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 1,685 of 16,227 decisions matching "tenancy"
South Tyneside Council (202011890)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s: Handling of the resident’s housing register application. Handling of the recovery of the resident’s former tenancy arrears. Handling of the resident’s mutual exchange.
Paradigm Housing Group Limited (202014177)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the: Support given by the landlord to the resident following her giving notice to quit the tenancy and the landlord’s application of its breach of tenancy policy. Level of redress offered by the landlord in relation …
Southwark Council (202007668)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: A tenancy panel hearing and the resident’s concern that he had been placed on an introductory tenancy rather than a secure tenancy. The associated formal complaint.
Clarion Housing Association Limited (202120354)
Outside Jurisdiction
Complaint: Financial
The complaint concerns the resident’s liability for rent following the end of the tenancy.
Lambeth Council (202101806)
Outside Jurisdiction
Complaint: Occupancy Rights
The complaint concerns the resident’s application to succeed their late father’s tenancy.
East Riding of Yorkshire Council (202013275)
Partial Maladministration
Complaint: Financial
The complaints are about the landlord’s response to the resident’s concerns: About the process it followed when changing rent collection and calculation periods; and that it had relied on a clause that was not included in his tenancy agreement when …
LiveWest Homes Limited (202100646)
Maladministration
Complaint: Financial
The complaint is about the landlord’s decision to recharge the resident for the repair works following the end of the tenancy.
Metropolitan Thames Valley Housing (202015885)
Maladministration
Complaint: Occupancy Rights
The complaint concerns the landlord’s response to the resident’s request to succeed the tenancy.
Richmond Housing Partnership Limited (202016229)
Maladministration
Complaint: Information and data management
The complaints are about the landlord’s: response to concerns that were raised about by the resident about how she had been described within her tenancy file. complaint handling. decision not to remove entries from the resident’s tenancy file.
Dolphin Living Limited (202107992)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s request to extend her tenancy. The associated complaint.
Notting Hill Genesis (202105452)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s: Reports of Anti-Social Behaviour (ASB) perpetrated by her neighbour. Reports of a fence and shed built by her neighbour, which she asserted caused a safety issue. Request to add her …
Brent Council (202121014)
Outside Jurisdiction
Complaint: Occupancy Rights
The complaint concerns the landlord’s repairing obligations under the tenancy agreement.
The Guinness Partnership Limited (202012435)
Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about Plymouth Community Homes and Guinness’ communication with the residents about their tenancy status both prior to, and after, a mutual exchange.
One Vision Housing Limited (202015165)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of: A pest infestation following the death of her upstairs neighbour. The resident’s upstairs neighbour having pets in their property, violating the tenancy agreement. The resident’s upstairs neighbour damaging …
London & Quadrant Housing Trust (202005112)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s reports of: Broken lift and intercom at the property and the amount of compensation offered. Handling of rent arrears. Adding her husband as an occupant to the tenancy agreement. The …
London & Quadrant Housing Trust (201916247)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s response to the resident’s request to end his tenancy. The landlord’s handling of the return of the resident’s deposit. The landlord’s record keeping and complaint handling.
Clarion Housing Association Limited (202120606)
Outside Jurisdiction
Complaint: Managing Relations
The complaint concerns the level of rent being charged in relation to the type of tenancy agreement.
Red Kite Community Housing Limited (202011737)
No Maladministration
Complaint: Managing Relations
The complaint concerns the landlord’s response to: The applicant’s request to succeed the tenancy. The applicant’s reports of poor staff conduct. The time given to collect possessions from the property.
South Holland District Council (201914962)
No Maladministration
Complaint: Financial
The complaint is about: The landlord’s response to the residents’ concerns about the service charge and service delivery. The service charge payable under the tenancy agreement. The landlord’s response to repairs.
Stonewater Limited (201915252)
Partial Maladministration
Complaint: Financial
This complaint is about: a. the level of redress the landlord awarded in respect of its acknowledged delays and failures while handling the resident’s reports of an inadequate water supply at the property; b. the landlord’s response to the resident’s …
Lambeth Council (202008325)
Outside Jurisdiction
Complaint: Financial
The landlord’s response to the resident’s query about a change in the terms of the tenancy agreement (where all charges were inclusive in the rent amount). The landlord’s handling of reports of boiler issues resulting in no heating or hot …
LiveWest Homes Limited (202102292)
No Maladministration
Complaint: Financial
The complaint concerns: How the landlord handled the resident’s concerns relating to the conduct of its staff. The level of support offered to the resident by the landlord with managing his tenancy. The landlord’s decision to increase the resident’s rent.
Doncaster Metropolitan Borough Council (202010560)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The condition of the former property at the commencement of the tenancy and the landlord's handling of the subsequent repairs. The impact on the resident and her family’s health and wellbeing.
Hammersmith and Fulham Council (202108074)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint concerns: How the landlord responded to the resident’s reports of being exposed to asbestos as a result of damaged flooring. The effect on her and her family’s health due to the exposure. The advice given by the landlord …
Anchor Hanover Group (202107252)
No Maladministration
Complaint: Occupancy Rights
The complaint is about the landlord’s response to the resident’s concerns about the ending of his tenancy and the amount of rent owed.
Onward Homes Limited (202001989)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident’s reports of ASB (antisocial behaviour) and noise disturbance from January 2020 until June 2021. The landlord’s handling of the resident’s reports of ASB (antisocial behaviour) and noise disturbance from June …
Sanctuary Housing Association (202014810)
Partial Maladministration
Complaint: Financial
The complaint is regarding: The landlord’s response to the resident’s reports of repairs needed in her property. The condition of the property at the start of the resident’s tenancy. The landlord’s response to the resident’s request to be compensated for …
Vivid Housing Limited (202104108)
Reasonable Redress
Complaint: Occupancy Rights
The complaint is about the landlord’s handling of its letting process, including the terms set out in the tenancy agreement.
London & Quadrant Housing Trust (202003307)
No Maladministration
Complaint: Occupancy Rights
The complaint is about the landlord’s response to the resident’s: request to succeed her late father’s tenancy. concerns about the condition of her late father’s property. concerns about repairs at her property including damp and mould.
Paradigm Housing Group Limited (202105824)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns: The condition of the property at the start of the resident’s tenancy. How the landlord handled the resident’s reports of repairs required to the walls and a boundary fence. The landlord’s decision not to reimburse the resident …
Torus62 Limited (202015133)
Maladministration
Complaint: Financial
The complaint is about the landlord erroneously sending letters of tenancy breach and demand for payment in respect of water charges, and its handling of enquiries about these letters and the subsequent complaint.
Peabody Trust (202015275)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from his neighbour. The landlord’s response to the resident’s concern that he had not been advised of the ASB of his neighbour …
London & Quadrant Housing Trust (202104947)
Partial Maladministration
Complaint: Managing Relations
The complaint is about how the landlord handled the resident’s request to assign his tenancy. The Ombudsman has also investigated the landlord’s complaint handling in relation to the above matter.
Places for People Group Limited (202008282)
No Maladministration
Complaint: Financial
The resident complained that the landlord: Had failed to provide proof that she had an affordable rent tenancy. Had responded unreasonably to her rent arrears. Had unreasonably increased her rent.
Hyde Housing Association Limited (202013293)
Partial Maladministration
Complaint: Managing Relations
The complaint refers to the landlord’s handling of: the repairs needed to the resident’s back door. the resident’s concerns about a tenancy warning letter being issued. the associated complaint.
Beyond Housing Limited (202009831)
No Maladministration
Complaint: Financial
The complaint refers to: The landlord’s handling of the letting of the property to the resident in October 2019. The landlord’s response to the resident’s concern that the feedback survey he had completed in November 2019 had been altered by …
Platform Housing Group Limited (202105359)
Outside Jurisdiction
Complaint: Occupancy Rights
The complaint is about the landlord’s handling of the residents’ end of tenancy notification.
Optivo (202006063)
Partial Maladministration
Complaint: Information and data management
The complaint is about the landlord’s: Handling of the end of the resident’s tenancy following her death. Requests to speak with the resident following her death.
Cobalt Housing Limited (202006936)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident's Subject Access Request (SAR). Allegations made against the resident and the landlord’s decision to terminate her tenancy. The landlord’s handling of the resident's reports of Anti-Social Behaviour (ASB). The Ombudsman …
Kingston upon Hull City Council (202011898)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident's reports about: the condition of the property at the start of his tenancy repairs.
Connexus Homes Limited (202007836)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s tenancy sign-up.
Newlon Housing Trust (202108218)
Outside Jurisdiction
Complaint: Occupancy Rights
The complaint concerns the landlord's response to the resident’s request to amend the terms of their tenancy concerning succession rights.
Westminster Community Homes Limited (202101251)
Outside Jurisdiction
Complaint: Financial
The complaint is about the resident’s requests for compensation from the landlord for excessive energy costs since the start of her tenancy.
Optivo (202010922)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s reports about: the tenancy agreement containing additional terms to a draft tenancy agreement provided during the application process. his consequent dispute of an obligation to make payments for heating and …
Clarion Housing Association Limited (202007620)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour (ASB) from their neighbour. The type of tenancy the resident has. The landlord’s handling of a mutual exchange. The landlord’s complaint handling.
Notting Hill Genesis (202016415)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s concerns about the condition of her property at the start of her tenancy.
Trafford Housing Trust Limited (202016694)
Outside Jurisdiction
Complaint: Financial
The resident complained that they pay an ‘affordable rent’ under their tenancy, rather than a ‘social rent’
Runnymede Borough Council (202009034)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s response to the applicant’s request to be added to his parent’s tenancy agreement. The complaint is about the applicant’s housing applications to the local authority’s housing register.
Bromford Housing Association Limited (202006884)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is regarding the landlord’s handling of the lettings process for the complainant’s former tenancy.
Newham Council (202009415)
Mediation
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: administrative error when it provided the resident with a tenancy agreement with a rent figure that was incorrect, request that the resident sign a new tenancy agreement with a rent figure the resident disputed.