrant Housing Trust (L&Q) (202202317)
Partial Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 202202317 London & Quadrant Housing Trust (L&Q) 19 February 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
London & Quadrant Housing Trust (L&Q) (202215093)
Partial Maladministration
Complaint: Managing Relations
The complaint concerns the landlord’s handling of: The resident’s reports of issues with the ventilation system and reports of damp and mould. The resident’s reporting of a pest infestation. This report has also considered: The landlord’s complaints handling. The landlord’s …
London & Quadrant Housing Trust (L&Q) (202109262)
Severe Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s: Reports of cracks around the living room window. Complaint.
London & Quadrant Housing Trust (L&Q) (202216912)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of repairs to the ventilation system in the resident’s bathroom. The Ombudsman has decided to consider the landlord’s complaint handling.
London Borough of Hackney (202231148)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of reports of no heating and hot water due to a faulty boiler.
London Borough of Hounslow (202216549)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of building noise reported by the resident. The Ombudsman has also investigated the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202208759)
Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s: response to the resident’s concerns regarding the allocation and size of parking spaces; handling of the resident’s complaints concerning maintenance and refurbishment works.
Haringey London Borough Council (202222160)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of a leak in the resident’s property. The Ombudsman has also investigated the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202220785)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s handling of the complaint.
London & Quadrant Housing Trust (L&Q) (202212695)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of repairs relating to water ingress. The landlord’s handling of the complaint.
London & Quadrant Housing Trust (L&Q) (202215833)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to reports of a broken window and the handling of subsequent repairs. Complaint handling.
London & Quadrant Housing Trust (L&Q) (202200838)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s handling of: Repairs to the resident’s door and window. The condition of the boiler when the resident started her tenancy. The resident’s concerns about asbestos at the property. The associated formal complaint.
Haringey London Borough Council (202221780)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports about multiple outstanding repairs.
London & Quadrant Housing Trust (L&Q) (202214474)
Maladministration
Complaint: Managing Relations
The resident’s complaint is about the landlord’s handling of: the replacement bedroom flooring; the complaint, including compensation offered.
London & Quadrant Housing Trust (L&Q) (202218385)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: The resident’s reports of repair to the shower seat in her adapted bathroom. The resident’s concerns about the conduct of an operative and a member of its staff. The associated complaint.
London & Quadrant Housing Trust (L&Q) (202124688)
Maladministration
Complaint: Estate Management
The complaint is about the landlords handling of the resident’s: Reports of window repairs. Reports of issues in the communal areas. Associated complaint.
London & Quadrant Housing Trust (L&Q) (202209957)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s concerns about: Paying the same service charge for a concierge service as other blocks when not receiving the same value from the service. The night concierge service being commissioned without …
London Borough of Enfield (202230676)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour. Complaint handling.
London & Quadrant Housing Trust (L&Q) (202201317)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to: Multiple repairs to the resident’s: Kitchen. Bathroom. Master bedroom. Guttering. Boiler. The resident’s rehousing request. The associated complaint handling.
Haringey London Borough Council (202217942)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s report about the conduct of a repair’s operative. The landlord’s complaints handling has also been investigated.
London Borough of Ealing (202209234)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s handling of the resident’s reports of leaks from a neighbouring property. The landlord’s handling of the resident’s complaint. The residents request to be compensated for financial loss. This service has also considered the landlord’s …
London Borough of Hackney (202126095)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s response to reports about disrepair. The landlord’s response to safeguarding concerns. The landlord’s handling of a subject data access request. The local housing authority’s response to a court order concerning rehousing, following a suitability …
London Borough of Hackney (202229637)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s reports of loss of heating and hot water in her property. The resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaints handling.
London & Quadrant Housing Trust (L&Q) (202207197)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about: The landlord’s response to concerns raised by the resident about the quality of the gas safety check and a missing cap from the boiler. The landlord’s handling of the resident’s report of no heating and hot …
London & Quadrant Housing Trust (L&Q) (202214856)
Maladministration
Complaint: Information and data management
The complaint is about: The landlord’s response to the resident’s reports of a rodent infestation and its handling of a bathroom and kitchen installation. The landlord’s response to the resident’s reports of damp and mould. The landlord’s response to the …
London & Quadrant Housing Trust (L&Q) (202202309)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s: Reports of multiple outstanding repairs, mostly as a result of leaks to the property. Associated formal complaint.
London & Quadrant Housing Trust (L&Q) (202206684)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s request for trunking to be removed from her property and the arrangements to decant her temporarily to carry out the work. The landlord’s complaints handling.
London & Quadrant Housing Trust (L&Q) (202212405)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Reported smells that affected the resident’s property. The replacement of the kitchen sink cupboard. The associated complaints.
Haringey London Borough Council (202222316)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s reports of: Repair issues in the property, including damp and mould. A mice infestation in the property. Overcrowding and her concerns about the landlord’s transfer list. The landlord’s handling of …
London & Quadrant Housing Trust (L&Q) (202203840)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s reports of a leak. The landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202214632)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: The resident’s concerns about the condition of the bathroom walls and the quality of a repair. The resident’s request for reimbursement of costs for repair work she had undertaken. The associated complaint.
London Borough of Ealing (202210408)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
London Borough of Redbridge (202125195)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s: Concerns about leaks, damp and mould, and the associated repairs. Request to move the radiators in the property. The Ombudsman has also considered the landlord’s complaint handling.
London Borough of Hackney (202205960)
Maladministration
Complaint: Information and data management
The complaint is about: The landlord’s handling of repairs. The landlord’s response to the resident’s request for adaptations. The landlord’s response to the resident’s request for reasonable adjustments. How the landlord responded to the resident’s concerns about the Tenancy Management …
London & Quadrant Housing Trust (L&Q) (202204724)
Maladministration
Complaint: Managing Relations
The complaint is about the resident’s reports concerning the landlord’s handling of: Repairs required at the property including cracks in the walls and ceilings, asbestos removal works required at the property and reported snagging issues in relation to flooring, skirting …
London Borough of Barking and Dagenham (202208581)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident’s reports of noise nuisance from a neighbour. The landlord’s communication with the resident.
London Borough of Hackney (202227824)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of reports of a defective kitchen window. The Ombudsman has also considered the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202219440)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of: The resident’s transfer request. Repairs and ongoing maintenance to the lift within the resident’s building. The resident’s complaint.
London Borough of Ealing (202210459)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s report of a leak at his property. The landlord’s complaint handling.
London Borough of Barking and Dagenham (202117636)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s: Handling of repairs at the resident’s property. Handling of reports of pest infestation. Decision to offset rent arrears from the resident’s home loss payment. This Service has also considered the landlord’s complaint handling.
London Borough of Croydon (202214040)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of: The resident’s requests for repairs to the cooker The resident’s request for a fence to be installed. The Ombudsman has also considered the landlord’s complaint handling.
London Borough of Ealing (202128445)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Damp and mould at the resident’s property. The associated complaint.
London Borough of Hounslow (202119661)
Maladministration
Complaint: ASB/Abuse/Nuisance
REPORT COMPLAINT 202119661 London Borough of Hounslow 10 January 2024 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 […]
London & Quadrant Housing Trust (L&Q) (202200947)
Partial Maladministration
Complaint: Financial
The complaint is about: A personal injury claim by the resident due to delays in the installation of the heating system. Delays installing a heating system, resulting in a loss of heating and hot water at the resident’s property. The …
London & Quadrant Housing Trust (L&Q) (202125101)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord's handling of: The resident's reports of no heating and hot water. The replacement boiler. The landlord's complaint handling has also been investigated.
London & Quadrant Housing Trust (L&Q) (202207520)
Maladministration
Complaint: Estate Management
The complaint is about the landlord's handling of: External window cleaning and the associated service charges. The resident's concerns about the fire alarm system and procedure. The resident’s complaint.
London Borough of Enfield (202200374)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about: The landlord's response to the residents reports of a leak in the bathroom and its handling of the associated repairs. How the landlord dealt with repairs to the internal kitchen fire door. The landlord's response to …
London Borough of Hackney (202211339)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s reports of a flood, and damage to a communal pipe affecting her property. Complaint handling.